QM0011 - Principles & Philosophies of Quality Management

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Spring 2013

Master of Business Administration- MBA Semester 3

QM00 11 - Principles & Philosophies of Quality Management - 4 Credits

(Book ID: B1241)

Assignment Set - 1 (60 Marks)

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

Q1.Discuss the dimensions of Quality. What are the contributions of Kaoru Ishikawa and Genichi Taguchi to Quality Management?10 marks(350-400 words)

Answer : Eight dimensions can be used at a strategic level to analyze quality characteristics. The concept was defined by David Garvin. Some of the dimensions are mutually reinforcing, whereas others are not—improvement in one may be at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage. Garvin's eight dimensions can be summarized as follows:

Q2.a. Explain in brief how the ‘Poke-Yoke’ approach towards zero defects helps in achieving cost effective production and customer satisfaction?

Answer : Poke-yoke [poke joke] is a Japanese term that means "fail-sating" or "mistake-proofing". The concept was formalised, and the term adopted, by Shigeo Shingo as part of the Toyota Production System. Poke-yoke (Pooh-Bah yoh-keh) was coined in Japan during the 1960s by Shigeo Shingo who was one of the industrial engineers at Toyota. Shigeo Shingo is also credited with creating and formalizing Zero Quality Control (poke-yoke techniques to correct possible defects + source inspection to prevent defects equals

b. What are the seven wastes identified by Shingo in manufacturing processes?5 +5 = 10 marks(200 - 250 words each)

Answer : The seven wastes

One of the key steps in Lean and TPS is the identification of which steps add value and which do not. By classifying all the process activities into these two categories it is then possible to start actions for improving the former and eliminating the latter. Some of these definitions may seem rather 'idealist' but this tough definition is seen as important to the effectiveness of this key step. Once value-adding work has been separated from waste then waste can be subdivided into 'needs to be done but non-value adding' waste and pure waste. The

Q3.What is Total Productive Maintenance (TPM)? Enumerate the benefits of TPM.10 marks(3((350-400 words)

Answer : Total productive maintenance (TPM) originated in Japan in 1971 as a method for improved machine availability through better utilization of maintenance and production resources.

Whereas in most production settings the operator is not viewed as a member of the maintenance team, in TPM the machine operator is trained to perform many of the day-to-day tasks of simple maintenance and fault-finding. Teams are created that include a technical expert (often an engineer or maintenance technician) as well as operators. In this setting the operators are enabled to understand the machinery and

Q4.Explain the Baldrige model of business excellence. What are the steps involved in achieving organisational excellence?10 marks(350-400 words)

Answer : In his time, Malcolm Baldrige, Secretary of Commerce under President Ronald Reagan, represented business excellence and the principles that make American business great: leadership, innovation, quality.

But his legacy of business excellence lives on, and now a business school in Waterbury, Connecticut, has adopted the Baldrige name to exemplify those same principles.

The Malcolm Baldrige School of Business at Post University is “committed to creating a community of best practices focused on continuous learning and business excellence.” In addition, Post University will annually award two scholarships in

Q5.Discuss the meaning of Six Sigma with examples. What are the Steps involved in Implementing Six Sigma. Marks(350-400 words)

Answer : Six Sigma is a set of tools and strategies for process improvement originally developed by Motorola in 1985. Six Sigma became well known after Jack Welch made it a central focus of his business strategy at General Electric in 1995,and today it is used in different sectors of industry.

Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes. It uses a set of quality management methods, including

Q6.“Business process reengineering is one approach for redesigning the way work is done to better support the organization's mission and reduce costs.” Justify 10 marks(350-400 words)

Answer : Business Process Reengineering (BPR) is a management practice that aims to improve the efficiency of the business process. The key to BPR is for organizations to look at their business processes from a "clean slate" perspective and determine how they can best construct these processes to improve how they conduct business. Reengineering is a fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in cost, quality, speed, and service. BPR combines a strategy of

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