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1. Dear students get fully solved assignments
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ASSIGNMENT
DRIVE FALL 2015
PROGRAM Bachelor of Business Administration- BBA
SEMESTER 3
SUBJECT CODE & NAME BBA303: QUALITY MANAGEMENT
BK ID B1597
Credit & Marks 4 CREDITS & 60 MARKS
Note – Answer all questions. Kindly note that answers for 10 marks questions should
beapproximately of 400 words. Each question is followed by evaluation scheme.
Q. 1. Mentionsome of the definitions of quality. Explain the dimensions of quality. Whatis meant
by quality assurance?
Answer: Quality in business, engineering and manufacturing has a pragmatic interpretation as the
non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a
perceptual,conditional, and somewhat subjective attribute and may be understood differently by
differentpeople. Consumers may focus on the specification quality of a product/service, or how it
comparesto competitorsinthe marketplace.Producersmightmeasurethe conformance quality, or
degree to which the product/service was
Q. 2. Explain the following:
a) Kaizen:Kaizen,Japanese for"change forbetter".Whenusedinthe businesssense and applied to
the workplace, kaizen refers to activities that continually improve all functions and involve all
employees from the CEO to the assembly line workers. It also applies to processes, such as
purchasing and logistics,that cross organizational boundaries into the supply chain. It has been
applied in healthcare, psychotherapy, life-coaching, government, banking, and other industries.
b) Benchmarking and its importance:Benchmarking is the process of comparing one's business
processes and performance metrics to industry bests or best practices from other companies.
Dimensions typically measured are quality, time and cost. In the process of best practice
benchmarking,managementidentifiesthe bestfirmsintheirindustry, or in another industry where
similar processes exist, and compares the results

2. Q. 3. (a) Describe the contribution of Edwards Deming to Quality management.
(b) Differentiate between Mission and Vision Statements.
Answer:(a)Deming’s 14 Points on Quality Management, a core concept on implementing total
qualitymanagement,isasetof managementpracticestohelpcompaniesincrease their quality and
productivity.
 Create constancy of purpose for improving products and services.
 Adopt the new philosophy.
 Cease dependence on inspection to achieve
Q. 4. What is meantby CustomerFocus?Describe inbrief the concept of Customersatisfaction and
Customer delight.
Answer:Customer focus is an organizational stance in which all aspects of a company's production
and deliveryof goodsorservicesare directedbythe bestinterestsof the customers.The customeris
always right, and the customer comes first. Excellent customer service contributes to a company's
goodreputationanddrawsmore customers.Workers are proud to be employed by a company that
is known for taking good care of customers;
Q. 5. Write Short notes on the following:
a) Cost of Quality: When calculating the business case for a Six Sigma project, the cost of poor
quality (COPQ), which is the cost caused through producing defects, is a commonly used concept.
Withinthe total amountof qualitycost,however,COPQ represents only a certain proportion. Costs
do not result from only producing and fixing failures; a high amount of costs comes from ensuring
that goodproductsare produced.This article explains the cost of quality as a more comprehensive
concept covering the cost of
b) Productivity:Productivity is an average measure of the efficiency of production. It can be
expressed as the ratio of output to inputs used in the production process, i.e. output per unit of
input.When all outputs and inputs are included in the productivity measure it is called total
productivity. Outputs and inputs are defined in the total productivity measure as their economic
values. The value of outputs minus the value of inputs is a measure of the income generated in a
production process. It is a measure
Q. 6. Define Quality Management System. Explain Quality Management Principles.
Answer:A quality management system (QMS) is a collection of business processes focused on
achievingqualitypolicyandqualityobjectives tomeetcustomerrequirements. Itisexpressed as the

3. organizational structure,policies,procedures,processesandresourcesneededtoimplementquality
management.Earlysystemsemphasized predictable outcomes of an industrial product production
line,usingsimple statistics and random sampling. By the 20th century, labour inputs were typically
the most costly inputs in most industrialized
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