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ASSIGNMENT
DRIVE spring
2017
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 term ‘quality’? In this section, let us study about
quality and its definition. Various experts and pioneers of quality management
have defined the term quality in the following
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, rather than merely replac
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 its requirements and helps
its workforce to execute the set roles for fulfilling
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
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.
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
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