DEPARTMENT
OF
MANAGEMENT STUDIES
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QUESTION BANK
I SEMESTER
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1915106 - TOTAL QUALITY MANAGEMENTRegulation ? 2019
Academic Year 2019 ? 2020
Prepared by
--- Content provided by FirstRanker.com ---
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
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DEPARTMENT
OF
MANAGEMENT STUDIES
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QUESTION BANKI SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
--- Content provided by FirstRanker.com ---
Regulation ? 2019Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
--- Content provided by FirstRanker.com ---
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)2
V ALLIAMMAI
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? .DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENTSEM / 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,
--- Content provided by FirstRanker.com ---
customer retention. Dimensions of product and service quality. Cost of quality.PART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
--- Content provided by FirstRanker.com ---
3 Identify the equation that would quantify quality? Level 3 Applying4
Classify the characteristics of quality.
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
Discuss the duties of quality council.Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
Compare appraisal and failure costs.
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
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?
--- Content provided by FirstRanker.com ---
Level 5 Evaluating12
Infer the meaning of Customer Retention.
Level 6 Creating
13
--- Content provided by FirstRanker.com ---
Define TQM.Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
15 How would you show your understanding on the benefits of TQM? Level 3 Applying16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
--- Content provided by FirstRanker.com ---
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?
DEPARTMENT
OF
--- Content provided by FirstRanker.com ---
MANAGEMENT STUDIESQUESTION BANK
--- Content provided by FirstRanker.com ---
I SEMESTER1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
--- Content provided by FirstRanker.com ---
Prepared byDr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
--- Content provided by FirstRanker.com ---
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
--- Content provided by FirstRanker.com ---
QUESTION BANKSUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
--- Content provided by FirstRanker.com ---
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policystatements. 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
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1
Define Quality.
--- Content provided by FirstRanker.com ---
Level 1 Remembering2 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.
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
--- Content provided by FirstRanker.com ---
7Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
--- Content provided by FirstRanker.com ---
Level 2 Understanding9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
--- Content provided by FirstRanker.com ---
11How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
--- Content provided by FirstRanker.com ---
Level 6 Creating13
Define TQM.
Level 1 Remembering
14
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
3
18 Define the term ?Quality Cost?. Level 2 Understanding
--- Content provided by FirstRanker.com ---
19 Outline the elements of customer service. Level 1 Remembering20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
--- Content provided by FirstRanker.com ---
How would you summarize TQM Principles?Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
--- Content provided by FirstRanker.com ---
(ii) How do the customers perceive Quality? Discuss them in detail.(8)
(5)
--- Content provided by FirstRanker.com ---
Level 3 Applying4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Categorize the various factors to assess customer perception on
Quality.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
--- Content provided by FirstRanker.com ---
(8)(5)
Level 6 Creating
--- Content provided by FirstRanker.com ---
7Examine the term Service Quality, its characteristics and
Expectations.
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
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?.
--- Content provided by FirstRanker.com ---
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
--- Content provided by FirstRanker.com ---
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
--- Content provided by FirstRanker.com ---
quality.Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
--- Content provided by FirstRanker.com ---
statements of a Manufacturing Organization.Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
--- Content provided by FirstRanker.com ---
13Conclude your understanding about the 5 perspectives of quality by
Garvin.
--- Content provided by FirstRanker.com ---
Level 4 Analysing14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
--- Content provided by FirstRanker.com ---
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?DEPARTMENT
OF
MANAGEMENT STUDIES
--- Content provided by FirstRanker.com ---
QUESTION BANK
I SEMESTER
--- Content provided by FirstRanker.com ---
1915106 - TOTAL QUALITY MANAGEMENTRegulation ? 2019
Academic Year 2019 ? 2020
Prepared by
--- Content provided by FirstRanker.com ---
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
--- Content provided by FirstRanker.com ---
V ALLIAMMAI? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
LEVELCOMPETENCE
1
Define Quality.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
2 Compare Dimensions of product and service quality. Level 2 Understanding3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
--- Content provided by FirstRanker.com ---
Define Vision & Mission.Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
9Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
--- Content provided by FirstRanker.com ---
How is Customer retention focused in TQM?Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
--- Content provided by FirstRanker.com ---
13Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
--- Content provided by FirstRanker.com ---
Level 2 Understanding15 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
--- Content provided by FirstRanker.com ---
3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
--- Content provided by FirstRanker.com ---
20 Record the characteristics of Quality Vision statement. Level 1 RememberingPART- B
S.NO QUESTIONS
BT
--- Content provided by FirstRanker.com ---
LEVELCOMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
--- Content provided by FirstRanker.com ---
Level 2 Understanding3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
--- Content provided by FirstRanker.com ---
(8)(5)
Level 3 Applying
--- Content provided by FirstRanker.com ---
4How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6.(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 6 Creating
7
--- Content provided by FirstRanker.com ---
Examine the term Service Quality, its characteristics andExpectations.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
--- Content provided by FirstRanker.com ---
Level 2 Understanding9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
--- Content provided by FirstRanker.com ---
Level 3 Applying10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
--- Content provided by FirstRanker.com ---
Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
--- Content provided by FirstRanker.com ---
Conclude your understanding about the 5 perspectives of quality byGarvin.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
14Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
--- Content provided by FirstRanker.com ---
Level 1 Remembering--- Content provided by FirstRanker.com ---
4
--- Content provided by FirstRanker.com ---
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
--- Content provided by FirstRanker.com ---
How will you improve customer focus in Indian industries? Draw the customer satisfactionorganizational 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.
--- Content provided by FirstRanker.com ---
4Discuss 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.
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
FirstRanker.com - FirstRanker's Choice
1
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(An
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DEPARTMENTOF
MANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
--- Content provided by FirstRanker.com ---
Academic Year 2019 ? 2020Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
--- Content provided by FirstRanker.com ---
2
V ALLIAMMAI
? .
--- Content provided by FirstRanker.com ---
DEPARTMENT OFMANAGEMENT STUDIESQUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
--- Content provided by FirstRanker.com ---
SEM / YEAR : I Semester /I YearUNIT ? 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.
--- Content provided by FirstRanker.com ---
PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1Define 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
--- Content provided by FirstRanker.com ---
4Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
--- Content provided by FirstRanker.com ---
Level 3 Applying10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
--- Content provided by FirstRanker.com ---
Level 1 Remembering14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
--- Content provided by FirstRanker.com ---
16 Summarize the need for Customer Focus. Level 4 Analysing17 Explain KANO Model. Level 1 Remembering
3
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1 How would you explain the TQM framework and its benefits? Level 1 Remembering2
How would you summarize TQM Principles?
Level 2 Understanding
3
--- Content provided by FirstRanker.com ---
(i)Sketch the Customer satisfaction Organizational Diagram andExplain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
--- Content provided by FirstRanker.com ---
relevance in Productivity Efficiency?Level 4 Analysing
5
Categorize the various factors to assess customer perception on
--- Content provided by FirstRanker.com ---
Quality.Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
--- Content provided by FirstRanker.com ---
(ii) Write down the importance of Quality policy statements withexample.
(8)
--- Content provided by FirstRanker.com ---
(5)Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
--- Content provided by FirstRanker.com ---
Also comment on the following statement ?Service Quality is moredifficult to define than Product Quality?.
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
Determine a Quality plan for activities to be carried out bymanagers in recent times highlighting the current trends.
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
Find out the various components of cost of quality with theinterrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
--- Content provided by FirstRanker.com ---
Level 1 Remembering12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
--- Content provided by FirstRanker.com ---
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
--- Content provided by FirstRanker.com ---
Discuss any eight points.Level 1 Remembering
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
4
PART - C
--- Content provided by FirstRanker.com ---
S.NO QUESTIONS1 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
--- Content provided by FirstRanker.com ---
3Name 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
--- Content provided by FirstRanker.com ---
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
5UNIT ? 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
--- Content provided by FirstRanker.com ---
methodology.PART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
--- Content provided by FirstRanker.com ---
3 Identify the concept Taguchi define Quality. Level 3 Applying4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
List the importance of A.V.Feigenbaum?s Cycle time reductionmethodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
--- Content provided by FirstRanker.com ---
Diagram?Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
--- Content provided by FirstRanker.com ---
Level 3 Applying10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
--- Content provided by FirstRanker.com ---
Level 6 Creating13
Describe Deming Cycle.
Level 1 Remembering
14
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
18What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
FirstRanker.com - FirstRanker's Choice1
(An
--- Content provided by FirstRanker.com ---
?
DEPARTMENT
OF
--- Content provided by FirstRanker.com ---
MANAGEMENT STUDIESQUESTION BANK
--- Content provided by FirstRanker.com ---
I SEMESTER1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
--- Content provided by FirstRanker.com ---
Prepared byDr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
--- Content provided by FirstRanker.com ---
V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
--- Content provided by FirstRanker.com ---
QUESTION BANKSUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
--- Content provided by FirstRanker.com ---
TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policystatements. 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
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1
Define Quality.
--- Content provided by FirstRanker.com ---
Level 1 Remembering2 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.
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
--- Content provided by FirstRanker.com ---
7Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
--- Content provided by FirstRanker.com ---
Level 2 Understanding9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
--- Content provided by FirstRanker.com ---
11How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
--- Content provided by FirstRanker.com ---
Level 6 Creating13
Define TQM.
