BBA303: QUALITY MANAGEMENT

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ASSIGNMENT

DRIVE	WINTER 2014
PROGRAM	Bachelor of Business Administration- BBA
SEMESTER	3
SUBJECT CODE & NAME	BBA303: QUALITY MANAGEMENT
BK ID	B1597
Credit & Marks	4 CREDITS & 60 MARKS

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

Q. 1. Mention some of the definitions of quality. Explain the dimensions of quality. Whatis meant by quality assurance?

Answer: Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was

Q. 2. Explain the following:

a) Kaizen: Kaizen, Japanese for "change for better". When used in the business sense and applied to the workplace, kaizen refers to activities that continually improve all functions and involve all employees from the CEO to the assembly line workers. It also applies to processes, such as purchasing and logistics,that cross organizational boundaries into the supply chain. It has been applied in healthcare, psychotherapy, life-coaching, government, banking, and other industries.

b) Benchmarking and its importance:Benchmarking is the process of comparing one's business processes and performance metrics to industry bests or best practices from other companies. Dimensions typically measured are quality, time and cost. In the process of best practice benchmarking, management identifies the best firms in their industry, or in another industry where similar processes exist, and compares the results

Q. 3. (a) Describe the contribution of Edwards Deming to Quality management.

(b) Differentiate between Mission and Vision Statements.

Answer:(a)Deming’s 14 Points on Quality Management, a core concept on implementing total quality management, is a set of management practices to help companies increase their quality and productivity.

·         Create constancy of purpose for improving products and services.

·         Adopt the new philosophy.

·         Cease dependence on inspection to achieve

Q. 4. What is meant by Customer Focus? Describe in brief the concept of Customersatisfaction and Customer delight.

Answer:Customer focus is an organizational stance in which all aspects of a company's production and delivery of goods or services are directed by the best interests of the customers. The customer is always right, and the customer comes first. Excellent customer service contributes to a company's good reputation and draws more customers. Workers are proud to be employed by a company that is known for taking good care of customers;

Q. 5. Write Short notes on the following:

a) Cost of Quality: When calculating the business case for a Six Sigma project, the cost of poor quality (COPQ), which is the cost caused through producing defects, is a commonly used concept. Within the total amount of quality cost, however, COPQ represents only a certain proportion. Costs do not result from only producing and fixing failures; a high amount of costs comes from ensuring that good products are produced. This article explains the cost of quality as a more comprehensive concept covering the cost of

b) Productivity: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 value of inputs is a measure of the income generated in a production process. It is a measure

Q. 6. Define Quality Management System. Explain Quality Management Principles.

Answer:A quality management system (QMS) is a collection of business processes focused on achieving quality policy and quality objectives to meet customer requirements. It is expressed as the organizational structure, policies, procedures, processes and resources needed to implement quality management. Early systems emphasized predictable outcomes of an industrial product production line, using simple statistics and random sampling. By the 20th century, labour inputs were typically the most costly inputs in most industrialized

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