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Master of
Business Administration - MBA Semester 4
OM0016-Quality
Management
(Book ID:
B2009)
Assignment (60 Marks)
Note: Answer
all questions must be written within 300 to 400 words each. Each Question
carries 10 marks 6 X 10=60.
Q1. Answer the following questions:
a. What is the need for quality
management?
b. What are the advantages of ISO 9000
standards?
c. What is the structure of Quality
Management System (QMS)?
d. Explain any four attributes of a
quality leader.
Answer. a. “Quality management” ensures
superior quality products and services. Quality of a product can be measured in
terms of performance, reliability and durability. Quality is a crucial
parameter which differentiates an organization from its competitors. Quality
management tools ensure changes in the systems and processes which eventually
result in superior quality products and services. Quality management methods
such as Total Quality management or Six Sigma have a common goal -
Q2. Write short notes on:
·
QS 9000
·
Attaining quality culture through employees
·
Importance of quality control
·
Double sampling plan
Answer. QS 9000
QS
9000 was developed in 1994 for the automotive industry to provide requirements
for the quality systems on the basis of the needs of the automotive sector. The
requirements were developed by Chrysler, Ford, General Motors and other major
truck manufacturers. The use of QS 9000 in the automotive industry has led to
the elimination of demands and waste due to redundancy in the systems being
followed. Companies following QS 9000 are considered to offer better products
in terms of standards and quality.
Q3. Forces of change are the factors
that drive or stimulate the need for a change in an organization. Some of these
are external, arising from outside the organization whereas others are
internal, arising from sources within the organization. Discuss the external
and internal forces of change.
Answer. The external environment is
those factors that occur outside of the company that cause change inside
organizations and are, for the most part, beyond the control of the company.
Customers, competition, the economy, technology, political and social
conditions and resources are common external factors that influence the
organization. While there are seemingly endless external considerations that
can motivate an organization to change, a few common considerations should be
constantly monitored. These include economic factors, competitive dynamics, new
technology,
Q4. “Six Sigma In Healthcare
Published: Jun 12 2004, 00:00 IST
Written by Mr. Gopal Kulkarni, Master
Black Belt - Six Sigma and Founder & Managing Director, Synagoge Knowledge
Services Six Sigma is a powerful problem solving technique that helps in
reducing variation in any process by using powerful statistical tools for
analysis. Six sigma has been successfully used by various organizations as an
enabler for business strategies leading to huge additions in their yearly
turnover and at the same time improving customer satisfaction by quantum leaps.
This article describes how this methodology can be used in hospitals to enhance
customer care activities and reduce wastage to improve the bottom line.
Healthcare In India
A huge percentage of the expenditure
in the healthcare segment is borne by the government sector. A large chunk of
money spend on healthcare by private organizations is limited to urban areas.
There is a growth in investment from private organizations in the tertiary
healthcare sector. They provide for the multi-specialty hospitals and super
specialty hospitals. A large part of the government funds go into primary
healthcare and the rest goes into the upkeep of large hospitals.
When we consider the large hospitals
(private or government) there is increasing pressure on the organization to
better their performance in customer care and at the same time suffer huge
price pressures because of the increasing influence of insurance in healthcare.
Rapidly changing technologies, escalating manpower costs, increased regulations
and consumer activism leads to further pressures to reduce costs and enhance
productivity and ROI.
How does six sigma help? Let us take
an example of a patient undergoing a diagnostic examination. The process steps
for the diagnostic examination would be: Let us look at this process from two
angles: One from the customer’s (patient) point of view and another from the
hospitals’ point of view.
From a patient’s angle his need would
be that of a defect free report in the shortest possible time. He would also
expect reasonable charges for the service, comfortable environment and a
courteous staff. From the hospitals angle, the need would be to maximize the
number of patients attended to within an available time period so as to
minimize the cost of examination and ensure customer loyalty.
Given these two needs you will find
that the goals of both the hospital and the patient are one and the same. If
the hospital is able to minimize the time for turnaround, it can maximize the
number of examinations and utilize its diagnostic equipment to the fullest.
