Programme B.E.

ECE & Civil

Course Total Quality Management
Course Code GE3752 Semester 7 Regulation AU R21 / JIT R24

Unit I – INTRODUCTION

Part – A

Sl.
Question
No.
What are the four absolutes of Quality defined by Crosby?
The four absolutes of Quality defined by Crosby are
 The definition of quality is conformance to requirements
1
 The systems of quality is prevention
 The performance standard is zero defects
 The measurements of quality is the price of nonconformance
Define quality policy statement.
A quality statement lays out your firms working practices and commitment to providing a good
2 service. It should explain how effective and efficient your methods of carrying out the project will be.
Quality = Performance x Expectations

What are the dimensions of quality?

 Performance
 Features
 Conformance
 Reliability
3  Durability
 Service
 Response
 Aesthetics
 Reputation
List down the three components of the Juran Trilogy.
The three components of the Juran Trilogy are
i.Planning
4
ii.Control
iii.Improvement

List the dimensions of quality.

 Performance
 Features
 Conformance
 Reliability
5  Durability
 Service
 Response
 Aesthetics
 Reputation
6 Why Quality is required in products and services today?
Management leadership and longterm commitment
1.A management culture of partnership, learning together, guidance and support for employees
2.Clearly defined business objectives communicated by managers and supervisors, understood and
“owned” by all employees. “Ownership” can be viewed as the “acceptance of accountability”.
3.Encouraging and empowering all employees to adopt “ownership” behavior. Ownership of
 their outputs, ownership of customer’s problems, ownership of improvement actions.
Explain the barriers to implement to TQM?
1.TQM program is not properly sold to top management
2. Supervision and involvement by the management is inadequate
7 3.Inadequate support/ encouragement/direction by top management
4. Lack of follow up
5. A budget insufficient to continue with the TQM program

Draw the diagram of TQM framework

Define customer retention.

 Customer retention is the process of retaining the existing customers
 It is obvious that customer retention is more powerful and effective than customer satisfaction
9
Over 60% of an organisation’s future revenue will come from existing customers
 A 2% increase in customer retention has an equivalent impact upon profitability as a 10%
reduction in operating costs
Define Total Quality Management.
TQM is an enhancement to the traditional way of doing business. It is the art of managing the
whole to achieve excellence. It is defined both a philosophy and a set of guiding principles that
10 represent the foundation of a continuously improving organization. It is the application of quantitative
methods and human resources to improve all the processes within an organization and exceed
customer needs now and in the future.

Unit II – TQM PRINCIPLES

Part – A

Sl.
Question
No.
Define Leadership
Leadership is the ability of an individual or a group of people to influence and guide
1
followers or members of an organization, society or team.

Define Kaizen.
Kaizen is a Japanese word for the philosophy that defines management’s role in
2 continuously encouraging and implementing small improvements involving everyone. It is
the process of continuous improvement in small increments that make the process more
efficient, effective, under control and adaptable.
Explain empowerment.
Empowerment is an environment in which people have the ability, the confidence, and
3 the commitment to take the responsibility and ownership to improve the process and initiate
the necessary steps to satisfy customers’ requirements within well-defined boundaries in
order to achieve organizational values and goals.
Write the requirements of supplier rating.
Competency
 Capacity
 Commitment
4  Control
 Cash Resources
 Cost
 Quality Factors
 Delivery Factors
 Define team and teamwork
A team can be defined as a group of people working together to achieve common
5 objectives or goals. Teamwork is the cumulative actions of the team during which each
member of the team subordinates his individual interests and opinions to fulfill the
objectives or goals of the group.
What is performance appraisal?
6 Performance appraisal is a systematic and objective assessment or evaluation of
performance and contribution of an individual.
Define Recognition and Reward.
Recognition is a form of employee motivation in which the organization publicly
acknowledges the positive contributions an individual or team has made to the success of
7 the organization.
Reward is something tangible to promote desirable behavior. Recognition and reward
go together to form a system for letting people know they are valuable Members of the
organization.
How employee involvement can be improved in an organization?
Five ways to increase employee involvement in continuous improvement programs
1.Management Involvement
8 2.Positive Feedback
3.Employee suggestion program
4.Correlate the facility performance to the End Goal
Performance based economic incentives
What are the basic ways for a continuous process improvement?
The basic ways for a continuous process improvement are
•Reduce resources
9 •Reduce errors
•Meet or exceed expectations of downstream customers
•Make the process safer
•Make the process more satisfying to the person doing it.
Define 5S
5S Philosophy focuses on effective work place organization and standardized work
procedures. 5S simplifies your work environment, reduces waste and non-value activity
while improving quality efficiency and safety.
•Sort – (Seiri) the first S focuses on eliminating unnecessary items from the workplace.
•Set In Order (Seiton) is the second of the 5Ss and focuses on efficient and effective
storage methods.
10 •Shine: (Seiso) Once you have eliminated the clutter and junk that has been clogging your
work areas and identified and located the necessary items, the next step is to thoroughly
clean the work area.
•Standardize: (Seiketsu) Once the first three 5S’s have been implemented, you should
concentrate on standardizing best practice in your work area.
Sustain: (Shitsuke) This is by far the most difficult S to implement and achieve. Once fully
implemented, the 5S process can increase morale, create positive impressions on
customers, and increase efficiency and organization

