GE6757- TOTAL QUALITY MANAGEMENT

QUESTION BANK

UNIT I INTRODUCTION

PART- A

1. Define Quality.
2. Compare Dimensions of product and service quality.
3. What are the different ways to create customer oriented culture in an industry?
4. What are the dimensions of quality?
5. Discuss the duties of quality council.
6. Interpret the essential steps of quality planning?
7. Compare appraisal and failure costs.
8. How would you show your understanding on the Juan’s quality planning?
9. What conclusion can you draw on the objectives of quality cost evaluation?
10. How is Customer retention focused in TQM?
11. Interpret the barriers to TQM implementation.
12. Define prevention costs.
13. How would you show your understanding of the term Customer satisfaction & the term
Customer complaints?
14. Classify the basic concepts of TQM.
15. Define Costs of quality
16. Classify any four principles of TQM.
17. Define quality statement? Give example for each.
18. What is quality council?

PART-B

1. Explain Deming’s Fourteen Principles for Quality Management. How do you feel that these will
be useful in today’s context in service industry.
2. How would you summarize customer complaints, customer satisfaction & retention in details?
3. How would you show your understanding on the basic concepts in details? Construct the
principles of TQM?
4. Examine evolution, pillars and potential benefits of TQM?
5. Explain i) Categorize the different TQM Framework with diagram.(8 marks)
ii) Can you predict the outcome of barriers for TQM implementations?(8 marks)
6. Why to measure quality costs? Classify the various types of Quality costs and given examples
7. Explain (i)Describe various dimensions of Quality with respect to the following: Quality in
Products and Quality in services. (ii)Explain the common customer feedback collection tools.
9. Explain Crosby 14 points for quality.
10. (i)Explain the role of senior level management in TQM implementation. (ii) Illustrate the various
steps involved in customer satisfaction process.
11. Enumerate the cost of quality and discuss in detail with respect to the service based industry
12. 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.
UNIT-II TQM PRINCIPLES
PART-A
1. Define Leadership.
2. Compare Reward & Recognition.
3. Identify the importance of strategic quality planning
4. Classify the types of motivation.
5. How is teamwork important in TQM?
6. Interpret the objectives Quality councils.
7. What is continuous process improvement?
8. What is Quality circle ?
9. Define motivation.
10. How employee involvement can be improved in an organization?
11. Explain empowerment.
12. What example can you state for partnering?
13. Classify the types of supplier rating.
14. List the characteristics of good leadership.
15. Interpret the importance of supplier selection
16. Define performance appraisal.
17. Compare Kaizen and Kairyo.
18. Why team and team works are required in TQM?
19. Define 5s.
PART- B

1. How would you describe the characteristics of quality leader and leadership styles for effective
leaders in detail?
2. Explain requirements of effective leadership & summarize leadership roles in detail
3. (i).How would you show your understanding on steps involved in strategic quality planning
(ii).Identify the Difference between strategic quality planning VsTraditional strategic planning
4. (i).Categorize the Aspects of employee involvement. (ii).Analyze the concept of motivation in
detail?
5. Can you formulate theories of motivation in detail?
6. (i).Evaluate Concept of Employee empowerment and general principles and characteristics of it?
(ii).Estimate team types and characteristics of successful team?
7. Explain the process would you use for performance appraisal?(ii)classify the different
performance appraisal techniques.
8. How would you show your understanding on the essentials PDCA Cycle?
9. Examine the Juran trilogy in detail?
10. i)What is supplied partnering? Indicate its importance benefits ii )List the various steps involved
in supplier selection.
 11. Elaborate the Japanese 5s as applicable to services and manufacturing company.
12. How would you show your understanding on framing 5s for a manufacturing company and
classifying them?
UNIT- III TQM TOOLS & TECHNIQUES I
PART-A
1. What is meant by bench marking?
2. Summarize the evolution of six sigma in Motorola company
3. Write the features of Activity network diagram.
4. List any four traditional tools of quality.
5. Can you assess the value or importance of bench marking?
6. Differentiate between process distribution check sheet and defective item check sheet
7. What do you mean by six sigma?
8. Name some new management tools.
9. What is meant by FMEA?List the stages of FMEA.
10. What is your opinion of RPN?
11. What are the reasons for bench-marking?
12. How would you show your understanding of PERT Diagrams
13. Can you make a distinction between failure mode and failure effects?
14. What is the use of stratification chart in TQM?
15. Compare between the Tree diagram and Decision tree diagram.
16. What is relationship diagram? When do you use it?
17. Can you list the three benefits of FMEA?

