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Summer 2013
Master of Business Administration- MBA Semester 3
QM0013 - Quality Management Tools
Q1. a. Explain the principles and importance of Quality.
(Principles – 3 marks, Importance – 2 marks)
Answer : Principles :
1 Focus on customers:
It's critical to understand what your customers want, what they need and meet their requirements.
2 Provide leadership:
Leaders provide clear direction to an organisation, pointing the way and being clear about its purpose .
3 Involve people at all levels :
The most effective way to achieve quality is by involving people across all levels of the organization.
Q2. QFD is a customer driven planning process which guides through the design, manufacture and marketing of a
product or service. Explain the Approaches and Phases of Quality Function Deployment (QFD).
(Meaning – 2 marks, Approaches – 4 marks, Phases – 4 marks) 10 marks
Answer : QFD :
Quality function deployment (QFD) is a “method to transform user demands into design quality, to deploy the
functions forming quality, and to deploy methods for achieving the design quality into subsystems and component
parts, and ultimately to specific elements of the manufacturing process.”, as described by Dr. Yoji Akao, who
originally developed QFD in Japan in 1966, when the author combined his work in quality assurance and quality
control points with function deployment used in value engineering.
Q3. Explain the methods of measuring Reliability. Discuss software reliability. (Meaning – 2 marks, Methods – 4
marks, Explanation of Software reliability – 4 marks) 10 marks
Answer : Reliability :
It is the probability that a plant or component will not fail to perform within specified limits in a given time while
working in a stated environment. For the case of mechanical systems the following definition can be used to define
reliability. The definition of reliability includes a number of variables that are external to the artifact being

2. analyzed. Identical equipments may have very different duty requirements such as frequent stop-starts or
continuous running. Environmental conditions such as fine dust can also effect a machine.
Q4. Describe Robust Design Optimization Strategy. Explain the steps followed in Robust Parameter Design.
(Description- 5 marks, Steps – 5 marks) 10 marks
Answer : Robust Design Optimization Strategy:
Robust Design method, also called the Taguchi Method, pioneered by Dr. Genichi Taguchi, greatly improves
engineering productivity. By consciously considering the noise factors (environmental variation during the
product’s usage, manufacturing variation, and component deterioration) and the cost of failure in the field the
Robust Design method helps ensure customer satisfaction. Robust Design focuses on improving the fundamental
function of the product or process, thus facilitating flexible designs and concurrent engineering
Q5. Quality Control Charts focuses on the stability of a process and demonstrates the performance of a project
over time. Explain the basic components of quality control charts. Describe the purpose and importance of
quality control charts.
(Components – 5 marks, Purpose – 3 marks, Importance – 2 marks)
Answer : Components of Quality control charts :
A control chart consists of:
1. Points representing a statistic (e.g., a mean, range, proportion) of measurements of a quality characteristic in
samples taken from the process at different times (performance data plotted over time)
2. The mean of this statistic using all the samples is calculated (e.g., the mean of the means, mean of the ranges,
mean of the proportions)
Q6. What is business excellence? What are the steps involved in achieving organisational excellence?
(Meaning- 3 marks, Steps – 7 marks)
Answer : Business Excellence :
Business excellence is the systematic use of quality management principles and tools in business management,
with the goal of improving performance based on the principles of customer focus, stakeholder value, and process
management. Key practices in business excellence applied across functional areas in an enterprise include
continuous and breakthrough improvement, preventative management and management by facts
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