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SRM VALLIAMMAI ENGINEERING COLLEGE

SRM Nagar, Kattankulathur – 603 203

DEPARTMENT OF
ELECTRONICS AND INSTRUMENTATION ENGINEERING
QUESTION BANK

VII SEMESTER

GE8077 -TOTAL QUALITY MANAGEMENT

Regulation – 2017

Academic Year 2020-2021

Prepared by

Dr. R. Umamaheswari, Assistant Professor / EIE

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SRM VALLIAMMAI ENGINEERING COLLEGE
SRM Nagar, Kattankulathur – 603 203.

DEPARTMENT OF EIE
QUESTION BANK
SUBJECT : GE 8077 - TOTAL QUALITY MANAGEMENT
SEM / YEAR : VII / IV
UNIT-1
INTRODUCTION
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product
and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran
and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction,
Customer complaints, and Customer retention
PART-A
S. BT Competence
Questions
No Level
1. Define Quality. BTL 1 Remember
2. What are the measure dimensions of service quality? BTL 5 Evaluate
3. Why is quality required in products and services today? BTL 3 Apply
4. How can I practice kaizen? BTL 4 Analyze
5. Give the six basic concepts of TQM. BTL 2 Understand
6. What are the elements of TQM? BTL 1 Remember
7. Mention some of the contributions of Juran. BTL 2 Understand
8. What are the four absolutes of quality defined by Crosby? BTL 1 Remember
9. What are the barriers to implement TQM? BTL 1 Remember
10. How is Customer retention focused in TQM? BTL 5 Evaluate
11. Compare TQM & TQM frame. BTL 2 Understand
12. What are the different ways to create customer-oriented culture in an BTL 6 Create
industry?
13. Compare appraisal and failure costs. BTL 2 Understand
14. Define prevention costs. BTL 1 Remember
15. Compare Quality requirements before and after TQM. BTL 4 Analyze
16. Write an example for quality statements. BTL 3 Apply
17. Name any 4 methods of receiving customer complaints. BTL 3 Apply
18. What is quality emphasized by industry today? BTL 6 Create
19. Differentiate Quality of Conformance and Quality of Performance. BTL 4 Analyze
20. What is the relationship between competition and customer focus? BTL 1 Remember

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PART-B
1. Describe Deming’s philosophy for quality management. (13) BTL 1 Remember
2. (i) Write down the underlying principles of TQM. (7) BTL 2 Understand
(ii) Describe the various dimensions of quality. (6)
3. (i) Compare the dimensions of product quality and service quality BTL 4 Analyze
with example. (6)
(ii) Explain in detail the various principles of quality management.
(7)
4. What is service quality? Explain its various elements towards BTL 4 Analyze
customer satisfaction. (13)
5. Elaborate on TQM framework and importance of each element. (13) BTL 1 Remember
6. (i) Examine evolution, pillars and potential benefits of TQM. (7) BTL 3 Apply
(ii) What are the obstacles to TQM implementation? Explain. (6)
7. Describe Joseph M. Juran’s contribution towards TQM. (13) BTL 1 Remember
8. Explain the 14 steps involved in Crosby’s total quality approach. BTL 2 Understand
(13)
9. Elaborate the Quality statements of manufacturing company with an BTL 2 Understand
example and explain the actions of Quality statements. (13)
10. (i) Explain why and now we should retain the customer using an BTL 6 Create
established model. (7)
(ii) What are internal failure costs? Give examples. (6)
11. (i) Describe various dimensions of Quality with respect to the BTL 1 Remember
following: Quality in Products and Quality in services. (7)
(ii) Explain the common customer feedback collection tools. (6)
12. (i) Explain the role of senior level management in TQM BTL 3 Apply
implementation. (6)
(ii) Illustrate the various steps involved in customer satisfaction
process. (7)
13. How would you summarize customer complaints, customer BTL 5 Evaluate
satisfaction & retention in details? (13)
14. Interpret the essential steps of quality planning in a manufacturing BTL 4 Analyze
industry. (13)
PART-C
1. Explain about projects in TQM and various supporting tools and BTL 5 Evaluate
techniques in TQM Projects. (15)
2. Name four ways that a college business school student could apply BTL 6 Create
quality management principles at the personal level. Give example
of data that could be collected in this effort. (15)
3. Enumerate the quality statements and discuss in detail with respect BTL 5 Evaluate
to the service-based industry. (15)
4. Discuss how a fast food restaurant could measure its quality BTL 6 Create
effectiveness using each of the following definitions of
quality: product–based, user-based, value- based, and
manufacturing-based. (15)