Unit III – TQM TOOLS & TECHNIQUES I

Part – A

Sl.
Question
No.
What are the different ways of benchmarking?
Strategic Benchmarking
Performance Benchmarking
Process Benchmarking
1
Functional Benchmarking
Internal Benchmarking
External Benchmarking
International Benchmarking
State the primary objective of six sigma.
The fundamental objective of the six sigma methodology is the implementation of a
2
measurement-based strategy that focuses on process improvement and variation reduction
through the application of six sigma improvement projects.
 List the stages of FMEA.
 Identify the product or system components or process function
3  List all possible failure modes of each components
 List all the possible cause of each failure mode
 Assess numerically the failure mode on a scale from 1 to 10
Give seven tools of quality
 Flow Chart
 Cause and effect diagram
 Control Charts
4
 Scatter diagrams
 Check Sheet
 Histogram
 Pareto charts
What do you mean by six sigma?
Six sigma is a TQM process that uses process capability analysis as a measuring
5
progress. The curve is dependent on value of σ.

List the use of scatter diagram.

 It is very useful in showing trends and correlations between variables.
6  It is helpful in group of individuals in brain storming session to focus on only
important issues.

How cause and effect diagram used in TQM?

Step 1 - Identify the Problem
Step 2 - Draw “spine” and “bones”
7 Step 3 - Identify different areas where problems may arise from
Step 4 - Identify what these specific causes could be
Step 5 – Use the finished diagram to brainstorm solutions to the main problems.

Mention the use of Stratification chart in TQM.

 It is a dividing data into sub-categories and classify data based on group, division,
class or levels that helps in deriving meaningful information to understand an
8 existing problem.
 It involves investigating the cause of a problem by grouping data into categories.
 The very purpose of stratification is to divide the data and conquer the meaning
full information to solve a problem.
Define risk priority number.
 It is a calculation to sort the risks from highest to lowest
9  It is calculated by multiplying the three scoring columns: Severity, Occurrence and
Detection
 RPN= Severity*Occurrence *Detection
Explain the benefits of bench marking.
 Cultural Change
 Performance improvement
10
 Human Resources
 Accelerate Change

Unit IV – TQM TOOLS & TECHNIQUES II

Part – A

Sl.
Question
No.
What is a QFD?
Quality Function Deployment is a planning tool used to fulfil customer expectations. It is a
1
disciplined approach to product design, engineering, and production and provides in-depth
evaluation of a product.
2 Define TPM?
T: Total = All-encompassing by maintenance and production individuals working
together.
 P: Productive = Production of goods and services that meet or exceed customer’s
expectations.
M: Maintenance = Keeping equipment and plant in as good as or better than the original
condition at all times.
Define quality cost.
Quality cost is defined as the cost associated with the non-achievement of product/service
3
quality as defined by the requirements established by the organisation and its contracts with
customers and society.
Give the seven basic steps to get an organization started toward TPM?
a) Management learns the new philosophy
b) Management promotes the new philosophy
c)Training is funded and developed for everyone in the organization
4
d)Areas of needed improvement are identified
e) Performance goals are formulated
f) An implementation plan is developed
g) Autonomous work groups are established
Define process capability index.
The process capability index is defined as the quotient between the length of the acceptance
interval and six times the standard deviation obtained as a result of the design and production
5
processes
Upper Spec Limit – Lower Spec Limit) / (6 x Standard Deviation).

What is house of quality?

