MANIPAL UNIVERSITY JAIPUR

ASSIGNMENT SUBMISSION

NAME – NAME IN CAPITAL LETTERS

ROLL NO. –

SESSION – APRIL 2024

PROGRAM – BACHELOR OF BUSINESS ADMINISTRATION (BBA)

SEMESTER – II

COURSE CODE & NAME – DBB1204 – QUALITY MANAGEMENT

Ans 1.

Cycle for Deming (PDCA Cycle)

Edwards Deming, a world-renowned authority on quality management, created it. Numerous

sectors make heavy use of the Deming Cycle to enhance their offerings in terms of service,
product, and process quality. The Deming Cycle consists of the following four steps: Here are
the steps of the Deming cycle:

Strategy: This initial step identifies the issue and develops a solution. Goals, methods, and
strategies must be specified to accomplish them.
Seeing as the plan is ready, execute it. Testing, data collecting, and process improvements may
be included.
Verify: The plan's effectiveness is assessed after execution. Compare the actual results to the
planning-stage aims to achieve this.
Take action: The check phase outputs are used to improve or standardize the process. Employee
training, new protocols, and other changes may be needed to improve the process.
The Deming Cycle The Deming Cycle improves service and the quality of goods via continuous
enhancement and lessons gained.

Introducing Crosby's Four Quality Absolutes

An additional authority on quality management, Philip Crosby, came up with the concept of the
Eight Absolutes of Quality, which serve as the cornerstones of achieving and sustaining
excellence. Here are the four absolutes:

Quality is meeting all specifications:

As Crosby claims There is no such thing as subjective quality. Meeting the criteria is the focus.
A good or service of excellent quality is one that not only satisfies but also beyond the client's
expectations and standards.

Opting for Quality Prevention Over Quality Inspection:

Avoiding errors altogether, rather than waiting for inspection to reveal and resolve them, was
Crosby's main point. In other words, you need to put in place processes and procedures that
make it impossible for errors to occur.

Flawless Product:

Zero faults, an approach to excellence that Crosby championed, involves making sure that the
goods and services you buy are devoid of any flaws. Achieving a product with no defects would
be challenging, but it might lead to major quality gains if done.

Quality may be measured.

Quality, in Crosby's view, must be measurable, and businesses should establish criteria for
measuring the quality of their goods and services. As a result, businesses are able to monitor
their development in the direction of their quality improvement objectives and identify problem
areas.

Two important quality management ideas, the Deming Cycle and Crosby's Four Absolutes of
Quality, emphasize the significance of satisfying customer wants, improving continuously, and
aiming for perfection in standards of quality. Businesses that want to boost customer happiness
and develop better quality management processes often employ both of these ideas.

Ans 2.

The premise is that consulting firm McKinsey & Company came up with the McKinsey 7S
model to aid businesses in developing and executing their strategies. The theory postulates that
seven crucial components, which must be in harmony and mutually supportive for a corporation
to thrive. Soft elements and hard components are the two main ways to categorize them.

Hard components consist of:

Strategy:

It is the plan put forward to maintain and even grow an edge over rivals. A company's strategic
planning includes outlining its purpose, long-term objectives, and short-term objectives, as well
as the methods that will be employed to achieve these objectives.

Structure:

Hierarchy, reporting linkages, and the division of work are all aspects of an organization's
structure that are connected to the Structure element. Decisions and the distribution of resources
are based on it.

System:

Workflows and processes inside the organization, such as those pertaining to information
systems and performance monitoring systems, are what this term alludes to. It also include the
methods used to finish tasks and the flow of information throughout the organization.
Among the softer components are:

What We Believe in:

This word, which may mean either "organizational culture" or "core values," describes the
guiding ideas and ideals that everyone in the corporation follows. It has an effect on the way
workers communicate both internally and with outside parties.

Skill:

The competencies and strengths of the company's workers are reflected in the Skills aspect. In
order for a company to succeed, its employees need strong interpersonal and technical abilities.

Team members:

What we mean when we talk about a company's "staff" is its workforce, which comprises not
only the number of people but also their specific duties and the expertise they bring to the table.

Style:

In this context, "Style" refers to the leadership style of the organization, which encompasses
decision-making and implementation processes.
It analyzes the seven components' present condition and finds gaps and contradictions. After
identifying and planning these areas, they may be implemented to align and synergize. Creating a
workplace that supports the company's goals may include rearranging the structure, refocusing
processes and systems, and educating and instructing employees to attain their maximum
potential.
The McKinsey 7S model is an all-encompassing framework that businesses may use to assess
and coordinate the critical factors that will propel them toward greater efficiency and the
accomplishment of their objectives. Companies may have a better understanding of their
business's complexity and develop strategies to handle the interrelationships between the seven
aspects when they evaluate all seven factors together.

