QM0013 - Quality Management Tools:SUMMER DRIVE_for answers contact us at assignmentssolution@gmail.com

May 2012
Master of Business Administration - MBA Semester 3
QM0013 - Quality Management Tools
ASSIGNMENT- Set 1
Marks 60
Note: Each Question carries 10 marks. Answer all the questions.
1. Define “Quality Function Deployment (QFD)”? What are the features of QFD?
2. Describe the various methods for gathering information.
3. Define the term ‘reliability’. What is its relevance in Quality?

Spring 2012 Master of Business Administration - MBA Semester 3 : FOR ANSWERS contact us at assignmentssolution@gmail.com

Spring 2012
Master of Business Administration - MBA Semester 3 QM0010 - Foundations of Quality Management (4 credits) (Book ID: B1240) ASSIGNMENT- Set 1 Marks 60 Note: Each Question carries 10 marks. Answer all the questions. 1. What are the dimensions of Quality? 2. Write a brief note on the concept of Total Quality Management. 3. Explain “quality economic approach” and “quality environmental approach”. 4. Explain the importance of customer satisfaction with an example. How do you measure customer satisfaction? 5. Explain Kaizen Approach to Problem Solving, with an example. 6. What is “Cost of Quality”? Differentiate between external failure cost and internal failure cost.

5. Write brief note on Business Process Re-engineering.

Business Process Reengineering

Techniques such as Business Process Reengineering (BPR) and balanced scorecard emerged in the 1990s. These techniques influenced the development of various excellence models. The scorecard being the greater BPR brought in an approach called Green Field to redesign the major business processes by challenging basic assumptions and accepting change. The BPR aims at bringing about a change in performance, cost, quality, and customer satisfaction. The balanced scorecard is a measurement system that enables the conversion of strategy into action by identifying the cause and effect relationships that deliver the desired strategic results.

The BPR attempts to link the people dimensions of learning and growth to the process issues of quality and time, then to the customer dimensions of delivery and loyalty and finally to financial outcomes such as return on capital employed (ROCE). Every excellence framework includes this basic conceptual thinking.

With the decline of TQM programmes in some countries, a subsequent quality concept called Six-Sigma saw a drastic increase in application. The concept of Six-Sigma is not new. It can be traced back to Motorola in the early 1980s.

1. What is Quality Management System? What are its benefits?

Quality Management Systems

Quality Management System is defined as “A set of corresponding activities to direct and control an organisation in order to improve the value and efficiency of its performance.”

An organisation can have various benefits from having an efficient Quality Management System (QMS) in place. The main goal of the QMS is the professional relationship between the client and the supplier working together for mutual profit. To achieve this goal, the business relations of both clients and suppliers should go beyond the organisational boundaries. First understand the system and study each one in detail. The complete QMS should be understood by defining each and every process in detail. This results in the development of good quality goods and services instead of having defective products or services for the products after their development.

QMS maintains quality planning which creates a framework for handling the activities. It also allows the organisation to develop products and services that satisfy the customer’s and their requirements. This is the best tool to accomplish improved customer fulfilment.