Total Quality Management - What Are the Challenges Facing the Indian Hospitality Industry

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Total Quality Management

Case 1 CASE 01: TPM AT MRC BEARINGS

1. What were the problems faced by MRC?

2. What was the solution used to address the problems at MRC?

3. What were the attributes responsible for the successful implementation of TPM at MRC?

4. Explain the TPM journey at MRC.

5. Comment on the statement “TPM is not totally painted machines but taking pride in our machines.

CASE 02: Customer Relationship Management at Bharti

1. Why did Bharti Tele-ventures opt for a CRM solution?

2. What were the challenges faced by Bharti in its CRM implementation process?

3. Discuss the strategy used by the company for implementing CRM and why.

4. Explain the various benefit received by Bharti after implementing CRM.

CASE 03: Hotel Valuation Services ( HVS )

1. What are the challenges facing the Indian hospitality industry?

2. What is HVS? What are the recommendations of HVS mentioned in this case study?

3. What are the limitations of the present hotel rating system in India?

4. If you are hired as the consultant, what measures do you suggest to improve the present hotel rating system in India?

CASE 04: IMPLEMENTING QUALITY MANAGEMENT SYSTEM AT HYUNDAI MOTORS

1. Why did Hyundai decide to implement the QS 9000 system?

2. What is the difference between ISO 9000 and QS 9000?

3. Explain the QS 9000 system.

4. What were the benefits of QS 9000 implementation at Hyundai?

CASE 05: Supplier Quality Audit at Tata Motors

1. What were the challenges faced by TATA Motors while selecting its suppliers for India?

2. What were the reasons for setting up a supplier quality team at TATA motors?

3. What was the approach followed by the supplier quality audit team?

4. What is the difference between supplier quality audit and third party...