Master of Business Administration - MBA Semester 4 Total Quality Management Specialization QM0015 ISO/QS 9000 Elements ASSIGNMENT- Set

t 1 Q 1. Describe the eight quality management principles on which the quality standards of the ISO 9000 are based.

Ans:- The eight quality management principles are defined in ISO 9000, Quality management systems Fundamentals and vocabulary, and in ISO 9004, quality management systems guidelines for performance improvements. This section provides you the standardised descriptions of the principles as they appear in ISO 9000, In addition, it provides examples of the benefits obtained from their use and of actions that managers typically take in applying the principles to improve their organisations performance. Principle 1: Customer focus Principle 2: Leadership Principle 3: Involvement of people Principle 4: Process approach Principle 5: System approach to management Principle 6: Continual improvement Principle 7: Factual approach to decision making Principle 8: Mutually beneficial supplier relationships

Principle 1: Customer Focus Customers are the main focus point of all organisations and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations. Key benefits: As result of flexible and rapid responses the organisations will increase revenue and market share. Organisations can utilise their resources effectively to enhance customer satisfaction. Improved customer loyalty leading to repeat business.

Application of this principle leads to: Organisations to focus on customers primarily. Therefore they research, understand and communicate with customer to find out about their needs and expectations. Measuring customer satisfaction and acting on the results. Effective management of customer relationships.

Balanced approach to satisfy customers and other interested parties such as owners, employees, suppliers, financiers, local communities and society as a whole.

Principle 2: Leadership Leaders establish unity in achieving organisations purpose. They are responsible for creating and maintaining the internal environment in which employees can become fully involved in achieving the organisations objectives. Key benefits: Employees can easily understand and be motivated towards the organisations goals and objectives. Activities are created and managed in a unified way. Minimised miscommunication between the various levels of an organisation.

Application of this principle leads to: Taking into consideration the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole. Setting challenging goals and targets to ensure a clear vision of the organisations future. Creating and sustaining shared values, fairness and following ethical role models at all levels of the organisation. Providing a trusty environment and eliminating fear.

Principle 3: Involvement of People People at all levels are valuable resources of an organisation and their full involvement enables their abilities to be used for the organisations benefit. Key Benefits: Inspired, committed and involved people within the organisation. Innovative nature of employees in furthering the organisations objectives. Employees are motivated to participate in and contribute to continual improvement and hence increase their own performance.

Application of this principle leads to: More responsible employees who can accept the ownership of problems and can solve those. An opportunity for employees to enhance their competence, knowledge and experience. Sharing of knowledge and experience, openly discussing problems and issues.

Principle 4: Process Approach Good results are achieved only when activities and related resources are managed as a process towards achieving the organisation goal. Key benefits: Effective usage of resources. Improved, consistent and predictable results. Focused and prioritised improvement opportunities.

Application of this principle leads to: Systematic way of defining the activities necessary to obtain a desired result and clear responsibility and accountability for managing key activities. Allocation of resources, methods, and materials that will improve key activities of the organisation.

Principle 5: System Approach to Management If we manage interrelated processes as a system, it will contribute to the organisations effectiveness and efficiency in achieving objective. Key benefits: Integration and alignment of the processes that will inspire to achieve the desired results. Steps up the confidence level of interested parties as it brings in consistency in the products, effectiveness in managing and the efficiency of the organisation.

Application of this principle leads to: Structuring of system to achieve the organisations objectives in the most effective and efficient way and structuring of approaches that harmonise and integrate processes. Continually evaluating and measuring the system against improvement.

Principle 6: Continual Improvement Objective of every organisation is to continually improve the overall performance this indeed would be the permanent objective Key benefits: Improved performance. Distribution of improvement activities at all levels to an organisations strategic intent.

Application of this principle leads to:

Following a consistent organisation-wide approach to continual improvement of the organisations performance. Establishing a set of goals to guide, and measures to track, continual improvement.

Principle 7: Factual Approach to Decision Making Effective decisions can be taken with a proper analysis of data and information. Key benefits: Informed decisions. More opportunities to demonstrate the effectiveness of past decisions through reference to factual records. Increased opportunities to review, challenge and change opinions and decisions.

Application of this principle leads to: Reliable, accurate data and information. This makes this data accessible to those who need it. Analysing data and making decisions based on factual analysis, balanced with experience and intuition.

Principle 8: Mutually Beneficial Supplier Relationships An organisation and its suppliers are interrelated and a mutually beneficial relationship enhances the ability of both to create value. Key benefits: Creating value for both parties. Immediate responses to changing market or customer needs and expectations.

Application of this principle leads to: Establishing balanced relationships between short-term and long-term considerations. Establishing joint development and improvement activities. Inspiring, motivating and recognising improvements and achievements by suppliers.

Organisations can apply quality management principles in many different ways. Implementation of these principles depends on the nature of the organisation and the specific challenges it faces. It is beneficial for organisations to set up quality management systems based on these principles. Q 2. What is QS 9000? Discuss the background of QS 9000.

Ans:- QS 9000 is the name given to the Quality System Requirements of the automotive industry which were developed by Chrysler, Ford, General Motors and major truck manufacturers and issued in late 1994.

