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Summer 2013
Master of Business Administration- MBA Semester 4
QM0017 - Quality Management System
Q1. Explain the various principles of Quality Management Systems.
(Meaning – 3 marks, Principles -7 marks) 10 marks
Answer : Quality management system :
Quality Management System, in the simplest of terms, is defined as “The process of Management of the Systems of
an organization, with regard to its Quality related activities, for „meeting and enhancing customer satisfaction‟ and
also taking care of all other interested parties such as legislative and regulatory bodies, shareholders, suppliers,
employees, etc.”
Q2. Explain scope and goals of ISO/TS 16949.
(Scope – 5 marks, Goals – 5 marks) 10 marks
Answer : Scope of ISO/TS 16949 :
The ISO/TS16949 is an ISO technical specification aiming to the development of a quality management system that
provides for continual improvement, emphasizing defect prevention and the reduction of variation and waste in
the supply chain. It is based on the ISO 9001 and the first edition was published in March 2002 as ISO/TS
16949:2002. It was prepared by the International Automotive Task Force (IATF) and the "Technical Committee" of
ISO. It harmonizes the country-specific regulations of Quality-Management-Systems.
Q3. Explain the procedures and benefits of SA 8000.
(Procedure – 5 marks, Benefits – 5 marks) 10 marks
Answer : Procedures of SA 8000:
SA8000 is an auditable certification standard that encourages organizations to develop, maintain, and apply socially
acceptable practices in the workplace. Its procedures regarding various areas are described below :
1. Child Labor:
No use or support of child labor; policies and written procedures for remediation of children found to be working
in situation;

2. Q4. Explain the maturity levels of People Capability Maturity Model (People CMM)
(Meaning - 2 marks, Maturity Levels - 8 marks) 10 marks
Answer : People CMM :
The People Capability Maturity Model (short names: People CMM, PCMM,P-CMM) is a maturity framework that
focuses on continuously improving the management and development of the human assets of an organization. It
describes an evolutionary improvement path from ad hoc, inconsistently performed practices, to a mature,
disciplined, and continuously improving development of the knowledge, skills, and motivation of the workforce
that enhances strategic business performance. The People Capability Maturity Model (People CMMI) is a
framework that helps organizations successfully address their critical people issues.
Q5. What is ISO 22000? Describe the key elements. What are the benefits of ISO 22000?
(Meaning – 2 marks, Elements – 5 marks, Benefits - 3 marks) 10 marks
Answer : ISO 22000 :
ISO 22000 is a standard developed by the International Organization for Standardization dealing with food safety. It
is a general derivative of ISO 9000. The consequences of unsafe food can be serious and ISO’s food safety
management standards help organizations identify and control food safety hazards. As many of today's food
products repeatedly cross national boundaries, International Standards are needed to ensure the safety of the
global food supply chain. The ISO 22000 family contains a number of standards each focusing on different aspects
of food safety management.
Q6. What is business excellence? Explain core themes of excellence.
(Meaning –4 marks, Core themes – 6 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. Some of the
tools used are the balanced scorecard, Lean, the Six Sigma statistical tools, process management, the Baldrige
Criteria for Performance Excellence and project management.
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