DISTANCE EDUCATION
M.B.A. DEGREE EXAMINATION, MAY 2017.
Fourth Semester
QUALITY MANAGEMENT
(2012-13 Academic Year and 2013 Calendar Year only)
(English Medium Only)
Time Three hours Maximum 100 marks
SECTION A — 8 40 marks)
Answer any FIVE questions.
All questions carry equal marks.
1. What are the dimensions of product and service quality?
2. Describe the features of a zero defect manufacturing.
3. What are the quality related benefits to an organization?
4. What is the concept and objective of quality circle?
5. What is benchmarking? What are the reasons for
benchmarking?
6. Enumerate the strategies to maintain competitive
advantage.
7. What are the distinctions between kaizen and
innovation?
8. Describe the typical steps in the problem-solving methods
of quality teams.
Sub. Code
453
DE-915
2
wk12
SECTION B — 15 60 marks)
Answer any FOUR questions.
All questions carry equal marks.
9. Explain the Deming's fourteen point programme towards
continuous improvement.
10. Explain seven tools of quality and seven new
management tools.
11. What are the four categories of quality cost? Discuss the
various elements of each category.
12. What is TQM? What are the characteristics of TQM?
Explain any five critical success factors of TQM.
13. State and explain Business Process Re-engineering and
its phases.
14. Discuss the evaluation criteria used to examine
companies qualified to receive Deming prize.
15. Discuss the documentation required for ISO quality
management system. What are the advantages of such
documentation?