OM0017 – ADVANCED PRODUCTION PLANNING AND CONTROL

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ASSIGNMENT

DRIVE
WINTER 2014
PROGRAM
MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDOMN (SEM 2)
SUBJECT CODE & NAME
OM 0017 – ADVANCED PRODUCTION PLANNING AND CONTROL
CREDITS
4
BK ID
B2010
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. a. What is the importance of production planning and control?
Answer: The system of production planning and control serves as the nervous system of a plant.  It is a co-ordinating agency which co-ordinate the activities of engineering, purchasing, production, selling and stock control departments.  An efficient system of production planning and control helps in providing better and more economic goods to customers at lower investment.  It is essential in all plants irrespective of their nature and size.

The importance of production planning and control are summarized below:


b. What factors affect inventory planning and control?
Answer: Product Type:The type of product greatly influences the inventory control policies assigned to manage the product. For example, products with short shelf lives, such as perishable foods, require a different policy than men’s dress shirts. Short shelf life products must rotate based on expiration date. Although it seems like a first in/first out (FIFO) policy works in this case, if at any time goods come into the warehouse out of expiration date sequence, a FIFO policy will fail to manage the inventory properly.


c. What is the difference between batch and mass production?
Answer:In the simplest of terms batch production is a particular sized lot of parts produced to a particular set of instructions. For example producing 50 medium green t-shirts would be a batch. Producing white medium t-shirts all day would be mass production.

Mass Production - Production of a particular component or product in a production system that can handle large volume of production but with very little



Q. 2. What is a master schedule? Explain.
Answer:A master production schedule (MPS) is a plan for individual commodities to produce in each time period such as production, staffing, inventory, etc. It is usually linked to manufacturing where the plan indicates when and how much of each product will be demanded. This plan quantifies significant processes, parts, and other resources in order to optimize production, to identify bottlenecks, and to anticipate needs and


Q. 3. What are the different types of planning and scheduling tools? Explain.
Answer:Key Planning Elements are Scope of Work which is transpired in Work Breakdown Structure (WBS) and Method of Execution which is identified in the logic diagram. Let us understand both these elements.

Work breakdown Structure: The PMBOK Guide defines a WBS as a deliverable, orientated grouping of project elements that organizes and defines the total scope of the project. By using a WBS, it allows the project team to plan a project by means of a hierarchical structure, by identifying the elements and sub elements. A work package


Q. 4. a. What are the pillars of lean production?
Answer: Lean manufacturing or lean production, often simply "lean", is a systemic method for the elimination of waste ("Muda") within a manufacturing process. Lean also takes into account waste created through overburden ("Muri") and waste created through unevenness in work loads ("Mura"). Working from the perspective of the client who consumes a product or service, "value" is any action or process that a customer would be willing to pay for.

Essentially, lean is centered on making obvious what adds value by reducing everything else. Lean manufacturing is a management philosophy


b. What factors should be considered while implementing a production planning and control system?
Answer:Many technical and systems changes have occurred in manufacturing industry over recent years. The requirements being placed on companies by the market are also changing. Production Planning and Control (PPC) is being asked to respond effectively to these internal and external changes by providing a faster response and better control of resources and delivery performance.

The prime objective of production planning


Q. 5. Case Study: Planning and Scheduling at John Smith Pvt .Ltd
John Smith is a manufacturing organisation of apparels and accessories, specialising in both men and women segments. The organisation started in the US and gradually extended its different branches and merchandise to other nations as well. The organisation was not only favoured by customers but was also loved by its employees for the work environment it provided. Employees were not only paid well but were also provided good appraisals that motivated them to give their best to the organisation.
Current planner Mr. Jackson had been working with the organisation for the past 15 years and now wanted to take retirement from his work due to his age. The organisation bid him farewell and Mr.Max was hired as the new planner for the organisation on the basis of his qualifications and experience. After Mr. Max completed 1 year, the organisation observed dissatisfaction
Among its employees. The reason was that employees were not happy with the way production was carried out. There was too much pressure on employees, and Mr. Max was accepting more orders than the workers could manage.
This was demotivating workers and employees, and as a result , the company observed the highest attrition rate in its history. The management immediately reacted to the situation and called back Mr. Jackson as an external planning consultant to address the issue at the earliest,
Because management was losing its manpower, which was affecting the business.
Mr. Jackson paid a visit to the organisation and studied the records for the past 1 year.  He also
Had a discussion with the new planner, Mr. Max, for the current appraisal system. On the basis of his observations and discussions, Mr. Jackson made certain conclusions. He stated that Mr. Max was not following the appropriate production process, because the number of orders accepted for production was more than the resources available at the production unit. He also stated that the problem was not completely Mr. Max’s fault, because the organisation did not train him on the existing production process and neither did they make him aware of the competitors and the market.
Question:

What is main issue in the case study? Evaluate why this issue was caused and provide a solution to resolve it.

Describe the main issue in the case study.
To evaluate why the issue was caused
·         Assess if the recruitment of the new planner was done correctly
·         Discuss if the planner has the requisite skills and knowledge
·         Argue if training the planner would have resolved the problem, would performance measurement helped in identifying the issue
·         Provide the solution from point of view evaluation made

Answer: Planning, for our purposes, can be thought of as determining all the small tasks that must be carried out in order to accomplish a goal. Let's say your goal is to buy a gallon of milk. It may sound like a simple task, but if you break it down, there are many small tasks involved: obtain keys, obtain wallet, start car, drive to store, find and obtain milk, purchase milk, etc. Planning also takes into account rules, called constraints, which control when certain tasks can or cannot happen. Two (of many) constraints in this example are that you



Q. 6. Write short notes on:
a) Cost centre
Answer: Cost centers and profit centers are typically treated differently within an organization. Because a cost center doesn't produce a profit directly from its activities, managers of cost centers are responsible for keeping their costs in line or below budget. Examples of cost centers include marketing, human resources and


b) Objectives of sales and operations planning
Answer:The concept of Sales and Operations Planning (S&OP) is a month-based business process aimed at achieving a balance between a company’s overalldemand and supply (availability). An effective S&OP process links together business planning and master planning within a company.

Business Planning is typically based on product families and monetary units. The annual budget process that many companies work with is strongly connected to business planning. Sales and operations planning is also often


c) Bills of Distribution (BOD)
Answer:The bill of distribution (BOD) specifies how a product is further distributed within your enterprise following inward delivery from the supplier before being passed on to the customer. Because the distribution routes are firmly predefined by the BOD, you can use the latter to carry out spare parts planning without a time-consuming source determination process. Bills of distribution define the sourcing strategies of several organizations. In other words, a bill of distribution is library of sourcing strategies. For instance, the sourcing strategy described in SR-C01 could apply to different organizations at different periods. You cannot do this with sourcing rules because you have to apply the strategy to one org or all orgs.

d) Advanced scheduling
Answer:Advanced planning and scheduling (also known as APS and advanced manufacturing) refers to a manufacturing management process by which raw materials and production capacity are optimally allocated to meet demand. APS is especially well-suited to environments where simpler planning methods cannot adequately address complex trade-offs between competing priorities. Production scheduling is intrinsically very difficult due to the (approximately) factorial dependence of the size of the solution space on the number of items/products to be manufactured.

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OM0016 – QUALITY MANAGEMENT

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Send your semester & Specialization name to our mail id :
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ASSIGNMENT

DRIVE
WINTER 2014
PROGRAM
MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDOMN (SEM 2)
SUBJECT CODE & NAME
OM 0016 – QUALITY MANAGEMENT
BK ID
B2009
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.

