unit 3
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1 a) Discuss how “Taguchi Method” helps in robust facility design of a small hotel 
b) Distinguish Histogram and Pareto Chart used as quality tools. 

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2 a) Explain how Histogram and Pareto Chart help as quality tools. 
b) Explain the 3-component cycle achieved by ISO 9001. 

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3 
a) What does ‘RATER’ dimensions in Service Quality mean 
b) Explain how “Poka-Yoke” Failsafing helps Airline industry 
c) List any 3 Quality Tools used in continuous improvement process  
d) Draw and explain Fish-bone diagram. 

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unit 4
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4 a) Explain how a restaurant can use “Increasing customer participation” strategy to help manage capacity 
b) Explain how a food court in a mall and different airlines use “Sharing Capacity” strategy for managing capacity. 
 
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5 a) Distinguish Qualitative methods and Quantitative methods of forecasting demand on the basis of meaning, data required, nature, and usage. 
b) “Developing complementary services is a natural way to expand one’s market” – explain for cinema hall  
c) List any two Capacity Management strategies  

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6
a)  Explain with example “Chase Demand”. 
b) List any 3 Demand Management strategies  
c) Explain how “Leveling Capacity” applies to a bakery. 
d) Justify how “Promoting off-peak Demand” strategy increases A/C sales in Chennai   


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Unit 5
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7 a) Expand PERT and draw a sample PERT diagram indicating the task, most likely time, pessimistic time, optimistic time, slack time, dependency and critical path. 
b) Explain any two stages of team development in Project Management 

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8 a) Explain Activity-on-Arrow (AoA) in project network 
b) Explain briefly how Critical Path Method (CPM) is used in Project Management. 

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