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ASSIGNMENT
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DRIVE
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FALL 2015
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PROGRAM
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MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDOMN (SEM 2)
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SUBJECT CODE & NAME
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OM 0016 – QUALITY MANAGEMENT
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BK ID
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B2009
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CREDITS
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4
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MARKS
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60
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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:
Dear
students get fully solved assignments
Send
your semester & Specialization name to our mail id :
“
help.mbaassignments@gmail.com ”
or
Call
us at : 08263069601
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