Download Anna University (AU) MBA ( Master of Business Administration) Important Question Bank 1st Sem 1915106 Total Quality Management (Latest Important Questions Unit Wise)
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
is the MTTF of each component? If it is desired for the system to
have a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j.
components a,b,c and f have a 1/10,000 chance of failure during
useful life. d,e,g and h have a 3/10,000 chance of failure.
Component I and j have a 5/10,000 chance of failure. What is the
overall reliability of the product? (7)
(8)
(5)
Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
14
(i)List the purpose of ?p-chart?. Inspection was carried out on 15
samples with sample size 25. Two samples had no defects, four
samples had each one defect five samples had each two defects,
and remaining four samples had each three defects. Determine the
limits and centre line of p-chart.
(ii) What is the use of process capability indices? Give any two
process capability indices.
(8)
(5)
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
2
In a capability study of a machine used for grinding a shaft to a diameter of 23.75?0.1mm of five
consecutive pieces has been taken for Seven Days.
The diameters of these shafts are as given below:
I II III IV V VI VII
23.80 23.78 23.78 23.78 23.76 23.76 23.78
23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76
Construct the X bar and R Chart and comment the process.
3
Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4
Write the step by step procedure to develop a TPM programme in an organization
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
is the MTTF of each component? If it is desired for the system to
have a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j.
components a,b,c and f have a 1/10,000 chance of failure during
useful life. d,e,g and h have a 3/10,000 chance of failure.
Component I and j have a 5/10,000 chance of failure. What is the
overall reliability of the product? (7)
(8)
(5)
Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
14
(i)List the purpose of ?p-chart?. Inspection was carried out on 15
samples with sample size 25. Two samples had no defects, four
samples had each one defect five samples had each two defects,
and remaining four samples had each three defects. Determine the
limits and centre line of p-chart.
(ii) What is the use of process capability indices? Give any two
process capability indices.
(8)
(5)
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
2
In a capability study of a machine used for grinding a shaft to a diameter of 23.75?0.1mm of five
consecutive pieces has been taken for Seven Days.
The diameters of these shafts are as given below:
I II III IV V VI VII
23.80 23.78 23.78 23.78 23.76 23.76 23.78
23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76
Construct the X bar and R Chart and comment the process.
3
Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4
Write the step by step procedure to develop a TPM programme in an organization
11
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
Quality functions development (QFD) ? Benefits, Voice of customer, information organization, House
of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) ?FMEA stages,
design, process and documentation. Seven Tools (old & new). Bench marking and POKAYOKE-
Hoshin Planning.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality Function Deployment.
Level 1 Remembering
2 What are the objectives of QFD? Level 2 Understanding
3 Identify the six sections of a basic house of quality matrix. Level 3 Applying
4
What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
Mode?
Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
Summarize the uses of Bench marking
Level 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
10
What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
Level 5 Evaluating
12
Compare benchmark and pokayoke.
Level 6 Creating
13
What is Benchmarking?
Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
15 Identify the benefits of pokayoke. Level 3 Applying
16 Analyse when relationship diagram is used ? Level 4 Analysing
17 Define POKA YOKE. Level 1 Remembering
18
Will you state the four tools of quality?
Level 2 Understanding
19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
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(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
is the MTTF of each component? If it is desired for the system to
have a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j.
components a,b,c and f have a 1/10,000 chance of failure during
useful life. d,e,g and h have a 3/10,000 chance of failure.
Component I and j have a 5/10,000 chance of failure. What is the
overall reliability of the product? (7)
(8)
(5)
Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
14
(i)List the purpose of ?p-chart?. Inspection was carried out on 15
samples with sample size 25. Two samples had no defects, four
samples had each one defect five samples had each two defects,
and remaining four samples had each three defects. Determine the
limits and centre line of p-chart.
(ii) What is the use of process capability indices? Give any two
process capability indices.
(8)
(5)
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
2
In a capability study of a machine used for grinding a shaft to a diameter of 23.75?0.1mm of five
consecutive pieces has been taken for Seven Days.
The diameters of these shafts are as given below:
I II III IV V VI VII
23.80 23.78 23.78 23.78 23.76 23.76 23.78
23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76
Construct the X bar and R Chart and comment the process.
