University Of Pune Question Paper
P. G. D. H. M. (Semester - II) Examination - 2010
TOTAL QUALITY MANAGEMENT
(Old 2005 Pattern)
Time : 3 Hours] [Max. Marks : 60
Instructions :
(1) Answer any five questions.
(2) All questions carry equal marks.
Q.1) Explain perception of ‘Quality’ of Healthcare Services of Customer
(Patient).
Q.2) Discuss contribution made by Phillip Crossby or Juran in the field of
Quality. Explain their relevance in Healthcare Organisations.
Q.3) Explain role of Hospital Administrator in improving Quality of Human
Resources in Hospital.
Q.4) Explain concept and principles of Total Quality Management (TQM) in
Context of Hospitals.
Q.5) What is Process Quality ? Discuss any three Statistical Methods/Quality
Tools to improve Process Quality in Hospitals.
Q.6) Discuss importance of detection of Customer’s (Patient’s) Complaints/
Problems and Corrective Action in Hospital with examples.
Q.7) Explain importance of Calibration and Maintenance of Instruments and
Equipments in maintaining Quality.
Q.8) Write notes on any two of the following :
(a) Just in Time
(b) Service Reliability
(c) Cost of Quality
(d) ISO Quality System
P. G. D. H. M. (Semester - II) Examination - 2010
TOTAL QUALITY MANAGEMENT
(Old 2005 Pattern)
Time : 3 Hours] [Max. Marks : 60
Instructions :
(1) Answer any five questions.
(2) All questions carry equal marks.
Q.1) Explain perception of ‘Quality’ of Healthcare Services of Customer
(Patient).
Q.2) Discuss contribution made by Phillip Crossby or Juran in the field of
Quality. Explain their relevance in Healthcare Organisations.
Q.3) Explain role of Hospital Administrator in improving Quality of Human
Resources in Hospital.
Q.4) Explain concept and principles of Total Quality Management (TQM) in
Context of Hospitals.
Q.5) What is Process Quality ? Discuss any three Statistical Methods/Quality
Tools to improve Process Quality in Hospitals.
Q.6) Discuss importance of detection of Customer’s (Patient’s) Complaints/
Problems and Corrective Action in Hospital with examples.
Q.7) Explain importance of Calibration and Maintenance of Instruments and
Equipments in maintaining Quality.
Q.8) Write notes on any two of the following :
(a) Just in Time
(b) Service Reliability
(c) Cost of Quality
(d) ISO Quality System
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