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Q 3. Describe the importance of Quality manual. Ans:- There are three major Quality Objectives that will successfully help your organisation achieve commitments expressed in the Quality Policy: . Employee superiority

Q 4. Discuss the importance of handling of inventory. Ans:- The organisation must make sure that the handling, storage and delivery of the product is done in an efficient manner. There must be a well documented procedure and methods of handling that prevents the damage and the deterioration of the product. In the case of software industry, handling refers to necessary action that the organisation must take to protect the software from unauthorised changes, software alterations and virus infections. Q 5. What is meant by contract review? Explain. Ans:- Contract review is an interesting requirement due to its ambiguity in terms of interpretation. Contract review is the process of gathering the stated and un-stated needs and expectations of customers and communicating these needs and expectations to all departments within the company. All contract review activities are documented and analysed for improvements. Q 6. What is meant by documentation? What are the main objectives of documentation? Ans:- A Document is an information carrier and is the primary source of information. Examples of the media formats used for documentation are paper, film or computer disks. The Documentation activity carried by an organisation depends on the size of the organisation, the different processes and the skills and competence of the employees performing it. Dear Students / Working Professionals , Get your completely solved assignments from Our ESTEEMED ORGANIZATION smumbaassignment.com and get 100% marks.

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Master of Business Administration - MBA Semester 4 Total Quality Management Specialization QM0015 ISO/QS 9000 Elements ASSIGNMENT- Set 2 Q 1. Write a note on purchasing in QS 9000. Explain the importance of purchasing. Ans:- Purchasing in QS 9000 QS-9000 is much more specific on Purchasing than ISO 9000. It states that you have to ensure that you purchase only from an approved suppliers, which is facilitated with an approved supplier list. Also, you have to check materials against local regulations for safety, engineering, and environmental conformance. This requirement brings about uniformity in expectations and validations and is applicable for all countries, notwithstanding where your purchasing department operates. In QS 9000, the requirement states that while evaluating your own suppliers, they should be chosen based on the capabilities and the terms of your purchasing contracts. QS 9000 makes automotive makers to see a uniform quality model used throughout the hierarchy of suppliers. You should plan on auditing your suppliers against QS-9000, or requiring third-party registration as an alternative. IMPORTANCE OF PURCHASING IN A MANUFACTURING ORGANIZATION: It is important to understand the scope of the purchased products under the scanner of ISO/ QS 9000. The purchasing requirements of the standard can be applied to designing the product, manufacturing it, installing it, maintaining it or operating the products and services. There are other supplementary activities like furniture, stationary, catering supplies which could be a part of the design, manufacture and installation operations but cannot be clubbed under the standard needs the organisations to ensure that purchased product confirms to specified purchase requirements. ISO/QS 9000 define a supplier as an organisation or person that provides a product or services. For example it could be hardware, software or processed materials. A supplier may therefore be a producer, distributor, retailer, vendor, contractor, subcontractor or service provider. The organisation which adhere and supply products based on requirements that are specified by the organisation, the customer, or by status and regulations that apply to purchase product are known as subcontractors. The organisation which supplies product based on their own delimiting conditions, rules and regulations are called Suppliers. For the ISO/QS 9000, the context of subcontractors and suppliers are considered one and the same. The expectations from a Subcontractor and Supplier are processed Purchasing requirements. Purchasing refers to the process of buying an item at the right price. Purchasing is an activity which goes beyond the act of buying and includes planning and drafting a policy that covers a wide range of related and complementary activities. The standards that are covered include Product or Service. A Product is defined as the result (output) of a process. The term defined as Product in the ISO/ QS9000 has four important

categories which include materials which are processed, software, hardware and other services. A single product can have the ingredient of all the other products. For example, a car (automobile) which is the finished product consists of algorithms used to operate engine (software), wheel and tyres (hardware) and lubricants (processed materials). The term Service is used to represent an interaction process between a supplier and the customer and has the capability of taking many forms. Service could refer the support the organisation gives to his customers. For example the warranty service provided. It could take the form of an intangible provision. For instance, transporting goods or advice are examples of intangible provision. Service could also include the maintenance provided such as repairing of product. Q 2. What is meant by product identification with respect to QS 9000? Explain its importance. Ans:- The standard expects the supplier to establish and maintain appropriate documented procedures for identifying the product by suitable means from receipts and during the stages of production, delivery, and installation.

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3. Write a note on in-process inspection and testing. Ans:- In-process inspection and testing are performed to validate the features and characteristics during the assembly or processing of products. The objective hence is to verify and document specifications and requirements that pertain to final product and that it is stable and can continue to meet the specifications and requirements Q 4. Write a note on traceability and its importance. Ans:- The process of Product Traceability maintains records of all products and parts from purchasing to finished goods. Traceability ensures product tracking thereby satisfying customer that they get the right product in time. Traceability improves product control since it has the capability to identify and track a product or a component to its roots. Q 5. How do you evaluate and deal with non-conforming products? Ans:- The evaluation of a non conformed product involves assessing the non conformity of the product. It includes the steps to investigate and notify the persons or organisations responsible for non-conformance. There are two major types of non conformances, and it is essential to divide them into subcategories. They are Q 6. Explain the importance of training. What is training needs assessment? What are the activities performed during and after training? Ans:- Importance of Training Traditionally, the purpose of training and development is to ensure that employees can effectively complete their work. Today, organisations have intense pressure to stay have a competitive advantage through innovation and reinvention. Organisations must foster the trend of continuous learning as a social responsibility to ensure they are competitive in the global marketplace.

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