Birla Institute of Technology & Science, Pilani

Work-Integrated Learning Programmes Division

Second Semester 2018-2019

Comprehensive Examination
(EC-3 Regular)

Course No. : MBA ZG522

Course Title : TOTAL QUALITY MANAGEMENT
Nature of Exam : Open Book
Weightage : 50% No. of Pages =2
Duration : 3 Hours No. of Questions = 8
Date of Exam : 04/05/2019 (FN)
Note:
1. Please follow all the Instructions to Candidates given on the cover page of the answer book.
2. All parts of a question should be answered consecutively. Each answer should start from a fresh page.
3. Assumptions made if any, should be stated clearly at the beginning of your answer.

Q.1. Below you are given values for two processes.

Measure Process 1 Process 2

Upper Specification Limit USL 3.22 5.11
Lower Specification Limit LSL 2.89 4.01
Upper Control Limit UCL 3.8 4.88
Lower Control Limit LCL 2.6 4.35

Using the information given above, comment, as best as you can, about the capability
(approximately) of each of the two processes. [3 + 3 = 6]

Q.2. How is PDSA useful in conducting formal design of experiment studies? Explain in the
context of building greater confidence with subsequent tests. Use suitable examples. [6]

Q.3. In the figure below you are given two plots of data for two processes. Series 1 is for
Process 1 and Series 2 is for Process 2. The UCL and LCL for both processes are 50 and
30, respectively. The center line is at 40. Assume that the plots are to scale. Comment on
whether each of the two processes is under control or not, giving suitable reasons for your
answer. [3 + 3 = 6]

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Q.4. Answer the following questions with regard to the Mumbai Dabbawala case discussed in
class.
(a) If a young entrepreneur wanted to learn from the Mumbai Dabbawalas how to
motivate employees and get superior performance, what could she learn by
studying the Dabbawalas? [5]
(b) The Dabbawalas have tried to add additional services, such as delivering brochures
along with the dabbas, but the effort did not last. What do you think might be the
reasons why these efforts failed? Suggest any additional services that the
Dabbawalas could attempt commercially? [3 + 1 = 4]

Q.5. Briefly discuss the importance of relationship management in the latest version of ISO and
how it should be applied. [5]

Q.6. Why is it recommended that we do not reject any idea in brainstorming, no matter how
impractical it may look at the beginning? What are some of the other problems that can
reduce the effectiveness of brainstorming? [3 + 3 = 6]

Q.7. There are many advantages of Quality by Design. But it also requires a significant change
in thinking for organizations. Discuss how organizations need to rethink their approach
and their processes to be able to apply Quality By Design effectively. [6]

Q.8. Suppose you were designing some new toy for small children (between 1-3 years). You
are thinking of using FMEA to plan against product failure and potential problems in use.
Suggest what could be some failure modes that you could consider for evaluation of risk.
Also, for these failure modes, suggest a severity rating giving a brief justification of the
rating. [3 + 3 = 6]

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