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DRIVE: SPRING 2015
PROGRAM: MBADS (SEM 4/SEM 6) MBAFLEX/ MBA (SEM 4) PGDOMN (SEM 2)
SUBJECT CODE & NAME: OM 0016 – QUALITY MANAGEMENT (4 CREDITS)
BK ID: B2009
MARKS: 60
Q.1: Discuss the various dimensions of quality given by Garvin. (10 MARKS)
A. List and explain the 8 dimensions of quality given by Garvin
Answer:
List and explain the 8 dimensions of quality given by Garvin
Dimensions are the extent to which a product is able to satisfy customers in terms of quality attributes. The
totality of a product
Q.2: What are the benefits of applying ISO standards in you organisation?
Explain the phases in the development of a process oriented QMS (Quality Management System).
A. List and explain any 6 benefits of applying ISO standards in you organization (6 MARKS)
Describe the 4 phases in the development of a process oriented QMS (4 MARKS)
Answer:
List and explain any 6 benefits of applying ISO standards in you organization:
The ISO offers various benefits not only to the organisation that incorporates these standards but also to
society and governments. The ISO helps in various
Q.3: What do you understand by Management by Walking around (MBWA), a strategy that may be
adopted by the top management to lead an organisation towards TQM?
A. Describe MBWA concept in your own words. (2 marks)
What is required to be done in MBWA? (4 marks)
What are the barriers in practicing MBWA? (2 marks)
What is the advantage of using MBWA? (2 marks)
Answer:
Describe MBWA concept in your own words:
The concept of ‘Management By Wandering Around’ was postulated by Tom Peters. MBWA is defined as
a process in which the CEO visits various work spots without giving any prior information to get first hand
information from employees,
Q.4: What are the major differences between Total Quality Management (TQM) and Six Sigma?
Explain the steps involved in identifying customer requirements for product development.
List any 5 major differences between Total Quality Management (TQM) and Six Sigma (5 marks)
Describe the 5 step process involved in identifying customer requirements for product development.
(5 marks)
Answer:
List any 5 major differences between Total Quality Management (TQM) and Six Sigma
Total Quality
Six Sigma
It is a process-improvement programme based on
It is a data-based methodology aimed at achieving
building teams and empowering workers.
near-perfect quality and eliminating defects.
Q.5: Write short notes on:
1. Fault Tree Analysis (FTA)
2. Failure Mode Effect Analysis (FMEA)
Answer:
Fault Tree Analysis (FTA):
The Fault Tree Analysis (FTA) technique is used to depict the relationship between the immediate causes
and the root causes of failures for analysis by using a logical diagram, known as the fault tree diagram. FTA
was originally developed by Bell Laboratories in 1962 to be used with the minuteman system by the U.S
Q.6: Explain the concept of Knowledge Support System (KSS). Explain its types.
Define KSS (1 MARKS)
What are the components of KSS (2 MARKS)
What criteria should be met for the for the successful implementation of KSS (2 MARKS)
What is the scope of KSS (1 MARKS)
Describe the two types of KSS (4 MARKS)
Answer:
Define KSS:
Knowledge Support System (KSS) or Knowledge Collaboration System (KCS) is a computer based
application that supports effective knowledge management in an organisation. KSS is also classified into
two types, namely manual support system and intelligent support system. It involves knowledge base
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