SIKKIM MANIPAL UNIVERSITY DEPARTMENT OF DISTANCE EDUCATION

ASSIGNMENT SEMESTER 4

NAME ROLL NUMBER LEARNING CENTER SUBJECT NAME MODULE NO DATE OF SUBMISSION AT THE LEARNING CENTRE FACULTY SIGNATURE

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ABHISHEK JAIN 511035358 02882 PROJECT QUALITY MANAGEMENT (PM0017) SET 2 31-MAY-11

MBA 4th Sem Assignment

Project Quality Management PM0017 Set 2

Master of Business Administration-MBA Semester 4 Project Quality Management PM0017

Assignment Set - 2
Q 1. Describe in brief the three major aspects of business processes. [10 marks] Ans: Business Process Management is a management approach focused on aligning the various aspects of an organization with the requirements of the clients. It promotes business effectiveness and efficiency while striving for flexibility, innovation and integration with technology. There are three major aspects to business processes. The first aspect is managing the business process, which includes keeping business process in running condition, pumping business transactions through them, and adapting to changing conditions and so on. The second aspect is measuring business processes, which includes collecting data about how processes are performing, how business transactions are flowing, and so on. The third aspect is improving business processes (must be continually improved). Business process management falls under the first aspect of business process; managing. Business Process Management for quality offers comprehensive solutions to business and quality management challenges. Q 2. Describe the organizational change model. [10 marks] Ans: An Organisational Change Model When organisational change is planned well, it results in tangible benefits including efficient use of resources, cost savings, and greater customer satisfaction. Organisational change model helps to understand the key organisational structures within a company in order to asses its potential for effective change. Organisational change involves implementing strategies that are developed to successfully manage change. Organisational change involves a three stage process which was originally explained by Kurt Lewin. Lewins change model: The activities that must take place to initiate and carry out successful organisational change are described by Kurt Lewins frame work. Unfreezing: This is the first stage in maintaining the organisations behavior. This stage involves preparing the organisation to accept the change that is necessary; this also involves breaking down the existing status before building a new way of operation. Unfreezing is sometimes accomplished through a process of psychological disconfirmation. Moving: This stage is also called as the change state. It is at this stage where people begin to resolve their uncertainty and look for new ways to do things. Shifting the behavior of the organisation, department or individual to a new level is done in this stage. It consists of intervening in the system to develop new behaviors, values and attitudes through changes in organisational structures and processes. Refreezing: This is the stage where changes are used all the time. Organisation is stabilised to a new state of equilibrium at this stage. It is often accomplished through the help of supporting mechanisms that strengthen the new organisational state, such as organisational structures and processes. Q 3.List and describe in brief the tools and techniques used for quality control. [10 Marks] Ans: Tools and techniques used for quality control Let us now see some of the tools and techniques used for quality control: Cause and Effect diagrams

Figure 1: A Generic Cause-and-Effect diagram 2011 Abhishek Jain - 511035358 Page 2 of 5

MBA 4th Sem Assignment

Project Quality Management PM0017 Set 2

This is also known as fishbone diagram or Ishikawa diagram which shows how various causes and sub causes relate to create potential problems or effects. This diagram shows the association between various events, and is a valuable analysis in developing ideas and in discovering the root cause of any problem. Figure 1 illustrates a generic cause-and-effect diagram. Control charts Control charts are used to determine whether or not a process is stable or has predictable performance. Flowcharting A flowchart is a graphical representation of a process showing the relationship among process steps. Histogram Histograms show a visual summary of the data, which is simple to understand. It is difficult to comprehend when data is presented in varieties, it is difficult to understand. In such cases this tool can be used. It is a type of bar graph that deals with data that exists in a continuous range from a lower number to a higher number. It displays the frequency of occurrence of an individual data points across the data from low to high. Histogram can be more easily understood than a table of collected numbers. Pareto diagram A Pareto diagram is a unique category of bar diagram that displays the relative frequency of several problems or actions. It shows the essential causes and assists in choosing the development efforts that are necessary to solve the problem on sequential basis. Pareto diagram is a problem-solving tool generally used for sorting out the significant causes that adds to a leading share of quality loss. There are various factors that have to be enhanced: defectives, time allotment, cost savings, etc. Each problem comprises of many minor problems that are complicated to know how to solve them. Run chart Process performances can be observed overtime using run charts. It is a line graph with data that vary around a centreline, usually the mean. It is used for processes that repeat, where performance is expected to be stable. It is a line graph that shows data plotted in the order in which they occur. Run charts show trends in a process over time, variation over time, or declines or improvements in a process over time. Trend analysis is performed using run charts and involves mathematical techniques to forecast future outcomes based on historical results. Trend analysis is often used to monitor: Technical performance: How many errors or defects have been identified, and how many remain uncorrected? Cost and schedule performance: How many activities per period were completed with significant variances? Scatter diagram The possible relationships between two variables are identified using scatter diagrams. In order to understand data as a whole, it is very important to understand the relationships among data elements Statistical sampling This involves choosing part of a population of interest for inspection. Sample frequency and sizes should be determined during quality planning. Inspection Inspection is the backbone of quality control. Inspection is used to identify problems. Every project or process can be inspected using subjective or objective criteria for weakness in conformance to standards. Inspection is the process of examining, measuring, and testing results to check if they confirm to actual requirements. Inspections may be conducted on the results of a single activity or on the final product of the project. Inspections may be conducted at any level. Reviews, product reviews, audits and walk-through are the other names given to inspection. Q 4. Define the five elements of the Six Sigma framework. [10 Marks] Ans: Five elements of the Six Sigma framework The management strategies like the Total Quality Control, Total Quality Management and Six Sigma are different from each other. As far as Six Sigma is concerned, there are five elements which govern the implementation strategy of this methodology. They are top management commitment, training schemes, project team activities, measurement system and the stakeholder involvement. Here, the stakeholders include the employees, owners, suppliers and customers. The Six Sigma framework is a 2011 Abhishek Jain - 511035358 Page 3 of 5