Level 1 Remembering
14
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
3
18 Define the term ?Quality Cost?. Level 2 Understanding
--- Content provided by FirstRanker.com ---
19 Outline the elements of customer service. Level 1 Remembering20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
--- Content provided by FirstRanker.com ---
How would you summarize TQM Principles?Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
--- Content provided by FirstRanker.com ---
(ii) How do the customers perceive Quality? Discuss them in detail.(8)
(5)
--- Content provided by FirstRanker.com ---
Level 3 Applying4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Categorize the various factors to assess customer perception on
Quality.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
--- Content provided by FirstRanker.com ---
(8)(5)
Level 6 Creating
--- Content provided by FirstRanker.com ---
7Examine the term Service Quality, its characteristics and
Expectations.
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
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?.
--- Content provided by FirstRanker.com ---
Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
--- Content provided by FirstRanker.com ---
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
--- Content provided by FirstRanker.com ---
quality.Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
--- Content provided by FirstRanker.com ---
statements of a Manufacturing Organization.Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
--- Content provided by FirstRanker.com ---
13Conclude your understanding about the 5 perspectives of quality by
Garvin.
--- Content provided by FirstRanker.com ---
Level 4 Analysing14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
--- Content provided by FirstRanker.com ---
4
--- Content provided by FirstRanker.com ---
PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
--- Content provided by FirstRanker.com ---
2How 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
--- Content provided by FirstRanker.com ---
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.
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
5
--- Content provided by FirstRanker.com ---
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENTOverview 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
--- Content provided by FirstRanker.com ---
S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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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
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Classify the four parts of Deming wheel.Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
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Level 5 Evaluating6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
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7Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
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Level 2 Understanding9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
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How would you show your understanding on the on theJuran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
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Level 5 Evaluating12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
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Describe Deming Cycle.Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
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15 Classify any four principles of TQM. Level 3 Applying16 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?
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Level 2 Understanding19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6
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PART- B
S.NO QUESTIONS
BT
LEVEL
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COMPETENCE1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
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3i) 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)
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(8)(5)
Level 3 Applying
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4Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
--- Content provided by FirstRanker.com ---
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
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ii) Find the role of various members in the structure of quality circles& list out its benefits. (7marks)
(8)
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(5)Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
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9How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
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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?
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(8)(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
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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
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principle?(8)
(5)
Level 4 Analysing
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14i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
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(5)
Level 1 Remembering
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FirstRanker.com - FirstRanker's Choice1
(An
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?
DEPARTMENT
OF
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MANAGEMENT STUDIESQUESTION BANK
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I SEMESTER1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
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Prepared byDr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
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V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
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QUESTION BANKSUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
UNIT ? I ? INTRODUCTION
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TQM definition, Framework, Benefits, awareness and obstacles, Quality ? vision, mission and policystatements. 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
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BTLEVEL
COMPETENCE
1
Define Quality.
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Level 1 Remembering2 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.
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Level 4 Analysing5
Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
--- Content provided by FirstRanker.com ---
7Define Vision & Mission.
Level 1 Remembering
8
Compare appraisal and failure costs.
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Level 2 Understanding9
Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
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11How is Customer retention focused in TQM?
Level 5 Evaluating
12
Infer the meaning of Customer Retention.
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Level 6 Creating13
Define TQM.
Level 1 Remembering
14
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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
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3
18 Define the term ?Quality Cost?. Level 2 Understanding
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19 Outline the elements of customer service. Level 1 Remembering20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
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How would you summarize TQM Principles?Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
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(ii) How do the customers perceive Quality? Discuss them in detail.(8)
(5)
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Level 3 Applying4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Categorize the various factors to assess customer perception on
Quality.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
--- Content provided by FirstRanker.com ---
(8)(5)
Level 6 Creating
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7Examine the term Service Quality, its characteristics and
Expectations.
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Level 1 Remembering8
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?.
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Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
--- Content provided by FirstRanker.com ---
Level 3 Applying
10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
--- Content provided by FirstRanker.com ---
quality.Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
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statements of a Manufacturing Organization.Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
--- Content provided by FirstRanker.com ---
13Conclude your understanding about the 5 perspectives of quality by
Garvin.
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Level 4 Analysing14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
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Level 1 Remembering
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4
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PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
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2How 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
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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.
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5
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UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENTOverview 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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
Classify the four parts of Deming wheel.Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6
How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
--- Content provided by FirstRanker.com ---
7Interpret the objectives of Quality circles.
Level 1 Remembering
8
What is continuous process improvement?
--- Content provided by FirstRanker.com ---
Level 2 Understanding9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
How would you show your understanding on the on theJuran?s quality planning?
Level 4 Analysing
11
Define companywide Quality.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating12
How would show your understanding of PDCA Cycle?
Level 6 Creating
13
--- Content provided by FirstRanker.com ---
Describe Deming Cycle.Level 1 Remembering
14
Explain about Quality Circle.
Level 2 Understanding
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15 Classify any four principles of TQM. Level 3 Applying16 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?
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Level 2 Understanding19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6
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PART- B
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
3i) 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)
--- Content provided by FirstRanker.com ---
(8)(5)
Level 3 Applying
--- Content provided by FirstRanker.com ---
4Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
--- Content provided by FirstRanker.com ---
Level 4 Analysing5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
--- Content provided by FirstRanker.com ---
Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
(6marks)
--- Content provided by FirstRanker.com ---
ii) Find the role of various members in the structure of quality circles& list out its benefits. (7marks)
(8)
--- Content provided by FirstRanker.com ---
(5)Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
--- Content provided by FirstRanker.com ---
9How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
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?
--- Content provided by FirstRanker.com ---
(8)(5)
Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
--- Content provided by FirstRanker.com ---
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
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principle?(8)
(5)
Level 4 Analysing
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14i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
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(5)
Level 1 Remembering
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7PART - C
S.NO QUESTIONS
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1Discuss 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.
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4Cite atleast three organizational activities that can be categorized under management processes
that comprise Juran?s quality trilogy.
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--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
FirstRanker.com - FirstRanker's Choice
1
--- Content provided by FirstRanker.com ---
(An
?
--- Content provided by FirstRanker.com ---
DEPARTMENT
OF
MANAGEMENT STUDIES
--- Content provided by FirstRanker.com ---
QUESTION BANKI SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
--- Content provided by FirstRanker.com ---
Regulation ? 2019Academic Year 2019 ? 2020
Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
--- Content provided by FirstRanker.com ---
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)2
V ALLIAMMAI
--- Content provided by FirstRanker.com ---
? .DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENTSEM / 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,
--- Content provided by FirstRanker.com ---
customer retention. Dimensions of product and service quality. Cost of quality.PART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
Define Quality.
Level 1 Remembering
2 Compare Dimensions of product and service quality. Level 2 Understanding
--- Content provided by FirstRanker.com ---
3 Identify the equation that would quantify quality? Level 3 Applying4
Classify the characteristics of quality.
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
Discuss the duties of quality council.Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
Compare appraisal and failure costs.
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
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?
--- Content provided by FirstRanker.com ---
Level 5 Evaluating12
Infer the meaning of Customer Retention.
Level 6 Creating
13
--- Content provided by FirstRanker.com ---
Define TQM.Level 1 Remembering
14
Compare the different costs of quality.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
15 How would you show your understanding on the benefits of TQM? Level 3 Applying16 Summarize the need for Customer Focus. Level 4 Analysing
17 Explain KANO Model. Level 1 Remembering
--- Content provided by FirstRanker.com ---
318 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
--- Content provided by FirstRanker.com ---
PART- B
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
Level 2 Understanding
--- Content provided by FirstRanker.com ---
3(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
--- Content provided by FirstRanker.com ---
How would you classify the dimensions of Quality and itsrelevance in Productivity Efficiency?
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
Categorize the various factors to assess customer perception onQuality.
Level 5 Evaluating
6.
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(i)Justify the components of Quality policy Statements.(ii) Write down the importance of Quality policy statements with
example.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 6 Creating
7
Examine the term Service Quality, its characteristics and
--- Content provided by FirstRanker.com ---
Expectations.Level 1 Remembering
8
--- Content provided by FirstRanker.com ---
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
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9Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
Level 3 Applying
--- Content provided by FirstRanker.com ---
10Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
--- Content provided by FirstRanker.com ---
Level 4 Analysing11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
Garvin.Level 4 Analysing
14
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Examine how to overcome the TQM implementation obstacles.Discuss any eight points.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
4
--- Content provided by FirstRanker.com ---
PART - CS.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
--- Content provided by FirstRanker.com ---
organizational diagram and explain3
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
--- Content provided by FirstRanker.com ---
Discuss how a fast food restaurant could measure its quality effectiveness using each of thefollowing definitions of quality: product ? based, user-based, value-based, and manufacturing-based.
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
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5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
--- Content provided by FirstRanker.com ---
Continuous Improvement- Kaizen, Concepts of Quality circle, Japanese 5S principles and 8Dmethodology.
PART- A
S.NO QUESTIONS
BT
--- Content provided by FirstRanker.com ---
LEVELCOMPETENCE
1
Define brainstorming.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding3 Identify the concept Taguchi define Quality. Level 3 Applying
4
Classify the four parts of Deming wheel.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
6
--- Content provided by FirstRanker.com ---
How would you show your understanding the benefits of IshikawaDiagram?
Level 6 Creating
7
Interpret the objectives of Quality circles.
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
What is continuous process improvement?
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
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?
--- Content provided by FirstRanker.com ---
Level 4 Analysing11
Define companywide Quality.
