PROGRAM MBA - SEMESTER IV

SUBJECT CODE & NAME PM 0017 PROJECT

QUALITY MANAGEMENT
1. What is Total Quality Management? Explain
various terms used in quality management.
Discuss the benefits of traditional method and
contemporary method of quality assurance.
Total Quality Management (TQM): This quality assurance theory
emphasises on product quality. The definition of TQM is it is a
management approach to long-term success by satisfying customers.
According to this concept, all the members of an organisation
contribute towards the improvement of products, processes, and
services, thereby improving their working culture. TQM focuses on the
customer/client requirement and the ways in which it can be best
achieved. It emphasises on continuous improvement and customer
satisfaction.

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2.
Explain the major
standards and frameworks.

project

Ans- Project Management Frameworks and Standards

management

The major project management standards and frameworks are :

ISO 10006
ISO 10006 is a standard published by the ISO for providing guidance on quality
management in projects. It is not meant to serve as a project management
standard, and deals only with the requirements of QMS in managing projects. It
focuses primarily on project management processes and requires organisations to
refer to ISO 9000 for quality management of product related processes in any
project.
ISO 10006 differentiates between a project originating organisation and a project
organisation. A project originating organisation is the one that decides to undertake
the project, whereas a project organisation carries out the project.

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3.
What are the benefits of quality metrics?
Explain the 3 categories of quality metrics.
Ans- Quality metrics provide the following key benefits:

They identify the accepted frameworks, standards, and best practices applicable
for
the
project.
They establish quality assurance activities and control project management
aspects, such as cost, schedule, and resource utilisation.
They manage technical and business process performance to applicable
standards.

 They achieve compliance with industry standards, statutory requirements, and

business
policies.
They set benchmarks to judge project management competency, process
capability, and organisational maturity goals.

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4. What are the methods of Improving Quality?
Discuss the major barriers to project quality
improvement.
Methods of Improving Quality
Joseph M. Juran described quality management as Quality trilogy, which is
also called the Juran trilogy after his name. Quality trilogy includes
the following three elements:
Quality planning: It involves various activities to develop action plans

in order to improve the quality of deliverables in an organisation. It includes

the following steps:
1. Determine target customers.
2. Identify the needs and expectations of customers.
3. Develop products and services according to customers needs and
expectations.
4. Develop processes and strategies for producing quality products and
services.

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5. What is SIPOC (Suppliers, Inputs, Process,

Outputs, and Customers)? Which 3 factors
should you focus on developing SIPOC? Explain.
Ans- SIPOC

The Suppliers, Inputs, Process, Outputs, and Customers (SIPOC) process provides a
template to define a process in order to map, measure, and/or improve it. It is
represented in a five column tabular format.
In the 1980s, SIPOC was used in the TQM programmes of different organisations.
Today, it is used as a tool in the Measure phase of Six Sigmas Define, Measure,
Analyse,
Improve,
and
Control
(DMAIC)
methodology to identify the key elements of an improvement process. To
understand the concept of SIPOC, consider a process of serving tea. Here, the
suppliers provide various inputs that are converted into outputs before delivering
them to customers.
SIPOC defines the scope for improving quality consistently. Consider the general
pizza delivery process in pizza outlets, such as Dominos. To cater to customer
preferences and improve the service quality, most pizza outlets commit to deliver a
pizza within a specific period (usually within a span of 30

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6. Explain Statistical Process Control (SPC) along

with SPC theory and tools?
Statistical Process Control (SPC)
Statistical Process Control (SPC) is an important statistical quality control tool.
Its concept originated from the manufacturing industry, but is now applicable
for analysing, controlling, and improving any kind of repeatable process.
In general, the project processes might not be amenable to SPC techniques
because, by definition, the projects are of temporary nature with a fixed start and
end dates, and result in a single project outcome. Therefore, the processes of
a project are slightly different from the operations in a manufacturing
industry, where identical products are mass produced. Irrespective of this, you
can

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