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GE2022 TOTAL QUALITY MANAGEMENT

Anna University , Chennai

DEPARTMENRT OF ELECTRONICS AND COMMUNICATION ENGINEERING

QUESTION BANK
SUB.NAME: TOTAL QUALITY MANAGEMENT
SUB.CODE: GE2022 BRANCH : ECE
YEAR : IV SEM : VII

UNIT I

INTRODUCTION

PART-A
1. Define quality.
2. Mention any four principles of TQM?
3. Define Total Quality?
4. Give the Basic Concepts of TQM?
5. List the dimensions of quality.
6. What are the three components of the Juran Trilogy?
7. What are the six basic concepts that a successful TQM programmer quires?
8. What are the pillars of TQM?
9. Give the Objectives of TQM?
10. Give the Quality Hierarchy?
11. Tabulate the tangible and intangible benefits of TQM.
12. What does a typical meeting agenda contain after establishing the TQM?

PART-B

1 . ( i) De s c r ib e t h e s ix b a s ic c o nc e p ts o f TQ M ? (8)
( ii) E xp la in t he TQ M fr a me wo r k a nd a wa r e ne s s . (8)
2. How do the d ime ns io ns o f a q ua lity o f a prod uc t influe nce the accep tab ility ? (16)
3 . ( i) . W ha t a r e t he c ha r a c te r is t ic s o f s uc c e s s f u l le a d e r s (8)
4 . ( i i ) . W h a t a r e t h e b e n e f i t s o f TQ M ? (8)
5 . ( i) . E xp la in t he f u n c t io n o f q ua lit y c o u nc il. (6)
( ii) . W ha t is me a nt b y s tr a te g ic p la n n in g? W r ite t he s e ve n s te p s
p r o c e d ur e o f s tr a te g ig p la n n in g c yc le (10)
6. (i) Explain Juran’s ten steps to quality improvement (10)
(ii) Explain continuous process improvement (6)
7 . ( i) E la b o r a te t he De min g p h ilo s o p h y (8)
( ii) W r ite s ho r t no te s o n le a d e r s h ip r o le s (8)
8. (i) Brief the history of evolution of TQM (10)
(ii) Explain the principles of TQM. (6)
9. Enumerate the Deming’s 14 points of management. (16)

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10. Write engineering brief about the following terms: 1. Quality statement 2. Vision (16)
Statement, 3. Mission statement and 4. Quality policy statement

UNIT-II

TQM PRINCIPLES

PART-A

1. Who are internal and external customers?

2. What are the customer’s perceptions on quality?
3. List the various tools used for collecting customer complaints.
4. What is meant by customer retention?
5. What is motivation?
6. What are the Maslow’s basic needs?
7. What are physiological needs?
8. List the Herzberg’s motivators and dissatisfies.
9. Define empowerment. (Au Nov 05)
10. What are the conditions necessary for empowerment?
11. Define team and teamwork.
12. List the different types of teams.
13. Name different members in a team.
14. What is needed for a leader to be effective?
15. What is the important role of senior management?
16. Give the basic steps to strategic quality planning?
17. What is meant by recognition in an organization?
18. Classify rewards.
19. What is performance appraisal? (Au June 06)
20. List four common barriers to team progress.
21. Give the steps involved in training process?
22. Define Recognition and Reward?
23. What are the types of appraisal formats?
24. What are the benefits of employee involvement?
25. What are the basic ways for a continuous process improvement?
26. What are the three components of the Juran Trilogy?
27. What are the steps in the PDSA cycle?
28. What are the phases of a Continuous Process Improvement Cycle?
29. What are the three key elements to a partnering relationship?
30. What are the objectives of Performance measures?
31 What are the characteristics used to measure the performance of a particular process?
32. Define 5S?
33. What is a Kaizen?

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PART-B

1. Explain the followings.

(i). 5 S. (5)
(ii). kaizen. (5)
(iii). Supplier rating and relationship development. (6)
2. (i). what are the customer perceptions of quality? (8)
(ii).What is team? Explain the different types of team? ` (8)
3. Explain how the employee will be involved in doing a process? (16)
4. Describe the various quality statements. (16)
5. Discuss about Maslow’s need hierarchy theory and Herzberg’s two factor theory for motivation. (16)
6. What are the seven steps of strategic planning? (16)
7. What are the principles of customer / supplier relations? (16)
8. Enumerate any eight actions that an organization shall take to handle complaints. (16)
9. Explain in detail about various methods used for obtaining customer feedback. (16)
10. What are the techniques commonly used for performance measures? (16)