Level 5 Evaluating
12
--- Content provided by FirstRanker.com ---
How would show your understanding of PDCA Cycle?Level 6 Creating
13
Describe Deming Cycle.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
14Explain 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
--- Content provided by FirstRanker.com ---
17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering18
What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
--- Content provided by FirstRanker.com ---
20 Define 5S. Level 1 Remembering--- Content provided by FirstRanker.com ---
6
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
--- Content provided by FirstRanker.com ---
2Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
i) How would you show your understanding on the contributions of
--- Content provided by FirstRanker.com ---
Feigenbaum? (6marks)ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
Explain the Juran Trilogy covering planning, control and
--- Content provided by FirstRanker.com ---
improvement in detail. Why is it considered as one of the bestapproaches?
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
Conclude on what is TQM and explain the 10 steps of Juran?squality improvement.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for theQuality Movement.
Level 6 Creating
--- Content provided by FirstRanker.com ---
7i) 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)
--- Content provided by FirstRanker.com ---
(8)(5)
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
How would you show your understanding on the essentials PDCA
--- Content provided by FirstRanker.com ---
Cycle?Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
(5)
--- Content provided by FirstRanker.com ---
Level 1 Remembering12
Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
13(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
--- Content provided by FirstRanker.com ---
ii) List some benefits of using ?8D? methodology for problemsolving.
(8)
(5)
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Level 1 Remembering--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
7
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PART - C
S.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
that comprise Juran?s quality trilogy.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
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8
UNIT ? III ? STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) ? construction of control charts for
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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
--- Content provided by FirstRanker.com ---
PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1What 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
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4List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
Can you assess the importance of TPM?
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6
What is the difference between control limits with specification
limits?
Level 6 Creating
--- Content provided by FirstRanker.com ---
7What is Process capability Index?
Level 1 Remembering
8
How the upper and lower capability indices are fixed?
--- Content provided by FirstRanker.com ---
Level 2 Understanding9
Name some new management tools.
Level 3 Applying
10
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What are the factors that distinguish six sigma concepts fromtraditional quality management concepts?
Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
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Level 5 Evaluating12
What is your opinion of Terotechnology?
Level 6 Creating
13
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What is the significance of SPC?Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
15How would you show your understanding on Process
Engineering?
Level 3 Applying
16
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Can you make a distinction between failure mode and failureeffects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
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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
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FirstRanker.com - FirstRanker's Choice
1
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(An
?
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DEPARTMENTOF
MANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
--- Content provided by FirstRanker.com ---
Academic Year 2019 ? 2020Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
--- Content provided by FirstRanker.com ---
2
V ALLIAMMAI
? .
--- Content provided by FirstRanker.com ---
DEPARTMENT OFMANAGEMENT STUDIESQUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
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SEM / YEAR : I Semester /I YearUNIT ? 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.
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1Define 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
--- Content provided by FirstRanker.com ---
4Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
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8Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
--- Content provided by FirstRanker.com ---
Level 3 Applying10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
--- Content provided by FirstRanker.com ---
Level 1 Remembering14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
--- Content provided by FirstRanker.com ---
16 Summarize the need for Customer Focus. Level 4 Analysing17 Explain KANO Model. Level 1 Remembering
3
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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
--- Content provided by FirstRanker.com ---
PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1 How would you explain the TQM framework and its benefits? Level 1 Remembering2
How would you summarize TQM Principles?
Level 2 Understanding
3
--- Content provided by FirstRanker.com ---
(i)Sketch the Customer satisfaction Organizational Diagram andExplain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
--- Content provided by FirstRanker.com ---
relevance in Productivity Efficiency?Level 4 Analysing
5
Categorize the various factors to assess customer perception on
--- Content provided by FirstRanker.com ---
Quality.Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
--- Content provided by FirstRanker.com ---
(ii) Write down the importance of Quality policy statements withexample.
(8)
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(5)Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
--- Content provided by FirstRanker.com ---
Also comment on the following statement ?Service Quality is moredifficult to define than Product Quality?.
Level 2 Understanding
9
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Determine a Quality plan for activities to be carried out bymanagers in recent times highlighting the current trends.
Level 3 Applying
10
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Find out the various components of cost of quality with theinterrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
--- Content provided by FirstRanker.com ---
Level 1 Remembering12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
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Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
--- Content provided by FirstRanker.com ---
Discuss any eight points.Level 1 Remembering
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--- Content provided by FirstRanker.com ---
4
PART - C
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S.NO QUESTIONS1 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
--- Content provided by FirstRanker.com ---
3Name 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
--- Content provided by FirstRanker.com ---
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
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5UNIT ? 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
--- Content provided by FirstRanker.com ---
methodology.PART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
--- Content provided by FirstRanker.com ---
3 Identify the concept Taguchi define Quality. Level 3 Applying4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
List the importance of A.V.Feigenbaum?s Cycle time reductionmethodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
--- Content provided by FirstRanker.com ---
Diagram?Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
--- Content provided by FirstRanker.com ---
Level 3 Applying10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
--- Content provided by FirstRanker.com ---
Level 6 Creating13
Describe Deming Cycle.
Level 1 Remembering
14
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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
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18What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
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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)
--- Content provided by FirstRanker.com ---
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towardsquality with suitable example? (7marks)
(8)
--- Content provided by FirstRanker.com ---
(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
--- Content provided by FirstRanker.com ---
approaches?Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
--- Content provided by FirstRanker.com ---
quality improvement.Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
--- Content provided by FirstRanker.com ---
Quality Movement.Level 6 Creating
7
--- Content provided by FirstRanker.com ---
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)
--- Content provided by FirstRanker.com ---
(5)
Level 1 Remembering
8
--- Content provided by FirstRanker.com ---
Generalize the 10 steps of Juran?s quality improvementLevel 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
--- Content provided by FirstRanker.com ---
Level 3 Applying10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
--- Content provided by FirstRanker.com ---
(i) How would you describe kaizen model?(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
--- Content provided by FirstRanker.com ---
12Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
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(i) Examine the process of 5S in detail.ii) What are the factors required for the implementation of 5S
principle?
(8)
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(5)Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
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solving.(8)
(5)
Level 1 Remembering
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7
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PART - CS.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
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3Do 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.
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8UNIT ? 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 -
--- Content provided by FirstRanker.com ---
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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
List the contribution of Statistical Process Control to Quality.Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6What is the difference between control limits with specification
limits?
Level 6 Creating
7
--- Content provided by FirstRanker.com ---
What is Process capability Index?Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
--- Content provided by FirstRanker.com ---
9Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
--- Content provided by FirstRanker.com ---
traditional quality management concepts?Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
--- Content provided by FirstRanker.com ---
Level 1 Remembering14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
--- Content provided by FirstRanker.com ---
How would you show your understanding on ProcessEngineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
--- Content provided by FirstRanker.com ---
effects?Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
--- Content provided by FirstRanker.com ---
Level 2 Understanding19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
--- Content provided by FirstRanker.com ---
9
PART- B
--- Content provided by FirstRanker.com ---
S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
--- Content provided by FirstRanker.com ---
2Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
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)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
--- Content provided by FirstRanker.com ---
brightness desired to be within a certain range. Random samplesof 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.
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30 30? X
i
=2550 ? S
i
--- Content provided by FirstRanker.com ---
=195 the specifications are90?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
--- Content provided by FirstRanker.com ---
process mean and process std deviation.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
(8)
(5)
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5 Summarize the choice of control charts. Level 5 Evaluating6. 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
--- Content provided by FirstRanker.com ---
explain the methodology for computing OEE.Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
Compute trial control limits, plot appropriate chart and draw theconclusion.
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
In a injection moulding process, the results of the inspection of 10lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
--- Content provided by FirstRanker.com ---
13 3 9 4 10 6 7 15 4 2Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11For 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
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Level 1 Remembering
FirstRanker.com - FirstRanker's Choice
1
--- Content provided by FirstRanker.com ---
(An
?
--- Content provided by FirstRanker.com ---
DEPARTMENTOF
MANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
--- Content provided by FirstRanker.com ---
Academic Year 2019 ? 2020Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
--- Content provided by FirstRanker.com ---
2
V ALLIAMMAI
? .
--- Content provided by FirstRanker.com ---
DEPARTMENT OFMANAGEMENT STUDIESQUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
--- Content provided by FirstRanker.com ---
SEM / YEAR : I Semester /I YearUNIT ? 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.
--- Content provided by FirstRanker.com ---
PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1Define 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
--- Content provided by FirstRanker.com ---
4Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
--- Content provided by FirstRanker.com ---
Level 3 Applying10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
--- Content provided by FirstRanker.com ---
Level 1 Remembering14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
--- Content provided by FirstRanker.com ---
16 Summarize the need for Customer Focus. Level 4 Analysing17 Explain KANO Model. Level 1 Remembering
3
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1 How would you explain the TQM framework and its benefits? Level 1 Remembering2
How would you summarize TQM Principles?
Level 2 Understanding
3
--- Content provided by FirstRanker.com ---
(i)Sketch the Customer satisfaction Organizational Diagram andExplain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
--- Content provided by FirstRanker.com ---
relevance in Productivity Efficiency?Level 4 Analysing
5
Categorize the various factors to assess customer perception on
--- Content provided by FirstRanker.com ---
Quality.Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
--- Content provided by FirstRanker.com ---
(ii) Write down the importance of Quality policy statements withexample.
(8)
--- Content provided by FirstRanker.com ---
(5)Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
--- Content provided by FirstRanker.com ---
Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
--- Content provided by FirstRanker.com ---
Also comment on the following statement ?Service Quality is moredifficult to define than Product Quality?.
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
Determine a Quality plan for activities to be carried out bymanagers in recent times highlighting the current trends.