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. UNIT-II
TQM PRINCIPLES
Leadership – Quality Statements-Strategic quality planning, Quality Councils - Employee
involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward,
Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier
partnership - Partnering, Supplier selection, Supplier Rating

PART-A
BT Competence
S. No Questions
Level
1. Define Leadership. BTL 1 Remember
2. Point out the characteristics of good leadership. BTL 4 Analyze
3. What is strategic quality planning? BTL 2 Understand
4. Express the importance of strategic quality planning. BTL 2 Understand
5. Mention the objectives of Quality councils. BTL 1 Remember
6. How employee involvement can be improved in an organization? BTL 6 Create
7. What are the three conditions necessary to create the empowered BTL 6 Create
environment?
8. List the benefits of teamwork. BTL 1 Remember
9. Name a few barriers of team performing. BTL 1 Remember
10. Why team and teamwork are required in TQM? BTL 5 Evaluate
11. Compare Reward & Recognition. BTL 4 Analyze
12. Classify the types of motivation. BTL 3 Apply
13. What are the basic ways for a continuous process improvement? BTL 4 Analyze
14. How would show your understanding of PDCA Cycle? Do you BTL 5 Evaluate
feel kaizen can be an alternate to it? and Justify it.
15. Compare Kaizen and Kairyo. BTL 2 Understand
16. What is six sigma concepts? BTL 1 Remember
17. List the key elements of supplier partnering. BTL 1 Remember
18. Write about the importance of supplier selection. BTL 3 Apply
19. Classify the types of supplier rating. BTL 3 Apply
20. What do you understand by supplier rating? BTL 2 Understand
PART-B
1. How would you describe the characteristics of quality leader and BTL 6 Create
leadership styles for effective leaders in detail? (13)
2. Explain the requirements of effective leadership & summarize BTL 4 Analyze
leadership roles in detail. (13)

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3. Explain the step by step procedure in strategic quality planning. BTL 3 Apply
(13)
4. (i) Discuss the function of quality council. (5) BTL 2 Understand
(ii)Discuss the importance of employee involvement and
motivation for enhancing quality. (8)
5. (i) Explain the Concept of Employee empowerment and general BTL 4 Analyze
principles and characteristics of it. (7)
(ii) Discuss the characteristics of successful team in detail and
classify team types. (6)
6. (i) Compare and contrast the role of team leader and facilitator. BTL 4 Analyze
(5)
(ii) Briefly explain about recognition and reward system along
with its effects. (8)
7. Explain the process would you use for performance appraisal. BTL 3 Apply
(13)
8. (i) List the five level in Maslow’s hierarchy of needs. Describe BTL 1 Remember
each level and how it motivates employee. (5)
(ii)What is 5S? How it will be useful in continuous
improvement? (8)
9. Explain with a neat sketch the continuous improvement cycle. BTL 2 Understand
(13)
10. How is PDCA cycle practised? Give an example. (13) BTL 1 Remember
11. What is PDCA cycle? Illustrate PDCA cycle as an effective tool BTL 5 Evaluate
for continuous improvement with an example. (13)
12. How would you describe kaizen model and list their merits? (13) BTL 2 Understand
13. Enumerate the Japanese 5S as applicable to services and BTL 1 Remember
manufacturing company. (13)
14. (i) What is supplied partnering? List its important benefits. (6) BTL 1 Remember
(ii) Describe the various steps involved in supplier selection. (7)
PART-C
1. Suggest some guidelines/recommendations for a QC being BTL 5 Evaluate
implemented successfully in an organization. (15)
2. Evaluate the duties of quality council and explain McGregor’s BTL 5 Evaluate
theory X and theory Y. (15)
3. How would you show your understanding on framing 5S for a BTL 6 Create
manufacturing company and classifying them? (15)
4. Illustrate the Ishikawa ten principles for customer / supplier BTL 6 Create
relations. (15)

UNIT-III
TQM TOOLS AND TECHNIQUES I
The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology,
applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark,

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Bench marking process - FMEA - Stages, Types.

