Page 120 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Unit 5: Quality Management

External Customers: These are the customers that buy the final product, which pays the Notes
organization’s bills.
Six Sigma: It is a disciplined, data-driven approach and methodology for eliminating defects in
any process-from manufacturing to transactional and from product to service.
Total Quality Management: It can be defined as “managing the entire organization so that it
excels in all dimensions of products and services that are important to the customer.”

5.11 Review Questions

1. What do you understand by leadership through quality? Examine the case of Jet Airways
and explain how they were able to attain a pre-eminent place in the Indian Aviation
Industry?
2. What are the principles of quality? Discuss.
3. What is ISO 9000? What are the certification requirements and why do manufacturers get
certified? Does it control quality? If so, how?
4. Quality Deployment Function has been widely regarded as a breakthrough in the quality
function. Discuss.
5. Select a convenient operation and identify its sources of variation. Describe how each
source can result invariability of output quality?
6. Identify different types of inspection and discuss their roles in the quality assurance and
control process.

7. What is the relationship between inspection and acceptance sampling?
8. What are the significant differences between quality control in manufacturing and service
organization? Explain why these differences exist?

9. What is six sigma methodology of Quality Control?
10. Write short notes on the following:
(i) Continual Improvement
(ii) Kaizen

Answers: Self Assessment

1. Eight 2. marshaling

3. Japan 4. process
5. unit 6. materials
7. conversion 8. customer perceptions
9. Kaizen 10. Equipment and Tooling

11. zero 12. physical
13. Soft 14. process output
15. data-driven 16. six
17. sampling by attributes 18. sampling plan

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