PROGRAM MASTER
OF BUSINESS ADMINISTRATION (MBA)
SUBJECT CODE & NAME QM0019 – FOUNDATIONS OF
QUALITY MANAGEMENT
1. a. From the perspective of an organisation, a
seller, or a manufacturer, what are the four parameters on which the significance of better
quality can be realised?
b. Write a short note on the
evolution of quality management.
Ans- The significance of better quality can be
realised on the following parameters: Objective: Every organisation strives to meet its
desired objectives. Apart from profit
and long-term survival
in the market,
quality defines organisational
missions or objectives.
Organisations must adhere
to the
quality standard
that is considered
in its objective.
For example, the objectives of
a car
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b.Evolution of Quality Management
Earlier, operational
performances were examined
and the decision
was made whether
to accept or
reject the final
output. At that
time, manufacturers were
concerned about producing plenty of products to meet increasing demand. Therefore, they had to
prioritise the quantity of products to be
produced within the
allotted time. As
a result, the
following were affected:
Quality of product and services
Competency level of workers
Product appearance and safety
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2. Write in
detail about the five different types of customer.
Ans- Types of customers:
You will
find various types of customers in the
market. Mainly, they can be classified
into two types
for an easy
classification such as
internal customers and external customers. Internal
customers are the persons or the department of an organisation that
relies on the output and
information from another department
of the same
organisation to perform
their own functions.
For example, a sales manager, can be considered as an internal customer,
who, with the help of the information
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3. a. Describe the four phases of QMS
implementation in detail.
b.
Define quality manual and explain it.
Ans-a. The following points explain the phases of
QMS implementation:
Phase-1 Analysis: This phase of QMS includes the following two
stages:
Planning:
At this stage,
a comprehensive quality
plan is designed including the key objectives of the QMS
and the responsibilities of the personnel towards
the organisational objectives.
Planning an effective
QMS enables
an organisation to
design policies required
for different functional
areas. Planning guides
an organisation to
identify its requirements and helps its workforce to
execute the set roles
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b. Documentation of Quality Management Systems In ISO 9000, it is
mandatory that the quality system should be documented, established and maintained. Documentation
includes quality manual, quality
procedures, work
instructions, forms, records,
specifications, files, etc.
These
would normally be in a tiered structure
targeted at different groups of users.
The extent or the volume of documentation in terms of the number of tiers
or layers of documentation depends
on the size
of the organisation. There could
be corporate manuals,
divisional manuals and
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4. a. Describe Knowledge Support System (KSS) and
its scope.
b. Write a note on interaction
between quality and knowledge management.
Ans- Knowledge Support System (KSS)
According
to a study conducted by 14,000 organisations, around 80-90 per cent
IT projects fail
due to lack
of a sound
knowledge support system (KSS).
Like any other project, quality and knowledge are key concerns in IT projects as well. Many technological
innovations fail because the quality and IT staff are more concerned about resolving
quality issues instead of finding and
storing the preventive
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b. Interaction between Quality and Knowledge Management
The
interaction between quality management and knowledge management is
studied widely in scientific literature.
It is also discussed with
reference to various models
integrating these two
management theories. Quality management aims to develop the standards of
quality by preventing errors on a
regular basis. To
keep track of
quality-oriented issues, you
need to have
a sound knowledge
of quality management.
Knowledge culture and sources
provide a wide scope for
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5. a. What do you understand by productivity? How
can it be measured?
b. What are the factors which
affect productivity?
Ans-a. Concept of Productivity
Productivity refers to
the volume of output (final product) per unit of input. In other words,
productivity can be defined
as a ratio for
measuring how well an
organisation has utilised
its inputs to
produce quality output.
For example, in
a car manufacturing
organisation, the productivity
of cars is measured
on the basis of raw materials, manpower, costs, equipment and
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b. Factors affecting productivity
Productivity is
the sum total
of various factors,
which can broadly
be categorised into seven parts.
The classifications of factors that affect productivity are:
Human factors: Productivity is highly impacted
by human factors like one’s ability and willingness to work. You cannot
expect to deliver superior quality products
unless you have people with sound knowledge, experience, skill, and
competency. In many
cases, even competent
manpower does not serve the
purpose of delivering
the productive output.
