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Summer
2013
Master
of Business Administration- MBA Semester 3
QM0010
- Foundations of Quality Management
Q1. List the
different approaches to Quality. Discuss Juran’s views on Quality.
(Approaches – 5 marks, Views – 5 marks) 10
marks
Answer :
Different approaches to quality :
Organisations
have continually looked for new ways to improve consistency and quality in
their products and services. Management fads may come and go but many of the
underlying ideas around quality remain the same. Here's how the works of
Deming, Juran and Crosby remain at the heart of quality approaches like TQM and
Six Sigma.
Q2. a.
Describe the factors determining the customer satisfaction.
(Factors – 5
marks)
Answer :
Factors determining the customer satisfaction :
Customer
satisfaction is the overall impression of customer about the supplier and the products
and services delivered by the supplier. Following are the important factors
that could affect customer satisfaction:
- Department wise capability of the supplier.
- Technological and engineering or re-engineering aspects of products and services.
Q3. Write
short notes on:
a. Quality
Function Deployment (QFD)
(Explanation – 5 marks)
Answer : Quality
Function Deployment :
Quality function
deployment (QFD) is a “method to transform user demands into design quality, to
deploy the functions forming quality, and to deploy methods for achieving the
design quality into subsystems and component parts, and ultimately to specific
elements of the manufacturing process.”, as described by Dr. Yoji Akao, who
originally developed QFD in Japan in 1966, when the author combined his work in
quality assurance and quality control points with function deployment used in
value engineering.
Q4. a.
Explain Quality Assurance.
(Explanation
– 5 marks)
Answer :
Quality Assurance :
Quality
Assurance is a system of measures and controls established within an
organisation to try and manage (hence Assure) the Quality of the goods or
services being provided. An effective Quality Assurance scheme should ensure a
consistent and acceptable level of quality is being achieved in goods or
services delivered to customers.
- Quality Assurance is a natural evolution of the more traditional “Quality Control” which relied almost totally on end of line inspection to weed out and identify failures.
Q5. a.
Describe the main features of Quality Control and Inspection.
(Features – 5
marks)
Answer : Features
of Quality Control and Inspection :
1. Quality
Control activities include inspection and testing of the products or services
after they are produced and just before their delivery to the customers. The
inspection and testing activities are carried out to check conformity of the
product with specifications / requirements. If any of the products are not in
conformance with the specifications, they are quarantined / segregated and the
actions as specified (repair, re grade, scrap) are initiated.
Q6. Explain the importance of service quality. Discuss the measurement of service quality.
(Meaning – 1
mark, Importance – 4 marks, Measurement – 5 marks)
Answer :
Service quality :
From the
viewpoint of business administration, service quality is an achievement in
customer service. It reflects at each service encounter. Customers form service
expectations from past experiences, word of mouth and advertisement.
Importance of
service quality :
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