QM0019: FOUNDATIONS OF QUALITY MANAGEMENT

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Assignment

DRIVE	SPRING 2015
PROGRAM	MBA (SEM 3)
SUBJECT CODE & NAME	QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
BK ID	B1926
CREDIT & MARKS	4 CREDITS & 60 MARKS

Q. 1 Define the term ‘quality’. Explain the dimensions of quality.

Answer: Quality is defined in follows ways:

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

Q.2 What is meant by “customers’ perception of quality”? Explain the factors that influence customers’ perception of quality.

Answer: All that really counts is the customer perception of quality.

·         Offer Prompt Attention: Everyone wants prompt attention. The longer a caller has to hold, get passed between departments, wait for

Q.3 Explain the following with an example:

(a) Quality policy

Answer: 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.

(b) Quality objectives

Answer: The top management of the organization needs to establish quality objectives. Top management of the organization must ensure that quality objectives (including those needed to meet requirements for the product) are established at relevant functions and levels within the organization. The quality objectives must be measurable and consistent with the quality policy of the organization. Clause 7.1 (a) of ISO 9001:

Q.4 Describe the principles of quality management system.

Answer: Principles of Quality Management are used for the development of the most popular quality standard, they are also useful resources for management professionals looking to implement or improve a quality management programme.

Principe 1: Customer Focus: This standard relates to customer needs and customer service: a business should understand their customers and seek to meet their requirements. Where possible, they should aim to exceed customer expectations.

Q. 5 Explain the concept of productivity. How do you calculate productivity? List the factors affecting 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

Q.6 Write short notes on the following:

(a) Quality audit

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.

(b) Supplier Selection

Answer: A strategic approach to choosing suppliers can also help you to understand how your own potential customers weigh up their purchasing decisions.

This guide illustrates a step-by-step approach you can follow that should help you make the right choices. It will help you decide what you need in a supplier, identify potential suppliers and choose your supplier.

·         Thinking strategically when selecting

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