GE2022 TOTAL QUALITY MANAGEMENT YEAR/ SEM: IV / 7

Recognised by AICTE, New Delhi. Affiliated to Anna University, Chennai

DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING
PREFACE OF THE COURSE FILE
Name of the Staff Members : Mr. Jagadeesh K.
Department of Staff : Computer Science and Engineering
Department of Student : Computer Science and Engineering
Year / Semester : IV/07
Subject Code : GE2022
Name of the Subject : TOTAL QUALITY MANAGEMENT
SYLLABUS
GE2022 TOTAL QUALITY MANAGEMENT L T P C / 3 0 0 3
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of manufacturing and service
quality - Basic concepts of TQM - Definition of TQM TQM Framework - Contributions of Deming, Juran and Crosby
Barriers to TQM.
UNIT II TQM PRINCIPLES 9
Leadership Strategic quality planning, Quality statements - Customer focus Customer orientation, Customer
satisfaction, Customer complaints, Customer retention - Employee involvement Motivation, Empowerment, Team and
Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement PDSA cycle, 5s,
Kaizen - Supplier partnership Partnering, Supplier selection, Supplier Rating.
UNIT III TQM TOOLS & TECHNIQUES I 9
The seven traditional tools of quality New management tools Six-sigma: Concepts, methodology, applications to
manufacturing, service sector including IT Bench marking Reason to bench mark, Bench marking process FMEA
Stages, Types.
UNIT IV TQM TOOLS & TECHNIQUES II 9
Quality circles Quality Function Deployment (QFD) Taguchi quality loss function TPM Concepts, improvement
needs Cost of Quality Performance measures.
UNIT V QUALITY SYSTEMS 9
Need for ISO 9000- ISO 9000-2000 Quality System Elements, Documentation, and Quality auditing- QS 9000 ISO
14000 Concepts, Requirements and Benefits Case studies of TQM implementation in manufacturing and service
sectors including IT.
TEXT BOOK: TOTAL: 45 PERIODS
1. Dale H.Besterfiled, et at., Total Quality Management, Pearson Education Asia, 3
rd
Edition, Indian Reprint (2006).
REFERENCES:
1. James R. Evans and William M. Lindsay, The Management and Control of Quality, 6th Edition, South-Western
(Thomson Learning), 2005.
2. Oakland, J.S., TQM Text with Cases, Butterworth Heinemann Ltd., Oxford, 3
rd
Edition, 2003.
3. Suganthi,L and Anand Samuel, Total Quality Management, Prentice Hall (India) Pvt. Ltd.,2006.
4. Janakiraman, B and Gopal, R.K, Total Quality Management Text and Cases, Prentice Hall (India) Pvt. Ltd., 2006.






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2 Marks with Answer
UNIT I
PART - A
1. Define quality.
Quality is defined as the degree to which a set of inherent characteristics fulfills requirements .Degree means that
quality that can be used with adjectives such as poor, good and excellent. Inherent is defined as existing in something
especially as a permanent characteristic. Characteristic can be quantitative or qualitative. Requirements is a need or
expectation that is stated, generally implied by the organization, its customers, and other interested parties. Quality fulfills
or exceeds our expectations. It is quantified as
Q = P/E
Q Quality
P Performance
E Expectations.
It is also defined as the degree of excellence a product or service provides.
According to Deming It is the predictable degree of uniformity, at low cost and suited to the market. According to
Joseph Juran Quality is fitness for use. According to Philip B. Crosby Quality is conformance to requirements.
2. What are the dimensions of Quality?
The dimensions of Quality are:
1. Performance Primary product characteristics such as the brightness of the picture.
2. Features Secondary characteristics, added features, such as remote control.
3. Conformance Meeting specifications or industry standards.
4. Reliability Consistency of performance over time, average time for the unit to fail.
5. Durability Useful life includes repair.
6. Service Resolution of problems and complaints, ease of repair.
7. Response Human to human interface, such as the courtesy of the dealer.
8. Aesthetics Sensory characteristics such as exterior finish.
9. Reputation Past performance and other intangibles, such as being ranked first.
3. Define Quality planning.
It is defined as the process of planning to design and obtain a better quality product or service and to attain new
break through goals.
4. What are the steps in Quality planning?
According to Juran the steps included in Quality planning are:
1. Establish quality goals.
2. Identify customers.
3. Discover customer needs.
4. Develop product features.
5. Develop process features.
6. Establish process controls, transfer to operations.

5. Define Quality cost.
Quality cost is defined as those costs associated with the non achievement of product or service quality as defined
by the requirements established by the organization and its contracts with customers and society. Simply stated quality
cost is the cost of poor products or services. Quality cost is equated with the cost of attaining quality, it is also equated
with the extra cost incurred due to poor quality.

