FINAL EXAMINATION

PROJECT BASED EXAMINATION

NOVEMBER 2021 SEMESTER

COURSE : QUALITY MANAGEMENT

COURSE CODE : PMS3383
DURATION : 2 WEEKS
SUBMISSION : 9 MARCH 2022
FACULTY : BUSINESS AND ACCOUNTANCY
PROGRAMME : BACHELOR OF BUSINESS MANAGEMENT
BACHELOR OF ACCOUNTANCY
BACHELOR OF INDUSTRIAL MANAGEMENT
BACHELOR OF HUMAN RESOURCE
MANAGEMENT
LECTURER : MDM. NORLIANA BINTI AHMAD SHAH
MDM. NAFIZA BINTI MAHAYUDDIN
MDM. NORJIAH BINTI MUSLIM

INSTRUCTIONS TO CANDIDATES
Students must ensure that they have stable internet connectivity during uploading the
answer.

Students must consult the lecturer regularly during the completion of the project.

Each student is allowed only one submission; therefore, all answers must be submitted at
once.

DECLARATION:

I hereby declare that all the answers I have submitted is entirely my own work and I understand
that there are disciplinary penalties for cheating, plagiarism and inappropriate collusion.

This Question Paper consists of 7 PAGES.

CONFIDENTIAL

C
 FBA/PMS3383/NOV21

SECTION A: STRUCTURED QUESTIONS (100 MARKS)

ANSWER ALL QUESTIONS

Service Improvement Project

Project description:

This project requires a group of 3-5 students to analyze and suggest improvements based on
quality point of view for education industry. Each group will be required to propose a new or
improvise the current services offered by the chosen institutions. Following is the input that
each group is required to perform.

Project requirements:

1. Conduct secondary analysis to understand the current problem of services offered by the
institution. Sources of secondary data include books, personal sources, journals,
newspapers, websites, government records etc.

Extract the customer dissatisfaction feedback or comments towards the services offered
by the institutions. Key in all the data in an Excel document that includes the
respondents’ justification. Then refine the customer needs inputs into FIVE (5)
categories using affinity diagram.

(Please refer to Appendix I for the criteria that will be evaluated for this question).
(30 marks)

2. Based on the affinity diagram data, prepare a Pareto Chart. Determine which customer
dissatisfaction(s) fall into the 80% of the total results (please refer to Appendix II (a) for
the criteria that will be evaluated for this question).
(15 marks)

3. Following the above requirement (Question 2), draw Fishbone diagram based on the
highest Pareto result. The input of the fishbone must come from the respondent
justification (please refer to Appendix II (b) for the criteria that will be evaluated for this
question).
(25 marks)

4. Finally, propose FIVE (5) improvement plans to solve the services problem.

Each group will need to submit a Video Report recording in not more than 5 minutes to
present your idea of improvement plan activities that you have suggested (please refer to
Appendix III for the criteria that will be evaluated for this question).
(30 marks)

CONFIDENTIAL/2
 FBA/PMS3383/NOV21

Submission dateline:

Kindly submit all the inputs and output (excel data, project-based report and improvement
plan video) from the improvement Project on 9 March 2022 through e-learning portal.

END OF QUESTION PAPER

CONFIDENTIAL/3
 FBA/PMS3383/NOV21

Faculty of Business and Accountancy

(Academic Year: 3/21/34)
Semester: NOVEMBER 2021

PROJECT BASED COVER PAGE

Course details

Course Code : PMS 3383

Course Name : QUALITY MANAGEMENT

Lecturer’s Name :

Institution Name : ___________________________

Student’s Detail

NAME MATRIC NO. PROGRAMME

1.
2.
3.
4.
5.

CLO 1 /30
CLO 2 /40
CLO 3 /30
Overall Marks /100

CONFIDENTIAL/4
 FBA/PMS3383/NOV21

APPENDIX I

PMS 3383 QUALITY MANAGEMENT

PROJECT BASED EXAMINATION
QUESTIONNAIRE EVALUATION FORM

Quality of affinity diagram

Any Relevant 5 Main Points x 1 Mark = 5 Marks

Subpoints: 5 Main Points x 5 Subpoints x 1 Mark = 25 Marks

CLO 1 TOTAL MARKS: ____/ 30 Marks

COMMENTS:
__________________________________________________________________________

EVALUATOR’S NAME:

SIGNATURE: DATE:

CONFIDENTIAL/5
 FBA/PMS3383/NOV21

APPENDIX II

PMS 3383 QUALITY MANAGEMENT

PROJECT BASED EXAMINATION
PARETO EVALUATION FORM

(a) Quality of Pareto

ITEM FULL MARKS MARK

Correct X and Y axis 2 marks
Percentage straight line 1 mark
Plotting percentage 4 marks
Percentage curve line 1 mark
80% line 1 mark
Bar graph 5 marks
Conclusion 1 mark

CLO 2: TOTAL MARKS: ____/ 15 Marks

(b) Quality Of Fishbone Diagram

5 Main Causes x 5 Subpoint = 25 Marks

CLO 2: TOTAL MARKS: ____/ 25 Marks

TOTAL MARKS = ______/ 40 MARKS

COMMENTS:
__________________________________________________________________________

EVALUATOR’S NAME: ________________________________

SIGNATURE: DATE:

CONFIDENTIAL/6
 FBA/PMS3383/NOV21

APPENDIX III

PMS 3383 QUALITY MANAGEMENT

PROJECT BASED EXAMINATION
PROBLEM SOLVING & DECISION-MAKING EVALUATION FORM

1 No improvement and evidence

2 Poor improvement and evidence
3 Limited improvement and evidence
4 Adequate improvement and evidence
5 Good improvement and evidence
6 Excellent improvement and evidence

Problem solving & decision-making quality

1 2 3 4 5 6
Improvement 1
Improvement 2
Improvement 3
Improvement 4
Improvement 5

CLO 3: TOTAL MARKS: ____/30 MARKS

COMMENTS:
__________________________________________________________________________

EVALUATOR’S NAME:

SIGNATURE: DATE:

END OF QUESTION PAPER

CONFIDENTIAL/7