QM0010 - Foundations of Quality Management

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Master of Business Administration - MBA Semester 3

QM0010 - Foundations of Quality Management

(4 credits)

(Book ID: B1240)

ASSIGNMENT- Set 1

Marks 60

 Note: Each Question carries 10 marks. Answer all the questions.

Q1. (a) Define the term “quality”.

Answer : Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in

Q2. Explain “quality economic approach” and “quality environmental approach”.

Answer : Quality economic approach

Business conditions are changing and evolving so as the economic environment. In this competitive environment, organization requires new approaches to survive. Quality is becoming prime priority for most of the organizations and implementing a quality system requires management commitment to develop a quality assurance program. This embraces a variety of activities designed to ensure reliability in the first place, specific quality control measures to monitor quality on a routine basis.

Q3. Write short note on “Quality and Customer focus”

Answer : Quality and Customer focus

TQM defines "Quality" in a broad sense and applies it to products (objects) as well as processes (activities). Quality is not just "Freedom of deficiencies" but also "Meeting customer needs" and in turn the customers are defined as "All that are affected by the quality characteristics of the product or process both internally (people who develop the product) as externally (people who buy and use the product)". Furthermore TQM states that quality should be specified using objective quantitative indicators.

Q4. What is “Cost of Quality”? Differentiate between external failure cost and internal failure  cost.

Answer : The concept of cost of Quality (COQ) has emerged in 1950s. The concept of Quality Costs is a means to quantify the total cost of Quality related efforts and deficiencies. This was first described by Armand V.Feigenbaum.

Generally, the people have the perception that higher quality involves higher costs, either for buying better raw materials or machines or by hiring expensive skills. Furthermore, while cost accounting had evolved to categorize the

Q5. Explain Kaizen Approach to Problem Solving, with an example.

Answer  : Kaizen Approach to Problem Solving Often it was an awareness of how hard it is for people to concentrate on improvement when they keep thinking about getting their work done. To some extent it was a matter of their innate respect for the people who do the work. For all these reasons, years ago the Japanese inventors of the Lean improvement systems came up with different improvement model they called Kaizen.

Q6. Write a brief note on “Operator Error Control”.

Answer :  Error Control Operators

PHP supports one error control operator: the at sign (@). When prepended to an expression in PHP, any error messages that might be generated by that expression will be ignored.

If you have set a custom error

Master of Business Administration - MBA Semester 3

QM0010 - Foundations of Quality Management

(4 credits)

(Book ID: B1240)

ASSIGNMENT- Set 2

Marks 60

Note: Each Question carries 10 marks

Q1. Explain the evolution of quality management.

Answer : Quality management is a very important part of overall business success. It affects everything from employee performance to customer satisfaction.

In order to achieve quality management, organizational leaders must pay close attention to every aspect of their businesses. It is for this purpose

Q2. (a) Explain the importance of customer satisfaction with an example.

Answer : Customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires.

Gaining high levels of customer

 (b) What is Customer  relationship management? Explain.

Answer :  CRM is not a new concept but an age-old practice, which is on the rise because of the benefits it offers, especially in the present marketing scenario. So, CRM today is a discipline as well as a set of discrete software and technology which focuses on automating and improving the business process associated with managing customer relationships in the area of sales, marketing, customer service and support. CRM

Q3. Define “Quality Audit”? Explain the importance of Quality Audit.

Answer : Audit

Audit, in the context of quality in higher education, is a process for checking that procedures are in place to assure quality, integrity or standards of provision and outcomes.

Explanatory Context

Audit and institutional audit tend to be used interchangeably. However, there is a distinction between an external and internal

Q4. Write a note on the ISO 9000 series of Quality Standards and Malcolm Baldrige Criteria for

Business Performance Excellence.

Answer : ISO is from the Greek word ISOS meaning "equalise (International Organization for Standardisation) is the world's largest developer and publisher of International Standards. ISO is a it is a network of 156 national standards bodies, based in Geneva, Switzerland.ISO is a non-governmental organisation that forms a bridge between the public and private sectors. Many of its member institutes are part of the governmental structure of their countries, or are mandated by their government, other members have their roots uniquely in the private sector, having been set up by industry associations.ISO 9000 is a

Q5. Describe the various tasks which help to build a healthy association and partnership with

the suppliers.

Answer : Quality Assurance

Quality assurance (QA) developed in North America while TQM was developing in Japan. QA focused on solving quality problems, rather than living with rework and scrapping. The major difference between QA andTQM is that QA was usually performed at an engineering or management level with little executive support. Also, QA tended to gather information by auditing after the fact, which meant that it didn’t bring in rapid benefits

.

Q6. Assume that you are a Quality manager in a large manufacturing company and you are thinking of implementing TQM in your Company. What are the various barriers you may face for such initiative? List out such barriers to Quality. How do you plan to overcome such barriers?

Answer  :  Barriers / Obstacles to Quality

• The barriers/obstacles to implement TQM seem endless. The barriers are found never-ending with plenty of issues. In fact it starts from top management itself and flows down to all working levels. This is so in all business sectors,

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