PROGRAM - MBA -
SEMESTER - 4
SUBJECT CODE & NAME - QM0023: UNDERSTANDING ISO
9001:2008
1. Describe the TQM and ISO 9000
family of standards, also explain the usage and certification of ISO 9000
standards.
Usage and certification of ISO 9000 standards
The ISO
9000 contains requirements
for quality management
systems in organisations. The
certification is not
actually a requirement
of ISO 9000 standards but
customers started demanding
it and made
it part of
their contract requirements.
The ISO
9000 standards are
originally meant to
be used in
contractual situations where suppliers need to demonstrate their
capability to meet the requirements. The idea is that if suppliers can show
that they adhere to the requirements of ISO 9001, then only conforming products
would be shipped to
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2. Explain -
Factual approach to
decision making. What
are the benefits
and application of mutually beneficial supplier relationships
Factual approach to
decision making
“Effective decisions are based on the analysis of data and
information.” ISO Family of Standards
Let us understand the factual approach to decision makingwith
the help of an example.
The sales department of TQR Ltd. wanted to determine the
expected future sales of products in order to frame an effective sales
strategy. For this, the sales manager required the last five years sales data
for different products.
Based on this data, he estimated the future sales of the
organisation. This further helped the manager to formulate effective sales
strategies; thereby promoting the organisation’s products
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3. What do you understand by
control of documents and what are the main function for which control of
document is needed.
Control of documents
All the documents (that
are used in a process or generated by a process) required for
the implementation and
maintenance of QMS
should be controlled as per the
requirements stated in the standard.
The control of
documents involves functions, such as preparation, approval, issuance,
distribution, maintenance, usage, storage, security, or disposal of
documents. A controlled
document is one
where any or
all of the
above functions are regulated as per the rules framed in this regard.
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4. What kind of work environment should you provide to your employees as
per ISO 9001:2008?
Work Environment
“Work
environment is a set of conditions under which work is performed that
includes work conditions
related to physical,
social, psychological, and environmental factors.” —ISO 9000 Family of Standard The clause 6.4
of the standard provides requirements withregard to work environment. Work
environment refers to those conditions under which work is performed
by
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5. What are the requirements of
sub-clause 7.5.3? Explain them
Requirements of Sub-clause 7.5.3
The sub-clause 7.5.3
lays emphasis on the identification of
product status throughout product realisation. Below figure shows the requirements
of the sub-clause 7.5.3:
The aforementioned
requirements are discussed as follows:
Identification of
the product by
suitable means throughout
product realisation: When
there are several
products being manufactured
or different variants of the same products are manufactured,
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6. Write short notes on the following: (a) Self-Assessment (b) QMS
Checklists
(a) Self-Assessment
After designing
and implementing QMS as per
the requirements of ISO
9001:2008, the
next step for an organisation
is to get
the QMS certified through a carefully selected Certification
Body (CB). Before certification, the organisation may
want to assess the
readiness of the QMS.
For this, the organisation needs
to conduct a
self-assessment exercise through
an internal audit.
System
assessment or self-assessment is a carefully considered evaluation that
consists of a
comprehensive and systematic
review resulting in an opinion or judgment of the
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PROGRAM - MBA -
SEMESTER - 4
SUBJECT CODE & NAME QM0024: MANAGING QUALITY IN ORGANIZATIONS
1. What is meant by ‘organizing’? Explain the need for organizing.
Discuss the role of Top Management in Organizing for Quality Management.
Meaning of organizing
Every organisation
strives to meet its goals and objectives within stipulated time. This
is because if goals and
objectives are not achieved
on time,
it may incur business
losses for the organisation. To accomplish
its targets within the
given time, the
organisation needs to
organise its various processes and
resources. Therefore, the
organisation should have
an efficient organising function.
According to
Louis Allen, “Organizing
is the process
of identifying and grouping
the work to
be performed, defining
and delegating responsibility and authority,
and establishing relationships
for the purpose
of enabling people to
work most effectively
together in accomplishing
objectives.”
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2. Define the term ‘Leadership’.
Describe the major leadership theories.
Definition of leadership
Leadership is
a process of
influencing employees to
accomplish organisational goals and objectives. According to Management
guru Peter F. Drucker, “Leadership is
the lifting of people’s vision to a higher sight, the raising of
their performance to
a higher standard,
the building of their personality beyond its normal limitation.”
In
today’s competitive and dynamic scenario, the long-term sustainability of
an organisation depends
on its level
of leadership. It is the
ability of an individual
who is known
as a leader
to motivate others
to work with confidence and
zeal to attain
the pre-determined goals. Leaders in an
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3. Explain - Decision Making
Process in detail.
Decision Making
Process
Every
decision involves a
certain amount of
risk. For example, an organisation has made a decision to expand its
business by entering into a new market.
The risks involved
in this decision
can be failure
of the business, high competition, unsuitable
marketing conditions, etc. Therefore, a decision
maker needs to
analyse the business
environment, select appropriate
alternatives, and optimise
the available resources
before making any decision.
