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DRIVE fall 2016
PROGRAM Master of
Business Administration- MBA
SEMESTER 3
SUBJECT CODE & NAME QM0019:
FOUNDATIONS OF QUALITY MANAGEMENT
1
Define the term ‘quality’. Explain the dimensions of quality.
Definition of
‘quality’
Dimensions of
quality
Answer: ISO
9000:2005 has defined quality as “the degree to which a set of inherent
characteristics fulfils requirements. Degree indicates the extent to which you
can rate the quality of a product or services such as poor, moderate, good,
excellent, etc.” Thus, you can say that quality is obtained
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 relationship. Customer retention
generates profits by holding on to customers
Q3.
Explain the following in brief: a.) Types of Quality audits b.) Productivity
a.)
Types of Quality audits
b.)
Productivity
Answer: a)
The key purpose of a quality audit is to identify the mistakes and inadequacies
in a product, so that required corrective action can be taken. Quality audit
also helps in identifying the factors resulting in wastage of materials and
misallocation of resources. Thus, quality audit
Q4.
Describe Knowledge Support System (KSS) and its scope also explain the
interaction between quality and Knowledge Management.
KSS
and its Scope
Interaction
between quality and knowledge management
Answer: i)
KSS or Knowledge Collaboration System (KCS) is a computer-based knowledge
management application that supports effective and efficient knowledge
management. Like knowledge base, KSS is also classified into two types—manual
support system and intelligent support system. KSS consists of knowledge base
software that is updated
5
Discuss the steps to be performed for getting ISO 9000 registered.
Steps to be
performed for getting ISO 9000 registered
Answer: Steps
in ISO 9000 Registration
ISO has
developed an internationally developed framework of standardisation to certify
that an organisation adheres to the quality management system. An organisation
needs to follow certain steps in ISO 9000 registration.
These
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 followed,
customer requirements on quality, number of defects in products, etc. Computer
software programs like MSOffice help in processing
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