There are various factors
that hinder
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6. a. What
are the goals
for which Malcolm
Baldrige National Quality
Award was created?
b. What are
the aims of
Rajiv Gandhi National
Quality Award and
its qualifying criteria?
Ans- Malcolm Baldrige National Quality Award
On August 20, 1987,
President Reagan signed the Malcolm Baldrige Quality Improvement Act into a Law and the Baldrige
Award opened up a new era in the
American industry. It was created to promote the following goals:
Helping
to stimulate American
organisations for improving
quality and productivity
for the pride
of recognition while
obtaining a competitive edge through increased profits
Recognising
achievements of those
organisations that improve
the quality of their goods
and services and provide an example to others
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b. Rajiv Gandhi National Quality Award
Rajiv Gandhi
National Quality Award
was introduced by
the Bureau of Indian Standards
in 1991. The
award was named
after the former
prime minister of
India, Rajiv Gandhi.
This award was
introduced to stimulate Indian
manufacturing and service
organisations seeking excellent
quality
outputs. Rajiv
Gandhi National Quality
Award also intended
to create interest
among Indian industries to set a
superior standard in international markets. This award aims at improving the
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SUBJECT CODE & NAME QM 0020-
Quality in Service Industries
1. Discuss the Capability Maturity Model
Integration(CMMI)
Ans- Capability Maturity Model Integration
(CMMI)
CMMI offers
a framework for
software process improvement to many software development organisations. CMMI has
vast usage in software and IT industry for successful
implementation of quality
processes. It identifies
the key practices
that are required
for process maturity. CMMI
provides:
·
Procedures for
process improvement
·
Integrated approach
to process development
·
Embedded process
improvement in business
·
Stage-wise approach
for incorporating improvements
CMMI Models
CMMI consists
of three overlying
constellations that focus
on the Development, Acquisition
and Service Management
areas respectively.These constellations and
their respective areas
for which
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2. Explain the five
dimensions of Service Quality given by Parasuraman, Zeithaml and Berry, to
evaluate the service gap.
Ans- Service Quality
A female
customer made her
purchase at XYZ
departmental store and headed to
her car. Of the three packages
she had purchased, she forgot one at the store and left. She returned in a short while to claim the package, but it was
gone. She checked with security to see if someone had found her package but no
one had. As a gesture of goodwill the Store Head replaced the products
the customer had
lost free of charge. Can
you imagine how pleasantly surprised
the customer must
have been? She
was extremely delighted with the
service experience she received at the store. From the
example given
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3. SERVQUAL is a
diagnostic tool that uncovers a firm’s broad weaknesses and strengths in the
area of service quality. It is very useful in measuring quality in service
sectors. Discuss the SERVQUAL concept in detail.
Ans- SERVQUAL
The quality of
services provided by service
organisations to their customers can be
measured by a frequently used framework called SERVQUAL. This framework was
introduced by Zeithaml,
Parasuraman, and Berry,
in the 1980s. In this section, let us discuss how
SERVQUAL can help measure quality in the service sectors.
SERVQUAL
is a diagnostic tool that uncovers a firm’s broad weaknesses and strengths in
the area of service quality. The SERVQUAL instrument is based on five service quality dimensions obtained
through extensive-focus group interviews with
consumers. The five
dimensions, together known as the RATER
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4. Explain the
various reasons for
Service failure and
also the two
types of service failure.
Ans- Service Failure
A
customer service failure incident
happens when the service performance fails to meet an
individual’s expectations. In other
words, it can be defined as any
customer service flaw
that results in
a displeased customer.
The failure of any service
impacts customer expectations and
their perception of the service
provider. The simplest reason behind service failure may be the
difference between customer
expectation and service
performance. If the customer is expecting high performance
from a service and receives less, the customer will certainly call it
a ‘service failure.’ For
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5. Give reasons why providing high-quality
service depends on efficient co-ordination between different functional
areas/departments of an organisation.
Ans- Role of Different Departments in Managing
Service Quality
An organisation is made up of a number of departments, each of which has a different
role to play in ensuring the smooth running
of the organisation.Providing high-quality service
requires efficient co-ordination between
thesedifferent functional areas or departments
in the organisation. For example,
advertisement programs
are generally developed
by the advertising
and marketing department, while
the operations division
delivers the service. Poor
coordination between these areas
can result in a mismatch between an advertisement campaign and the service the
organisation actually offers.
