Reg. No.

Question Paper Code : 96503

M.B.A. DEGREE EXAMINATION, NOVEMBER/DECEMBER 2010 First Semester

BA 9203 TOTAL QUALITY MANAGEMENT (Regulation 2009) Time : Three hours Answer ALL questions PART A (10 2 = 20 Marks) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. What is a mission statement? What do you understand by the term CTQ? What is quality circle?

Give two examples for smaller the better losses. Name two control charts for attributes. What is process capability?

What is Risk Priority Number? What is reliability?

What is quality control? What do you understand by the term software quality?

11.

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(ii)

5
(a) (i)

Enumerate and briefly discuss the dimensions of product quality. (8) Briefly discuss the Kano model of customer requirements. Or (8)

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PART B (5 16 = 80 Marks)

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Maximum : 100 Marks

(b)

(i) (ii)

Describe the components of Cost Of Quality (COQ) and give a note on the analysis of COQ. (10) Discuss the PDCA cycle.

12.

(a)

Describe with an example the steps involved in Taguchi technique for quality improvement. (16) Or

(b)

(i) (ii)

Briefly discuss the views of Deming, Juran and Crosby on quality. (8) Describe the features of Japanese 5S tools for management. (8)

13.

(a)

(i) (ii)

Briefly discuss the business process re-engineering tool and its benefits. (10)

Discuss the reliability of systems with components in series and parallel. (6) Or

(b)

(i) (ii)

Write a note on the use of x , R and p control charts in process control. (6)

(ii)

Briefly discuss the three types of benchmarking. Or

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Or 2

14.

(a)

(i)

With an example describe the FMEA procedure.

Explain the various stages and steps in implementing total productive maintenance. (10)

(b)

(i) (ii)

Briefly discuss the QFD procedure as applied to a typical product. (10) Give a note on POKA-YOKE. (6)

15.

(a)

(i) (ii)

Explain the various steps involved in the implementation of ISO 9001 and certification. (12) List the benefits of ISO 9000 certification. (4)

(b)

(i)

Briefly discuss the phases involved in quality audit. Write a note on quality council.

(ii)

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31 5
(6) (10) (6) (10) (6)

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