Vinayaka Missions University, Salem
V.M.K.V.Engineering College, Salem
&
Aarupadai Veedu Institute of Technology, Paiyanoor.
Semester VIII - Total Quality Management
Question Bank -
2012
(Common to all Branches of Engineering)
Note: Usage of
statistical tables permitted for University Examination.
Graph sheet to
be supplied for University Examination.
Unit – 1 Introduction
Part – A (2 Marks)
1.
Define the term quality.
2.
Define TQM.
3.
Name dimensions of quality?
4.
Name any four prominent TQM pioneers.
5.
What are the necessary characteristics of a good
quality product?
6.
What is serviceability?
7.
What is durability?
8.
What is quality planning?
9.
What are the objectives of quality planning?
10. What
is meant by quality costs?
11. Give
examples of internal failure costs?
12. Give
examples of external failure costs?
13. What
do you mean by total cost of quality?
14. List
the techniques used for analyzing the quality costs.
15. Define
strategic planning.
16. Name
any four role of senior management.
17. What
is a quality council?
18. What
is a quality policy statement?
19. List
any four characteristics of a quality policy statement.
20. Mention
any four duties and responsibilities of the quality council.
21. What
is mission statement?
22. Define
leadership?
23. What
is management by wandering?
24. Name
any four tangible benefits of TQM.
25. Name
any two popular awards for quality.
Part – B (12 Marks)
1. List and discuss the dimensions
of quality in detail.
2. What are basic concepts of TQM?
Explain each.
3. What are the characteristics of
quality leaders?
4. Explain seven habits of
successful people?
5. What are quality statements?
Discuss with examples.
6. Explain the Deming Philosophy
for improving quality, productivity and competitiveness.
7. Define quality cost. Explain the
different types of quality costs.
8. What are the barriers for
implementing TQM in industries? Explain.
9. Explain the
roles of senior management in successful implementation of TQM.
10. Describe the
process of strategic planning and state its importance.
Unit 2
Part – A (2 Marks)
1. What is customer
satisfaction?
2. Name the five important
principle of TQM.
3. What do you mean by customer
perceived quality?
4. What is service quality?
5. What are the components of
service quality?
6. What do you mean by customer
defection?
7. Define customer retention.
8. What is employee motivation?
9. What do you mean by safety
needs?
10. Define empowerment.
11. Give any two benefits of empowerment.
12. Define a team and teamwork.
13. List the stages of team building.
14. List out the characteristics of a successful
team.
15. Name types of teams?
16. What is performance appraisal?
17. What is PDSA?
18. What is 5 S?
19. What is sourcing?
20. What are the types of sourcing?
21. What is Muda?
22.
What do you mean by
continuous process improvement?
23.
Define Kaizen.
24.
Define
partnering.
25.
What is Malcolm
Balridge National Quality Award?
Part – B (12
Marks)
1. Who are customers? Explain
the roles of different types of customers in a TQM effort.
2. Is customer complaint
necessary for an Organization? If yes, list the various tools used for
collecting customer complaints.
3. Explain the customer –
supplier chain model.
4. Explain the service quality
with its characteristics and expectations.
5. Discuss the characteristics
of the empowered employees.
6. What are teams? What are the
characteristics of successful teams?
7. Describe the Juran Trilogy
in detail.
8. Explain the phases of PDSA
cycle with suitable example. And list out the benefits of PDSA cycle.
9. Discuss the various steps in
the development of performance appraisal system.
10. Explain
the different ways to recognize people.
11. Discuss
the important elements to achieve customer/supplier partnering relationship.
12. Enumerate
the various stages in supplier selection and evaluation.
Unit 3
Part – A (2 Marks)
1.
What do you mean by measure of central tendency?
2.
What do you mean by measures of dispersion?
3.
Define population.
4.
Define data and information.
5.
3, 4, 5, 6, 8, 8 and 10, what are average, median, and
mode?
6.
List seven quality control tools.
7.
Give examples of vital few.
8.
Give examples of useful many.
9.
What is Pareto diagram?
10. A
company collected data on the reasons for returned shipments during a quarter.
Results are: wrong selection 50,000; refused 195,000; wrong address
68000; order cancelled 5000; and others 15000. Construct a Pareto diagram.
11. What
is a fish bone diagram?
12. What
is a check sheet?
13. What
is a histogram?
14. What
is process capability and process capability index?
15. 
What is the standard deviation
and the average for the normal curve shown below?
What is the standard deviation
and the average for the normal curve shown below?
16. What
are 
and R charts?
and R charts?
17. Upper
limit and lower limit are +4σ and - 4σ respectively and the process capability
is ± 3σ , what is the process capability index Cp?
18. What
does a negative Cpk mean?
19. What
is an attribute?
20. What
are p charts and np charts?
21. Write
down the difference between a defect and defective.
22. What
is six sigma?
23. List
any two merits of six sigma.
24. What
is relationship diagram?
25. What
is matrix diagram?
Part – B (12
Marks)
1.
Write short notes on the seven tools of quality.
2.
Write about objectives of control charts and the procedure
used to generate them.
3.
Discuss process capability, process capability index,
and Cpk.
