Description

SESSION JUL – AUG 2024
PROGRAM BACHELOR OF BUSINESS ADMINISTRATION
(BBA)
SEMESTER II
COURSE CODE & NAME DBB1204 QUALITY MANAGEMENT

Assignment Set – 1

1. Discuss Philip Crosby’s Four Absolutes of Quality with suitable example.
Ans 1.
Philip Crosby’s Four Absolutes of Quality
Philip Crosby, a renowned quality management guru, introduced the “Four Absolutes of
Quality Management,” which outline the principles required for achieving excellence in
quality. His approach emphasizes the importance of building quality into the process rather
than relying on inspections to catch errors. The Four Absolutes are as follows:
1. Quality is Conformance to Requirements
Crosby emphasized that quality is defined as meeting or exceeding agreed-upon requirements.
It is not subjective or determined by individual opinions but by adherence to the standards set
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2. Who is customer? Discuss the different types of customers with suitable example. 3+7
Ans 2.
Customer
A customer is an individual, organization, or entity that purchases goods or services from a
business in exchange for value, typically monetary. Customers are the focal point of any
business, as their satisfaction determines the success and sustainability of the organization.
They can be categorized based on their interaction with the company and their influence on the
business’s operations.
Types of Customers
Customers can be broadly classified into the following types:
1. Internal Customers
Internal customers are employees or departments within an organization that rely on each other
3. What is cost of quality? Why is it important to measure? List common costs of poor
quality.
Ans 3.
Cost of Quality
The cost of quality (CoQ) refers to the total cost incurred to ensure that a product or service
meets quality standards. It includes costs related to preventing defects, identifying defects, and
the consequences of defects, such as rework or customer dissatisfaction. CoQ is broadly
categorized into four components: prevention costs, appraisal costs, internal failure costs, and
external failure costs. By tracking these costs, organizations can identify areas where
improvements are necessary to minimize waste and enhance quality, ultimately boosting
Assignment Set – 2
4. What is meant by Benchmarking? What are the different types of Benchmarking?
Ans 4.
Benchmarking
Benchmarking is a strategic process in which an organization evaluates its practices,
performance, and processes against those of industry leaders or competitors. The objective of
benchmarking is to identify areas for improvement, adopt best practices, and enhance overall
efficiency and effectiveness. It involves analyzing metrics such as productivity, cost, quality,
and customer satisfaction to set performance standards and implement strategies to achieve or
5. Write short notes on the following concepts:
a) Recognition and rewards
b) Suggestion systems
Ans 5.
a) Recognition and Rewards
Recognition and rewards are essential components of organizational culture that motivate
employees, enhance job satisfaction, and improve overall performance. Recognition refers to
acknowledging and appreciating employees for their achievements, contributions, or efforts,
while rewards are tangible or intangible benefits given as a token of appreciation. Both play a
critical role in fostering a positive work environment and encouraging a high-performance
6. Discuss about Rajiv Gandhi National Quality Award in detail.
Ans 6.
The Rajiv Gandhi National Quality Award (RGNQA) is one of India’s most prestigious
awards, established to recognize and promote excellence in quality across various industries
and sectors. Introduced in 1991 by the Bureau of Indian Standards (BIS), the award
commemorates the late Prime Minister Rajiv Gandhi’s vision of a modern and progressive
India driven by high standards of quality in production and services. The primary objective of
the award is to encourage Indian businesses and organizations to adopt world-class quality