GE2022 TOTAL QUALITY MANAGEMENT
2 Marks QUESTIONS AND ANSWERS
1.Define Total Quality Management?
2.Define Quality?
3.What are the Dimensions of Quality?
4.Give the Basic Concepts of TQM?
5.State Deming Philosophy?
6.Give the Principles of TQM?
7.Give the Obstacles associated with TQM Implementation?
8.Give the Analysis Techniques for Quality Costs?
9.Define Quality Costs?
10.Give the primary categories of Quality cost?
11.Give the sub-elements of Preventive cost category?
12.Give the sub-elements of Appraisal cost category?
13.Give the sub-elements of Internal failure cost category?
14.Give the sub-elements of External failure cost category?
15.Give the typical cost bases?
16.How will you determine the optimum cost?
17.State the Quality Improvement Strategy?
18.Define Quality Planning?
19.Give the objectives of tqm?
20.Give the Quality Hierarchy?
21.What is needed for a leader to be effective?
22.What is the important role of senior management?
23.What are the general duties of a quality council?
24.What does a typical meeting agenda contain after establishing the TQM?
25.What are the various quality statements?
26.Give the basic steps to strategic quality planning?
27.What is a quality policy?
28.What is a mission statement?
29.What is a vision statement?
30.What are the important factors that influenced purchases?
31.Give the need for a feedback in an organization?
32.List the tools used for feedback?
33.What are the activities to be done using customer complaints?
34.What are the elements of customer service?
35.Define customer retention?
36.Define Employee Involvement?
37.State Maslow’s Hierarchy of Needs?
38.State Frederick Herzberg’s Two-factor theory?
39.What does an employee want?
40.What are the concepts to achieve a motivated work force?
41.Define Empowerment?
42.What are the three conditions necessary to create the empowered environment?
43.What are the types of teams?
44.What are the characteristics of successful teams?
45.What are the decision-making methods?
46.What are the stages of team development?
47.Give some common team problems?
48.What are the common barriers to team progress?
49.Give the steps involved in training process?
50.Define Recognition and Reward?
51.What are the types of appraisal formats?
52.What are the benefits of employee involvement?
53.What are the basic ways for a continuous process improvement?
54.What are the three components of the Juran Trilogy?
55.What are the steps in the PDSA cycle?
56.What are the phases of a Continuous Process Improvement Cycle?
57.Define 5S?
58.What is a Kaizen?
59.What are the three key elements to a partnering relationship?
60.What are the three types of sourcing?
61.What are the ten conditions for the selection and evaluation of suppliers?
62.What are the four phases of inspection?
63.What are the objectives of Performance measures?
64.What are the characteristics used to measure the performance of a particular process?
65.Give the six basic techniques for presenting performance measures?
66.Give the seven tools of quality?
67.Define Statistics?
68.What is a measure of central tendency?
69.What is Measures of dispersion?
70.What is a normal curve?
71.What is the use of the control chart?
72.Give the objectives of the attribute charts?
73.Define Six Sigma Problem Solving Method?
74.What are the new seven management tools?
75.Define Benchmarking?
76.Enumerate the steps to benchmark?
77.What are the types of benchmarking?
78.What is a QFD?
79.What are the benefits of QFD?
80.What are the steps required to construct an affinity diagram?
81.What are the parts of house of quality?
82.How will you build a house of quality?
83.Define FMEA?
84.What are the stages of FMEA?
85.What are the goals of TPM?
86.Give the seven basic steps to get an organization started toward TPM?
87.What are the major loss areas?
88.Give the ISO 9000 Series of Standards?
89.What is the need for ISO 9000?
90.Give some other quality systems?
91.Enumerate the steps necessary to implement the Quality Management System?
92.What are the three sections of QS-9000?
93.What are the ISO/QS 9000 elements?
94.Give the objectives of the internal audit?
95.What are the requirements of ISO 14001?
96.What are the benefits of ISO 14000?
97.What are the four elements for the checking & corrective action of ISO 14001?
98.What are the seven elements for the implementation & operations of ISO 14001?
99.What are the four elements for the planning of ISO 14001?
100.Give the types of Organizational Evaluation Standards?
101.Give the types of Product Evaluation Standards?
102.Discuss about ISO 9000:2000 Quality Systems?
103.Why is ISO 9000 important?
104.Define Quality Audits?