PART-A
BT Competence
S. No Questions
Level
1. List any four traditional tools of quality. BTL 1 Remember
2. State the primary objectives of six sigma. BTL 1 Remember
3. Write the key concepts of six sigma. BTL 2 Understand
4. Name some new management tools. BTL 1 Remember
5. What is six sigma problem solving method? BTL 1 Remember
6. What are the factors that distinguish six sigma concepts from BTL 6 Create
traditional quality management concepts?
7. Differentiate between process distribution check sheet and BTL 4 Analyze
defective item check sheet.
8. Deduce the evolution of six sigma in Motorola company. BTL 5 Evaluate
9. Classify the features of activity network diagram. BTL 2 Understand
10. What is your opinion on Risk Priority Number? BTL 5 Evaluate
11. What are the different ways of benchmarking? BTL 4 Analyze
12. What are the reasons for bench-marking? BTL 3 Apply
13. How would you show your understanding of PERT Diagrams? BTL 3 Apply
14. Distinguish between failure mode and failure effects. BTL 4 Analyze
15. Mention the use of stratification chart in TQM. BTL 2 Understand
16. Compare Tree diagram and Decision tree diagram. BTL 3 Apply
17. Write a note on FMEA. BTL 2 Understand
18. What is relationship diagram? When do you use it? BTL 6 Create
19. List the benefits of FMEA. BTL 1 Remember
20. Mention the stages of FMEA. BTL 1 Remember
PART-B
1. Describe the seven traditional tools of quality. (13) BTL 1 Remember
2. (i) Explain in detail about new management tools. (8) BTL 1 Remember
(ii) Infer how is Pareto analysis done? Explain with an example.
(5)
3. (i) How would you show your understanding of properties of BTL 3 Apply
normal curve? (7)
(ii) How would you solve the tree diagram and arrow diagram?
(6)
4. (i) Explain in detail the six sigma concepts of process capability. BTL 4 Analyze
(8)

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(ii) Also bring out the methodologies adopted in six sigma
practices. (5)
5. Discuss about the stages of six sigma in process improvement. BTL 2 Understand
(13)
6. (i) Evaluate the purpose and methodology of construction of an BTL 5 Evaluate
Ishikawa diagram with an example. (8)
(ii) Justify an engineering brief about “arrow diagram”. When do
you use arrow diagrams? (5)
7. (i) Why benchmarking is required in an organization? Illustrate BTL 2 Understand
the different types of bench marking process. (7)
(ii) Write down the general procedure for bench marking process.
(6)
8. What are the stages in benchmarking? Discuss with a case study. BTL 2 Understand
(13)
9. Analyze the three main types of benchmarking. In what BTL 4 Analyze
circumstances would each type be more appropriate? (13)
10. Explain the significance of “Process Decision Programme Chart BTL 1 Remember
(PDPC)” using a simple illustration. (13)
11. (i) How would you show your understanding of Bench marking BTL 3 Apply
process? (5)
(ii) List the various reasons for bench marking. (8)
12. List out the different situations where FMEA is to be carried out. BTL 1 Remember
Give detailed FMEA procedure. (13)
13. Explain the procedural steps in conducting a Failure Mode Effect BTL 4 Analyze
analysis with a suitable case study. (13)
14. Can you recall the four stages of FMEA? How do you use FMEA BTL 6 Create
in an organization to increase process reliability? (13)
PART-C
1. Analyze the SIX BIG losses which are acting as stumbling BTL 5 Evaluate
blocks on the road to higher equipment effectiveness. Also
explain how those losses can be minimized or eliminated through
TPM programme. (15)
2. Coffee shop owner gets sudden increases in complaints about BTL 5 Evaluate
poor quality, apply cause and effect diagram to this situation.
(15)
3. (i) In what way, matrix data analysis differs from all other BTL 6 Create
management tools? (8)
(ii) How would you explain the methodology of constructing an
affinity diagram by using an illustration? (7)
4. Explain would you prepare a FMEA work sheet for an induction BTL 6 Create
motor’s shaft failure or a failure of your choice. (15)

