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Master of Business Administration- MBA Semester 4
OM0016-Quality Management
(Book ID: B2009)
Assignment (60 Marks)
Note: Answer all questions must be written within 300 to 400 words each.
Each Question carries 10 marks 6 X 10=60.
Q1. What do you mean by Dimensions of quality? Explain all key dimensions
of quality proposed by David Garvin.
Answer. Eight dimension of product quality management can be used at a strategic
level to analyze quality characteristics. The concept was defined by David Garvin.
Some of the dimensions are mutually reinforcing, whereas others are not
improvement in one may be at the expense of others. Understanding the trade-offs
desired by customers among these dimensions can help build a competitive
advantage.

Q2. Write short notes on the following:

a. ISO 9001:2008
b. Optimal maintenance costs
c. Knowledge management strategy
d. Kanban.
Answer. a. ISO 9001:2008 is developed with the aim of establishing the
requirements of quality management systems. Any type of organisation, whether big
or small, can use it irrespective of the industry it belongs to. This standard basically
designs the requirements for quality management systems. The implementation of
ISO 9001:2008 has been in more than one million organisations in 170 countries. With
the use of 9001:2008 in an organisation, the customers are sure of the consistent
good quality in the

Q3. Explain various phases for the development of Process-Oriented QMS

(Quality Management System).
Answer. A Quality Management System (QMS) encompasses a whole set of activities,
which need to be coordinated and controlled for producing the desired quality in a
company. QMS helps organisations to adopt a proactive approach for assuring quality
through a value chain to minimize defects rather than a reactive approach where
specific defects are rectified. QMSs are designed to assist an organisation in the
implementation of standards and achievement of goals and objectives. The aim of a
QMS is to support the

Q4. Explain the concept of Change in terms of quality. Also describe Lewins
Three-Stage Process of Change.
Answer. Nowadays, the term change is used so often that its meaning has become
confusing and unclear. Anything that seems different or new to the senses is
considered as a change. General meaning of a change would be any significant
alteration in some situation from its current state to a new and different state. This
shift or change in the present situation can include minor modifications in procedures
or technology in an organisation to a radical shift in roles within a society. The term
change is usually

Q5. What do you mean by Quality Control? Explain the Process of Quality
Control.
Answer. According to Alford and Beaty, Quality control is the mechanism by which
products are made to measure up to the specifications determined from the
customers demand and transformed into engineering and manufacturing
requirements. It is concerned with making things right than discovering and rejecting
those made wrong.
According to Bethel, Atwater and Stackman, Quality control refers to the systematic
control of those variables, encountered in a manufacturing process, which affect the
excellence of the end product. Such

Q6. Briefly explain following Characteristics of Product Development.

a. Quality of the product.
b. Cost of the product.
c. Development time.

d. Development cost.
Answer. A product can be defined as a good or service created for satisfying the
needs and desires of customers. Therefore, the development of a product is
dependent on crucial factors such as costs, understanding of customers needs and
market environment. The management should consider these factors before
developing a product.
According to Peter F. Drucker, Suppliers and especially manufacturers have market
power because they have information about a product or a service that the customer
does not and cannot have, and does not need if he can trust the brand. This explains
the profitability of brands. Customers requirements form the base of product
development. A product has different meanings for different customers. For example,
a mobile can be perceived as a means of communication through messages and voice
calls for one person,

Spring-2016
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