B.E./B.Tech. DEGREE EXAMINATION, MAY/JUNE 2007.

Eighth Semester Civil Engineering GE 406 'TOTAL QUALITY MANAGEMENT (Common to all branches) Time : Three hours Maximum 100 marks ` Answer ALL questions. PART A (10 >< 2 = 20 marks) 1. What are the activities of quality planning? 2. What is the philosophy behind l\/Ianagement by Wandering Around (MBWA)? 3.What are the important factors that influence purchase? 4.Is cleanliness the only benefit of implementing 5 S practices? 5. W hat is the purpose of Pareto Diagrams? 6. How are the measures of central tendency used in quality analysis? 7. What are the reasons for benchmarking? 8. What are the losses reduced by TPM? 9. What is the purpose of ISO 9000 quality system? 10. How does the conceptual approach to ISO 14001 differ from ISO 9001? PART B (5 X16 : 80 marks) 11. (a) (i) 'What are the dimensions of quality? Discuss eight of them. (8) (ii) What are the duties of quality council? (8) ' Or (b) (i). What are the steps in strategic planning? l (8) (ii) What are the barriers to TQM., implementation? How are they eliminated?(8) 12. (a) (i) What is the concernlof most consumer? Is it price of the product or service? Explain in detail.(4) (ii) _ What are the different ways of receiving customer feedback? How are the f eedback used? (12) or (b)(i) What are the types of teams formed in industries? Discuss the functions o f any four of them(8) (ii) How is PDSA cycle used? Discuss with a case study. (8) 13. (a) (i) Draw cause and effect diagramfor an engineering problem. A (8) . (ii) What are the interpretations of different shapes of histograms? (8) . ` (b) (i) An industrial product was subjected to inspection with a batch size of 5 -00 for ten consecutive days- The number of defective pieces found are 33, 42, 4 4, 56, 60, 43, 55, 42, 28.and 70. Draw a p-chart and discuss. (12) (ii) How is Process Decision Program Chart (.PDI?C). used? Give an example. (4) 14. (a) Draw the house of quality for an industrial product. Explain various 4 stages. . (16) (b) How is FMEA performed? Discuss with an example; Drawthe table and give detai ls. (16) 15. (a) (What are the steps in the implementation of ISO 9000 quality system. Di scuss in detail. A (16) (b) (i) Discuss the environmental managementlsystem model with a block diagram.( 10) (ii) What are the global benefits eof environmental management system? Discuss-i n detail.(6)

B.E/B.Tech. Degree Examination, November/December 2007

Seventh Semester (Regulation 2004) Computer Science and Engineering MG 1401 - Total Quality Management Part-A(10*2=20 marks) 1. Write the equation that would quantify quality. 2. What is meant by vision statement ? Write a sample one-sentence vision statement. 3. Draw the figure to depict customer satisfaction model. 4. Expand 5S. 5. In a foundry, the castings manufactured are inspected with respect to the four defects namely, blow holes,core shift,honey combing and hot tear design. Design a check sheet to gather data on the total number of castings found defectives due to the respective above defects. 6. A spindle with specifications 20+0.05mm or 20-0.05mm was machined in a lathe. The standard deviation of the spindle machined was found to be 0.25mm. Compute the capability index. State whether the machining process in the lathe is capable of meeting the specifications. 7. Indicate any two strengths and weaknesses of benchmarking technique. 8. If the specificatins are 10+2 or 10-2 for a particular quality characteristic and the average repair cost is Rs.200, Determine the loss at y=11. 9. Draw the model of process based quality management system given in IS) 9001:2000. 10.Differentiate TS 16949 and ISO 14001 standards. Part-B(5*16=80 marks) 11. (a) (i) Indicate the dimensions of quality with examples. [8] (ii)Enumerate the duties of quality council. [8] (OR) (b) Enumerate Deming's 14 points of management. [16]

12. (a) (i) Enumerate any eight actions that an organizations shall take to handle complaints. [8] (ii)Describe briefly any eight concepts to achieve a motivated workforce in an organization. [8]

