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ASSIGNMENT
DRIVE FALL
PROGRAM
2013
MBADS – (SEM 3/SEM 5) / MBAN2 / MBAFLEX – (SEM 3)
PGDTQMN – (SEM 1)
SUBJECT CODE & NAME
QM0011- PRINCIPLES & PHILOSOPHIES OF QUALITY
MANAGEMENT
SEMESTER
3
BK ID
B1241
CREDITS
4
MARKS
60
Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.
Q1. Defining quality in manufacturing organizations is often different from that of services. State the
differences between manufacturing and service organization’s with regard to Quality. What are the
Costs involved with respect to Quality.
(Differences-5 marks, Costs involved with respect to Quality-5 marks)10 marks
Answer.
Differences between Manufacturing and Service Organizations
Defining quality in manufacturing organizations is often different from that of services. Manufacturing
organizations produce a tangible product that can be seen, touched, and directly measured. Examples

2. include cars, CD players, clothes, computers, and food items. Therefore, quality definitions in
manufacturing usually focus on tangible product features. The most common quality definition in
manufacturing is conformance, which is the degree to which a product characteristic meets preset
standards. Other common definitions of quality in manufacturing include performance – such as
acceleration of a vehicle; reliability – that the product will function as expected without failure; features –
the extras that are included beyond the basic characteristics; durability – expected operational life of the
product; and serviceability – how readily a product can
Q2. Deming’s 14 Points pose a challenge for many firms to figure out how to apply them in a
meaningful way that will result in continual improvement. Discuss Deming’s 14 Points.
(Listing of Deming’s 14 Points-4 marks, Explanation-6 marks) 10 marks
Answer.
Deming’s 14 Points
Deming's business philosophy is summarized in his famous "14 Points," listed below. These points have
inspired significant changes among a number of leading US companies striving to compete in the world's
increasingly competitive environment. But the 14 Points pose a challenge for many firms to figure out
how to apply them in a meaningful way that will result in continual improvement. The 14 points are given
below:
1. Constancy of purpose: Create constancy of purpose for continual improvement of products and service
to society, allocating resources to provide for long range needs rather than only short term profitability,
with a plan to become competitive, to stay in business,
Q3. Discuss the Contribution of W. A Shewhart. Describe the PDCA cycle.
(Contribution of W. A Shewhart-5 marks, Explanation of PDCA cycle-5 marks) 10 marks
Answer.
Contributions of W.A. Shewhart
Therefore the significant contribution’s of Walter. A. Shewhart”s ideas developed into
techniques/principles and applied into practice can be listed as:
1. Originator of the Plan-Do-Check-Act Cycle – transformation process on which the Deming PDSA Cycle is
also based.
2. Recognized the need to distinguish the variations into assignable and un-assignable causes. He studied
randomness and recognized variability which exists in all manufacturing processes. In his opinion,
reducing variability is equivalent to quality improvement
Q4. Explain the concept of Just-In-Time and Poka-Yoke.
(Explanation of the Concept of Just-In-Time-5 marks, Explanation of the Concept of Poka-Yoke-5
marks)10 marks
Answer.
Just-in-Time [Jit] – Concept in Toyota Production System

3. Dr. Shingo and Mr. Taiichi Ohno have invented/ rediscovered the Just in Time system-which has become
the backbone of the Toyota production system. The synergy created by this industrial revolution and its
powerful effects which influenced the international economic order.
Just-in-Time (JIT) Production is all about supplying customers with what they want and when they want it
and aims to minimize inventories by producing only what is required & when it is required. Orders are
"pulled" through the system when triggered by customer
Q5. Explain the Excellence Maturity Model. What are the steps involved in achieving organizational
excellence?
(Explanation of Excellence Maturity Model-3 marks, Listing the steps-2 marks, Explanation of the Steps
involved in achieving organizational excellence-3 marks) 10 marks
Answer.
The Excellence Maturity Model
Self-assessment processes can be discouraging if organizations try it at an early stage of their journey to
excellence. Many areas of improvement will be detected as it is only the initial stages of the organization.
The excellence maturity model provides three phases to view the journey to excellence.
They are the following:
1. Gain control: In this stage, basic business and
Q6. Discuss the concept of Business Process re-engineering. Explain how to implement Business Process
re-engineering.
(Meaning-2 marks, Relevance of BPR in Quality Management-3 marks, Implementation-5 marks)10
marks
Answer.
Business process re-engineering
Re-engineering is the fundamental rethinking and radical redesign of business processes to achieve
dramatic improvements in critical contemporary measures of performance such as costs, quality, service
and
speed.
Relevance of BPR in “Quality Management”
Many times in organizations, changes are required for Quality Improvement. Such changes might not be
small change in operations but may include a complete process change. It may involve a complete
redesign of business process for overall Quality improvement. The relevance of BPR is thus obvious.
1. Process characteristics
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Send your semester & Specialization name to our mail id :
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