INTRODUCTION UNIT-I

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 TOTAL QUALITY MANAGEMENT,

PART A   (2 Marks)

1.Define quality. ( Au Nov  05 )

(i) Quality is defined as the predictable degree of uniformity and dependability, at low  cost suited to the market.(Deming).

(ii)  Quality is defined as fitness for use(Juran).

(iii)  Quality is defined as conformance to requirements (Crosby).

(iv) Quality is totality of the characteristics of entity that bear on its ability to satisfy stated and implied needs(ISO).

2.List the dimensions of quality.

The dimensions of quality are

1.  Performance

2.  Futures

3.  Conformance

4.  Reliability

5.  Durability

6.  Service

7.  Response

8.  Aesthetics and

9.  Repetition.

3.What do you mean by quality planning? ( Au May 04)

The quality planning is strategy planning process in which quality is embedded in each and every step.

4.Where we use the quality planning road map?

Quality planning can be applied for the following levels

1.  Supervisory and worker level

2.  Multi levels

3.  functional levels

4.  Major programming.

5.Define quality cost. ( Au May 05)

Quality cost is defined as the cost associated with the non-achievement of product/service quality as defined by the requirements established by the organisation and its contracts with customers and society.

6.List the categories of quality costs.

The categories of quality cost are

1.  Cost of prevention

2.  Cost of appraisal

3.  Cost of internal failures and

4.  Cost of external failures

7.What is meant by cost of prevention?

Prevention costs are the costs that are incurred on preventing a quality problem from arising.

8.List the elements of cost of prevention.

The elements of cost of prevention are

1.  Cost of quality planning

2.  Cost of documenting

3.  Process control cost

4.  Cost of training

 5.  Costs associated with preventing recurring defects.

9.What is cost appraisal?

Appraisal costs are the cost that are incurred in assessing that the products/services conform to the requirements

10. What are the cost of appraisal?

The cost of appraisal are

1.  Cost of receiving test and equipment

2.  Cost of Laboratory acceptance testing

3.  Cost of installation testing

4.  Cost of installation and commissioning

5.  Cost of maintenance and calibration of testing and inspecting equipments.

11. What is meant by cost of internal failures?

The costs associated with defective products, components and materials that fail to meet quality requirements and result in manufacturing losses are called as costs of internal failures. These costs are linked to correcting mistakes before delivery of the product

12. List the components cost of internal failures.

The cost of internal failures are

1.  Cost associate with scrap and rejects.

2.  Cost of repair and rework.

3.  Cost of design changes.

4.  Cost of trouble shooting

5.  Cost of reinspection and retesting., etc;

13. What is meant by cost of external failures?

It consist of the cost which are generated because of defective products being shipped to customers. These cost are associated with the adjustments of malfunctions after delivery of the product

14. What are the elements of external failure?

The elements of external failures are

1.  Cost of processing complaints from customers.

2.  Cost of commissioning failure.

3.  Cost of servicing are replacing the defective items.

4.  Cost of guarantee and warranty claims

5.  Cost of lost goodwill of customers.

15. What are the techniques commonly used for analyzing the quality cost?

The techniques used for analyzing the quality cost are

1.  Trend analysis and

2.  Pareto analysis

16. Define TQM

 Total Quality Management is the management approach of an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction and benefits to all members of the organization and to society.

17.what are the six basic concepts that a successful TQM programme requires?

The six basic concepts that a successful TQM programme requires

1. Top management commitment

2. Focus on the customer

3. Effective employee involvement

4. Continuous improvement

5. Treating suppliers as partners and

6. Establishing performance measures

18. What are the elements of TQM?

The three elements of TQM are:

1. The philosophical element: It includes leadership continuous improvement,  employee participation and development, design quality and prevention, partnership development,etc.

2. The generic tools: This includes SPC tools, QFD, new seven

Management  tools, and FMEA

3. QC department: It consists of SQC methods, benchmarking, Taguchi methods, and TPM.

19.What are the pillars of TQM? ( Au May 05)

The four pillars of TQM are:

1. Problem solving discipline

2. Interpersonal skills

 3. Teamwork and

 4. Quality improvement process

20.List out any four barriers to TQM implementation.

The four barriers to TQM implementation are

1.Lack of management commitment.

