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World Class Operations-NMIMS Sep 17

World Class Operations-NMIMS Sep 17

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Q1: The Mumbai Dabbawalas have achieved Six Sigma Quality in Customer Service Excellence. What do you understand by Six Sigma Quality in Customer Service Excellence? Briefly explain the features of Six Sigma Quality in Customer Service Excellence. (10 Marks)


Q2: "TPM is a maintenance philosophy aimed at eliminating production losses due to equipment status." As an operations Manager, how can you implement TPM in your firm? (10 Marks)


Q3a: "To achieve world class standards in operations, an increasing number of firms are adopting the best tools and practices with the aim of maximizing production, reducing costs, eliminating waste and delivering quality products." How far do you agree with this statement? Give a suitable example in support of your answer by selecting a firm from the Indian automobile industry. (5 Marks)


Q3b: Select a firm of your choice from the Indian fast moving consumer durables industry and briefly explain how the firm has successfully implemented the principles of World Class Manufacturing. (5 Marks)

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