Answers to questions……………….

Emp iii

1. What do you mean by quality?

Quality is the degree to which a commodity/ service meets the requirements of the customer at the
start of its life. (ISO 9000)

2. Briefly explain the quality control and what the tools and techniques use for quality control ?
Quality control (QC) is a procedure or set of procedures intended to ensure that a manufactured
product or performed service adheres to a defined set of quality criteria or meets the
requirements of the client or customer
 Cause-and-effect diagram (also known as the "fishbone diagram" or
Ishikawa diagram)
 Check sheet
 Control chart
 Histogram
 Pareto chart
 Scatter diagram
3. What are the advantages of having good quality control system?
I. Reduction in Costs
II. Improvement in the Morale of Employees
III. Maximum Utilization of Resources
IV. Increase in Sales
V. Consumers’ Satisfaction
VI. Minimize Variation

Thus, quality control is an important technique in the hands of management to maintain the quality of
the product.

4. Write short notes on following

• TQM TQM is a management philosophy that seeks to integrate all organizational functions
(marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting
customer needs and organizational objectives.

Principles of TQM

I. Management Commitment
 Plan (drive, direct)
 Do (deploy, support, participate)
 Check (review)
 Act (recognize, communicate, revise)
II. Employee Empowerment
 Training
 Suggestion scheme
 Measurement and recognition
 Excellence teams
III. Fact Based Decision Making
 SPC (statistical process control)
 DOE, FMEA
 The 7 statistical tools
  TOPS (Ford 8D – team-oriented problem solving)
IV. Continuous Improvement
 Systematic measurement and focus on CONQ
 Excellence teams
 Cross-functional process management
 Attain, maintain, improve standards
V. Customer Focus
 Supplier partnership
 Service relationship with internal customers
 Never compromise quality
 Customer driven standards

 Code of ethics They give general outlines of how employees should behave, as well as
specific guidance for handling issues like harassment, safety, and conflicts of interest.

• Product specification

• Job specification and job description

Job description is a document which states an overview of the duties, responsibilities and functions of a
specific job in an organisation.

Job specification is a statement of the qualifications, personality traits, skills, etc. required by an
individual to perform the job.

Differences between a job description and a job specification

Content

Job description usually lists out the job title, location, job summary, working environment, duties to be
performed on the job, etc.

Job specification lists out the qualifications, experience, training, skills, emotional attributes, mental
capabilities of an individual to perform the job.

Measures

Job description measures the tasks and responsibilities attached to the job.

Job specification measures the capabilities that the job holder must possess to perform the job.

Usefulness

Job description offers ample information about the job which helps the management in evaluating the
job performance and defining the training needs of an employee.

Job specification helps the candidates who are applying for a job to analyse whether they are eligible for
a particular job or not.

Benefit

Job description statement helps the organisation to be clear about “Who should do what”.
Job specification statement helps the management to take decisions regarding promotion, bonus,
internal transfers and

• SWOT SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework

used to evaluate a company's competitive position and to develop strategic planning. SWOT analysis
assesses internal and external factors, as well as current and future potential.

Strengths describe what an organization excels at and what separates it from the competition: a strong
brand, loyal customer base, a strong balance sheet, unique technology, and so on. For example, a hedge
fund may have developed a proprietary trading strategy that returns market-beating results. It must
then decide how to use those results to attract new investors.

Weaknesses stop an organization from performing at its optimum level. They are areas where the
business needs to improve to remain competitive: a weak brand, higher-than-average turnover, high
levels of debt, an inadequate supply chain, or lack of capital.

Opportunities refer to favorable external factors that could give an organization a competitive
advantage. For example, if a country cuts tariffs, a car manufacturer can export its cars into a new
market, increasing sales and market share.

Threats refer to factors that have the potential to harm an organization. For example, a drought is a
threat to a wheat-producing company, as it may destroy or reduce the crop yield. Other common
threats include things like rising costs for materials, increasing competition, tight labor supply and so on.

• Budgeting Budgeting is the process of creating a plan to spend your money. This spending plan
is called a budget. Creating this spending plan allows you to determine in advance whether you will have
enough money to do the things you need to do or would like to do.

• QMS Quality Management System

A Quality Management System (QMS) is a systematic process for achieving quality objectives for every
organization. QMS has organizational goals, processes, and policies which continuously focus on
meeting customer requirements and improving their satisfaction.

Quality Management System has the following objectives:

 Improving internal processes

 Lower cost
 Reusability
 Optimum utilization of resources
 Helps in achieving organization goal.
 Data management
 Continuously improved customer satisfaction

Enlisted below are the top Quality Management, Control and Improvement Tools that are available in
the market.

#1) Flowchart

A flowchart is a diagram which represents a workflow process, algorithm, or a step by step process
connected by arrows in different directions.
These flowcharts are used for the representation of organizational structures, Login System, document
work process flow, billing transaction flow etc.

#2) Check Sheet

The Check sheet is used to collect data and information in an easy format. It increases accuracy in the
data collection process with easy method and format. It significantly reduces efforts for data collection
as well. This data collection is based on actual facts and figures rather than any imaginary numbers and
item.

#3) Cause-Effect Diagram

Cause-Effect is also known as Fish-bone diagram as the shape is somewhat similar to the side view of a
fish skeleton. During problem-solving, everyone in the team has a different opinion about the root cause
of the issue or problem.

Fish-bone diagram captures all causes, ideas and uses brainstorming method to identify the strongest
root cause. Cause-Effect diagram records causes of specific problems or issues related to the processor
system. You will get many different causes for a specific problem.