105.Analyze TQM?
106.Give the usage of an effective recognition and reward system?
107.How will you improve the performance appraisal system?
108.What are the typical measurements frequently asked by managers and teams?
109.What are the criteria to evaluate the performance measures?
110.Give the usage of C&E diagrams?
111.Define Six Sigma?
112.What are the various histogram shapes?
113.Differentiate Population & Sample?
114.Give the sources of variation?
115.Define Run chart?
116.Define Control chart?
117.What are the various patterns of scatter diagrams?
118.What is the procedure for constructing the tree diagram?
119.Give atleast five standard formats of matrix diagram?
120.What are the benefits of an activity network diagram?
121.What are the generic steps for the development and execution of action plans in
benchmarking?
122.What are the phases of QFD process?
123.What are the several types of FMEA?
124.What does a Design FMEA document contain?
125.What does a Process FMEA document contain?
126.Define TPM?
127.What are the benefits of ISO?
128.Give the ISO 9001 requirements?
129.What are the methods of actual audit?
130.Differentiate internal customer and external customer?
131.Differentiate DMAIC & DMADV?
PREPARED BY
APPROVED BY
Mrs.S.Ponamani
Dr. C.JAYAKUMAR
FACULTY IN-CHARGEHOD /DCSE
GE2022
TOTAL QUALITY MANAGEMENT
16 Mark Questions with Hints
UNIT - I
1. Explain Quality Planning?
Establish quality goals
Identify the customers
Determine / discover the customer’s needs
Develop product features which respond to the customer’s needs
Optimize product design
Develop processes that are able to produce the product features
Establish quality controls
Optimize & prove process capability
Transfer the plans to the operating forces
Refer Notes…
2. Explain the various Quality Costs?
oPreventive cost category
oAppraisal cost category
oInternal failure cost category
oExternal failure cost category
Refer Page Number: 173
3.Explain the various analysis techniques for Quality Costs?
oTrend Analysis
oPareto Analysis
Refer Page Number: 182
4.Discuss the principles of TQM?
oLeadership
oCustomer satisfaction
oEmployee involvement
oContinuous process improvement
oSupplier partnership
oPerformance measures
Refer NOTES & Page Number: 1
5.Describe about Quality Statements?
oVision statement
oMission statement
oQuality Policy statement
Refer Page Number: 41
6.Explain Deming Philosophy?
i.Create and publish the aims and purposes of the organization.
ii.Learn the new philosophy.
iii.Understand the purpose of inspection.
iv.Stop awarding business based on price alone.
v.Improve constantly and forever the system.
vi.Institute training.
vii.Teach and institute leadership.
viii.Drive out fear, Create trust and Create a climate for innovation.
ix.Optimize the efforts of teams, groups and staff areas.
x.Eliminate exhortations for the work force.
xi.Eliminate numerical quotes for the work force. Eliminate management by objective.
xii.Remove barriers that rob people of pride of workmanship.
xiii.Encourage education and self-improvement for everyone.
xiv.Take action for accomplish the transformation.
Refer Page Number: 27
7.Explain the barriers associated with TQM implementation?
Lack of management commitment
Inability to change organizational culture
Improper planning
Lack of continuous training and education
Incompatible organizational structure and isolated individuals and departments
Ineffective measurement techniques and lack of access to data and results.
Paying inadequate attention to internal and external customers.
Inadequate use of empowerment and teamwork.
Refer Page Number: 10
8.Explain Strategic Planning?
Goals & Objectives
Seven Steps to Strategic Planning
ºCustomer needs
ºCustomer positioning
ºPredict the future
ºGap analysis
ºClosing the gap
ºAlignment
ºImplementation
Annual Quality Improvement Program
Refer Page Number: 44
9.Give the historical review of TQM?
Refer Page Number: 9
10.Explain the dimensions of quality and basic concepts of TQM?
Dimensions of quality:
Performance
Features
Conformance
Reliability
Durability
Service
Response
Aesthetics
Reputation
Basic concepts of TQM:
i.A committed and involved management to provide long-term top-to- bottom organizational
support.
ii.An unwavering focus on the customer, both internally and externally.
iii.Effective involvement and utilization of the entire work force.
iv.Continuous improvement of the business and production process.
v.Treating suppliers as partners.
vi.Establish performance measures for the processes.
