Unit 1 Introduction Part A (2 Marks)

1. Define the term quality. 2. Define TQM. 3. Name dimensions of quality? 4. Name any four prominent TQM pioneers. 5. What are the necessary characteristics of a good quality product? 6. What is serviceability? 7. What is durability? 8. What is quality planning? 9. What are the objectives of quality planning? 10. What is meant by quality costs? 11. Give examples of internal failure costs? 12. Give examples of external failure costs? 13. What do you mean by total cost of quality? 14. List the techniques used for analyzing the quality costs. 15. Define strategic planning. 16. Name any four role of senior management. 17. What is a quality council? 18. What is a quality policy statement? 19. List any four characteristics of a quality policy statement. 20. Mention any four duties and responsibilities of the quality council. 21. What is mission statement? 22. Define leadership? 23. What is management by wandering? 24. Name any four tangible benefits of TQM. 25. Name any two popular awards for quality. Part B (12 Marks) 1. List and discuss the dimensions of quality in detail. 2. What are basic concepts of TQM? Explain each. 3. What are the characteristics of quality leaders? 1

4. Explain seven habits of successful people? 5. What are quality statements? Discuss with examples. 6. Explain the Deming Philosophy for improving quality, productivity and competitiveness. 7. Define quality cost. Explain the different types of quality costs. 8. What are the barriers for implementing TQM in industries? Explain. 9. Explain the roles of senior management in successful implementation of TQM. 10. Describe the process of strategic planning and state its importance.

Unit 2 Part A (2 Marks)

1. What is customer satisfaction? 2. Name the five important principle of TQM. 3. What do you mean by customer perceived quality? 4. What is service quality? 5. What are the components of service quality? 6. What do you mean by customer defection? 7. Define customer retention. 8. What is employee motivation? 9. What do you mean by safety needs? 10. Define empowerment. 11. Give any two benefits of empowerment. 12. Define a team and teamwork. 13. List the stages of team building. 14. List out the characteristics of a successful team. 15. Name types of teams? 16. What is performance appraisal? 17. What is PDSA? 18. What is 5 S? 19. What is sourcing? 20. What are the types of sourcing? 21. What is Muda? 22. What do you mean by continuous process improvement? 2

23. Define Kaizen. 24. Define partnering. 25. What is Malcolm Balridge National Quality Award?

Part B (12 Marks)

1. Who are customers? Explain the roles of different types of customers in a TQM effort. 2. Is customer complaint necessary for an Organization? If yes, list the various tools used for collecting customer complaints. 3. Explain the customer supplier chain model. 4. Explain the service quality with its characteristics and expectations. 5. Discuss the characteristics of the empowered employees. 6. What are teams? What are the characteristics of successful teams? 7. Describe the Juran Trilogy in detail. 8. Explain the phases of PDSA cycle with suitable example. And list out the benefits of PDSA cycle. 9. Discuss the various steps in the development of performance appraisal system. 10. Explain the different ways to recognize people. 11. Discuss the important elements to achieve customer/supplier partnering relationship. 12. Enumerate the various stages in supplier selection and evaluation.

Unit 3 Part A (2 Marks)

1. What do you mean by measure of central tendency? 2. What do you mean by measures of dispersion? 3. Define population. 4. Define data and information. 5. 3, 4, 5, 6, 8, 8 and 10, what are average, median, and mode? 6. List seven quality control tools. 7. Give examples of vital few. 8. Give examples of useful many. 9. What is Pareto diagram? 3

10. A company collected data on the reasons for returned shipments during a quarter. Results are: wrong selection 50,000; refused 195,000; wrong address 68000; order cancelled 5000; and others 15000. Construct a Pareto diagram. 11. What is a fish bone diagram? 12. What is a check sheet? 13. What is a histogram? 14. What is process capability and process capability index? 15. What is the standard deviation and the average for the normal curve shown below?

16. What are x and R charts? 17. Upper limit and lower limit are +4 and - 4 respectively and the process capability is 3 , what is the process capability index Cp? 18. What does a negative Cpk mean? 19. What is an attribute? 20. What are p charts and np charts? 21. Write down the difference between a defect and defective. 22. What is six sigma? 23. List any two merits of six sigma. 24. What is relationship diagram? 25. What is matrix diagram?

