Total Quality Management

Assignment A
1     Explain service quality.

2.    Mention the various measurements of dispersion.    

3.    Explain the contribution of Juran to the quality movement.    

4.    Discuss about the implementation steps of TQM and mention the importance of the management committee.    

5.    Explain about the new seven tools of quality and its applications in detail.    

6.    Discuss about the need, types, construction and applications of control charts.
Ans.
 

7.    Discuss the objectives, process, outcome and benefits of Quality Function Deployment (QFD).    

8.    Discuss the documentation process in ISO 9000:2000 system.

Assignment B

Case Detail:  
A spindle with specifications 20 ± 0.05 mm was machined in a lathe. The standard deviation of the spindle machined was found to be 0.25 mm.
1) Compute the capability index.

2) State whether the machining process in the lathe is capable of meeting the specifications.

3.    If the specifications are 10 ± 2 mm for a particular quality characteristic and the average repair coot is Rs. 200/-, determine the loss function. Determine the loss at y=11.

Assignment C

Question No.  1    
Malcolm Baldrige national quality award is for (MBNQA)    
 Options    
Total Quality Management    
International Standard Organization    
Total Productive Maintenance    
Total Quality Control

Question No.  2    
The process mapping is a ______ diagram.    
 Options    
Data flow    
Work flow    
Circular    
Audit

Question No.  3    
Control chart is a    
 Options    
Process monitoring tool    
Process control tool    
Both (a) and (b)    
None of the above

Question No.  4    
The objective of ISO-9000 family of Quality management is    
 Options    
Customer satisfaction    
Employee satisfaction    
Skill enhancement    
Environmental issues

Question No.  5    
Total Quality Management (TQM) focuses on    
 Options    
Employee    
Customer    
Both (a) and (b)    
None of the above

Question No.  6    
Which of the following is responsible for quality objective?    
 Options    
Top level management    
Middle level management    
Frontline management    
All of the above

Question No.  7    
The following is (are) the machine down time.    
 Options    
Waste    
No material    
Breakdown    
All of the above

Question No.  8    
TQM & ISO both focuses on    
 Options    
Customer    
Employee    
Supplier    
All of the above

Question No.  9    
According to Deming, Quality problems are    
 Options    
Due to management    
Due to method    
Due to machine    
Due to material

Question No.  10    
While setting Quality objective, ________ to be considered.     
Options    
Material quality    
Customer need    
Market demand    
All of the above

Question No.  11    
_______ helps organization reduce employee turnover and absenteeism.    
 Options    
Job design    
Training & development    
Wage revision    
All of the above    

Question No.  12    
CMM stands for    
 Options    
Capability maturity model    
Capability monitoring model    
Capability measuring model    
Capability matching model

Question No.  13    
While setting Quality objective, ________ to be considered.    
Options    
Customer need    
Organizational need    
Supplier need    
Worker need

Question No.  14    
Which of the following is for Environment management?    
 
Options    
ISO-9000    
ISO-14000    
ISO-26000    
ISO-31000    

Question No.  15    
What perspective does Crosby adopt when defining quality?    
Options    
Fitness for purpose is the key.    
Quality must be defined subjectively.    
Setting and meeting specifications is the critical issue.    
All of these.

Question No.  16    If "quality is free", why do authorities recognise that an improvement programme needs investment?    
 Options    
There is an inevitable worsening of quality during periods of change.    
Reductions in prevention and appraisal costs lag behind investment in prevention.    
It is never free.    
Zero defects is not possible.    

Question No.  17    
Which of Lister's statements about poor service quality is incorrect?    
 Options    
Being upset at treatment is the main reason given for stopping business.    
Satisfied customers tell fewer people of their experience than dissatisfied ones do.    
Each complaint may hide many unresolved problems.    
Among those who complain, few will do business again even though their complaints are handled effectively.

Question No.  18    
Which two of the following were not given as a weakness of product standards?    
 Options    
Applied only to some aspects of a product or service    
Not recognised internationally    
Simplicity    
Limited scope

Question No.  19    
What does the term kaizen mean when applied to quality?    
 Options    
The place where activity takes place    
Maintain a steady flow    
Continuous improvement    
Mutual dependence

Question No.  20    
Which, according to our discussion, was not among the weaknesses of the 1987 and 1994 versions of ISO 9000?    
 Options    
Weak links between product and process standards.    
Insufficient guidance on improvement.    
Including broad dimensions of customer satisfaction within the quality definition.    
Universality meant average.

Question No.  21    
Which of the following was not given as a key feature of Total Quality Management?    
 Options    
Continuous improvement    
Establishing clear specifications    
Teamwork, trust and empowerment    
Identifying customers and their needs

Question No.  22    
What human factors did Dawson see as posing problems for the introduction of TQM?    
 Options    
Over-educated staff    
TQM may make existing social tensions worse.    
Hierarchical structures    
Early enthusiasm may tail off quickly.