6. What are the types of quality cost?
Various types of costs associated with Quality are
1. Prevention cost
2. Appraisal cost
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3. Internal Failure cost and
4. External Failure cost
7. What is total quality cost?
Total Quality cost is the summation of all Quality cost
Total Quality cost = [Prevention cost +Appraisal cost +Internal failure cost +External failure cost]
8. Define activity based costing.
Activity based costing can be defined as a cost calculated based on the activities involved in the manufacturing
process
9. What is trend analysis?
Trend analysis of quality cost shows the changes in cost over time period or change in cost that may occur in
future. Time to time comparison of changes in quality cost over time period can be analyzed using trend analysis method.
10. Define Pareto analysis?
Pareto chart was developed by an Italian economist namely Vilfrado pareto. The pareto chart is a specialized
version of a histogram that rank the categories in the chart from most frequent to least frequent. This chart is used to
display the pareto principle in action, arranging data so that a few vital factors are causing most of the quality problems.
This chart is used to analyze the defects that occur frequently.It is based on the 80-20 rule according to which 80% of the
problems are caused by 20% of the components and 20% of the problems are caused by 80% of the components.
11. Define TQM?
TQM is a management philosophy which seeks to integrate all organizational functions (marketing, finance,
design, engineering, and production, customer service ) to focus on meeting customer needs and organizational
objectives. It views organizations as a collection of processes. It maintains that organizations must strive to continuously
improve these processes by incorporating the knowledge and experiences of workers.
The Simple Objective of TQM
Do the right things, right the first time, every time.
Some Basic Tenets of TQM
1. The customer determines quality.
2. Improving quality requires the establishment of effective quality metrics. We must speak with data not just
opinions.
3. People working within systems create quality.
4. Quality is a moving target. It requires a commitment toward sustained continuous improvement.
5. Prevention not detection is the key to producing high quality. We must design quality into products and reduce
variability.
6. Top Management must provide leadership and support for all quality initiatives.
12. What are the Points in Demings Philosophy?
1. Create constancy of purpose for improvement of products and service.
2. Adopt a new philosophy: we are in a new economic age.
3. Cease dependence upon inspection as a way to achieve quality.
4. End the practice of awarding business based on price tag.
5. Constantly improve the process of planning, production, and service- this system includes people.
6. Institute training on the job.
7. Institute improved supervision (leadership)
8. Drive out fear.
9. Break down barriers between departments.
10. Eliminate slogans/targets asking for increased productivity without providing methods
11. Eliminate numerical quotas.
12. Remove barriers that stand between workers and their pride of workmanship.
13. Institute programs for education and retraining.
14. Put all emphasis in the company to work to accomplish the transformation.


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13. Define Vision Statement?
A vision is a guiding image of success formed in terms of a contribution to society. If a strategic plan is the
"blueprint" for an organization's work, then the vision is the "artist's rendering" of the achievement of that plan. It is a
description in words that conjures up a similar picture for each member of the group of the destination of the group's work
together.
A vision statement outlines what a company wants to be. It focuses on tomorrow; it is inspirational; it provides
clear decision-making criteria; and it is timeless.
14. Define Mission Statement?
A mission statement outlines what the company is now. It focuses on today; it identifies the customer(s); it
identifies the critical process(es); and it states the level of performance. It has been said that a vision is something to be
pursued, while a mission is something to be accomplished.
15. Define Quality Policy?
The overall intentions and direction of an organization regarding quality, as formally expressed by top
management.
1. Recognize that top management and all organizational units are fully committed to quality. Quality is
everyones responsibility and our future is dependent upon maintaining a position of quality leadership, focused
on Customer Satisfaction.
2. Define quality as the elimination of variation through an increase in process capability and reduction in cycle
time.
3. Adopt the defect prevention approach to quality rather than defect detection.
4. Establish a cooperative environment for teamwork and mutual problem solving among all employees.
5. Make incremental, sustained improvements in quality and productivity through ongoing training and
application in statistical techniques.
6. Involve suppliers and customers in process and unit cost optimization.
16. What are the barriers to TQM?
The main barriers to TQM are as follows:
i. Lack of understanding of the TQM concept
ii. Absence of visible support from senior & top management
iii. Fear of change
iv. Poor internal communication
v. Heavy work loads
vi. Nature of organization
vii. Lack of adequate education & training
viii. Limited resources
ix. Irregularity of the meetings
x. Delay in implementation of the recommendation
xi. Difficulties in evaluation
17. What is quality council?
A quality council is a group of top level managers established to build quality into the culture. It develops the
quality strategy and guide and support their implementations. The quality council is composed of senior managers of the
functional areas eg: design, marketing, finance, production and quality and a coordinator or consultant and a union
representative
18. What are the six basic concepts of TQM?
The six basic concepts of T.Q.M are
a. A committed and involved management
b. Focus an customer
c. Effective involvement and utilization of the entire work force
d. Continuous improvement
e. Treating supplier as partners &
f. Performance measure
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19. What are the benefits of TQM?
Improved product quality
Improved productivity
Reduced quality costs
Increased profitability
20. Define quality audit.
It is a systematic and independent examination to determine whether quality activities and related results comply
with planned arrangements.
UNIT - II
1. What is quality planning and strategic planning?
Quality planning is the pre-determined activities in order to achieve conformation to the requirements
Strategic planning is known as long term planning. Goals are needed for long term planning. Objectives are
needed for short term planning. The basic steps of strategic planning are.
1. Customer needs, 2. Customer positioning, 3. Predict the future, 4.Gap Analysis, 5. Closing the gaps
6.Alignment of strategic planning, 7. Implementation.
2. What is the role of senior management?
The major role of senior management is as follows:
1. MBWA (mgmt by wandering around)
2. Strategy of problem solving and decision making
3. Strong information base
4. Recognition and reward system
5. Spending most of the time on quality
6. Communication
7. Identity and encourage potential employee
8. Accept the responsibility
9. To play a role mode
10. Remove road block
3. Differentiate customer satisfaction and retention.
Satisfaction, Customers are important asset to the organization; satisfied customers will buy more, Retention, buy
more frequently, and pay their bill promptly
4. Define Employee involvement.
Employee involvement is one approach to improve quality and productivity. It is not a replacement for
management nor is it the final word in quality improvement, it aims at better meeting of organizational goals at all levels.
5. What is meant by empowerment?
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 customer requirements
within well defined boundaries in order to achieve organizational values and goals.
6. List the Types of teams.
Process improvement teams
Cross-functional teams
Natural work teams
Self-directed/ self managed teams
7. Define 5s concept.
It simplifies your work environment, reduces waste and non-value activity while improving quality efficiency and
safety.
8. How will you measure the supplier rating?
It depends on the characteristics used to measure the performance of a particular process
i. Quantity
ii. Cost
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iii. Time
iv. Accuracy
v. Function
9. How will you retain the customer?
Customer retention represents the activities that produces the necessary customer satisfaction which in turn
creates the customer loyalty.
10. Advantages of continuous process.
Reduce resources Reduce errors Meet or exceed expectations of downstream customers Make the process safer
11. What is meant by performance appraisal?
The purpose of performance appraisal is to let the employees know how they are doing & provide a basis for
promotion & salary increase, counseling and other purposes relating the employees future. Employees should be aware of
the process of appraisal. The parameters of evaluation should be known to the employees. The appraisal should point out
the employees strength & weakness.
12. How the quality of costs are estimated in a firm.
The companies estimate quality costs for the following reasons : a) To quantifying the size of the quality problem
in the language of money improves communication between middle managers and upper managers. b) To identify major
opportunities for cost reduction. c) To identify the opportunities for reducing customer dissatisfaction and associated
threats to product salability.
13. How many types of customers?
There are two types of customers.
Internal customers - each of them receives a product or service and in exchange, providers a product or service.
External customers - one who uses the product or service, the one who purchase the product, or the who
influences the sale of the product.
14. Name three key elements to a partnering relationship
Three key elements to a partnering relationship
i. Long-term commitment ii. Trust iii. Shared vision
15. What are the types of sourcing?
Three types of sourcing
a) Sole sourcing b) Multiple sourcing c) Single sourcing
16. List the two conditions for the selection and evaluation of suppliers
The two conditions for the selection and evaluation of suppliers
The supplier understands and appreciates the management philosophy of the organization.
The supplier has a stable management system.
17. How to motivate work force and what meant by motivation?
Know thyself Know your employees
Establish a positive attitude Share the goals Monitor progress
Develop interesting work Communicate Celebrate success
Motivation is the creation of the desire to do something. Knowledge of motivation helps to understand the
utilization of employee involvement to achieve process improvement.
18. What are the different levels in motivation?
Abraham Maslow stated the motivation could be explained in terms of needs and that there are five levels: Level
1- survival
Level 2 security
Level 3 social
Level 4 esteem
Level 5 self actualization
19. What are the benefits of employee involvement?
1. Employees make better decision using their expert knowledge of the process.
2. Employees are more likely to implement & support decisions they had a part in making.
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3. Employees are better able to spot & pinpoint areas for improvement
4. Employees are better able to take immediate corrective action.
5. Employee involvement reduces labor / management friction by encouraging more effective communication &
co-operation.
6. Employee involvement increases the morale by creating a feeling of belonging to the organization.
7. Employees are better able to accept change because they control the work environment.
8. Employees have an increased commitment to unit goals because they are involved.
21. How should be the frontline employees of an organization?
The customers should not be dealt by the front line employees who do not possess adequate experience in
handling the customers. The organization should try to:
1. Hire the best
2. Develop the best employees as the best ones.
3. Motivate the professionals to stay and excel.
The frontline employees should possess a good personality .The organization should also understand that if its
employees are not happy, they will not treat the customers properly. The tendency of the customer is that he gets
frustrated even on small things. He gets infuriated if he is not given the due attention. It can not be denied that the front
line employees are able to gather a lot of information on customers
22. Narrate the steps to achieve employee satisfaction.
Know thyself
Know your employees
Establish a positive attitude
Share the goals
Monitor progress
Develop interesting work like job rotation , job enlargement and job enrichment.
Communicate effectively
Celebrate the success.
23. What is meant by Quality circle?
Quality Circle are the group of people from one work unit who voluntarily meet together on a regular basis to
identify, analyze and solve problems relating to quality and other problems in other areas. They choose their own
problems, discuss among themselves and try to arrive at a viable solution for implementation. These quality circles are
quite successful in Japan, though success of equal magnitude has not been able to be achieved in other countries.
24. What is Continuous improvement?
Continuous process improvement is the heart of TQM Process. It consists of measuring key quality parameters
and take active steps to improve them. TQM demands structured improvement programs in all these areas of business
administration, customer services, product quality and so on. The main aim of continuous process improvement is to
improve the levels of customer satisfaction and reducing the cost of attaining this. The Organization should strive to
achieve perfection and quality by continuously improving the production process and business.