(OR) (b) (i) Indicate any two items that can be measured under the following titles in an organization: (1) Human resources (2) Customers (3) Production (4) Research and Development [8] (ii)Describe briefly any eight criteria that need to be considered while developing performance measures in organizations. [8]

13. (a) Following table contains the data on the weight of a plastic component in grams. This component is manufactured using a plastic injection molding process. Mean and range charts are required to be established for this process. Determine the trial central line and control limits. Draw the mean and range charts and plot the values. State whether the process is under statistical control. If not, assume that the deviation occurred due to assignable causes which are rectified now.Revise the central line and control limits. Draw the revised mean and range charts and plot the values. State whether the process is now under statistical control. [16] Sample Measurements Number X1 X2 X3 x4 1 6.35 6.40 6.32 6.37 2 6.46 6.37 6.36 6.41 3 6.34 6.40 6.34 6.36 4 6.69 6.64 6.68 6.59 5 6.38 6.34 6.44 6.40 6 6.41 6.40 6.29 6.34 7 6.38 6.44 6.28 6.58 8 6.35 6.41 6.37 6.38 9 6.56 6.55 6.45 6.48 10 6.38 6.40 6.45 6.37 (OR) (b) Describe the characteristics and applications of the following four new seven management tools (i) Affinity Diagram (ii) Interrelationship diagraph (iii)Matrix Diagram (iv) Process Decision Program Chart [16]

14. (a) (i) Draw the general structure of 'House of Quality' and indicate the constituents in it. [8] (ii)Explain briefly the QFD process. [8] (OR)

(b) (i) What are the six major loss areas that are measured,tracked and measured in a TPM program ? Indicate the method of measuring any two of these major lossses. [8] (ii)List the four stages of FMEA and indicate the activities carried out under each stage. [8]

15. (a) Consider a company involved in testing the strengths of components. Currently 50 engineers are working in the company. Explain briefly the steps that the company should take to implement ISO 9001:2000 based quality system and obtain the certificate from a certifying agency. [16] (OR) (b) (i) With the aid of a pyramidal diagram, describe the documentation hierarchy stipulated in ISO 14001 standard. [8] (ii)Enumerate any eight key organization benefits achievable on implementing ISO 14001 based system. [8]

Total Quality Management(2007) Posted by tinilarun at 12:50 AM Labels: total quality management PART A-(10*2=20 marks) 1. Define quality as per Ed. Deming. 2. What do you understand by quality statement? 3. Explain : Empowerment. 4. Explain : Supplier Selection. 5. List out various measurements of dispersion in SPC. 6. Explain the rules to be followed in sample selection. 7. List down the pillars of TPM. 8. Explain : Taguchi Quality Loss Function. 9. Explain about NCR. 10. Explain the need for quality systems in an organization. PART B-(5*16=80) 11. (a) (i) list out barriers of TPM implementation (ii) Discuss about the analysis techniques for the quality cost. (OR) (b) (i) Explain the principles of TQM. (ii) explain about the strategic planning. 12. (a) Explain the following: (i) 5S (ii) Kaizen (iii) Supplier rating and relationship development. (OR) (b) Discuss about moslow s need hierarchy theory and herzberg s two factor theory fo r

motivation. 13. (a) Explain in detail: (i) Process capability (ii) Six sigma (OR) (b) Discuss the need, construction and applications of control charts for variab les. 14. (a) Discuss the objectives, process , outcome and benefits of FMEA. (OR) (b) Explain about the following: (i) QFD process (ii) Benchmarking process. 15. (a) (i) Explain about quality system auditing. (ii) Discuss the implementation of ISO 9000 :2000 quality systems. (OR) (b) (i) Explain about the documentation process in ISO 9000:2000 system. (ii) Discuss ISO 14000 requirements and its benefits.