Question No.  23    
What do the initials of the PDCA cycle stand for?    
 Options    
Purpose, develop, carry out, assess    
Plan, design, control, assess    
Plan, do, check, act    
Problem, diagnosis, conclusion, action    

Question No.  24    
Name the practice of examining the best practices in an industry or in the world and using this knowledge as a basis for improvement.    
 Options    
Divining    
Benchmarking    
Calibration    
Brainstorming

Question No.  25    
A control chart to record process performance usually identifies control limits and specification limits. Which one of the following is true?    
 Options    
Control limits should equal specification limits to prevent any output outside specification.
Control charts do not prevent poor quality output.    
Designers always set upper and lower limits.    
Control charts require complex statistical analysis to set them up.

Question No.  26    
Which item is not among the SERVQUAL dimensions?    
 Options    
Reliability    
Tangibles    
Responsiveness    
Quality

Question No.  27    
Which organisation defines self-assessment as ‘a comprehensive, systematic, and regular review of the organisation’s activities and results referenced against a model of business excellence’?    
 Options    
ISO 9000    
Taguchi Institute    
European Foundation for Quality Management (EFQM)    
International Quality Foundation

Question No.  28    The concept of total quality control, i.e. that quality must be attended to at all stage of the industrial cycle and throughout the organisation, is the creation of which of the following pioneers?    
 Options    
W Edwards Deming    
Genichi Taguchi    
Joseph M Juran    
Armand Feigen Baum

Question No.  29    
The so-called 'quality gurus' of total quality management (TQM) do NOT include which one of the following?    
 Options    
Joseph M Juran    
Bill Cosby    
Kaoru Ishikawa    
W Edwards Deming

Question No.  30    
The specific concerns of total quality management (TQM) include a number of aspects. Which of the following is NOT normally associated with TQM?    
 Options    
Covering all parts of the organisation    
Primarily a 'worker' rather than a management activity    
Inclusion of every person in the organisation    
Meeting the needs and expectations of customers    

Question No.  31    
The preferred method for achieving total quality in process output is to:    
 Options    
Build and install an error-proof process and maintain it.    
Rely on a team of highly trained and dedicated inspectors.    
Rely on operator self-inspection and self-correction.    
Perform inspection at the next process.

Question No.  32    
Total quality management (TQM) programmes are more likely to remain effective if a number of prescriptions are followed. Which of the following prescriptions should NOT be followed?    Options    
TQM does not become a separate 'bolt-on' set of activities.    
TQM should become a substitute for normal managerial leadership.    
Quality improvement relates to an operation's performance objectives.    
Slogans and exhortations about TQM's effectiveness are avoided.

Question No.  33    
One of the most powerful aspects to emerge from TQM is the concept of the internal customer and supplier. This means that:    
 Options    
It is the responsibility of the executive in charge of TQM to manage internal customer-supplier relationships.    
Every part of the organisation contributes to external customer satisfaction by satisfying its own internal customers.    
Service Level Agreements must be in place to ensure standards are met.    
The product or service must be inspected prior to its delivery to the external customer.

Question No.  34    
Which of the following would NOT normally be considered as a ‘costs of quality’?    
 Options    
Internal failure costs    
Prevention costs    
Marketing costs    
Inspection costs    

Question No.  35    
Which one of the following would normally be considered as one of the ‘costs of quality’?    
Options    
Marketing costs    
Overhead costs    
Appraisal costs    
Transport costs    

Question No.  36    
Which of the following is NOT noted as a disadvantage of Feigen Baum’s approach to total quality management?    
 Options    
Does not discriminate between different kinds of quality context.    
Action plan and methodological principles are sometimes vague.    
Does not bring together the different management theories into one coherent whole.
None of the above

Question No.  37    
TQM expands on earlier approaches to quality management. Which of the following is ordered correctly from earlier to later ideas?    
 Options    
Quality Control, Inspection, Quality Assurance, Total Quality Management    
Quality Assurance, Quality Control, Inspection, Total Quality Management    
Quality Assurance, Inspection, Quality Control, Total Quality Management    
Inspection, Quality Control, Quality Assurance Quality Management.

Question No.  38    
What is the ‘Internal Service Rule’?    
 Options    
Service to external customers never exceeds service to internal customers.    
Service to internal customers depends on the extent of communication with internal suppliers.    
Service to internal customers is the most important form of service.    
Service to internal customers depends on the culture of an organisation.

Question No.  39    Some organisations bring a degree of formality to the internal customer concept by encouraging (or requiring) different parts of the operation to agree on:    
 Options    
Formal provision agreements    
Delivery agreements    
Internal service agreements    
Service level agreements

Question No.  40    Which of the following is an example of a service level agreement (SLA) between an information systems support unit and a research unit in the laboratories of a large company?    
 Options    
The maximum response time to get the system operational should it fail.    
The types of information that will be provided as standard.    
The minimum ‘up-time’.    
All of the above.