4.
An organization that fills shampoo tries to maintain a
specific weight of the product. The table below gives weight of 110 bottles
that were checked at random intervals. Make a tally of these weights and
construct a frequency histogram. ( weights in kg)
|
6.00
|
5.98
|
6.01
|
6.01
|
5.97
|
5.99
|
5.98
|
6.01
|
5.99
|
5.98
|
5.96
|
|
5.98
|
5.99
|
5.99
|
6.03
|
5.99
|
6.01
|
5.98
|
5.99
|
5.97
|
6.01
|
5.98
|
|
5.97
|
6.01
|
6.00
|
5.96
|
6.00
|
5.97
|
5.95
|
5.99
|
5.99
|
6.01
|
5.98
|
|
6.01
|
6.03
|
6.01
|
5.99
|
5.99
|
6.02
|
6.00
|
5.98
|
6.01
|
5.98
|
5.99
|
|
6.00
|
5.98
|
6.05
|
6.00
|
6.00
|
5.98
|
5.99
|
6.00
|
5.97
|
6.00
|
6.00
|
|
6.00
|
5.98
|
6.00
|
5.94
|
5.99
|
6.02
|
6.00
|
5.98
|
6.02
|
6.01
|
6.00
|
|
5.97
|
6.01
|
6.04
|
6.02
|
6.01
|
5.97
|
5.99
|
6.02
|
5.99
|
6.02
|
5.99
|
|
6.02
|
5.99
|
6.01
|
5.98
|
5.99
|
6.00
|
6.02
|
5.99
|
6.02
|
5.95
|
6.02
|
|
5.96
|
5.99
|
6.00
|
6.00
|
6.01
|
5.99
|
5.96
|
6.01
|
6.00
|
6.01
|
5.98
|
|
6.00
|
5.99
|
5.98
|
5.99
|
6.03
|
5.99
|
6.02
|
5.98
|
6.02
|
6.02
|
5.97
|
5.
Control charts for and R are to be
established on a certain dimension part
measured in mm. Data were collected in sub group size 6 and are given
below. Determine the trial central line and control
limits. Assume assignable causes and
revise the central line and limits.
and R are to be
established on a certain dimension part
measured in mm. Data were collected in sub group size 6 and are given
below. Determine the trial central line and control
limits. Assume assignable causes and
revise the central line and limits.|
Sub
Group number
|
 |
R
|
Sub
Group
number
|
|
R
|
|
1
|
20.35
|
0.34
|
14
|
20.41
|
0.36
|
|
2
|
20.40
|
0.36
|
15
|
20.45
|
0.34
|
|
3
|
20.36
|
0.32
|
16
|
20.34
|
0.36
|
|
4
|
20.65
|
0.36
|
17
|
20.36
|
0.37
|
|
5
|
20.20
|
0.36
|
18
|
20.42
|
0.73
|
|
6
|
20.40
|
0.35
|
19
|
20.50
|
0.38
|
|
7
|
20.43
|
0.31
|
20
|
20.31
|
0.35
|
|
8
|
20.37
|
0.34
|
21
|
20.39
|
0.38
|
|
9
|
20.48
|
0.30
|
22
|
20.39
|
0.33
|
|
10
|
20.42
|
0.37
|
23
|
20.40
|
0.32
|
|
11
|
20.39
|
0.29
|
24
|
20.41
|
0.34
|
|
12
|
20.38
|
0.30
|
25
|
20.40
|
0.30
|
|
13
|
20.40
|
0.33
|
|
|
|
6.
Calculate mean, median, mode and standard deviation for
the following distribution of marks in TQM out of 100marks for 80
students.
|
Marks
|
0 - 20
|
20 - 40
|
40 - 60
|
60 - 80
|
80- 100
|
|
No. of students
|
4
|
26
|
22
|
16
|
12
|
7.
The mean weight of 500 male students at a certain
college is 65.6 Kg and the standard
deviation is 10 Kg. Assuming that the weights are normally distributed,
find how many students weigh (i) more
than 75.5 Kg, and (ii) between 55.5 and 75.5 Kg.
8.
The number of defectives in lots for a particular item
is shown below. Each lot consists of
400 items.
|
Lot No.
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
|
No. of defects
per lot
|
24
|
38
|
52
|
26
|
36
|
30
|
42
|
52
|
20
|
16
|
20
|
24
|
a)
Compute trial control limits for np-chart.
b)
State whether the process is in control or not?
c)
Calculate the revised control limits for np-chart.
9. Describe 7 new tools of quality management.
10.
Describe in detail the steps of achieving the six sigma state.
Unit 4
Part – A (2 Marks)
1. What is Bench Marking?
2. What is product Bench
Marking?
3.
List any four objectives for benchmarking.
4.
Why site visits are necessary in a benchmarking
process?
5. What is house of quality?
6. What are the objectives of
QFD?
7. List any three benefits of
QFD.
8. What is target?
9. What is TPM?
10. What are the objectives of
TPM?
11. What is meant by
availability?
12. What is meant by performance
efficiency?
13. Why TPM is required?
14. What are the objectives of
FMEA?
