CUSTOMER_CODE
SMUDE
DIVISION_CODE
SMUDE
EVENT_CODE
SMUJAN15
ASSESSMENT_CODE QM0010_SMUJAN15
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
36384
QUESTION_TEXT
Discuss number of transitions to QUALITY products.
1.
2.
3.
SCHEME OF EVALUATION 4.
5.
6.
7.
Strategic problems solving goals……………………1
Transition to QUALITY Blueprint……………...……..2
Present state analysis………………………….….…..2
Vision/values statements………………………..…….2
Capacity building objectives…………………...….…1
Improvement target…………………………………….1
Quality transition status Assessment …..…………..1
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
36388
QUESTION_TEXT
Explain in detail the steps involved in Quality Function
Development (QFD).
SCHEME OF
EVALUATION
1. Identify customer requirements (1 mark)
2. Identify technical requirements(2 marks)
3. Relate the customer requirements to the technical
requirements(2 marks)
4. Conduct an evaluation of competing products or services(2
marks)
5. Evaluate technical requirements and develop targets(1 mark)
6. Determine which technical requirements to deploy in the
subsequent processes. (2 marks)
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
73753
QUESTION_TEXT
What are the eight dimensions of quality of David C. Garvin?
Eight dimensions:
1. Performance
2. Features
SCHEME OF EVALUATION 3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
(1.25 marks each)
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
73755
QUESTION_TEXT
Explain the methods of measuring customer satisfaction.
SCHEME OF
EVALUATION
Customer feedback is vital to a business. Feedback enable the
company to learn how satisfied their customer are with its products
and service Measure of customer satisfaction benefits the business
through:
* Discover customer perception of how well the business is doing
in meeting the customer needs and identify causes of dissatisfaction
and failed expectations as well as drivers of delight.
* Compare the company’s performance relative to competitors to
support planning and better strategic initiatives
* Discover areas for improvement in the design and delivery of
products and services, as well as for training and coaching of
employees.
* Track trends to determine whether changes actually result in
improvements
An effective customer satisfaction measurement system result in
reliable information about customer ratings of specific product and
service feature and about the relationship between their ratings and
the customer’s likely future market behavior.
It is important to keep in mind the customer satisfaction is a
psychological …………………….
QUESTION_TYP
DESCRIPTIVE_QUESTION
E
QUESTION_ID
119763
List out various types of following
a. Internal failure costs
QUESTION_TEX b. External failure costs
T
c. Prevention costs
d. Appraisal costs
SCHEME OF
EVALUATION
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
119764
QUESTION_TEXT What are the components of cost of quality?
The cost of quality has two main components,
SCHEME OF
EVALUATION
a.
Cost of conformance,
b.
Cost of Non-conformance.
a.
Cost of conformance (COC): It is the total cost to ensure that a
product conforms to the requirements- which is of “Good Quality”. It
includes the costs of Quality Assurance and Quality control activities.
It represents an organizations investment in ensuring the quality of its
products and services. The cost of conformance is further classified in
to; Prevention costs and Appraisal costs.
b.
Cost of Non-Conformance (CNOC): It represents the total costs
to the organization of failure to ensure conformance to the
requirements-which is “Bad Quality”. It includes in process failure
costs generated by process failures and the post-delivery failure costs
such as warranty. Cost of Non-conformance is nothing but the Cost of
Poor Quality (COPQ). The cost of Non-conformance is further
classified in to; External failure costs and internal failure costs.