Download GTU (Gujarat Technological University) MBA (Master of Business Administration) 2016 Winter 3rd Sem 2830008 Quality Management Qm Previous Question Paper
Seat No.: ________ Enrolment No.___________
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA ? SEMESTER 3? ? EXAMINATION ? WINTER 2016
Subject Code: 2830008 Date: 02/01/2017
Subject Name: Quality Management (QM)
Time: 02:30 pm to 05:30 pm Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q ? 1 (A)
(1)
(2)
(3)
(4)
(5)
(6)
Select the most appropriate answer for the following multiple choice questions:
Fishbone diagram was advocated by
a) Taguchi
b) Kaoru Ishikawa
c) Joseph Juran
d) Edward Deming
Kaizen in simple language means
a) Continuous improvement
b) Breakthrough improvement
c) Quality
d) All of the above
Breakthrough improvement is possible with
a) Innovation and Invention
b) Kaizen
c) Six Sigma
d) None of these
According to Deming, Quality problems are
a) Due to management
b) Due to machine
c) Due to material
d) Due to method
DMADV is the principle for implementing
a) ISO
b) Kaizen
c) TQM
d) Six-Sigma
From the following, which is not the quality improvement tool?
a) The Pareto Chart
b) Histogram
c) Leadership
d) Control charts
6
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Page 1 of 3
Seat No.: ________ Enrolment No.___________
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA ? SEMESTER 3? ? EXAMINATION ? WINTER 2016
Subject Code: 2830008 Date: 02/01/2017
Subject Name: Quality Management (QM)
Time: 02:30 pm to 05:30 pm Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q ? 1 (A)
(1)
(2)
(3)
(4)
(5)
(6)
Select the most appropriate answer for the following multiple choice questions:
Fishbone diagram was advocated by
a) Taguchi
b) Kaoru Ishikawa
c) Joseph Juran
d) Edward Deming
Kaizen in simple language means
a) Continuous improvement
b) Breakthrough improvement
c) Quality
d) All of the above
Breakthrough improvement is possible with
a) Innovation and Invention
b) Kaizen
c) Six Sigma
d) None of these
According to Deming, Quality problems are
a) Due to management
b) Due to machine
c) Due to material
d) Due to method
DMADV is the principle for implementing
a) ISO
b) Kaizen
c) TQM
d) Six-Sigma
From the following, which is not the quality improvement tool?
a) The Pareto Chart
b) Histogram
c) Leadership
d) Control charts
6
Page 2 of 3
Q ? 1 (B) Briefly explain the following terms:
1) Check sheet as a quality improvement tool
2) Pareto Chart
3) Quality Assurance
4) ISO series
4
Q ? 1 (C) Briefly discuss various dimensions of service quality.
4
Q ? 2 (A) Rainbow pens are the manufacturer of ball point pens of a specific category. Workers
in the production department are not satisfied with the behaviour and work of their
supervisor. Worker approached the production manager and suggested him to follow
Gemba Kaizen for the improvement of the work of the department. According to you,
How can Gemba Kaizen practice in this case?
7
Q ? 2 (B) According to continuous improvement system, muda, muri and mura are three kinds
of wastages. Discuss briefly. As a manager, how can you deal with these wastages?
7
OR
Q ? 2 (B) Cost is associated with quality. Discuss various costs associated with achieving good
quality and poor quality.
7
Q ? 3 (A) What is the role of ?Poka-yoke? concept in quality management of a monoblock pump
manufacturing organization? Discuss with example.
7
Q ? 3 (B) Discuss various core concepts of TQM. 7
OR
Q ? 3 (A) Depict your understanding for DMAIC approach for implementing Six-Sigma. 7
Q ? 3 (B) A small service organization wants to go for ISO 9001:2015 certificate. If you will be
hired by the company to perform this task, what may be your course of action?
7
Q ? 4 (A) What is the role of benchmarking in quality improvement? Discuss any two types of
benchmarking with example.
7
Q ? 4 (B) Discuss various phases of implementation of Business Process Reengineering in
projects.
7
OR
Q ? 4 (A) TQM and BPR are closely related with each other. Discuss similarities and differences
between TQM and BPR.
7
Q ? 4 (B) What do you understand by non-conformities in quality audit? What are the most
common non-conformities found in audit process?
7
Q ? 5 CASE OF QUALITY AT ABC COMPANY
ABC company recently discovered that the costs due to shipment of defective
items had risen to an alarming level. To correct the situation, they decided to
implement a quality assurance program. Previously, all inspection was done by
workers on their own work. Because of the lack of formal education in quality
assurance for the present employees and managers, it was decided to form a team of
recent college graduates for quality assurance programs (QAP).
The team which was formed was given the responsibility of reducing the
percentage of defective items being produced to half of the present level in one month.
