Description

Total Quality Management

September 2024 Examination

 

 

1. As a leader of new product development team, you are asked by the management of your organization to comprehend the expectation of the customers and design product and services in view of that. Discuss a valuable methodology you would adopt that can significantly enhance the new product development process and thereby meet customer satisfaction. (10 Marks)

Ans 1.

Introduction

In the realm of Total Quality Management (TQM), the impetus to align new product development with customer expectations is paramount. As the leader of a new product development team, it is essential to adopt methodologies that not only streamline the development process but also encapsulate the voice of the customer. This integration ensures that the resulting products and services are not just innovative but are precisely tailored to meet, and potentially exceed, customer needs. The methodology chosen for this purpose needs to be robust, flexible, and capable of leveraging customer insights effectively. Among the various strategies available, Quality Function Deployment (QFD) stands out as a comprehensive approach. This technique transforms customer needs (the ‘what’) into design

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2. You are appointed as head of quality department and told it is utmost priority for your department to monitor defects and control quality. Discuss the seven basic quality control tools which may help your department in controlling quality and minimizing defects. Give examples for each tool. (10 Marks)

Ans 2.

Introduction

In the realm of quality management, the ability to monitor defects and control quality is essential for any organization striving for excellence and customer satisfaction. As the newly appointed head of the quality department, harnessing effective tools to analyze, understand, and mitigate quality issues is paramount. Among the myriad of techniques available, the seven basic quality control tools stand out due to their simplicity, effectiveness, and widespread applicability across various industries. These tools, originally conceptualized by Kaoru Ishikawa, a pioneer of quality management in Japan, provide a foundational approach to problem-solving and quality control. Utilizing these tools can significantly enhance the

 

 

3. After entering global market, Maxx Industry which had implemented TQM, wants to change from its traditional performance measure based on cost accounting information to performance measured against the result delivered to customers. In TQM, measuring performance requires a conceptual framework.
4. Discuss the criteria Maxx Industry should follow for measuring and evaluating performance under TQM framework. (5 Marks)

Ans 3a.

Introduction

Transitioning to a Total Quality Management (TQM) framework requires a shift in performance measurement from traditional cost-based metrics to customer-centric outcomes. Maxx Industry, now engaging in the global market, must adopt a new set of criteria that aligns with TQM principles. These criteria should not only reflect the company’s commitment to quality and customer satisfaction but also support continuous improvement and competitive

 

 

1. Explain the four perspectives based on which Strategic Performance Measurement (SPM) is measured. (5 Marks)

Ans 3b.

Introduction

Strategic Performance Measurement (SPM) systems, such as the Balanced Scorecard, offer a comprehensive view of an organization’s performance by integrating multiple perspectives. This holistic approach ensures that companies do not overly focus on financial outcomes at the expense of other key areas crucial for long-term success. The four perspectives of SPM