The House of Quality (HoQ) is a matrix diagram used in the Quality Function Deployment (QFD)
process to help develop products and services that meet customer requirements.

State performance measure.

Performance measurement is the process used to assess the efficiency and effectiveness
of projects, programs and initiatives. It is a systematic approach to collecting, analyzing and
7
evaluating how “on track” a project/program is to achieve its desired outcomes, goals and
objectives.

Define Taguchi quality loss function.

The quality loss function as defined by Taguchi is the loss imparted to the society by the
8 product from the time the product is designed to the time it is shipped to the customer. In fact, he
defined quality as the conformity around a target value with a lower standard deviation in the
outputs.
List out the pillars of TPM.
 Focused improvement.
 Autonomous Maintenance.
 Quality Maintenance.
9  Planned Maintenance.
 Early Management.
 Training and Education.
 Safety, Environment, and Health (SHE)
 Administrative TPM.
10 Define BPR
Business Process Reengineering (BPR) is a transformative strategy that revamps business
operations completely. It targets significant improvements in productivity, cycle times, quality,
and the satisfaction of employees and customers. BPR aims to restructure business processes
 for remarkable enhancements.

Unit V –QUALITY MANAGEMENT SYSTEM

Part – A

Sl.
Question
No.
Give the ISO 9000 Series of Standards?
i.ISO 9000, “Quality Management and Quality Assurance Standards Guidelines for
Selection and Use”.
ii.ISO 9001, “Quality Systems – Model for Quality Assurance in Design, Development,
1 Production, Installation & Servicing”.
iii.ISO 9002, “Quality Systems – “Model for Quality Assurance in Production, Installation &
Servicing”. iv. ISO 9003, “Quality Systems – “Model for Quality Assurance in Final Inspection and
Test”.
v. ISO 9004-1, “Quality Management and Quality System Elements – Guidelines”.
What is the need for ISO 9000?
2 ISO 9000 is needed to unify the quality terms and definitions used by industrialized nations and
use terms to demonstrate a supplier’s capability of controlling its processes.
What are the four elements for the planning of ISO 14001?
a) Monitoring and measuring
b) Non-conformance and corrective and preventative action
3
c) Records
d) EMS audit

Define Quality Audits

4 Quality Audits examine the elements of a quality management system in order to evaluate
how well these elements comply with quality system requirements.
What are the benefits of ISO
Fewer on-site audit by customers.
• Increased market share.
• Improved quality, both internally and externally.
5
• Improve product and service quality levels from suppliers.
• Greater awareness of quality by employees.
• A documented formal system. Reduced operating costs.

What are the methods of actual audit?

6
i.Examination of documents
ii. Observation of activities
iii. Interviews
What is the concept of environmental management system?
A management system is the framework of processes and procedures used to
ensure that an organization can fulfill all tasks required to achieve its objectives
7
Examples of management system standards include:
•ISO 9001 Quality Management,
•ISO 14001 Environmental Management,
•ILO-OSH Occupational Safety & Health Management Systems, ISO/IEC
27001 Information Security Management, SA8000 Social Accountability.
8 What is internal quality audit and external quality audit?
 Internal quality Audit:
Internal auditing is an independent, objective assurance and consulting activity
designed to add value and improve an organization’s operations. It helps an
organization accomplish its objectives by bringing a systematic, disciplined
approach to evaluate and improve the effectiveness of risk management, control
and governance processes.
External quality Audit:
External Quality Audit looks at the experience of countries where external
quality audits have been established by governments, and provides analyses of
their effectiveness in improving quality assurance in universities and other
higher education institutions.
List out the benefits of EMS.
 Reduced environmental impact: EMS can help businesses reduce their
negative environmental impact.
 Improved reputation: An EMS can help improve a business's reputation.
 Lower risk of fines: An EMS can help businesses improve their
regulatory performance and reduce the risk of fines for not adhering to
9 environmental legislation.
 Increased profits: An EMS can help businesses increase profits due to
lower costs.
 Improved employee morale: An EMS can help improve employee
morale.
 Resource conservation: An EMS can help businesses conserve
resources.
Why is a quality system required?
Quality system is required because every organization, both management
and the general workforce tend to resist change, whether it be in systems,
10 culture or environment. That is natural – people are usually happy to continue
with what they have always done. The change brought about by the introduction
of a quality management system (QMS) – particularly in service industries – is
no exception.