1. Dear students get fully solved assignments
Send your semester & Specialization name to our mail id
-> help.mbaassignments@gmail.com
or
call us at -> 08263069601
Summer 2013
Master of Business Administration- MBA Semester 4
OM 0016 - Quality Management
Q1. Write short notes on the Quality planning an element of Quality management.
(Set up quality objectives -4 marks; Identify quality requirements- 2 marks; Plan for a QMS – 2 marks; Plan for
process execution- 2 marks) 10 marks
Answer : Set up quality objectives :
Quality objectives may be established to measure the performance of products; processes; customer satisfaction;
suppliers; use of resources; and the overall performance and effectiveness of the QMS. Quality objectives may be
established for all QMS processes.
Examples of quality objectives:
Product - reduction in defect rates, PPM’s (defective parts per million), scrap rates, rework; improvement in on
time delivery (see clause 7.1a).
Q2. What are the steps to the Fade QI model?
(Focus – 3 marks; Analyze – 3 marks; Develop- 2 marks; Evaluate-2 marks) 10 marks
Answer : Steps to Fade QI Model :
This is a cyclic process. Once you’ve made a change, you start all over again:
You Evaluate the impact of your change
You Focus down further
You Analyze the problem to find the root cause(s)
Then Develop methods for further improvement
And Execute and Evaluate again
Q3. Quality costs are the costs associated with preventing, evaluating and rectifying defective work. These costs
are enormous, running at 20% - 40% of sales. Describe the various quality costs.
(Prevention Costs – 2 marks; Appraisal Costs – 2 marks; Failure Costs -2 marks; Internal Failure Costs – 2 marks
;External Failure Costs – 1 mark; Total Cost of Quality- 1 mark) 10 marks
Answer: Various quality costs :

2. 1. Prevention Costs :
Generally the most effective way to manage quality costs is to avoid having defects in the first place. It is much less
costly to prevent a problem from ever happening than it is to find and correct the problem after it has occurred.
Prevention costs support activities whose purpose is to reduce the number of defects. Companies employ many
techniques to prevent defects for example statistical process control, quality engineering, training, and a variety of
tools from total quality management (TQM).
Q4. Quality culture can be defined as the incorporation of quality in the overall system of an organisation which
leads to a positive internal environment and creation of delighted customers. The essential tool for
implementation of such a culture is a changed mindset at all the levels of management. Explain in brief the Key
drivers for developing quality culture.
(Provide quality goals and measurements at all levels; Provide evidence of management leadership; Provide for
self-development and empowerment; Provide participation to inspire action; Provide recognition and rewards –
10 marks , i.e. 2 marks each) 10 marks
Answer : Key drivers for developing quality culture :
The foundation of any quality improvement is to develop a “quality culture” or mindset within the organization and
integrate it throughout the company. Quality culture starts with leadership that understands and believes the
implications of the systems view and knows the necessity of serving customers in order to succeed.
1. Provide quality goals and measurements at all levels;
Q5. List the checklist of the third criterion” Ability to regulate” of self-control in the service sectors.
(Job design – 6 marks; Changes in job design – 2 marks; Handling problems – 2 marks) 10 marks
Answer :
A checklist for the third criterion, developed from discussions with personnel in backroom operations of financial
service, is provided below (Shirley and Gryna 1998).
Job Design:
1. Is the process given to personnel capable of meeting standards on quality and quantity of output? Has this
capability been verified by trial under normal operating conditions?
Q6. Explain the six basic stages of TQM.
(Stage 1- 1 mark; Stage 2 – 1 mark; Stage 3- 2 mark; Stage 4- 2 marks; Stage 5- 2 marks; Stage 6 -2 marks) 10
marks
Answer :
1. Demonstrate leadership :
Total Quality Management depends on people more than anything else, and people lead or are led, they are not
managed. Effective TQM depends on effective leadership, and you must provide that leadership. By taking the
initiative, providing an example, and showing the way, you can lead your subordinates and inspire your peers and
even your superiors to follow your example.

3. Dear students get fully solved assignments
Send your semester & Specialization name to our mail id
-> help.mbaassignments@gmail.com
or
call us at -> 08263069601