ASSIGNMENT

NAME HARISH JG
ROLL NUMBER 2414102089
PROGRAM BACHELOR OF BUSINESS ADMINISTRATION
(BBA)
SEMESTER II
COURSE CODE & NAME DBB1204 & QUALITY MANAGEMENT
 Assignment Set – 1
Q 1. Discuss Philip Crosby’s Four Absolutes of Quality with suitable example.
Ans: Philip Crosby has a colossal reputation as being a quality pioneer in the creating industry,
having composed various books on quality between 1968 and 1999.
Some of the well-known work that he’s cited on as often as possible consolidate: “quality is
free”, “zero absconds through prevention”, and his “4 absolutes of quality”.
Although Crosby talked of these things from his setting of creating era line companies, his
lessons are routinely particularly ported over to the computer program industry, without
question.
Having been included in various twitter discourses in the past with regard to Crosby’s work,
and having examined a few of his books and past work, this web diary is to exchange my
contemplations at a more significant level around Crosby’s “4 absolutes of quality” from his
book “Quality is free”. The 4 absolutes, to me, back the talks enveloping zero absconds through
evasion and quality being free
Philip Crosby's Four Absolutes of Quality are a set of benchmarks that emphasize nonstop
upgrade and gathering client prerequisites:
• Conformance to prerequisites: Quality is characterized as assembly or surpassing
client prerequisites - Equipment items that are made the same way each time, over and
over, to a exceptionally particular made determination – each physical item made needs
to fit that spec. The quality of the fabricating may be seen as each and each person
fabricated item fitting that shape. Any deviation from that form would be considered a
deformity. And quality control – the act of physically checking a rate of fabricated items
to see for “defects” (i.e. “non-conformance” to the equipment determinations) is a
implies of finding deviations and nourishing back to resolve issues relating to the
generation line, be it apparatus that’s coming up short, or individuals that are making
botches, or that the generation line is attempting to move as well rapidly, etc Quality is
characterized as gathering or outperforming client necessities - Hardware things that
are made the same way each time, over and over, to a especially specific made
assurance – each physical thing made needs to fit that spec. The quality of the
manufacturing might be seen as each and each individual created thing fitting that
shape. Any deviation from that frame would be considered a defect. And quality control
– the act of physically checking a rate of made things to see for “defects” (i.e. “non-
conformance” to the gear judgments) is a suggests of finding deviations and reinforcing
back to resolve issues relating to the era line, be it device that’s falling level, or people
that are making botches, or that the era line is endeavoring to move as well quickly, etc.
• Prevention of Defects: Center on expecting botches and surrenders from happening,
or possibly than recognizing and altering them a while later. Gear botches are
uncommonly costly. Finding forsakes reasonable a few time as of late shipping a thing
to clients might show up like a triumph, but think of the brought of the materials and
the time on essentially requiring to reset the line to amend the distortion and re-run the
era line to resolve the issues. So as much deformation expectation as humanly
conceivable shows up like a sound strategy for gear manufacturing.
• Zero defects: Center on anticipating mistakes and surrenders from happening, or
maybe than identifying and adjusting them afterward. Equipment blunders are
exceptionally expensive. Finding abandons fair some time recently shipping a item to
clients might appear like a victory, but think of the fetched of the materials and the time
on basically requiring to reset the line to rectify the deformity and re-run the generation
line to resolve the issues. So as much deformity anticipation as humanly conceivable
appears like a sound methodology for equipment manufacturing.
• Zero surrenders: Endeavor for flawlessness by killing absconds, not fair
lessening them
• Set clear quality standards
• Train representatives thoroughly
• Foster a culture of open discussion
• Identify quality issues that expend the most budget
• Understand client needs
• Create a quality enhancement team
• Monitor the handle to distinguish root causes
• Take remedial action
• Measurement of quality: Quality is measured by the cost of nonconformance, not by
records
• Customer fulfillment: How fulfilled clients are with the item or service
• Process execution: How well forms are performing
• Employee engagement: How locked in representatives are
• Financial affect: The budgetary affect of TQM initiatives
• Compliance with quality measures: How well the organization complies with
quality standards
• Number of enhancement ventures: How numerous advancement ventures are
implemented
• Savings or benefits: The investment funds or benefits created by enhancement
initiatives
• Impact on quality: How advancement activities affect quality
• Impact on proficiency: How advancement activities affect efficiency
• Alignment with vital destinations: How well enhancement objectives adjust
with vital objectives
 • Crosby's standards are based on the thought that quality is a persistent prepare
of enhancement. He too accepted that companies ought to treat quality truly all through
the organization, from best to bottom.

