M.B.A DEGREE EXAMINATION, NOVEMBER/DECEMBER 2017.
Third Semester
TOTAL QUALITY IN HUMAN RESOURCES
2 90134-A
Time 3 Hours Max. Marks 70
SECTION — A
Answer the following questions. 2 10 Marks)
1. Customer satisfaction.
2. Process dimensions.
3. Project dimensions.
4. Continuous improvement.
5. Human resource practices.
SECTION — B
Answer the following questions with internal choice. 10 50 Marks)
6. Explain the meaning and significance of total quality in HRM.
Or
Describe the role of total quality in HRM.
7. Explain strategy dimensions for attaining customer satisfaction.
Or
Explain business strategy planning and management.
8. Discuss in detail about business processes.
Or
Explain total quality human resource project process.
9. Discuss the concept of 'Project Dimensions' in total quality HR.
Or
Explain total quality human resource performance planning and
management.

10. Explain integrated implementation plan for managing human resources.
Or
Discuss international implementation of total quality in human resource
practices.
SECTION C — (10 marks)
11. Case study (Compulsory)
Mr. Ramchandran is the Chief Executive of ABC Limited Recently, it was decided
by the Board of Directors that it would be profitable for the corporation to set up a
separate Marketing Department. Mr. Ramchandran has been directed to pick up a
person who he feels is capable of heading the department. and then puting this
person in charge of getting the department on its feet. After considering a number
of good men Mr. Ramchandran has narrowed the field down to two possible choices
Rajesh Mehta and Pramod Kumar.
Rajesh Mehta has a good track record with the company. He was hired eight years
ago, and through the years he has shown a good deal of drive and initiative in all of
his endeavours. He is an aggressive young man, and has received the nickname of
'go-getter' in his department. Although Mehta seems to be more concerned at times
with ends rather than means,'he is very efficient and is considered a good leader by
those who work under him. As one worker stated. "Although he can get rough with
you at times, you always know where you stand with him, and when you have done
a good job, he lets you know it." Mehta is also credited with accepting full
responsibility, in all cases, and making quick decisions when action is called for.
Pramod Kumar has been with the company for eleven years. He is well liked by all
in his department and his work is first rate. Kumar's leadership style differs from
Mehta's in that Kumar is not as aggressive and quick to act as Mehta. Before
Kumar makes a decision, he generally consults others who he feels can contribute
further information on a given subject. This often includes those who work under
him. Those who work under Kumar consider him a good leader, and state that the
atmosphere of participation produced by Kumar really encourages their utmost
individual output while on the job. This can be seen by the production increase
which soon occurred when Kumar became the head of his work force.
Questions
If you were Mr Ramchandran whom would you select as the head of the
Marketing Dept.? Why?
Will you give any weightage to the length of service in the organization?
Why?
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