Subject code-PTQ3F

Subject- TQM

General Instructions:
 The Student should submit this assignment in the handwritten form (not in the
typed format)

 The Student should submit this assignment within the time specified by the exam
dept

 Each Question mentioned in this assignment should be answered within the word
limit specified corresponding to each question.

 The student should only use the Rule sheet papers for answering the questions.

 The student should attach this assignment paper with the answered papers.

 Failure to comply with the above Five instructions would lead to rejection of
assignment.

Specific Instructions:
 There are four Questions in this assignment. The student should answer all the
four questions. Marks allotted 100.

 Each Question carries equal marks except Question 4 which is a case study of 30
marks.

 The answer should not exceed the world limit of 200 words.

Question No 1

Most of the talks on leadership for quality focuses on top managers .what can middle
and first level managers do to promote quality in their organizations? How does this
differ from the role of top management?

Question No 2

In a survey used to learn about the quality culture in an organization, employees are
asked questions that relate to three levels – upper management, their own manager,
and the people in their work group .For each of these levels ,state two questions that
would identify employee perception about the quality culture.

Question No 3
How might the dimensions of a product design be applied to services in context of
quality .Illustrate the same taking any service industry example.

Question no 4

The metropolitan water works (MWW) serves approximately 1.5 million customers in a
major city. Its billing system allows customer service representatives (CSR)to retrieve
information from customer accounts quickly using almost any piece of data such as
customer name, address, phone number, social security number, and so on. Beside a
customer’s account history, the system contains everything that was said in a call,
including documentation of past problems and their resolutions. An integrated voice
response system provides automated phone support for bill paying and account
balances, tells customer of the approximate wait time to speak to a CSR, and allows the
customer to leave a message for a CSR to return a call. An information board in the
department shows the number of customer waiting, average length of time waiting , and
the number of CSR that are busy and doing postcall work . A pop up screen provides
CSR with customer data before the phone rings so that he or she will have the customer
information before they even say hello. Work orders taken by CSR’s , such as a broken
water main or leaking meter , are routed automatically to a field service supervisor for
immediate attention . This system is also used internally to allocate maintenance
workers when a problem arises at a pumping station or a treatment facility. A geographic
information system is used for mapping the locations of water mains and fire hydrants,
and provides field service employees, meter readers and contractors exact information
to accomplish their work. Handheld meter readers are used to locate meters and
download data into computers. Touch pad devices provide exterior connections to inside
meters, eliminating the necessity to enter a house or a building.MWW is also
investigating automated meter readers and radio frequency devices that simply require
a company van to drive by the building to automatically obtain readings.
Question
Discuss how technology has affected the process of MWW. What specific types of
improvements ( quality, cycle time,etc.) were these applications designed to address?
Can you think of similar uses of these technologies in other service applications?