QUESTION BANK

UNIT I
PART A
1. Name any two popular awards for quality.NOV 2011
2. What are the dimensions of service quality? NOV 2011
3. Give the definition of quality as per Dr.J.M.Juran.NOV2011
4. What is the need for Quality? NOV2011
5. Write the equation that would quantify Quality. APR2012
6. Define Quality as per Edward Deming. APR2012
7. What are the nine faces of Quality? APR2012
8. Define Quality. (or) Define Quality policy. (Or) What are Quality statements? APR2012
9. Draw the Quality planning chart.NOV2012/ME
10. What are the basic concepts required for TQM? NOV2012
11. Define Total Quality Management. (or) What is the concept of total quality management?
12. What are the elements of TQM? NOV2012
13. DefineTQM. (or) Define TQM by ISO. APR2013
14. What are the pillars of TQM? APR2013
15. Who is the responsible for Japanese resurgence in economy after II world war?
16. Define quality cost.APR2013/AU
17. What is cost appraisal? NOV2013/ME
18. What is meant by cost of internal failures? Give two components. NOV2013
19. What is meant by cost of external failures? Give two components. NOV2013/AU
20. Why is it difficult to change organizational culture? NOV2013
PART B
1. Discuss the history of TQM philosophy that was evolved from quality in sequence (16)
2. (i)Discuss in brief about quality planning.(8)N0V2011
(ii)Explain the basic concepts of TQM. (8) N0V2011
3. State and explain the principles of TQM. (16)N0V2011
4. (i) Give the entire framework implemented in an organization.(8)N0V2011
(ii) If the Deming wheel rotates, improvement is assured. Explain Deming Wheel.(8)APR2012
5.Explain Demings 14 points on quality, for improving quality, productivity and
competitiveness.(16) APR2012
6. Brief out the categories and elements of quality costs.(16)APR2012
7. Discuss about the analysis techniques for the quality cost.(16) (or) Explain the process of
establishing cost of quality.(16)APR2012
8. (i)What are the dimensions of quality. Discuss eight of them.(8)
(ii)What are the benefits of TQM?(8)
9. (i)What are the barriers to TQM implementation?(8)APR2013

(ii)Explain the principles of TQM.(8)APR2013/AU

UNIT II
PART A
1. Define strategic planning.NOV2013
2. What are the strategic goals of performance measure? NOV2013
3. What is meant by vision statement? Write a sample. NOV2013
4. What are quality statements?(or) What are the different types of quality statements? NOV2013
5. What is a quality council? Who are all the members in the quality council? NOV20136.What
is customer satisfaction?NOV2012
7. What is the relationship between guarantee and warranty? NOV2012
8. How does the business people measure customer satisfaction?
9.Customer retention is more power than customer satisfaction Why?
10. Define customer retention.
11. List the benefits of team work.
12. What is meant by proactive and reactive behavior of employees?
13. Explain Empowerment. (Or) Define employee empowerment.
14. What are Maslows basic needs?
15. What is the use of Performance appraisal?
16. What is a Recognition and a Reward?
17. What are the benefits of 5S. (or) Name the 5S.(or) What is 5S?
18. Define Kaizen.
19. Explain supplier selection.
PART B
1. (i)Explain leadership and leadership qualities.(8)N0V2011
(ii)Explain about strategic planning.(8) N0V2011
2. (i)What are the duties of quality council? Explain in detail.(10) N0V2011
(ii)What are characteristics of successful teams? N0V2011
3. (i)Enumerate the duties of quality council.(8)APR2012
(ii)Briefly discuss on customer satisfaction.(8) APR2012
4. (i)List and explain the most important factors that influence customer purchases.(8) APR2012
(ii)Discuss the importance of customer retention in an organization.(8) APR2012
5. How can organizations use customer feedback to their benefits? Give examples. (16)
6. (i) What are the customer perceptions of quality? Explain.(8) NOV2012
(ii)Enumerate any eight actions that an organization shall take to handle complaints.(8)
7. Discuss about Maslows need of hierarchy theorem and Herzbergs two factor theory for
motivation.(16)NOV2012
8. Briefly explain employee motivation and empowerment.(16) NOV2012 9.Discuss about
employee involvement.(16)
10.(i)Explain the service quality with its characteristics and expectations.(8)

