QM0017 - QUALITY MANAGEMENT SYSTEMS

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ASSIGNMENT

DRIVE FALL	2013
PROGRAM	MBADS – (SEM 4/SEM 6) / MBAN2 / MBAFLEX – (SEM 4) PGDTQMN – (SEM 2)
SUBJECT CODE & NAME	QM0017 - QUALITY MANAGEMENT SYSTEMS
SEMESTER	4
BK ID	B1349
CREDITS	4
MARKS	60

Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme.

Q1. Describe the various clauses provided by ISO 9001:2008 standard. (Meaning of ISO 9001:2008 standard, Listing the Clauses, Explanation of the Clauses provided by ISO 9001:2008 standard) 2, 2, 6

Answer.

ISO 9001:2008

The International Organization for Standardization (ISO) was founded in 1946 to develop a common set of processes such as manufacturing, common trade, and communications that supported the objectives set by the quality management systems of an organization. The first standard was published in 1987 and it has been under constant revision in 1994, 2000. The current revision published in Nov 2008 is ISO 9001:2008. ISO 9001:2008 is a written set of standards that describes the basic elements and clauses of the Quality Management System.

Requirements of ISO 9001: 2008

Q2. Elucidate the various documentation requirements of AS 9100. List out the various benefits of implementing AS 9100. (Meaning of AS 9100, Documentation requirement of AS 9100, Listing the benefits of AS 9100) 2, 4, 4

Answer.

Meaning of AS 9100

AS 9100 version which was released in October 1999 (the latest revision has been in January 2009) standardizes the requirements of the Quality Management System of the aerospace industry to the greatest extent possible. Thus, the standardization of the various compliance requirements resulted in huge cost savings due to the elimination or reduction of various unique requirements that were developed for different customer. AS 9100  version is a quality system standard that ensures quality in the areas of design, development, production, installation and servicing. It combines and harmonizes various requirements that are outlined in the AS 9000 version and the ISO 9001 version.

AS 9100 Documentation Requirements

Q3. Explain the requirements of ISO 14001. Describe features and the benefits of ISO 14001. (Requirements of ISO 14001, Features, Benefits)  5, 2, 3

Answer.

Requirements of ISO 14001

ISO 14001 is specified by International Organization for Standardization and is the part of the 16 international Environmental standards specified. The latest version of this standard is ISO 14001:2004 which specifies the Environmental Management System of an organization. The requirements specify the organization to develop and implement a policy and information about the environmental aspects. These can be used by the organization to measure and document the environmental impact. The standard comprises of 17 elements. ISO 14001 gives a framework and structured process for organizations to seek ways to manage and to continually improve the environment performance. The EMS may usually apply to the entire corporation or the operating unit. Following is an outline of the ISO 14001 EMS Standard:

·         Scope.

Q4. Explain the framework of ISO/IEC 20000 (Meaning of ISO/IEC 20000, Framework of ISO/IEC 20000)  2, 8

Answer.

ISO 20000

ISO 20000 is the first global standard for IT Service management. It provides an integrated set of management processes for the efficient delivery of services to the industry and its customers. The standard essentially comprises of two parts: ISO/IEC 20000-1 and ISO/IEC 20000-2.ISO 20000-1 is the „measurement or standard for Service Management “where as the ' Code of practice for Service Management‟ is ISO 20000-2.The Code of practice‟ provides descriptions about the best practices in more detail, and gives guidance and recommendations. A detailed description of the best practices and the requirements are mentioned in ISO20000-1.ITIL is a

Q5. Explain the elements and benefits of Occupational Health and Safety Management Systems (OHSAS) standard ISO18001. (Meaning of OHSAS, Elements of OHSAS, Benefits of OHSAS) 2, 6, 2

Answer.

About OHSAS

Occupational Health and Safety Management Systems is a framework for an organization to establish controls that mitigates health and safety risks, reduces the occurrence of accidents and helps to improve its operational performance. The requirements of OHSAS 18001 were developed from British standard 8800. The following are its goals:

Ø  It specifies requirements for an occupational health and safety (OH &S) management system.

Ø  Enables an organization to control its OH & S risks and improve its performance.

Ø  Many organizations are implementing an Occupational Health and Safety Management System (OHSMS) as part of their risk management strategy to

Q6. Explain the framework of (Customer Operations Performance Centre) COPC 2000. List out the various benefits of COPC 2000. (Meaning of COPC 2000, Framework of COPC 2000, Benefits of COPC 2000)

Answer.

Meaning of COPC 2000

The ability to provide excellent customer service is a powerful differentiator in a highly competitive market. Achieving certification to the COPC-2000® Customer Service Provider (CSP) Standard is a significant step in establishing an organization as a customer service leader. It affirms the commitment to maintaining excellent processes and standards in a consistent manner.

The COPC 2000 Standard Framework

COPC CSP Performance Management system is a set of management practices, key metrics/ measurements and training for customer-centric service operations. A well-structured program and comprehensive training program is essential for organizations to achieve these performance levels. The COPC-2000 Standard is relied as a valued strategy for implementing contact centre best practices that has improved:

·         Customer satisfaction and service.

·         Inbound and outbound sales.

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