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SMU MBA SEM 3 TQM FALL 2015 ASSIGNMENTS

QM0019 – FOUNDATIONS OF QUALITY MANAGEMENT 1. (i) Define “Total Quality Management” (ii) Describe the eight key dimensions of quality according to Garvin. (Definitions of TQM, Detailed description of Eight dimensions of quality) 2. Explain the contributions of the following quality gurus towards quality management: (a) Masaki Imai (b) W. Edwards Deming 3 Describe ‘Quality policy’ and ‘Quality Objectives’ in details with examples. (Description of quality policy with an example, Description of quality objectives with an example) 4. Explain the following in brief: (a) Quality audits (b) Productivity 5. (a) Knowledge Management (b) Quality Awards Short notes on ‘Knowledge Management’ Short notes on ‘Quality Awards 6. Define ‘Quality Costs’. Describe the different types of Quality Costs. (Definition of Quality Cost, Description of the different types of Quality Costs)

QM 0020- Quality in Service Industries 1 Discuss the Capability Maturity Model Integration(CMMI) Explanation of CMMI CMMI constellations CMMI maturity levels 2 Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the service gap. Definition of Service quality Explanation of five dimensions of Service quality 3 How is Service quality related to customer satisfaction, loyalty, and Value? Explanation 4 Explain the various reasons for Service failure and also the two types of service failure. Explanation of service failure and its two types Reasons for service failure 5 Give reasons why providing high-quality service depends on efficient co- ordination between different functional areas/departments of an organisation. Explanation of the role of different departments in managing service quality Steps in providing high-service quality 6. Explain the various services provided by retailers. Also explain the various approaches to service quality in retailing. Services Provided by retailers Approaches to service quality in retailing

QM0021: STATISTICAL PROCESS CONTROL 1 (a) What are the two main causes of variation? Explain. (b) Define the term ‘process’. Give an example of process. Explanation of two causes of variation. Definition of a process and example of a process. 2 What is meant by Standard Deviation? (b) Calculate the standard deviation of the following data, which represents the number of defective products by a machine: 4, 2, 5, 8 and 6 Meaning of Standard Deviation Calculation of Standard Deviation with steps 3 Give the meaning of the following basic terminologies in Probability: i) Sample Space ii) Mutually Exclusive events b) Mention the properties of probability c) Define the term ‘random variable’ Meaning of ‘sample space’ and ‘mutually exclusive events’ Properties of probability Definition of ‘random variable’ 4 Differentiate between accuracy and precision. (b) Write a brief note on ‘Funnel Experiment’ Difference between Accuracy and Precision Brief note on ‘Funnel experiment’ 5 Define the terms: ‘process capability’ and ‘process stability’. Explain Cp index and Cpk index. Definition of ‘process capability’ and ‘process stability’ Explanation of Cp Index and Cpk Index 6 Give the meaning of the following: i)Hypothesis testing ii) Control chart iii) Experimental design iv) Acceptance Sampling

QM0022: TQM TOOLS AND TECHNIQUES 1 List the seven basic quality control tools. Describe any three of them. Listing the seven basic quality control tools Description of any three quality control tools 2. Define Benchmarking. Explain the types of benchmarking. Definition of Benchmarking, Explanation of the types of benchmarking 3 Write short notes on the following: www.smusolvedassignments.com

(a) Continuous Improvement Process (b) Poka Yoke 4 Define ‘Six Sigma Methodology’. What are the key roles in Six Sigma methodology? Explain DMAIC methodology of Six Sigma. Definition of Six Sigma methodology Explanation of key roles of six sigma Explanation of DMAIC methodology 5 What is ‘FMEA’? Explain the concept of ‘Risk Priority Number’. Meaning of FMEA Concept of ‘Risk Priority Number’. 6 Write short notes on the following: (a) Design of Experiments (b) Just-In-Time (JIT)