(ii)Describe briefly any eight concepts to achieve a motivated workforce in an

Organization. (8)
11.(i)Explain the basic techniques used for measuring performance.(10)
(ii)What are the important factors that influence purchases.(6)
12. Explain the following with their advantages and limitations: (i)Kaizen (ii)PDSA cycle
(iii)Performance appraisal. (6+5+5) NOV2012
13. Explain various continuous process improvement strategies. (16)
14.(i) Explain on PDSA cycle.(8)NOV2012
(ii)Explain continuous process improvement.(8)NOV2012
15. (i)Explain the key elements of partnering.(8)
(ii)Explain the conditions for selection and evaluation of suppliers. (8)
16. Explain the following :(i)Kaizen (ii)Supplier rating and relationship development (iii) 5S 17.
(i)Explain PDSA cycle.(8) APR2013
(ii)What is a team? Describe the characteristics of a successful team.(8) APR2013
18. Explain the various techniques of performance measures.(16)APR2013
UNIT III
PART A
1. List down the quality tools. NOV2013
2. What are the various histogram shapes?NOV2013
3. Draw the different types of histograms and specify their characteristics NOV2013.
4. What is check sheet?NOV2012
5. What is cause and effect diagram? NOV2012
6. What is scatter diagram?NOV2012
7. What is pareto diagram?
8. How to draw a pareto diagram? Give an example.
9. List out the new seven management tools.
10. What is affinity diagram?
11. What is relationship diagram?
12. What is matrix diagram?
13. What is the need for six sigma state?
14. Mention any four steps involved in 6.
15. What is 6?(or) What are the factors that distinguish 6 concepts from traditional quality
management concepts?
16. What are the five phases in six sigma process?
17. What is bench marking? (or)Define bench marking.
18. What are the limitations of bench marking? (Or) What are the reasons to bench mark?
19. Indicate any two strengths and weakness of bench marking techniques.
20. What is meant by FMEA?
21. What does FMEA stands for?
22. Define failure rate.

UNIT III
PART B
1. (i)How is a cause and effect diagram constructed? Discuss in detail with a case study. (10)
(ii)How is Pareto analysis done? Explain with an example.(6)N0V2011
2. (i)Discuss the applications of New seven management tools with examples.(10) N0V2011
(ii)Explain the concept of 6 with an example.(6)N0V2011
3. Discuss the seven tools of quality and new management tools for improving product and
service quality.(16)APR2012
4. Explain with neat diagrams and examples, the seven tools of quality.(16) APR2012
5. (i) Explain cause & effect diagram with example.(8)APR2012
(ii)Explain affinity diagram and tree diagram.(8)APR2012
6.(i)Explain briefly matrix data analysis and check list.(8) NOV2012
(ii)Explain tree diagram and arrow diagram.(8)NOV2012
7. (i)Explain the concept of 6.(8) (or) Explain the stages of 6in process improvement.(8)
(ii)Explain the bench marking process.(8)NOV2012
8. Describe the different Bench marking metrics that can be used in educational institutions.(16)
9.(i)Explain about bench marking process.(8)
(ii)Identify and explain the three main types of bench marking.(8)
10. (i)Explain the step by step procedure to perform design of FMEA with computer mouse as an
example.(10)
(ii)List the benefits of FMEA.(6)
11. Discuss the objectives, process, outcome and benefits of FMEA.(16)
12. Explain the different steps involved in FMEA with an example.(16)
13. (i)List the four stages of FMEA and indicate the activities carried out under each stage.(8)
(ii)How failures of a product can be classified? Write the stages of FMEA. (8)
14. What three different outcomes can bench marking studies reveal? What course of action is
appropriate for each outcome?(16)APR2013/AU
15. Explain the New seven tools of quality management.(16)APR2013/AU
UNIT IV
PART A
1. What are the functions of QFD? (Or) What are the objectives of QFD? (Or) What are the
benefits of QFD?(or) What are the functions of quality circle?NOV2013
2. What do you mean by house of quality? NOV2012
3. Write and draw the parts of the house of quality. NOV2012
4. Give Taguchis definition of quality. NOV2012
5. Explain Taguchis Quality Loss Function.
6. What are the benefits of TPM?
7. Why TPM is required?(or) Define TPM

