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DRIVE
SUMMER
2014
PROGRAM
- Bachelor of Business Administration- BBA
SEMESTER
- 3
SUBJECT
CODE & NAME
BBA303:
QUALITY MANAGEMENT
Q.1.
Define the term Quality management. What are the dimensions of quality?
Differentiate between Quality Control and Quality Assurance.( Definition of Quality management, Dimensions of quality, Difference
between Quality Control and Quality Assurance) 2,4,4
ANS:
Quality Management: Having learnt the meaning of
quality, let us now see what “quality management” is. Quality management
is defined as “management activities and functions involved in
determination of quality policy and its implementation through means
such as quality planning and quality assurance (including quality
control)”. It involves activities needed to maintain a desired level of
excellence. Quality management is focused
Q.2.
Differentiate between Mission and Vision Statements. Write a brief note on
“quality objectives” [ a) Difference between Mission and Vision Statements, b)
Quality Objectives] 5,5
ANS:
a)
Differentiate between Mission and Vision Statements: Vision defines the way an
organisation or enterprise looks into its future. Vision is a long-term outlook
that describes how the organisation would like to view itself in the
competitive world in which it operates. A vision statement outlines what the
organisation wants to be in the future. It is a major source of inspiration for
the organisation. Mission defines the
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Q.3.
Explain the following:[ a) Explanation of “Kaizen”, b) Benchmarking and its
importance] 5,5
ANS:
a)
Kaizen: Kaizen is a Japanese word meaning
improvement or change for the better.
It, refers to the beliefs or
practices that focus on the continuous improvement of various processes. The
word ‘Kai’ refers to change, and the word ‘Zen’ means good. Kaizen, also
sometimes referred to as continuous improvement process, is defined as a
guiding principle that introduces small and minute changes in an operating
Q.4.
What is meant by Customer Focus? Describe in brief the concept of Customer
satisfaction and Customer delight. (Meaning of Customer Focus, Concept of
Customer satisfaction and Customer delight) 4,6
ANS:
Customer Focus: Before understanding customer
focus, we need to know what focus means to organisations. Focus means
concentration of energy. When someone focuses completely on a particular
goal, that person will soon achieve that goal. Similarly, for
organisations too, focus provides the capability to bring together their
divergent energies by concentrating them towards the singleminded achievement
of desired goals. Thus, focus
Q.5.
Write Short notes on the following: [a) Cost of Quality, b) Productivity] 5,5
ANS:
a)
Cost of Quality: Traditionally, cost of quality is
defined as the expenditure incurred by the producer to achieve a
particular level of quality. It has been modified, and today it is
defined as the expenditure incurred by the producer, user, and community
to achieve a particular level of quality. It is an important concept
because managers, before making any decision related to quality, must
have clear understanding of the implications of the decisions on cost.
Quality cost details are also important for the following reasons:
Q.6.
Define Quality Management System. Explain Quality Management Principles. (
Definition of Quality Management System, Quality management principles) 2,8
ANS:
Quality Management System: Quality Management Systems (QMS)
provide a broad framework for organisations to implement quality
management within the organisation. The primary aim of quality
management systems is to ensure quality within an organisation in the
most efficient and cost effective manner.
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