15. What is down time?
16. What is FMEA?
17. Define
risk priority number. Also state its significance.
18. Define
reliability.
19. What
is Quality function deployment?
20. What
is meant by detection?
21. Define
maintenance.
22. Define
predictive maintenance.
23. List
the types of maintenance.
24. Write
down the philosophy of quality loss function.
25. What
are the types of loss measurements in TPM?
Part – B (12
Marks)
1.
Write the step by step procedure of implementing a
benchmarking process in an
organization.
2. a) Discuss the different types
of benchmarking.
b) List out the benefits of benchmarking.
3. List out the step by step
procedure to build the house of quality.
4. What are the benefits of QFD?
5. Briefly explain the Taguchi’s
quality lost function with an illustration
6. Write the step by step procedure
to develop a TPM programme in an organization.
7. Explain the different types of
maintenance techniques in detail.
8. Write the step by step procedure
for implementing a FMEA of a product.
9. a) List out the benefits of the
FMEA.
b) Discuss the different types of FMEA.
10. (a) The
specifications of a particular product are 25 
3 and the average repair cost
3 and the average repair cost
is Rs.90. Determine the quality
loss function and the loss when X = 23.
(b)
A product has a constant failure rate of 0.018 per
hour. What is the probability
that the product will survive
or be reliable during the first 120 hours of
operations?
UNIT – V: Quality Systems
Part – A (2 marks)
1.
What is a quality system?
2.
What is ISO?
3.
What are the areas of applications of ISO 9000 series
of standards?
4.
What are the benefits of documentation?
5.
Define quality audit.
6.
What does ISO 9000 refer to?
7.
What is ISO – 14000 series of standards?
8.
What do you mean by Environmental policy?
9.
What is EMS audit?
10. Define
the environmental effect.
11. Give
an example of standard quality management system.
12. Why
is ISO 9000 adopted by thousands of companies in all over the countries?
13. What
are ISO 9000: 2000 quality management principles?
14. What
is internal auditing?
15. Who
is third party registrar?
16. What
is QS 9000?
17. What
is EMS?
18. What
do you mean by two party quality system?
19. What
are the documents required for the implementation of quality system?
20. What
is the responsibility of Management Representative?
21. Define
the environmental impact.
22. What
are the two main ISO – 14000 series of standards?
23. What
are the types of quality audit?
24. What
are the objectives of environmental auditing?
25. How
ISO 14000 standards differ from ISO 9000 series of quality system.
Part – B (12 marks)
1.
Describe the twenty elements of ISO 9000 standards.
2.
Explain the steps followed to get ISO-9000
certification for an educational institute.
3.
Explain in detail about the documentation of quality
system.
4.
Explain the various stages of quality auditing.
5.
Write short notes on the structure of QS-9000.
6.
Discuss the various elements of ISO-14000 standards.
7.
Enumerate the basic approach to environmental
management system, showing a EMS
Model.
8.
What are the benefits of ISO 14000?
9.
Describe the purpose of ISO 9000quality system? What
are the benefits of ISO Certification?
10. Why
is documentation the most common reason for noncompliance?
--------------
Best wishes
Vinayaka Missions University, Salem
BE Degree Examinations, April 2012
Model Question Paper
Semester VIII - Total Quality
Management
(Common
to all Branches)
Time: 3 hrs
Max.
Marks: 80
Note: Usage of statistical
tables permitted for University Examination.
Graph sheet to be supplied
for University Examination.
Answer all questions. All questions carry equal marks.
Part – A (10 X 2 = 20 Marks)
1.
Name any four prominent TQM pioneers.
2.
What do you mean by total cost of quality?
3. What is service quality?
4.
What is Malcolm Balridge National Quality Award?
5.
What is Pareto diagram?
6.
What is process capability and process capability
index?
7. List any three benefits of
QFD.
8.
Define risk priority number. Also state its
significance.
9.
What is EMS audit?
10. Why
is ISO 9000 adopted by thousands of companies in all over the countries?
Part – B (5 X 12 = 60 Marks)
11. (a)
Explain the Deming Philosophy for improving quality, productivity and
competitiveness.
(or)
(b) Describe the process of strategic planning
and state its importance.
12. (a) Is customer complaint necessary for an Organization? If yes,
list the various tools used for
collecting customer complaints.
(or)
(b) Discuss the important elements to
achieve customer/supplier partnering relationship.
13. (a) The number of defectives in lots for a
particular item is shown below. Each lot
consists of 400 items.
|
Lot No.
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
|
No. of defects
per lot
|
24
|
38
|
52
|
26
|
36
|
30
|
42
|
52
|
20
|
16
|
20
|
24
|
i.
Compute trial control limits for np-chart.
ii.
State whether the process is in control or not?
iii.
Calculate the revised control limits for np-chart.
(or)
(b) Write short notes on the seven tools
of quality.
14. (a) List out the step by step procedure to build
the house of quality.
(or)
(b) Write the step by step procedure for
implementing a FMEA of a product.
15. (a) Explain the steps followed to get ISO-9000
certification for an educational institute.
(or)
(b) Discuss
the various elements of ISO-14000 standards.
-------------
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