PROGRAM MBA - SEMESTER IV

SUBJECT CODE & NAME OM 0016 QUALITY

MANAGEMENT
1.
Explain various Principles of Total Quality
Management
Principles of Total Quality Management
TQM focuses on uniform commitment to quality in all business areas of an
organisation with the purpose of establishing an organisational culture that meets
customer expectations of quality. The concept of TQM depends on the principles
shown in below figure:

Fig: Principles of TQM

Top management involvement: The successful implementation of TQM can
be ensured with the support and active involvement of the top management
of an organisation. The top management

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2.
Elaborate the concept of International
Standards. Also explain the following terms
a. ISO 9001:2008
b. ISO 9004:2009
c. ISO 90003:2004: Software Quality Management
d.
ISO 13485:2003: Medical Devices Quality
Management
International Standards
The ISO is related to quality management systems and responsible for the
development of international standards, which are based on the
requirements of customers. The ISO develops these standards keeping in
mind the requirements of the industry.
The main reason behind establishing the ISO standards is to ensure
the safety and reliability of products and services. This consequently raises
the levels of productivity and reduces the chances of errors. By
standardising, the ISO also aims at opening new avenues for
international trade for developing nations and helps them in gaining access
to new

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3. Explain the concept of culture. Differentiate

between authoritarian culture and participative
culture.
Concept of Culture
Culture is the deeper level of basic assumptions and beliefs that are shared
by members of an organisation that operate unconsciously and define in a
basic taken for granted fashion an organisation's view of its self and
its environment. -- Edgar Schein
A culture can be defined as a set of beliefs, values, and superstitions shared
in a given society. According to Terpstra & David, Culture is a
learned, shared, compelling, interrelated set of symbols whose meanings
provide a set of orientations for members of society. These

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4.
Explain the
improvement.

steps

of

continuous

quality

Steps in CQI
CQI is a systematic approach and involves a number of steps, as shown in
below figure:

The steps in CQI are explained with examples as follows:

1. Identifying the core outputs, which are mandatory for customer

satisfaction.
For example, the core outputs of a restaurant can be the taste and the
quality of the food and beverages served in the restaurant.
2. Investigating how input variables affect core outputs.

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5.
Define different aspects of the design and
development of a product.
Different Aspects of the Design and Development of a Product
Let us study all these aspects in detail in the subsequent sections.
1. Architecture and modularity of the product
The physical layout of a product is known as its architecture. It is usually
divided into various clusters of components. The architecture of a product is
composed by defining the relationships between various functions of
the variety of components.
There are two approaches to define the architecture of a product. These are
as follows:

Modular approach: In this approach, the functions of each chunk are

limited, and interactions between all the divisions are clearly defined.

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6.
a.
b.
c.
d.
e.

Write Short notes on following.

Knowledge Management
Expertise location
Communities of Practice (CoPs)
Knowledge management strategy
Knowledge culture

a. Knowledge Management
Knowledge Management (KM) is a process of identifying, representing, and
adapting perceptions and experiences from various dimensions. The
following are some of the popular definitions of KM: According to Karl Erik
Sveiby, Knowledge management is the art of creating value by
leveraging the intangible assets.
In the words of The Gartner Group, Knowledge management is a discipline
that promotes an integrated approach to identifying, managing, and sharing
all of an enterprises information assets. These information assets may

include database, documents, policies, and procedures as well as

previously unarticulated expertise and experience resident in

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