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
Find out the various components of cost of quality with theinterrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
--- Content provided by FirstRanker.com ---
Level 1 Remembering12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
--- Content provided by FirstRanker.com ---
Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
--- Content provided by FirstRanker.com ---
Discuss any eight points.Level 1 Remembering
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
4
PART - C
--- Content provided by FirstRanker.com ---
S.NO QUESTIONS1 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
--- Content provided by FirstRanker.com ---
3Name 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
--- Content provided by FirstRanker.com ---
following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
5UNIT ? 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
--- Content provided by FirstRanker.com ---
methodology.PART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
--- Content provided by FirstRanker.com ---
3 Identify the concept Taguchi define Quality. Level 3 Applying4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
--- Content provided by FirstRanker.com ---
List the importance of A.V.Feigenbaum?s Cycle time reductionmethodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
--- Content provided by FirstRanker.com ---
Diagram?Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
8What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
--- Content provided by FirstRanker.com ---
Level 3 Applying10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
--- Content provided by FirstRanker.com ---
Level 6 Creating13
Describe Deming Cycle.
Level 1 Remembering
14
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
18What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
6PART- B
S.NO QUESTIONS
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
--- Content provided by FirstRanker.com ---
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)
--- Content provided by FirstRanker.com ---
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towardsquality with suitable example? (7marks)
(8)
--- Content provided by FirstRanker.com ---
(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
--- Content provided by FirstRanker.com ---
approaches?Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
--- Content provided by FirstRanker.com ---
quality improvement.Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
--- Content provided by FirstRanker.com ---
Quality Movement.Level 6 Creating
7
--- Content provided by FirstRanker.com ---
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)
--- Content provided by FirstRanker.com ---
(5)
Level 1 Remembering
8
--- Content provided by FirstRanker.com ---
Generalize the 10 steps of Juran?s quality improvementLevel 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
--- Content provided by FirstRanker.com ---
Level 3 Applying10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
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(i) How would you describe kaizen model?(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
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12Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
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(i) Examine the process of 5S in detail.ii) What are the factors required for the implementation of 5S
principle?
(8)
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(5)Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
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solving.(8)
(5)
Level 1 Remembering
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7
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PART - CS.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
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3Do 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.
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8UNIT ? 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 -
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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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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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
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List the contribution of Statistical Process Control to Quality.Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6What is the difference between control limits with specification
limits?
Level 6 Creating
7
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What is Process capability Index?Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
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9Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
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traditional quality management concepts?Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
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12What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
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Level 1 Remembering14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
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How would you show your understanding on ProcessEngineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
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effects?Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
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Level 2 Understanding19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
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9
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
--- Content provided by FirstRanker.com ---
2Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
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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)
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(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
--- Content provided by FirstRanker.com ---
brightness desired to be within a certain range. Random samplesof 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.
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30 30? X
i
=2550 ? S
i
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=195 the specifications are90?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
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process mean and process std deviation.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
(8)
(5)
Level 4 Analysing
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5 Summarize the choice of control charts. Level 5 Evaluating6. 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
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explain the methodology for computing OEE.Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
--- Content provided by FirstRanker.com ---
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
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Compute trial control limits, plot appropriate chart and draw theconclusion.
Level 3 Applying
10
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In a injection moulding process, the results of the inspection of 10lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
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13 3 9 4 10 6 7 15 4 2Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
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11For 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
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Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
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that is exponential, with a constant failure rate of 0.0005/hr. whatis 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?
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Figure 1: Systems with components in Parallel12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
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(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)
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(8)(5)
Level 2 Understanding
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13Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
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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
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limits and centre line of p-chart.(ii) What is the use of process capability indices? Give any two
process capability indices.
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(8)
(5)
Level 1 Remembering
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PART - C
S.NO QUESTIONS
1
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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:
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I II III IV V VI VII23.80 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
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23.78 23.75 23.77 23.78 23.79 23.73 23.76Construct 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
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Write the step by step procedure to develop a TPM programme in an organizationFirstRanker.com - FirstRanker's Choice
1
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(An
?
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DEPARTMENTOF
MANAGEMENT STUDIES
QUESTION BANK
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I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
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Academic Year 2019 ? 2020Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
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2
V ALLIAMMAI
? .
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DEPARTMENT OFMANAGEMENT STUDIESQUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
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SEM / YEAR : I Semester /I YearUNIT ? 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.
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1Define 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
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4Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
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Level 5 Evaluating6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
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8Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
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Level 3 Applying10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
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12Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
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Level 1 Remembering14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
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16 Summarize the need for Customer Focus. Level 4 Analysing17 Explain KANO Model. Level 1 Remembering
3
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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
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PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1 How would you explain the TQM framework and its benefits? Level 1 Remembering2
How would you summarize TQM Principles?
Level 2 Understanding
3
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(i)Sketch the Customer satisfaction Organizational Diagram andExplain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
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(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
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relevance in Productivity Efficiency?Level 4 Analysing
5
Categorize the various factors to assess customer perception on
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Quality.Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
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(ii) Write down the importance of Quality policy statements withexample.
(8)
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(5)Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
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Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
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Also comment on the following statement ?Service Quality is moredifficult to define than Product Quality?.
Level 2 Understanding
9
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Determine a Quality plan for activities to be carried out bymanagers in recent times highlighting the current trends.
Level 3 Applying
10
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Find out the various components of cost of quality with theinterrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
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11Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
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Level 1 Remembering12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
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Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
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Discuss any eight points.Level 1 Remembering
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4
PART - C
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S.NO QUESTIONS1 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
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3Name 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
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following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.--- Content provided by FirstRanker.com ---
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5UNIT ? 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
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methodology.PART- A
S.NO QUESTIONS
BT
LEVEL
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COMPETENCE1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
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3 Identify the concept Taguchi define Quality. Level 3 Applying4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
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List the importance of A.V.Feigenbaum?s Cycle time reductionmethodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
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Diagram?Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
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8What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
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Level 3 Applying10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
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11Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
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Level 6 Creating13
Describe Deming Cycle.
Level 1 Remembering
14
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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
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18What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
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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)
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ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towardsquality with suitable example? (7marks)
(8)
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(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
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approaches?Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
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quality improvement.Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
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Quality Movement.Level 6 Creating
7
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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)
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(5)
Level 1 Remembering
8
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Generalize the 10 steps of Juran?s quality improvementLevel 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
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Level 3 Applying10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
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(i) How would you describe kaizen model?(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
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12Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
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(i) Examine the process of 5S in detail.ii) What are the factors required for the implementation of 5S
principle?
(8)
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(5)Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
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solving.(8)
(5)
Level 1 Remembering
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7
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PART - CS.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
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3Do 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.
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8UNIT ? 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 -
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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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
List the contribution of Statistical Process Control to Quality.Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6What is the difference between control limits with specification
limits?
Level 6 Creating
7
--- Content provided by FirstRanker.com ---
What is Process capability Index?Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
--- Content provided by FirstRanker.com ---
9Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
--- Content provided by FirstRanker.com ---
traditional quality management concepts?Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
--- Content provided by FirstRanker.com ---
Level 1 Remembering14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
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How would you show your understanding on ProcessEngineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
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effects?Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
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Level 2 Understanding19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
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9
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
--- Content provided by FirstRanker.com ---
2Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
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)
--- Content provided by FirstRanker.com ---
(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
--- Content provided by FirstRanker.com ---
brightness desired to be within a certain range. Random samplesof 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.
--- Content provided by FirstRanker.com ---
30 30? X
i
=2550 ? S
i
--- Content provided by FirstRanker.com ---
=195 the specifications are90?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
--- Content provided by FirstRanker.com ---
process mean and process std deviation.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
(8)
(5)
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5 Summarize the choice of control charts. Level 5 Evaluating6. 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
--- Content provided by FirstRanker.com ---
explain the methodology for computing OEE.Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
Compute trial control limits, plot appropriate chart and draw theconclusion.
Level 3 Applying
10
--- Content provided by FirstRanker.com ---
In a injection moulding process, the results of the inspection of 10lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
--- Content provided by FirstRanker.com ---
13 3 9 4 10 6 7 15 4 2Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11For 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
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Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
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that is exponential, with a constant failure rate of 0.0005/hr. whatis 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?
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Figure 1: Systems with components in Parallel12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
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(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)
--- Content provided by FirstRanker.com ---
(8)(5)
Level 2 Understanding
--- Content provided by FirstRanker.com ---
13Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
--- Content provided by FirstRanker.com ---
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
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limits and centre line of p-chart.(ii) What is the use of process capability indices? Give any two
process capability indices.
--- Content provided by FirstRanker.com ---
(8)
(5)
Level 1 Remembering
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PART - C
S.NO QUESTIONS
1
--- Content provided by FirstRanker.com ---
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:
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I II III IV V VI VII23.80 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
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23.78 23.75 23.77 23.78 23.79 23.73 23.76Construct 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
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Write the step by step procedure to develop a TPM programme in an organization11
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UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENTQuality 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.
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1Define 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
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4What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
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Mode?Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
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Summarize the uses of Bench markingLevel 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
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10What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
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Level 5 Evaluating12
Compare benchmark and pokayoke.
Level 6 Creating
13
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What is Benchmarking?Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
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15 Identify the benefits of pokayoke. Level 3 Applying16 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?
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Level 2 Understanding19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
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FirstRanker.com - FirstRanker's Choice
1
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(An
?
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DEPARTMENTOF
MANAGEMENT STUDIES
QUESTION BANK
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I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
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Academic Year 2019 ? 2020Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
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2
V ALLIAMMAI
? .
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DEPARTMENT OFMANAGEMENT STUDIESQUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
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SEM / YEAR : I Semester /I YearUNIT ? 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.
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1Define 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
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4Classify the characteristics of quality.
