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Reg. No.

Question Paper Code : J1113

M.B.A.DEGREE EXAMINATION, FEBRUARY/MARCH 2018.

Second Semester

DBA 7206 — QUALITY MANAGEMENT

(Common to General Mgt., Technology Mgt, Operations Mgt., Marketing Mgt.,

Human Resource Mgt., Financial Services Mgt.,)

(Regulations 2013)

Time : Three hours Maximum : 100 marks

Answer ALL questions.

PART A — (10  2 = 20 marks)

1. What is customer perceived quality?

2. What are the dimensions of quality?

3. What are the contributions of Ishikawa?

4. What is quality circle?

5. What do you mean by six sigma?

6. What is BPR?

7. What are the objectives of QFD?

8. List the stages of FMEA?

9. What are the duties of the Quality Council?

10. What is quality audit?

PART B — (5  13 = 65 marks)

11. (a) (i) Why to measure quality costs? Classify the various types of quality
costs and give examples.

(ii) What are the customer perceptions of quality? Explain.

Or
(b) Explain the dimensions of product and service quality.
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12. (a) Explain Deming’s fourteen principles for— Quality Management. How do
you feel that these will be usefull in today’s context in service Industry?

Or
(b) Elaborate the Japanese 5s as applicable to services.

13. (a) Describe the process of Business Process Improvement and their merits
and demerits.

Or

(b) Explain in detail the concept of Business process Re-engineering.

14. (a) Examine the application of old and new tools meant for service quality.

Or

(b) A copying company receive a lot of complaints about poor quality photo
copies. Analyse this problem through a fish-bone diagram.

15. (a) Explain guidelines for performance improvement.

Or

(b) Describe the TQM framework, and its culture in the organization.

PART C — (1  15 = 15 marks)

16. (a) The Taguchi loss function for a certain component is given by L(X) = 7500
(X-N)2, where X = the actual value of a critical dimension and N is its
Nominal value. Company Management has decided that the maximum
loss that can be accepted is Rs. 400. If the nominal dimension is35.00
mm. Find the tolerance limits.

Or
(b) Explain the concept of signal to Noise ratio.

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 Reg. No. :

Question Paper Code : BS2113

M.B.A. DEGREE EXAMINATION, AUGUST/SEPTEMBER 2017.

Second Semester

DBA 7206 — QUALITY MANAGEMENT

(Common to – General Mgt, Technology Mgt, Operations Mgt, Marketing Mgt,

Human Resource Mgt, Financial Services Mgt.)

(Regulations 2013)

Time : Three hours Maximum : 100 marks

Answer ALL questions.

PART A — (10  2 = 20 marks)

1. What do you understand by Vision and Mission statements in a TQM enabled

Firm?

2. List out any four examples of ‘Internal Failure Costs’ for a Firm.

3. What do you understand by the term KAIZEN?

4. List out any four disciplines as described in the ‘8 D’ Methodology

5. What do understand by the term Terotechnology?

6. Narrate the formula for calculating the Failure Rate in Reliability

Management.

7. How does Generic benchmarking differ from Competitive benchmarking?

8. What is a Histogram?

9. What is and to whom is the Malcolm Baldrige National Quality Awards given?

10. List out any four duties of Quality Council of a Firm involved in TQM.
 PART B — (5  13 = 65 marks)

11. (a) Explain the following with suitable examples wherever necessary:
(i) Framework of TQM (use a diagram) (7)
(ii) Quality Dimensions of Products. (6)
Or
(b) Explain the following with suitable examples wherever necessary:
(i) Quality Policy of a TQM Firm. (6)
(ii) Cost of Quality (Use a Graph). (7)
12. (a) Explain the following with suitable examples wherever necessary:
(i) Taguchi’s Quality Loss Function (QLF) (Use a diagram) (7)
(ii) Deming’s Principles on Quality Management. (6)
Or
(b) Explain the secrets and steps towards establishing a successful Quality
Circle (QC) Program in a Firm. (13)
13. (a) Explain the following with suitable examples wherever necessary:
(i) Acceptance Sampling and the Sampling Plan. (7)
(ii) TPM (Total Productive Maintenance) Vs. TQM (6)
Or
(b) Explain the following with suitable examples wherever necessary :
(i) Steps for constructing an ideal Control Chart for Variables. (7)
(ii) Six Phases in BPR application process. (6)
14. (a) List out all the seven Old Statistical Tools for enabling Quality in Firms
and explain any three of them with relevant charts or diagrams. (13)
Or
(b) Explain the following with suitable examples wherever necessary
(i) POKA YOKE (Salient features) (6)
(ii) FMEA (Types and Process steps) (7)
15. (a) Explain the sequential steps and stages involved in ISO 9000
certification for Indian Firms, right from application to final certification.
(13)
Or
(b) Explain the following with suitable examples wherever necessary:
(i) Methods for enabling TQM culture. (7)
(ii) Role of Leadership in TQM implementation. (6)

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 PART C — (1  15 = 15 marks)

16. (a) You have recently joined as Manager, Quality Control in a leading
Electric Car manufacturing Factory, near Chennai established in 2014.
Now (as instructed by your GM) design, construct, display and submit a
model House Of Quality (HOQ) as a Report for your Firm for its new
‘single battery car’ Model to be released in 2017. Your HOQ Report on the
new Model Car must incorporate the HOQ steps, stages and methods
with suitable diagrams, to enable and Implement the QFD concept
successfully.

Or
(b) Assume your new role as Manager for Quality Development in a premier
PC and Laptop manufacturing Co at Bangalore, wherein your CEO has
recently Instructed you to submit a report on enabling, establishing and
conducting innovative Quality Circle (QC) programs in your firm. As
required, submit a comprehensive Action Plan Report on QC suggesting
at least two ideal QC programs for your Firm, duly highlighting the
nature of the problems, QC Teams design, scouting for right solutions
and implementation steps. Relevant data if necessary can be assumed.

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3 BS2113