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QM0019-Foundations of Quality Management

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FALL-2015
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MBA Semester 3
QM0019-Foundations of Quality Management
(Book ID: B1725)
Assignment (60 Marks)
Note: Answer all questions must be written within 300 to 400 words each. Each Question carries 10
marks 6 X 10=60.
Q1. (i) Define “Total Quality Management”
(ii) Describe the eight key dimensions of quality according to Garvin.
Answer. a. Total Quality Management (TQM) is a comprehensive and structured approach to
organizational management that seeks to improve the quality of products and services through
ongoing refinements in response to continuous feedback. TQM requirements may be defined
separately for a particular organization or may be in adherence to established standards, such as the
International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of
organization; it originated in
Q2. Explain the contributions of the following quality gurus towards quality management:
(a) Masaki Imai
(b) W. Edwards Deming
Answer. (a) Masaki Imai:
Masaaki Imai (born, 1930) is a Japanese organizational theorist and management consultant, known for
his work on quality management, specifically on Kaizen.
Kaizen, Japanese for "improvement" or "change for the best", refers to philosophy or practices that
focus upon continuous improvement of processes in manufacturing, engineering, and business
management. It has been applied in
Q3. Describe ‘Quality policy’ and ‘Quality Objectives’ in details with examples.
Answer. Quality Policy
The quality policy is the only true definition of quality that counts in your organisation. Provided that
you take into account the few important items the standard asks for, you can define and measure
quality any way you choose.
1. Make sure the
Q4. Explain the following in brief:
(a) Quality audits
(b) Productivity
Answer. a. Quality audit is the process of systematic examination of a quality system carried out by an
internal or external quality auditor or an audit team. It is an important part of organization's quality
management system and is a key element in the ISO quality system standard, ISO 9001.
Quality audits are typically performed at predefined time intervals and ensure that the institution has
clearly defined internal system monitoring procedures linked to effective action. This can help
determine if the organization complies with the defined quality system processes and can involve
procedural or
Q5. Write short notes on the following:
(a) Knowledge Management
(b) Quality Awards
Answer. a. Knowledge management (KM) is the process of capturing, developing, sharing, and
effectively using organizational knowledge. It refers to a multi-disciplinary approach to achieving
organizational objectives by making the best use of knowledge.
KM includes courses taught in the fields of business administration, information systems, management,
and library and information sciences. More recently, other fields have started contributing to KM
research, including information and
Q6. Define ‘Quality Costs’. Describe the different types of Quality Costs.
Answer. Quality Costs: Sum of costs incurred in maintaining acceptable quality levels plus the cost of
failure to maintain that level (cost of poor quality).
In process improvement efforts, quality costs or cost of quality is a means to quantify the total cost of
quality-related efforts and deficiencies. It was first described by Armand V. Feigenbaum in a 1956
Harvard Business Review article.
Prior to its introduction, the general
FALL-2015
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