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Fall-2013 Master of Business Administration - MBA Semester 4 QM0017–Quality Management Systems-4 Credits (Book ID: B1350) Assignment (60 Marks) Note: Answers for 10 marks questions should be approximately of 400 words. Each question is followed by evaluation scheme. Each Question carries 10 marks 6 X 10=60. Q1. Describe the various clauses provided by ISO 9001:2008 standard. Answer. The International Organization for Standardization (ISO) was founded in 1946 to develop a common set of processes such as manufacturing, common trade, and communications that supported the objectives set by the quality management systems of an organization. The first standard was published in 1987 and it

Q2. Elucidate the various documentation requirements of AS 9100. List out the various benefits of implementing AS 9100. Answer. AS9100 is a widely adopted and standardized quality management system for the aerospace industry. It was released in October, 1999, by the Society of Automotive Engineers and the European Association of Aerospace Industries. Q3. Explain the requirements of ISO 14001. Describe features and the benefits of ISO 14001. Answer. ISO 14001 is specified by International Organization for Standardization and is the part of the 16 international Environmental standards specified. The latest version of this standard is ISO 14001:2004 which specifies the Environmental Management System of an organization. The requirements specify the organization to develop and implement a policy and information about the environmental aspects. These can be used by the organization to measure and document the environmental impact. Q4. Explain the framework of ISO/IEC 20000. Answer. Information Technology Service Management (ITSM) addresses the start, plan, organization, management, provision, support and improvement of IT services customized according to the requirements of the organization. Information Technology Service Management

incorporates computing, communication, data processing, and various other means of converting data into useful information. The ITSM is targeted to the customers and considered as a consumer friendly approach in

Q5. Explain the elements and benefits of Occupational Health and Safety Management Systems (OHSAS) standard ISO18001. Answer. Occupational safety and health is an area concerned with protecting the safety, health and welfare of people engaged in work or employment. The goals of occupational safety and health programs include fostering a safe and healthy work environment. OSH may also protect coworkers, family members, employers, customers, and many others who might be affected by the workplace

Q6. Explain the framework of (Customer Operations Performance Centre) COPC 2000. List out the various benefits of COPC 2000. Answer. The COPC-2000 CSP Standard was established in 1996, by leading technology corporations that outsourced and function contact centers For example, Microsoft, Compaq, Intel Corporation, Novell, and Dell), other companies with customer service provided by their within managed

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