3
Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4
Write the step by step procedure to develop a TPM programme in an organization
11
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
Quality functions development (QFD) ? Benefits, Voice of customer, information organization, House
of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) ?FMEA stages,
design, process and documentation. Seven Tools (old & new). Bench marking and POKAYOKE-
Hoshin Planning.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality Function Deployment.
Level 1 Remembering
2 What are the objectives of QFD? Level 2 Understanding
3 Identify the six sections of a basic house of quality matrix. Level 3 Applying
4
What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
Mode?
Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
Summarize the uses of Bench marking
Level 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
10
What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
Level 5 Evaluating
12
Compare benchmark and pokayoke.
Level 6 Creating
13
What is Benchmarking?
Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
15 Identify the benefits of pokayoke. Level 3 Applying
16 Analyse when relationship diagram is used ? Level 4 Analysing
17 Define POKA YOKE. Level 1 Remembering
18
Will you state the four tools of quality?
Level 2 Understanding
19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
12
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What are the types of customer information? How is it collected?
How it is used in QFD?
Level 1 Remembering
2 Describe features of QFD. Level 2 Understanding
3
How would you show your understanding of FMEA? Explain its
procedure for automotive organization
Level 3 Applying
4
(i)Illustrate the features of FMEA?
(ii) Enumerate the role of FMEA in TQM. Also highlight the
scales used in FMEA.
(8)
(5)
Level 4 Analysing
5 Evaluate the process of QFD. Level 5 Evaluating
6.
Plan and discuss about the Construction the House of Quality.
Level 6 Creating
7
Describe in detail about the seven tools of Quality management .
Level 1 Remembering
8 Explain the seven steps in Hoshin Planning. Level 2 Understanding
9
?Creative solutions will emerge only from seven new
management tools? Discuss.
Level 3 Applying
10
Examine the significance of Hoshin planning system.
Level 4 Analysing
11
How would you describe scatter diagram? Outline the steps used
to construct.
Level 1 Remembering
12
(i)Explain the reasons for Benchmarking?
(ii) Interpret the term ?POKA YOKE?. Discuss its applications.
(8)
(5)
Level 2 Understanding
13 Categorize the Benchmarking process with an illustration. Level 4 Analysing
14
Compare prevention based Pokayoke and Detection- based
pokayoke.
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
A coffee shop owner gets sudden increase in complaints about poor quality apply cause and effect
diagram to this situation
2 Explain the application of FEMA in Snack Industry.
3 ?create solutions will emerge only from seven new management tool- discuss
4 Discuss with an example the stages in building the House of Quality.
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
is the MTTF of each component? If it is desired for the system to
have a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j.
components a,b,c and f have a 1/10,000 chance of failure during
useful life. d,e,g and h have a 3/10,000 chance of failure.
Component I and j have a 5/10,000 chance of failure. What is the
overall reliability of the product? (7)
(8)
(5)
Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
14
(i)List the purpose of ?p-chart?. Inspection was carried out on 15
samples with sample size 25. Two samples had no defects, four
samples had each one defect five samples had each two defects,
and remaining four samples had each three defects. Determine the
limits and centre line of p-chart.
(ii) What is the use of process capability indices? Give any two
process capability indices.
(8)
(5)
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
2
In a capability study of a machine used for grinding a shaft to a diameter of 23.75?0.1mm of five
consecutive pieces has been taken for Seven Days.
The diameters of these shafts are as given below:
I II III IV V VI VII
23.80 23.78 23.78 23.78 23.76 23.76 23.78
23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76
Construct the X bar and R Chart and comment the process.
3
Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4
Write the step by step procedure to develop a TPM programme in an organization
11
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
Quality functions development (QFD) ? Benefits, Voice of customer, information organization, House
of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) ?FMEA stages,
design, process and documentation. Seven Tools (old & new). Bench marking and POKAYOKE-
Hoshin Planning.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality Function Deployment.
Level 1 Remembering
2 What are the objectives of QFD? Level 2 Understanding
3 Identify the six sections of a basic house of quality matrix. Level 3 Applying
4
What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
Mode?
Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
Summarize the uses of Bench marking
Level 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
10
What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
Level 5 Evaluating
12
Compare benchmark and pokayoke.
