Log In

Sign Up
Browse
Download

Answers to the Questions in Question Paper from MBA in TQM

1.a What do you understand by Quality and Total Quality?

Quality is defined as the extent to which the product or service satisfies

the requirements of customers whereas the Total Quality is define as the
integration of all factors related to improving customer satisfaction and efforts put in
employee involvement and continuous improvement.

1 b Explain the concept of Jurans Trilogy of Quality

management adopted by companies to achieve Quality leadership

Jurans trilogy is as follows

1 . Quality Planning
2. Quality Control
3. Quality improvement
Quality control means taking steps to isolate non conforming products in
process of final stage before shipping. It includes inspection and audit
activities aimed at ensuring that the right product is sent to customer or
the right service is delivered. Juran introduced the very important
additional two steps for all managers .One is Quality Planning.
This means mangers need to think in advance about all
production/service processes and plan to build in Quality. Planning
involves validation of tools and training of people and even verifying the
software which runs the machines. Many large companies have formally
adopted this process as Advance product Quality Planning. Suppliers are
also required to participate in the planning process and organize
the processes in line with the requirements. Quality improvement
is the third aspect of Jurans trilogy. No matter how good is the
product/service the organization needs to keep in pace with the
competition and also satisfy changing needs of customers.
Companies have adopted the Quality improvement methods (like six sigma) to
ensure that improvements take place. Quality circles, Kaizen and
benchmarking are popular and these help companies to retain their
Quality leadership

.1 c What are the factors which can be considered while benchmarking a

management Institute

.The factors to be considered are as follows:

1.No of students per class room
2.No of faculty who have got Ph D /No of faculty
3.No of class room with audit and video facility
4.No of visiting faculty (eminent persons only)
5.No of students who got placements with Top 25 companies in India
and abroad
6.No of research papers published / No of faculty positions
7.Average year of experience per faculty
8.Student satisfaction
9.Faculty satisfaction
10.Staff satisfaction

2 a Write a brief note on QS 9000QS 9000 is an automotive Industry

standard produced by the Automotive Industry Action

Groupconsisting of the big three automobile manufacturers GM, Ford

and Chrysler in 1994. It is a Quality Management standard based on
the requirements of ISO 9001 but has added certain techniques
related to product and process development. The big three auto
manufacturers made it mandatory for the Tier 1 suppliers to comply with
this standard. It introduced the principle of Advanced Product Quality
Planning or APQP whereby the supplier needs to demonstrate that he is
capable of meeting all the requirements of the customer even before he
commences production. Very impressive tools like FMEA and the QFD
have been made a part of QS9000. QS 9000 also requires a Cross
functional Team to work on the planning process which is
different from conventional way of working in companies.
After the product Quality
planning,thec o m p a n i e s a r e r e q u i r e d t o d e m o n s t r a t e t h e p r
o c e s s c a p a b i l i t y b y d o i n g t r i a l p r o d u c t i o n a n d calculating
the process capability index. Further, control charts are to be
made for monitoring the production processes in the shop floor.

2 b what is strategic Planning?

Strategic Planning is the process of deciding the future goals, the time
intervals in which these goals are to be achieved and the mechanism of
cascading the goals to all sections of the organization. It starts with the
definition of vision, Mission and the purpose of the organization. The
Top Management team discusses the various alternatives to realize the
vision of the group. SWOT analysis (strengths, weaknesses,
Opportunities and threats) is a good tool to select the most suitable
growth plan among the many available. At the end of the planning workshop as
the first deliverable, the goals are defined. The strategic goals and objectives should
be measurable and achievable .An example is given below: Vision: to be the most
favoured car manufacturer. Strategic Objectives: To reach 20% export target by
2010.To export to France and Germany by 2012.To become the no 2 in market share
in Europe by 2014.Goals defined at the highest level need to be
communicated to all sections of the organization and they should be asked
to develop their own goals in line with the top level goals. Policy Deployment or
MBO are the two techniques used in various companies for this purpose.
In policy deployment or Hoshin Kanri the Japanese companies cascade the top level
goals by layer by layer approach. In MBO the goal setting process
is only Top down whereas in Policy Deployment opportunity is
made for the lower level managers to discuss variations in the magnitude
of goals and targets. Recently a tool called Balanced score card
has been developed in USA which has four perspectives of
communicating and cascading the objectives.
The strategic goals are communicated as follows
1. Financial perspective
2. Customer perspective
3. Process perspective
4. Learning and Growth perspective In BSC, each manager is asked to
develop a score card which will express the goals of that function
or unit in all the four perspectives.
Alignment is expected to be ensured in each of the
f o u r perspectives of a lower level card with a higher level score card
.Periodic reviews by top management help the company to monitor the progress on
action plans

.2 c Explain the Deming Cycle Dr Deming proposed the cycle

for continuous improvement which is called in his name. These four
activities constitute the continuous improvement (in the same order)
1 . P l a n
2 . D o
3 . C h e c k
4 . A c t
It is drawn in the following way.

Plan: Identify the Goals Set the Quality targets Define the Quality
requirements for the product or service to be delivered to
customer Identify resources Do: implement process approach Train People
Communicate the requirements Check Monitor the characteristics of product
and process Identify non conformances A c t T a k e
improvement actions to prevent recurrence of problems
n o t i c e d l e a d i n g t o n o n conformances

3 a What is Zaire Model in TQM?

Plan Check Act Do

Answers to the Questions in Question Paper from MBA in TQM