Level 4 Analysing
5
Discuss the duties of quality council.
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Level 5 Evaluating6 Interpret the essential steps of quality planning? Level 6 Creating
7
Define Vision & Mission.
Level 1 Remembering
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8Compare appraisal and failure costs.
Level 2 Understanding
9
Define Return on Quality (ROQ).
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Level 3 Applying10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
How is Customer retention focused in TQM?
Level 5 Evaluating
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12Infer the meaning of Customer Retention.
Level 6 Creating
13
Define TQM.
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Level 1 Remembering14
Compare the different costs of quality.
Level 2 Understanding
15 How would you show your understanding on the benefits of TQM? Level 3 Applying
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16 Summarize the need for Customer Focus. Level 4 Analysing17 Explain KANO Model. Level 1 Remembering
3
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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
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PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1 How would you explain the TQM framework and its benefits? Level 1 Remembering2
How would you summarize TQM Principles?
Level 2 Understanding
3
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(i)Sketch the Customer satisfaction Organizational Diagram andExplain.
(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
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(5)
Level 3 Applying
4
How would you classify the dimensions of Quality and its
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relevance in Productivity Efficiency?Level 4 Analysing
5
Categorize the various factors to assess customer perception on
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Quality.Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
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(ii) Write down the importance of Quality policy statements withexample.
(8)
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(5)Level 6 Creating
7
Examine the term Service Quality, its characteristics and
Expectations.
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Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
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Also comment on the following statement ?Service Quality is moredifficult to define than Product Quality?.
Level 2 Understanding
9
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Determine a Quality plan for activities to be carried out bymanagers in recent times highlighting the current trends.
Level 3 Applying
10
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Find out the various components of cost of quality with theinterrelationship among them in minimizing the total cost of
quality.
Level 4 Analysing
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11Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
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Level 1 Remembering12 Describe the concept cost of quality in detail Level 2 Understanding
13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
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Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
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Discuss any eight points.Level 1 Remembering
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4
PART - C
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S.NO QUESTIONS1 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
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3Name 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
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following definitions of quality: product ? based, user-based, value-based, and manufacturing-based.--- Content provided by FirstRanker.com ---
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5UNIT ? 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
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methodology.PART- A
S.NO QUESTIONS
BT
LEVEL
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COMPETENCE1
Define brainstorming.
Level 1 Remembering
2 Summarize the concept of loss function in Quality Management. Level 2 Understanding
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3 Identify the concept Taguchi define Quality. Level 3 Applying4
Classify the four parts of Deming wheel.
Level 4 Analysing
5
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List the importance of A.V.Feigenbaum?s Cycle time reductionmethodology.
Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
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Diagram?Level 6 Creating
7
Interpret the objectives of Quality circles.
Level 1 Remembering
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8What is continuous process improvement?
Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
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Level 3 Applying10
How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
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11Define companywide Quality.
Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
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Level 6 Creating13
Describe Deming Cycle.
Level 1 Remembering
14
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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
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18What is 8D methodology?
Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
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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)
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ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towardsquality with suitable example? (7marks)
(8)
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(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
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approaches?Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
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quality improvement.Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
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Quality Movement.Level 6 Creating
7
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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)
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(5)
Level 1 Remembering
8
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Generalize the 10 steps of Juran?s quality improvementLevel 2 Understanding
9
How would you show your understanding on the essentials PDCA
Cycle?
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Level 3 Applying10
Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
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(i) How would you describe kaizen model?(ii)List out the merits of Kaizen model?
(8)
(5)
Level 1 Remembering
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12Can you briefly explain the steps for problem solving in
Quality Circle.
Level 2 Understanding
13
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(i) Examine the process of 5S in detail.ii) What are the factors required for the implementation of 5S
principle?
(8)
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(5)Level 4 Analysing
14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
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solving.(8)
(5)
Level 1 Remembering
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7
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PART - CS.NO QUESTIONS
1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
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3Do 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.
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8UNIT ? 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 -
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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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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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
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List the contribution of Statistical Process Control to Quality.Level 4 Analysing
5
Can you assess the importance of TPM?
Level 5 Evaluating
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6What is the difference between control limits with specification
limits?
Level 6 Creating
7
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What is Process capability Index?Level 1 Remembering
8
How the upper and lower capability indices are fixed?
Level 2 Understanding
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9Name some new management tools.
Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
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traditional quality management concepts?Level 4 Analysing
11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
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12What is your opinion of Terotechnology?
Level 6 Creating
13
What is the significance of SPC?
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Level 1 Remembering14
Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
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How would you show your understanding on ProcessEngineering?
Level 3 Applying
16
Can you make a distinction between failure mode and failure
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effects?Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
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Level 2 Understanding19 Define process improvement Level 1 Remembering
20 Can you list the any application of BPR in Quality? Level 1 Remembering
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9
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
--- Content provided by FirstRanker.com ---
2Describe Product Life characteristics Curve and its Functional
impact.
Level 2 Understanding
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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)
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(5)
Level 3 Applying
4
Light bulbs are tested for their Luminance, with the intensity of
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brightness desired to be within a certain range. Random samplesof 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.
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30 30? X
i
=2550 ? S
i
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=195 the specifications are90?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
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process mean and process std deviation.--- Content provided by FirstRanker.com ---
--- Content provided by FirstRanker.com ---
(8)
(5)
Level 4 Analysing
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5 Summarize the choice of control charts. Level 5 Evaluating6. 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
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explain the methodology for computing OEE.Level 2 Understanding
9
In a casting process, the results of the inspection of 10 lots of 125
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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
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Compute trial control limits, plot appropriate chart and draw theconclusion.
Level 3 Applying
10
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In a injection moulding process, the results of the inspection of 10lots of 100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
No. of
Defectives
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13 3 9 4 10 6 7 15 4 2Compute trial control limits, plot appropriate chart and draw the
conclusion.
Level 4 Analysing
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11For 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
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Level 1 Remembering
10
distribution that is exponential, with a constant failure distribution
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that is exponential, with a constant failure rate of 0.0005/hr. whatis 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?
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Figure 1: Systems with components in Parallel12
(i) Explain in detail the series and parallel reliability models and
the implications for product design (6)
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(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)
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(8)(5)
Level 2 Understanding
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13Outline the principles and applications of Process
Improvement BPI.
Level 4 Analysing
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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
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limits and centre line of p-chart.(ii) What is the use of process capability indices? Give any two
process capability indices.
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(8)
(5)
Level 1 Remembering
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PART - C
S.NO QUESTIONS
1
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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:
--- Content provided by FirstRanker.com ---
I II III IV V VI VII23.80 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
--- Content provided by FirstRanker.com ---
23.78 23.75 23.77 23.78 23.79 23.73 23.76Construct 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
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Write the step by step procedure to develop a TPM programme in an organization11
--- Content provided by FirstRanker.com ---
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENTQuality 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.
--- Content provided by FirstRanker.com ---
PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1Define 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
--- Content provided by FirstRanker.com ---
4What are the various types of FMEA Process?
Level 4 Analysing
5
What do you critically determining the number of Express Failure
--- Content provided by FirstRanker.com ---
Mode?Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
--- Content provided by FirstRanker.com ---
Summarize the uses of Bench markingLevel 2 Understanding
9
Classify the seven tools of quality control.
Level 3 Applying
--- Content provided by FirstRanker.com ---
10What are the types of check sheets commonly used?
Level 4 Analysing
11
Why do you think matrix diagram is essential?
--- Content provided by FirstRanker.com ---
Level 5 Evaluating12
Compare benchmark and pokayoke.
Level 6 Creating
13
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What is Benchmarking?Level 1 Remembering
14
Outline the sources of Benchmarking.
Level 2 Understanding
--- Content provided by FirstRanker.com ---
15 Identify the benefits of pokayoke. Level 3 Applying16 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?
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Level 2 Understanding19 What is matrix data analysis diagram? Level 1 Remembering
20 What is Flow Chart? Level 1 Remembering
--- Content provided by FirstRanker.com ---
12
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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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
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3How would you show your understanding of FMEA? Explain its
procedure for automotive organization
Level 3 Applying
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4(i)Illustrate the features of FMEA?
(ii) Enumerate the role of FMEA in TQM. Also highlight the
scales used in FMEA.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 4 Analysing
5 Evaluate the process of QFD. Level 5 Evaluating
6.
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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
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8 Explain the seven steps in Hoshin Planning. Level 2 Understanding9
?Creative solutions will emerge only from seven new
management tools? Discuss.
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Level 3 Applying10
Examine the significance of Hoshin planning system.
Level 4 Analysing
11
--- Content provided by FirstRanker.com ---
How would you describe scatter diagram? Outline the steps usedto construct.
Level 1 Remembering
12
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(i)Explain the reasons for Benchmarking?(ii) Interpret the term ?POKA YOKE?. Discuss its applications.
(8)
(5)
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Level 2 Understanding13 Categorize the Benchmarking process with an illustration. Level 4 Analysing
14
Compare prevention based Pokayoke and Detection- based
pokayoke.
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Level 1 Remembering
PART - C
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S.NO QUESTIONS1
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.
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3 ?create solutions will emerge only from seven new management tool- discuss4 Discuss with an example the stages in building the House of Quality.
FirstRanker.com - FirstRanker's Choice
--- Content provided by FirstRanker.com ---
1(An
--- Content provided by FirstRanker.com ---
?DEPARTMENT
OF
MANAGEMENT STUDIES
--- Content provided by FirstRanker.com ---
QUESTION BANK
I SEMESTER
--- Content provided by FirstRanker.com ---
1915106 - TOTAL QUALITY MANAGEMENTRegulation ? 2019
Academic Year 2019 ? 2020
Prepared by
--- Content provided by FirstRanker.com ---
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
2
--- Content provided by FirstRanker.com ---
V ALLIAMMAI? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
LEVELCOMPETENCE
1
Define Quality.
