TQM PRINCIPLES -UNIT-II

Unit II – TQM PRINCIPLES

PART A (2 MARKS):

1. Who are internal and external customers?

The customers inside the company are called internal customers, whereas the customers outside the company a called external customers.

2. What are the customer’s perceptions on quality?

The six important customer’s perceptions are:

(i) Performance

(ii) Features

(iii) Service

(iv)  Warranty

(v)  Price and

(vi) Reputation

3. List the various tools used for collecting customer complaints.

The various tools used are:

1. Comment card.

2. 2.Customer questionnaire

3. Focus groups

4. Toll-free telephone numbers

5. Report cards

6. The Internet and computer etc.

4. What is meant by customer retention? (Nov/Dec ‘09)

Customer retention is the process of retaining the existing customers.

5. What is motivation?

Motivation means a process of stimulation people to accomplish desired goals.

6. What are the Maslow’s basic needs?

Maslow’s basic needs are:

1. Physiological

2. Safety

3. Society

4. Esteem and

5. Self-actualization needs.

7. What are physiological needs?

Physiological needs are the biological needs required to preserve human life.

These needs include needs for food, clothing and shelter

8. List the Herzberg’s motivators and dissatisfies.

Motivator factors Dissatisfies or hygiene factors

_ Achievement

_ Recognition

_ The work itself

_ Responsibility

_ Advancement and growth.

_ Supervisors

_ working conditions

_ Interpersonal relationships

_ Pay and security

_ Company policy and

Administration

9. Define empowerment. (Au Nov 05)

Empowerment is an environment in which people have the ability, the confidence, and the commitment to take the responsibility and ownership to improve the process and initiate the necessary steps to satisfy customers requirements within well defined boundaries in order to achieve organizational values and goals.

10. What are the conditions necessary for empowerment?

The conditions required are:

1. Everyone must understand the need for change.

2. The system needs to change to the new paradigm.

3. The organization must provide information, education and still to its employees.

11. Define team and teamwork.

_ A team can be defined as a group of people working together to achieve common objectives or goals.

_ Teamwork is the cumulative actions of the team during which each member of the team subordinates his individual interests and opinions to fulfill the objectives or goals of the group.

12. List the different types of teams.

The different types of teams are

1. Process improvement team

2. Cross-functional team

3. Natural work team and

4. Self-directed work team.

13. Name different members in a team.

The different members in a team are

1. Team leader

2. Facilitator

3. Recorder

4. Timekeeper and 5.Member

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

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

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

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

3. People like to hear a kind word of praise.

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

5. People trust their gut reaction more than statistical data.

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

15. What is the important role of senior management?

-Listening to internal and external customers and suppliers through visits, focus groups and surveys.

-_Communication.

-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.

16. Give the basic steps to strategic quality planning?

i. Customer needs

ii. Customer positioning

iii. Predict the future

iv. Gap analysis

v. Closing the gap

vi. Alignment

vii. Implementation

17. What is meant by recognition in an organization?

Recognition is a process whereby management shows acknowledgement of a employee’s outstanding performance.

18. Classify rewards.

1. Intrinsic rewards: These are related to feelings of accomplishment or selfworth.

2. Extrinsic rewards: These are related to pay or compensation issues.

19. What is performance appraisal? (Au June 06)

Performance appraisal is a systematic and objective assessment or evaluation

of performance and contribution of an individual.

20. List four common barriers to team progress.

The four common barriers to team progress

1. Insufficient training

2. Incompatible rewards and compensation

3. Lack of management support

21. Give the steps involved in training process?

The steps involved in training process are

1. Make everyone aware of what the training is all about.

2. Get acceptance.

3. Adapt the program.

4. Adapt to what has been agreed upon.

22. Define Recognition and Reward?

Recognition is a form of employee motivation in which the organization. Publicly acknowledges the positive contributions an individual or team has made to the success of the organization. Reward is something tangible to promote desirable behavior. Recognition and reward go together to form a system for letting people know they are valuable members of the organization.

23. What are the types of appraisal formats?

The types of appraisal formats are

i. Ranking

ii. Narrative

iii. Graphic

iv. Forced choice

24. What are the benefits of employee involvement?

The benefits of employee involvement are

1. Employee Involvement improves quality and increases productivity because

2. Employees make better decisions using their expert knowledge of the Process.

3. Employees are more likely to implement and support decisions they had a part in making.

4. Employees are better able to spot and pinpoint areas for improvement.

25. What are the basic ways for a continuous process improvement?

The basic ways for a continuous process improvement are

1. Reduce resources

2. Reduce errors

3. Meet or exceed expectations of downstream customers

4. Make the process safer

5. Make the process more satisfying to the person doing it.

26. What are the steps in the PDSA cycle?

The steps in the PDSA cycle are

The basic Plan-Do-Study-Act is an effective improvement technique.

1. Plan carefully what is to be done

2. Carry out the plan

3. Study the results

4. Act on the results by identifying what worked as planned and what didn’t.

27. What are the phases of a Continuous Process Improvement Cycle?

The phases of a Continuous Process Improvement Cycle are

a) Identify the opportunity

b) Analyze the process

c) Develop the optimal solutions

d) Implement

e) Study the results

f) Standardize the solution

g) Plan for the future

28. What are the three key elements to a partnering relationship?

The three key elements to a partnering relationship are

i. Long-term commitment

ii. Trust

iii. Shared vision

29. What are the objectives of Performance measures?

The objectives of Performance measures are

i. Establish baseline measures and reveal trends.

ii. Determine which processes need to be improved.

iii. Indicate process gains and losses.

iv. Compare goals with actual performance.

v. Provide information for individual and team evaluation.

vi. Provide information to make informed decisions.

vii. Determine the overall performance of the organization.