Refer Page Numbers: 8 & 2
UNIT - II
11. Explain the information collecting tools for customer feedback?
Comment card
Customer Questionnaire
Focus Groups
Toll-Free Telephone Numbers
Customer Visits
Report Card
The Internet and Computers
Employee Feedback
Mass Customization
The American Customer Satisfaction Index
Refer Page Number: 61
12.Enumerate the actions taken by the organizations to handle complaints by customers?
Refer Page Number: 75
13.Explain the elements of customer service?
Organization
Customer Care
Communication Front-line people Leadership
Refer Page Number: 76
14. Explain the various motivational theories?
Maslow’s Hierarchy of Needs
Herzberg’s Two-Factor Theory
Refer Page Number: 89
15. Explain the concepts needed to achieve a motivated work force?
Know thyself
Know your employees
Establish a positive attitude
Share the goals
Monitor progress
Develop interesting work
Communicate effectively
Celebrate success
Refer Page Number: 92
16.Explain the necessary three conditions to create the empowered environment?
Everyone must understand the need for change The system needs to change to the new paradigm
The organization must enable its employees
Refer Page Number: 96
17. Explain the characteristics of successful teams?
Sponsor Team charter
Team composition Training
Ground rules Clear objectives Accountability
Well-defined decision procedures Resources
Trust
Effective problem solving Open communication Appropriate leadership Balanced participation
Cohesiveness
Refer Page Number: 100
18. Discuss the types of teams?
Process improvement team
Cross-functional team
Nature work teams
Self-directed / self-managed work teams
Refer Page Number: 99
19. Discuss the team member roles?
Team leader Facilitator Recorder Timekeeper Team member
Refer Page Number: 102
20. Explain the various decision making methods?
Nondecision Unilateral decision Handclasp decision Minority-rule decision Majority-rule
decision Consensus
Refer Page Number: 104
21. Explain the stages of team development?
Forming
Storming
Norming
Performing
Adjourning
Refer Page Number: 106
22. Discuss the common team problems and their solutions, in detail?
Floundering
Overbearing participants
Dominating participants
Reluctant participants
Unquestioned acceptance of options as facts
Rush to accomplish
Attribution Discounts and “plops” Wanderlust
Feuding
Refer Page Number: 108
23. Explain the common barriers to team progress?
Insufficient training
Incompatible rewards and compensation
First-line supervisor resistance
Lack of planning
Lack of management support
Access to information systems
Lack of union support
Project scope too large
Project objectives are not significant
No clear measures of success
No time to do improvement work
Team is too large
Trapped in groupthink
Refer Page Number: 110
24.Explain the effective reward practices and the uses of an effective recognition & reward
system?
Intrinsic rewards Extrinsic rewards
Refer Page Number: 115
25.Explain the improvements suggested for performance appraisal system?
Use rating scales that have few rating categories
Require work team or group evaluations that are at least equal in emphasis to individual-focused
evaluations
Require more frequent performance reviews where such reviews will have a dominant emphasis
on future performance planning
Promotion decisions should be made by an independent administrative process that draws on
current-job information and potential for the new job
Include indexes of external customer satisfaction in the appraisal process Use peer and
subordinate feedback as an index of internal customer
satisfaction
Include evaluation for process improvement in addition to results
Refer Page Number: 119
26. Explain the Juran Trilogy?
Planning
Control Improvement
Refer Page Number: 128
27. Explain the continuous process improvement cycle?
Plan – Do – Study – Act
Phases
Identify the opportunity Analyze the process Develop the optimal solution Implement
Study the results Standardize the solution Plan for the future
Refer Page Number: 133
28. Explain the 5S philosophy?
Seiko
Seiton
Seiketso Seiso Shitsuke
Refer Notes… & Page Number: 145
29. Explain in detail about Supplier Partnership?
Refer Page Number: 153
30. Explain the three key elements to a partnering relationship?
Long-term commitment Trust
Shared vision
Refer Page Number: 155
31. Explain the types of sourcing?
Sole
Multiple
Single
Refer Page Number: 156
32.Give the conditions for the selection & evaluation of suppliers?
Refer Page Number: 158
33.Explain Kaizen?
Refer Page Number: 144
34.Enumerate the eight certification criteria for supplier certification?
Refer Page Number: 159
35.Explain the basic techniques for performance presentation?
