Total Quality Management-2

Question 1: What do understand by Total Quality Management, What are the requirements to implement TQM approach in an organization?

Question 2: Explain, Philip B Crosby’s contribution in the field of quality management. How his ideas similar and different from ideas of Deming?

Question 3: With the help of a practical example, how you will use control chart, also explain the guidelines you will follow to analyse and interpret the results?

Question 4: What is benchmarking, what are the steps you will follow to implement benchmarking in an organization?

Question 5: Explain the role and importance of employees in implementing TQM in an organization, what measure organization should take to deliver a certain level of satisfaction to them?

Question 6: With the example each, explain the seven basic tools of quality management?

Question 7: You are working as a general manager of an organization, explain the various steps you have for getting your org certified for ISO 9000:2008 or ISO 9000:2008?

Question 8: What do you understand by the term ‘work system’ “do u think improvement of work system will eventually lead to implementation of TQM, justify your answer?

Case Study
A manufacturing plant make wind mill assemblies and can produce 50 units in a month in two periods of 15 days each following is the data for number of defects arising per mouth.

Question 1: Which control chart should be used for the above data and why?
Question 2: Make the appropriate control chart on a graph paper?
Question 3: Interpret the chart and give your recommendation. Whether the process is in control or not?

MCQ

Q1: ___are the areas that will be covered by the organization’s processes
a. process areas
b. product Areas
c. private areas
d. preset areas

Q2: TQM stands for ___
a. Total Quality Management
b. Total Quantity Management
c. Total Qualitative Management
d. To question management

Q3: “Quality is defined by the customer” is
a. An unrealistic definition of quality
b. A user-based definition of quality
c. A manufacturing-based definition of quality
d. A product-based definition of quality

Q4: “Poka-yoke” is the Japanese term for …..
a. Card
b. Foolproof
c. Continuous improvement
d. Fishbone diagram

Q5: ___ are the charts that identify potential causes for particular quality problems.
a. Control Chart
b. Flow chart
c. Cause and Effect Diagram
d. Pareto chart

Q6: ___is not a process tools for TQM systems
a. process flow analysis
b. histograms
c. plier
d. control charts

Q7: ___is about supplying customers with what they want when they want it.
a. JUT
b. HET
c. JAT
d. JIT

Q8: A fishbone diagram is also known as a ___.
a. cause-and-effect diagram
b. poka-yoke diagram
c. Kaizen diagram
d. Taguchi diagram

Q9: A maturity model can be used as a benchmark for comparison and as an aid to understanding
a. TRUE
b. FALSE
c. depends
d. can’t say

Q10: According to Deming most of the problems are related to systems and it is the responsibility of the management to improve the systems
a. correct
b. correct to some extent
c. correct to great extent
d. Taguchi

Q11: After E. deming, who is considered to have the greatest impact in quality management?
a. Kauro Ishikawa
b. Joseph M. Juran
c. W.E. Deming
d. Genichi Tagucchi

Q12: All of the following costs are likely to decrease as a result of better quality except___
a. customer dissatisfaction costs
b. inspection costs
c. maintenance costs
d. warranty and service cost

Q13: Assured quality is necessary for building customer confidence.
a. correct
b. correct to some extent
c. correct to great extent
d. incorrect

Q14: At the time of making a purchase agreement with a vendor, what is important to mention about inspection?
a. the characteristics of the product that are to be inspected
b. the tolerances that would be allowed
c. the reputation of the vendor
d. a & b both

Q15: Based on his 14 Points, Deming is a strong proponent of___
a. inspection at the end of the production process
b. an increase in numerical quotas to boost productivity
c. looking for the cheapest supplier
d. training and knowledge

Q16: Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the___
a. Taguchi Loss Function
b. Pareto Chart
c. ISO 9000 Quality Cost Calculator
d. Process Chart

Q17: Customers are primarily concerned with___
a. Communication, courtesy, and credibility of the sales person
b. Competence, courtesy, and security of the sales person
c. Competence, responsiveness, and reliability of the sales person
d. Communication, responsiveness, and cleverness of the sales person

Q18: Deming’s 4 step cycle for improvement is___
a. plan, do, check, act
b. schedule, do, act, check
c. do, act, check, monitor
d. plan, control, act, sustain

Q19: DMAIC is………
a. develop, multiply, analyze, improve, check
b. define, muliply, analyze, improve, control
c. define, measure, analyze, improve, control
d. define, manufacture, analyze, improve, control

Q20: elements of quality management system are ….
a. organizational structure
b. responsibilities
c. procedures
d. all the three

Q21: establishing measurements based on customer needs for optimizing product design is known as___
a. Quality planning
b. quality improvement
c. quality control
d. Quality planning

Q22: ___are used in six sigma
a. black belt
b. green belt
c. both black belt and green belt
d. none of the Above

Q23: fourteen points framework for quality and productivity improvement was suggested by___
a. Crosby
b. Ishikawa
c. Deming
d. Juran

Q24: Identify the cost not likely to reduce as a result of better quality.
a. Maintenance costs
b. Inspection costs
c. Scrap costs
d. Warranty and service costs

Q25: In Six Sigma, a ___is defined as any process output that does not meet customer specifications
a. error
b. cost
c. quality
d. defect

Q26: Inspection is part of the___
a. quality control
b. Quality Planning
c. Quality improvement
d. Quality circle

Q27: Inspection, scrap, and repair are examples of___
a. internal costs
b. external costs
c. costs of dissatisfaction
d. societal costs

Q28: Juran’s Quality trilogy emphasizes the roles of quality planning, quality control and___
a. Quality Definition
b. Quality enhancement
c. Quality improvement
d. quality maintenanc

Q29: Kaizen is a___process, the purpose of which goes beyond simple productivity improvement.
a. weekly
b. daily
c. monthly
d. annual

Q30: Kaizen is a Japanese term meaning___
a. continuous improvement
b. Just-in-time (JIT)
c. a fishbone diagram
d. setting standards

Q31: Plan-do-study-act cycle is a procedure to___
a. Overall improvement
b. Continuous improvement
c. Permanent improvement
d. Immediate improvement

Q32: Processes that operate with “six sigma quality” over the short term are assumed to produce long-term defect levels below ___.defects per million opportunities (DPMO).
a. 2
b. 2.4
c. 3
d. 3.4

Q33: Production issues should be addressed early
a. correct
b. correct to some extent
c. correct to great extent
d. incorrect

Q34: QFD stands for___.
a. Quantity for deployment
b. Quality for deployment
c. Quality function deployment
d. Quality for decision

Q35: Quality Circles members are ___
a. Paid according to their contribution to quality
b. External consultants designed to provide training in the use of Quality tools
c. Always machine operators
d. None of the three.

Q36: Quality circles work best if employees are initially trained in___
a. Group dynamics
b. Motivation principles
c. Communications
d. All of the three

Q37: quality management includes forming and directing a team of people to achieve a qualitative goal within an effective cost and time frame that results in___
a. a project completed in shortest possible time.
b. a product or service that conforms to the required specifications.
c. an award-winning product that brings public recognition to the project
d. an innovative project that establishes qualification of the project team

Q38: Quality practices must be carried out___
a. at the start of the project
b. throuout the life of the project
c. at the end of the project
d. no neeed to carry out quality practices

Q39: Quality Trilogy includes
a. Quality planning
b. quality improvement
c. quality control
d. All the three

Q40: Reliability is the degree to which a unit of equipment performs its intended function under___for___of time
a. specified conditions; specified period
b. any condition; specified period
c. specified conditions; all periods
d. any condition; any period