ALLAMA IQBAL OPEN UNIVERSITY Level: MBA Semester: Spring 2007 Paper: Total Quality Management (890) Max. Marks: 100 Time Allowed: 3 hrs Pass Marks: 40 Note: - ATTEMPT FIVE QUESTIONS. ALL CARRY EQUAL MARKS. -K Select a product or service and describe in detail how the dimensions of quality influence its acceptance. (20) -X. (a) Define Leadership. (10) ) Select at least three of Deming’s 14 points and describe how you would achieve or implement them in any production / manufacturing concern? (10) “As a manager of a Big sporting goods store, describe how you would train front — employees to handle customer complaints. (20) Q3>44) What are the different types of teams? (10) }) Describe and analyze an incident where you wished you had the authority (empowerment) to make a decision but had a concern about whether or not you should make the decision on your own. (10) Q5. (a) Briefly discuss what is six sigma? (10) (b) Give at least two examples of the use of the PDSA cyele in your personal life and in your work experience / organization. (10) Q.6. For a hardware manufacturer, prepare graphs and analyze the internal failure costs for the past six months using the net sales index. (20) | Month Cost Net Sales (Thousands) | March | $ 45,300 $7550 April $ 45,800 $ 790 May __|__$ 46,100 $ 840 June | $47,000 $ 925 July $ 48,600 $1050 Aug __|__$ 49,300 $ 1282 ¢-Q,7. (a) What is a metric? How are metrics used in quality management? (10) (b) What is a critical success factor? How is it important in benchmarking? (10) te Olen the standards of ISO 9000 and Baldrige award. (10) (b) What can be accomplished by the addition of a third party registering a quality system? (10)