QM0010 – Foundation of Quality Management



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Spring 2013

Master of Business Administration- MBA Semester 3

QM00 10 – Foundation of Quality Management – 4 Credits

(Book ID: B1240)

Assignment Set – 1 (60 Marks)

Note: Assignment Set -1 must be written within 6-8 pages. Answer all questions.

Q1.a. Describe the main features of Companywide approach on Quality.

Answer : During the 1980s, the concept of “company quality” with the focus on management and people came to the fore[citation needed]. It was realized that, if all departments approached quality with an open mind, success was possible if the management led the quality improvement process.

The company-wide quality approach places an emphasis on four aspects[citation needed] :-

  1. 1.       Elements such as controls, job management, adequate processes, performance and integrity criteria and identification of records




b. Write a note on Berry’s dimensions of service quality.5 +5 = 10 marks(200 – 250 words each)

Answer : Service quality can be defined as a customers’ perception of how well a service meets or exceeds their expectations. In most cases service quality is judged by customers, and not by organisations. This distinction is critical because it forces service marketers to examine their quality from the customers’ viewpoint. For example, a bank may view service quality as having friendly and knowledgeable employees. However, the customers of this bank may be more concerned with waiting time, ATM access and security,




Q2.Write short notes on Quality Function Deployment (QFD) process and describe why it is also called “House of Quality”.10 marks(350-400 words)

Answer : Quality function deployment (QFD) is a “method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and




Q3.a. Discuss main features of Quality Control and Inspection.

Answer : Quality Control

Statistical quality control is one of the tools of scientific management. It has several advantages over 100 per cent inspection. These are:

(I) Reductions in costs: since only a fraction of output is inspected costs of inspection are greatly reduced.

(ii) Greater efficiency: Not only there is reduction in costs but the efficiency also goes up because much of the boredom is avoided, the work of



b. ‘A quality team is a good team of good people’ Substantiate.5 +5 = 10 marks(20 (200 – 250 words each)

Answer : To be a team they have to work together, have respect for each other, and help one another when needed. They must understand each other’s views and respect them.

A good team consists of people who are communicative, cooperative, problem solvers and respectful individuals. Being good listeners help achieve a solution faster, and with less stress! (Being able to respect the thoughts and suggestions of others could perhaps find a new solution that you hadn’t thought of.)

Characteristics of a good team :

  • Everyone participates



Q5.What is service quality? What are the internal and external measures of service quality?

10 marks(350-400 words)

Answer : Service quality is a comparison of expectations with performance.

A business with high service quality will meet customer needs whilst remaining economically competitive.[2] Improved service quality may increase economic competitiveness.

This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically;




Q6.“Quality is the new buzzword and is dominating business processes and services like never before”, Justify.10 marks(350-400 words)

Answer : Today IT outsourcing to India has become more about high quality rather than reduced cost. Quality is the new buzzword and is dominating business processes and services like never before. Indian companies are now focusing on process reengineering, quality improvement, training and certification level achievements. Many of the ITES-BPO companies in India now have specialized quality departments that are




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