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ASSIGNMENT
Course
Code : MS - 96
Course
Title : Total Quality Management
Assignment
Code : MS-96/TMA/SEM - II/2014
Coverage
: All Blocks
Note
:Attempt all the questions and submit this assignment on or
before 31st October, 2014 to the coordinator of your study centre.
Q.
1. Select a restaurant of your choice. Identify some of the micro operations
that might be found in a good restaurant operation. List out the things which
might go wrong in each of them, thereby affecting the quality of the
restaurant. Assess the impact of them on the end user or external customer.
Answer:
Honeydukes Restaurant, it is one of the macro operations.
The micro operation starts from buying ingredients from suppliers, receiving
and stocking up the ingredients and preparing the ingredients. Then as for
customers, they need to queue up for ordering and pay for the food, the cook
will then prepare the food according to the orders from the customers and the
food will be served. The last micro operation would be clearing up the tables
for the other customers. The facility is the restaurant building itself and
staffs are the one who order the ingredients and food (materials), cook and
serve customers. The information would be the menu. The predominant resource is
customers. The business for it is accountable on the customers. Without them,
the restaurant would go bankrupt. The customers of the restaurants are usually
older people, women and children.
Q.
2. Read the manual of ISO 9000 or an equivalent and assess its potential impact
and relevance on the quality of an organization.
Answer:
ISO 9000 is a set of international standards of quality
management that have become increasingly popular for large and small companies
alike. "ISO is grounded on the 'conformance to specification' definition
of quality, " wrote Francis Buttle in the International Journal of Quality
and Reliability Management. "The standards specify how management
operations shall be conducted. ISO 9000's purpose is to ensure that suppliers
design, create, and deliver products and services which meet predetermined
standards; in other words, its goal is to prevent non-conformity." Used by
both manufacturing and service firms, ISO 9000 had been adopted by more than
100 nations as their national quality management/quality assurance standard by
the end of 1997.
Q.
3. Why do organizations go for Quality Awards? Discuss with the help of an
example, the advantages and disadvantages for an organization considering
applying to be assessed for a major quality award.
Answer:
The Northern Ireland Quality Awards process was established
in 1994. Based on the internationally recognised EFQM Excellence Model, the
process provides one of the most robust means of assessing how well an
organisation is performing. The criteria, whilst comprehensive, are appropriate
to all types and sizes of organisation, irrespective of sector. Of the 200 plus
organisations that have been involved in the process, the applicants include
micro-businesses, Government Agencies, Large Public sector Departments,
Councils, Schools and Colleges, Hotels, multi-national private companies and
those from the Voluntary sector.
Q.
4. The worldwide fast-food restaurant chain McDonalds has never actually used
TQM guide. Despite this, their quality is renowned for being excellent
throughout the world. Explain this keeping in mind the concepts of Total
Quality Management.
Answer: TQM evolved out of applications in manufacturing companies such as
Toyota, IBM, and Motorola. In the 1990s service companies began to realize that
they could benefit from quality management. This is important since the service
sector is the largest segment of the U.S. economy employing almost three times
as many people as
Q. 5. Do you think that
Professional status and code of ethics are important for an organization?
Justify giving examples.
Answer:
Business organizations often develop several different
policies, rules and guidelines for governing their operations. While home-based
or sole proprietorship businesses usually require fewer policies, larger
organizations use these guidelines to manage employee behavior. A code of
ethics is a common organizational policy used in business organizations. The
code of ethics policy usually sets the minimum standards for business owners,
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