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Master of Business Administration- MBA Semester 4
OM0016-Quality Management
(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. What do you mean by Dimensions of quality? Explain all key dimensions of quality proposed by
David Garvin.
Answer. Eight dimension of product quality management can be used at a strategic level to analyze quality
characteristics. The concept was defined by David Garvin. Some of the dimensions are mutually
reinforcing, whereas others are not—improvement in one may be at the expense of others. Understanding
the trade-offs desired by customers among these dimensions can help build a competitive advantage.
Q2. Write short notes on the following:
a. ISO 9001:2008
b. Optimal maintenance costs
c. Knowledge management strategy
d. Kanban.
Answer. a. ISO 9001:2008 is developed with the aim of establishing the requirements of quality
management systems. Any type of organisation, whether big or small, can use it irrespective of the
industry it belongs to. This standard basically designs the requirements for quality management systems.
The implementation of ISO 9001:2008 has been in more than one million organisations in 170 countries.
With the use of 9001:2008 in an organisation, the customers are sure of the consistent good quality in the

2. Q3. Explain various phases for the development of Process-Oriented QMS (Quality Management
System).
Answer. A Quality Management System (QMS) encompasses a whole set of activities, which need to be
coordinated and controlled for producing the desired quality in a company. QMS helps organisations to
adopt a proactive approach for assuring quality through a value chain to minimize defects rather than a
reactive approach where specific defects are rectified. QMSs are designed to assist an organisation in the
implementation of standards and achievement of goals and objectives. The aim of a QMS is to support the
Q4. Explain the concept of Change in terms of quality. Also describe Lewin’s Three-Stage Process of
Change.
Answer. Nowadays, the term “change” is used so often that its meaning has become confusing and
unclear. Anything that seems different or new to the senses is considered as a change. General meaning of
a change would be any significant alteration in some situation from its current state to a new and different
state. This shift or change in the present situation can include minor modifications in procedures or
technology in an organisation to a radical shift in roles within a society. The term “change” is usually
Q5. What do you mean by Quality Control? Explain the Process of Quality Control.
Answer. According to Alford and Beaty, “Quality control is the mechanism by which products are made to
measure up to the specifications determined from the customer’s demand and transformed into
engineering and manufacturing requirements. It is concerned with making things right than discovering
and rejecting those made wrong.”
According to Bethel, Atwater and Stackman, “Quality control refers to the systematic control of those
variables, encountered in a manufacturing process, which affect the excellence of the end product. Such
Q6. Briefly explain following Characteristics of Product Development.
a. Quality of the product.
b. Cost of the product.
c. Development time.
d. Development cost.
Answer. A product can be defined as a good or service created for satisfying the needs and desires of
customers. Therefore, the development of a product is dependent on crucial factors such as costs,
understanding of customers’ needs and market environment. The management should consider these
factors before developing a product.
According to Peter F. Drucker, “Suppliers and especially manufacturers have market power because they
have information about a product or a service that the customer does not and cannot have, and does not

3. need if he can trust the brand. This explains the profitability of brands.” Customers’ requirements form the
base of product development. A product has different meanings for different customers. For example, a
mobile can be perceived as a means of communication through messages and voice calls for one person,
Spring-2016
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Mail us at: subjects4u@gmail.com or contact at
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