25. What is 5 S Practice?
5-S (JAPANESE 5-S PRACTICE) is the key for Total Quality Environment. The 5-S Practice is a technique used
to establish and maintain quality environment in an organization.
The 5-S Stands for five Japanese words.
1. Seire (Organize)
2. Seiton (Put things in order)
3. Seiso (Clean up)
4. Seiketsu (Standarardise)
5. Shitsuke (Discipline)

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26. What is Seire?
SEIRE is a Japanese word which means Organize.
It is about separating the things which are necessary for the Job from those that are unnecessary and keeping the
number of necessary things as low as possible and at a convenient location. Differentiation should be made between
necessary and unnecessary things.
27. What is Seiton?
SEITON is a Japanese word which means to put things in order.
Things must be kept in order so that they are ready for use when needed. An American Mechanical Engineer
recalls that he used to spend so many hours for searching tools and parts, when he worked in U.S.A. Only after he joined
in a Japanese company, he saw how easily workers were able to find what they needed and he realized the value of Seiton
It is all about neatness. Neatness is a study of efficiency. It is a question of how quickly one can get the things needed and
how quickly one can put them away. Things should be put back where they belong.
28. What is Seiso?
SEISO is a Japanese word, which means Clean up.
Keep the workplace clean. Everyone in the organization from the managing director to the sweeper should
undertake this Job.
29. What is Seiketsu?
SEIKETSU is a Japanese word which means Standarardise.
Seiketsu means continually and repeatedly maintaining neatness and cleanliness in the organization. It claims both
personal cleanliness and the cleanliness of the environment. The emphasis is on visual management, transparency in
storage (put appropriate labels) and standardization.
30. What is Shitsuke?
Shitsuke is a Japanese word which means Discipline.
Discipline means instilling the ability of doing things the way they are supposed to be done. Discipline is a
process of repetition and practice. The emphasis in self-discipline is on creating a work force with good habits.
31. What is the logic behind 5-S Practice?
The logic behind the 5-S Practice is that organization, neatness, cleanliness, standardization and discipline at the
work place are the basic requirements for producing high quality products and services, with high productivity and no
wastage.

