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
if urgent then call us on 08791490301, 08273413412
DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE & NAME
QM0019 – FOUNDATIONS OF QUALITY MANAGEMENT
Q.1
Define the term ‘quality’. Explain the dimensions of quality.
Definition
of ‘quality’. 2
Dimensions
of quality 8
Answer-
Definition
of quality -
Various experts and pioneers of
quality management have defined the term
quality in the following ways:
“Quality is a predictable degree of uniformity, at low cost and suited
to the market.” - W. Edwards Deming
Q.2 Define ‘Quality Costs’. Describe the different types of Quality Costs.
Definition
of Quality Cost 2
Description
of the different types of Quality Costs
8
Answer-
Different
Types of Quality Costs-
Feigenbaum defined key areas of
quality costs, which are further broken into four parts. These parts are also
called types of quality costs. The first two parts are termed as prevention
costs and appraisal costs and come under cost of conformance, and the other two
are known as internal failure costs and external failure costs, and
Q.3.
a. Four phases of QMS implementation 8
b.
Definition of quality manual and explanation 2
Answer-
The following points explain the phases of QMS implementation:
Phase-1 Analysis: This phase of QMS
includes the following two stages:
·
Planning: At this stage, a comprehensive quality plan is designed including
the key objectives of
Q.4 Explain the following in
brief: (a) Quality audits (b) Productivity
a.
Quality audits
5
b.
Productivity
5
Answer-
Quality has become one of the
prime concerns of every organisation. When you visit any shop, the first thing
that you notice about a product is its quality. Therefore, it is essential for
every organisation to give priority to the quality of products provided to
customers. You might have often noticed that the products you purchase fail to
meet your expectations due to poor quality. This leaves a poor impression on
you about the
Q.5 i) Describe Knowledge Support System (KSS)
and its scope.
ii)
Write a note on interaction between quality and knowledge management.
i)
Knowledge Support System (KSS) and its scope 5
ii)
Interaction between quality and knowledge management 5
Answer-
Knowledge Support System (KSS)
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
Q.6 Discuss the steps to be performed for getting
ISO 9000 registered. 10
Steps
to be performed for getting ISO 9000 registered
Answer-
Steps
to be performed for getting ISO 9000 registered-
The International Organization of
Standardization has developed an internationally recognized set of standards to
certify that a company or organization has, and adheres to, quality management
processes. These standards are known as ISO
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
if urgent then call us on 08791490301, 08273413412
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
if urgent then call us on 08791490301, 08273413412
DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS
ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE &
NAME
QM0020 - QUALITY IN
SERVICE INDUSTRIES
Q.1
What is a GAP model? Explain in Detail.
10
GAP model in Detail
Answer-
GAP
model-
At
every service encounter, the service quality of an organisation is tested.
Customers compare the actual service they receive with the expected service.
They are dissatisfied when the actual service falls below the expected service
and delighted when service expectations are exceeded. Thus, service quality can
be defined as the
Q.2
What are the difference factors that influence quality in service
organizations? 10
Factors
that influence quality in service organizations
Answer-
Factors
Influencing Quality in Service Organisations
The characteristics of service
and the factors that determine the quality of the service differ from one
organisation to another
Q.3
Explain the Challenges in maintaining CRM.
10
Challenges
in maintaining CRM
Answer-
Challenges
in maintaining CRM
In today’s dynamic business
scenario, CRM has become an integral part of organisations, because customers
are now more informed and aware than they were in the past. For the same
reason, they are also more demanding now. They expect high quality service
enriched with supplementary services. Customers desire
Q.4
Explain - Reasons for Service Failure.
10
Reasons
for Service Failure
Answer-
Reasons
for Service Failure
You
now know that service failures usually occur due to differences between service
expectations and actual service performance. However, there can be other
reasons that can create variations between customer expectations and service
Q.5
Describe - Objectives of service quality in the tourism, hospitality and
leisure industry 10
Objectives
of service quality in the tourism, hospitality and leisure industry
Answer-
Objectives
of service quality in the tourism, hospitality
and
leisure industry
The
tourism, hospitality and leisure industry is basically ‘people- oriented’ hence
service quality is one of the major concerns to these
Q.6
What are the various approaches to service quality in retailing? 10
Approaches
to service quality in retailing
Answer-
Approaches
to service quality in retailing-
In
order to be able to effectively use customer service as a unique proposition, a
retail organisation needs to follow certain approaches 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
if urgent then call us on 08791490301, 08273413412
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
if urgent then call us on 08791490301, 08273413412
DRIVE
SPRING 2018
PROGRAM
MBA
SEMESTER
III
SUBJECT CODE
QM0021
SUBJECT NAME
STATISTICAL PROCESS
CONTROL
Q.1
Explain how customer satisfaction is related to process management 10
Customer
Satisfaction and Process Management
Answer-
Customer
Satisfaction and Process Management
In
contemporary business scenario, customer satisfaction is an important aspect of
organisation to remain competitive in the market. As customers are not only
important from the sales and revenue perspective, but they are a great source
of indirect marketing and goodwill. In order to achieve the desired level of
customer satisfaction index, an organisation has to manage its processes
efficiently.
