QM0019: FOUNDATIONS OF QUALITY MANAGEMENT

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Assignment

DRIVE	FALL 2015
PROGRAM	MBA
SEMESTER	3
SUBJECT CODE & NAME	QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
BK ID	B1926
CREDIT & MARKS	4 CREDITS & 60 MARKS

Note: Answer all questions. Each question is followed by evaluation scheme.

Q1. i) Define “Total Quality Management”

Answer: Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality

Q2 Explain the contributions of the following quality gurus towards quality management:

(a) Masaki Imai

Answer: TQM, also known as Total Quality Control (TQC), is a management tool for improving total performance. TQC means organized → Kaizen activities involving everyone in a company – managers and workers – in a totally systemic and integrated effort toward improving performance at every level. It is to lead to increased customer satisfaction through satisfying such corporate cross-functional goals as → quality, cost, scheduling, manpower development, and new product development.

\Masaaki Imai (1930) is one of the founders and a very famous advisor in the field of the ‘Kaizen’,’Kaizen Gemba‘ and ‘Lean‘. management and quality philosophies. Especially the further development of continuous improvement within organizations in the form of a philosophy made Imai a worldwide pioneer and leader.

Masaaki Imai published in 1986 his book “Kaizen, The Key to Japan’s Competitive Success“. The book was an immediate global success because

(b) W. Edwards Deming

Answer: Knowledge Center > Learn About Quality >TQM > Deming's 14 Points

Deming’s 14 Points on Quality Management, a core concept on implementing total quality management, is a set of management practices to help companies increase their quality and productivity.

Q. 3. Describe ‘Quality policy’ and ‘Quality Objectives’ in details with examples.

(ii) What is meant by Quality policy? Explain with an example.

Answer: Quality policy: The quality policy is the only true definition of quality that counts in your organisation. Provided that you take into account the few important items the standard asks for, you can define and measure quality any way you choose.

·         Make sure the policy builds on current corporate objectives and values

·         It must be fully integrated with those concepts

 Top management must ensure that the quality policy:

·         Is appropriate to the organisation

·         Includes a commitment to requirements and

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Q4. Explain the following in brief:

(a) Quality audits

Answer: Quality audit is the process of systematic examination of a quality system carried out by an internal or external quality auditor or an audit team. It is an important part of organization's quality management system and is a key element in the ISO quality system standard, ISO 9001.

Quality audits are typically performed at predefined

(b) Productivity

Answer: 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 value of inputs is a measure of the income

Q5 Write short notes on the following:

(a) Knowledge Management

Answer: Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge.

An established discipline since 1991 KM includes courses taught in the fields of business administration, information systems, management, and library

(b) Quality Awards

Answer: “Quality” represents the extent to which a good/service meets or exceeds   expectations

·         Overall Quality

·         Quality along many dimensions

Term used for today’s new concept of quality is total quality management

·         Quality awards:  special recognition 

·         Strive for excellence

·         Generate interest in quality programs

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Q6. Define ‘Quality Costs’. Describe the different types of Quality Costs.

Answer: Quality costs are the costs associated with preventing, detecting, and remediating product issues related to quality. Quality costs do not involve simply upgrading the perceived value of a product to a higher standard. Instead, quality involves creating and delivering a product that meets the expectations of a customer. Thus, if a customer spends very little for an automobile, he will not expect leather seats and air conditioning - but he will expect the vehicle to run properly. In this case, quality is considered to be a vehicle that functions, rather than a luxury

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