30. What are the characteristics used to measure the performance of a Particular process?

The characteristics used to measure the performance of a particular Process are

i. Quantity

ii. Cost

iii. Time

iv. Accuracy

v. Function

vi. Service

vii. Aesthetics

31. Define 5S?

5S Philosophy focuses on effective work place organization and standardized work procedures. 5S simplifies your work environment, reduces waste and non-value activity while improving quality efficiency and safety.

Sort – (Seiri) the first S focuses on eliminating unnecessary items from the workplace.

Set In Order (Seiton) is the second of the 5Ss and focuses on efficient and effective storage methods.

Shine: (Seiso) Once you have eliminated the clutter and junk that has been clogging your work areas and identified and located the necessary items, the next step is to thoroughly clean the work area.

Standardize: (Seiketsu) Once the first three 5S’s have been implemented, you should concentrate on standardizing best practice in your work area.

Sustain: (Shitsuke) This is by far the most difficult S to implement and achieve.Once fully implemented, the 5S process can increase morale, create positive impressions on customers, and increase efficiency and organization.

32. What is a Kaizen? (Nov/Dec ‘12)

                   Kaizen is a Japanese word for the philosophy that defines management’s role in continuously encouraging and implementing small improvements involving everyone. It is the process of continuous improvement in small increments that make the process more efficient, effective, under control and adaptable.

33. Name few barriers to Team’s progress. (Nov/Dec ‘11)

 1. Insufficient training

2. Incompatible rewards and compensation

3. Lack of planning

4. Lack of management support

34. Customer retention is more powerful than customer satisfication. Why? Or

      Mention the importance of customer retention.

1.  Over 60% of an organisation’s future revenue will come from existing customers.

2.  A 2% increase in customer retention has an equivalent impact upon profitability as a 10% reduction in operating costs.

35. What are the common barriers to team progress?

1.                        Insufficient training

2.                        Incompatible rewards and compensation

3.                        First-line supervisor resistance

4.                        Lack of planning

5.                        Lack of management support

6.                        Access to information systems

7.                        Lack of union support

36. State Frederick Herzberg’s Two-factor theory?

            Herzberg found that people were  motivated by recognition, responsibility, achievement and the work itself

 37. What are quality statements? (Nov/Dec ‘05)

            1. Vision statement

            2. Mission statement

            3. Quality policy statement.

38. What is meant by reactive and proactive behavior? (Nov/Dec ‘09)

According to behavioral theory of motivation people would get motivated to work for recognition and reward. This behavior is known as proactive behavior.

The behavior through punishment only can motivate the people is called reactive behavior.

39. What are the benefits of 5S? (Nov/Dec ‘07)

1. Work place becomes clean and better organized

2. Results in good company image and generates more business

3. Shop floor and office operations become easier and safer.

4. Contribute to productivity, quality and employee morale.

40. Name the 5S’s. (Nov/Dec ‘08)

SEIRI, SEITON, SEISO, SEIKETSU and SHISUKE

41. Why it is difficult to change organizational culture? (Nov/Dec ‘06)

 Influencing external environments and internal environments make it difficult to change organizational culture.

42. Define the tools required to implement kaizen in a manufacturing   system.(May/June’12)

1. 5S House keeping practices

2. Just –In –time principles

3. Poka-yoke

4. Visual Management

43. How are the customer needs and requirements documented? (May/June’12)

1. Customer surveys, focus groups and market research programmes

2. Routine communications

3. Tracking customer complaints, incident reports and telephone contacts.

44. What are the stages of team development?

•Forming

•Storming

•Norming

•Performing

•Adjourning

45.  Give some common team problems?

•Floundering

•Overbearing participants

•Dominating participants

•Reluctant participants

•Unquestioned acceptance of opinions as facts

•Rush to accomplish

•Attribution

46. What are the three types of sourcing?

Sole sourcing Multiple sourcing Single sourcing

47. How will you improve the performance appraisal system?

•Use rating scales that have few rating categories.

•Require work team or group evaluations that are at least equal in emphasis to individual-focused evaluations.

•Require more frequent performance reviews where such reviews will have a dominant emphasis on future planning.

•Promotion decisions should be made by an independent administrative process that draws on current-job information and potential for the new job.

               •Include indexes of external customer satisfaction in the appraisal process.

48. What are the typical measurements frequently asked by managers and teams?

1. Human Resource

2. Customers

3. Production

4. Research & Development

5. Suppliers

6. Marketing/Sales

7. Administration

49. Give the usage of an effective recognition and reward system?

•Serves as a continual reminder that the organization regards quality and productivity as important.

•Offers  the organization a  visible  technique  to thank high  achievers  for outstanding performance.

   •Provides employees a specific goal to work toward. It motivates them to improve                 the process.

50. What are the decision-making methods?

•Non decision

•Unilateral decision

•Handclasp decision

•Minority-rule decision

•Majority-rule decision

   •Consensus

PART B (16 Marks)

1. Explain the following

         a. 5 s

         b. kaizen

         c. supplier rating and relationship development.

2. What  are the customer perception of quality ?

3. Explain how the employee will be involved in doing a process?

4. Describe the various quality statements.

5. Discuss about Moslow’s need hierarchy theory and Herzberg’s two factor theory for       motivation.

6. What are the seven steps of strategic planning?

7. What are the principles of customer / supplier relations?

8. Enumerate any eight actions that an organization shall take to handle complaints.

9. Explain in detail about various methods used for obtaining customer feedback.

10. What are the techniques commonly used for performance measures?