Level 1 Remembering
--- Content provided by FirstRanker.com ---
2 Compare Dimensions of product and service quality. Level 2 Understanding3 Identify the equation that would quantify quality? Level 3 Applying
4
Classify the characteristics of quality.
Level 4 Analysing
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5Discuss the duties of quality council.
Level 5 Evaluating
6 Interpret the essential steps of quality planning? Level 6 Creating
7
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Define Vision & Mission.Level 1 Remembering
8
Compare appraisal and failure costs.
Level 2 Understanding
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9Define Return on Quality (ROQ).
Level 3 Applying
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing
11
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How is Customer retention focused in TQM?Level 5 Evaluating
12
Infer the meaning of Customer Retention.
Level 6 Creating
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13Define TQM.
Level 1 Remembering
14
Compare the different costs of quality.
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Level 2 Understanding15 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
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3
18 Define the term ?Quality Cost?. Level 2 Understanding
19 Outline the elements of customer service. Level 1 Remembering
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20 Record the characteristics of Quality Vision statement. Level 1 RememberingPART- B
S.NO QUESTIONS
BT
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LEVELCOMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
2
How would you summarize TQM Principles?
--- Content provided by FirstRanker.com ---
Level 2 Understanding3
(i)Sketch the Customer satisfaction Organizational Diagram and
Explain.
(ii) How do the customers perceive Quality? Discuss them in detail.
--- Content provided by FirstRanker.com ---
(8)(5)
Level 3 Applying
--- Content provided by FirstRanker.com ---
4How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5Categorize the various factors to assess customer perception on
Quality.
Level 5 Evaluating
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6.(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
example.
(8)
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(5)
Level 6 Creating
7
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Examine the term Service Quality, its characteristics andExpectations.
Level 1 Remembering
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8Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
difficult to define than Product Quality?.
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Level 2 Understanding9
Determine a Quality plan for activities to be carried out by
managers in recent times highlighting the current trends.
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Level 3 Applying10
Find out the various components of cost of quality with the
interrelationship among them in minimizing the total cost of
quality.
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Level 4 Analysing
11
Examine the formulation of Vision, Mission and Quality Policy
statements of a Manufacturing Organization.
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Level 1 Remembering
12 Describe the concept cost of quality in detail Level 2 Understanding
13
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Conclude your understanding about the 5 perspectives of quality byGarvin.
Level 4 Analysing
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14Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
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Level 1 Remembering--- Content provided by FirstRanker.com ---
4
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PART - C
S.NO QUESTIONS
1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
2
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How will you improve customer focus in Indian industries? Draw the customer satisfactionorganizational 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.
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4Discuss 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.
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5
UNIT ? II ? PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
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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
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BTLEVEL
COMPETENCE
1
Define brainstorming.
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Level 1 Remembering2 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.
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Level 4 Analysing5
List the importance of A.V.Feigenbaum?s Cycle time reduction
methodology.
Level 5 Evaluating
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6How would you show your understanding the benefits of Ishikawa
Diagram?
Level 6 Creating
7
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Interpret the objectives of Quality circles.Level 1 Remembering
8
What is continuous process improvement?
Level 2 Understanding
--- Content provided by FirstRanker.com ---
9Outline the importance of Signal to Noise Ratio.
Level 3 Applying
10
How would you show your understanding on the on the
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Juran?s quality planning?Level 4 Analysing
11
Define companywide Quality.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
12How would show your understanding of PDCA Cycle?
Level 6 Creating
13
Describe Deming Cycle.
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Level 1 Remembering14
Explain about Quality Circle.
Level 2 Understanding
15 Classify any four principles of TQM. Level 3 Applying
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16 List the aspects of Juran Triology. Level 4 Analysing17 Interpret the importance of Crosby?s contention that Quality is free. Level 1 Remembering
18
What is 8D methodology?
Level 2 Understanding
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19 Compare Kaizen and Kairyo. Level 1 Remembering20 Define 5S. Level 1 Remembering
--- Content provided by FirstRanker.com ---
6
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PART- BS.NO QUESTIONS
BT
LEVEL
COMPETENCE
--- Content provided by FirstRanker.com ---
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering2
Explain the concept of continuous improvement by TQM.
Level 2 Understanding
3
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i) How would you show your understanding on the contributions ofFeigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
quality with suitable example? (7marks)
(8)
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(5)
Level 3 Applying
4
--- Content provided by FirstRanker.com ---
Explain the Juran Trilogy covering planning, control andimprovement in detail. Why is it considered as one of the best
approaches?
Level 4 Analysing
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5Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
--- Content provided by FirstRanker.com ---
Level 6 Creating7
i) What are the objectives and characteristics of quality circles?
(6marks)
ii) Find the role of various members in the structure of quality circles
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& list out its benefits. (7marks)(8)
(5)
--- Content provided by FirstRanker.com ---
Level 1 Remembering8
Generalize the 10 steps of Juran?s quality improvement
Level 2 Understanding
9
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How would you show your understanding on the essentials PDCACycle?
Level 3 Applying
10
Point out the concepts of Quality Circle in detail.
--- Content provided by FirstRanker.com ---
Level 4 Analysing11
(i) How would you describe kaizen model?
(ii)List out the merits of Kaizen model?
(8)
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(5)Level 1 Remembering
12
Can you briefly explain the steps for problem solving in
Quality Circle.
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Level 2 Understanding13
(i) Examine the process of 5S in detail.
ii) What are the factors required for the implementation of 5S
principle?
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(8)(5)
Level 4 Analysing
14
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i) List out all the disciplines of 8D methodology.ii) List some benefits of using ?8D? methodology for problem
solving.
(8)
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(5)Level 1 Remembering
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7
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PART - C
S.NO QUESTIONS
1
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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
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Cite atleast three organizational activities that can be categorized under management processesthat comprise Juran?s quality trilogy.
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8
UNIT ? III ? STATISTICAL PROCESS CONTROL
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Meaning and significance of statistical process control (SPC) ? construction of control charts forvariables 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
--- Content provided by FirstRanker.com ---
limitations. Waste ControlPART- A
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
What is Reliability management?
Level 1 Remembering
2 Summarize the evolution of six sigma in Motorola company Level 2 Understanding
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3 Write the features of Activity network diagram. Level 3 Applying4
List the contribution of Statistical Process Control to Quality.
Level 4 Analysing
5
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Can you assess the importance of TPM?Level 5 Evaluating
6
What is the difference between control limits with specification
limits?
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Level 6 Creating7
What is Process capability Index?
Level 1 Remembering
8
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How the upper and lower capability indices are fixed?Level 2 Understanding
9
Name some new management tools.
Level 3 Applying
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10What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
Level 4 Analysing
11
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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
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13What is the significance of SPC?
Level 1 Remembering
14
Outline the scope of Process Improvement Principle.
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Level 2 Understanding15
How would you show your understanding on Process
Engineering?
Level 3 Applying
--- Content provided by FirstRanker.com ---
16Can you make a distinction between failure mode and failure
effects?
Level 4 Analysing
17 What is Six Sigma? Level 1 Remembering
--- Content provided by FirstRanker.com ---
18What 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
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9
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PART- B
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
Describe Product Life characteristics Curve and its Functional
impact.
--- Content provided by FirstRanker.com ---
Level 2 Understanding
3
(i)Review the concept Six Sigma in detail.
(ii) How is a Six Sigma Programme implemented in an
--- Content provided by FirstRanker.com ---
organization? Discuss the Steps involved in DMAIC & DMADV.(8)
(5)
Level 3 Applying
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4Light 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
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are found. After 30 samples, the following summary informationis obtained.
30 30
? X
i
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=2550 ? Si
=195 the specifications are
90?15 lumens.
i=1 i=1
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(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.
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--- Content provided by FirstRanker.com ---
(8)
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(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
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8Explain about six major losses which influence the OEE. Also
explain the methodology for computing OEE.
Level 2 Understanding
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9In 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
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Defectives3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
conclusion.
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Level 3 Applying10
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
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No. ofDefectives
13 3 9 4 10 6 7 15 4 2
Compute trial control limits, plot appropriate chart and draw the
conclusion.
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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
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that all 3 components have an identical time-to ? failuredistribution that all 3 components have an identical time to failure
Level 1 Remembering
10
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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
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component?Figure 1: Systems with components in Parallel
12
(i) Explain in detail the series and parallel reliability models and
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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.
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Component I and j have a 5/10,000 chance of failure. What is theoverall reliability of the product? (7)
(8)
--- Content provided by FirstRanker.com ---
(5)Level 2 Understanding
13
Outline the principles and applications of Process
Improvement BPI.
--- Content provided by FirstRanker.com ---
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
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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.
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(8)
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(5)Level 1 Remembering
PART - C
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S.NO QUESTIONS1
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
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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
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23.77 23.76 23.77 23.75 23.79 23.78 23.8023.73 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
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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
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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,
--- Content provided by FirstRanker.com ---
design, process and documentation. Seven Tools (old & new). Bench marking and POKAYOKE-Hoshin Planning.
PART- A
S.NO QUESTIONS
BT
--- Content provided by FirstRanker.com ---
LEVELCOMPETENCE
1
Define Quality Function Deployment.