32. What is PDSA or Shewart Cycle?
The PDSA Cycle was first developed by Walter Shewart and then it was modified by Deming as PDCA Cycle..
PDSA stands for PLAN, DO, STUDY and ACT. Its a model used for testing ideas that may create an improvement.
It can be used to test ideas for improvement quickly and easily based on existing ideas, research, feedback, theory
audit etc or practical ideas that have been proven to work elsewhere.
It is a very effective improvement technique and it uses simple measurements to monitor the effect of changes
overtime.
It encourages starting with small changes, which can build in to larger improvements through successive quick
cycles of changes. The PDSA Cycle has been used for decades as an effective tool for continuous improvement. This
method is well established and validated and is particularly suited for small and dynamic organizations.


33. What do you mean by KAIZEN?
Kaizen is a Japanese word, which means small but continuous improvement. It means ongoing improvement
involving everyone including managers and workers.
In the Kaizen philosophy, improvement in all areas of business such as cost, meeting delivery schedules,
employee safety and skill development, supplier relations, new product development or productivity all enhances the
quality of the firm. Thus, any activity directed towards improvements falls under Kaizen Umbrella.
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Activities such as establishing traditional quality control systems , installing robotics and advanced technology,
instituting employee suggestion systems, maintaining equipment and implementing JIT Production systems all leads to
improvement (or) all can be reduced to one word namely KAIZEN.
34. What are the types of Quality problems ?
There are about five types of Quality problems. These problems can be classified in to
1. Compliance problem These problems arise because the existing system is not performing properly.
2. Unstructured problem - These problems arise because the existing system is not performing properly.
3. Efficiency problem - These problems arise because the existing system is not performing properly.
4. Process design problem These problem arises because of poor process design.
5. Product design problem These problem arises because of poor product design.
35. Define Capability Index
Capability Index is the ratio of tolerance to the capability. There are two measures.
One indicates the ability of process to meet the specifications.
Another indicates the centering of the process on the target.
36. Define Partnering
Partnering is a relationship between two or more parties based upon trust, dedication to common goals and
objectives and understanding of each participants expectations and values.
37. What are the benefits of Partnering?
The benefits of partnering are
Improved Quality
Increased efficiency
Lower cost
Increased opportunity for Innovation
Continuous improvement in products and services.
38. What are the approaches to be followed for continuous process improvement?
The following are the different approaches towards continuous process improvement.
Juran trilogy Juran approach on quality improvement is from cost oriented perspective.
Shewarts Plan Do Study Act (PDSA) Cycle
This approach is basically applying scientific methods for continuous improvement and quality.
5S for workplace organization to improve quality.
KAIZEN The Japanese approach to Quality improvement.

UNIT -III
1. What are the seven quality tools?
Cause-and-effect diagram ; Check sheet ; Control chart ; Histogram ; Pareto chart ; Scatter diagram; Stratification
2. What are Measures of Central Tendency? What are Measures of Dispersion?
Measures of central tendency are measures of the location of the middle or the center of a distribution. The definition of
"middle" or "center" is purposely left somewhat vague so that the term "central tendency" can refer to a wide variety of
measures. The mean is the most commonly used measure of central tendency.
3. Define Process Capability?
Process capability study is a statistical tool or technique, to assess the variation in the ability of the process during
the conversion of feed material.
It is defined as the quality performance capability of the process with given process factors and under normal, in
control condition. Based on the results of any process that are continuously measured, standard deviation is calculated by
taking the square root of its variance to calculate the indices of process capability namely CP and Cpk.
The need for process capability is to
i. Predict the extent to which the process will be able to hold tolerance or customer requirements.
ii. Choose, from among competing process, the most one for meeting the customer requirements.
iii. Redesign and implement a new process that eliminates the source of variability now at work.
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4. Define Mean, Median, and Mode with example?
The mean is the sum of all the scores divided by the number of scores. The formula in summation notation is: =
X/N where is the population mean and N is the number of scores.
Median: When there is an odd number of numbers, the median is simply the middle number. For example, the
median of 2, 4, and 7 is 4. When there is an even number of numbers, the median is the mean of the two middle numbers.
Thus, the median of the numbers 2, 4, 7, 12 is (4+7)/2 = 5.5.
Mode is the most frequently occurring score in a distribution and is used as a measure of central tendency. The
advantage of the mode as a measure of central tendency is that its meaning is obvious.
5. What are Key concepts of Six sigma?
Critical to quality: Attributes most important to the customer
Defect: Failing to deliver what the customer wants
Process capability: What your process can deliver
Variation: What the customer sees and feels
Design for six- sigma (DFSS): Designing to meet customer needs and process capability

6. What is Themes of Six sigma?
Themes of six sigma are as follows :
Genuine focus on the customer
Data and fact driven management
Process is where the action is
Proactive management
Boundary less collaboration
7. What are Six Sigma Methodologies?
Six Sigma methodologies are classified as two types which are improvement oriented namely DMAIC and DFSS.
DMAIC is Define Measure Analysis Improvement and Control. We use this methodology, when we have some
existing system.
DFSS is Design for Six Sigma. We use this system when the entire system is to be installed from the beginning.
8. Define six sigma problem solving method?
Define improvement opportunity with an emphasis on increasing customer satisfaction.
Measure determine process capability(cp/cpk) & dpmo(defect per million opportunities).
Analyze identify the vital few process input variable that affect key product output variable(finding the knobs)
Improve make changes to process setting, redesign process etc to reduce the number of defect of key output
variables.
Control implement process control plan, install real time process monitoring tools, standardize processes to
maintain levels.
9. What are the New Seven Management tools?
Affinity diagram ; Interrelationship digraph ; Tree diagram ; Prioritization matrix ; Matrix diagram ;
Process decision program ; Activity network diagram.
10. What is meant by FMEA?
FMEA is a systematic tool for identifying:
Effects or consequences of a potential product or process failure.
Methods to eliminate or reduce the chance of a failure occurring.
11. What are the different sampling techniques?
Simple random sampling
Cluster sampling
Stratified random sampling
Systematic sampling

