SEM 3 TQM SPRING 2015 ASSIGNMENTS

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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)