Level 1 Remembering
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2 What are the objectives of QFD? Level 2 Understanding3 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
--- Content provided by FirstRanker.com ---
5What do you critically determining the number of Express Failure
Mode?
Level 5 Evaluating
6 Evaluate risk priority numbers. Level 6 Creating
--- Content provided by FirstRanker.com ---
7 Expand FMEA. Level 1 Remembering8
Summarize the uses of Bench marking
Level 2 Understanding
9
--- Content provided by FirstRanker.com ---
Classify the seven tools of quality control.Level 3 Applying
10
What are the types of check sheets commonly used?
Level 4 Analysing
--- Content provided by FirstRanker.com ---
11Why do you think matrix diagram is essential?
Level 5 Evaluating
12
Compare benchmark and pokayoke.
--- Content provided by FirstRanker.com ---
Level 6 Creating13
What is Benchmarking?
Level 1 Remembering
14
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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
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18Will 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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12
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PART- B
S.NO QUESTIONS
BT
LEVEL
--- Content provided by FirstRanker.com ---
COMPETENCE1
What are the types of customer information? How is it collected?
How it is used in QFD?
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Level 1 Remembering2 Describe features of QFD. Level 2 Understanding
3
How would you show your understanding of FMEA? Explain its
procedure for automotive organization
--- Content provided by FirstRanker.com ---
Level 3 Applying
4
(i)Illustrate the features of FMEA?
(ii) Enumerate the role of FMEA in TQM. Also highlight the
--- Content provided by FirstRanker.com ---
scales used in FMEA.(8)
(5)
Level 4 Analysing
--- Content provided by FirstRanker.com ---
5 Evaluate the process of QFD. Level 5 Evaluating6.
Plan and discuss about the Construction the House of Quality.
Level 6 Creating
7
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
management tools? Discuss.Level 3 Applying
10
Examine the significance of Hoshin planning system.
--- Content provided by FirstRanker.com ---
Level 4 Analysing11
How would you describe scatter diagram? Outline the steps used
to construct.
--- Content provided by FirstRanker.com ---
Level 1 Remembering12
(i)Explain the reasons for Benchmarking?
(ii) Interpret the term ?POKA YOKE?. Discuss its applications.
(8)
--- Content provided by FirstRanker.com ---
(5)
Level 2 Understanding
13 Categorize the Benchmarking process with an illustration. Level 4 Analysing
14
--- Content provided by FirstRanker.com ---
Compare prevention based Pokayoke and Detection- basedpokayoke.
Level 1 Remembering
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PART - C
S.NO QUESTIONS
1
A coffee shop owner gets sudden increase in complaints about poor quality apply cause and effect
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diagram to this situation2 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.
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13
UNIT ? V ? QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION
Introduction to IS/ISO 9004:2018 ? quality management systems ? guidelines for performance
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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
--- Content provided by FirstRanker.com ---
BTLEVEL
COMPETENCE
1
Explain ISO.
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Level 1 Remembering2 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.
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Level 4 Analysing5
Elaborate quality system requirements
Level 5 Evaluating
6 Interpret the necessity for Documentation Level 6 Creating
--- Content provided by FirstRanker.com ---
7What is quality audit on the basis of area of coverage?
Level 1 Remembering
8
What is quality audit?
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Level 2 Understanding9
Identify the stages of Quality Audit.
Level 3 Applying
10 What is Quality Council? Level 4 Analysing
--- Content provided by FirstRanker.com ---
11What are the important aspects of employee involvement?
Level 5 Evaluating
12
What is your opinion on the indicators of Poor Motivation level
--- Content provided by FirstRanker.com ---
among the Employees?Level 6 Creating
13
Define empowerment.
Level 1 Remembering
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14What 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
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17 Identify the main idea of TQM leadership Level 1 Remembering18
What are the obstacles to frame with TQM framework?
Level 2 Understanding
19 What is self actualization? Level 1 Remembering
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20 Define the term ?Empowerment? in Quality aspects. Level 1 Remembering--- Content provided by FirstRanker.com ---
FirstRanker.com - FirstRanker's Choice
1
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(An?
DEPARTMENT
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OFMANAGEMENT STUDIES
QUESTION BANK
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I SEMESTER
1915106 - TOTAL QUALITY MANAGEMENT
Regulation ? 2019
Academic Year 2019 ? 2020
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Prepared by
Dr. Radha Ganesh Kumar ? Asst. Professor(Sel.Gr)
Sri. VT. Baalaji Amuthan ? Asst. Professor(O.G)
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2V ALLIAMMAI
? .
DEPARTMENT OFMANAGEMENT STUDIES
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QUESTION BANK
SUBJECT : 1915106 ? TOTAL QUALITY MANAGEMENT
SEM / YEAR : I Semester /I Year
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UNIT ? I ? INTRODUCTIONTQM 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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
--- Content provided by FirstRanker.com ---
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
--- Content provided by FirstRanker.com ---
Classify the characteristics of quality.Level 4 Analysing
5
Discuss the duties of quality council.
Level 5 Evaluating
--- Content provided by FirstRanker.com ---
6 Interpret the essential steps of quality planning? Level 6 Creating7
Define Vision & Mission.
Level 1 Remembering
8
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Compare appraisal and failure costs.Level 2 Understanding
9
Define Return on Quality (ROQ).
Level 3 Applying
--- Content provided by FirstRanker.com ---
10 What conclusion can you draw on the limitations of TQM? Level 4 Analysing11
How is Customer retention focused in TQM?
Level 5 Evaluating
12
--- Content provided by FirstRanker.com ---
Infer the meaning of Customer Retention.Level 6 Creating
13
Define TQM.
Level 1 Remembering
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14Compare 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
--- Content provided by FirstRanker.com ---
17 Explain KANO Model. Level 1 Remembering3
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18 Define the term ?Quality Cost?. Level 2 Understanding19 Outline the elements of customer service. Level 1 Remembering
20 Record the characteristics of Quality Vision statement. Level 1 Remembering
PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1 How would you explain the TQM framework and its benefits? Level 1 Remembering
--- Content provided by FirstRanker.com ---
2How would you summarize TQM Principles?
Level 2 Understanding
3
(i)Sketch the Customer satisfaction Organizational Diagram and
--- Content provided by FirstRanker.com ---
Explain.(ii) How do the customers perceive Quality? Discuss them in detail.
(8)
--- Content provided by FirstRanker.com ---
(5)Level 3 Applying
4
How would you classify the dimensions of Quality and its
relevance in Productivity Efficiency?
--- Content provided by FirstRanker.com ---
Level 4 Analysing
5
Categorize the various factors to assess customer perception on
Quality.
--- Content provided by FirstRanker.com ---
Level 5 Evaluating
6.
(i)Justify the components of Quality policy Statements.
(ii) Write down the importance of Quality policy statements with
--- Content provided by FirstRanker.com ---
example.(8)
(5)
--- Content provided by FirstRanker.com ---
Level 6 Creating7
Examine the term Service Quality, its characteristics and
Expectations.
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Level 1 Remembering
8
Summarize the various dimensions of Product and Service Quality.
Also comment on the following statement ?Service Quality is more
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difficult to define than Product Quality?.Level 2 Understanding
9
Determine a Quality plan for activities to be carried out by
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managers in recent times highlighting the current trends.Level 3 Applying
10
Find out the various components of cost of quality with the
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interrelationship among them in minimizing the total cost ofquality.
Level 4 Analysing
11
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Examine the formulation of Vision, Mission and Quality Policystatements of a Manufacturing Organization.
Level 1 Remembering
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12 Describe the concept cost of quality in detail Level 2 Understanding13
Conclude your understanding about the 5 perspectives of quality by
Garvin.
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Level 4 Analysing
14
Examine how to overcome the TQM implementation obstacles.
Discuss any eight points.
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Level 1 Remembering
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4PART - C
S.NO QUESTIONS
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1 Enumerate the cost of quality and discuss in detail with respect to the service based industry2
How will you improve customer focus in Indian industries? Draw the customer satisfaction
organizational diagram and explain
3
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Name four ways that a school student could apply quality management principles atthe 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.
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5
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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.
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1Define 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
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4Classify the four parts of Deming wheel.
Level 4 Analysing
5
List the importance of A.V.Feigenbaum?s Cycle time reduction
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methodology.Level 5 Evaluating
6
How would you show your understanding the benefits of Ishikawa
Diagram?
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Level 6 Creating7
Interpret the objectives of Quality circles.
Level 1 Remembering
8
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What is continuous process improvement?Level 2 Understanding
9
Outline the importance of Signal to Noise Ratio.
Level 3 Applying
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10How would you show your understanding on the on the
Juran?s quality planning?
Level 4 Analysing
11
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Define companywide Quality.Level 5 Evaluating
12
How would show your understanding of PDCA Cycle?
Level 6 Creating
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13Describe Deming Cycle.
Level 1 Remembering
14
Explain about Quality Circle.
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Level 2 Understanding15 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
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What is 8D methodology?Level 2 Understanding
19 Compare Kaizen and Kairyo. Level 1 Remembering
20 Define 5S. Level 1 Remembering
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6
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PART- B
S.NO QUESTIONS
BT
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LEVELCOMPETENCE
1 Enumerate in detail about Deming?s Philosophy. Level 1 Remembering
2
Explain the concept of continuous improvement by TQM.
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Level 2 Understanding3
i) How would you show your understanding on the contributions of
Feigenbaum? (6marks)
ii) Illustrate the contribution of Ishikawa and Masaaki Imai?s towards
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quality with suitable example? (7marks)(8)
(5)
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Level 3 Applying4
Explain the Juran Trilogy covering planning, control and
improvement in detail. Why is it considered as one of the best
approaches?