Answer the following questions:

Q. 1. a. What is the need for quality management?
Answer: A quality management system (QMS) consists of two types of activities. Quality assurance (QA) is activities designed to ensure that quality is built into the process. Quality control (QC) is activities designed to ensure that desired quality levels are actually achieved by the process. It takes both types of activities to reach desirable quality goals. It is unreasonable to expect that quality assurance will be 100 percent effective in preventing maintenance and commissioning errors. The activities are a human endeavor, which



b. What are the advantages of ISO 9000 standards?
Answer: ISO 9000 is the standard for a quality management system that closely resembles many other management systems. These other systems, based on health, safety, the environment, and business continuity, can be integrated into an overarching business management system. Benefits of this system include aligned interests, reduced costs, and improved efficiency. With one of these systems in place, it is easier to implement any of the others; many documents required for a different standard are already prepared, and personnel are already accustomed to the audit process. Using multiple standards will not only


c. What is the structure of Quality Management System (QMS)?
Answer: The concept of quality as we think of it now first emerged from the Industrial Revolution. Previously goods had been made from start to finish by the same person or team of people, with handcrafting and tweaking the product to meet 'quality criteria'. Mass production brought huge teams of people together to work on specific stages of production where one person would not necessarily complete a product from start to finish. In the late 19th century pioneers such as Frederick Winslow Taylor and Henry Ford recognized the limitations of the methods being used in mass production at the time and


d. Explain any four attributes of a quality leader.
Answer:Having a great idea, and assembling a team to bring that concept to life is the first step in creating a successful business venture. While finding a new and unique idea is rare enough; the ability to successfully execute this idea is what separates the dreamers from the entrepreneurs. However you see yourself, whatever your age may be, as soon as you make that exciting first hire, you have taken the first steps in becoming a powerful leader. When money is tight, stress levels are high, and the visions of instant success don’t happen like you thought, it’s easy to let those emotions get to you, and thereby your team. Take


Q. 2. Write short notes on:
a) QS 9000
Answer:QS9000 is a quality standard developed by a joint effort of the "Big Three" American automakers, General Motors, Chrysler and Ford. It was introduced to the industry in 1994. It has been adopted by several heavy truck manufacturers in the U.S. as well. Essentially all suppliers to the US automakers need to implement a QS9000 system. QS 9000 is a company level certification based on quality system requirements



b) Attaining quality culture through employees
Answer:People talk about employee empowerment in many different ways, but the basic theme remains: give your employees the means for making important decisions, and making those decisions the right ones.

The results, when this process is done right, are heightened productivity and a better quality of work life.


c) Importance of quality control
Answer:Quality control may be defined as that industrial management technique or group of techniques by means of which products of uniform acceptable quality are manufactured. It is indeed the mechanism by which products are made to measure up to specifications determined from customer’s demand and transformed into sales, engineering and manufacturing requirements. It is concerned with making things right rather than the discovering and rejecting those made wrong.
Quality control is essential to building


d) Double sampling plan
Answer:Double sampling plans are generally superior to corresponding single sampling plans from an economic standpoint. That is because the double sampling plans can give an early decision at the first stage whenever lot quality is extremely good or bad. Further, because this method has five parameters (n 1, n 2, c 1, c 2, c 3), double sampling plans can be developed to accord well with required characteristics of the inspection method (e.g. AOQL, producer’s and consumer’s risks). Double sampling attribute plan in MIL-STD 105D adopt some convenient constraints for selecting parameters, for example n 1 = n 2 or 2n 2, and


Q. 3. Forces of change are the factors that drive or stimulate the need for a change in an organisation. Some of these are external, arising from outside the organisation whereas others are internal, arising from sources within the organisation. Discuss the external and internal forces of change.

Answer:Managers must recognize and respond to all factors that affect their organizations. This lesson describes how the internal and external environments of an organization drive change within the company.

The Internal Environment: The internal environment of an organization refers to events, factors, people, systems, structures and conditions


