ASSIGNMENT
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
Book ID B1926
Credit and Max. Marks 4 credits; 60 marks
Note: Answer all questions. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 (i) Various experts and pioneers of quality management have defined the term
quality in different ways. Mention some of such definitions of ‘quality’.
(ii) Describe the dimensions of quality.
Various definitions of the term ‘quality’ 3 10
Dimensions of quality 7
2 Explain the contributions of the following quality gurus towards quality
management:
(a) Kaoru Ishikawa
(b) Genichi Taguchi
Contributions of Kaoru Ishikawa 5 10
Contributions of Genichi Taguchi 5
3 (i) Define the term ‘Strategic Quality Management’ and explain its concept in brief.
(ii) What is meant by Quality policy? Explain with an example.
Definition and explanation of Strategic Quality Management 6 10
Meaning and explanation of Quality policy 4
4 What is meant by Customer focus? Explain ‘Customer Perception of Quality’ in
brief.
Meaning of customer Focus 3 10
Explanation of Customer perception of quality 7
5 Write short notes on the following:
(a) Knowledge Management
(b) Quality Awards
Short notes on ‘Knowledge Management’ 5 10
Short notes on ‘Quality Awards 5
6 Explain the following in brief:
(a) Quality audits
(b) Productivity
Explanation of quality audits 5 10
Explanation of productivity 5
Note: Answer all questions. Kindly note that answers for 10 marks questions should be
approximately of 400 words. Each question is followed by evaluation scheme.
ASSIGNMENT QUESTION PAPER
DRIVE FALL 2014
PROGRAM Master of Business Administration- MBA
SEMESTER 3
SUBJECT CODE & NAME QM 0020- Quality in Service Industries
BK ID B1927
CREDIT & MARKS 4 Credits, 60 marks
Q.No Questions Marks Total Marks
1 Give reasons why providing high-quality service depends on efficient co-ordination
between different functional areas/departments of an organisation.
Explanation of the role of different departments in
managing service quality
7
Steps in providing high-service quality 3 10
2
Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and
Berry, to evaluate the service gap.
Definition of Service quality 2
Explanation of five dimensions of Service quality 8 10
3
How is Service quality related to customer satisfaction, loyalty, and Value?
Explanation 10 10
4
Explain the various reasons for Service failure and also the two types of service
failure.
Explanation of service failure and its two types 4
Reasons for service failure 6 10
5
Write a short note on the various dimensions that are used to evaluate service quality in the
Tourism, hospitality and leisure industry.
Explanation 10 10
6.
Explain the various services provided by retailers. Also explain the various
approaches to service quality in retailing.
Services Provided by retailers 4
Approaches to service quality in retailing 6 10
Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.
ASSIGNMENT
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0021: Statistical Process Control
Book ID B1928
Credit and Max. Marks 4 credits; 60 marks
Note –Answer all questions. Kindly note that answers for 10 marks questions should be approximately of
400 words. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 (a) What are the two main causes of variation? Explain.
(b) Define the term ‘process’. Give an example of process.
a) Explanation of two causes of variation. 5 10
b) Definition of a process and example of a process 5
2 (a) What is meant by Standard Deviation?
(b) Calculate the standard deviation of the following data, which represents the
number of defective products by a machine: 4, 2, 5, 8 and 6
a) Meaning of Standard Deviation 3 10
b) Calculation of Standard Deviation with steps 7
3 a) Give the meaning of the following basic terminologies in Probability:
i) Sample Space
ii) Mutually Exclusive events
b) Mention the properties of probability
c) Define the term ‘random variable’
a) Meaning of ‘sample space’ and ‘mutually exclusive events’ 4 10
b) Properties of probability 4
c) Definition of ‘random variable’ 2
4 (a) Differentiate between accuracy and precision.
(b) Write a brief note on ‘Funnel Experiment’
Difference between Accuracy and Precision 5 10
Brief note on ‘Funnel experiment’ 5
5 Define the terms: ‘process capability’ and ‘process stability’. Explain Cp index and
Cpk index.
