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DRIVE- SPRING 2014
PROGRAM- Bachelor of Business Administration- BBA
SEMESTER-3
SUBJECT CODE & NAME- BBA303: QUALITY MANAGEMENT
BK ID- B1597
CREDIT & MARKS-4 CREDITS & 60 MARKS
Q.1: What is meant by ‘Quality’? What are the dimensions of quality?
Definition of Quality
Dimensions of quality
ANS:
Definition of Quality:
Q.2:Differentiate between Mission and Vision Statements. Write a brief note on “quality objectives”
a) Difference between Mission and Vision Statements
b) Quality Objectives
ANS:
a) Difference between Mission and Vision Statements:
Vision defines the way an organisation or enterprise looks into its future. Vision is a long-term outlook that describes how the organisation would like to view itself in the competitive world in which it operates.
Q.3:Explain the following:
a) Cost of quality
b) Kaizen
ANS:
a) Explanation of ‘cost of quality’:
cost of quality is defined as the expenditure incurred by the producer to achieve a particular level of quality. It has been modified, and today it is defined as the expenditure incurred by the producer, user, and community to achieve a particular level of quality. It is an important concept because managers,
Q.4:What is meant by Customer Focus? How do you handle customer complaints?
Meaning of Customer Focus
Handling customer complaints
ANS:
Meaning of Customer Focus:
Traditionally, the word customer is used to define those people external to the organisation who purchase the organization's product. Today, however, the word customer is used more broadly and includes even
Q.5:What is ‘productivity’? Explain productivity factors.
Meaning of productivity
Explanation of productivity factors
ANS:
Meaning of productivity:
Productivity is the key survival component for any organisation. Productivity is perhaps the most
Q.6:Write short notes on the following:
(a) Quality Management Principles
(b) Deming Prize
ANS:
(a) Short notes on Quality Management Principles:
The ISO 9001:2008 standard is based on eight quality management principles. These principles define the quality management system and provide specific focus areas where organizations should channel their
resources, such as understanding customer requirements, initiating continuous improvement programs,
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