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12. Define failure rate.
It is the probability of failure per unit of time of items in operation, sometimes estimated as a ration of the number
of failures to be accumulated operating time for the items.
13. Define benchmarking.
A benchmark is a point of reference against which other things are compared or measured.
Benchmarking is a systematic, scientific method adopted by the organization to measure its performance against
the best industry practice
14. Give the types of benchmarking.
Strategic benchmarking
Performance benchmarking
Process benchmarking
Functional benchmarking
Internal benchmarking
External benchmarking
International benchmarking
9. List the reasons to benchmark?
The essence of benchmarking is the process of borrowing ideas and adapting them to gain competitive advantage.
It is also needed to facilitate comparison with the best
It helps continuous quality improvement
10. List the steps in Benchmarking process
Planning
Analysis
Integration
Action
Maturity
11. List down the pillars of TQM.
Strategic quality planning
People and team work
Quality in daily work
Continuous improvement
12. List four stages of FMEA.
Specifying possibilities
Quantifying risk
Correcting high risk causes
Re-evaluation of risk
13. List Six Sigma implementation Levels.
Business level
Operation level
Process level
14. Give the key roles of Six Sigma .
Executive leadership
Champions
Master Black Belt
Black Belt
Green Belt
15. Benefits of Six sigma.
Improved customer satisfaction
Generates sustained success
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Increased productivity
Reduction in total defects
Less wastage of materials
Upto 50% process cost reduction

UNIT - IV
1. What is meant by QFD?
Quality Function Deployment is a planning tool used to fulfill customer expectations. It is a disciplined approach
to product design, engineering, and production and provides in-depth evaluation of a product
2. What are the benefits of QFD?
Customer driven
Reduces implementation time
Promote team work
Provides documentation
3. Define the quality circle.
A quality circle is a volunteer group composed of workers usually under the leadership of their supervisor, who
are trained to identify, analyze and solve work-related problems and present their solutions to management in order to
improve the performance of the organization, and motivate and enrich the work of employees
4. List the structure of quality circle
Members
Leaders
Facilitators or coordinators
Management
5. List the operations of Quality circle.
Training initial or refresher
Problem identification
Problem analysis
Preparation and recommendation for problem solution
Management presentations
Quality circle administration
6. Benefit of quality circle
Team work
Positive attitude
Personality advancement
Positive working environment
Increased productivity
7. Write about House of quality.
The primary planning tool in QFD is the House of Quality. House of Quality is a set of matrix used to translate
the voice of the customers into technical design requirement that meet specific target values and characteristics of the final
product. Because of its structure, it is referred to as the House of Quality.
8. What are the six steps to build House of Quality?
Listing customer requirement
Developing relationship matrix: between WHATs and HOWs
Competitive Assessments
Developing Prioritized customer requirement
Developing prioritized technical characteristics
9. What are the parts of house of quality?
Customer requirements
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Prioritized customer requirements
Technical descriptors
Prioritized technical descriptors
Relationship between requirements and descriptors
Interrelationship between technical descriptors
10. What is meant by Taguchi Quality loss function?
The costs of quality would vary with the products deviation on either side of the mean. The squared-error loss
function has been in use but Taguchi modified the function to represent total losses.
11. Give three characteristics used to define the quality loss function.
Nominalthe-Best Characteristic
Smaller-the-Better Characteristic
Larger-the-Better Characteristic
12. Use of Taguchi quality loss function.
To improve the quality
To get the market retention
13. What is TPM?
Total Productive Maintenance (TPM) is a maintenance program which involves a newly defined concept for
maintaining plants and equipment. The goal of the TPM program is to markedly increase production while, at the same
time, increasing employee morale and job satisfaction
14. What is meant by Smaller-the- Better?
Smaller-the-Better characteristic, the ideal target value is defined as zero. An example of this characteristic is
minimization of heat losses in a heat exchanger. Minimizing this characteristic as much as possible would produce a more
desirable product
15. Define nominal upper and lower boundaries
For a nominal characteristic, there is a defined target value for the product which has to be achieved. There is a
specified upper and lower limit, with the target specification being the middle point. Quality is in this case is defined in
terms of deviation from the target value. An example of this characteristic is the thickness of a windshield in a car.
16. What is TPM?
Total Productive Maintenance (TPM) is a maintenance program which involves a newly defined concept for
maintaining plants and equipment. The goal of the TPM program is to markedly increase production while, at the same
time, increasing employee morale and job satisfaction
17. What is meant by predictive maintenance and preventive maintenance?
Predictive maintenance is the process of using data and statistical tool to determine when a piece of equipment
will fail.
Preventive maintenance is the process of periodically performing activities such as lubrication on the equipment
to keep it running.
18. Name different loss measurements in TPM?
Down time losses Planned Unplanned
Reduced Speed Losses
Poor Quality Losses
19. Name is meant by Availability?
Down time losses are measured by equipment availability (A) using the equation,
Availability A=(T/P)*100
Where T= Operation time (P-D)
P=Planned operation time
D= Down time



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20. Define Quality cost.
Quality cost is defined as those costs associated with the non achievement of product or service quality as defined
by the requirements established by the organization and its contracts with customers and society. Simply stated quality
cost is the cost of poor products or services. Quality cost is equated with the cost of attaining quality; it is also equated
with the extra cost incurred due to poor quality.

21. What are the types of quality cost?
Various types of costs associated with Quality are
Prevention cost
Appraisal cost
Internal Failure cost and
External Failure cost
22. What is total quality cost?
Total Quality cost is the summation of all Quality cost
Total Quality cost = [Prevention cost +Appraisal cost +Internal failure cost +External failure cost]
23. Write some effects of failure.
Noise
Vibration
Erratic operation
poor performance
Lack of stability.
24. What is meant by performance efficiency?
Reduced speed losses are measured by tracking performance efficiency using the equation,
Performance efficiency E=(C*N/T)*100
Where C=Cycle time
N= Number of units produced.
25. What are the goals of TPM?
The overall goals of total productive maintenance, which is an extension of TQM are
Maintaining and improving equipment capacity
Maintaining equipment for life
Using support from all areas of the operation
Encouraging input from all employees
Using teams for continuous improvement

UNIT V
1. What are the general requirements of quality management system? (Dec, 2011)
The organization shall establish, document, implement and maintain a quality management system and
continually improve its effectiveness in accordance with the requirements of this international standard.
The organization shall:
Determine the processes needed for the quality management system and their application throughout the
organization
Determine the sequence and interaction of these processes,
Determine criteria and methods needed to ensure that both the operation and control of these processes are
effective,
Ensure the availability of resources and information necessary to support the operation and monitoring of these
processes,
Monitor, measure (where applicable), and analyse these processes, and
Implement actions necessary to achieve planned results and continual improvement of these processes.