MBA 4th Sem Assignment

Project Quality Management PM0017 Set 2

formalised improvement strategy which has the following five steps: Define Measure, Analyse, Improve and Control (DMAIC). The improvement strategy is based on the training schemes, the project team activities and the measurement system. The top management commitment and the stakeholder involvement are all included in the framework. Without these two, the improvement strategy will function badly. All the five elements support the improvement strategy and the project improvement teams. Top management commitment The top level management commitment is required for successful execution. Training scheme Six sigma training adopts staged training level and is indicated by the colour of belts. This training helps to integrate Six Sigma methodologies within the organisation. The chronological order of belts are as follows: o White belts (WBs) This is the basic training that will help to understand the concept behind Six Sigma which discusses about DMAIC processes. Sometimes, there is a Yellow belt training which helps a basic working knowledge of the process improvement of projects. o Green belts (GBs) This is the next level of training which enables group of specialised team members to lead projects and teams and implement it at the project level. This level utilises the statistical and quality control techniques. o Black belts (BBs) These Six Sigma trained professionals complete an examination and are certified in their methods. The organisational structure is centred on the black belt who work on Six Sigma projects full time and also leads four to six projects per year. They perform all duties that involve implementation through all the levels of business. They lead teams and projects and provide training and mentoring for Green and Yellow belts. o Master black belts (MBBs) and the champions Master Black Belts is the mentor for green belt and black belt. They are a team of experienced Black Belts who act as the technical resources to the Black Belts and Green Belts. A Project manager can be a Master Black Belt. Champions are the organisations strategic and tactical business leaders. They are responsible to approve the Six Sigma project charters, review project progress which will ensure the success of Six Sigma projects in the business units. A project sponsor can be a Champion. Project team activities The organisation using Six Sigma would want the guidance for Black Belts (BBs) and Green Belts (GBs) for their project teams. Measurement system The measurement system of Six Sigma indicates performance (good, poor) and also predicts early indications of the problem. Stakeholder involvement Stakeholder include employees, suppliers, customers, owners and even the societys heart and minds which are involved in the improvement methodology. Q 5. Write short note on the characteristics of quality. [10 marks] Ans: The definitions of quality could be appreciated in a better way if we understand the characteristics of quality. Every product and service has a set of characteristics which help in identifying its quality. Let us now discuss some of the characteristics of quality. Functionality: It is a degree to which the equipment performs its intended function. The way the system responds to errors is critical in this characteristic. This is highly important for clinical equipments where minor error could be disastrous. Performance: The performance of product or service should comply with the user needs. Reliability: It is the capability of the product or service to perform as intended under normal conditions without unexpected failure. Relevance: It is the characteristics of a product or service by which it meets the actual needs of the user; it should be applicable, pertinent and appropriate to its intended use. Timeliness: The characteristic of timeliness stipulates that the product or service is delivered in time when it is needed to solve a particular problem and not after the problem is solved. This characteristic is very important for health and emergency relief work. Suitability: Suitability of a product or service is the fitness of its use, its appropriateness and correctness to the intended industry, for example the agricultural equipment has to be designed to perform under conditions the user will use it on. Completeness: The service provided should be complete and include the entire scope of services. For example completeness of a training session includes provision of all materials necessary to build a desired skill or knowledge. 2011 Abhishek Jain - 511035358 Page 4 of 5

MBA 4th Sem Assignment

Project Quality Management PM0017 Set 2

Consistency: Services have to be delivered in the same way for all the users. For example blood test has to be done in the same way for every patient. These quality characteristics are not limited to the service, equipment or material delivered to the end-users, it also applies to the service, equipment or material used by the project staff to deliver the project outputs. This also includes the machinery, computers, tools, vehicles and consulting services the project uses to carry out the activity. Q 6. List the benefits of Project Quality Management. [10 marks] Ans: Benefits of Project Quality Management Let us now discuss the benefits of quality in project performance. Customer satisfaction: It is the result of a quality project and product. If customers expectations are exceeded, the customer will not only readily accept the product but may come back for additional work when need arises. Satisfied customers may refer new customers generating additional work. Reduced cost: Quality processes help in reducing waste, unnecessary work and rework. It improves efficiency and supplies resulting in actual cost of the project being less than planned. Reduced cost may mean increased profit or more sales to an existing customer within existing profit margins. Increased competitiveness: Quality products and services, better project performance and reduced cost directly results in increased competitiveness in the global market-place. Fulfilment of social and economic responsibilities: Competitiveness increases profit effecting global economy and gives an opportunity to employ more people a social responsibility. W.Edwards Deming rightly stated: Improve quality, reduce costs, improve productivity , capture the market, stay in business, provide more jobs

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