MNGT 420 –Quality Management
Note: Support your answer with proper sketches, diagrams.
1. The seven basic tools of Quality for the purpose of improvement are an important
aspect of Strategic Quality planning. List these basic tools and develop a logical
map of order for the implementation of these tools. ( 3 marks)
2. Quality Function Deployment (QFD) is a means for implementing customer needs
into functional design. The mission of ABC Audio LLC is to deliver highperforming, rugged and reliable quality audio products to its customers. Design and
explain step by step QFD process to achieve the mission of ABC Audio LLC. (4
marks)
3. One way to improve perceptions of quality is to improve the process of delivery of
the service by Services Blueprinting. Identify any one small service business (like
Rent- A- car, Insurance agency, Laundry etc.) and prepare the Service Blueprint for
the organization. ( 3 marks)
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