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INSTITUTE OF MANAGEMENT STUDIES
DEVI AHILYA VISHWAVIDYALAYA, INDORE
June 2021
M.B.A. (HA) 2 Year EXAMINATION
SEMESTER - II
Quality Management
Time: 3 Hrs. Max Marks: 60

Note: Attempt any FIVE questions. Each question carries 12 marks.

Q1) How Stephen Covey’s “Seven habits of highly effective people” help a leader to become
more effective.
Q2) With the help of an example, explain Five ‘W’ and One ‘H’?
Q3) Describe the “P-D-C-A cycle” for problem solving.
Q4) Discuss the steps involved in designing customer satisfaction surveys.
Q5) What is “quality function deployment”? Describe briefly the QFD approach.
Q6) Define the term ‘service quality’ and state the determinants of service quality?
Q7) You are given the values of sample mean (X) and the range (R) for 10 samples of size 5
each. Draw mean and range charts and comment on the state of the control of the process.
Sample 1 2 3 4 5 6 7 8 9 10
No.
X 43 49 37 44 45 37 51 46 43 47
R 5 6 5 7 7 4 8 6 4 6