Q. 4. “Six Sigma In Healthcare
Published: Jun 12 2004, 00:00 IST
Written by Mr. GopalKulkarni, Master Black Belt - Six Sigma and Founder & Managing Director, Synagoge Knowledge Services
Six Sigma is a powerful problem solving technique that helps in reducing variation in any process by using powerful statistical tools for analysis. Six sigma has been successfully used by various organizations as an enabler for business strategies leading to huge additions in their yearly turnover and at the same time improving customer satisfaction by quantum leaps. This article describes how this methodology can be used in hospitals to enhance customer care activities and reduce wastage to improve the bottom line.
Healthcare In India
A huge percentage of the expenditure in the healthcare segment is borne by the government sector. A large chunk of money spend on healthcare by private organizations is limited to urban areas. There is a growth in investment from private organizations in the tertiary healthcare sector. They provide for the multi-specialty hospitals and super specialty hospitals. A large part of the government funds go into primary healthcare and the rest goes into the upkeep of large hospitals.
When we consider the large hospitals (private or government) there is increasing pressure on the organization to better their performance in customer care and at the same time suffer huge price pressures because of the increasing influence of insurance in healthcare. Rapidly changing technologies, escalating manpower costs, increased regulations and consumer activism leads to further pressures to reduce costs and enhance productivity and ROI.
How does six sigma help? Let us take an example of a patient undergoing a diagnostic examination. The process steps for the diagnostic examination would be: Let us look at this process from two angles: One from the customer’s (patient) point of view and another from the hospitals’ point of view.
From a patient’s angle his need would be that of a defect free report in the shortest possible time. He would also expect reasonable charges for the service, comfortable environment and a courteous staff.
From the hospitals angle, the need would be to maximize the number of patients attended to within an available time period so as to minimize the cost of examination and ensure customer loyalty.

Given these two needs you will find that the goals of both the hospital and the patient are one and the same. If the hospital is able to minimize the time for turnaround, it can maximize the number of examinations and utilize its diagnostic equipment to the fullest.

This is where six sigma can help. It can reduce the variation in the time taken for a particular process.
For example, let us try to reduce the variation in the time taken for a diagnostic scan. The time taken is defined as the time period from when the patient enters the hospital / clinic to the time he gets the report. When data of this time is collected over a period of time, it can be represented by a normal distribution curve as shown below. As the curve becomes flatter, the variation is higher. Let us assume that the mean time is 4 hours and standard deviation (a measure of variation) 1 hour.

Going by the characteristics of the normal curve it would mean that 99.73% of the patients get their reports between one and seven hours. If the standard deviation is reduced by half it would mean that the same process can give an output within 2.5 to 5.5 hrs.

How does one go about reducing the variation or even the mean? The output (time taken for scanning) can be represented in a mathematical form:
Y is the output and the X’s are the variables affecting the output. The power of six sigma lies in identifying those X variables that have the maximum impact on the variation and also those X’s that have the maximum impac on the mean time. Using tools like hypothesis testing, simulation design of experiments etc, we can arrive at the critical X’s. When we control these X’s, we can reach our goal of minimizing the time taken for scanning.

What benefits does the hospital derive from this?
• Reduced output time, leading to better utilization of time
• Higher productivity, savings on manpower cost per patient
• Improved cycle time, leading to customer satisfaction and more loyalty

We can replace the diagnostic time by any other parameter like: Reduced pharma inventories, Reduction in discharge time, Price realization, Cost/bed, Bed utilization, Plugging revenue leakage, Asset utilization and Reducing patient queues.

Improvements
Six Sigma methodology can still be applied to improve these parameters. The robustness and foolproof data collection needed for the application of Six sigma in services is achieved by the increased use of information technology. Although, the solution itself is derived from the six sigma process the use of IT in the method ensures consistency and reduction in variation.
In conclusion it can be said that the absence of a physical product as in the healthcare sector does not stop or limit the usage of this excellent tool that can streamline your business and increase the turnover. All that is required would be rigorous data collection and data based decision making.”
Source: KulkarniGopal. http://www.financialexpress.com/news/six-sigma-in-healthcare/107164/0
Question:
From the above articles evaluate how six sigma can aid enhance healthcare.


Answer:Once Six Sigma is introduced and begins to take hold within the realm of patient care, initial efforts will likely focus on existing processes that appear to be dysfunctional or more often prone to error. The Six Sigma approach to this type of process is referred to as DMAIC: Define, Measure, Analyze, Improve, Control. This may sound somewhat like previously tried operational improvement processes, and it also sounds like the nursing




Q. 5. Elaborate on Quality Function Deployment (QFD).
Answer:Quality function deployment (QFD) is a “method wily to transform qualitative user demands into quantitative parameters, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process.”, as described by Dr.YojiAkao, who originally developed QFD in Japan in 1966, when the author combined his work in quality assurance and quality control points with function deployment used in value engineering.



