smu mba 3 sem quality management assignment spring 2018

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE & NAME
QM0019 FOUNDATIONS OF QUALITY MANAGEMENT

Q.1 Define the term quality . Explain the dimensions of quality.
Definition of quality . 2
Dimensions of quality 8
Answer-
Definition of quality -
Various experts and pioneers of quality management have defined the term quality in the following ways:
Quality is a predictable degree of uniformity, at low cost and suited to the market. - W. Edwards Deming

Q.2 Define Quality Costs . Describe the different types of Quality Costs.
Definition of Quality Cost 2
Description of the different types of Quality Costs 8
Answer-
Different Types of Quality Costs-
Feigenbaum defined key areas of quality costs, which are further broken into four parts. These parts are also called types of quality costs. The first two parts are termed as prevention costs and appraisal costs and come under cost of conformance, and the other two are known as internal failure costs and external failure costs, and

Q.3. a. Four phases of QMS implementation 8
b. Definition of quality manual and explanation 2
Answer-
The following points explain the phases of QMS implementation:

Phase-1 Analysis: This phase of QMS includes the following two stages:
Planning: At this stage, a comprehensive quality plan is designed including the key objectives of

Q.4 Explain the following in brief: (a) Quality audits (b) Productivity
a. Quality audits 5
b. Productivity 5
Answer-
Quality has become one of the prime concerns of every organisation. When you visit any shop, the first thing that you notice about a product is its quality. Therefore, it is essential for every organisation to give priority to the quality of products provided to customers. You might have often noticed that the products you purchase fail to meet your expectations due to poor quality. This leaves a poor impression on you about the

Q.5 i) Describe Knowledge Support System (KSS) and its scope.
ii) Write a note on interaction between quality and knowledge management.
i) Knowledge Support System (KSS) and its scope 5
ii) Interaction between quality and knowledge management 5
Answer-
Knowledge Support System (KSS)
According to a study conducted by 14,000 organisations, around 80-90 per cent IT projects fail due to lack of a sound knowledge support system (KSS). Like any other project, quality and knowledge are key concerns in IT projects as well. Many technological innovations fail because the quality and IT staff are more concerned about

Q.6 Discuss the steps to be performed for getting ISO 9000 registered. 10
Steps to be performed for getting ISO 9000 registered
Answer-
Steps to be performed for getting ISO 9000 registered-
The International Organization of Standardization has developed an internationally recognized set of standards to certify that a company or organization has, and adheres to, quality management processes. These standards are known as ISO

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE & NAME
QM0020 - QUALITY IN SERVICE INDUSTRIES

Q.1 What is a GAP model? Explain in Detail. 10
GAP model in Detail
Answer-
GAP model-
At every service encounter, the service quality of an organisation is tested. Customers compare the actual service they receive with the expected service. They are dissatisfied when the actual service falls below the expected service and delighted when service expectations are exceeded. Thus, service quality can be defined as the

Q.2 What are the difference factors that influence quality in service organizations? 10
Factors that influence quality in service organizations
Answer-
Factors Influencing Quality in Service Organisations
The characteristics of service and the factors that determine the quality of the service differ from one organisation to another

Q.3 Explain the Challenges in maintaining CRM. 10
Challenges in maintaining CRM
Answer-
Challenges in maintaining CRM
In today s dynamic business scenario, CRM has become an integral part of organisations, because customers are now more informed and aware than they were in the past. For the same reason, they are also more demanding now. They expect high quality service enriched with supplementary services. Customers desire

Q.4 Explain - Reasons for Service Failure. 10
Reasons for Service Failure
Answer-
Reasons for Service Failure
You now know that service failures usually occur due to differences between service expectations and actual service performance. However, there can be other reasons that can create variations between customer expectations and service

Q.5 Describe - Objectives of service quality in the tourism, hospitality and leisure industry 10
Objectives of service quality in the tourism, hospitality and leisure industry
Answer-
Objectives of service quality in the tourism, hospitality
and leisure industry
The tourism, hospitality and leisure industry is basically people- oriented hence service quality is one of the major concerns to these

Q.6 What are the various approaches to service quality in retailing? 10
Approaches to service quality in retailing
Answer-
Approaches to service quality in retailing-

In order to be able to effectively use customer service as a unique proposition, a retail organisation needs to follow certain approaches to