Q2. Who is customer? Discuss the different types of customers with suitable example.
Ans: A customer is a person or business that buys a product or service from another business
or person. Customers differ from consumers in that customers purchase a product or service,
while consumers use the product.
Customers are important to businesses because they drive revenue and keep businesses
operating. Businesses can improve their customer experience by understanding the different
types of customers they serve.
. Transactional relationship: Customers typically have a one-time or infrequent relationship
with a business.
Varied needs and preferences: Customers have different needs and preferences, so
businesses may need to tailor their products and services.
Focus on convenience :Customers are often attracted to businesses that are convenient and
accessible, such as those with easy online ordering, multiple payment options, and responsive
customer service.
The term "customer" is sometimes used interchangeably with the term "consumer", but there
are some differences between the two:
Customer: A customer needs to purchase a product or service in order to use it.
Consumer: A consumer uses or consumes a product or service, whether they purchased it or
not
Here are some different types of customers:
• Loyal customers
These customers are a minority of the customer base, but they generate a large portion of
sales. They make repeated purchases and often act as brand advocates.
• Impulse customers
These customers buy without a specific product in mind, and they often buy based on emotion
rather than logic.
• Discount customers
These customers shop frequently and look for the best deal, often based on markdowns. They
help clear out old inventory.
• Need-based customers
These customers have a specific product in mind when they shop.
• Wandering customers
These customers are not sure what they want to buy, and they often browse products and
services without committing to a purchase.
• Demanding customers
These customers expect the best customer service every time they interact with your brand.
• Angry customers
These customers are dissatisfied with a product or service, often due to unmet expectations or
unresolved issues.
• New customers
These customers are valuable to your company because they have the potential to become
loyal customers or brand advocates.
• Referred customers
These customers come to your business from the recommendations of your loyal customers
and brand advocates.
• Brand advocates
These customers are one step beyond loyal customers, and they actively share their experience
with your brand, products, or services.