Definition of ‘process capability’ and ‘process stability’ 4 10
Explanation of Cp Index and Cpk Index 6
6 Give the meaning of the following:
i) Hypothesis testing
ii) Control chart
iii) Experimental design
iv) Acceptance Sampling
Meaning of: i) Hypothesis testing 2.5 10
ii) Control chart 2.5
iii) Experimental design 2.5
iv) Acceptance Sampling 2.5
ASSIGNMENT
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0022: TQM TOOLS AND TECHNIQUES
Book ID B1929
Credit and Max. Marks 4 credits; 60 marks
Note: Answer all questions. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 Describe the principles of Total Quality Management (TQM).
Description of the principles of TQM 10 10
2 List the seven basic quality control tools. Describe any three of them.
Listing the seven basic quality control tools 1 10
Description of any three quality control tools 9
3 Give the meaning of the following:
(a) Quality Circles
(b) Continuous Improvement Process
(c) Reliability
(d) Business Process Reengineering
(e) Poka Yoke
(a) Meaning of Quality Circles 2 10
(b) Meaning of Continuous Improvement Process 2
(c) Meaning of Reliability 2
(d) Meaning of Business Process Reengineering 2
(e) Meaning of Poka Yoke 2
4 Define ‘Six Sigma Methodology’. What are the key roles in Six Sigma
methodology? Explain DMAIC methodology of Six Sigma.
Definition of Six Sigma methodology 2 10
Explanation of key roles of six sigma 4
Explanation of DMAIC methodology 4
5 What is ‘FMEA’? Explain the concept of ‘Risk Priority Number’.
Meaning of FMEA 3 10
Concept of ‘Risk Priority Number’. 7
6 Write short notes on the following:
(a) Design of Experiments
(b) Just – In – Time (JIT)
(a) Short notes on Design of Experiments 5 10
(b) Short notes on JIT 5
Note –Answer all questions. Kindly note that answers for 10 marks questions should be approximately of
400 words. Each question is followed by evaluation scheme.
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
Book ID B1926
Credit and Max. Marks 4 credits; 60 marks
Note: Answer all questions. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 (i) Various experts and pioneers of quality management have defined the term
quality in different ways. Mention some of such definitions of ‘quality’.
(ii) Describe the dimensions of quality.
Various definitions of the term ‘quality’ 3 10
Dimensions of quality 7
2 Explain the contributions of the following quality gurus towards quality
management:
(a) Kaoru Ishikawa
(b) Genichi Taguchi
Contributions of Kaoru Ishikawa 5 10
Contributions of Genichi Taguchi 5
3 (i) Define the term ‘Strategic Quality Management’ and explain its concept in brief.
(ii) What is meant by Quality policy? Explain with an example.
Definition and explanation of Strategic Quality Management 6 10
Meaning and explanation of Quality policy 4
4 What is meant by Customer focus? Explain ‘Customer Perception of Quality’ in
brief.
Meaning of customer Focus 3 10
Explanation of Customer perception of quality 7
5 Write short notes on the following:
(a) Knowledge Management
(b) Quality Awards
Short notes on ‘Knowledge Management’ 5 10
Short notes on ‘Quality Awards 5
6 Explain the following in brief:
(a) Quality audits
(b) Productivity
Explanation of quality audits 5 10
Explanation of productivity 5
Note: Answer all questions. Kindly note that answers for 10 marks questions should be
approximately of 400 words. Each question is followed by evaluation scheme.
ASSIGNMENT QUESTION PAPER
DRIVE FALL 2014
PROGRAM Master of Business Administration- MBA
SEMESTER 3
SUBJECT CODE & NAME QM 0020- Quality in Service Industries
BK ID B1927
CREDIT & MARKS 4 Credits, 60 marks
Q.No Questions Marks Total Marks
1 Give reasons why providing high-quality service depends on efficient co-ordination
between different functional areas/departments of an organisation.
Explanation of the role of different departments in
managing service quality
7
Steps in providing high-service quality 3 10
2
Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and
Berry, to evaluate the service gap.