Moreover, the decision maker has to adopt a step-bystep approach to decision
making. Below
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4. Explain Kotter’s Eight step
Model of Change Management
Kotter’s eight step model
Kotter, based
on his research
on change management,
identified eight generic errors
that organisations tend to make during change management. These errors lead to
failure of the change managementprocess. Based on these errors,
he suggested an eight
step plan for
successful change
management. These steps
are explained as follows:
1. Establishing
a sense of
urgency: Kotter has
suggested that it is
important for an organisation to develop urgency for change. For this, organisations should
educate their employees
about the benefits
of change. Without a sense
of urgency, it
would be difficult
to motivate employees for the
change and make them
come out of
their comfort zones. Apart from
this, to create a sense of
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5. Define performance measurement.
Explain why it is needed for an organization?
Performance
measurement
Performance measurement is basically an overall
management system that aims at preventing and detecting flaws in order to
achieve conformance of the quality of products, services, or processes to
customer requirements. In addition,
it aims at process
optimisation by achieving increased
efficiency and effectiveness of
products, services, and
processes. Performance measurement
involves defining metrics, gathering and analysing data, and taking improvement
actions. Performance measurement plays a key role in:
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6. Write short notes on:
a) Corporate Social Responsibility (CSR)
b) CSR Initiatives in India
a) Corporate Social Responsibility (CSR)
Organisations are an
essential element of societies in which they operate. The long-term success of
organisations is based on their continued strong relationships with different
individuals, groups, and institutions in societies. The people in a society have
high expectations from private organisations to
behave in
a responsible manner.
For example, the
business activities of organisations should
not harm people
in a society
and the natural environment.
Similarly, customers
of organisations expect
high quality products
and services at competitive
prices. Moreover, shareholders nowadays look for enhanced financial performance in alignment
with social and environmental considerations in terms of both risks and
opportunities. Governments also
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PROGRAM - MBA -
SEMESTER - Semester 4
SUBJECT CODE & NAME - QM0025: QUALITY STANDARDS
AND MODELS
1. What is
meant by “Environmental management”?
What are the
key environmental issues faced by the world?
Meaning of environmental management
Environmental
management applies systems analysis and conflict resolution for allocating
costs and distributing
benefits derived from
environmental development activities based on the principles of ecology
over the affected populations and protecting
the development activities
from ecological hazards. It is
required because the activities of development in one sector affect the quality
of life of others in both positive and negative ways. Indeed, if one asks of
any "environmental impact", the questions, "who caused it?" and "who
felt it?" are
identified. For instance,
a hydroelectric dam,
which reduces nutrient levels in the water and thus destroys downstream
fisheries, is on one hand helping in infrastructure growth, andon the other,
destroying aquatic life. Similarly,
ecological hazards,
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2. State - ISO 18001. Describe the
contents of OHSAS 18001: 2007.
Meaning of ISO 18001 standard
OHSAS 18001:2007
has been developed
as an outcome
of response of organisations to customer demand for a
recognisable Occupational Health and
Safety Management System
(OHSMS) standard, against
which the management system of
the organisations can be assessed andverified.
This British
Standard for OHSMS exists
to help all
kinds of organisations apply a
demonstrably sound OH&S
performance. The very
first OHSAS 18000 series
was published in
the year 1999.
The series comprised
two specifications, namely 18001 and 18002. Specification 18001 provided
the
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3. What is ISO/ TS16949? Explain
‘production part approval process’ in detail.
Meaning of ISO/ TS16949
“ISO/TS 16949:
2009, in combination
with ISO 9001:
2008, defines the QMS
requirements for the
design and development,
production, and relevance,
installation, and service of automotive-related products.” ISO
ISO/TS 16949: 2009 is
applicable to those sites of theorganisation where the manufacturing
of customer-specified parts
(for production and/or service) takes
place. In an
automotive supply chain,
the ISO/TS 16949: 2009
standard can be applied
at any stage, starting from
supplier of raw materials to end customer.
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4. Write short notes on the
following:
(a) IT Service Management
(b) Information Security Management
(a) Short notes on IT Service Management
Businesses in today’s
highly competitive world continue to face fundamental issues pertaining to the
value of, sustainability of, and satisfaction with IT. While the IT sector has
seen tremendous growth in the past, and the growth potential in the future is
also promising, IT organisations within businesses today are under increasing
pressure to justify the value ofIT and reduce IT costs, such
as software licensing
costs, operational costs,
research and development costs,
and staff costs.
With reference to
their increasing reliance on IT,
organisations continuously struggle withquestions such as:
·
Is our IT
expenditure reasonable?
·
What value addition
are we getting from our IT organisation?
·
How do we maximise
value from our e-business solution?
·
How do
we sustain or
improve IT service
levels and customer satisfaction?