Q3. What is cost of quality? Why is it important to measure? List common costs of poor
quality.
Ans: Taken a toll of quality (COQ) is a strategy for calculating the add up to fetched a trade
causes to deliver a item or benefit that meets quality measures:
Prevention costs: The taken a toll of exercises that avoid potential issues from emerging,
such as representative preparing programs
Appraisal costs: The taken a toll of assessing the quality of items or administrations
Failure costs: The fetched of inner and outside disappointments, such as scrap and revamp,
client complaints, and commerce misfortune
COQ is a vital component in trade operations, particularly in fabricating and benefit
businesses. It makes a difference businesses:
➢ Understand how quality impacts the bottom line
➢ Analyze and improve their quality operations
➢ Identify cash drains
➢ Balance the price and quality relationship of their products
➢ Justify the cost of corrective actions and improvement projects
➢ Prioritize quality efforts and activities with their company's financial goals
Avoid overspending, which can contrarily affect partners, group individuals, and customers
Quality is imperative since it can lead to numerous benefits, including:
• Better experience
Higher quality items and administrations tend to final longer, work way better, and give a way
better experience.
• Increased satisfaction
Quality-driven endeavors can lead to a sense of achievement and pride.
• Reduced costs
Quality control can offer assistance diminish generation costs by anticipating the generation
of second rate items and squander.
• Increased productivity
Quality affirmation can offer assistance streamline operations and decrease changeability,
which can lead to expanded efficiency.
• Better asset utilization
Proper utilization of assets can offer assistance anticipate staff from being overburdened or
underperforming.
• Increased revenue
When a item matches client prerequisites, request increments, which can lead to higher benefit
levels.
• Enhanced brand professionalism
Quality can offer assistance an organization build up a notoriety for conveying high-quality
items and administrations, which can lead to expanded commerce openings and a more
grounded brand.
• Employee involvement
Quality control can offer assistance progress the mechanical climate by expanding
representative resolve and driving to superior employer-employee relations.
The Taken a toll of Destitute Quality (COPQ) is a trade metric that measures the costs related
with giving destitute quality items or administrations:
• Definition: The add up to fetched of disappointments, counting coordinate and backhanded
costs
• Purpose: Makes a difference companies get it how benefit is influenced by quality, and
prioritize advancement activities
• Measurement: Measured as a rate of deals or add up to costs
• Categories: Incorporates evaluation costs, inner disappointment costs, and outside
disappointment costs
COPQ can incorporate:
• Waste and variation
• Overheads to settle the issue
• Rework costs
• Lost openings such as churned clients or reputational damage
• Labor, transfer, fabric, and review costs
• Sales returns and allowances
• Service level ascension penalties
• Complaint handling
• Field benefit labor and parts costs brought about due to guarantee obligations
• The taken a toll of guarantee claims, substitution items, and the time and assets required to
repair the products
COPQ can be assessed to be around 20% or more of the costs of merchandise sold. Effective
companies are always attempting to diminish the COPQ.
 Assignment Set – 2
Q 4. What is meant by Benchmarking? What are the different types of Benchmarking?
Ans: Benchmarking is a prepare that compares trade forms and measurements to recognize
regions for enhancement. The objective is to increment a company's competitive advantage
by distinguishing crevices in administrations, items, or forms.
Benchmarking is characterized as the prepare of measuring items, administrations, and forms
against those of organizations known to be pioneers in one or more viewpoints of their
operations.

Benchmarking is the handle of measuring key trade measurements and hones and comparing
them—within commerce ranges or against a competitor, industry peers, or other companies
around the world—to get it how and where the organization needs to alter in arrange to make
strides performance

Comparisons with competitors or companies that perform errands well can offer assistance
you optimize your work. This handle is known as “benchmarking.” A term beginning in arrive
studying, benchmarking is around measuring measurements and hones and at that point
comparing them with information from other businesses.

Some other sorts of benchmarking incorporate:

Strategic benchmarking, Execution benchmarking, Prepare benchmarking, Nonexclusive
benchmarking, Useful benchmarking, and Universal benchmarking.
The benchmarking prepare ordinarily includes the taking after steps:
➢ Selecting a subject to benchmark
➢ Deciding which organizations to benchmark
➢ Documenting current processes
➢ Collecting and analyzing data
➢ Measuring execution against the data
➢ Creating a plan
➢ Implementing changes
➢ Repeating the process

There are a few sorts of benchmarking, including:

• Internal benchmarking
Compares execution and hones between distinctive offices or bunches inside the same
organization. This can offer assistance recognize ranges for advancement and best hones. For
illustration, a company can compare the deals procedures of distinctive locales to execute
viable methods over the company.
• External benchmarking
Compares an organization's execution to other organizations in the same industry or over
businesses.
• Competitive benchmarking
A sort of outside benchmarking that compares an organization's execution, items, or
administrations straightforwardly with its competitors. This can offer assistance survey a
company's qualities and shortcomings relative to others in the same showcase.
• Strategic benchmarking
Involves analyzing the best hones and procedures of the most effective companies and
executing them into your claim hone.
• Performance benchmarking
Involves assessing a company's generally execution by comparing particular measurements
to those of competitors or industry measures. This can offer assistance distinguish zones for
advancement and prioritize activities.
Benchmarking is a key administration approach that points to pick up a competitive edge,
recognize ranges for enhancement, and set execution targets

Q 5. Write short notes on the following concepts:

➢ Recognition and rewards
➢ Suggestion systems
Ans: Recognition and rewards are devices that can offer assistance spur workers and progress
their execution. Here are a few things to know almost acknowledgment and rewards:
Recognition
Recognition is an intangible way to appear appreciation to representatives for their endeavors.
It can be given through words of appreciation, grants, or open affirmation. Illustrations of
acknowledgment incorporate:
➢ Emails or notes of appreciation
➢ Employee of the month/quarter/year
➢ Peer-to-peer acknowledgment programs
➢ Celebratory occasions
Rewards
Rewards are motivations that representatives get in expansion to their normal compensation
or compensation. They can be financial or non-monetary. Cases of rewards incorporate:
➢ Bonuses
➢ Salary increments
➢ Expanded healthcare plans
➢ Job advancements
➢ Parking space
➢ Flexible work alternatives
➢ More get-away time
➢ Points-based rewards
A points-based remunerate framework can be a great way to adjust the require for
personalized rewards with the require for group support. In this framework, workers are given
a set number of focuses each week, month, or quarter. They can at that point allow these
focuses to colleagues and recover them for rewards from a catalog.
Benefits of rewards and recognition
Rewards and acknowledgment programs can offer assistance workers feel esteemed and
acknowledged, which can lead to expanded engagement and superior performance.
A proposal framework is a program that energizes representatives to share thoughts that can
make strides a company's operations, items, or administrations. It's a way for workers to
communicate with administration, and it can advantage both parties.
Suggestion is exceptionally valuable since it permits us to attempt out unused thoughts and
behaviors to see which ones are way better than the ones we had already, which makes
proposal an imperative portion of changing our behavior
Here are a few benefits of a recommendation system:
• Two-way communication
Employees can yield thoughts, and administration can acknowledge or dismiss them, and
some of the time give input.
• Employee voice
Suggestion frameworks grant representatives a part in setting company arrangements and
strategies.
• Improved communication
Suggestion frameworks can make strides communication between representatives and
administration.
• Increased innovation
Suggestion frameworks can empower workers to recognize issues and recommend
arrangements.
Suggestion frameworks can be executed utilizing conventional proposal boxes, or through
more proficient computerized programs. They work best when connected with other quality
activities, such as Incline Administration, Six Sigma,
Q6: Discuss about Rajiv Gandhi National Quality Award in detail.
Ans: The Rajiv Gandhi National Quality Awards is the national quality Awards given by the
Bureau of Indian Guidelines to Indian organizations that appear greatness in their execution.
It is named after Rajiv Gandhi, the previous Prime Serve of India, and was presented in 1991
after his death.
The Awards points to advance quality administrations to the buyers and to donate uncommon
acknowledgment to associations that contribute altogether towards the quality development
of India.
The Awards is displayed to associations in five wide categories: expansive scale fabricating,
little scale fabricating, expansive scale benefit segment, little scale benefit segment and best
by and large. Besides, there are 14 commendation certificates for associations appearing
fabulousness in different areas, counting but not constrained to biotechnology, chemicals,
hardware, nourishment and drugs, metallurgy, materials, gems, instruction, back, healthcare
and data technology.
Apart from the certificated and Awardss, the champ of Best of All gets a money related prize
of ₹500,000 (US$5,900), whereas the other four Awardss carry a cash prize of ₹200,000
(US$2,300). The commendation certificate carries a monetary motivation of ₹100,000
(US$1,200).
The Rajiv Gandhi National Quality Awards is an yearly Awards that recognizes Indian
organizations that illustrate brilliance in quality and benefit. The Awards was set up in 1991
by the Bureau of Indian Measures and is named after the late Prime Serve Rajiv Gandhi. The
award's objectives incorporate:
• Promoting quality administrations to consumers
• Recognizing organizations that contribute to India's quality movement
• Encouraging Indian fabricating and benefit organizations to endeavor for excellence
• Generating intrigued in quality inside India's industry
The Awards is displayed in different categories for both huge and little organizations in
fabricating and administrations. To be qualified, organizations must: Be in trade for at
slightest three a long time, Meet or surpass client desires, and Utilize add up to quality
administration hones.
The Awards prepare makes a difference organizations survey their commitment to quality,
analyze their qualities and shortcomings, and learn more almost their level of quality.