Part B (12 Marks)

1. Write short notes on the seven tools of quality. 2. Write about objectives of control charts and the procedure used to generate them. 3. Discuss process capability, process capability index, and Cpk.

4. An organization that fills shampoo tries to maintain a specific weight of the product. The table below gives weight of 110 bottles that were checked at random intervals. Make a tally of these weights and construct a frequency histogram. ( weights in kg) 6.00 5.98 5.97 6.01 6.00 6.00 5.97 6.02 5.96 6.00 5.98 5.99 6.01 6.03 5.98 5.98 6.01 5.99 5.99 5.99 6.01 5.99 6.00 6.01 6.05 6.00 6.04 6.01 6.00 5.98 6.01 6.03 5.96 5.99 6.00 5.94 6.02 5.98 6.00 5.99 5.97 5.99 6.00 5.99 6.00 5.99 6.01 5.99 6.01 6.03 5.99 6.01 5.97 6.02 5.98 6.02 5.97 6.00 5.99 5.99 5.98 5.98 5.95 6.00 5.99 6.00 5.99 6.02 5.96 6.02 6.01 5.99 5.99 5.98 6.00 5.98 6.02 5.99 6.01 5.98 5.99 5.97 5.99 6.01 5.97 6.02 5.99 6.02 6.00 6.02 5.98 6.01 6.01 5.98 6.00 6.01 6.02 5.95 6.01 6.02 5.96 5.98 5.98 5.99 6.00 6.00 5.99 6.02 5.98 5.97

5. Control charts for x and R are to be established on a certain dimension part measured in mm. Data were collected in sub group size 6 and are given below. Determine the trial central line and control limits. Assume assignable causes and revise the central line and limits.

Sub Group number 1 2 3 4 5 6 7 8 9 10 11 12 13

R 0.34 0.36 0.32 0.36 0.36 0.35 0.31 0.34 0.30 0.37 0.29 0.30 0.33

Sub Group number 14 15 16 17 18 19 20 21 22 23 24 25

R 0.36 0.34 0.36 0.37 0.73 0.38 0.35 0.38 0.33 0.32 0.34 0.30

20.35 20.40 20.36 20.65 20.20 20.40 20.43 20.37 20.48 20.42 20.39 20.38 20.40

20.41 20.45 20.34 20.36 20.42 20.50 20.31 20.39 20.39 20.40 20.41 20.40

6. Calculate mean, median, mode and standard deviation for the following distribution of marks in TQM out of 100marks for 80 students. Marks No. of students 0 - 20 4 20 - 40 26 40 - 60 22 60 - 80 16 80- 100 12

7. The mean weight of 500 male students at a certain college is 65.6 Kg and the standard deviation is 10 Kg. Assuming that the weights are normally distributed, find how many students weigh (i) more than 75.5 Kg, and (ii) between 55.5 and 75.5 Kg. 8. The number of defectives in lots for a particular item is shown below. Each lot consists of 400 items. 8 52 9 20 10 16 11 12 20 24 Lot No. 1 2 3 4 5 6 7 No. of defects 24 38 52 26 36 30 42 per lot a) Compute trial control limits for np-chart. b) State whether the process is in control or not? c) Calculate the revised control limits for np-chart. 9. Describe 7 new tools of quality management. 10. Describe in detail the steps of achieving the six sigma state.

Unit 4 Part A (2 Marks)

1. What is Bench Marking? 2. What is product Bench Marking? 3. List any four objectives for benchmarking. 4. Why site visits are necessary in a benchmarking process? 5. What is house of quality? 6. What are the objectives of QFD? 7. List any three benefits of QFD. 8. What is target? 9. What is TPM? 10. What are the objectives of TPM? 11. What is meant by availability? 12. What is meant by performance efficiency? 13. Why TPM is required? 6

14. What are the objectives of FMEA? 15. What is down time? 16. What is FMEA? 17. Define risk priority number. Also state its significance. 18. Define reliability. 19. What is Quality function deployment? 20. What is meant by detection? 21. Define maintenance. 22. Define predictive maintenance. 23. List the types of maintenance. 24. Write down the philosophy of quality loss function. 25. What are the types of loss measurements in TPM?

