BBA303 – QUALITY MANAGEMENT

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Summer2013

Bachelor of Business Administration – BBA Semester 3

BBA 303 – QUALITY MANAGEMENT – 4 CREDITS

(BOOK ID B1597)

Assignment – 60 Marks

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.

Q1.QC is often performed by a team of professionals who use specific techniques. These techniques do vary depending on the intended measurement. Without QC techniques, a company would likely rely on standard processes without knowing how well they are performing. Briefly explain these techniques.

(Explanation of: Failure Testing (FT), Acceptance Sampling (AS),Statistical Process Control (SPC), Analytical Quality Control (AQC), Software Tool , Customer Surveys (CS) – 10 marks ,equal marks for all techniques)10 marks

Answer : Many companies that manufacture products or offer services implement a standard for quality control. This is likely a way to monitor whether products meet specifications and services are satisfactory. Quality control techniques, therefore, may vary depending upon the intended measurement.

Q2.Write short notes on partnering?

(3 broad categories of relationships – 3 marks; Goals of partnership – 2 marks; Key requirements for successful partnerships any five – 5 marks)10 marks

Answer : Partnering is a project approach designed to allow the design and construction process to be performed within an environment of mutual trust, commitment to shared goals, and open communication among the client, architect/engineer, construction manager, general contractor (if applicable), and subcontractors. Partnering establishes a working relationship among all of the team members based on a mutually agreeable plan of

Q3.What are the different types of benchmarking and explain the reasons for benchmarking?

(Different types of bench Marking: Performance benchmarking or operational benchmarking, Process benchmarking or functional benchmarking, Strategic benchmarking – 6 marks i.e. 2 marks each; reasons for Benchmarking (any four reasons)- 4 marks)10 marks

Answer :  a.    Strategic Benchmarking involves examining long-term strategies, for example regarding core competencies, new product and service development or improving capabilities for dealing with change. This type of benchmarking is used by successful high performers in order to improve a business’s overall performance.

Q4.Discuss customer expectations and customer delight.

(Importance of customer satisfaction – 2 marks; characteristics of dissatisfied customers – 2 marks; Factors for generating customer expectation– 1 mark; Reasons to meet customer expectations– 2 marks; definition and explanation of customer delight – 2 marks; Bearing of customer expectation on customer delight – 1 mark)10 marks

Answer : Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer's satisfaction.

However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide

Q5.Provide a short overview of the Deming Prize.

( Background of Deming prize – 1 mark; Deming Prize categories – 3 marks; Deming Prize Criteria – 3 marks ; Deming Prize Committee – 3 marks)10 marks

Answer : What is the Deming Prize?      

The Deming Prize is an annual award presented to an organization that has implemented TQM suitable for its management philosophy, scope/type/scale of business, and management environment.

Regardless of the types of business, any organization can apply for the Prize under certain conditions, be it public or private, large or small, domestic or overseas, or part of or entire organization.

There is no limit to the number of potential

Q6.What are different factors of productivity? How is productivity expressed in terms of factors?

(Factors of productivity include land, space, labour, machine, capital, material, and overhead. – 4 marks; Productivity expressed as partial factor productivity, multifactor productivity, and total productivity – 6 marks)10 marks

Answer :Increasing employee productivity is a key component in growing company revenue. Management can take several steps to help increase productivity for the long-term. When a company takes the time to understand and implement the factors that improve productivity in the workplace, it is making a positive investment in the organization's future.

Proactive Employees

According to the management training

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