Q. 6. a. Explain the different modes of failures.
Answer:modes of failures are a Manner in which an equipment or machine failure can occur. The typical failure modes are:
(1) Premature Operation,
(2) Failure to Operate At the Prescribed Time,
(3) Failure to Cease Operation atthe Prescribed Time,
(4) Failure during Operation, And
(5) Degraded or Excessive Operational Capability.


b. What is terotechnology?
Answer:Terotechnology uses tools such as net present value, internal rate of return and discounted cash flow in an attempt to minimize the costs associated with the asset in the future. These costs can include engineering, maintenance, wages payable to operate the equipment, operating costs and even disposal costs. For example, let's say an oil company is attempting to map out the costs of an offshore oil platform. They would use terotechnology to map out the exact costs associated with assembly, transportation, maintenance and


c. What are reasons for using gap models?
Answer:The Service Quality Model, also known as the GAP Model, was developed in 1985. It highlights the main requirements for delivering a high level of service quality by identifying five ‘gaps' that can lead to unsuccessful delivery of service. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' to receive; thus, when the experience does not match the expectation, a gap arises.



Answer:
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OM0015 – MAINTENANCE MANAGEMENT

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Send your semester & Specialization name to our mail id :
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ASSIGNMENT

DRIVE
WINTER 2014
PROGRAM
MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDOMN (SEM 2)
SUBJECT CODE & NAME
OM 0015 – MAINTENANCE MANAGEMENT
BK ID
B2008
CREDIT
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:

a) Need for maintenance management

Answer:Maintenance can be defined as a combination of all technical and associated administrative actions intended to retain equipment in, or restore it to, a state in which it can perform its required function. Industrial maintenance is interpreted in the context of industrial systems (such as production facilities, buildings, equipment, and
               

b) Maintenance resources
Answer:Maintenance resourcesare Facilities, funding, personnel, spare parts, technical data, test equipment, tools, etc., available or provided for maintenance operations. Aspects of good planning, scheduling, and resource optimization of daily work are described in Chapter 24, Long Look-Ahead Plan.



c) Decentralised maintenance
Answer:Decentralisation means diffusion of authority. The dispersal of authority of decision-making to the lower level management is termed as decentralisation. Decentralisation of authority is a fundamental phase of delegation and the extent to which authority is not delegated is called centralisation. According to Fayol "

d) Reliability Centred Maintenance

Answer:Reliability-centered maintenance (RCM) is a process to ensure that systems continue to do what their users require in their present operating context. It is generally used to achieve improvements in fields such as the establishment of safe minimum levels of maintenance. Successful implementation of RCM will lead to increase in


Q. 2. Optimizing Maintenance at XYZ Electricals
XYZ Electricals is one of the leading manufacturers of electrical utilities. The organisation is well known for delivering quality products to consumers. It has adopted
A preventive maintenance (PM) approach for the maintenance of its machines and equipment. However, in the last few months, the organisation has observed an increase in:
·         Maintenance costs
·         Facility downtime
·         Frequent failures of components
After thorough analysis, it has been found that the main cause behind all the problems is the excessive use of preventive maintenance. The organisation also realized that it must adopt a maintenance process that maintains a balance between the requirements and resources of maintenance.
Therefore, XYZ decided to implement maintenance optimization procedures in the plant. Various optimization techniques were developed to convert traditional preventive maintenance into a cost - effective program. These techniques aimed at:
·         Identifying assets that affect plant operations
·         Identifying assets that may benefit most from preventive maintenance
·         Selecting the most appropriate preventive tasks
·         Combining appropriate traditional maintenance tasks with predictivemaintenance tasks
·         Implementing appropriate training methods to apply optimization techniques
After implementing maintenance optimisation techniques, the benefits that XYZ received after optimising its maintenance are:
·         Reduction in maintenance costs by removing unnecessary corrective maintenance expenses
·         Improvement in understanding of assets
·         Application of cost – effective preventive maintenance techniques
·         Better assessment of functioning of assets when they are in operation
What are the problems at XYZ Electricals? Which was adopted to overcome the problems? Assess if the solution is effective in resolving the problem.

