MS – 96 Total Quality Management

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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.

 

 

1. 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.

 

2. 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.

 

3. 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.

 

 

 

4. 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

5. 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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