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6. Explain the
various services provided
by retailers. Also
explain the various approaches to service quality in
retailing.
Ans-Services Provided by Retailers
As a
consumer, you always
expect quality service
along with products. These services
can be in
terms of helping
the customers in
selecting the products, lay-away
services, after-sales services,
installations,demonstrations
and fair prices.
Increase in the
living standards of consumers and stiff competition mean that
retailers have to provide quality services to their consumers.
According to
the American Marketing
Association, retail services
are, “activities, benefits or satisfactions, which are offered for sale
or provided in connection with the sale of goods.”
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Subject code & name QM0021: STATISTICAL PROCESS CONTROL
1. Write short notes on:
(a) Process management
(b) Types of data
Ans- Process management : Process management
is a systematic
approach to plan
and monitor the performance of
a process. Basically,
it involves an
application of various tools, techniques,
skills, and knowledge
to measure and
improve the performance
of a process
and accommodate the
customers’ need in an
efficient manner.
Meaning of Process : A
process comprises of a
set of activities aimed at
converting inputs into output
as desired or as per specifications.
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Types of Data
Data can be simply
defined as raw facts, or figures, which have no meaning until they are processed. The processed form of data is called information.
For example,
when you just
write ‘12’ on
paper, it does
not carry any specific meaning
as it is
difficult to see
what this number
can represent. However, if you
write 12 candies, it
takes a
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2. What is process capability? Define process
capability index. Explain Cp index and Cpk Index.
Ans- Defining Process Capability
In other
words, a process is a combination
of tools, techniques,
and methods which
are responsible for conversion
of an input into an output for which the process was executed. An important
question which management always
try to find
answer for is: "to what
extent does the
long-term performance of
the processes comply with engineering requirements or managerial
goals?" For example, suppose a company is into manufacturing of components
for automobile. They may be
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3. What is ‘mean’ and ‘median’?
How do you calculate mean and median? Calculate the mean and median of the
following data: 54, 56, 23, 65, 34, 71, 56, 39.
Ans- Mean
The mean, also known as
average, is a numeric figure obtained by dividing the sum of the observations
by the total number of observations taken. The mathematical formula to compute
mean is:
Where, 
= sum of all the observations
= sum of all the observations
Let us understand mean
with the help of an example.
Suppose you have
the data of 20 employees pertaining to the
amount of money spent by them for an official duty trip
to another location, which is shown in below table:
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4. What are the properties of ‘probability’?
Explain about ‘normal distribution’ in brief.
Ans- Properties of probability
The probability of one
event is determined by using the pr obabilities of other events. An organisation can determine the
likelihood of an event by keeping in mind
the properties of
probability. The following
are the properties
of probability:
·
The
probability for the
occurrence of Event
A of an
experiment is represented by P (A).
·
The numerical value
of probability of an event ranges from 0 to 1.
·
The sum of
probabilities of all the events in a sample space is equal to 1.
·
Two events
are said to
be mutually exclusive
if they do
not occur simultaneously.
·
The probability
that Event A would occur after the occurrence of Event B is known as
conditional probability.
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5. Define ‘hypothesis
testing’. Explain ‘null hypotheses’ and ‘alternative hypothesis’.
Ans- Hypothesis Testing
One
can define hypothesis
testing as a
process of resolving
problems or deriving information
from the given data in order to conduct crucial business decisions. It
is a logical
method of accepting
and validating business decisions. In hypothesis
testing, two types of hypothesis are
utilised. One is the null hypothesis
and another is
the alternate hypothesis.
The null hypothesis is
a statement about
a
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6. What is a control chart? What are the various
control charts for attributes? Explain ‘p’ chart in detail.
Ans- Control charts
They represent
variation in processes in a graphical manner and also show the causes
for such variation.
Below figure shows an example
of a control chart:
Figure: An Example of Control
Chart
Above figure shows a
control chart (with upper &lower
limits) in a process of Job
Mix-denoted by a
straight line. The
crooked line denotes
the normal variation in the
process. The graph also depicts that at
a point, reaching to 6.2 on the y-axis, an abnormal variation has
occurred, and has crossed the
upper limit of a
control chart.