This is where six sigma can help. It
can reduce the variation in the time taken for a particular process.
For example, let us try to reduce the
variation in the time taken for a diagnostic scan. The time taken is defined as
the time period from when the patient enters the hospital / clinic to the time
he gets the report. When data of this time is collected over a period of time,
it can be represented by a normal distribution curve as shown below. As the
curve becomes flatter, the variation is higher. Let us assume that the mean
time is 4 hours and standard deviation (a measure of variation) 1 hour.
Going by the characteristics of the
normal curve it would mean that 99.73% of the patients get their reports
between one and seven hours. If the standard deviation is reduced by half it
would mean that the same process can give an output within 2.5 to 5.5 hrs.
How does one go about reducing the
variation or even the mean? The output (time taken for scanning) can be
represented in a mathematical form:
Y is the output and the X’s are the
variables affecting the output. The power of six sigma lies in identifying
those X variables that have the maximum impact on the variation and also those
X’s that have the maximum impac on the mean time. Using tools like hypothesis testing,
simulation design of experiments etc, we can arrive at the critical X’s. When
we control these X’s, we can reach our goal of minimizing the time taken for
scanning.
What benefits does the hospital derive
from this?
• Reduced output time, leading to
better utilization of time
• Higher productivity, savings on
manpower cost per patient
• Improved cycle time, leading to
customer satisfaction and more loyalty
We can replace the diagnostic time by
any other parameter like: Reduced pharma inventories, Reduction in discharge
time, Price realization, Cost/bed, Bed utilization, Plugging revenue leakage,
Asset utilization and Reducing patient queues.
Improvements
Six Sigma methodology can still be
applied to improve these parameters. The robustness and foolproof data
collection needed for the application of Six sigma in services is achieved by
the increased use of information technology. Although, the solution itself is
derived from the six sigma process the use of IT in the method ensures
consistency and reduction in variation.
In conclusion it can be said that the
absence of a physical product as in the healthcare sector does not stop or
limit the usage of this excellent tool that can streamline your business and
increase the turnover. All that is required would be rigorous data collection and
data based decision making.”
Source: Kulkarni Gopal.
http://www.financialexpress.com/news/six-sigma-in-healthcare/107164/0
Question: From the above articles
evaluate how six sigma can aid enhance healthcare.
Answer. Once Six Sigma is introduced and begins to take hold within
the realm of patient care, initial efforts will likely focus on existing
processes that appear to be dysfunctional or more often prone to error. The Six
Sigma approach to this type of process is referred to as DMAIC: Define,
Measure, Analyze, Improve, Control. This may sound somewhat like previously
tried operational improvement processes, and it also sounds like the nursing
process itself which requires caretakers to assess, plan, implement and evaluate.
Despite superficial similarities, Six Sigma is unlike any initiative
Q5. Elaborate on Quality Function
Deployment (QFD).
Answer. Quality function deployment
(QFD) is a “method wily to transform qualitative
user demands into quantitative parameters, to deploy the functions forming
quality, and to deploy methods for achieving the design quality into subsystems
and component parts, and ultimately to specific elements of the manufacturing
process.”, as described by Dr. Yoji Akao, who originally developed QFD in Japan
in 1966, when the author combined his work in quality assurance and quality
control points with function
Q6. a. Explain the different modes of
failures.
b. What is terotechnology?
c. What are reasons for using gap
models?
d. Explain the types of Knowledge
Support System (KSS).
Answer. a. Failure mode
The
specific manner or way by which a failure occurs in terms of failure of the
item (being a part or (sub) system) function under investigation; it may
generally describe the way the failure occurs. It shall at least clearly
describe a (end) failure state of the item (or function in case of a Functional
FMEA) under consideration. It is the result of the failure mechanism (cause of
the failure mode). For example; a fully fractured axle, a deformed axle or a
fully open or fully closed electrical contact are each a separate
FALL-2015
Get solved
assignments at nominal price of Rs.125 each.
Any issues
mail us at: subjects4u@gmail.com or contact at
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