OM0016 – QUALITY MANAGEMENT

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ASSIGNMENT

DRIVE	WINTER  2015
PROGRAM	MBADS (SEM 4/SEM 6) MBAFLEX/ MBA (SEM 4) PGDOMN (SEM 2)
SUBJECT CODE & NAME	OM0016 – QUALITY MANAGEMENT
BK ID	B2009
CREDITS	4
MARKS	60

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

Q.1 Explain the elements of ISO 9000.

Answer: The International Organization for Standardization's Technical Committee (TC 176) produces the international quality management and quality assurance standards known as the ISO 9000 series of standards. Although relatively new, ISO 9000's roots can be traced back to the founding of ISO in 1946. The Geneva, Switzerland-based ISO establishes common sets of manufacturing, trade and communication standards.

These standards facilitate international exchange of goods and services. More than 100 countries participate in ISO. This includes full-voting-privilege members, correspondent members (observers) and subscribers (documentation). ISO consists of 182 active technical committees, 630 subcommittees, 1,918 working groups and 24 ad hoc study groups. While ISO

Q.2 Explain the forces of change that affect organizations.

Answer: Inside forces include strategic and human resource changes, while outside forces include macroeconomic and technological change.

·         Change management is an approach to shifting individuals, teams, and organizations to a desired future state. Examples of organizational change can include strategic, operational, and technological change that can come from inside or outside the organization.

·         Outside forces for change include macroeconomics, technological evolution, globalization, new legislation, and competitive dynamics.

·         Inside forces for change include

Q.3 what are the dimensions of service quality?

Answer: The services have unique characteristics which make them different from that of goods. The service literature highlights differences in the nature of services versus products which are believed to create special challenges for service marketers and for consumers buying services.

Intangibility: The literature highlights intangibility as one of the key characteristics of services. Regan (1963) introduces the idea of services being activities, benefits or satisfactions which are offered for sale, or are provided with the sale of goods. Services are activities provided performed physical by the provider, unlike physical products they cannot be seen,tasted,felt,heard or smelt before they are to that appeal to customer's senses, their evaluation unlike goods, is

Q.4 what are the major differences between Total Quality Management (TQM) and Six Sigma?

Answer: Both TQM, total quality management, and Six Sigma are time tested tools to enhance quality of products as well as services. While there are numerous similarities, the subtleties within these systems are different. Traditionally, these systems have been utilized by large corporations. However, small businesses can successfully apply most of the key lessons.

Six Sigma and TQM Basics

Six Sigma and TQM are both quality-improvement systems and attempt to reduce defective products or poor service in an organization, while improving customer satisfaction. Both approaches first and foremost attempt to identify the fundamental sources of defects and provide lasting cures that will permanently enhance quality. If delivery trucks often

Q.5 What is Poka-Yoke? Explain its different levels.

Answer:  “ Poka- yoke”: is a Japanese term that means "mistake-proofing". A poka-yoke is any mechanism in a lean manufacturing process that helps an equipment operator avoid (yokeru) mistakes (poka). Its purpose is to eliminate product defects by preventing, correcting, or drawing attention to human errors as they occur.[1] The concept was formalised, and the term adopted, by Shigeo Shingo as part of the Toyota Production System. It was originally described as baka-yoke, but as this means "fool-proofing" the name was changed to the milder poka-

Q.6: Explain the concept of Knowledge Support System (KSS). Explain its types.

Answer: KSS: Knowledge management systems refer to any kind of IT system that stores and retrieves knowledge, improves collaboration, locates knowledge sources, mines repositories for hidden knowledge, captures and uses knowledge, or in some other way enhances the KM process.

Components of KSS: There were several attempts to measure the success of knowledge management efforts in particular organisations, by using elements such as:

•             The number of patents, trademarks, copyrights, trade secrets;

•             Customer satisfaction;

•             Financial bottom line results (stock prices, dividends, net present value);

•             The effectiveness of business processes;

•             The ability to sustain innovation;

•             The changes and improvements obtained through organisational learning;

•             Quantified Critical Success Factors.

Dear students get fully solved assignments

Send your semester & Specialization name to our mail id :

“ help.mbaassignments@gmail.com ”

or

Call us at : 08263069601

(Prefer mailing. Call in emergency )