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

DRIVE
SPRING 2018
PROGRAM
MBA
SEMESTER
III
SUBJECT CODE
QM0021
SUBJECT NAME
STATISTICAL PROCESS CONTROL

Q.1 Explain how customer satisfaction is related to process management 10
Customer Satisfaction and Process Management
Answer-
Customer Satisfaction and Process Management
In contemporary business scenario, customer satisfaction is an important aspect of organisation to remain competitive in the market. As customers are not only important from the sales and revenue perspective, but they are a great source of indirect marketing and goodwill. In order to achieve the desired level of customer satisfaction index, an organisation has to manage its processes efficiently.
Customer

Q.2 Define Classical Approach & Relative Frequency Approach of probability.
Classical Approach of probability 5
Relative Frequency Approach of probability. 5
Answer-
There are three approaches to study the probability theory. Each approach has its advantages and limitations. Consequently, it is

Q.3 Differentiate between one-way and two-way ANOVA.
One-way ANOVA 5
Two-way ANOVA. 5
Answer-
Definition of One-Way ANOVA
One way Analysis of Variance (ANOVA) is a hypothesis test in which only one categorical variable or single factor is considered. It is a technique which enables us to make a comparison of means of three or more samples with

Q.4 Write short notes on
a. Descriptive Statistics 5
b. Measures of Central Tendency 5
Answer-
Descriptive statistics can be defined as a technique used for analysing the collected data in order to derive meaningful information.

Q.5 What are the Basic Steps in Experimental Design? 10
Basic Steps in Experimental Design
Answer-
Basic Steps in Experimental Design
Having studied the concept of experimental design, basic steps involved in the experimental design. As mentioned before, the purpose of experimental design is to study that the results that are obtained are due to the factors applied to the

Q.6 Discuss the operating characteristic curve 10
A. Operating characteristic curve
Answer-
Operating Characteristic Curve
The Operating Characteristic (OC) curve is a graph used in acceptance sampling to determine the probability of accepting lots of different levels of quality. In the OC curve graph, the x-axis shows the percentage of defectives and the y-axis shows

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412

DRIVE
SPRING 2018
PROGRAM
MASTER OF BUSINESS ADMINISTRATION (MBA)
SEMESTER
III
SUBJECT CODE & NAME
QM0022 - TQM TOOLS AND TECHNIQUES

Q.1 Explain the obstacles in TQM implementation. 10
The obstacles in TQM implementation. 10
Answer-
Obstacles in TQM implementation
The implementation of TQM can be challenging for an organisation as it requires a number of activities to be performed and incurs huge costs for the organisation. Apart from this, there are other obstacles in

Q.2 Explain the factors in Continuous Improvement Process also state the benefits of CIP. 10
Factors in Continuous Improvement Process 5
Benefits of CIP 5
Answer-
Factors to be considered in CIP

Before adopting the concept of CIP, an organisation needs to consider various factors, which are:

Alignment of initiatives with overall organisational goals and mission- An organisation needs to align all its initiatives with the overall organisational goals and mission. As we see in the case of Toyota, the goal of the organisation is continuous process and quality improvement.

Q.3 Discuss - Six Sigma Implementation Methodologies in detail. 10
Six Sigma Implementation Methodologies 10
Answer-
Six Sigma Implementation Methodologies
Two Six Sigma methodologies are generally followed for the improvement of the quality of various products and services in an organisation. These methodologies are DMAIC and DMADV. Both the methodologies are

Q.4 Explain - Inputs and Outputs of FMEA 10
Inputs and Outputs of FMEA 10
Answer-
Inputs and Outputs of FMEA-

Figure demonstrates the inputs and outputs

Q.5 Explain - Taguchi Methods 10
Taguchi Methods 10
Answer-
The Taguchi Methods-

Taguchi methods refer to the statistical methods developed by Dr. Genichi Taguchi for the improvement of qualities of products and services. The following are his main contributions in the field of quality

Q.6 What do you mean by JIT? Mention the various factors that influence JIT.
JIT 3
Factors that influence JIT 7

Answer-
JIT -
The association for operations management, APICS defined Just-in-Time (JIT) as a philosophy of manufacturing based on planned elimination of all waste and on continuous improvement of

Get fully solved assignment. Buy online from website
www.smuassignment.in
online store
or
plz drop a mail with your sub code
[email protected]
we will revert you within 2-3 hour or immediate
Charges rs 125/subject
if urgent then call us on 08791490301, 08273413412