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DRIVE-Spring
2014
PROGRAM/SEMESTER-
MBADS (SEM 3/SEM 5) MBAFLEX/ MBAN2 (SEM 3)
PGDTQMN
(SEM 1)
SUBJECT CODE &
NAME-QM0010 FOUNDATIONS OF QUALITY
MANAGEMENT
Q1.
a. Describe the main features of Companywide
approach on Quality.
b. Write a note on
Berry’s dimensions of service quality.
(Meaning of Quality
and Companywide quality approach, Berry’s 10 Dimensions of service quality)
Answer.
a)
Meaning of
Quality
The term “Quality” is being
defined in many ways as each of them understands. It is similar to 7 blind men
describing an elephant. Each one of the definition provides an insight to the
concept of quality in its own way. Let us see some of the major definitions of
quality.
A. “Quality is physical or
non-physical characteristic that constitutes that basic nature of a thing or is
one of its distinguishing features”. – Webster’s new World Dictionary.
Q2 Explain the
Quality Function Deployment (QFD) process and describe why it is also called
“House of Quality”.
(Meaning of Quality
Function Deployment (QFD), QFD Process, Construction of QFD (House of Quality)
Answer.
Quality Function
Deployment (QFD)
QFD is a planning process to
guide the design, manufacturing and marketing of goods by integrating the voice
of the customer through out the organization. Through QFD, every design,
manufacturing and control decision is made to meet the expressed needs of
customers. It uses a type of matrix diagram to present data and information.
Q3. Discuss the
major Barriers/Obstacles to Quality. Describe how to overcome these barriers.
(Barriers/
Obstacles to Quality, Overcoming Barriers)
Answer.
Barriers/Obstacles
to Quality
The barriers/obstacles to
implement TQM seem endless. The barriers are found never-ending with plenty of
issues. In fact it starts from top management itself and flows down to all
working levels. This is so in all business sectors, whether they are
manufacturing, services, government and even education.
The question is: Is there any way
to adopt TQM and finally overcome these barriers? Therefore, it is important
for organizations to understand these barriers first and avoid them both before
and during the TQM implementation.
Q4
a. How is the Human
Relations Theory different from the Classical Theory?
b. Briefly explain
the following:
i. Quality
Inspection
ii. Quality Control
iii. Quality
Assurance
(Differences, Explanation
of Quality Inspection, Quality Control, Quality Assurance)
Answer.
a)
Difference
between Human Relations Theory & Classical Theory
Human
Relations Theory
The Human Relations Model of
organization emerged as a means of addressing these difficulties and was the
first significant challenge to the „machine‟ view. The organic or organism
analogy stem from the origins of modern systems thinking in the biological
sciences and attempts to deal with the attainment of survival of the system or
Q5. What is service
quality? What are the internal and external measures of service quality? Briefly
explain the Gap Model of Service Quality Measurement.
(Meaning of service
quality, Internal measures of service quality, External measures of service
quality, Gap model of service quality)
Answer.
Service quality
Quality in service organization
is a measure of the extent to which the service delivered meets the customer‟s expectations.
The nature of most services is such that the customer is present in the delivery
process. This means that the perception of quality is influenced not only by
the service outcome but also by the service process. The perceived
Q6 “Quality is the
new buzzword and is dominating business processes and services like never
before”, Justify.
(Explanation)
Answer.
Outsourcing to India is now more
about high quality rather than cost. Indian companies are fast scaling up to
match or surpass international quality standards and are ensuring that they
stay ahead through stable quality systems and continuous quality improvement. The
Indian BPO industry, which previously relied on its cost effectiveness to attract
customers, now has entirely different focus- quality standards and is ensuring
that they stay ahead through stable quality systems and continuous quality
improvement.
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