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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
CREDIT - 4
MARKS – 60
Q1. Answer the
following questions: a. What is the need for quality management? b. What are
the advantages of ISO 9000 standards? c. What is the structure of Quality
Management System (QMS)? d. Explain any four attributes of a quality leader.
2.5, 2.5, 3, 2
Answer:
Need for quality management: Managing quality is very
essential to get competitive advantage in todays’ highly competitive
environment. This is because, if a customer does not get the required
quality of products, he/she tends to switch to other brands. Therefore,
it is important for every organisation to better manage the quality of
products
Q2. Write short
notes on: 10 (2.5 marks each)
·
QS 9000
·
Attaining quality culture through
employees
·
Importance of quality control
·
Double sampling plan
Answer:
QS 9000: QS 9000 was developed in 1994 for
the automotive industry to provide requirements for the quality systems
on the basis of the needs of the automotive sector. The requirements
were developed by Chrysler, Ford, General Motors and other major truck
manufacturers. The use of QS 9000 in the automotive industry has led to
the elimination of demands and waste due to redundancy in the systems
being followed.
Q3. 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. ( Describe external forces
of change, Discuss the FOUR key categories of external forces of change,
Describe internal forces of change, Discuss any FOUR key categories of internal
forces of change) 1, 4, 1, 4
Answer:
External forces of change: These forces from outside the
organisation stimulate the need for change in an organisation. Unlike the
internal forces of change, the external forces cannot be controlled from within
an organisation. However, access to external information can help organisations
to implement changes well on time and effectively. These forces account for
global effects that might require an organisation to evaluate its
Q4. “Six Sigma In
Healthcare
Published: Jun 12
2004, 00:00 IST
Written by Mr.
Gopal Kulkarni, 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 collectionand data based decision making.”
Source: Kulkarni
Gopal. http://www.financialexpress.com/news/six-sigma-in-healthcare/107164/0
Question:
From the above
articles evaluate how six sigma can aid enhance healthcare.
(List the areas
where six sigma can be applied in health care, Describe how six sigma can
improve processes in healthcare., List the benefits of six sigma in healthcare,
Assess if six sigma can improve processes and deliver value to the
patient/customer) 1, 5, 2, 2
Answer:
Q5. Elaborate on
Quality Function Deployment (QFD). (Define QFD, List the elements that are
required to facilitate QFD, List the components of QFD, Describe the QFD
process, List the benefits of QFD) 1, 1, 2, 4, 2
Answer:
Quality Function Deployment (QFD): Quality Function Deployment (QFD)
is a systematic approach used by the development team to identify
customers’ requirements and define them for making products that satisfy
customers’ needs.
List
the components of QFD:
QFD consists of two components, which are as follows:
Q6. a. Explain the
different modes of failures. b. What is terotechnology? c. What are reasons for
using gap models? d. Explain the types of Knowledge Support System (KSS). 3, 3,
2, 2
Answer:
Modes of failure: Failure in an item or product
occurs when it ceases to operate. In oder to take the appropriate
corrective actions to rectify the failures, it is essential to understand
the different modes of failure. Mode of failure simply refers to the way
a system failure occurs.
Catastrophic failure: A catastrophic failure is said to
have occurred when an operating system that is functioning normally comes to
Get fully solved assignment. Buy online from website
online store
or
plz drop a mail with your
sub code
we will revert you within 2-3 hour or immediate
Charges rs
125/subject and rs 700/semester only.
if urgent then call us
on 08791490301, 08273413412
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