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2. Draw the documentation pyramid. (Dec, 2011)

3. What are ISO 9000 quality standards?
ISO 9000 are a set of quality standards aimed at promoting the growth of international trade by facilitating
harmonious interactions between suppliers and customers located in diverse locations globally. It is a quality management
system [QMS] to ensure quality of products and services.

4. Define Quality Management Systems?
Quality management systems are the organizational structures, responsibilities, processes, procedures, and
resources used for implementing quality.
5. Give any five elements of ISO 9000.
Management responsibility,
Quality system,
Contract review,
Design control,
Document control,
Purchasing,
Purchaser supplied product,
Product identification and traceability,
Process control,
Inspection & testing
6. What are the different types of documents found in ISO 9000?
Quality Policy Manual (What? Why?)
Quality System Procedures (Who? When? Where?)
Work Instructions (How?)
Records, formats, forms (Evidence)
7. What are the eight quality principles underlying ISO 9000: 2000?
Customer focus,
Leadership,
Involvement of people,
Process approach,
System approach to management,
Continuous improvement,
Decisions based on facts, and
Mutually beneficial supplier relationships.
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8. Define quality system audit.
Quality system audits is a systematic, independent examination to determine whether quality activities and results
comply with planned arrangements, whether these arrangements are implemented effectively, and whether these are
suitable to achieve objectives.
9. What are the different types of audit?
First party audit (internal), Second party audit (by customer), and Third party audit (by independent agency).
Another classification: System audit, Process audit, Product audit, Adequacy audit, and Compliance audit.
10. What are the different stages in conducting quality audit?
Audit planning schedules, personnel, notifications, checklist.
Performance opening meetings, audit process, noting of non-conformities.
Reporting Observations, suggestions for corrective action
Follow-up implementation of corrective action.
11. What are the quality function needs served by the computer?
Data collection,
Data analysis and reporting,
Statistical analysis,
Process control,
Test and inspection
System design
12. What are the documentation requirements of quality management systems?
The quality management system documentation shall include
Documented statements of a quality policy and quality objectives,
A quality manual
Documented procedures and records required by this International Standard, and
Documents, including records, determined by the organization to be necessary to ensure the effective planning,
operation and control of its processes.
13. What is quality manual?
The organization shall establish and maintain a quality manual that includes
The scope of the quality management system, including details of and justification for any exclusions
The documented procedures established for the quality management system, or reference to them, and
A description of the interaction between the processes of the quality management system.
14. Explain the managements responsibility for iso.
Top management shall provide evidence of its commitment to the development and implementation of the
Quality management system and continually improving its effectiveness by
Communicating to the organization the importance of meeting customer as well as statutory and regulatory
requirements,
Establishing the quality policy,
Ensuring that quality objectives are established,
Conducting management reviews, and
Ensuring the availability of resources.
15. What is the need for ISO standards?
ISO 9000 is needed to unify the quality terms and definitions used by industrialized nations and use terms to
demonstrate a suppliers capability of controlling its processes.
16. What is third party audit? (Dec, 2010)
The third party certification audit is carried out much in the same way as first party and second party quality
system assessments and audits. However, the big difference is that an independent accredited auditing body carries out the
assessment and audit, as opposed to carrying it out by the organization themselves. Also note that the organization going
for third party audits are responsible for the payment of the third party audit process.
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17. Give the objectives of internal audit.
Determine the actual performance conforms to the documented qualitysystems.
Initiate corrective action activities in response to deficiencies.
Follow up on noncompliance items of previous audits.
Provide continued improvement in the system through feedback to management.
18. What is Environment Management Systems Standards?
An EMS meeting the requirements of ISO 14001:2004 is a management tool enabling an organization of any size
or type to:
Identify and control the environmental impact of its activities, products or services, and to
Improve its environmental performance continually, and to
Implement a systematic approach to setting environmental objectives and targets, to achieving these and to
demonstrating that they have been achieved.
19. What are the benefits of ISO 14001?
Facilitate trade and remove trade barriers
Improve environmental performance of planet earth
Build consensus that there is a need for environment management and a common terminology for EMS.
20. What are the requirements of ISO 14001?
General requirements
Environmental policy
Planning
Implementation and operation
Checking and corrective action
Management review
21. What are the four elements for the planning of ISO 1400?
Environmental aspects
Legal and other requirement
Objectives and targets
Environmental management programs
22. What is ISO 9000:2000?
The ISO 9000 series of standards is set of formal standards framed by technical committee ISO/TC 176 on quality
assurance and stimulated by the international organization for standardization for product and service.
ISO 9000 series consists of ISO 9000, 9001, 9004.
9000 Quality Management System fundamental and vocabulary
9001 Quality Management System Requirement
9004 - Quality Management System guidelines for performance