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Level 4 Analysing
5
Conclude on what is TQM and explain the 10 steps of Juran?s
quality improvement.
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Level 5 Evaluating
6. Validate the contributions of Deming?s, Juran?s and Crosby?s for the
Quality Movement.
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Level 6 Creating
7
i) What are the objectives and characteristics of quality circles?
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(6marks)ii) Find the role of various members in the structure of quality circles
& list out its benefits. (7marks)
(8)
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(5)
Level 1 Remembering
8
Generalize the 10 steps of Juran?s quality improvement
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Level 2 Understanding9
How would you show your understanding on the essentials PDCA
Cycle?
Level 3 Applying
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10Point out the concepts of Quality Circle in detail.
Level 4 Analysing
11
(i) How would you describe kaizen model?
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(ii)List out the merits of Kaizen model?(8)
(5)
Level 1 Remembering
12
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Can you briefly explain the steps for problem solving inQuality Circle.
Level 2 Understanding
13
(i) Examine the process of 5S in detail.
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ii) What are the factors required for the implementation of 5Sprinciple?
(8)
(5)
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Level 4 Analysing14
i) List out all the disciplines of 8D methodology.
ii) List some benefits of using ?8D? methodology for problem
solving.
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(8)(5)
Level 1 Remembering
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7
PART - C
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S.NO QUESTIONS1
Discuss in detail about the Japanese 5S principles and 8D Methodology.
2 Explain the Japanese 8D Methodology.
3
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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.
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8
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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,
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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
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BTLEVEL
COMPETENCE
1
What is Reliability management?
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Level 1 Remembering2 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.
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Level 4 Analysing5
Can you assess the importance of TPM?
Level 5 Evaluating
6
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What is the difference between control limits with specificationlimits?
Level 6 Creating
7
What is Process capability Index?
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Level 1 Remembering8
How the upper and lower capability indices are fixed?
Level 2 Understanding
9
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Name some new management tools.Level 3 Applying
10
What are the factors that distinguish six sigma concepts from
traditional quality management concepts?
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Level 4 Analysing11
Discuss the six big losses that are to be eliminated by TPM.
Level 5 Evaluating
12
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What is your opinion of Terotechnology?Level 6 Creating
13
What is the significance of SPC?
Level 1 Remembering
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14Outline the scope of Process Improvement Principle.
Level 2 Understanding
15
How would you show your understanding on Process
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Engineering?Level 3 Applying
16
Can you make a distinction between failure mode and failure
effects?
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Level 4 Analysing17 What is Six Sigma? Level 1 Remembering
18
What is the significance of waste control?
Level 2 Understanding
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19 Define process improvement Level 1 Remembering20 Can you list the any application of BPR in Quality? Level 1 Remembering
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9PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1 What is Control Chart? Explain its need and types. Level 1 Remembering
2
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Describe Product Life characteristics Curve and its Functionalimpact.
Level 2 Understanding
3
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(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)
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(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
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of 5 Bulbs are chosen from the output and their luminance valuesmeasured the sample mean (X-Bar) and the standard deviation S
are found. After 30 samples, the following summary information
is obtained.
30 30
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? Xi
=2550 ? S
i
=195 the specifications are
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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.
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(8)(5)
Level 4 Analysing
5 Summarize the choice of control charts. Level 5 Evaluating
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6. Generalize the benefits and limitation of Reengineering Process. Level 6 Creating7 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.
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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:
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No. 1 2 3 4 5 6 7 8 9 10No. of
Defectives
3 8 9 10 4 6 9 5 6 8
Compute trial control limits, plot appropriate chart and draw the
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conclusion.Level 3 Applying
10
In a injection moulding process, the results of the inspection of 10
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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
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Compute trial control limits, plot appropriate chart and draw theconclusion.
Level 4 Analysing
11
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For the system shown in the figure 1, determine the systemreliability 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
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Level 1 Remembering10
distribution that is exponential, with a constant failure distribution
that is exponential, with a constant failure rate of 0.0005/hr. what
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is the MTTF of each component? If it is desired for the system tohave a MTTF of 4000 hour, what should be the MTTF for each
component?
Figure 1: Systems with components in Parallel
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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.
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components a,b,c and f have a 1/10,000 chance of failure duringuseful 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)
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(5)
Level 2 Understanding
13
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Outline the principles and applications of ProcessImprovement BPI.
Level 4 Analysing
14
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(i)List the purpose of ?p-chart?. Inspection was carried out on 15samples 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.
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(ii) What is the use of process capability indices? Give any twoprocess capability indices.
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(8)(5)
Level 1 Remembering
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PART - C
S.NO QUESTIONS
1
Develop house of quality for designing a mobile phone.
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2In 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
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23.80 23.78 23.78 23.78 23.76 23.76 23.7823.76 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
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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
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11
UNIT ? IV ? TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
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Quality functions development (QFD) ? Benefits, Voice of customer, information organization, Houseof 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
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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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
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What are the various types of FMEA Process?Level 4 Analysing
5
What do you critically determining the number of Express Failure
Mode?
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Level 5 Evaluating6 Evaluate risk priority numbers. Level 6 Creating
7 Expand FMEA. Level 1 Remembering
8
Summarize the uses of Bench marking
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Level 2 Understanding9
Classify the seven tools of quality control.
Level 3 Applying
10
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What are the types of check sheets commonly used?Level 4 Analysing
11
Why do you think matrix diagram is essential?
Level 5 Evaluating
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12Compare benchmark and pokayoke.
Level 6 Creating
13
What is Benchmarking?
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Level 1 Remembering14
Outline the sources of Benchmarking.
Level 2 Understanding
15 Identify the benefits of pokayoke. Level 3 Applying
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16 Analyse when relationship diagram is used ? Level 4 Analysing17 Define POKA YOKE. Level 1 Remembering
18
Will you state the four tools of quality?
Level 2 Understanding
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19 What is matrix data analysis diagram? Level 1 Remembering20 What is Flow Chart? Level 1 Remembering
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12
PART- B
S.NO QUESTIONS
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BTLEVEL
COMPETENCE
1
What are the types of customer information? How is it collected?
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How it is used in QFD?Level 1 Remembering
2 Describe features of QFD. Level 2 Understanding
3
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How would you show your understanding of FMEA? Explain itsprocedure for automotive organization
Level 3 Applying
4
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(i)Illustrate the features of FMEA?(ii) Enumerate the role of FMEA in TQM. Also highlight the
scales used in FMEA.
(8)
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(5)Level 4 Analysing
5 Evaluate the process of QFD. Level 5 Evaluating
6.
Plan and discuss about the Construction the House of Quality.
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Level 6 Creating7
Describe in detail about the seven tools of Quality management .
Level 1 Remembering
8 Explain the seven steps in Hoshin Planning. Level 2 Understanding
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9?Creative solutions will emerge only from seven new
management tools? Discuss.
Level 3 Applying
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10Examine the significance of Hoshin planning system.
Level 4 Analysing
11
How would you describe scatter diagram? Outline the steps used
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to construct.Level 1 Remembering
12
(i)Explain the reasons for Benchmarking?
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(ii) Interpret the term ?POKA YOKE?. Discuss its applications.(8)
(5)
Level 2 Understanding
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13 Categorize the Benchmarking process with an illustration. Level 4 Analysing14
Compare prevention based Pokayoke and Detection- based
pokayoke.
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Level 1 RememberingPART - C
S.NO QUESTIONS
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1A 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
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4 Discuss with an example the stages in building the House of Quality.13
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UNIT ? V ? QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATIONIntroduction 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
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PART- AS.NO QUESTIONS
BT
LEVEL
COMPETENCE
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1Explain 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
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4Outline the need for ISO9004.
Level 4 Analysing
5
Elaborate quality system requirements
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Level 5 Evaluating6 Interpret the necessity for Documentation Level 6 Creating
7
What is quality audit on the basis of area of coverage?
Level 1 Remembering
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8What is quality audit?
Level 2 Understanding
9
Identify the stages of Quality Audit.
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Level 3 Applying10 What is Quality Council? Level 4 Analysing
11
What are the important aspects of employee involvement?
Level 5 Evaluating
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12What is your opinion on the indicators of Poor Motivation level
among the Employees?
Level 6 Creating
13
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Define empowerment.Level 1 Remembering
14
What do you understand by the term Reward?
Level 2 Understanding
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15 What other way would you plan satisfy your employees? Level 3 Applying16 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?
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Level 2 Understanding19 What is self actualization? Level 1 Remembering
20 Define the term ?Empowerment? in Quality aspects. Level 1 Remembering
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14
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PART- B
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S.NO QUESTIONSBT
LEVEL
COMPETENCE
1
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(i)State the benefits of ISO 2018 Certification?(ii) What is ISO 9004? State its significance?
(8)
(5)
Level 1 Remembering
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2 Demonstrate the various stages of Quality Auditing. Level 2 Understanding3
Summarize the necessity, required documents and benefits of
documentation of quality system.
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Level 3 Applying
4
Analyze the implementation aspects of ISO 14000.
Level 4 Analysing
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5How 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?
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Level 5 Evaluating6. 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.
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Level 1 Remembering
8
What is the need for quality council? Discuss its function.
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Level 2 Understanding
9
Discuss the responsibilities of the quality council coordinator?
Explain the quality structure in detail
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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
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detail.Level 1 Remembering
12
Describe the implementation of Quality Audit in a Textile
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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
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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
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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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