8. What are the goals of TPM?

9. What do you mean by the term cost of quality?
10.Define quality cost . Mention 4 categories of quality cost.
PART - B
1. (i)Explain QFD with suitable examples.(10)N0V2011
(ii)Write a short notes on Taguchis quality loss function.(6) N0V2011
2. (i)Explain about QFD process.(8)N0V2011
(ii)Discuss the QFD process with new chart and flow diagram. (8) N0V2011
3. Explain QFD with suitable example. What are its advantages and limitations.(16) APR2012
4.How is the house of quality constructed? Explain with an example. (16)APR2012
5. (i)Explain Taguchis quality engineering using loss-to-society concept.(10)APR2012
(ii)What are the six major areas need to be measured for implementing TPM.(6)APR20126.
6. (i)Write a short notes on TPM.(8)APR2012
(ii)What are the objectives of performance measures? Explain the characteristics to be
measured to evaluate the particular product or service.(8) NOV2012
7. (i)What are the six major loss areas that are measured, tracked, in a TPM program? Indicate
the method of measuring any two of these major loses.(8)NOV2012
(ii)Explain quality costs.(8)NOV2012
8. (i)How are quality costs categorized? Explain in detail.(8) NOV2012
(ii)Explain the six basic techniques used for presenting performance measures.(8)
9. Explain the various types of costs contributing to the cost of quality. Give examples for
each.(16) APR2013/AU
10. Discuss in detail how the voice of customer is transformed into technical and functional
requirements by QFD. APR2013/AU
UNIT V
PART - A
1. What are the ISO 9000 standards? (or) What is ISO 9000:2000? (or) What are the benefits of
ISO 9000 certification? NOV2013
2. Mention the objectives of Quality audits. (or) Explain quality auditing. NOV2012
3. Define quality audit. (or) What is internal quality audit and external quality audit? NOV2012
4.What is the need for documentation? (or) State the benefits of documentation. NOV2012
5.What are main elements of ISO 14000? NOV2012
6. Differentiate TS 16949 and ISO 14001.
7. What is the model of process based quality management system given in ISO 9001 : 2000?
8. Explain about Non-conformance report. (NCR).
9. Explain the need for the quality systems in an organization.
10. Mention any two organizational benefits of QS 9000.
11. Define environmental policy.
12. What are the elements of quality systems?

13.Name the ISO 9000 series.

UNIT V
PART B
1. (i)Explain the steps followed to get ISO-9000 certification for an educational institute.(10)
(ii)What are the elements of ISO-9000:2000 quality system.(6)N0V2011
2. (i)Define quality system and explain the evolution of ISO-9000(10)N0V2011
(ii)Explain ISO-14000 with an industrial application.(6)N0V2011
3. (i)Explain ISO-14000. How does the conceptual approach to ISO-14001 differ from ISO9001? Also explain the elements in ISO-9001 which are similar to ISO-14001? (8)APR2012
(ii)Explain QS-9000 and differentiate between ISO-9000 and QS-9000. Also list the benefits
that could be realized by implementing QS-9000.(8)APR2012
4. Explain the steps to be followed in implementing quality system ISO-001:2000.(16)APR2012
5. (i)What are the requirements of ISO-14000? Explain them briefly.(10)APR2012
(ii)Contrast between internal audit and external audit.(6)NOV2012
6. (i)Discuss in detail the elements of ISO-9000.(10)VNOV2012
(ii)What are the objectives of ISO-9000.(6)NOV2012
7. (i)Explain in detail different types of quality audits.(10) NOV2012
(ii)What is the registration process of ISO-9000? What questions will the auditors might
ask?(6)
8. Consider a company involved in testing the strengths of components. Currently 50 engineers
are working in the company. Explain briefly the steps that the company should take to
implement ISO-9001:2000 based quality system and obtain the certificate from a certifying
agency.(16)
9. (i)Enumerate any eight key organization benefits achievable on implementing ISO-14001
based system.(8)
(ii)With the aid of a pyramidal diagram, describe the documentation hierarchy stipulated in
ISO-14001 standard.(8)
10. What are the elements of ISO-9000 quality systems? Explain how, quality systems are
implemented, documented and audited.(16)
11. Discuss the requirements of ISO-14000.(16)
12. List the different types of quality audits available in practice and explain when each has to be
carried out?(16)
13. (i) Explain the requirements of Environmental Management Systems.(8)
(ii)Discuss the benefits of environmental management systems.(8)
14. (i)What is QS-9000? State its significance.(8)APR2013/AU
(ii)What are the benefits of ISO:14000 certification? APR2013/AU