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ASSIGNMENT
DRIVE SUMMER
2016
PROGRAM MASTER
OF BUSINESS ADMINISTRATION (MBA)
SEMESTER III
SUBJECT CODE & NAME QM0019 - FOUNDATIONS OF
QUALITY MANAGEMENT
BOOK
ID B1926
CREDITS 4
MARKS 60
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.
Ques1 Define the term ‘quality’. Explain the
evolution of quality.
Ans As a customer,
you always expect to purchase quality products and services. But what do you
actually mean by the
Ques2 What is customer retention? Discuss some of
the customer retention strategies.
Ans In the modern
business environment, customer retention has become a necessity for most
successful organisations. Customer retention is strategy to keep the customer
connected with an organisation for a lifetime
Ques3 Explain the various steps for performing a
quality system audit.
Ans Performing a
quality system audit involves assigning and evaluating the key responsibilities
of the auditor, the audited and the client. ANSI/ASQC has enumerated the
following as the
Ques4 Discuss the Scope of Quality Control.
Ans According to
Alford and Beaty, “Quality control is the mechanism by which products are made
to measure up to the specifications determined from the customer’s demand and
transformed into engineering and manufacturing requirements. It is concerned
with making things right than discovering and
Ques5 Discuss the steps to be performed for getting
ISO 9000 registered.
Ans Quality
certification ensures a formal recognition to the products or services provided
by an organisation. Certification may be defined as a process whereby an
unobservable quality level of some product is
Ques6 Explain – Quality Functions Performed by Computers.
Ans Let us discuss these quality functions one by
one.
Data Collection: Computers
help in collecting, storing, updating, maintaining, and collating data related
to quality. This data is stored in computers in the form of information about
product specifications, customer feedback, competitor analysis, journals and
the Internet. The data collected includes quality standards to be
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