2.Lack of employees commitment.

 3.Lack of effective communication.

   4.Lack of continuous training and education.

21.Tabulate the tangible and intangible benefits of TQM.

Tangible Benefits	Intangible Benefits
Improved product quality     Improved productivity     Reduced quality costs     Increased market and customers     Increased profitability     Reduced employee grievances	Improved employee participation     Improved teamwork     Improved working relationships     Improved customer satisfaction     Improved communication     Enhancement of job interest     Enhanced problem-solving capacity     Better company image.

22.What do you mean by the term leadership?

Leadership is the process pf influencing the activities of an individual or a group towards the achievement of a goal in a given situation

23.List out the different leadership roles required for effective teamwork.

The eight leadership roles are:

1.Producer role

2.Director role

3.Coordinator role

4.Checker role

5.Stimulator role

6.Mentor role

7.Innovator roles

8.Negotiator role.

24.What is a quality council? Who are all the members in the quality council?

 A quality council is a team to provide overall direction for achieving the total quality culture.

The members of quality council are

(i)         The chief executive officer (CEO)

(ii)       The senior managers of the different functional areas and

(iii)      A coordinator or consultant.

25.What is vision statement?

The vision statement is a short declaration of what an organization aspires to be tomorrow

26.What is mission statement?

It is bound organizational goal, based on planning premises, which justifies an organization existence.

27.What is quality policy statement? ( Au Nov  05)

The quality policy is a guide for everyone in the organization as to how they should provide products and service to the customers.

28..What is strategic planning?

Strategic planning sets the long-term direction of the organization in which it wants to proceed in future.

29..What are the steps involved in strategic planning process?

The strategic planning process involves seven basic steps. They are:

1.Customer needs

2.Customer positioning

3.Predict the future

4.Gap analysis

5.Closing the gap

6.Alignment and

7.Implementation

     30. Give the Basic Concepts of TQM?

  •A committed and involved management to           provide           long-term top-to-            bottom organizational support.

•An unwavering focuses on the customer, both internally and externally.

•Effective involvement and utilization of the entire work force.

•Continuous improvement of the business and production process.

•Treating suppliers as partners.

•Establish performance measures for the processes

   31. Give the Principles of TQM? (Apr/May ‘07)(Nov/Dec ‘09)

•Constancy of purpose: short range and long range objectives aligned

•Identify the customer(s); Customer orientation

•Identification of internal and external customers

•Continuous improvement

•Workflow as customer transactions

•Empower front-line worker as leader

•Quality is everybody’s business

•For a service industry, some elements of quality are:

- empathy

- trust; i.e. expertise, integrity, courtesy

- responsiveness

- tangible product attractiveness (curb appeal)

- reliability, on time, no interruptions

- Customer orientation to child care services, a marketing perspective

- Barriers that exist to a customer orientation

32.  What are the three components of the Juran Trilogy?

The three components of the Juran Trilogy are

 I . Planning

ii. Control

iii. Improvement

33.  Give the Objectives of TQM?

a. To develop a conceptual understanding of the basic principles and methods associated with TQM;

b. To develop an understanding of how these principles and methods have been put into effect in a variety of organizations;

c. To develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management;

d. To do the right things, right the first time, every time

34. Give the Quality Hierarchy?

1. Inspection

2. Quality Control (QC)

3. Quality Assurance (QA)

4. Total Quality Management

Inspect products.

Detection

Finding & Fixing Mistakes

35. What does a typical meeting agenda contain after establishing the TQM?
1. Progress report on teams
2. Customer satisfaction report
3. Progress on meeting goals
4. New project teams
5. Recognition dinner
6. Benchmarking report

36. Give the typical cost bases?

• Labor
• Production
• Unit
• Sales

37.  How will you determine the optimum cost?

• Make comparison with other organizations
• Optimize the individual categories
• Analyze the relationships among the cost categories

38. State the Quality Improvement Strategy?

1. Reduce failure costs by problem solving

2.Invest in the “right” prevention activities

3.Reduce appraisal costs where appropriate and in a statistically sound                 manner

4.Continuously evaluate and redirect the prevention  effort to gain         further Quality improvement

39. Define Quality Planning?

A quality plan sets out the desired product qualities and how these are assessed and  define  the  most  significant  quality  attributes.  It  should  define  the  quality assessment process. It should  set out which organizational standards should be applied and, if necessary, define new standards.

