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Master of Business Administration- MBA Semester 4
OM0016Quality Management-4 Credits
(Book ID: B2009)
Assignment (60 Marks)
Note: Answer all questions must be written within 300 to 400 words each.
Each Question carries 10 marks 6 X 10=60.
Q1. Explain the elements of ISO 9000.
Answer. 1. Management Responsibility
Top Management is required to:

Develop a Quality Policy reflecting the organization's attitude to quality and

ensure it is communicated throughout the organization.
Allocate appropriate resources and trained personnel to perform the work.
Appoint a management representative to monitor the Quality System.
Conduct regular management reviews to ensure the health of the quality
system.

Q2. Explain the forces of change that affect organizations.

Q3. What are the dimensions of service quality?
Q4. What are the major differences between Total Quality Management
(TQM) and Six Sigma? Explain the steps involved in identifying customer
requirements for product development.
Answer. TQM, total quality management, and Six Sigma are time tested tools to
enhance quality of products as well as services. While there are numerous similarities,
the subtleties within these systems are different. Traditionally, these systems have
been utilized by large corporations.
Six Sigma and TQM are both quality-improvement systems and attempt to reduce
defective products or poor service in an organization, while improving customer

satisfaction. Both approaches first and foremost attempt to identify the fundamental
sources of defects and provide lasting cures that will permanently enhance quality.
Q5. What is Poka-Yoke? Explain its different levels.
Answer. Poka-yoke is a technique for avoiding simple human error in the workplace.
Also known as mistake-proofing, goof-proofing, and fail-safe work methods, poka-yoke
is simply a system designed to prevent inadvertent errors made by workers
performing a process. The idea is to take over repetitive tasks that rely on memory or
vigilance and guard against any lapses in focus. Poka-yoke can be seen as one of the
three common components of Zero Defect Quality Control
-yoke is to obtain willing customer participation.

Q6. Explain the concept of Knowledge Support System (KSS). Explain its
types.
Answer. Knowledge management systems refer to any kind of IT system that stores
and retrieves knowledge, improves collaboration, locates knowledge sources, mines
repositories for hidden knowledge, captures and uses knowledge, or in some other
way enhances the KM process. If my explanation above makes the definition of these
systems seem vague, that is because there is no consensus as to what constitutes a
knowledge management system, much like there is no consensus regarding KM.
Furthermore, since KM is involved in all areas of the firm, drawing a line is very
difficult.

SUMMER-2015
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