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UNIT-IV
TQM TOOLS AND TECHNIQUES II
Quality circles- Cost of quality-Quality Function Development (QFD) - Taguchi quality loss function
- TPM - Concepts, improvement needs - Performance measures.
PART-A
S. BT Competence
Questions
No Level
1. How is quality circle formed? BTL 3 Apply
2. What are the costs taken to calculate the cost of equality? BTL 3 Apply
3. State the significance of quality circles. BTL 1 Remember
4. What are the six sections of a basic house of quality matrix? BTL 1 Remember
5. What are the techniques commonly used for analysing the BTL 4 Analyze
quality costs?
6. Define “Taguchi’s Quality Loss function”. BTL 1 Remember
7. Give Taguchi’s definition of quality. BTL 2 Understand
8. What are the areas in which QFD is used? BTL 6 Create
9. What is a quality system? BTL 2 Understand
10. What are the phases of QFD process? BTL 3 Apply
11. List out the benefits of total productive measures. BTL 1 Remember
12. What are the eight pillars of TPM? BTL 2 Understand
13. What is the usefulness of the Product Life Characteristics BTL 4 Analyze
Curve?
14. What is house of quality? BTL 2 Understand
15. What are the criteria to evaluate the performance measures? BTL 5 Evaluate
16. Outline the scope of quality loss function. BTL 6 Create
17. How will you determine the optimum cost? BTL 5 Evaluate
18. What are the three categories of losses identified in TPM? BTL 4 Analyze
19. What is Office TPM? BTL 1 Remember
20. List the types of Maintenance. BTL 1 Remember
PART-B
1. Discuss about the structure of quality circles & its process BTL 1 Remember
formation. (13)
2. What is quality cost? Explain the different categories and BTL 4 Analyze
elements of COQ. How it is useful as a performance measure?
(13)
3. Describe the objective and benefits of QFD. (13) BTL 2 Understand
4. Illustrate a QFD Methodology for design and development of BTL 4 Analyze
cups used in vending machine for dispersing hot and cold
beverages. (13)

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5. Discuss in detail how the voice of customer is transformed into BTL 3 Apply
technical and functional requirements by QFD. (13)
6. Draw the house of quality for a product of your choice and BTL 6 Create
describe the QFD methodology. (13)
7. The Taguchi loss function for a certain component is given by BTL 5 Evaluate
L(X) = 7500(X-N)2, where X- the actual value of a critical
dimension and N is its Nominal value. Company management
has decided that the maximum loss that can be accepted is
Rs.400. If the nominal dimension is 35.00 mm. Find the
tolerance limits. (13)
8. Explain about Taguchi’s Quality Loss Function. (13) BTL 1 Remember
9. (i) Explain the stages involved in developing TPM. (7) BTL 2 Understand
(ii) Explain the various types of maintenance techniques. (6)
10. List and explain the various measures of performance in BTL 1 Remember
evaluating the success of an organization. (13)
11. What are the Pillars of TPM? Discuss them in detail. How are BTL 4 Analyze
they implemented? (13)
12. (i) List out the benefits of performance measures. (5) BTL 1 Remember
(ii) Briefly explain the DMAIC procedure. (8)
13. Describe the concepts of TPM. List out the steps for TPM BTL 2 Understand
development. (13)
14. Write down the objectives of implementing TPM. Discuss about BTL 3 Apply
the core elements of TPM program. Compare TQM and TPM.
(13)
PART-C

1. Develop a house of quality for designing a mobile phone. (15) BTL 6 Create
2. Explain how Quality Function Deployment (QFD) approaches BTL 6 Create
help organizations to design better services. (15)
3. Explain Taguchi loss function and the evaluation method of the BTL 5 Evaluate
loss developed by him. (15)
4. Explain about the six major loss areas need to be measured for BTL 5 Evaluate
implementing TPM. (15)

