Birla Institute of Technology & Science, Pilani

Work-Integrated Learning Programmes Division

Second Semester 2018-2019

Mid-Semester Test
(EC-2 Regular)

Course No. : MBA ZG522

Course Title : TOTAL QUALITY MANAGEMENT
Nature of Exam : Closed Book
Weightage : 30% No. of Pages =1
Duration : 2 Hours No. of Questions = 6
Date of Exam : 09/03/2019 (FN)
Note:
1. Please follow all the Instructions to Candidates given on the cover page of the answer book.
2. All parts of a question should be answered consecutively. Each answer should start from a fresh page.
3. Assumptions made if any, should be stated clearly at the beginning of your answer.

Q.1. For each of the below give a suitable example. In each case, please give a one line
justification for your answer: [1 X 4 = 4]

(a) Kano’s excitement quality

(b) Common cause variation
(c) Hygiene factor of Herzberg
(d) Extrinsic motivation

Q.2. Two approaches of dealing with customers were discussed in class; the “Product-Out
Approach” and the “Customer In Approach.” Discuss the two approaches and suggest
which approach do you recommend. Give reasons for your recommendation. Use suitable
examples, if you think they will help support your answer. [2 + 2 = 4]

Q.3. It was discussed in class that there are 3 kinds of people, those who support change, those
who oppose change, and those that are neutral to change. Discuss how we should deal
with each of these 3 types of people to bring about change. [5]

Q.4. Briefly discuss the following qualities of a leader. You may use suitable examples to
illustrate your answer. [3 + 3 = 6]

(a) Vision
(b) Passion

Q.5. Deming’s 8th point states, “Drive out fear, so that everyone may work effectively for the
company.” Why is there fear in organizations? What is the disadvantage of this fear?
What can top leadership in organizations do to reduce/eliminate fear? [2 + 2 + 2 = 6]

Q.6. It was discussed in class that Toyota values the quantity of employee suggestions more
than the quality. Compare this approach with the typical approach in companies where
suggestions are evaluated on the basis of savings and employees rewarded based on the
amount of savings. Discuss which of these two approaches is better, giving suitable
reasons for your answer. [5]

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