TOTAL QUALITY MANAGEMENT-UNIT-1,2,3,4,5 Posted on September 1, 2011 by komathisekar UNIT 1 PART A( 2 marks) 1 Define quality. 2 Mention any four principles of TQM 3 Define Quality cost. 4 Define strategic planning. 5 What are the steps involved in strategic planning? 6 What are the types of quality statement? 7 Name any two popular awards for quality. 8 What is Quality Council? 9 What do you mean by total cost of quality?? 10.Define TQM. PART B 1 Explain the fourteen steps of Deming s philosophy for improving quality, productivity and competitiveness. (16) 2 What are the customer perceptions of quality? Explain. Explain the service qua lity with its characteristics and expectations. (16)

3 Explain quality costs. What are the barriers for implementing TQM in an industry? Explain. (16) 4 Explain the role of senior management. (16) 5 Explain in detail about the process of strategic planning. (16) 6 Discuss in detail about the quality statement. (16) Unit-2 Part-A (2 marks) 1. Define customer satisfaction. 2. How the customer complaints are collected? 3. Define service quality. 4. Name some customer perception on quality. 5. What is employee motivation? 6. Define Kaizen. 7. List out the 5 S of Japanese methodology with its purpose. 8. Define partnering. 9. Define Empowerment. 10.What do you understand by performance appraisal? What is the use of it? PART B 1. Explain Juran s Quality Trilogy in detail. (16)

2. Explain the following with their advantages and limitations. (16) i. Kaizen ii. PDSA Cycle iii. Performance appraisal 3. Explain the various dimensions involved in quality. (16) 4. Discuss briefly about the various methods used to employee involvement. (16) 5. Explain in detail about the supplier partnership. (16) 6. What is the basic concept of performance measures? (16) 7. Explain the strategy for implementing performance measures and techniques. (1 6) Unit-3

1. What do you understand by SPC? 2. List out seven basic management tools of TQM. 3. Define the term process capability. 4. Differentiate between defects and defectives. 5. What is six-sigma? 6. What is a process flow diagram? 7. List out the new seven management tools. 8. Define mean and mode. 9. What is a control chart? What are its uses? 10. 10.What is an Affinity diagram? Part B (16 marks) 1. Explain the detail about the 7 SPC tools of quality. (16) 2. Explain the term process capability . (16)

3. Discuss in detail about the concept of Six-Sigma. (16) 4. List out the new 7 management tools and explain each one. (16) 5. Discuss briefly the various tools of statistical fundamentals. (16) Unit-4 Part-A 1. Define Benchmarking. 2. What do you understand by QFD? 3. Why TPM is required? Give its types of maintenance. 4. What do you mean by FMEA? Give its types. 5. What is Taguchi s Loss Function concept? 6. List out the various steps involved in a benchmarking process. 7. What do you mean by HOQ? 8. What are the 4 stages of FMEA? 9. Define reliability. 10. What are the responsibilities of a FMEA team. PART B 1. Explain QFD with a suitable example. What are its advantages and Limitations. (16)

2. Write short notes on: (a) Taguchi s Quality Loss Function (8) (b) FMEA (8) 3. Write short notes on (a) Benchmarking (8) (b) TPM (8) 4. Explain HOQ with the various steps involved to build it. (16) 5. Explain the types of benchmarking and its benefits and pitfalls. (16) 6. Discuss in detail about the FMEA team and FMEA documentation. (16) Unit-5 PART A( 2 marks) 1. What is ISO? 2. What is the function of ISO 9000? 3. What is Indian Standard quality system? 4. Give the importance of documentation in ISO. 5. Write any 4 steps in implementation of quality system. 6. Define quality audit. 7. What are the objectives of quality audit? 8. What are the benefits of ISO 14000 series of standards? 9. List out the stages of an audit. 10.What do you mean by Environmental Policy? PART B 1. Explain the steps to be followed in implementing quality system ISO 9001:2000 (16) 2. What are the requirements of ISO 14000? Explain them briefly. (16) 3. Define quality system and explain the evaluation of ISO 9000. (16) 4. Explain ISO 14000 with an Industrial application. (16) 5. Explain the steps followed to get ISO 9000 certification for an educational i nstitute. (16) 6. What are the elements of ISO 9000:2000 quality system? (16) 7. Explain in detail about the quality auditing with its different types. (16)

8. Discuss in briefly about the documentation of quality system. (16)