Subject Code: IMT-55

Subject Name : TOTAL

Notes:
a. b. c. d. Write answers in your own words as far as possible and refrain from copying from the text books/handouts. Answers of Ist Set (Part-A), IInd Set (Part-B), IIIrd Set (Part C) and Set-IV (Case Study) must be sent together. Mail the answer sheets alongwith the copy of assignments for evaluation & return. Only hand written assignments shall be accepted. 5 Questions, each question carries 1 marks. 5 Questions, each question carries 1 marks. 5 Questions, each question carries 1 marks. Confine your answers to 150 to 200 Words. Two Case Studies : 5 Marks. Each case study carries 2.5 marks.

QUALITY MANAGEMENT

A. First Set of Assignments: B. Second Set of Assignments: C. Third Set of Assignments: D. Forth Set of Assignments:

Objective: 1. To create an awareness among the students regarding the importance of total quality management in the functioning of business organization. 2. To help the students understand the concepts that can be used to maintain quality in the business organization. 3. To acquaint the students the tools and techniques that can be used to manage total quality within the organization. Contents Quality concept Total quality management approach The pioneers of tqm and their philosophies Quality systems Tools and techniques in quality Statistical process control Quality-related costs Participative quality management Quality in action Total quality in service sectors Reference: 1. Bound Greg, Lyle Yorks, Mel Adams & Gipsie Ranney, Beyond Total Quality Management: Towards the Emerging Paradigm, McGraw-Hill 2. Morris, Alan S, Measurement and Calibration Requirements for Quality Assurance to ISO 9000, Wiley

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ASSIGNMENTS
FIRST SET OF ASSIGNMENTS Marks Assignment-I = 5

PART A
1. 2. 3. 4. 5. Quality function deployment is a methodology to translate the 'voice of customers' into the actual reality of the manufacturing and business process. Discuss with emphasis on the steps involved in QFD. The objectives of TQM are basically transformational in nature. Explain. Write a note on Deming's concept of product quality assurance. Compare and contrast the philosophies of Juran, Deming and Crossby. Discuss Juran's 'Quality Trilogy' as a powerful approach for quality improvement. Assignment-II = 5 Marks

SECOND SET OF ASSIGNMENTS

PART B
1. Is the use of control charts limited to process capability study? Give reasons for your answer. Explain process capability and its significance in statistical process control. 2. There is substantial scope of profit and performance improvement by working in areas of cost of quality. Comment. 3. How does the concept of QC or quality circle help to boost the self-confidence of team members? 4. Audit is an all-pervasive tool to evaluate the overall performance and system effectiveness in a company. Comment. 5. How are systems and procedures designed for quality management in service sectors? Explain the factors that need to be kept in mind while doing so.

THIRD SET OF ASSIGNMENTS

Assignment-III = 5 Marks

PART C
1. Continuous improvement is the main vehicle of a total quality system for meeting and exceeding the customers' needs and expectations. 2. Write a note on the applicability and areas of coverage of ISO 9000 Quality Management System. 3. What is participative quality management? Discuss the role of employees in the participatory process. 4. Explain how customer perception of quality is affected by internal and external factors. 5. What are the ways in which the Japanese have adopted the various quality management tools?

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FOURTH SET OF ASSIGNMENTS

Assignment-IV = 2.5 Each Case Study

CASE STUDY - I
The quality of service in a hospital is tracked by observing medication errors from the 1000-patient days medication for each observation. The result of 25 such samples is shown below in the table: Table: Medication Errors Sample 1 2 3 4 5 6 7 8 9 10 11 12 13 Questions: 1. 2. 3. Construct an appropriate control chart. Analyse the control chart. Is a goal of error-free performance reasonable to expect from this system? Medication Errors 26 19 28 29 24 18 23 21 14 17 21 20 12 Sample 14 15 16 17 18 19 20 21 22 23 24 25 Medication Errors 20 42 22 18 24 23 16 19 20 22 21 23

CASE STUDY-II
25 samples of size 50 are chosen from a plastic injection moulding machine producing small containers. The number of non-conforming containers for each sample is shown in the table: Sample no. 1 2 3 4 5 6 7 8 9 10 11 12 13 Questions: 1. (a) Construct a control chart using the values in the table and show whether the process is in control or not. (b) Management has imposed a condition that 3 per cent non-conformance limit is acceptable. In this case, is the process under control or not and why? 2. On investigating Sample no. 18, it was found that there was a drop in pressure. How will you deal with this situation? Total Quality Management....................................... Page 3 of 3 ............................................................................... IMT-55 No. of non-conforming items 4 2 5 3 2 1 3 2 5 4 3 5 5 Sample no. 14 15 16 17 18 19 20 21 22 23 24 25 No. of non-conforming items 2 3 2 4 10 4 3 2 5 4 3 4