QM0019: FOUNDATIONS OF QUALITY MANAGEMENT

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Assignment

DRIVE	FALL 2014
PROGRAM	MBA
SEMESTER	3
SUBJECT CODE & NAME	QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
BK ID	B1926
CREDIT & MARKS	4 CREDITS & 60 MARKS

Note: Answer all questions. Each question is followed by evaluation scheme.

1(i) Various experts and pioneers of quality management have defined the term quality in different ways. Mention some of such definitions of ‘quality’.

Answer: Customer - based

"Quality consists of the capacity to satisfy wants."(C.D. Edwards, "The Meaning of Quality", in Quality Progress Oct.1968)

"Quality is fitness for use."

2. Manufacturing - based

"Quality is the degree to which a specific product conforms to a design or specification" (H.L. Gilmore: Product Conformance Cost. Quality progress June

2 Explain the contributions of the following quality gurus towards quality management:

(a) Kaoru Ishikawa

Answer: Kaoru Ishikawa was a Japanese organizational theorist, Professor at the Faculty of Engineering at The University of Tokyo, noted for his quality management innovations. He is considered a key figure in the development of quality initiatives in Japan, particularly the quality circle. He is best known outside Japan for the Ishikawa or cause and effect diagram (also known as fishbone diagram) often used in the analysis of industrial processes.

(b) Genichi Taguchi

Answer: Genichi Taguchi (January 1, 1924 - June 2, 2012) was an engineer and statistician. From the 1950s onwards, Taguchi developed a methodology for applying statistics to improve the quality of manufactured goods. Taguchi methods have been controversial among some conventional Western statisticians, but others have accepted many of the concepts introduced by him as valid extensions to the body of knowledge.

3(i) Define the term ‘Strategic Quality Management’ and explain its concept in brief.

Answer: Supply chain management (SCM) is "the systemic, strategic coordination of the traditional business functions and the tactics across these business functions within a particular company and across businesses within the supply chain, for the purposes of improving the long-term performance of the individual companies and the supply chain as a whole." It has also been defined as the "design, planning, execution, control, and

(ii) What is meant by Quality policy? Explain with an example.

Answer: Quality policy: The quality policy is the only true definition of quality that counts in your organisation. Provided that you take into account the few important items the standard asks for, you can define and measure quality any way you choose.

·         Make sure the policy builds on current corporate objectives and values

·         It must be fully integrated with those

·          

4 What is meant by Customer focus? Explain ‘Customer Perception of Quality’ in brief.

Answer: A business that has a “customer focus” is one which takes the time and trouble to understand and address customer needs.

A customer is anyone who buys a product – either a good or a service – from a business.  A customer will be satisfied with his/her purchase if the product meets the customer’s needs. So it is essential that a business has a good understanding of what customers want and need from a product. If customer needs are met, then the customer is generally satisfied.

5 Write short notes on the following:

(a) Knowledge Management

Answer: Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge.

An established discipline since 1991 KM includes courses taught in the fields of business administration, information systems, management, and library and information sciences (Alavi & Leidner 1999). More recently, other fields have started contributing to KM research; these include information and media, computer science, public health,

(b) Quality Awards

Answer: “Quality” represents the extent to which a good/service meets or exceeds   expectations

·         Overall Quality

·         Quality along many dimensions

Term used for today’s new concept of quality is total quality management

·         Quality awards:  special recognition 

·         Strive for excellence

·          

6 Explain the following in brief:

(a) Quality audits

Answer: Quality audit is the process of systematic examination of a quality system carried out by an internal or external quality auditor or an audit team. It is an important part of organization's quality management system and is a key element in the ISO quality system standard, ISO 9001.

Quality audits are typically performed at predefined time intervals and ensure that the institution has clearly defined internal system

(b) Productivity

Answer: Productivity is an average measure of the efficiency of production. It can be expressed as the ratio of output to inputs used in the production process, i.e. output per unit of input.

When all outputs and inputs are included in the productivity measure it is called total productivity. Outputs and inputs are defined in the total productivity measure as their economic values. The value of outputs minus the

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