Definition of Service quality 2
Explanation of five dimensions of Service quality 8 10
3
How is Service quality related to customer satisfaction, loyalty, and Value?
Explanation 10 10
4
Explain the various reasons for Service failure and also the two types of service
failure.
Explanation of service failure and its two types 4
Reasons for service failure 6 10
5
Write a short note on the various dimensions that are used to evaluate service quality in the
Tourism, hospitality and leisure industry.
Explanation 10 10
6.
Explain the various services provided by retailers. Also explain the various
approaches to service quality in retailing.
Services Provided by retailers 4
Approaches to service quality in retailing 6 10
Note – Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.
ASSIGNMENT
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0021: Statistical Process Control
Book ID B1928
Credit and Max. Marks 4 credits; 60 marks
Note –Answer all questions. Kindly note that answers for 10 marks questions should be approximately of
400 words. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 (a) What are the two main causes of variation? Explain.
(b) Define the term ‘process’. Give an example of process.
a) Explanation of two causes of variation. 5 10
b) Definition of a process and example of a process 5
2 (a) What is meant by Standard Deviation?
(b) Calculate the standard deviation of the following data, which represents the
number of defective products by a machine: 4, 2, 5, 8 and 6
a) Meaning of Standard Deviation 3 10
b) Calculation of Standard Deviation with steps 7
3 a) Give the meaning of the following basic terminologies in Probability:
i) Sample Space
ii) Mutually Exclusive events
b) Mention the properties of probability
c) Define the term ‘random variable’
a) Meaning of ‘sample space’ and ‘mutually exclusive events’ 4 10
b) Properties of probability 4
c) Definition of ‘random variable’ 2
4 (a) Differentiate between accuracy and precision.
(b) Write a brief note on ‘Funnel Experiment’
Difference between Accuracy and Precision 5 10
Brief note on ‘Funnel experiment’ 5
5 Define the terms: ‘process capability’ and ‘process stability’. Explain Cp index and
Cpk index.
Definition of ‘process capability’ and ‘process stability’ 4 10
Explanation of Cp Index and Cpk Index 6
6 Give the meaning of the following:
i) Hypothesis testing
ii) Control chart
iii) Experimental design
iv) Acceptance Sampling
Meaning of: i) Hypothesis testing 2.5 10
ii) Control chart 2.5
iii) Experimental design 2.5
iv) Acceptance Sampling 2.5
ASSIGNMENT
Drive FALL 2014
Program MBA
Semester 3
Subject code & name QM0022: TQM TOOLS AND TECHNIQUES
Book ID B1929
Credit and Max. Marks 4 credits; 60 marks
Note: Answer all questions. Each question is followed by evaluation scheme.
Q. No Questions Marks Total
Marks
1 Describe the principles of Total Quality Management (TQM).
Description of the principles of TQM 10 10
2 List the seven basic quality control tools. Describe any three of them.
Listing the seven basic quality control tools 1 10
Description of any three quality control tools 9
3 Give the meaning of the following:
(a) Quality Circles
(b) Continuous Improvement Process
(c) Reliability
(d) Business Process Reengineering
(e) Poka Yoke
(a) Meaning of Quality Circles 2 10
(b) Meaning of Continuous Improvement Process 2
(c) Meaning of Reliability 2
(d) Meaning of Business Process Reengineering 2
(e) Meaning of Poka Yoke 2
4 Define ‘Six Sigma Methodology’. What are the key roles in Six Sigma
methodology? Explain DMAIC methodology of Six Sigma.
Definition of Six Sigma methodology 2 10
Explanation of key roles of six sigma 4
Explanation of DMAIC methodology 4
5 What is ‘FMEA’? Explain the concept of ‘Risk Priority Number’.
Meaning of FMEA 3 10
Concept of ‘Risk Priority Number’. 7
6 Write short notes on the following:
(a) Design of Experiments
(b) Just – In – Time (JIT)
(a) Short notes on Design of Experiments 5 10
(b) Short notes on JIT 5
Note –Answer all questions. Kindly note that answers for 10 marks questions should be approximately of
400 words. Each question is followed by evaluation scheme.
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