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5. Explain - Process Area Threads in PCMM
Process Area Threads in PCMM
PAs in the PCMM exist
at asingle maturity level. However, there
are some PAs
that are connected
across maturity levels by
common areas of
concern, which the
PCMM was planned
to address. With the help of these links, all those workforce practices
that are established at a
maturity level are
transformed by one
or more PAs at
higher maturity levels. For example, the training and development practices
that were established at maturity level 2 are transformed into competency development practices
at maturity level
3. The four areas of concern that are
addressed by PAs
linked across maturity
levels in the
PCMM are as follows:
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6. Explain - Major Clauses of AS
9100C
Major Clauses of AS 9100C
The major clauses of AS
9100C are as follows:
QMS: This clause
describes the general
requirements along with documentation requirements, such as the
quality manual,procedures, work instructions, and records. It establishes the
system, defines the processes for manufacturing a
quality product and/or
service, and allows
continual improvement.
Management responsibility: This clause
emphasises that it
is the responsibility of the
management to define policy, objectives, planning, and quality management
requirements. Moreover, with
the help of
regular management review, the management is responsible for providing
feedback pertaining to changes
and implementation of
improvements. This clause acknowledges the
need that a
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PROGRAM - MBA -
SEMESTER - Semester 4
SUBJECT CODE & NAME - QM0026: QUALITY CONCEPTS,
TASKS AND DEVELOPMENT METHODS
1. Discuss the different steps of
problem solving.
Following are different
steps of problem solving: -
1. Identify/ Recognise the Problem
For defining a problem
clearly and accurately, it is important to deal with the real problem
and not with
its symptoms. For
instance, if students of a
particular class are not performing well, the first thought is that the problem
is with the student`s lack of interest in the subject. However, if you dig
deep, you might find
that the real
problem is with
the teaching quality/lack
of training or an unreasonable study pressure.
2. Analyse the current problem/process
When you are clear on
what the actual problem is, it’s
imperative to think from
different angles and
gain deep understanding
about the problem. Pertinent questions
are asked to
understand—the
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2. Explain the Concept of
Measurement
Concept of Measurement
Measurement refers
to the quantity
at which the
value of a
material is determined. A
measurement is taken
by comparing a
quantity with a standard unit. For example, the length of a
piece of wire can be measured by
comparing the wire against a meter stick.
Measurements, in fact,
act as labels which make those values
more useful in terms of details. For instance, instead of saying that X is a
tall person, we can specify a
measurement and specify
that the person
is 6 feet 6
inches tall.
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3. Discuss - Value Analysis and
Quality Management
Value Analysis and Quality Management
A very natural question
that might arise at this point is that if the VA is a cost reduction technique,
what relation does it have withquality management? To clarify this, we must
think of the overall aim of quality management which is ‘maximum
customer satisfaction at minimum cost’. Thus,
in the light of this aim, the importance of co-relation between
VA and quality management gets even stronger.
An
effective study of VA facilitates reduction in cost forthe same quality or
better quality. In any which way, the company moves closer to fulfilling the
aim of total quality management i.e. enhancing quality of the product for the
end-user at minimum
cost. For example,
cooling radiator manufacturing
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4. Discuss - Focus areas of Toyota
Production System
Focus areas of Toyota Production System
The TPS
is majorly driven
by the force
endorsing elimination of
waste, aimed at
perpetual improvement in
quality, cost, productivity,
safety, and morale. This results in enhanced satisfaction
to customers, employees, and other stake
holders. The TPS
contains five major
focus areas, which
are discussed hereafter.
1. Eliminating waste
Continuous improvement
is an inherent
element in the
TPS, and in
promoting the same, it is necessary to thoroughly understand the
meaning of “complete elimination of
waste.” Waste includes allthe factors or activities that
do not add value to
the product or service,
whether in the parts, the
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5. Explain - Supplier Rating.
Supplier Rating
A supplier rating
system is an evaluation system of suppliers. It is based on quality, delivery,
and other added services.
The objectives of a
rating system are:
• To
obtain an overall
rating of supplier
performance; this provides
a competitive position
• To ensure communication with suppliers in the
areas of quality, service, delivery, and other desired measures
• To provide the supplier with a
detailed and factual record of problems for corrective action
• To enhance the relationship between the customer
and the supplier
A supplier
scorecard or rating
includes categories or
metrics that can be
used for
measuring the supplier
performance. These categories
include quality, delivery, cost,
and responsiveness. First,
an
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6. Discuss - EFQM Excellence Model
EFQM Excellence Model
“Excellent organisations
achieve and sustain
outstanding levels of performance that meet or exceed the
expectations of all their stakeholders”. - EFQM
The EFQM
Excellence Model is
built on a
set of European values. The model
was first expressed in
the European Convention on Human Rights (1953)
and the European
Social Charter (revised
in 1996). This
was approved by the
47 member states
of the Council
of Europe, and
the principles are incorporated
into national legislation.
The fundamental concepts of
excellence rest on the foundation of these
basic human rights, assuming they are universally applied.
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