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QM0019 – FOUNDATIONS OF QUALITY
MANAGEMENT
1. a.
From the perspective of an organisation, a seller, or a manufacturer,
what are the four parameters on which the significance of better quality can be
realised?
b.
Write a short note on the evolution of quality management.( a. Explaining the four parameters , b. Explaining the evolution of quality
management)
2. Write in detail about the five
different types of customer. (Explaining five types of customer)
3
Describe the four phases of QMS implementation in detail. Define quality
manual and explain it.
4.
Describe Knowledge Support System (KSS) and its scope. Write a note on
interaction between quality and knowledge management. (a. Describing KSS and
its scope b. Explaining the interaction
between quality and knowledge management)
5. a. What do you understand by
productivity? How can it be measured? b. What are the factors which affect
productivity? (Explaining productivity Explaining how to measure it Atleast
five factors which affect productivity)
6.
What are the goals for which Malcolm Baldrige National Quality Award was
created? What are the aims of Rajiv Gandhi criteria?
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)
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