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Summer 2013
Master of Business Administration- MBA Semester 3
QM0011 - Principles & Philosophies of Quality Management
Q1. Discuss the various dimensions of Quality.
(Meaning – 2 marks, Dimensions – 8 marks) 10 marks
Answer : Dimensions of Quality :
Eight dimensions can be used at a strategic level to analyze quality characteristics. The concept was defined by
David Garvin. Some of the dimensions are mutually reinforcing, whereas others are not—improvement in one may
be at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help
build a competitive advantage. The most fundamental definition of a quality product is one that meets the
expectations of the customer
Q2. a. Discuss Taguchi’s contributions.
(Contributions – 5 marks)
Answer : Taguchi's contributions :
Taguchi has made a very influential contribution to industrial statistics. Key elements of his quality philosophy
include the following:
Taguchi loss function, used to measure financial loss to society resulting from poor quality;
The philosophy of off-line quality control, designing products and processes so that they are insensitive
("robust") to parameters outside the design engineer's control; and
Q3. What are Quality circles? Explain the objectives and significant characteristics of Quality circles.
(Meaning – 2 marks, Objectives – 4 marks, Characteristics – 4 marks) 10 marks
Answer : Quality Circle :
A quality circle is a volunteer group composed of workers (or even students), usually under the leadership of their
supervisor (or an elected team leader), who are trained to identify, analyze and solve work-related problems and
present their solutions to management in order to improve the performance of the organization, and motivate and
enrich the work of employees. When matured, true quality circles become self-managing, having gained the
confidence of management. Quality circles have the advantage of continuity; the circle remains intact from project
to project.

2. Q4. 5S is a structured program to achieve a well-organized workplace, its cleanliness and standardization, for a
safer, more efficient and more productive operation. Explain the principles and implementation stages of 5S.
(Principles – 5 marks, implementation stages – 5 marks) 10 marks
Answer : Principles of 5S :
The 5S are prerequisites for any improvement program. As waste is potential gain, so eliminating waste is a gain. 5S
Philosophy focuses on effective work place organization, implifies work environment, reduces waste while
improving quality and safety. There is no hope for efficiency or quality improvement with dirty work place, waste of
time and scrap. Principles of 5S are described below :
Q5. Total Productive Maintenance aims for greater manufacturing competitiveness through improved
effectiveness of machines and equipment. Briefly explain the Eight Pillars of Total Productive Maintenance.
(Meaning – 2 marks, Explanation – 8 marks) 10 marks
Answer : Total productive Management :
Total Productive Management (TPM) is a strategy to continuously improve the production process. The aim is to
improve the availability of facilities by eliminating mistakes and wastage. Moreover it is a set of techniques
originally pioneered by Mr. DENSO in the Toyota Group in Japan. TPM is to "Optimize the effectiveness of
manufacturing equipment and tooling".
Q6. Discuss the meaning and importance of six sigma. Explain the steps in implementing six sigma.
(Meaning – 2 marks, Importance – 3 marks, Steps – 5 marks)
Answer : Meaning of six sigma :
Six Sigma is a management philosophy developed by Motorola that emphasizes setting extremely high objectives,
collecting data, and analyzing results to a fine degree as a way to reduce defects in products and services. The
Greek letter sigma is sometimes used to denote variation from a standard. The philosophy behind Six Sigma is that
if you measure how many defects are in a process, you can figure out how to systematically eliminate them and get
as close to perfection as possible.
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