PART- B

1.(i).How is a cause and effect diagram constructed? Discuss in detail with a case study/example.
(ii)What are the various types of histograms?
2. (i).Explain in detail about new management tools.
(ii).Infer how is Pareto analysis done? Explain with an example.
3.(i).How would you show your understanding of properties of normal curve?
(ii).How would you solve the tree diagram and arrow diagram?
4 (i).Examine in detail the six sigma concepts of process capability. Also bring out the methodologies
adopted in six sigma practices. (ii)Analyze the SIX BIG losses which are acting as stumbling blocks on
the road to higher equipment effectiveness. Also explain how those losses can be minimized or
eliminated through TPM programme.
5 (i).Elaborate the stages of six sigma in process improvement. (ii).Discuss the usage of scatter diagram?
6 (i).Evaluate the purpose and methodology of construction of a Ishikawa diagramwith an example.
(ii).Justify an engineering brief about ‘arrow diagram’. When do you use arrow diagrams?
7 (i).In what way, matrix data analysis differs from all other management tools?
(ii).How would you explain the methodology of constructing an affinity diagram by using an illustration
8 (i).Explain the significance of “Process Decision Programme Chart (PDPC) using a simple illustration.
 (ii).Explain would you prepare a FMEA work sheet for an induction motor’s shaft failure or a failure of
your choice.
9 How would you show your understanding of Bench marking process? List the various reasons for
bench marking.
10 (i).Analyze the three main types of benchmarking. In what circumstances would each type be more
appropriate? (ii).Examine the steps that contain the core technique of benchmarking?
11 "Why benchmarking is required in an organization? Illustrate the different types of bench marking
process. Write down the general procedure for bench marking process."
12. (i).Classify benchmarking based on the nature of firms against which benchmarking could be
done. (ii).Infer Efficiency has been defined as “doing things better” and effectiveness as “doing
better things”. Describe how benchmarking can be used to improve both efficiency and
effectiveness.
13 Explain in detail the concept of FMEA.
14 Can you recall the four stages of FMEA? How do you use FMEA in an organization to increase process
reliability?"

UNIT-IV TQM TOOLS AND TECHNIQUES-II

PART-A

1. What is meant by quality loss?

2. List the objectives of TPM.
3. Classify control charts.
4. List the measures of process capability.
5. Can you assess the value or importance of ‘process is in control’?
6. Differentiate between control charts for variables and attributes.
7. What are the purposes of capability analysis?
8. How would you explain Six Sigma principle?
9. How would you apply what you learned to develop QFD?
10. What are the six sections of a basic house of quality matrix?
11. What are the objectives of QFD?
12. What is your opinion of Taguchi methods?
13. Can you recall the significance of Taguchi’s QLF?
14. Outline the scope of quality loss function.
15. How would you show your understanding of Terotechnology?
16. "Can you make a distinction between preventive maintenance and predictive maintenance?"
17. Define Maintenance.
18. What is the main idea of corrective maintenance?
19. List out the benefits of Total Productive Maintenance?
20. Can you list the types of Maintenance?