#4) Pareto Chart

A Pareto Chart is a Bar graph as well as a Line graph that graphically summarizes the group of data. The
data may be related to cost, time, defects etc. Here, bars in a graph represent the values in descending
order i.e. the longest bar at the left side and the shortest bar is on the right side and the cumulative total
is represented by Lines.The left vertical line or axis represents the frequency of occurrences; this
occurrence may be related to cost, defects or any other unit of measure. The right vertical axis
represents the cumulative percentage of the total number of occurrences.

#5) Control Charts

Control charts that are also known as Statistical Process Control are used to determine if the business
processes are in a state of control. The Control Chart is a graph that shows how the process changes
over time.

#6) Histogram

A histogram is a graphical representation in a bar chart that shows pattern falls within different
conditions. It is a distribution of numerical data and it provides necessary information about shape and
dispersion or spread of a set of sample data. The numerical information can be of any type such as
marks received during the exam, the number of new employees joined within a particular month, the
number of complaints received per category etc. The Histogram shows the intensity of a particular
problem and displays data in a visual format.

#7) Scatter Diagram

Scatter Diagram is a graphical representation which shows the relation between two variables. It is a
quality management tool, in which data is represented as a point and each point plotted on the graph
indicates the value on the horizontal and vertical axis.

5. What is Time Management? “Time management” is the process of organizing and

planning how to divide your time between specific activities. Good time management enables
you to work smarter – not harder – so that you get more done in less time, even when time is
 tight and pressures are high. Failing to manage your time damages your effectiveness and
causes stress.
6. One of the major problems of an organization is “time waste” Name two major ways of time
waste.
7. What are the benefits of time management?
i. Greater productivity and efficiency.
II. A better professional reputation.
III. Less stress.
IV. Increased opportunities for advancement.
V. Greater opportunities to achieve important life and career goals.

Failing to manage your time effectively can have some very undesirable consequences:

I. Missed deadlines.
II. Inefficient work flow.
III. Poor work quality.
IV. A poor professional reputation and a stalled career.
V. Higher stress levels.
8. Briefly explain the techniques of time management?
 Delegation
 Prioritize
 Freedom
 Work must be done anyway
 Reward your employees
 Keep a log
 To done list
 To don’t list
9. Write short noted on following

• Bench marking Benchmarking is a process of measuring the performance of a company’s

products, services, or processes against those of another business considered to be the best in the
industry The point of benchmarking is to identify internal opportunities for improvement

• Systems A system is a group of interacting or interrelated entities that form a unified

whole

• Forecasting Forecasting is the process of making predictions of the future based on

past and present data and most commonly by analysis of trends

• MBO Management by Objectives (MBO) is a strategic approach to enhance the

performance of an organization. It is a process where the goals of the organization are defined and
conveyed by the management to the members of the organization with the intention to achieve each
objective.
 10 Describe PDCA cycle of Quality improvement.

The PDCA Cycle can help differentiate a company from its competition, especially in today’s corporate
world, where anything that can help them streamline their processes to reduce costs, increase profits,
and improve customer satisfaction can offer an advantage

Plan A well-defined project plan provides the framework from which to operate.
Importantly, it should reflect the organization’s mission and values. It should also map the project's
goals and clearly indicate the best way to meet them.

Do This the step where the plan is set in motion. The plan was made for a reason, so it is
important for players to execute it as outlined. This stage can be broken down into three sub-segments,
including training of all personnel involved in the project, the actual process of doing the work, and
recording insights, or data, for future evaluation.

Check

Typically, there should be two checks throughout the project. First, checks should be done alongside
implementation to make sure that the project's objectives are being met. Second, a more
comprehensive review of the project should be done upon completion to allow for successes and
failures to be addressed, and for future adjustments to be made.

Action

Corrective actions are made in the final step. Once past mistakes have been identified and accounted
for, the PDCA Cycle can be redefined and repeated anew in the future, perhaps to better results under
new guidelines.

11 “Quality has to be ensure at the beginning of every process” comment on this.

12 What do you mean by quality of a product and quality of a service?

Quality is the performance of the product as per the commitment made by the producer to
the consumer. Such commitment may be explicit or implicit i.e. in terms of written contract or in terms
to the QUALITY MANAGEMENT expectation of the average consumer of the product. The performance
of the product is concerned with the ultimate function and service which the product must provide to
the final; consumer.

Quality of service (QoS) is the description or measurement of the overall performance of a service, such
as telephony or computer network or a cloud computing service, particularly the performance seen by
the users of the network. What is the difference between management and administration?

13. What is the difference between management and administration?

Simply put, management can be understood as the skill of getting the work done from
others. It is not exactly same as administration, administration is the establishment of procedures,
policies, plans, objectives, goals The most important point that differs management from the
administration is that the former is concerned with directing or guiding the operations of the
organization, whereas the latter stresses on laying down the policies and establishing the objectives of
the organization.

14. What is organizational development?

 Organization development (OD) is the study of successful organizational change and performance

15. Briefly explain the difference between group and team.

A team is an interdependent group of individuals who share responsibility and are focused on a
common goal. People in a team have a mutual understanding with other members

A group is a collection of individuals who coordinate their individual efforts

Difference and Comparison

Basis Group Team
Meaning A group is made when independent A team is that group of interdependent
individuals, having something in individuals, who join hands for the
common, come together. realization of a specific goal.
Accountability Individual Individual and mutual
Decision-Making
Group members Team leader
Authority
Individual Growth Proper training but limited application Skill development and application
Focus On Individual goals Team goals
Dependency Independent members Interdependent members
Specific Roles
Assigned to No Yes
Individuals
Interpersonal
Not necessary Compulsory
Understanding
Leadership Unstructured Structured
Level of Trust Low High
Level of Commitment Low High
Conflict Management Weak Strong
Synergy Neutral or negative Positive