Time series graph
Control chart
Capability index
Taguchi’s loss function
Cost of poor quality
Malcolm Baldrige Quality Award
Refer Page Number: 171
36.Explain the basic concepts and Strategy in Performance measures?
Basic Concepts Objectives
Typical measurements Criteria
Strategy Quality Cost
Flexibility
Reliability
Innovation
Refer Page Number: 167
UNIT - III
37. Explain Six-Sigma?
Statistical aspects DMAIC Problems
Refer Page Number: 146
38. Explain the seven tools of quality?
Pareto diagram Process flow diagram
Cause-and-effect diagram Check sheets
Histogram Control charts Scatter diagrams
Refer Page Number: 461
39. Explain the seven new management tools?
Affinity diagram
Interrelationship digraph
Tree diagram
Matrix diagram
Prioritization matrices
Process decision program chart
Activity network diagram
Refer Page Number: 444
40.Write short notes on Process Capability?
Refer Page Number: 496
41.Explain the following:
Measures of central tendency and dispersion Population & Sample
Normal Curve
Refer Page Number: 472, 475, 476
UNIT - IV
42. Explain the Benchmarking process?
Definition
Reasons to benchmark Process
Deciding what to benchmark Understanding current performance Planning
Studying others Learning from the data Using the findings
Pitfalls and criticisms of benchmarking
Refer Page Number: 207
43. Explain house of quality & discuss how to build a house of quality?
Parts of the House of Quality Building a house of quality
List customer requirements List technical descriptors
Develop a relationship matrix between WHATs and HOWs Develop an interrelationship
matrix between HOWs Competitive assessments
Develop prioritized customer requirements Develop prioritized technical descriptors
Refer Page Number: 322, 323
44. Explain QFD process & enumerate the benefits of QFD?
QFD process
Phase I
Product planning
Phase II
Part development
Phase III
Process planning
Phase IV
Production planning
Benefits
Improves customer satisfaction Reduces implementation time Promotes teamwork
Provides documentation
Refer Page Number: 315, 342, 317
45. Explain FMEA?
Introduction
Reliability
Reliability requirements
Failure rate Intent of FMEA FMEA team
FMEA documentation Types of FMEA
Stages of FMEA
Specifying possibilities Quantifying risk Correcting high risk causes Re-evaluation of
risk
Refer Page Number: 377, 384
46.Explain Taguchi Quality Loss function?
Refer Page Number: 561
47.Explain Total Productive Maintenance?
Introduction
The Plan
Learning the new philosophy
Promoting the philosophy
Training
Improvement Needs
Goal
Developing plans
Autonomous work groups
Refer Page Number: 431
UNIT - V
48.Explain the need for ISO 9000? Give the other quality systems? Explain ISO 9000:2000 QS?
Refer Notes… & Page Number: 254, 256, 255 & 258
49.Explain the ISO 9001 requirements?
Scope
Normative reference
Terms & definitions
Quality Management System
Management Responsibility
Resource Management
Product Realization
Measurement, Analysis and Improvement
Refer Page Number: 244 (ii)
50.Explain the steps that are necessary to implement a quality management system?
Senior management commitment
Appoint the management representative
Awareness
Appoint an implementation team
Training
Time schedule
Select element owners
Review the present system
Write the documents
Install the new system
Internal audit
Management review
Preassessment
Registration
Refer Page Number: 270
51.Explain the elements of ISO/QS 9000?
Management responsibility
The Quality system
Contract review
Design control
Document and data control
Purchasing
Control of customer-supplied product
Product identification and traceability
Process control
Inspection and testing
Control of inspection, measuring and test equipment
Inspection and test status
Control of nonconforming product
Corrective and preventive action
Handling, storage, packaging, preservation and delivery
Control of quality records
Internal quality audits
Training
Servicing
Statistical techniques
Refer Page Number: 244(ii)
52. Explain Documentation?
Policy
Procedure
Work instructions Records
Document development
Refer Page Number: 273
53. Explain Quality Auditing?
Objectives
Auditor
Techniques
Procedure
Refer Page Number: 281 & Notes…
54.Explain the requirements of ISO 14001?
i.General requirements
ii.Environmental policy
iii.Planning
iv.Implementation and operation
v.Checking and corrective action
vi.Management review
Refer Page Number: 298
55. Discuss the concepts & benefits of EMS?
EMS model & concepts…
Benefits
Global
Organizational