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SMU MBA SEM 3 TQM SUMMER 2015 ASSIGNMENTS
QM0019 – FOUNDATIONS OF QUALITY MANAGEMENT
1. a. From the perspective of an organisation, a seller, or a manufacturer, what are the
four parameters on which the significance of better quality can be realised?
b. Write a short note on the evolution of quality management.( a. Explaining the four
parameters , b. Explaining the evolution of quality management)
2. Write in detail about the five different types of customer. (Explaining five types of
customer)
3 Describe the four phases of QMS implementation in detail. Define quality manual
and explain it.
4. Describe Knowledge Support System (KSS) and its scope. Write a note on
interaction between quality and knowledge management. (a. Describing KSS and its
scope b. Explaining the interaction between quality and knowledge management)
5. a. What do you understand by productivity? How can it be measured? b. What are
the factors which affect productivity? (Explaining productivity Explaining how to
measure it Atleast five factors which affect productivity)
6. What are the goals for which Malcolm Baldrige National Quality Award was
created? What are the aims of Rajiv Gandhi criteria?
QM 0020- Quality in Service Industries
1 Discuss the Capability Maturity Model Integration(CMMI)
Explanation of CMMI
CMMI constellations
CMMI maturity levels
2 Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and
Berry, to evaluate the service gap.
Definition of Service quality
Explanation of five dimensions of Service quality
3 SERVQUAL is a diagnostic tool that uncovers a firm’s broad weaknesses and
strengths in the area of service quality. It is veryuseful in measuring quality in service
sectors. Discuss the SERVQUAL concept in detail.
Definition of SERVQUAL
Explanation of SERVQUAL concept
4 Explain the various reasons for Service failure and also the two types of service
failure.
Explanation of service failure and its two types
Reasons for service failure
5 Give reasons why providing high-quality service depends on efficient co-ordination
between different functional areas/departments of an organisation.
Explanation of the role of different departments in managing service quality
Steps in providing high-service quality
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6. Explain the various services provided by retailers. Also explain the various
approaches to service quality in retailing.
Services Provided by retailers
Approaches to service quality in retailing
QM0021: STATISTICAL PROCESS CONTROL
1 Write short notes on:
(a) Process management
(b) Types of data
Short notes on process management
Short notes on Types of data
2 What is process capability? Define process capability index. Explain Cp index and
Cpk Index.
Meaning of process capability
Definition of process capability index
Explanation of Cp index and Cpk index
3 What is ‘mean’ and ‘median’? How do you calculate mean and median? Calculate
the mean and median of the following data: 54, 56, 23, 65, 34, 71, 56, 39.
Meaning of mean and median
Mention the formula to calculate mean and median
Calculation of mean and median of the given data
4 What are the properties of ‘probability’? Explain about ‘normal distribution’ in brief.
Properties of ‘probability’
Meaning of normal distribution
Characteristics of normal distribution
5 Define ‘hypothesis testing’. Explain ‘null hypotheses’ and ‘alternative hypothesis’.
Definition of hypothesis testing
Explanation of ‘null hypothesis’ and ‘alternative hypothesis’
6 What is a control chart? What are the various control charts for attributes? Explain
‘p’ chart in detail.
Meaning of ‘control chart’
List the various control charts for attributes
Explanation of ‘p’ chart
QM0022: TQM TOOLS AND TECHNIQUES
1 Describe the principles of ‘Total Quality Management (TQM)’.
Description of each of the principles of TQM:- top management involvement, customer-
oriented approach, employee empowerment, continuous improvement, supplier
relationships, performance measures
2 List the seven basic quality control tools. Describe any three of them.
Listing the seven basic quality control tools
Description of any three quality control tools
3 Write short notes on the following:
(a) Quality circles
(b) Six Sigma Methodology
4 What is meant by ‘Kaizen’? What are the benefits of Kaizen? Explain the ‘PDCA’
cycle.
Meaning of Kaizen, Benefits of Kaizen, Explanation of PDCA
5 What is ‘FMEA’? Explain the concept of ‘Risk Priority Number’.
Meaning of FMEA
Concept of ‘Risk Priority Number’.
6 Write short notes on the following:
(a) Benchmarking
(b) Just-In-Time (JIT)