UNIT-V
QUALITY MANAGEMENT SYSTEMS
Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific
Standards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation—
Documentation—Internal Audits—Registration--ENVIRONMENTAL MANAGEMENT SYSTEM:
Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO
14001— Benefits of EMS.
S. BT Competence
Questions
No Level
1. What is the need for ISO? BTL 1 Remember

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2. List the three sections of QS-9000. BTL 1 Remember
3. Compare QS 9000 with TS 16949 quality system. BTL 4 Analyze
4. Identify the four elements for the checking & corrective action of BTL 3 Apply
ISO14001.
5. Specify the objectives of “quality policy”. BTL 3 Apply
6. What are the differences between ISO 9000:2000 and QS 9000? BTL 4 Analyze
7. What is quality system? BTL 1 Remember
8. Write the significance of quality auditing. BTL 6 Create
9. What are the core elements of QMS? BTL 2 Understand
10. Mention the elements of ISO 14000. BTL 1 Remember
11. Analyze the requirements of ISO 14001. BTL 4 Analyze
12. Name any two generic ISO standards. Why it is called generic BTL 3 Apply
standard?
13. Point out the benefits of EMS. BTL 2 Understand
14. Mention the different types of quality audits. BTL 1 Remember
15. What are the four elements to evaluate the performance BTL 5 Evaluate
measures?
16. What are the important requirements of QS9000? BTL 1 Remember
17. List down the typical measurements frequently asked by BTL 5 Evaluate
managers and teams.
18. What is the need for documentation? BTL 6 Create
19. Give the types of Organizational Evaluation Standards. BTL 2 Understand
20. What are the types of Product Evaluation Standards? BTL 2 Understand
PART-B
1. (i) Illustrate the steps to be followed in implementing quality BTL 3 Apply
system ISO 9001:2000? (7)
(ii) What is ISO 9000:2000? State its scope and applications. (6)
2. (i) Explain about the origin of QS-9000. (5) BTL 2 Understand
(ii) Why was it developed despite of the presence of ISO 9000?
(8)
3. What are the types of auditing under ISO 9000-2000 quality BTL 2 Understand
system? Discuss their purpose in detail. (13)
4. Explain about the various processes used in ISO 9001 quality BTL 3 Apply
management system. (13)
5. Discuss the various elements of ISO 9000-2000 quality system. BTL 1 Remember
(13)
6. Explain the concept, requirements and benefits of ISO 14000. BTL 1 Remember
(13)

7. Discuss “QS 9000 quality system” covering its purpose and BTL 1 Remember
implementation. (13)

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8. With the help flow chart explain the various divisions of ISO BTL 6 Create
14000 standard. (13)
9. Enumerate the role of senior management in the implementation BTL 1 Remember
of quality system. (13)
10. Illustrate the various aspects of ISO 14000 environment BTL 4 Analyze
management system. Brief the various principles of ISO 14000
series. (13)
11. (i) Summarize the detailed procedure for quality auditing. (7) BTL 5 Evaluate
(ii) Brief the attributes of a good auditor. (6)
12. (i) What is the need for documentation in QMS? (5) BTL 4 Analyze
(ii) Write about the documentation procedures to be prepared for
QMS. (8)
13. Explain the feature of ISO 14000 and procedure to obtain ISO BTL 2 Understand
14000 certification. (13)
14. (i) Discuss any four requirements of Environmental Policy. (7) BTL 4 Analyze
(ii) Discuss about the categories of Organizational Evaluation
Standards in detail. (6)
PART-C
1. Design any eight key organizational benefits achievable on BTL 6 Create
implementing ISO14001 based system. (15)
2. Estimate the role of audit checklist for quality management BTL 5 Evaluate
system. (15)
3. Elucidate the implementation of quality audit in a textile BTL 6 Create
industry. (15)
4. Explain the steps followed to get ISO9000 certification for an IT BTL 5 Evaluate
industry. (15)

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