BBA303 : QUALITY MANAGEMENT

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ASSIGNMENT

DRIVE	SPRING 2015
PROGRAM	Bachelor of Business Administration- BBA
SEMESTER	3
SUBJECT CODE & NAME	BBA303: QUALITY MANAGEMENT
BK ID	B1597
Credit & Marks	4 CREDITS & 60 MARKS

Note – Answer all questions. Kindly note that answers for 10 marks questions should beapproximately of 400 words. Each question is followed by evaluation scheme.

1 Define the term Quality management. What are the dimensions of quality? Differentiate between Quality Control and Quality Assurance.

Answer: Definition of Quality :

Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was

Q2. Differentiate between Mission and Vision Statements. Write a brief note on “quality objectives”.

Answer: Difference between Mission and Vision Statements :

1. About:

A Mission statement talks about HOW you will get to where you want to be. Defines the purpose and primary objectives related to your customer needs and team values.           

A Vision statement outlines WHERE you want to be. Communicates both the purpose and values of your business.

2. Answer:

Q. 3. Explain the following:

a) Kaizen: Kaizen, Japanese for "change for better". When used in the business sense and applied to the workplace, kaizen refers to activities that continually improve all functions and involve all employees from the CEO to the assembly line workers. It also applies to processes, such as purchasing and logistics,that cross organizational boundaries into the supply chain. It has been applied in healthcare, psychotherapy, life-coaching, government, banking, and other industries.

By improving standa

b) Benchmarking and its importance:Benchmarking is the process of comparing one's business processes and performance metrics to industry bests or best practices from other companies. Dimensions typically measured are quality, time and cost. In the process of best practice benchmarking, management identifies the best firms in their industry, or in another industry where similar processes exist, and

Q. 4. What is meant by Customer Focus? Describe in brief the concept of Customer satisfaction and Customer delight.

Customer satisfaction is essential for business success in today's marketplace. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires.

Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business.

Q. 5. Write Short notes on the following:

a) Cost of Quality:When calculating the business case for a Six Sigma project, the cost of poor quality (COPQ), which is the cost caused through producing defects, is a commonly used concept. Within the total amount of quality cost, however, COPQ represents only a certain proportion. Costs do not result from only producing and fixing failures; a high amount of costs comes from ensuring that good products are produced. This article explains

b) Productivity:Productivity is an average measure of the efficiency of production. It can be expressed as the ratio of output to inputs used in the production process, i.e. output per unit of input.When all outputs and inputs are included in the productivity measure it is called total productivity. Outputs and inputs are defined in the total productivity measure as their economic values. The value of outputs minus the

Q. 6. Define Quality Management System. Explain Quality Management Principles.

Answer:A quality management system (QMS) is a collection of business processes focused on achieving quality policy and quality objectives to meet customer requirements. It is expressed as the organizational structure, policies, procedures, processes and resources needed to implement quality management. Early systems emphasized predictable outcomes of an industrial product production line, using simple statistics and random sampling. By the 20th century, labour inputs were typically the most costly inputs in most

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