PART-B
1. "i. What are control charts? What are various types of control charts used in industries?
ii. Explain the Process Capability Studies by Control Chart Method.
2. "The taguchi loss function for a certain component is given by L(X)= 7500(X-N)2,where X=
the actual value of a critical dimension and N is its Nominal value .company management has
decided that the maximum loss that can be accepted is Rs.400.If the nominal dimension is 35.00
mm.Findthe tolerance limits."
3. "Describe the difference between control limits and specification limits."
4. "i. Explain the stages involved in developing TPM. ii. Explain the various types of maintenance
techniques
5. Discuss quality function deployment with suitable application.
6. "i. Evaluate the concept of six sigma. ii. Also compare process capability with six sigma concept.
7. "Devise a QFD Methodology for design and development of cups used in vending machine for
dispersing hot and cold beverages."
8. "Write down the objectives of implementing TPM.Discuss about the core elements of TPM
program.Compare TQM and TPM."
9. "List and explain the various measures of performance in evaluating the success of an
organization."
10. "i. What is meant by QFD Process? ii. Describe the four phases of QFD.
11. "What are the Pillars of TPM? Discuss them in detail. How are they implemented?"
12. "Rephrase the handle of a domestic iron box is being designed. How is QFD applied for their
process? Discuss with the diagram of House of Quality."
13. Examine in detail how the house of quality constructed with an example.
14. "i. Briefly outline the Six Sigma DMAIC Process.
ii. What are the six major loss areas need to be measured for implementing TPM?

UNIT-V QUALITY SYSTEMS

PART-A
1. Define ISO.What is the need for ISO?
2. What is QS 9000 standard?
3. Give some other quality systems?
4. "Enumerate the steps necessary to implement the Quality Management System?"
5. Can you list the three sections of QS-9000?
6. What is quality audit?
7. What are the requirements of ISO 14001?
8. Can you explain the benefits of ISO 14000?
9. "Identify the four elements for the checking & corrective action of ISO14001?"
10. "List the seven elements for the implementation & operations of ISO14001?"
11. Name the four elements for the planning of ISO 14001?
12. Give the types of Organizational Evaluation Standards?
13. What are the types of Product Evaluation Standards?
14. Explain the use of Quality Auditing?
15. "Give the usage of an effective recognition and reward system?"
16. "List down the typical measurements frequently asked by managers and teams?"
17. Specify the objectives of “quality policy”.
18. Compare QS 9000 with TS 16949 quality system.
19. What are the important requirements of QS9000?
20. Explain briefly the environmental management system.

PART-B
1. "(i). What are the steps to be followed in implementing quality system ISO 9001:2000
2. (ii) What is ISO 9000:2000? State its scope and applications.
3. Explain briefly the requirements of ISO 14000? Can you explain the concept of ISO 14001?
4. "(i). Discuss any four requirements of Environmental Policy. (ii). Discuss the three categories of
Organizational Evaluation Standards in detail.
5. "(i).Bring out the Industrial application of ISO 14000. (ii).Assuming that you are working as a
quality manager in amanufacturing company in India. Recently you have initiated and
implemented TQM in your organization. Change in culture was felt and you have taken the
steps required to fulfill the TQM culture. Now, the problem is sustaining the change. Describe
what measures you will take to sustain the change to a quality culture.
6. "(i).Formulate the steps followed to get ISO 9000 certification for an educational institute.
(ii).Can you elaborate on quality auditing and explain its types?
7. Describe the implementation of ISO 14000 requirements and benefits.
8. "Elucidate the main reasons for people quitting organizations and taking up job elsewhere? Is
money the main reason? Explain the approach to generating commitment."
9. Illustrate the detailed procedure for quality auditing. Brief the attributes of a good auditor.
10. (i) Discuss about the four important documents to be prepared for ISO 9000
certification. (ii) What are the benefits of implementing ISO 14000 standard?
11. (i)Point out the benefits of EMS. (ii).Discuss quality auditing in detail.
12. "(i).What are the contents of an environmental management system?
(ii).Can you list the steps involved in creating TQM culture?
13. "(i). Outline the major clauses of QS 9000 standards.
(ii). Outline the steps on ISO registration process, audit.
14. Analyze the role of audit checklist for quality management system.
"Enumerate the various aspects of ISO 14000 environmental management system. Brief the
various principles of ISO14000 series."