40.  What is needed for a leader to be effective?

To be effective, a leader needs to know and understand the following:

•People, paradoxically, need security and independence at the same time.

•People are sensitive to external rewards and punishments and yet are also strongly self- motivated.

•People like to hear a kind word of praise.

•People can process only a few facts at a time; thus, a leader needs to keep things simple.

•People trust their gut reaction more than statistical data.

•People distrust a leader’s rhetoric if the words are inconsistent with the leader’s actions.

41. What is the important role of senior management?

           (i)  Listening to internal and external customers and suppliers through visits, focus

                groups and surveys.

          (ii) Communication.

         (iii)  To drive fear out of  the organization, break  down  barriers,  remove  system roadblocks, anticipate and minimize resistance to change and in general, change the culture

42.  What are the general duties of a quality council?

(i) Develop, with input from all personnel, the core values, vision statement, mission statement, and quality policy statement.

(ii) Develop the strategic long-term plan with goals and the annual   quality improvement program with objectives.

(iii) Create the total education and training plan.

(iv) Determine and continually monitor the cost of poor quality.

(v) Determine the performance measures for the organization, approve those for the functional areas, and monitor them.

(vi) Continually, determine those projects that improve the processes, particularly those that affect external and internal customer satisfaction.

(vii) Establish multifunctional project and departmental or work group teams  and monitor their progress.

            (viii) Establish or revise the recognition and reward system to account for the                     new way of doing business

43. What are the various quality statements?

             (i)Vision Statement

(ii)Mission Statement

(iii)Quality Policy Statement

  44. What are the characteristics of Quality policy?

•Quality is first among equals.

•Meet the needs of the internal and external customers.

•Equal or exceed the competition.

•Continually improve the quality.

•Include business and production practices.

   •Utilize the entire work force

45. Write the equations that would quantify quality.(Nov /Dec 2007)

            Quality can be qualified as Q = P/E . where P=Performance;

           E= Expectations.

46. What are the four absolutes of quality observed by Crosby?

(Nov/Dec ‘12)

            First absolute: The definition of quality is conformance to requirements,            not goodness.

            Second absolute: The system of causing quality is preventive not            appraisal

            Third absolute: The performance standard must be zero defects, not             “that’s close enough”.

            Fourth absolute: The measurement of quality is the price of non-           conformance and not indexes.

47. List the various factors which constitute the frame work of TQM.

(May/Jun ‘12)

            1. TQM principles and practices

            2. TQM tools and techniques

48. What are the important habits of quality leader? (Nov/Dec ‘11)

            1. Be proactive

            2. Begin with the end in mind

            3. Put first things first

            4. Think win/win

            5. Seek first to understand, then to be understood

            6. Synergise

            7. Sharpen the saw.

49. What are the faces of quality? (May/Jun ‘09)

1.  Performance

2.  Futures

3.  Conformance

4.  Reliability

5.  Durability

6.  Service

7.  Response

8.  Aesthetics and

  9.  Repetition.

50. What are the four elements of ‘system of profound knowledge ’ described        by Deming?

            1. Appreciation for a system

            2. Knowledge of statistical theory

            3. Theory of knowledge

            4. Knowledge of psychology.

PART B (16 Marks)

1.    Explain the basic concepts of TQM? (may/Jun ‘12)

2.    Explain the principles of TQM. (16) (Nov /Dec’09)

3.    Elucidate the TQM framework and awareness.

4.    What are the obstacles in implementing the TQM? (Nov /Dec’12)

5.    How do the dimensions of a quality of a product influence the acceptability?

6.    Historical review of TQM?

7.    What are the benefits of TQM?

8.    Elucidate the characteristics of quality leaders?

9.    Explain Juran’s ‘Quality Trilogy’ in detail. (8)

10.  Elaborate the Deming philosophy.               (8)

11. Describe the evolution of management.        (8)
12.  Enumerate the Deming’s 14 points of management (16) (Nov /Dec’12)
13. Explain various dimensions of quality.(8)  (May/Jun ‘12) (Nov /Dec’12)