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DRIVE
SUMMER 2015
PROGRAM - MASTER OF
BUSINESS ADMINISTRATION (MBA)
SEMESTER - III
SUBJECT CODE &
NAME
QM0019 –
FOUNDATIONS OF QUALITY MANAGEMENT
BK ID - B1926
CREDITS - 4
MARKS – 60
Q1. a. From the perspective of an organisation, a
seller, or a manufacturer, what are the four parameters on which the
significance of better quality can be realised? b. Write a short note on the evolution of
quality management.(
a.
Explaining the four parameters , b.
Explaining the evolution of quality management) 6, 4
Ans. Explaining the four parameters
Performance: Operating features of a product indicates how effectively the
product or service is performing the intended functions. If the product Performances
performance is said to be achieved. For example, if
you buy a Honda bike and find it is running well as per the expected mileage
and fuel consumption, you can say
Q2. Write in detail
about the five different types of customer. (Explaining five types of customer)
10
Ans. Loyal customers: Loyal customers are
customers, who prefer to buy products of particular brand. Such customers are
faithful to a single
brand and do not switch to other brands frequently.
Loyal customers, though not evangelists of brands, also help an organisation to
good reputation through word-of-mouth about its products
Q.3 Describe the four
phases of QMS implementation in detail. Define quality manual and explain it.
Ans. Phase-1 Analysis: Planning: including
the key objectives of the QMS and the responsibilities of the personnel towards
the organisational objectives. Planning an effective
QMS enables an
organisation to design policies required for different functional areas.
Planning guides an organisation to identify
Q.4. Describe Knowledge Support System (KSS) and
its scope. Write a note on interaction between quality and knowledge
management. (a. Describing KSS and its scope b. Explaining the interaction between quality
and knowledge management) 10
Ans.
Describing KSS and its scope: According to a study conducted by 14,000 organisations, around
80-90 per cent IT projects fail due to lack of a sound knowledge support system
(KSS). Like any other project, quality
and knowledge are key concerns in IT projects as well. Many technological
innovations fail because the quality and IT staff are more concerned about
resolving quality issues instead of finding and storing the preventive measures
in an organised support system. The development and implementation of
Q 5. a. What do you understand by productivity? How can it be
measured? b. What are the factors which affect productivity? (Explaining
productivity Explaining how to measure it Atleast five factors which affect
productivity)
Ans. Explaining the productivity: In the previous unit,
you have studied about quality control and quality assurance. In this unit, you
will be acquainted with the concept of
productivity and quality management in modern
business environment. Productivity and quality are two integral components that
an organisation practices to
Q 6.
What are the goals for which Malcolm Baldrige
National Quality Award was created? What are
the aims of Rajiv Gandhi criteria? 5, 5
Ans.
Malcolm Baldrige National Quality Award: On August 20, 1987,
President Reagan signed the Malcolm Baldrige Quality Improvement Act into a Law
and the Baldrige Award opened up a new era in the American industry. It was
created to promote the
Get fully solved assignment. Buy online from website
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we will revert you within 2-3 hour or immediate
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