CUSTOMER_CODE
SMUDE
DIVISION_CODE
SMUDE
EVENT_CODE
SMUAPR15
ASSESSMENT_CODE QM0011_SMUAPR15
QUESTION_T
DESCRIPTIVE_QUESTION
YPE
QUESTION_I
D
37421
QUESTION_T Differentiate between the approaches in quality between manufacturing
EXT
and servicing organizations.
SCHEME OF
EVALUATIO
N
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
37423
QUESTION_TEXT Explain the seven tools used for problem solving in Quality Control
For each of the activities in four stages and five phases, managers
can use many tools and techniques to identify the problems, find the
best plan, check the relevance of the plan and act upon to find
solutions. The proposed tools, techniques, principles are indicated
below. However the decision lies with the managers in finding the
best possible solutions and hence there is no fast and fixed rules for
this exercise.
Plan:
SCHEME OF
EVALUATION

Pick up a problem to be solved (Pareto principles tells the
inter-se priority to be fixed for solving the particular problem
among others)

Gather data (Histogram and Control charts)

Find causes (Process flow diagram and Cause and Effect
diagram)

Pick likely causes (Pareto principle and Scatter diagram)

Try solution (cause/effect, and finding answers to 5W and 1H)
Do:
o
Implement solution (both trial implementation and
improvement process)
Check
o
Monitor and evaluate results achieved from the
implementation processes and corrective processes
through (Pareto, histogram, and control charts)
Act
o
Standardize on the new process if the solution found
is satisfactory and could be adopted for continuous
improvements (write standards, train, foolproof
quality at source)
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
73776
QUESTION_TEXT Discuss briefly the contributions made by Quality guru’s
SCHEME OF
EVALUATION
a. Frederick Taylor: Frederick Taylor is known as the Father of
Scientific management. Taylor believed in task specialization and is
noted for his time and motion studies. Some of his ideas are the
predecessors fo modern industrial engineering tools and concepts
that are used in cycle time reduction.
b. Walter A Shewhart: Shewhart used statistics to explain the
process variability. Shewhart is credited with development of
theories of process control and Shewhart transformation process
c. Edwards Deming: Deming made a significant contribution to
Japan’s later reputation for innovative high quality products and its
economic power.Deming believed management to be responsible
for 94% of quality problems. His fourteen point plan is a complete
philosophy of management that can be applied to small or large
organizations in the public, private or service sectors.
d. Joseph Juran: The definitions of quality such as ‘breakthrough’
, ‘internal customer’ and ‘ quality trilogy’ are given by Juran. Juran
has proposed the well known definitions of quality as ‘fitness for
use’
e. Philip Crosby :Crosby is perhaps best known for his “ four
absolutes” of quality , “quality is free”, his 14 point plan (different
from Deming’s 14 points) and other concepts on quality.
f. Armand V Feigenbaum: He is the originator of Quality control.
Feigenbaum has a 40 point plan for quality
g. Kaoru Ishikawa: he is regardedas the father of quality circles.He
is known for his emphasis on human side of quality, Ishikawa
diagrams and use of 7 tools
h. Shigeo Shingo: He is described as the engineering genius , who
helped create and write about many aspects of revolutionary
manufacturing practices which comprises the Toyota production
system
i. Genichi Taguchi: He developed “ Taguchi methods” to reduce
cost and improve quality’
j. Masaaki Imai: He was instrumental in making the term “Kaizen”
famous.
(others include: Noriaki Kano, James Harrington, Micheal
Hammer)
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
73778
QUESTION_TEXT
What are the 5 ‘S’ in Kaizen movement?
SCHEME OF
EVALUATION
5 S is a list of five Japanese words, are methodology for organizing,
cleaning, developing and sustaining a productive work environment
and to bring in efficient flow of activities. The Japanese words,
referred to as 5 S process or housekeeping steps are:
a. SEIRI (SORTING)
b. SEITON (STRAIGHTEN)
c. SEISO (SWEEP OR SPIC OR SPAN)
d. SEIKETSU (STANDARDIZE)
e.
SHITSUKE (SELF DISCILPLINE)
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
73780
QUESTION_TEXT
Describe Deming’s 14 points.
SCHEME OF
EVALUATION
Deming’s business philosophy is summarized in his famous 14
points listed below1. Constancy of purpose
2. The new philosophy
3. Cease dependence on mass inspection
4. End lowest tender contracts
5. Improve every process
6. Institute training on the job
7. Institute leadership
8. Drive out fear
9. Break down barriers
10. Eliminate exhortation
11. Eliminate arbitrary numerical targets
12. Permit pride of workmanship
13. Encourage education
14. Top management commitment and action.
QUESTION_TYPE
DESCRIPTIVE_QUESTION
QUESTION_ID
119986
a. Explain JIT and SMED
QUESTION_TEXT
b. Explain the Baldridge model
c. Explain the concept of cost of poor quality
a.
(4 marks)
JIT: Just-in-time production is all about supplying customers with
what they want and when they want it and aims to minimize
inventories by producing only what is required and when it is
required. – Explanation
SCHEME OF
EVALUATION
SMED: Single Minute Exchange of Die is a system for quick
changeovers of dies, fixtures, tools etc between set ups and change
in products. – Explanation
b.
Baldrige model:
*
Leadership
(4 marks)
*
Strategic planning
*
Customer and market focus
*
Measurement, analysis and knowledge management
*
Workforce focus
*
Process focus
*
Business results which include customer, product and service,
financial and market, organizational effectiveness and governance,
and social responsibility results
c.
Cost of poor quality: (2 marks)
1.
Cost of labour to fix the problem
2.
Cost of extra material used
3.
Cost of extra utilities
4.
Cost of lost opportunity
*
Loss of sales/revenue (Profit margin)
*
Potential loss of market share
*
Lower service level to customers/conumers