OM0016 – Quality Management

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ASSIGNMENT

DRIVE	WINTER 2013
PROGRAM	MBADS – (SEM 4/SEM 6) / MBAN2 / MBAFLEX – (SEM 4) / PGDISMN (SEM 2)
SUBJECT CODE & NAME	OM 0016 – Quality Management
BK ID	B1341
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.

Q.1 Write short notes on the following:

(Integrating Quality into Strategic Management, Six Sigma as a quality framework, Reliability Types, Juran’s Trilogy) (2.5 marks each)

Ans : Integrating Quality into Strategic Management:

The foundation of quality management is an overriding focus on customer satisfaction. Deming states in his book Out of Crises, “The consumer is the most important part of the production line. Quality should be aimed at the needs of the consumer, present and future." He explains that through research, we can comprehend the customer requirements and needs and advance to feed their reactions back into the design of service.

Q.2 Elucidate different types of Quality Management Systems (QMS). What are the benefits of implementing a QMS?

(Explanation of various QMS (including industry and product specific and nonspecific types, examples), Benefits of QMS) 5,5

Ans: Types of Quality Management Systems:

There are different types of QMS; industry and product specific, for examples, TL 9000 for telecommunications, QS 9000 for the automotive industry and API-Q1 (American Petroleum Institute), specifically for the petroleum, petrochemical and natural gas industry. Another industry-specific QMS is ASME NQA-l, (which is specific to the nuclear industry). There are also non-specific QMS, like ISO 9000, which is more general

Q.3 ABC is an organisation. The organisation is at the stage of lack of Quality products and services to meet the customer requirements. The organisation decides to develop a strategy and hire people to enhance the quality of its products and services. Being the quality head of the organisation what are the approaches you will consider for initial cost data collection.

Ans : Data collection is a term used to describe a process of gathering (or obtaining) specific information about a phenomenon or an activity. Once collected, data can be stored in records or data- bases, analysed and used for purposes of monitoring or evaluation. The quality of data collected has a direct impact upon the quality of analysis that can be performed using the data, which ultimately impacts upon the quality of decisions that can be made.

Conventional accounts:

For examples are appraisal activities conducted by an Inspection department and assure operating cost to counter to customer problems.

Q.4 Write short notes on the following:

(Quality standards, Significance of Quality Control, Automated manufacturing, Applications of Design of Experiments (DOE) to product and process design) (2.5 marks each)

Ans: Quality standards:

Quality Standards: The International Organisation for Standardisation (ISO) developed the

Quality Management System (QMS) standards in 1987. They were the ISO 9000:1987 series of standards combining ISO 9001:1987, ISO 9002:1987 and ISO 9003:1987. These standards were applicable in different types of industries, based on the type of activity undertaken: planning, production or service delivery. The standards are revised every few years by the International Organisation for Standardisation. The version in

Q.5 This is a case study about an airline. It states that how at the initial stages the airline was not functioning properly and could not achieve customer satisfaction but however after the implementation of Total Quality Management (TQM), the company prospered. Bryan air airlines started in year 1988 with only 67 employees and with one 18 seater turboprop plane from the south of east of Chelsea to London-Gatwick which carried 5000 passengers on one route (Harrison, 2002). In 1990-1991, the company had 700,000 passengers. However, in spite of the raise of passengers, the company could not manage cost that the company had lost its money during the expansion of the business. The management decided to bring a brand new management team which suggested a re-launch of the airlines as a “low fares or no frills” airline, closely modelling the Southwest Airlines model in the U.S.

In addition, there was another problem related to quality service. Since it was a “low fares or no frills” airline it could not cater to the customer needs. So the company decided to use TQM and a strategic plan where both the internal and external customers will be given importance and all the main focus will be customer satisfaction. Hence the strategic option that was used by the company for satisfying both internal and external customers and marketing environment was used to attain total quality management. Hence by implementing TQM and strategic planning the company could satisfy both the clients and the customer. Now Bryan air is one of the leading airlines in the world.

Identify the steps taken by the airline company which made them one of the leading airlines in the world.

(A Identification of the quality initiatives with evidence from the case, Analysis of these initiatives along the benefits, Conclusion) 4,4,2

Ans : The quality initiative taken by the airline was the use of total quality management system. As it is clear from the above case study that the initial stages the airline was not functioning properly and could not achieve customer satisfaction but however after the implementation of Total Quality Management (TQM), the company prospered. Bryan air airlines started in year 1988 with only 67 employees and with one 18 seater turboprop plane from the south of east of Chelsea to London-Gatwick which carried 5000 passengers on one

Q.6 Summarise why corporate culture is important.

Ans : Corporate Culture:

Corporate culture is the personality of the organisation, the shared beliefs, values and behaviours of the group and it is symbolic, holistic, unifying, stable and difficult to change. We should never forget that the corporate culture is not the ethics, vision and mission in the corporate marketing materials. It is expressed in the dayto- day practice, communication and belief.

In contrast, corporate culture is the method by which things get done in an organisation. It is the one which drives action in the organisation, guiding

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