Problems, however, began to crop up immediately. Conflicts arose between
the inspectors of the QAP and the workers. Some of the older employees felt they
14
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Page 1 of 3
Seat No.: ________ Enrolment No.___________
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA ? SEMESTER 3? ? EXAMINATION ? WINTER 2016
Subject Code: 2830008 Date: 02/01/2017
Subject Name: Quality Management (QM)
Time: 02:30 pm to 05:30 pm Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q ? 1 (A)
(1)
(2)
(3)
(4)
(5)
(6)
Select the most appropriate answer for the following multiple choice questions:
Fishbone diagram was advocated by
a) Taguchi
b) Kaoru Ishikawa
c) Joseph Juran
d) Edward Deming
Kaizen in simple language means
a) Continuous improvement
b) Breakthrough improvement
c) Quality
d) All of the above
Breakthrough improvement is possible with
a) Innovation and Invention
b) Kaizen
c) Six Sigma
d) None of these
According to Deming, Quality problems are
a) Due to management
b) Due to machine
c) Due to material
d) Due to method
DMADV is the principle for implementing
a) ISO
b) Kaizen
c) TQM
d) Six-Sigma
From the following, which is not the quality improvement tool?
a) The Pareto Chart
b) Histogram
c) Leadership
d) Control charts
6
Page 2 of 3
Q ? 1 (B) Briefly explain the following terms:
1) Check sheet as a quality improvement tool
2) Pareto Chart
3) Quality Assurance
4) ISO series
4
Q ? 1 (C) Briefly discuss various dimensions of service quality.
4
Q ? 2 (A) Rainbow pens are the manufacturer of ball point pens of a specific category. Workers
in the production department are not satisfied with the behaviour and work of their
supervisor. Worker approached the production manager and suggested him to follow
Gemba Kaizen for the improvement of the work of the department. According to you,
How can Gemba Kaizen practice in this case?
7
Q ? 2 (B) According to continuous improvement system, muda, muri and mura are three kinds
of wastages. Discuss briefly. As a manager, how can you deal with these wastages?
7
OR
Q ? 2 (B) Cost is associated with quality. Discuss various costs associated with achieving good
quality and poor quality.
7
Q ? 3 (A) What is the role of ?Poka-yoke? concept in quality management of a monoblock pump
manufacturing organization? Discuss with example.
7
Q ? 3 (B) Discuss various core concepts of TQM. 7
OR
Q ? 3 (A) Depict your understanding for DMAIC approach for implementing Six-Sigma. 7
Q ? 3 (B) A small service organization wants to go for ISO 9001:2015 certificate. If you will be
hired by the company to perform this task, what may be your course of action?
7
Q ? 4 (A) What is the role of benchmarking in quality improvement? Discuss any two types of
benchmarking with example.
7
Q ? 4 (B) Discuss various phases of implementation of Business Process Reengineering in
projects.
7
OR
Q ? 4 (A) TQM and BPR are closely related with each other. Discuss similarities and differences
between TQM and BPR.
7
Q ? 4 (B) What do you understand by non-conformities in quality audit? What are the most
common non-conformities found in audit process?
7
Q ? 5 CASE OF QUALITY AT ABC COMPANY
ABC company recently discovered that the costs due to shipment of defective
items had risen to an alarming level. To correct the situation, they decided to
implement a quality assurance program. Previously, all inspection was done by
workers on their own work. Because of the lack of formal education in quality
assurance for the present employees and managers, it was decided to form a team of
recent college graduates for quality assurance programs (QAP).
The team which was formed was given the responsibility of reducing the
percentage of defective items being produced to half of the present level in one month.
Problems, however, began to crop up immediately. Conflicts arose between
the inspectors of the QAP and the workers. Some of the older employees felt they
14
Page 3 of 3
were being insulted whenever a quality problem was traced to their work. This
resentment often resulted in their work deteriorating further instead of improving.
Other workers believed they were being insulted whenever a quality problem was
traced to their work. This resentment often resulted in their work being wrongly
accused of shoddy workmanship. Some even accused the inspectors of actually
making defects in their work so that they could claim they had found a problem spot
(defect) and hence, look good in the eyes of the QAP manager.
Monitoring reports after the first month showed that the quality level had
actually worsened. Management felt that perhaps they had introduced the quality
assurance program improperly.
Summarize the case and answer the following Questions:
(a) What errors do you feel the ABC company made in the implementation of
QAP?
(b) What remedial actions would you take to improve the present situation?
OR
Q ? 5 ADVANCED LASER TECHNOLOGY INC.
Preeti and her husband have a small, highly successful firm that serves a
narrow niche of medical applications of laser technologies. The firm has only four
customers, but each is a leading player in the emerging medical-electronics
technology markets. Each firm has told Preeti that it is pleased with her product,
service and ability to provide leading edge technology.
Preeti's problem begins in the form of a memo from one of her major
customers who has just decided to seek ISO 9000 certification to effectively compete
international markets. Preeti understands this logic of her customer. As part of the ISO
9000 certification process, the customer expects each of his key suppliers to become
ISO 9000 certified. What little Preeti knows about ISO 9000 certification is that this
new requirement would pose enormous problems for Advances Laser Technology
which has only five employees including Preeti and her engineer husband. How will
Advance Laser Technology INC., be able to document all that it did. It seems to be a
catch 22 situation. If Preeti and her husband divert their attention to document all the
20 aspects of section 4 of ISO 9000, then the firm risks losing its competitive edge in
this fast changing technological field. If LAT hires a consultant to help with this
certification process, it risks diverting both management attention and critical cash
resources to the certification process. As she reflects on this dilemma, Preeti wonders
?How does this add value to ALT??
Summarize the case and answer the following Questions:
1. What would you recommend to Preeti?
2. According to you, what is the role of customer in ISO 9000 series?
**********
14
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This post was last modified on 19 February 2020