Customer
Q.2
Define Classical Approach & Relative Frequency Approach of probability.
Classical
Approach of probability 5
Relative
Frequency Approach of probability. 5
Answer-
There
are three approaches to study the probability theory. Each approach has its
advantages and limitations. Consequently, it is
Q.3 Differentiate between one-way
and two-way ANOVA.
One-way ANOVA 5
Two-way ANOVA. 5
Answer-
Definition of One-Way ANOVA
One way
Analysis of Variance (ANOVA) is a hypothesis test in which only one categorical
variable or single factor is considered. It is a technique which enables us to
make a comparison of means of three or more samples with
Q.4 Write short notes on
a. Descriptive Statistics 5
b. Measures of Central
Tendency 5
Answer-
Descriptive statistics can be defined as a technique
used for analysing the collected data in order to derive meaningful
information.
Q.5
What are the Basic Steps in Experimental Design? 10
Basic
Steps in Experimental Design
Answer-
Basic
Steps in Experimental Design
Having
studied the concept of experimental design,
basic steps involved in the experimental design. As mentioned before,
the purpose of experimental design is to study that the results that are
obtained are due to the factors applied to the
Q.6 Discuss the operating
characteristic curve 10
A. Operating characteristic curve
Answer-
Operating Characteristic Curve
The
Operating Characteristic (OC) curve is a graph used in acceptance sampling to
determine the probability of accepting lots of different levels of quality. In
the OC curve graph, the x-axis shows the percentage of defectives and the
y-axis shows
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
if urgent then call us on 08791490301, 08273413412
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
if urgent then call us on 08791490301, 08273413412
DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS
ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE &
NAME
QM0022 - TQM TOOLS
AND TECHNIQUES
Q.1
Explain the obstacles in TQM implementation.
10
The
obstacles in TQM implementation. 10
Answer-
Obstacles
in TQM implementation
The
implementation of TQM can be challenging for an organisation as it requires a
number of activities to be performed and incurs huge costs for the
organisation. Apart from this, there are other obstacles in
Q.2
Explain the factors in Continuous Improvement Process also state the benefits
of CIP. 10
Factors
in Continuous Improvement Process
5
Benefits
of CIP
5
Answer-
Factors
to be considered in CIP
Before
adopting the concept of CIP, an organisation needs to consider various factors,
which are:
·
Alignment of initiatives with overall
organisational goals and mission- An organisation needs to align all its initiatives
with the overall organisational goals and mission. As we see in the case of
Toyota, the goal of the organisation is continuous process and quality
improvement.
Q.3 Discuss - Six Sigma Implementation
Methodologies in detail. 10
Six
Sigma Implementation Methodologies
10
Answer-
Six
Sigma Implementation Methodologies
Two
Six Sigma methodologies are generally followed for the improvement of the
quality of various products and services in an organisation. These
methodologies are DMAIC and DMADV. Both the methodologies are
Q.4
Explain - Inputs and Outputs of FMEA
10
Inputs
and Outputs of FMEA 10
Answer-
Inputs
and Outputs of FMEA-
Figure demonstrates the inputs and outputs
Q.5
Explain - Taguchi Methods 10
Taguchi
Methods 10
Answer-
The Taguchi Methods-
Taguchi methods refer to the statistical methods developed by Dr.
Genichi Taguchi for the improvement of qualities of products and services. The
following are his main contributions in the field of quality
Q.6
What do you mean by JIT? Mention the various factors that influence JIT.
JIT
3
Factors
that influence JIT 7
Answer-
JIT
-
The
association for operations management, APICS defined Just-in-Time (JIT)
as “a philosophy of manufacturing
based on planned elimination of all waste and on continuous improvement of
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
if urgent then call us on 08791490301, 08273413412
No comments:
Post a Comment