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ASSIGNMENT
DRIVE 2014
PROGRAM BBA
SUBJECT CODE & NAME BBA303- QUALITY MANAGEMENT
SEMESTER 3
CREDITS 4
MARKS 60
Note: Answer all questions. Kindly note that answers for 10 marks questions should be
approximately of 400 words. Each question is followed by evaluation scheme.
Q.1 What is meant by ‘Quality’? What are the dimensions of quality?
Ans : Definition of Quality :
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
different people. Consumers may focus on the specification
Q.2 Differentiate between Mission and Vision Statements. Write a brief note on “quality
objectives”
Ans : Difference between Mission and Vision Statements :
1. About:
A Mission statement talks about HOW you will get to where you want to be. Defines the purpose
and primary objectives related to your customer needs and team values.
A Vision statement outlines WHERE you want to be.
Q.3 Explain the following:
a) Cost of quality
b) Kaizen
Ans : a) Explanation of ‘cost of quality’:
It’s a term that's widely used – and widely misunderstood.

2. The "cost of quality" isn't the price of creating a quality product or service. It's the cost of NOT
creating a quality product or service.
Q.4 What is meant by Customer Focus? How do you handle customer complaints?
Ans : Meaning of Customer Focus :
The orientation of an organization toward serving its clients' needs. Having a customer focus is
usually a strong contributor to the overall success of a business and involves ensuring that all aspects
of the company put its customers' satisfaction first. Also, having a customer focus usually includes
maintaining an effective customer relations and service program. he following ideas are usually
considered to be fundamental in achieving customer satisfaction:
Q. 5 What is ‘productivity’? Explain productivity factors.
Ans : Meaning of productivity :
Productivity is the ratio of output to inputs in production; it is an average measure of the efficiency
of production. Efficiency of production means production’s capability to create incomes which is
measured by the formula real output value minus real input value. Increasing national productivity
can raise living standards because more real income
Q.6 Write short notes on the following:
(a) Quality Management Principles
(b) Deming Prize
Ans : (a) Quality Management Principles :
Principe 1: Customer Focus
This standard relates to customer needs and customer service: a business should understand their
customers and seek to meet their requirements. Where possible, they should aim to exceed
customer expectations.
Principle 2: Leadership
(b) Deming Prize :
The Deming Prize is one of the highest awards on TQM (Total Quality Management) in the world. It
was established in 1951 in commemoration of the late Dr. William Edwards Deming who contributed
greatly to Japan’s proliferation of statistical quality control after the World War II. His teachings
helped Japan build its foundation by which the level of Japan’s product quality has been recognized
as the highest in the world., was originally
Dear students get fully solved SMU BBA Spring 2014 assignments
Send your semester & Specialization name to our mail id :

3. “ help.mbaassignments@gmail.com ”
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