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OM0016-Quality Management

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Winter-2015
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Master of Business Administration- MBA Semester 4
OM0016-Quality Management
(Book ID: B2009)
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. Explain the elements of ISO 9000.
Answer. 1. Management Responsibility
Top Management is required to:
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

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Develop a Quality Policy reflecting the organization's attitude to quality and ensure it is
communicated throughout the organization.
Allocate appropriate resources and trained personnel to perform the work.
Appoint a management representative to monitor the Quality System.
Conduct regular management reviews to ensure the health of the quality system.
Q2. Explain the forces of change that affect organizations.
Answer. Change management is an approach to shifting or transitioning individuals, teams, and
organizations from their existing state to a desired future state. Understanding key internal and external
change catalysts is critical to successful change management for organizational leaders.
Outside Forces
Q3. What are the dimensions of service quality?
Answer. The services have unique characteristics which make them different from that of goods. The
service literature highlights differences in the nature of services versus products which are believed to
create special challenges for service marketers and for consumers buying services.
The five SERVQUAL dimensions are:Tangibles - Appearance of physical facilities, equipment, personnel, and communication materials
Reliability - Ability to perform the promised service dependably and accurately
Q4. What are the major differences between Total Quality Management (TQM) and Six Sigma? Explain
the steps involved in identifying customer requirements for product development.
Answer. TQM, total quality management, and Six Sigma are time tested tools to enhance quality of
products as well as services. While there are numerous similarities, the subtleties within these systems are
different. Traditionally, these systems have been utilized by large corporations.
Six Sigma and TQM are both quality-improvement systems and attempt to reduce defective products or
poor service in an organization, while improving customer satisfaction. Both approaches first and foremost
attempt to identify the fundamental sources of defects and provide lasting cures that will permanently
enhance quality.
Q5. What is Poka-Yoke? Explain its different levels.
Answer. Poka-yoke is a technique for avoiding simple human error in the workplace. Also known as
mistake-proofing, goof-proofing, and fail-safe work methods, poka-yoke is simply a system designed to
prevent inadvertent errors made by workers performing a process. The idea is to take over repetitive tasks
that rely on memory or vigilance and guard against any lapses in focus. Poka-yoke can be seen as one of
the three common components of Zero Defect Quality Control
Q6. Explain the concept of Knowledge Support System (KSS). Explain its types.
Answer. Knowledge management systems refer to any kind of IT system that stores and retrieves
knowledge, improves collaboration, locates knowledge sources, mines repositories for hidden knowledge,
captures and uses knowledge, or in some other way enhances the KM process. If my explanation above
makes the definition of these systems seem vague, that is because there is no consensus as to what
Winter-2015
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