Part B (12 Marks)

1. Write the step by step procedure of implementing a benchmarking process in an organization. 2. a) Discuss the different types of benchmarking. b) List out the benefits of benchmarking. 3. List out the step by step procedure to build the house of quality. 4. What are the benefits of QFD? 5. Briefly explain the Taguchis quality lost function with an illustration 6. Write the step by step procedure to develop a TPM programme in an organization. 7. Explain the different types of maintenance techniques in detail. 8. Write the step by step procedure for implementing a FMEA of a product. 9. a) List out the benefits of the FMEA. b) Discuss the different types of FMEA. 10. (a) The specifications of a particular product are 25 3 and the average repair cost is Rs.90. Determine the quality loss function and the loss when X = 23. (b) A product has a constant failure rate of 0.018 per hour. What is the probability that the product will survive or be reliable during the first 120 hours of operations?

UNIT V: Quality Systems

Part A (2 marks) 1. What is a quality system? 2. What is ISO? 3. What are the areas of applications of ISO 9000 series of standards? 4. What are the benefits of documentation? 5. Define quality audit. 6. What does ISO 9000 refer to? 7. What is ISO 14000 series of standards? 8. What do you mean by Environmental policy? 9. What is EMS audit? 10. Define the environmental effect. 11. Give an example of standard quality management system. 12. Why is ISO 9000 adopted by thousands of companies in all over the countries? 13. What are ISO 9000: 2000 quality management principles? 14. What is internal auditing? 15. Who is third party registrar? 16. What is QS 9000? 17. What is EMS? 18. What do you mean by two party quality system? 19. What are the documents required for the implementation of quality system? 20. What is the responsibility of Management Representative? 21. Define the environmental impact. 22. What are the two main ISO 14000 series of standards? 23. What are the types of quality audit? 24. What are the objectives of environmental auditing? 25. How ISO 14000 standards differ from ISO 9000 series of quality system.

Part B (12 marks) 1. Describe the twenty elements of ISO 9000 standards. 2. Explain the steps followed to get ISO-9000 certification for an educational institute. 8

3. Explain in detail about the documentation of quality system. 4. Explain the various stages of quality auditing. 5. Write short notes on the structure of QS-9000. 6. Discuss the various elements of ISO-14000 standards. 7. Enumerate the basic approach to environmental management system, showing a EMS Model. 8. What are the benefits of ISO 14000? 9. Describe the purpose of ISO 9000quality system? What are the benefits of ISO Certification? 10. Why is documentation the most common reason for noncompliance? -------------Best wishes

Vinayaka Missions University, Salem BE Degree Examinations, April 2011 Model Question Paper Semester VIII - Total Quality Management
(Common to all Branches except CSE & IT Branches)
Time: 3 hrs Max. Marks: 80

Note: Usage of statistical tables permitted for University Examination. Graph sheet to be supplied for University Examination.

Answer all questions. All questions carry equal marks. Part A (10 X 2 = 20 Marks) 1. Name any four prominent TQM pioneers. 2. What do you mean by total cost of quality? 3. What is service quality? 4. What is Malcolm Balridge National Quality Award? 5. What is Pareto diagram? 6. What is process capability and process capability index? 7. List any three benefits of QFD. 9

8. Define risk priority number. Also state its significance. 9. What is EMS audit? 10. Why is ISO 9000 adopted by thousands of companies in all over the countries? Part B (5 X 12 = 60 Marks) 11. (a) Explain the Deming Philosophy for improving quality, productivity and competitiveness. (or) (b) Describe the process of strategic planning and state its importance. 12. (a) Is customer complaint necessary for an Organization? If yes, list the various tools used for collecting customer complaints. (or) (b) Discuss the important elements to achieve customer/supplier partnering relationship. 13. (a) The number of defectives in lots for a particular item is shown below. Each lot consists of 400 items. Lot No. 1 2 3 4 5 6 No. of defects 24 38 52 26 36 30 per lot i. Compute trial control limits for np-chart. ii. iii. 7 42 8 52 9 20 10 16 11 12 20 24

State whether the process is in control or not? Calculate the revised control limits for np-chart. (or)

(b) Write short notes on the seven tools of quality. 14. (a) List out the step by step procedure to build the house of quality. (or) (b) Write the step by step procedure for implementing a FMEA of a product. 15. (a) Explain the steps followed to get ISO-9000 certification for an educational institute. (or) (b) Discuss the various elements of ISO-14000 standards. -------------

10

11