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SEM 3 TQM SPRING 2015 ASSIGNMENTS
1 Define the term ‘quality’. Explain the
dimensions of quality.
Definition
of the term ‘quality’
Dimensions
of quality
2 What is meant by “customers’
perception of quality”? Explain the factors that influence customers’
perception of quality.
Meaning
of customer’s perception of quality
Factors
that influence customer’s perception of quality
3 Explain the following with an example:
(a) Quality policy
(b) Quality objectives
Explanation
of Quality policy
Explanation
of Quality objectives
4 Describe the principles of quality
management system.
Eight
principles of quality management system
5 Explain the concept of productivity.
How do you calculate productivity? List the factors affecting productivity.
Meaning
and concept of productivity
Calculation
of productivity
Listing
the factors affecting productivity
6 Write short notes on the following:
(a) Quality audit
(b) Supplier Selection
Short
notes on ‘Quality audits’
Short
notes on ‘Supplier Selection’
QM 0020- Quality in Service Industries
1 Discuss the Capability Maturity Model
Integration(CMMI)
Explanation
of CMMI
CMMI
constellations
CMMI
maturity levels
2 Explain the five dimensions of Service
Quality given by Parasuraman, Zeithaml and Berry, to evaluate the service gap.
Definition
of Service quality
Explanation
of five dimensions of Service quality
3 SERVQUAL is a diagnostic tool that
uncovers a firm’s broad weaknesses and strengths in the area of service
quality. It is very useful in measuring quality in service sectors. Discuss the
SERVQUAL concept in detail.
Definition
of SERVQUAL
Explanation
of SERVQUAL concept
4 Explain the various reasons for
Service failure and also the two types of service failure.
Explanation
of service failure and its two types
Reasons
for service failure
5 Give reasons why providing
high-quality service depends on efficient co-ordination between different
functional areas/departments of an organisation.
Explanation
of the role of different departments in managing service quality
Steps
in providing high-service quality
6. Explain the various services provided
by retailers. Also explain the various approaches to service quality in
retailing.
Services
Provided by retailers
Approaches
to service quality in retailing
QM0021: STATISTICAL PROCESS CONTROL
1 Write short notes on:
(a) Process management
(b) Types of data
Short
notes on process management
Short
notes on Types of data
2 What is process capability? Define
process capability index. Explain Cp index and Cpk Index.
Meaning
of process capability
Definition
of process capability index
Explanation
of Cp index and Cpk index
3 What is ‘mean’ and ‘median’? How do
you calculate mean and median? Calculate the mean and median of the following
data: 54, 56, 23, 65, 34, 71, 56, 39.
Meaning
of mean and median
Mention
the formula to calculate mean and median
Calculation
of mean and median of the given data
4 What are the properties of
‘probability’? Explain about ‘normal distribution’ in brief.
Properties
of ‘probability’
Meaning
of normal distribution
Characteristics
of normal distribution
5 Define ‘hypothesis testing’. Explain
‘null hypotheses’ and ‘alternative hypothesis’.
Definition
of hypothesis testing
Explanation
of ‘null hypothesis’ and ‘alternative hypothesis’
6 What is a control chart? What are the
various control charts for attributes? Explain ‘p’ chart in detail.
Meaning
of ‘control chart’
List
the various control charts for attributes
Explanation
of ‘p’ chart
QM0022: TQM TOOLS AND TECHNIQUES
1 Describe the principles of ‘Total
Quality Management (TQM)’.
Description
of each of the principles of TQM:- top management involvement,
customer-oriented approach, employee empowerment, continuous improvement,
supplier relationships, performance measures
2 List the seven basic quality control
tools. Describe any three of them.
Listing
the seven basic quality control tools
Description
of any three quality control tools
3 Write short notes on the following:
(a) Quality circles
(b) Six Sigma Methodology
4 What is meant by ‘Kaizen’? What are
the benefits of Kaizen? Explain the ‘PDCA’ cycle.
Meaning
of Kaizen
Benefits
of Kaizen
Explanation
of PDCA
5 What is ‘FMEA’? Explain the concept of
‘Risk Priority Number’.
Meaning
of FMEA
Concept
of ‘Risk Priority Number’.
6 Write short notes on the following:
(a)
Benchmarking
(b) Just-In-Time (JIT)