16 MARKS WITH KEY
UNIT I INTRODUCTION
1. Explain the Dimensions of product or Manufacturing quality. (NOV/DEC 2011)
Dimensions of quality
Quality has different dimensions. These dimensions are somewhat independent and therefore, a product can be excellent
in one dimension and average or poor in another.
Dimensions of product quality with explanation:
1. Performance 2. Features 3. Usability 4. Conformance
5. Reliability 6. Durability 7. Maintainability/Serviceability 8. Efficiency
9. Aesthetics 10. Reputation 11. Safety
2. Explain the Dimensions of service quality. (NOV/DEC 2011)
Dimensions of service quality:
1. Time 2. Timeliness 3. Completeness 4. Consistency 5. Accessibility/Convenience
6. Accuracy 7. Responsiveness 8. Courtesy 9. Competency/Expertise
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3. Explain the evolution of TQM.
Historical Review Of TQM Explanation
4. Write basic concepts of TQM? (NOV/DEC 2011)
Basic concepts/Principles of TQM Explanation
5. Explain the contributions of Deming to TQM. (NOV/DEC 2011)
Demings 14 points for Management Explanation
6. Explain the contributions of Juran to TQM.
Biographical
Contributions of Juran Explanation:
7. Explain the contributions of Crossby to TQM.
Biographical
Contributions of Crossby Explanation
8. Explain the TQM framework.
Basic concepts/principles of TQM:
Cause-and-effect cycle of TQM:
Stages in the evolution of quality:
Benefits of quality systems:
9. State and explain the barriers to TQM implementation in an organization. (NOV/DEC 2011)
How TQM in Implemented in Organization
List the barriers and explain

UNIT-II TQM PRINCIPLES
1. Explain the different types of Teams. (Dec 2011)
Definition
Characteristics of successful teams
Stages of team development
Barriers to team progress & Types
2. Explain all the elements in 5S principle and also the implantation procedure of 5S in a manufacturing
company. (Dec 2011)
Principle & Objectives of 5S
Factors in implementing 5s
Benefits in implementing 5s
List Types and explanation of 5S
3. Write about the system of recognition a reward followed in an organization. (Dec 2011)
Recognition
Reward
Intrinsic vs Extrinsic rewards
Steve smiths twenty different ways to recognize the employee
4. Explain leadership
Characteristics of quality leaders
Leadership roles
Role of senior management
5) Explain strategic planning
Definition
Strategic planning cycle with Diagram
6) Explain Quality statements
Vision statement:
Mission statement
Quality policy statement
7) Write short notes on: i) customer perception of quality and ii) Customer complaints (Dec 2010)
Customer Perception of Quality
Customer Complaints
o Customer feedback or customer complaint is required
o Tools used for collecting customer complaints
o Steps to solve customer complaints
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8) List the five levels in Maslows Hierarchy of needs and describe in detail each level.
Maslows Hierarchy of Needs:
Level 1
Level 2
Level 3
Level 4
Level 5
9) What are the characteristics of empowered employee? And also discuss the benefits of empowered environment.
List Characteristics of empowered employees and explain
10) Explain customer satisfaction model.
The customers are
Types of customers
Customer supply chain
With necessary diagram
11) Explain in detail the concept of Employee involvement.
ASPECTS OF EMPLOYEE INVOLVEMENT
1. Employee motivation, 2.Employee Empowerment, 3.Teams and Team work, 4.Recognition and Reward
Schemes, 5. Performance Appraisal
The various levels of employee involvement
Level Action Primary outcome
1. Information sharing Managers decide, then inform employees Conformance
2. Dialogue Managers get employee input, then decide Acceptance
3. Special problem
solving
Managers assign a one-time problem to selected
employees
Contribution
4. Intra-group problem
solving
Intact groups meet weekly to solve local
problems
Commitment
5. Inter-group problem
solving
Cross-functional groups meet to solve mutual
problems
Cooperation
6.Focused problem
solving
Intact groups extend daily involvement in a
specific issue
Concentration
7.Limited self-direction Team functions with minimum supervision Accountability
8. Total self-direction Executives facilitate self-management Ownership

12) Write short note on: Supplier partnership, Partnering, supplier selection, supplier rating.
Supplier partnership, Partnering
o Principles of customer / supplier relation
o Supplier partnering
o Benefits of supplier partnering
o Japanese review of partnering
supplier selection
o Supplier sourcing
o Basis of supplier selection
o Stage in supplier selection & evaluation
supplier rating
o Objectives of supplier rating
o Example supplier scorecard
o Three basic factors for successful supplier rating system
13) Explain about Performance appraisal. (NOV/DEC 2011)
Performance appraisal.
Appraisal formats
Appraisal process
BENEFITS OF PERFORMANCE APPRAISAL
14) What are the steps involved in continuous improvement process. (Dec 2011)
Definition
Input / output process model
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Basic ways to improve process
Juran trilogy
Juran trilogy diagram
Quality planning
Quality improvement
Steps in Continuous Improvement Strategy:
15) Explain about PDSA CYCLE
PDSA cycle diagram and explanation
Benefits of PDSA cycle

UNIT III TQM TOOLS & TECHNIQUES I
1. Explain the seven traditional tools of quality.
Pareto chart:
Flowchart:
Cause-and-Effect Diagrams
o Constructing the Cause-and-Effect Diagram:
Check Sheets
o Purpose
o Data Collection
Histograms
o Purpose
o Histograms
o Constructing a Histogram
o Conclusion
Scatter Diagrams
o Purpose
o Scatter Diagrams
o Interpreting the Results:
o Conclusion:
Control Charts
o Purpose
o Control charts
2. Explain the New management tools (NOV/DEC 2013)
Affinity diagram
Interrelations diagram
Tree diagram
Matrix diagram
Matrix data analysis
Arrow diagram
Process decision program chart (PDPC)
3. What is six sigma? Explain briefly the concept of Six Sigma. (NOV/DEC 2011)
Definition
Why do we need six sigma?
Six Sigma concepts:
Six Sigma as a Metric
Six Sigma as a Methodology
DMAIC
4. Explain about Benchmarking (NOV/DEC 2011)
Benchmarking
Advantages of benchmarking
The Benchmarking process
Types of Benchmarking
Implementation in manufacturing