Level 6 Creating
13
What is Benchmarking?
Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
15 Identify the benefits of pokayoke. Level 3 Applying
16 Analyse when relationship diagram is used ? Level 4 Analysing
17 Define POKA YOKE. Level 1 Remembering
18
Will you state the four tools of quality?
Level 2 Understanding
19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
12
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What are the types of customer information? How is it collected?
How it is used in QFD?
Level 1 Remembering
2 Describe features of QFD. Level 2 Understanding
3
How would you show your understanding of FMEA? Explain its
procedure for automotive organization
Level 3 Applying
4
(i)Illustrate the features of FMEA?
(ii) Enumerate the role of FMEA in TQM. Also highlight the
scales used in FMEA.
(8)
(5)
Level 4 Analysing
5 Evaluate the process of QFD. Level 5 Evaluating
6.
Plan and discuss about the Construction the House of Quality.
Level 6 Creating
7
Describe in detail about the seven tools of Quality management .
Level 1 Remembering
8 Explain the seven steps in Hoshin Planning. Level 2 Understanding
9
?Creative solutions will emerge only from seven new
management tools? Discuss.
Level 3 Applying
10
Examine the significance of Hoshin planning system.
Level 4 Analysing
11
How would you describe scatter diagram? Outline the steps used
to construct.
Level 1 Remembering
12
(i)Explain the reasons for Benchmarking?
(ii) Interpret the term ?POKA YOKE?. Discuss its applications.
(8)
(5)
Level 2 Understanding
13 Categorize the Benchmarking process with an illustration. Level 4 Analysing
14
Compare prevention based Pokayoke and Detection- based
pokayoke.
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
A coffee shop owner gets sudden increase in complaints about poor quality apply cause and effect
diagram to this situation
2 Explain the application of FEMA in Snack Industry.
3 ?create solutions will emerge only from seven new management tool- discuss
4 Discuss with an example the stages in building the House of Quality.
13
UNIT ? V ? QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION
Introduction to IS/ISO 9004:2018 ? quality management systems ? guidelines for performance
improvements. Environmental Management system, ISO 14000, Quality Audits. TQM culture,
Leadership ? quality council, employee involvement, motivation, empowerment, recognition and
reward. International/National Quality Awards
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Explain ISO.
Level 1 Remembering
2 What is the function of ISO 9004? Level 2 Understanding
3 Classify the objectives of ISO 9004 Quality System Standards. Level 3 Applying
4
Outline the need for ISO9004.
Level 4 Analysing
5
Elaborate quality system requirements
Level 5 Evaluating
6 Interpret the necessity for Documentation Level 6 Creating
7
What is quality audit on the basis of area of coverage?
Level 1 Remembering
8
What is quality audit?
Level 2 Understanding
9
Identify the stages of Quality Audit.
Level 3 Applying
10 What is Quality Council? Level 4 Analysing
11
What are the important aspects of employee involvement?
Level 5 Evaluating
12
What is your opinion on the indicators of Poor Motivation level
among the Employees?
Level 6 Creating
13
Define empowerment.
Level 1 Remembering
14
What do you understand by the term Reward?
Level 2 Understanding
15 What other way would you plan satisfy your employees? Level 3 Applying
16 List any two TQM award and name any two Motivation Theory. Level 4 Analysing
17 Identify the main idea of TQM leadership Level 1 Remembering
18
What are the obstacles to frame with TQM framework?
Level 2 Understanding
19 What is self actualization? Level 1 Remembering
20 Define the term ?Empowerment? in Quality aspects. Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
(An
?
DEPARTMENT
OF
MANAGEMENT STUDIES
QUESTION BANK
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policy
statements. Customer Focus ? customer perception of quality, Translating needs into requirements,
customer retention. Dimensions of product and service quality. Cost of quality.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
Level 1 Remembering
4
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
Name four ways that a school student could apply quality management principles at
the personal level. Give example of data that could be collected in this effort.
4
Discuss how a fast food restaurant could measure its quality effectiveness using each of the
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8D
methodology.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
16 List the aspects of Juran Triology. Level 4 Analysing
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
6
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
(5)
Level 1 Remembering
7
PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
Do you think Crosby?s preachings are relevant today in the present context at India? Justify.
