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Master of
Business Administration - MBA Semester 3
QM0013 -
Quality Management Tools
(4
credits)
(Book ID:
B1243)
ASSIGNMENT-
Set 1
Marks 60
Note: Each Question carries 10 marks. Answer
all the questions.
1. Define ‘Voice of Customer’? How do you
capture ‘voice of customer’?
Answer : Voice of the Customer:
VOC is a
term used in business and Information Technology to describe the in-depth
process of capturing a customer's expectations, preferences and aversions. It
is a market research technique that produces a detailed set of customer wants
and needs, organized into a hierarchical structure, and then prioritized in
terms of relative importance and satisfaction with current alternatives. VOC is
conducted at the start of any new product,
2.
Describe the various methods for gathering information.
Answer : 1.DIRECT PERSONAL OBSERVATION
In direct personal observation the
researcher is the observer. Researcher records what the participants are
watching and doing. However, in social research direct personal observation
plays a vital role. That is, the researcher is watching what is happening, or
may rely on the reported observations of others.
3.
Define “Quality Function Deployment (QFD)”? What are the features of QFD?
Answer : QFD focuses on customer
expectations or requirements, often referred as the voice of the customer. It
is process to translate customer expectations, in terms of specific
requirements, into directions and actions in engineering or technical
characteristics that can be deployed through major production activities of:
·
Product planning
·
Part development
·
Process Planning
4.
Write a brief note on the following:
a.
Robust design
Answer
: What is Robust Design?
In today’s automotive industry where
simulation and virtual prototyping are increasingly used to reduce time to
market, the design process has changed considerably since Taguchi invented the
quality planning concept
b.
Affinity diagram
Answer : A common tool in process
improvement is the Affinity Diagram. It’s a simple exercise that encourages
low-risk participation and it is effective in documenting most of the relevant
issues with a
c.
Tree diagram
Answer : The Tree Diagram is an analysis tool for breaking down a broad or
top-level goal of a team into many levels of increasingly detailed and specific
actions that need to be done in order to achieve the stated goal. As its name
implies, the tree diagram consists of branches that specify the actions
required at each level of detail. These branches further branch out into
smaller branches that break down these
5.
Write brief note on “Quality loss function”
Answer : The quality loss function is
based on the work of electrical engineer, GenichiTaguchi. This view disagrees
with the traditional (goalpost) view. The quality loss function recognizes that
products falling between specific limits are not all equal. The four following
statements summarize Taguchi’s philosophy.1. We cannot reduce cost without
affecting quality.2. We can improve quality without increasing cost.3. We
6.
What is FMEA? Write a brief note on Risk Priority Number.
Answer : FTA and FMEA are means of identifying or investigating potential
failure modes and related causes. They can be
·
Applied in the early concept selection and
design phase and then progressively refined and updated as the design evolves.
·
Helpful in
Master of
Business Administration - MBA Semester 3
QM0013 -
Quality Management Tools
(4
credits)
(Book ID:
B1243)
ASSIGNMENT-
Set 2
Marks 60
Note:
Each Question carries 10 marks
1.
What is Quality Management System? What are its benefits?
Answer : Quality
Management Systems
Quality
Management System is defined as “A set of corresponding activities to direct
and control an organisation in order to improve the value and efficiency of its
performance.”
An organisation can have various
2.
Define the term ‘reliability’. What is its relevance in Quality?
Answer : Reliability
is the probability that a plant or
component will not fail to perform within specified limits in a given time
while working in a stated environment. For the case of mechanical systems the
following definition can be used to definer liability
Mechanical Reliability is the
3.
When do you use Quality Control Charts? What are the types of Control charts?
Answer : One of the most important
actions that can help maintain the quality of any good or service is to collect
relevant data consistently over time, plot it, and examine the plots carefully.
All statistical process control charts plot data (or a statistic calculated
from data) versus time, with control limits designed to alert the analyst to
events beyond normal sampling variability.STATGRAPHICS
4.
What is a process? Explain the concept of process mapping with an example.
Answer : A process is a collection of
interrelated work tasks initiated in response to an event that achieves a
specific result for the customer of the process. Adding more specific detail to
that general definition:
•that achieves a specific result:
·
must deliver a specific
5.
Write brief note on Business Process Re-engineering.
Answer : Purpose of this module:
1.Gain an understanding of what is meant by
"business process".2.Understand and contrast continuous process
improvement and business process reengineering (BPR).If you have ever waited in
line at the grocery store, you can appreciate the need for process improvement.
In this case, the "process" is called the check-out process, and the
purpose of the process is to pay for and bag your groceries. The process begins
6.
(a) What is meant by “business excellence”?
Answer : : In general, business excellence models have been developed by
national bodies as a basis for award programs. For most of these bodies, the
awards themselves are secondary in importance to the widespread adoption
(b)
Describe Baldrige performance excellence
model.
Answer : Baldrige applicants know that
the journey is not about receiving a North Carolina Performance Excellence or
Presidential Award, although that’s a nice goal. It’s about getting expert
feedback on where they are and
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