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5. Explain the FAILURE MODE AND EFFECT ANALYSIS (FMEA).
Definition
Objectives of FEMA:
Types of FEMA:
o System FEMA
o Design FEMA
o Process FEMA
o Service FEMA
o Equipment FEMA
o Maintenance FEMA
Concept FEMA
Benefits of FEMA:
6. Explain about STAGES OF FEMA.
The FEMA methodology has four stages
Stage1: specifying possibilities
o Functions
o Possible failure modes
o Root causes
o Effects
o Detection/prevention
Stage 2: quantifying Risk
o probability of cause
o severity of effect
o effectiveness of control to prevent cause
o Risk priority number
Stage3: correcting High risk causes
o prioritizing work
o detailing action
o assigning action responsibility
o check points on completion
Stage4: re-evaluation of risk
o Recalculation of risk priority number
The design of FEMA document:
The process of FEMA and documentation

UNIT-IV TQM TOOLS & TECHNIQUES II
1. Explain about TAGUCHIS QUALITY LOSS FUNCTION. (MAY/JUNE 2009), (NOV/DEC 2011)
Genichi Taguchi's Quality Loss Function
Quality through Robust Design Methodology
Loss Function
2. Discuss Objectives of Quality Function Deployment and Highlight the benefits of QFD. (Apr /May 2010)
QFD definition and explanation
Objectives of QFD Benefits of QFD

3. Briefly explain the steps involved in QFD (NOV/DEC 2010)
Quality Function Development Process:
Phase 1: product planning
Phase 2: part development
Phase 3: process planning
Phase 4: production planning
4. Explain each section of the basic structures of house of quality. (APR/MAY 2010)
House of quality:
Basic structure of house of quality:
Develop a relationship matrix between WHATS AND HOWS
Constructing the house of quality:
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5. Give detailed notes about quality circle.
Definition Quality circle
Working with quality circle
Essential requirement for the success of quality circle
Objectives of quality circle process
Major benefits of quality circle
6. Explain the seven step plan to establish the TPM in an organization in detail. (NOV/DEC 2011)

UNIT-V QUALITY SYSTEMS
1. Explain the elements of ISO 9000 standards.
2. Discuss about implementation of ISO 9000
3. Explain documentation in quality standard.
4. Explain Quality Audits in detail. (Dec, 2011)
5. Explain ISO 14000 environmental standards.
6. Explain the benefits of ISO 9000.
7. Explain the benefits of EMS. (Dec, 2011)

UNIVERSITY QUESTION PAPER
November / December 2012
PART A (10 x 2 = 20)
1. List out the six basic concept of total quality management.
2. What are four absolutes of quality observed by Crosby?
3. State the importance of customer retention.
4. What is kaizen?
5. What are the benefits of bench marking?
6. Describe the evolution of six in Motorolo Company.
7. Draw the general structure of house of quality.
8. What is taguchi quality loss function?
9. List out the global benefits of adopting ISO 9000 quality System.
10. Differentiate between ISO 9000 and QS 9000.

PART B (5 x 16 = 80)

11. a. i. Elaborate the Demings philosophy over the quality and productivity improvement. (10)
(ii) Describe the barriers in the implementation of TQM. (6)
OR
b. Consider anyone service organization of your choice and explain the various dimension of quality of service.
(16)
12. a. i. explains the PDCA improvement cycle in detail. (10)
ii. Brief on employee empowerment. (6)
OR
b. What is a team? and explain the functions and characteristics of a successful team. (16)
13. a. Discuss the new seven tools in detail with their typical application. (16)
OR
b. Discuss the reason of benchmarking and state the advantage and limitations. (16)
14. a. i. What are the goals of TPM and explain the six losses in TOM? (10)
ii. Explain the components of quality costs. (6)
OR
b. Write short note on
i. QFD (8)
ii. Quality circle (4)
ii. Typical performance measures of TQM (4)
15. a. i. Discuss the elements of ISO 9000:2000 quality system. (10)
ii. What are the gams realized by a company with the TQM implementation. (6)
OR
b. What methodology would you suggest to implement TQM in an automobile manufacturing company?
(16)
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MAY / JUNE 2012
PART A (10 x 2 = 20)
1. What are the various factors which constitutes the framework of TQM?
2. Define the tools required to implement kaizen in a manufacturing system.
3. How are customer needs and requirement documented
4. What are the benefits of 5s?
5. What are all thedenefits of TPM?
6. What are all the problems involved in benchmarking a direct completion?
7. What does DMAIC convey in 6sigma?
8. What is meant by house of quality?
9. Define the term quality loss function
10. List out the main elements of ISO 14000.

PART B (5 x 16 = 80)
11.a. Discuss jurans principle of quality improvements. (16)
OR
b. Explain demings 14 philosophy for quality improvement (16)
12.a.i. Give an example of win win strategy and win loss strategy in day to day life
ii. Design a customer satisfaction questionnaire to evaluate the level of customer satisfaction in the following industries
1. A mobile service provider
2. A sports shoe manufacturer
OR
b.i. Discuss how quality council is structured in
1. University academic department
2. Manufacturing facility
ii. Distinguish between external and internal customers
13. a. i. Perform a FMEA to anticipate various problems faced and methods to eliminate the proves of getting up from bed
in morning and going to school.
ii. Describe how simultaneous or concurrent design is better over sequential design in quarantying quality ti the end users
OR
b. i. With an example illustrate how benchmarking can help a system to improve both efficiency and effectiveness of a
system.
ii. With example explain the concept of six sigma
14. a. Device a QFD methodology for design and development of cups used in vending machine for dispersing hot and
cold beverages
OR
b. i. Discuss the benefits of QFD (8)
ii. For an out of round condition (smaller the better) of a steel shaft, the true indicator readings for eight shafts are 0.05,
0.04, 0.04, 0.03, 0.04, 0.02, 0.04 and 0.03 mm (8)
1. If average loss at 0.03 is Rs 15, what is the loss function
2. What is the loss at 0.05
3. What is the average quality cost.
15. a. i. Discuss the need of standardized procedure for quality assurance, explain the requirement of ISO
documentation (10)
ii. Explain the term quality cost. (6)
OR
b. i. Differentiate between external and internal audits on quality (6)
ii. Differentiate between ISO 9000 and QS 14000. List the benefits that a firm would enjoy by implementing this series of
quality documentation procedures (10)