4
Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
variables and attributes. Process capability ? meaning, significance and measurement ? Six sigma -
concepts of process capability. Reliability concepts ? definitions, reliability in series and parallel,
product life characteristics curve. Total productive maintenance (TMP), Tero Technology.
process Improvement (BPI) ? principles, applications, reengineering process, benefits and
limitations. Waste Control
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
3 Write the features of Activity network diagram. Level 3 Applying
4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
Level 6 Creating
7
What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
Engineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
9
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
organization? Discuss the Steps involved in DMAIC & DMADV.
(8)
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
brightness desired to be within a certain range. Random samples
of 5 Bulbs are chosen from the output and their luminance values
measured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
? X
i
=2550 ? S
i
=195 the specifications are
90?15 lumens.
i=1 i=1
(i) Find the Control limits for the X(Bar) and S charts.
(ii) Assuming that the process is in control, estimate the
process mean and process std deviation.
(8)
(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating
7 What are the steps in implementing TPM. Level 1 Remembering
8
Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
11
For the system shown in the figure 1, determine the system
reliability for 2000 hour of operation, and find the MTTF. Assume
that all 3 components have an identical time-to ? failure
distribution that all 3 components have an identical time to failure
Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
is the MTTF of each component? If it is desired for the system to
have a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j.
components a,b,c and f have a 1/10,000 chance of failure during
useful life. d,e,g and h have a 3/10,000 chance of failure.
Component I and j have a 5/10,000 chance of failure. What is the
overall reliability of the product? (7)
(8)
(5)
Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
14
(i)List the purpose of ?p-chart?. Inspection was carried out on 15
samples with sample size 25. Two samples had no defects, four
samples had each one defect five samples had each two defects,
and remaining four samples had each three defects. Determine the
limits and centre line of p-chart.
(ii) What is the use of process capability indices? Give any two
process capability indices.
(8)
(5)
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
2
In a capability study of a machine used for grinding a shaft to a diameter of 23.75?0.1mm of five
consecutive pieces has been taken for Seven Days.
The diameters of these shafts are as given below:
I II III IV V VI VII
23.80 23.78 23.78 23.78 23.76 23.76 23.78
23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76
Construct the X bar and R Chart and comment the process.
3
Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4
Write the step by step procedure to develop a TPM programme in an organization
11
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
Quality functions development (QFD) ? Benefits, Voice of customer, information organization, House
of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) ?FMEA stages,
design, process and documentation. Seven Tools (old & new). Bench marking and POKAYOKE-
Hoshin Planning.
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Define Quality Function Deployment.
Level 1 Remembering
2 What are the objectives of QFD? Level 2 Understanding
3 Identify the six sections of a basic house of quality matrix. Level 3 Applying
4
What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
Mode?
Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
Summarize the uses of Bench marking
Level 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
10
What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
Level 5 Evaluating
12
Compare benchmark and pokayoke.
Level 6 Creating
13
What is Benchmarking?
Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
15 Identify the benefits of pokayoke. Level 3 Applying
16 Analyse when relationship diagram is used ? Level 4 Analysing
17 Define POKA YOKE. Level 1 Remembering
18
Will you state the four tools of quality?
Level 2 Understanding
19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
12
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
What are the types of customer information? How is it collected?
How it is used in QFD?
Level 1 Remembering
2 Describe features of QFD. Level 2 Understanding
3
How would you show your understanding of FMEA? Explain its
procedure for automotive organization
Level 3 Applying
4
(i)Illustrate the features of FMEA?
(ii) Enumerate the role of FMEA in TQM. Also highlight the
scales used in FMEA.
(8)
(5)
Level 4 Analysing
5 Evaluate the process of QFD. Level 5 Evaluating
6.
Plan and discuss about the Construction the House of Quality.
Level 6 Creating
7
Describe in detail about the seven tools of Quality management .
Level 1 Remembering
8 Explain the seven steps in Hoshin Planning. Level 2 Understanding
9
?Creative solutions will emerge only from seven new
management tools? Discuss.
Level 3 Applying
10
Examine the significance of Hoshin planning system.
