OM0016-Quality Management

Winter-2015

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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. Explain the elements of ISO 9000.

Answer. 1. Management Responsibility

Top Management is required to:

·       Develop a Quality Policy reflecting the organization's attitude to quality and ensure it is communicated throughout the organization.

·       Allocate appropriate resources and trained personnel to perform the work.

·       Appoint a management representative to monitor the Quality System.

·       Conduct regular management reviews to ensure the health of the quality system.

Q2. Explain the forces of change that affect organizations.

Answer. Change management is an approach to shifting or transitioning individuals, teams, and organizations from their existing state to a desired future state. Understanding key internal and external change catalysts is critical to successful change management for organizational leaders.

Outside Forces

Q3. What are the dimensions of service quality?

Answer. The services have unique characteristics which make them different from that of goods. The service literature highlights differences in the nature of services versus products which are believed to create special challenges for service marketers and for consumers buying services.

The five SERVQUAL dimensions are:-

Tangibles - Appearance of physical facilities, equipment, personnel, and communication materials

Reliability - Ability to perform the promised service dependably and accurately

Q4. What are the major differences between Total Quality Management (TQM) and Six Sigma? Explain the steps involved in identifying customer requirements for product development.

Answer. TQM, total quality management, and Six Sigma are time tested tools to enhance quality of products as well as services. While there are numerous similarities, the subtleties within these systems are different. Traditionally, these systems have been utilized by large corporations.

Six Sigma and TQM are both quality-improvement systems and attempt to reduce defective products or poor service in an organization, while improving customer satisfaction. Both approaches first and foremost attempt to identify the fundamental sources of defects and provide lasting cures that will permanently enhance quality.

Q5. What is Poka-Yoke? Explain its different levels.

Answer. Poka-yoke is a technique for avoiding simple human error in the workplace. Also known as mistake-proofing, goof-proofing, and fail-safe work methods, poka-yoke is simply a system designed to prevent inadvertent errors made by workers performing a process. The idea is to take over repetitive tasks that rely on memory or vigilance and guard against any lapses in focus. Poka-yoke can be seen as one of the three common components of Zero Defect Quality Control

Q6.  Explain the concept of Knowledge Support System (KSS). Explain its types.

Answer.  Knowledge management systems refer to any kind of IT system that stores and retrieves knowledge, improves collaboration, locates knowledge sources, mines repositories for hidden knowledge, captures and uses knowledge, or in some other way enhances the KM process. If my explanation above makes the definition of these systems seem vague, that is because there is no consensus as to what

Winter-2015

Get solved assignments at nominal price of Rs.125 each.

Mail us at: subjects4u@gmail.com or contact at

09882243490