Answer:XYZ Electricals is one of the leading manufacturers of electrical utilities. The organisation is well known for delivering quality products to consumers. It has adopted A preventive maintenance (PM) approach for the maintenance of its machines and equipment. However, in the last few months, the organisation has observed an increase in:
·         Maintenance costs


Q. 2. List the problems at XYZ

Answer:Maintenance costs, Facility downtime and Frequent failures of components. After thorough analysis, it has been found that the main cause behind all the problems is the excessive use of preventive maintenance. The organisation also realized that it must adopt a maintenance process that maintains a balance between the requirements and resources of maintenance.
Therefore, XYZ decided to implement

Q. 3. Write short notes on:
a) Production philosophy
Answer:The product philosophy was the dominant marketing philosophy prior to the Industrial Revolution and continued to the 1920s. The product philosophy holds that the organization knows its product better than anyone or any organization. The company knows what will work in designing and producing the product and what will not work. For example, the company may decide to emphasize the low cost or high quality of


b) Mean Time to Repair
Answer:Mean Time To Repair (MTTR) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device. Expressed mathematically, it is the total corrective maintenance time divided by the total number of corrective maintenance actions during a given period of time. It generally does not include lead time for parts not readily available or other Administrative or Logistic Downtime (ALDT).




c) Maintenance documentation
Answer: Maintenance is part of the Change Management process.  Creating maintainable documentation should be a major objective for all Policies, Processes, and Procedures.  The ease or difficulty of maintenance is dependent upon the foundation established during the Planning phase.  With age, the quality of the Policies, Processes, and Procedures will lessen, if the Plan, Build, and Change phases are not properly performed.



d) Online or permanent condition monitoring
Answer:Condition monitoring (or, colloquially, CM) is the process of monitoring a parameter of condition in machinery (vibration, temperature etc.), in order to identify a significant change which is indicative of a developing fault. It is a major component of predictive maintenance. The use of conditional monitoring allows maintenance


Q. 4. Which are the common tasks performed in maintenance management?
Answer:Most Preventive Maintenance (PM) programs were set up many years ago. Each department in a plant set up their own program in isolation from each other. As an example, a plant set up a PM program covering mechanical equipment, then another program was set up for electrical equipment and another to cover automation and control system. A lubricant vendor then added lubrication routes and on top of this other PM activities such as Vibration Analysis and Operator Inspections was added in addition to all


Q. 5. What are the benefits and issues related to predictive maintenance?
Answer:While many companies are perfectly satisfied with the performance of their outsourced predictive maintenance (PdM) programs, some do not get the desired results for the time and money expended. Others recognize that they have a pool of in-house talent that could do the job given enough time and training, or are facing budget cuts and pressures that force limiting, reducing or defunding PdM contracts.Vibration analysis is one of the most commonly used predictive maintenance technologies in industry.


Q. 6. Write short notes on
a) Structure of maintenance budget
Answer:In Former Budgeting, the budget structure represents all the funds centers and commitment items in hierarchical form for each fund. The budget structure is year-dependent and is therefore valid up until the time it has to be redefined due to new requirements. You define an individual budget structure that is year-independent for each fund if you are using overall values for this fund. By using posting objects you specify which BS elements can be posted. The standard setting for Funds Management supports postings of actual


b) Role of maintenance auditor

Answer: Audit is the process of checking accounting entries as per norms and guideline by the accounting professionals. The Companies Act,1956 provides for compulsory appointment of an independent person as the 'auditor' of the company whose responsibility is to examine the affairs of the company and to report it to the


c) Codification of spare parts

Answer:Codification / cataloguing is basically an identification system for each item of the inventory. Normally, it is the custodian who does the codification for the items he keeps in his inventory. However, in firms of substantial sizes where good number of items are received on regular basis , codification is usually done by a team


d) Types of maintenance benchmarking

Answer:Benchmarking is the process through which a company measures its products, services, and practices against its toughest competitors, or those companies recognized as leaders in its industry. Benchmarking is one of a manager's best tools for determining whether the company is performing particular functions and activities efficiently, whether its costs are in line with those of competitors, and whether its internal activities and business processes need improvement. The idea behind benchmarking is to measure internal processes
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