UNIT-III

TQM TOOLS & TECHNIQUES I

PART-A

1. Give the seven tools of quality?

2. Define Statistics?
3. What is a measure of central tendency?
4. What is Measures of dispersion?
5. What is a normal curve?
6. What is the use of the control chart?
7. Give the objectives of the attribute charts?
8. Define Six Sigma Problem Solving Method? Define
9. What are the new seven management tools?
10. Define Benchmarking?
11. Enumerate the steps to benchmark?
12. What are the types of benchmarking?
13. What are the four basic steps included in SPC?
14. Mention the seven basic tools involved in statistic quality control
15. What is Pareto chart?
16. Give some applications of Pareto chart.
17. What is the use of SPC?
18. Define check sheet. Mention its uses.
19. What are the uses of cause and effect diagram?
20. What is scatter diagram?
21. List some applications of scatter diagram
22. Define histogram.

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23. What are the problems that can be interpreted by the histogram?
24. Define control chart.
25. What is line graph?
26. What is an arrow diagram?
27. Give some applications of arrow diagram.
28. How is an arrow diagram constructed?
29. What is nominal group technique?

PART-B

1. Explain the detail about the 7 SPC tools of quality. (16)

2. Explain the term “process capability”. (16)
3. Discuss in detail about the concept of Six-Sigma. (16)
4. List out the new 7 management tools and explain each one. (16)
5. Discuss briefly the various tools of statistical fundamentals. (16)
6. Explain the QC or SPC tools? (16)
7. Explain the Seven Management Tools? (16)
8. Plot the control chart for variables and attributes (16)
9. Explain the concepts of Six Sigma? (16)
10. Explain the different steps involved in FMEA with an examples. (16)
11. Problems in control charts and process capability. (16)

UNIT IV

TQM TOOLS & TECHNIQUES II

PART-A

1. What is a QFD?
2. What are the benefits of QFD?
3. What are the steps required to construct an affinity diagram?
4. What are the goals of TPM?
5. Give the seven basic steps to get an organization started toward TPM?
6. What are the major loss areas?
7. Define TPM?
8. Define quality cost.
9. List the categories of quality costs.
10. What is meant by cost of prevention?
11. .List the elements of cost of prevention
12. What is cost appraisal?
13. What are the cost of appraisal?
14. What is meant by cost of internal failures?
15. List the components cost of internal failures.

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16. What is meant by cost of external failures?

17. Give the sub-elements of Preventive cost category?
18. Give the sub-elements of Appraisal cost category?
19. Give the sub-elements of Internal failure cost category?
20. Give the sub-elements of External failure cost category?
21. Give the typical cost bases?
22. How will you determine the optimum cost?

PART-B

1. Explain QFD with a suitable example. What are its advantages and Limitations? (16)
2. Write short notes on :( a) Taguchi’s Quality Loss Function (b) TPM (16)
3. Explain quality costs. What are the barriers for implementing TQM in an industry? (16)
4. What are the six major loss areas need to be measured for implementing TPM? (16)
5. Discuss the QFD process with new chart and flow diagram. (16)

UNIT V

QUALITY SYSTEMS

PART-A

1. Give the ISO 9000 Series of Standards?

2. What is the need for ISO 9000?
3. Give some other quality systems?
4. Enumerate the steps necessary to implement the Quality Management System?
5. What are the three sections of QS-9000?
6. Give the objectives of the internal audit?
7. What are the requirements of ISO 14001?
8. What are the benefits of ISO 14000?
9. What are the four elements for the checking & corrective action of ISO14001?
10. What are the seven elements for the implementation & operations of ISO14001?
11. What are the four elements for the planning of ISO 14001?
12. Give the types of Organizational Evaluation Standards?
13. Give the types of Product Evaluation Standards?
14. Define Quality Audits?
15. Give the usage of an effective recognition and reward system?
16. What are the typical measurements frequently asked by managers and teams?
17. Explain the ISO/QS 9000 elements?
18. What are the benefits of ISO?
19. Give the ISO 9001 requirements?
20. What are the methods of actual audit?

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PART-B

1. Explain the steps to be followed in implementing quality system ISO 9001:2000 (16)
2. What are the requirements of ISO 14000? Explain them briefly. (16)
3. Define quality system and explain the evaluation of ISO 9000. (16)
4. Explain ISO 14000 with an Industrial application. (16)
5. Explain the steps followed to get ISO 9000 certification for an educational institute. (16)
6. What are the elements of ISO 9000:2000 quality system? (16)
7. Explain in detail about the quality auditing with its different types. (16)
8. Discuss in briefly about the documentation of quality system. (16)
9. Discuss TQM implementation in manufacturing and service sectors including IT (16)

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