AMITY SCHOOL OF DISTANCE LEARNING

Post Box No. 503, Sector 44,

Noida 201 303
TOTAL QUALITY MANAGEMENT (ADL-16)
ASSIGNMENT
Subject Name & Code : Total Quality Management (ADL-16)
Study Centre

Enroll No.

Term/Semester

: Jan ./ July ..

Date

ASSIGNMENT INSTRUCTION
Total weightage given to these assignments in over all evaluation is 30%. (40% when no PCP*)
1. All assignments are to be completed preferably in your own hand writing.
2.All questions are required to be attempted.

3. Three assignments i.e. A, B & C are to be answered. Assignments A will carry Five
subjective questions (15 marks). Assignment B will carry three subjective questions
with a Case Study (15 marks) and Assignment C will carry Forty objective type
questions (10 marks)
4.All the three assignments are to be completed by 30 May and 30 November and mailed / given
by hand for evaluation at the ASoDL office Noida / your Study Centre.
5. The evaluated assignments can be collected from your study center / ASoDL Office after Eight
weeks. These will be destroyed at the end of each semester if not collected.
Pledge
I declare on my honour that I have neither copied these assignments nor downloaded through
my source, I further declare that this is totally my own effort.
Signature :
Name

Date

() Tick mark in front of the assignments submitted

Assignment A

Assignment B

Assignment C

AMITY SCHOOL OF DISTANCE LEARNING

Post Box No. 503, Sector-44
Noida 201303
TOTAL QUALITY MANAGEMENT
Assignment A
Marks 10
Answer all questions.
1. Effective leadership and organization culture are foundations of Total Quality Management.
Discuss.
2. Discuss the approaches of Deming, Juran and Crosby in managing quality. Compare the
similarities and differences in their approach in a tabular form.
3. What are the quality system requirements of ISO9001: 2000? Explain the quality principles
based on which the quality system is developed.
4. What are quality costs? Explain the different models for understanding quality costs.
5. Write short notes on
a) Seven basic tools of problem solving
b) Benchmarking
c) Six Sigma
d) BPR
e) Quality circles

Assignment B
Marks 10
Answer all questions.
1 .What is Statistical quality control? Explain control charts for variables and attributes taking
suitable examples.
2 .A structured approach is beneficial in implementing total quality. Explain the concept with the
help of the model developed by Samuel Ho.
3. Distinguish between
a) Quality and total quality
b) Quality control and Quality assurance
c) Online quality and Off-line quality
d) Kaizen and innovation
e) Adequacy audit and compliance audit
4. Case study: Please read the case study given below and answer questions given at the end.
CASE STUDY
Quality Management Health Care
Founded in 1980 the New Central Hospital (NCH) is a privately owned 580 patient bed facility
in south Delhi. The hospital has 753 employees and provides a broad range of health care services
including emergency rooms; X-ray and laboratory facilities, maternity wards, intensive and cardiac
care units and outpatient facilities. In 1997 the hospital began a series of advertisements in
newspapers highlighting its capabilities including its doctors, friendliness of its support staff and its
overall philosophy that its employees care about their work and their patients.
Quality health care is a goal that NCH had long professed. But it had never developed
comprehensive and scientific means of asking customers to judge quality of care they receive. Past
efforts to measure quality at NCH had largely ignored the perceptions of the customers-the patients,
physicians and payers. Instead of formally considering customer judgments of quality the hospital had
focused almost entirely on internal quality assessments made by the health professionals who
operate the system.

The Board of NCH believed that the hospital needed to make the transformation from the
current practice of attempting to ensure quality to measuring and improving the quality of care from
both external customer perspective and internal provider perspective. Fueled by concerns in recent
years cost and medical practice variation and by the demand of grater social responsibility, the
hospital found an emerging demand by patients and payers that quality health care be provided at
best value.
The Board of NCH believed that as the prices people pay in the future for given levels of
service became more similar hospitals will be distinguished largely on the basis of their quality and
value assessed by customers. The Board wanted accurate information about how its customers, not
health care professionals judge the quality of care in the institution.
In February 1997 the hospital administrator Mr. Ravi called a meeting of the department
heads to discuss the issue of quality. He began by asking, Can we really deliver on our promises? Or
are we in danger of failing to live up to the level of health care our patients expect, and are we loosing
them? Some patients who leave NCH happy may have actually received poor treatment here. If we
are serious about improving the quality of care we need more valid and reliable data on which to act.
We need answers to specific quality related questions about activities that affect patients like
admission, nursing, medical staff, daily cases and ancillary staff.
Questions:
1. Why is it important to get patients assessment about health care quality? Does a patient
have the expertise to judge the health care he or she receives?
2. How might a hospital measure quality?
3. How can the value of a human life be included in the cost of quality control?
4. Select one department in the hospital and elaborate how quality standards could be
developed.

