OM0016 – QUALITY MANAGEMENT

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Master of Business Administration - MBA Semester 4

OM0016 – QUALITY MANAGEMENT

Q1. Explain the concept of Quality Awards. How would you assess the performance of applicant organisations for the European Quality Awards?

 Concept of Quality Awards

 European Quality Awards

Answer:

Quality Awards

Quality awards are awarded for some aspect of quality performance that has been demonstrated to an organisation, which has no responsibility for the recipient's performance.

All quality awards are awarded on the basis of an assessment of the applicant's performance against certain criteria. Some awards measure the result of quality activities (such as customer satisfaction), some assess the

Q.2: Elaborate the concept of International Standards. Also explain the following terms

a. ISO 9001:2008

b. ISO 9004:2009

c. ISO 90003:2004: Software Quality Management

d. ISO 13485:2003: Medical Devices Quality Management

ANS:

ISO 9001:2008:

The ISO develops standards keeping in mind the requirements of the industry. The ISO’s 9000 series is developed to serve the quality aspects, which also include the eight principles of management systems. The ISO 9001 certification is not provided by the ISO. If an organisation wishes to receive the certification,

Q.3: Explain the concept of culture. Differentiate between authoritarian culture and participative culture.

A Concept of culture

Differentiate between authoritarian culture and participative culture.

ANS:

Concept of culture:

“Culture is the deeper level of basic assumptions and beliefs that are shared by members of an organisation that operate

Q.4: Explain the steps of continuous quality improvement.

A Steps of continuous quality improvement

ANS:

Steps of continuous quality improvement:

CQI is a systematic approach and involves a number of steps:

The steps in CQI are explained with examples as follows:

1. Identifying the core outputs, which are mandatory for customer satisfaction. For example, the core outputs of a restaurant can be the taste and the quality of the food and beverages served in the restaurant.

Q.5: Define different aspects of the design and development of a product.

A Different aspect of the design and development of a product

ANS:

Different aspects of the design and development of a product:

Design involves those activities that are carried to create the appearance, style and touch of a product. Therefore, it includes the architecture of a product, selection of raw materials and processes. On the other hand, the development of a product

Q.6: Write Short notes on following.

a. Knowledge Management

b. Expertise location

c. Communities of Practice (CoPs)

d. Knowledge management strategy e. Knowledge culture

ANS:

a. Knowledge Management:

Knowledge Management (KM) is a process of identifying, representing, and adapting perceptions and experiences from various dimensions. The following are some of the popular definitions of KM:

According to Karl Erik Sveiby

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