Comilla University

Department of Management Studies

BBA 3rd Year 2nd Semester Final Examination- 2019
BBA 11th Batch; Session: 2016-17
Course Code: MGT 321; Course Title: Quality Management
Time: 3 Hours Full Marks: 60
Instructions:
 Answer any Four (4) sets of questions: 4 x 15 = 60;
 Write each part of a set of questions consecutively; and
 Figure in right margin indicates the marks for the questions.

1. (a) What do you mean by quality? Select a product or service and describe how the 06
dimensions of quality influence its acceptance.
(b) Define quality management and discuss the six basic concepts of quality management 05
to run an organization in effective and efficient manner.
(c) Robert J. Masters determined eight most common obstacles faced by an organization to 04
successful implementation of quality management.
2. (a) “Leadership is we, not me; mission, not my show; vision, not division; and community, 05
not domicile.” Explain the statement under the view of the features of quality leaders.
(b) To be an effective person, how would you practice “Be Proactive” and “Put First 04
Things First” habits?
(c) What is quality council? Explain the different stages of strategic planning. 06
3. (a) Who is the customer? Illustrate the factors of customer perception of quality. 05
(b) How can you translate the needs of a customer into requirements? Explain with an 06
example by using Kano model.
(c) Why do you think customer feedback is important for improving quality? By selecting 04
focus group, how can customer feedback be gathered successfully?

4. (a) Explain the different types of teams and their characteristics with examples. 04
(b) Discuss the common systematic barriers to the team progress. 04
(c) What are the features of successful teams? 03
(d) Managers at all levels cannot cause an employee to become motivated; they must create 04
the environment for individuals to motivate themselves. Explain the concepts to achieve
a motivated workforce.

5. (a) What is a process. Select one of the processes of your daily life and use the seven 07
phases to solve it.
(b) Give an example of the use of PDSA cycle in your personal life. 03
(c) Narrate the Juran Trilogy with an example. 05
6. Write short notes on the following terms: 5 × 3 = 15
a) Pareto Chart
b) Fishbone Diagram
c) Kaizen Approach
d) House of Quality
e) Benchmarking