Assignment C
Marks 10
Answer all questions.
Tick Marks () the most appropriate answer
1. Quality as understood in TQM context means
a) Fitness for use
b) Adherence to specification
c) Zero defect manufacturing
d) Meeting or exceeding customer needs and expectations
2. Internal customer means
a) Next operator
b) Customer within the country
c) Service provider
d) Management
3. Non value adding means that
a) Has incurred least cost to execute
b) Customer is unwilling to pay
c) Non essential to organization
d) None
4. Waste means
a) Non essential
b) Non value adding
c) Not earning profit
d) Difficult to implement
5. TQM is
a) A statistical approach to quality
b) Methods of capturing customer requirements
c) Integrated approach to customer satisfaction
d) Ensuring robust design
6. Purpose of existence of a organization is
a) Vision
b) Mission
c) Values
d) Goals
7. Which of the following is not a philosophy of TQM
a) Customer focus
b) Universal responsibility
c) Inspection for compliance
d) Continuous improvement
8. Which of the following is not a part of the eight dimensions of quality
a) Reliability
b) Durability
c) Performance
d) Capability
9. Quality trilogy is the contribution of
a) Deming
b) Juran
c) Crosby

d) Garvin
10. Which of the following is not a part of the four absolutes of quality as proposed by Crosby
a) System of quality is prevention of defects
b) Performance standard is zero defects
c) Measurement of quality is cost of nonconformance
d) Observe zero defects day to improve quality
11. Quality chain reaction is the contribution of
a) Deming
b) Juran
c) Crosby
d) Garvin
12. PAF model of quality costs is the contribution of
a) Deming
b) Juran
c) Crosby
d) Garvin
13. Which of the following is the contribution of Taguchi
a) Quality Loss Function
b) 80/20 rule
c) PDCA cycle
d) Do it right first time
14. Kaizen is the teaching of
a) Imai
b) Deming
c) Ishikawa
d) Juran
15. Cost incurred on quality audit is
a) Prevention cost
b) Internal failure cost
c) Appraisal cost
d) External failure cost
16. Warranty claims is
a) External failure cost
b) Internal failure cost
c) Appraisal cost
d) Prevention cost
17. What is a process
a) It assures continuous improvement and employee participation
b) It converts inputs into outputs
c) Anything that satisfies customers
d) Anything that causes change
18. Statistical process control is
a) A technique for finding best settings on machines
b) A method of ensuring consistent levels of product quality by monitoring the
production process
c) A way to identify and eliminate potential failure modes in an operation
d) A means of ensuring that the voice of customer is considered at every stage of
design and production
19. The application of statistical techniques to determine whether a quantity of material should be
accepted or rejected based on the inspection or test of a sample is known as
a) Specification review
b) Acceptance sampling

c) Statistical process control

d) Benchmarking
20. To facilitate the identification, exploration and graphical display of possible causes of an effect
we use
a) Fishbone diagram
b) Pareto chart
c) Flow chart
d) Check sheet
21. The quality tool used to identify the most relevant problem area is
a) Cause & effect diagram
b) Pareto analysis
c) Histogram
d) Run chart
22. The spread of a process can be easily understood by
a) Flow chart
b) Scatter diagram
c) Ishikawa diagram
d) Histogram
23. The quality tool used to understand a process is
a) Check sheet
b) Flow chart
c) Histogram
d) Run chart
24. Which of the following activities must be carried out by someone who has no direct
responsibility for the work being carried out
a) Contract review
b) Inspection of a product
c) Audit
d) Training
25. Information, which can be proved true, based on facts obtained through observation,
measurement or test is called
a) Objective evidence
b) Deficiency
c) Non conformity report
d) Validation report
26. A third party audit is
a) An internal audit
b) An audit by the customer
c) An audit by an independent organization
d) An audit by the buyer
27. Surveillance audit is carried out by
a) Internal auditor
b) Statutory auditor
c) Certifying body
d) Customer
28. A tool which addresses potential countermeasures is
a) PDPC
b) Interrelationship graph
c) Arrow diagram
d) affinity diagram
29. Samuel Ho is famous for

a) PDCA cycle
b) BPR
c) TQMEX model
d) Benchmarking
30. Which of the following is not a pillar of the TQMEX model
a) Satisfying customers
b) Improvement tools
c) System/Process
d) Top Management
31. EPDCA cycle means
a) Excellence, Plan, Do, Check, Act
b) Evaluate, Plan Do, Check, Amend
c) Evolve, Plan, Do, Check, Act
d) Edit, Plan, Do, Check, Amend
32. The objectives of Quality council are
a) Provide strategic direction on TQM for the organization
b) Set up and review the process quality teams that own the key critical process
c) Review and revise quality plans for implementation
d) All of the above
33. Appraisal costs are associated with
a) Quality audits
b) Re-work
c) Calibration & maintenance of equipment
d) Complaints
34. SPC is a tool kit that can answer which of the following questions
a) Are we capable of doing the job correctly?
b) Do we continue to do the job correctly?
c) Have we done the job correctly?
d) All of the above
35. A process is under control if
a) The output is within specifications
b) Variability due to assignable cause is eliminated
c) Variability due to random causes is eliminated
d) Machines are put under TPM
True or False
36. The purpose of quality manual is to state particularly for the benefit of assessors that how the
requirements of ISO9000 are met in the companys quality system
a) True
b) False
37. Total quality management is far more than shifting the responsibility of detection of problems
from the customer to producer
a) True
b) False
38. Special process requires pre-qualification of the process capability
a) True
b) False
39. TQM is all about producing best quality of products
a) True
b) False
40. Design for six sigma (DFSS) is used for an existing product
a) True
b) False