2nd
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Fall-2013
Master of
Business Administration - MBA Semester 3
QM0011–Principles
& Philosophies of Quality Management-4 Credits
(Book ID:
B1241)
Assignment
(60 Marks)
Note: Answers
for 10 marks questions should be approximately of 400 words. Each question is
followed by evaluation scheme. Each Question carries 10 marks 6 X 10=60.
Q1. Defining quality in manufacturing
organizations is often different from that of services. State the differences
between manufacturing and service organization’s with regard to Quality. What
are the Costs involved with respect to Quality.
Answer. Differences:
Labor
A service
firm recruits people with specific knowledge and skills in the service
disciplines that it offers. Service delivery is labor intensive and cannot be
easily automated, although knowledge management systems enable a degree of
knowledge capture and sharing. Manufacturers can automate many of their
production processes to reduce their labor requirements, although some
manufacturing organizations are labor intensive, particularly in countries
where labor costs are low.
Q2. Deming’s 14 Points pose a
challenge for many firms to figure out how to apply them in a meaningful way
that will result in continual improvement. Discuss Deming’s 14 Points.
Answer. Dr. Edwards Deming emphasized that the
key to quality improvement was in the hands of management. Dr. Deming
demonstrated that most problems are the result of the system and not of
employees. Deming used statistical quality control techniques to identify
special and common cause conditions, in which common cause was the result of
systematic variability, while special cause was erratic and unpredictable.
Q3. Discuss the Contribution of W. A.
Shewhart. Describe the PDCA cycle.
Answer. Shewhart's most important contribution to both
statistics and industry was the development of the statistical control of quality. This idea incorporated the use of
independent identically distributed random variables. The general principle
behind this idea is that when a process is in a state of control and following
any particular distribution with certain parameters, the purpose is to determine
when the process departs from this control state so corrective action may be
taken. Therefore, schemes must
Q4. Explain the concept of
Just-In-Time and Poka-Yoke.
Answer. Just-in-time
(JIT) manufacturing
is a production model in which items are created to meet demand, not created in
surplus or in advance of need. The purpose of JIT production is to avoid the
waste associated with overproduction, waiting and excess inventory. JIT focuses
on continuous improvement and can improve a manufacturing organization's return
on investment, quality, and efficiency. To achieve continuous
Q5. Explain the Excellence Maturity
Model. What are the steps involved in achieving organizational excellence?
Answer. Excellence Maturity model is a framework that is used as a
benchmark for comparison when looking at an organization’s processes.
A maturity
model is a service mark that provides a model for understanding the capability
maturity of organisations business processes. A maturity model is specifically
used when evaluating the capability to implement
Q6. Discuss the concept of Business
Process re-engineering. Explain how to implement Business Process
re-engineering.
Answer. Business
Process Reengineering (BPR) is a management practice that aims to improve the efficiency of the
business process. The key to BPR is for organizations to look at their business
processes from a "clean slate" perspective and determine how they can
best construct these processes to improve how they conduct business.
Reengineering is a fundamental rethinking and radical redesign of business
processes to achieve dramatic improvements in cost, quality, speed, and
service. BPR combines a strategy of
2nd
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