Answer : Voice of the Customer:

VOC is a term used in business and Information Technology to describe the in-depth process of capturing a customer's expectations, preferences and aversions. It is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. VOC is conducted at the start of any new product,

2. Describe the various methods for gathering information.

Answer : 1.DIRECT PERSONAL OBSERVATION

In direct personal observation the researcher is the observer. Researcher records what the participants are watching and doing. However, in social research direct personal observation plays a vital role. That is, the researcher is watching what is happening, or may rely on the reported observations of others.

3. Define “Quality Function Deployment (QFD)”? What are the features of QFD?

Answer : QFD focuses on customer expectations or requirements, often referred as the voice of the customer. It is process to translate customer expectations, in terms of specific requirements, into directions and actions in engineering or technical characteristics that can be deployed through major production activities of:

· Product planning

· Part development

· Process Planning

4. Write a brief note on the following:

a. Robust design

Answer : What is Robust Design?

In today’s automotive industry where simulation and virtual prototyping are increasingly used to reduce time to market, the design process has changed considerably since Taguchi invented the quality planning concept

b. Affinity diagram

Answer : A common tool in process improvement is the Affinity Diagram. It’s a simple exercise that encourages low-risk participation and it is effective in documenting most of the relevant issues with a

c. Tree diagram

Answer : The Tree Diagram is an analysis tool for breaking down a broad or top-level goal of a team into many levels of increasingly detailed and specific actions that need to be done in order to achieve the stated goal. As its name implies, the tree diagram consists of branches that specify the actions required at each level of detail. These branches further branch out into smaller branches that break down these

5. Write brief note on “Quality loss function”

Answer : The quality loss function is based on the work of electrical engineer, GenichiTaguchi. This view disagrees with the traditional (goalpost) view. The quality loss function recognizes that products falling between specific limits are not all equal. The four following statements summarize Taguchi’s philosophy.1. We cannot reduce cost without affecting quality.2. We can improve quality without increasing cost.3. We

6. What is FMEA? Write a brief note on Risk Priority Number.

Answer : FTA and FMEA are means of identifying or investigating potential failure modes and related causes. They can be

· Applied in the early concept selection and design phase and then progressively refined and updated as the design evolves.

· Helpful in

Master of Business Administration - MBA Semester 3

QM0013 - Quality Management Tools

(4 credits)

(Book ID: B1243)

ASSIGNMENT- Set 2

Marks 60

Note: Each Question carries 10 marks

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

Answer : 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

2. Define the term ‘reliability’. What is its relevance in Quality?

Answer : Reliability

is the probability that a plant or component will not fail to perform within specified limits in a given time while working in a stated environment. For the case of mechanical systems the following definition can be used to definer liability

Mechanical Reliability is the

3. When do you use Quality Control Charts? What are the types of Control charts?

Answer : One of the most important actions that can help maintain the quality of any good or service is to collect relevant data consistently over time, plot it, and examine the plots carefully. All statistical process control charts plot data (or a statistic calculated from data) versus time, with control limits designed to alert the analyst to events beyond normal sampling variability.STATGRAPHICS

4. What is a process? Explain the concept of process mapping with an example.

Answer : A process is a collection of interrelated work tasks initiated in response to an event that achieves a specific result for the customer of the process. Adding more specific detail to that general definition:

•that achieves a specific result:

· must deliver a specific

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

Answer : Purpose of this module:

1.Gain an understanding of what is meant by "business process".2.Understand and contrast continuous process improvement and business process reengineering (BPR).If you have ever waited in line at the grocery store, you can appreciate the need for process improvement. In this case, the "process" is called the check-out process, and the purpose of the process is to pay for and bag your groceries. The process begins

6. (a) What is meant by “business excellence”?

Answer : : In general, business excellence models have been developed by national bodies as a basis for award programs. For most of these bodies, the awards themselves are secondary in importance to the widespread adoption

(b) Describe Baldrige performance excellence

model.

Answer : Baldrige applicants know that the journey is not about receiving a North Carolina Performance Excellence or Presidential Award, although that’s a nice goal. It’s about getting expert feedback on where they are and

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QM0013 - Quality Management Tools

Answer : Voice of the Customer:

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