Jaypee Institute of Information Technology (JIIT) 2008 B.E Test 1 : Total Quality Management - Question Paper
JAYPEE UNIVERSITY OF INFORMATION TECHNOLOGY WAKNAGHAT TEST 1 8 SEMESTER 2008
COURSE CODE: 07B8IPDI09 TIME: 1HOIK
COURSE NAME: TOTAL QUALITY1 MANAGEMENT MAX MARKS: 20
COURSE CREDIT: THREE
Total Qualify Management is customer oriented as opposed to being product/service oriented. Discuss this statement. (3)
2. Customer retention is more powerful and effective than customer satisfaction. Explain this statement. (3)
3. Quality improvement necessitates increase in the price of the product. Comment. (3)
4. As a manager of Airtcl Relationship Centre, describe how you would train front-line employees to handle customer complaints. (3)
5. Read the case given below and answer the following questions:
Mr. Abdul Ahmed, Production Manager. Horizon Exports Ltd. Hyderabad, faced a decision in 2007. The rejection rate of their exports of readymade garments was 20 percent of total production. He also felt that their productivity was not as high as it might have been.
Horizon Exports Ltd was a large company exporting ladies fashion garments made of pure cotton. Their main product items were blouses, skirts, dresses, shirts, pants, etc. Their main overseas markets were USA. Europe and Japan. They had about 2000 workers engaged in production through their various subcontractors.
Production was carried out by 138 subcontractors. They did not utilize assembly line production, each individual worker carried out at) the jobs required on each garment. The machinery and equipment used by the subcontractor was about 15 to 20 years old. These domestically manufactured machines had a low output and were not suited to high technology applications. Mr. Abdul knew that male workers performed 60 percent of total production and the rest was done by females. He also knew that while male workers were always willing io work overtime, their absentee rate was greater than that of women. Abdul felt that productivity could be higher, and he wandered how he should approach this issue.
The company purchased raw material from several sources and had tl dyed by different concerns, which sometimes caused variation in the colors. The company subcontracted the stitching of the garments to local suppliers. Both dyeing and inferior stitching caused the rejection rate to rise to 20 percent of their total production. Mr. Abdul was worried about this high rate of rejection, and wondered what sequence of steps he should take to help reduce this high rejection rate.
Questions:
1. What alternatives are available to Mr. Abdul0 (4)
2. Other than purchasing higher technology machinery, in what ways might Mr. Abdul increase the effectiveness and efficiency of the dyeing and stitching operations? (4)
|
Attachment: |
| Earning: Approval pending. |