The following are the various types of control charts for attributes:
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Subject code & name QM0022: TQM TOOLS AND TECHNIQUES
1. Describe the principles of ‘Total Quality
Management (TQM)’.
Ans- Principles of TQM
TQM focuses on
uniform commitment to quality in all
business areas of an organisation with the purpose of establishing an organisational culture that meets customers’
expectations of quality. The concept of
TQM relies on the following principles:
Top Management Involvement:
An organisation-wide quality improvement program cannot
sustain and succeed
without the support
and active participation of
the top management.
The successful implementation of TQM
can be ensured
with the involvement of the
top management of an
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2. List the seven basic
quality control tools. Describe any three of them.
Ans- Basic quality control tools are as follows:
· Check
Sheet
· Cause-and-Effect Diagram
· Flow Chart
· Pareto Chart
· Scatter Diagram
· Histogram
· Cause-and-Effect Diagram
· Flow Chart
· Pareto Chart
· Scatter Diagram
· Histogram
· Control
Charts
· Brainstorming
1. Check sheets
Organisations need
to collect a
lot of data
to identify quality
issues, the reasons of
defects in products,
and the strategies
to improve quality. For example, if a mobile phone manufacturer
wants to find out the reasons of technical problems in phones, he/she
would need to collect data related to
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3. Write short notes on the following:
(a) Quality circles
(b) Six Sigma
Methodology
Ans- Quality circles
Vision
Group of Institutes runs a number of institutes in vocational training in New Delhi.
The management of the company was
planning to convert a library
into a central library for all the institutes run by the group in the city. It was a huge responsibility on the staff
members to organise the library in a better and more competent way than it was
before. In addition, because the library was
new, the staff
members were facing
various operational problems
such as missing
books,
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Six Sigma Methodology
In the
early 1980s Motorola
faced fierce competition
from the Japanese competitors.
Bob Galvin, the CEO of the company was determined to beat the competition and turn the company
around. Therefore, he set a target
of achieving ten-fold
performance improvement within
five years, for
the employees. In
order to achieve
the target, the
employees were heavily trained and
the practice of
global quality benchmarking
was incorporated. Bill Smith, an engineer in Motorola, found
that products that conformed to the specifications functioned well. Naturally,
the company started
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4. What is meant by ‘Kaizen’? What are the
benefits of Kaizen? Explain the ‘PDCA’ cycle.
Ans- Kaizen
Kaizen is
a Japanese term,
which means ‘continuous
improvement’ through small
increments. It is a philosophy
or a practice that focuses on continuous improvement
of different processes
in an organisation
like manufacturing,
engineering and management.
In other words,
Kaizen recognises the fact
that there can
always be marginal
(however small) improvement in
the organisational processes through continuous efforts. Kaizen aims
to improve all the
functions in an organisation by
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5. What is ‘FMEA’? Explain the concept of ‘Risk
Priority Number’.
Ans-Meaning of FMEA
Customers expect high
quality products and services from an organisation.
However, organisations always find it
challenging to improve and maintain the
quality of products and services because
of the increasing complexities in
the functions of
products and services.
For example, earlier
mobile
phones were
only used for
calling and texting.
However, at present,
the functions of
a mobile phone
have increased manifold
because of its integration
with Internet and numerous new applications.
Therefore, mobile manufacturers
find it challenging to provide reliable
and high quality mobile phones with
superior functions and prevent product failures or malfunctions. Generally,
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6. Write short notes on the following:
(a) Benchmarking
(b) Just-In-Time (JIT)
Ans- Definition of Benchmarking
“It may not be possible
to replicate what they are doing, but the idea is learn from those who are
doing better than you.” -- Robert Camp, Xerox
In order
to achieve success in today’s competitive world, it is imperative for an organisation
to consistently measure and evaluate its performance from time
to time. To
ensure effective monitoring
of its performance,
every organisation should compare
its performance with the best
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Just-In-Time (JIT)
The association
for operations management,
APICS defined Just-in-Time (JIT) as “a philosophy of
manufacturing based on planned elimination of all waste and on continuous
improvement of productivity”.
Another definition of JIT explains the concept as
“a structural approach in a
manufacturing organisation focused
on improving timeliness,
quality, productivity and flexibility utilising various
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