SUBJECT: MG 1401-TOTAL QUALITY MANAGEMENT
SET-3
PART-A
1] Define quality.
A] Fitness for intended use; Conformance to specifications; Meeting or exceeding customer expectations, etc.
2] What do you understand by quality statement?
A] It includes the vision, mission, and quality policy statements. They are part of the strategic planning process.
3] What is cross functional team?
A] It is a team comprising of members from different functional area such as engineering, marketing, accounting, production, quality, human resources, etc. This type of team breaks down functional area boundaries.
4] Expand 5S.
A] Seiri, Seiton, Seiso, Seiketsu, and Shitsuke.
5] List out various measures of dispersion in SPC.
A] Range, Standard Deviation, and Variance.
6] What is Six Sigma?
A] Six sigma is a rigorous concept of applying SPC to control defects in products/processes to 3.4 parts per million (ppm) as against 0.27% (2,700ppm) defects in the traditional three sigma approach. Hence the application of six sigma concept means controlling variations and thereby defects closer to the level of zero defects.
7] What is Kaizen?
A] Kaizen is a Japanese term which means ‘continuous improvement’. It is based on the belief that virtually any aspect of an operation or process can be improved and the people most closely associated with it are in the best position to identify the changes to be made.
8] What is Taguchi Quality Loss Function?
A] Taguchi worked in terms of quality loss rather than quality. He used loss function to measure quality. The loss function is defined ad “loss imparted to society by a product during its life cycle”, i.e. the costs incurred in the production process as well as the costs encountered during use by the customer.
9] What are the objectives of TPM?
A] Maintaining equipment for life; maintaining and improving equipment capacity; using support from all areas of operation; encouraging inputs from all employees.
10] What is the need for quality systems in an organization?
A] They promote the growth of international trade by facilitating harmonious interactions between suppliers and customers located in diverse locations globally.
PART-B
11[a] List out the barriers to TQM implementation.
A] Explain the various likely barriers to effective TQM implementation such as Lack of management commitment, Inability to change organizational culture, etc.
11[b] Discuss the dimensions of quality with examples.
A] Discuss the various dimensions of product quality such as Performance, Features, Usability, etc. and the various dimensions of service quality such as Time, Timeliness, Completeness, etc. supported by appropriate examples.
12[a] Explain the actions that an organization should take to handle customer complaints.
A] Explain the characteristics of dissatisfied/unhappy/lost customers, the importance of retaining customers, and actions an organization can take to handle customer complaints.
12[b] Explain the importance of customer satisfaction.
A] Explain the meaning of internal and external customers, customer perception of quality, and the benefits of customer retention and customer loyalty.
13[a] Explain the different types of control charts used for problem solving.
A] Discuss the salient features of control charts in general and the specific application of X bar chart, R chart, p chart, np chart, c chart, and u chart with sketches.
13[b] Explain the use of the seven new management tools for managing quality.
A] Explain the salient features and usage of Affinity diagram, relationship diagram, Tree diagram, Matrix diagram, Prioritization matrix, Process decision program chart, and Activity network diagram.
14[a] Explain the QFD process in detail.
A] Explain about QFD, discuss about the use of HOQ as a tool for implementing QFD, and explain the six components of the House of Quality through any example.
14[b] Explain the different steps involved in FMEA.
A] Give a brief introduction to the topic Failure Modes and Effects Analysis, explain the four stages in conducting FMEA, and the various components of the FMEA document.
15[a] Discuss the method of conducting quality audit for ISO 9000 certification.
A] Give the definition of the term ‘quality audit’, explain the stages in conducting quality audit, and the checklists for conducting audit.
15[b] Explain the requirements of Environmental Management Systems.
A] Explain the need for ISO 14000 as an Environmental Management System, the rationale behind its use, the various organizational and product evaluation standards, and the major elements of the EMS standards.
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