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1. Dear students get fully solved assignments
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Assignment
DRIVE FALL 2014
PROGRAM MBA
SEMESTER 3
SUBJECT CODE & NAME QM0019: FOUNDATIONS OF QUALITY MANAGEMENT
BK ID B1926
CREDIT & MARKS 4 CREDITS & 60 MARKS
Note: Answer all questions. Each question is followed by evaluation scheme.
1(i) Various experts and pioneers of quality management have defined the term quality in different
ways. Mention some of such definitions of ‘quality’.
Answer: Customer - based
"Quality consists of the capacity to satisfy wants."(C.D. Edwards, "The Meaning of Quality", in Quality
Progress Oct.1968)
"Quality is fitness for use."
2. Manufacturing - based
"Quality is the degree to which a specific product conforms to a design or specification" (H.L. Gilmore:
Product Conformance Cost. Quality progress June
2 Explain the contributions of the following quality gurus towards quality management:
(a) Kaoru Ishikawa
Answer: Kaoru Ishikawa was a Japanese organizational theorist, Professor at the Faculty of Engineering
at The University of Tokyo, noted for his quality management innovations. He is considered a key figure
in the development of quality initiatives in Japan, particularly the quality circle. He is best known outside
Japan for the Ishikawa or cause and effect diagram (also known as fishbone diagram) often used in the
analysis of industrial processes.

2. (b) Genichi Taguchi
Answer: Genichi Taguchi (January 1, 1924 - June 2, 2012) was an engineer and statistician. From the
1950s onwards, Taguchi developed a methodology for applying statistics to improve the quality of
manufactured goods. Taguchi methods have been controversial among some conventional Western
statisticians, but others have accepted many of the concepts introduced by him as valid extensions to
the body of knowledge.
3(i) Define the term ‘Strategic Quality Management’ and explain its concept in brief.
Answer: Supply chain management (SCM) is "the systemic, strategic coordination of the traditional
business functions and the tactics across these business functions within a particular company and
across businesses within the supply chain, for the purposes of improving the long-term performance of
the individual companies and the supply chain as a whole." It has also been defined as the "design,
planning, execution, control, and
(ii) What is meant by Quality policy? Explain with an example.
Answer: Quality policy: The quality policy is the only true definition of quality that counts in your
organisation. Provided that you take into account the few important items the standard asks for, you
can define and measure quality any way you choose.
 Make sure the policy builds on current corporate objectives and values
 It must be fully integrated with those

4 What is meant by Customer focus? Explain ‘Customer Perception of Quality’ in brief.
Answer: A business that has a “customer focus” is one which takes the time and trouble to understand
and address customer needs.
A customer is anyone who buys a product – either a good or a service – from a business. A customer
will be satisfied with his/her purchase if the product meets the customer’s needs. So it is essential that a
business has a good understanding of what customers want and need from a product. If customer needs
are met, then the customer is generally satisfied.

3. 5 Write short notes on the following:
(a) Knowledge Management
Answer: Knowledge management (KM) is the process of capturing, developing, sharing, and effectively
using organisational knowledge. It refers to a multi-disciplined approach to achieving organisational
objectives by making the best use of knowledge.
An established discipline since 1991 KM includes courses taught in the fields of business administration,
information systems, management, and library and information sciences (Alavi & Leidner 1999). More
recently, other fields have started contributing to KM research; these include information and media,
computer science, public health,
(b) Quality Awards
Answer: “Quality” represents the extent to which a good/service meets or exceeds expectations
 Overall Quality
 Quality along many dimensions
Term used for today’s new concept of quality is total quality management
 Quality awards: special recognition
 Strive for excellence

6 Explain the following in brief:
(a) Quality audits
Answer: Quality audit is the process of systematic examination of a quality system carried out by an
internal or external quality auditor or an audit team. It is an important part of organization's quality
management system and is a key element in the ISO quality system standard, ISO 9001.
Quality audits are typically performed at predefined time intervals and ensure that the institution has
clearly defined internal system
(b) Productivity
Answer: Productivity is an average measure of the efficiency of production. It can be expressed as the
ratio of output to inputs used in the production process, i.e. output per unit of input.

4. When all outputs and inputs are included in the productivity measure it is called total productivity.
Outputs and inputs are defined in the total productivity measure as their economic values. The value of
outputs minus the
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