Ans 3.

Efficiency Cost (ECOQ)

A company's overall investment in producing high-quality goods and services is known as its
"Cost of Quality" (COQ). It accounts for expenses stemming from both the need of ensuring
compliance with regulations and the consequences of falling short of quality standards.
Companies rely on COQ as a key performance indicator because it shows how well their quality
control methods are working and how quality impacts overall company performance.

The Significance of COQ Measurement:

Find Out What Drives Costs:

The three main factors that affect the cost of quality—prevention assessment, failure, and costs
—can be better understood with the use of COQ measurements. As a result, businesses may
focus on cutting costs where they hurt the most.

Decision Enhancement:

COQ provides valuable data that management may use to make informed choices about quality
improvement. It is useful for arranging quality management investments in order of potential
savings.

Keep An Eye on Results:

A company's quality-management initiatives may be evaluated by monitoring the COQ over a

period of time. They may then use this information to spot trends and tweak their quality
strategies accordingly.
One Way to Stand Out:

Improved customer satisfaction and loyalty may result from lower cost of quality (COQ) and
higher quality goods or services offered by companies that effectively manage quality.

Costs associated with poor quality:

Internal Expenses for Failure:

These expenses arise when issues are identified before to the product being sent to the customer.
Scrap, rework, and retesting costs are some examples.

Mistakes Made by Other Parties:

These costs arise when issues are identified after the product has been sent to the customer. Here
are a few examples: customer complaints, product returns, and warranties.

Evaluation Expenses:

These expenditures are incurred in order to ensure that the products or services in question are of
a quality that satisfies the criteria. There are several examples, some of which include
inspections, tests, and quality inspections.

Costs of Prevention:

These are the expenses that must be paid in order to prevent any problems from occurring.
Process improvement, quality planning, and training are a few examples.

Measuring quality is essential for businesses since it provides useful information about how well
their quality-management procedures are working and how quality affects their overall
performance. Companies may gain a competitive advantage and boost customer satisfaction by
focusing on improving quality while reducing costs. This can be achieved by recognizing the
cost drivers and frequent dangers of poor quality.

Ans 4.

Quality Evaluation:

The purpose of a quality audit is to ensure that a company's Quality Management Systems
(QMS) is effective and meets all necessary criteria by conducting a thorough examination of all
relevant components. As a rule, it entails thoroughly reviewing all relevant papers, methods, and
practices to check for conformity with predetermined criteria. An audit of quality may help
businesses maintain a competitive advantage by revealing possibilities for non-compliance or
inefficiency. This, in turn, leads to better procedures and higher-quality products.

Why Perform a Quality Audit?

Check for Conformity:

One of the primary goals of a quality audit is to determine whether or not the business follows all
of the rules and laws that are relevant to its operations, including quality standards. This
guarantees that the business is following all applicable rules and regulations.

Find places that might need some work:

In order to find out where the quality system is lacking or inefficient, a quality audit is a good
idea. Insights into problem areas that need fixing may greatly enhance the performance as a
whole.

Evaluate Efficiency:

The purpose of the audit is to determine if the quality management system is helping the
company achieve its objectives. It finds out if the system is developed and executed correctly to
satisfy the quality goals of the firm.

Maintain Uniformity:

The consistency of the business's high standards across all departments, procedures, and places
may be guaranteed by a quality audit. It guarantees that all parts of the firm adhere to the same
quality standards.

Raise Happiness Levels for Customers

Improving customer happiness is possible via a quality audit's ability to detect and resolve
quality concerns. Customers are more likely to remain loyal and spend more money as a
consequence of the high quality of the items and services provided.

Cut expenses:

You may find inefficient, wasteful, and non-compliant areas with the use of a quality audit.
Spending less money may result from this. A company's operational expenses and profitability
may be enhanced by enhancing procedures and decreasing mistakes.

Assist with Ongoing Enhancement:

For the benefit of the business as a whole, they provide comments on the success of
improvement initiatives and help pinpoint problem areas.

Boost Credibility:

A successful quality audit shows suppliers, customers, and other stakeholders a company's
commitment to quality. This will boost the company's name and marketability.
Quality audits are essential for quality management system performance and compliance. The
concept of improving is also fundamental. Its help in recognizing issues and setting standards for
high-quality work may improve customer satisfaction and corporate success.

Ans 5.

