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Summer 2013
Master of Business Administration- MBA Semester 4
QM0016 - Managing Quality in the Organisation
Q1. a. Discuss managing quality transformation in organisation.
(Explanation – 5 marks)
Answer : Managing quality transformation in organisation :
A quality transformation requires adopting a strategic mindset towards quality. Quality organizations are not
traditionally strong drivers of corporate strategy; in many cases, there may be no clear quality strategy that is
communicated throughout the company. Just as Starbucks emphasized the importance of quality to the firm's new
direction, we believe best-in-class organizations not only must have an explicit quality strategy, but also must
seamlessly integrate quality into their enterprise strategy.
Q2. Explain the different steps of quality statements. Describe the factors in planning for quality
(Steps – 5 marks, Factors – 5 marks)
Answer : Different steps of quality statement :
Quality is not an option, but a necessity to survive and thrive in an environment of global competition. It aims to
provide total customer satisfaction that will lead to customer loyalty.
When tendering for a contract, you will have to show the buyer that you can be relied upon to deliver the project
to the required standard, on time. But how? This is where a quality statement comes in — a document that
explains the skills, experience and expertise that you can bring to the job. Here's how to write one
Q3. Explain the steps involved to determine customer satisfaction. Explain any two tools used to determine
customer needs.
(Steps – 5 marks, Two tools – 5 marks)
Answer : Steps involved to determine customer satisfaction:
Step 1: Identify your target customers:
Begin by identifying your target customers. Who are they? What do they need from your agency? How, and at
what times or places do they interact with your agency—what are the "points of service delivery"?
Step 2: Determine what your customers want:

2. Determine what target customers want (not just what they need right now) by considering these techniques:
online customer satisfaction surveys
Q4. Explain the importance of employee involvement for maximizing quality.
(Explanation – 10 marks)
Answer : Importance of employee involvement for maximizing quality:
The shrinking global market has led to stiff competition in the business and industrial arena. The entry of a number
of new companies, both local and global into various markets has given the customer a wide array of product
choices. Many of these new companies are able to produce the same or similar products at almost the same or
lower costs. Thus customers today have a wide range of products to choose from.
Q5. Explain the steps involved in an effective training needs analysis.
(Steps – 10 marks)
Answer : Steps involved in an effective training needs analysis:
Step 1. Analyze the Job:
Discuss with the staff member the existing resources that describe the job such as the current position description,
the Position Classification Descriptors, the outcome of the most recent Performance Review & Development
discussion, position description templates and also position descriptions of recently advertised positions. All these
resources will provide information about key responsibilities of the position and indicators of the skills, knowledge
and abilities required to competently perform the job.
Q6. Define Business ethics. Differentiate between corporate cause promotions and corporate social
initiatives.
(Meaning – 4 marks, Differences - 6 marks)
Answer : Business Ethics :
Business ethics (also corporate ethics) is a form of applied ethics or professional ethics that examines ethical
principles and moral or ethical problems that arise in a business environment. It applies to all aspects of business
conduct and is relevant to the conduct of individuals and entire organizations.
Business ethics has both normative and descriptive dimensions.
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