Level 4 Analysing
11
How would you describe scatter diagram? Outline the steps used
to construct.
Level 1 Remembering
12
(i)Explain the reasons for Benchmarking?
(ii) Interpret the term ?POKA YOKE?. Discuss its applications.
(8)
(5)
Level 2 Understanding
13 Categorize the Benchmarking process with an illustration. Level 4 Analysing
14
Compare prevention based Pokayoke and Detection- based
pokayoke.
Level 1 Remembering
PART - C
S.NO QUESTIONS
1
A coffee shop owner gets sudden increase in complaints about poor quality apply cause and effect
diagram to this situation
2 Explain the application of FEMA in Snack Industry.
3 ?create solutions will emerge only from seven new management tool- discuss
4 Discuss with an example the stages in building the House of Quality.
13
UNIT ? V ? QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION
Introduction to IS/ISO 9004:2018 ? quality management systems ? guidelines for performance
improvements. Environmental Management system, ISO 14000, Quality Audits. TQM culture,
Leadership ? quality council, employee involvement, motivation, empowerment, recognition and
reward. International/National Quality Awards
PART- A
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
Explain ISO.
Level 1 Remembering
2 What is the function of ISO 9004? Level 2 Understanding
3 Classify the objectives of ISO 9004 Quality System Standards. Level 3 Applying
4
Outline the need for ISO9004.
Level 4 Analysing
5
Elaborate quality system requirements
Level 5 Evaluating
6 Interpret the necessity for Documentation Level 6 Creating
7
What is quality audit on the basis of area of coverage?
Level 1 Remembering
8
What is quality audit?
Level 2 Understanding
9
Identify the stages of Quality Audit.
Level 3 Applying
10 What is Quality Council? Level 4 Analysing
11
What are the important aspects of employee involvement?
Level 5 Evaluating
12
What is your opinion on the indicators of Poor Motivation level
among the Employees?
Level 6 Creating
13
Define empowerment.
Level 1 Remembering
14
What do you understand by the term Reward?
Level 2 Understanding
15 What other way would you plan satisfy your employees? Level 3 Applying
16 List any two TQM award and name any two Motivation Theory. Level 4 Analysing
17 Identify the main idea of TQM leadership Level 1 Remembering
18
What are the obstacles to frame with TQM framework?
Level 2 Understanding
19 What is self actualization? Level 1 Remembering
20 Define the term ?Empowerment? in Quality aspects. Level 1 Remembering
14
PART- B
S.NO QUESTIONS
BT
LEVEL
COMPETENCE
1
(i)State the benefits of ISO 2018 Certification?
(ii) What is ISO 9004? State its significance?
(8)
(5)
Level 1 Remembering
2 Demonstrate the various stages of Quality Auditing. Level 2 Understanding
3
Summarize the necessity, required documents and benefits of
documentation of quality system.
Level 3 Applying
4
Analyze the implementation aspects of ISO 14000.
Level 4 Analysing
5
How would you show your understanding of various principles of
leadership? Also highlight what leadership style is most
appropriate in a total quality setting and why?
Level 5 Evaluating
6. How would you summarize the characteristics of quality leaders? Level 6 Creating
7
Examine the need for QMS and steps to implementation of Quality
System.
Level 1 Remembering
8
What is the need for quality council? Discuss its function.
Level 2 Understanding
9
Discuss the responsibilities of the quality council coordinator?
Explain the quality structure in detail
Level 3 Applying
10 What is meant by employee involvement? Explain its benefits. Level 4 Analysing
11
Explain the various motivational theory of individual employee in
detail.
Level 1 Remembering
12
Describe the implementation of Quality Audit in a Textile
Industry.
Level 2 Understanding
13 How is recognition and reward related to employee involvement? Level 4 Analysing
14 Elaborate some national & International Quality Awards. Level 1 Remembering
PART - C
S.NO QUESTIONS
1 Describe the concept of Environmental Management System.
2 Explain the steps followed to get ISO 9000 certification for an IT industry
3
?Top management commitment (leadership)? drives all other key success factors of TQM. Do you
agree with the statement? Justify your answer quoting examples from Indian industry
4
Describe the characteristics of successful teams. Use a real time illustration.
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This post was last modified on 29 February 2020