Public acclaim and financial incentives

To motivate workers and boost job satisfaction, recognition and bonuses are crucial. The
difference between recognition and rewards is that the former involves publicly praising and
honoring workers for their work while the latter involves providing them with material benefits
as a token of appreciation for their efforts. Both are vital resources for businesses looking to
inspire good conduct and get the most out of their personnel.

Speeches of appreciation, certificates, and public mention at meetings or newsletters are all
examples of possible kinds of recognition. In addition to monetary compensation, it may come
with non-monetary benefits like as scheduling flexibility, more vacation time, or opportunities
for professional growth. Employee morale, work happiness, and the overall work environment
may all benefit from public displays of appreciation. Moreover, it aids in raising employee
engagement and retention rates.

But incentives are real, physical things that workers get as a token of appreciation for their
efforts. In monetary terms, rewards could take the form of bonuses, pay raises, gift cards, or
anything else of value. An effective strategy to motivate workers to achieve set targets is the use
of rewards, which have the potential to significantly improve output and efficiency. However, in
order to prevent workers from feeling cheated or entitled, it is essential that the awards be clear,
equitable, and consistent with the company's principles and goals.

Advisory networks
Businesses use recommendation systems to encourage staff to provide feedback on how to
enhance company operations, goods, and services. A suggestion box, an online portal, or even
just scheduled staff meetings to share and debate ideas are all examples of suggestion systems.
The fundamental idea behind recommendation systems is to use workers' knowledge and
expertise to generate new ideas and continuous development.

There are several ways in which businesses might benefit from suggestion systems. Cost
reductions may be achieved via their ability to identify and implement process changes. Also, by
listening to the opinions of those directly involved with serving consumers, those on the front
lines may contribute to making a product or business better. Also, by letting workers know
they're valued and contributing to the company's success, recommendation systems boost morale
and contentment.

Recognizing and rewarding workers is essential for keeping them motivated and happy in their
jobs, and suggestion systems are a great way to tap into employees' pooled knowledge to drive
innovation and continuous development. Positive work environments, high employee
engagement, and organizational success are all possible outcomes of well-executed recognition,
reward, and suggestion programs.

Ans 6.

The National Quality Award from IMC Ramakrishna Bajaj

A highly coveted high-end quality reward in India is the IMC Ramana Bajaj National Quality
Award, more often known as the IMC RBNQA. With the goal of promoting quality excellence in
Indian organizations, the Indian Exporters' Chamber (IMC) and the Council for Quality of India
(QCI) established it in 1991. The late Ramakrishna Bajaj, an esteemed Indian philanthropist and
business magnate, was the inspiration for the award's moniker.

the IMC's RBNQA The tenets upon which IMC RBNQA is built are those of the EFQM
Excellence Model and the Malcolm Baldrige Award for National The quality Awards (MBNQA)
in the US. Organizations who have shown exceptional performance in quality leadership and
operations are intended to get this award.
Small and medium-sized companies (SMEs), government organizations, educational institutions,
healthcare providers, and service and manufacturing firms are all eligible to apply for the prize.
In order to be considered for the award, organizations must undergo a comprehensive evaluation
that looks at many parts of their business, such as leadership, strategy, process management,
employee engagement, and customer-centricity measurement and analysis.

There are many steps to the assessment process, the first of which is a self-evaluation using the
IMC RBNQA as a benchmark. After a company demonstrates eligibility and a dedication to
quality excellence, it will be examined by a panel of expert evaluators. In order to verify the
company's rules and the outcomes, the evaluation procedure includes visiting the site,
interviewing personnel, and reviewing documentation.

Depending on their degree of accomplishment, the IMC RBNQA awards recognition to

companies. Companies who stand out for their outstanding performance and dedication to
quality are honored with the prestigious IMC RBNQA Award, the highest level of
acknowledgment. The IMC RBNQA Certificates of Merit and the IMC RBNQA Commendation
Certificate are two other forms of acknowledgment.

Achieving the IMC RBNQA is a remarkable feat that brings honor to companies on a global and
national scale. Employees, suppliers, consumers, and other stakeholders will see their
commitment to quality and excellence reflected in this. It is highly urged that the winners share
their expertise and best practices with other companies via IMC RBNQA. IMC RBNQA
network, helping to raise India's quality bar generally.

Ultimately, it is said an IMC Rama Bajaj National Excellence Award is a prestigious distinction
that recognizes exceptional corporate and quality management practices in Indian enterprises. Its
foundation is on quality standards set by the world community, and its purpose is to inspire
excellence and constant development in Indian businesses.