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DRIVE: Summer 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
Qus:1 Explain the elements of ISO 9000.

List and describe any 10 elements of ISO 9000.
Answer:
List and describe any 10 elements of ISO 9000:
1. Management responsibility
2. Quality system
3. Contract review
4.
Qus:2 Explain the forces of change that affect organizations.

List and describe the forces of change that affect organizations.
Answer:
List and describe the forces of change that affect organizations:
1. External forces of change: These forces from outside the organisation stimulate the need
for change in an
Qus:3 What are the dimensions of service quality?

List and explain the dimensions of service quality
Answer:
List and explain the dimensions of service quality:
There are five dimensions of service quality, as shown in Fig.
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

Describe the 5 step process involved in identifying customer requirements for product
development.
Answer:
List any 5 major differences between Total Quality Management (TQM) and Six Sigma:
Total Quality
Six Sigma
Qus:5 What is Poka-Yoke? Explain its different levels.

Describe the term “ Poka- yoke”

List the main principles of Poka Poke

List the characteristics of Poka Yoke

List and describe levels of PokaYoke
Answer:
Describe the term “ Poka- yoke”:
The term Poka Yoke is a combination of two Japanese words “poka” meaning unintended mistake
and “Yoke” meaning prevent. The central idea of Poka Yoke is to design the organisational
processes in such a way that mistakes are avoided or detected and corrected at an early stage of
Q.6: Explain the concept of Knowledge Support System (KSS). Explain its types.

Define KSS

What are the components of KSS

What criteria should be met for the for the successful implementation of KSS

What is the scope of KSS

Describe the two types of KSS
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
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