Total Quality Management

Section A

1. Explain service quality.

2. Mention the various measurements of dispersion.

3. Explain the contribution of Juran to the quality movement.

4. Discuss about the implementation steps of TQM and mention the importance
of the management commitment.

5. Explain about the new seven tools of quality and its applications in detail.

6. Discuss about the need, types, construction and applications of control

charts.

7. Discuss about the objectives, process, outcome and benefits of Quality

Function Deployment (QFD).

8. Discuss about the documentation process in ISO 9000:2000 system.

Section-B

A spindle with specifications 20 0.05 mm was machined in a lathe. The standard

deviation of the spindle machined was found to be 0.25 mm.

1. Compute the capability index.

2. State whether the machining process in the lathe is capable of meeting the
specifications.

3. If the specifications are 10 2 mm for a particular quality characteristic and

the average repair coot is Rs. 200/-, determine the loss function. Determine the loss
at y=11.

Section-C

Question No. 1
Malcolm Baldrige national quality award is for (MBNQA)

Options

Total Quality Management

International Standard Organization

Total Productive Maintenance

Total Quality Control

Question No. 2

The process mapping is a ______ diagram.

Options

Data flow

Work flow

Circular

Audit

Question No. 3

Control chart is a

Options

Process monitoring tool

Process control tool

Both (a) and (b)

None of the above

Question No. 4

The objective of ISO-9000 family of Quality management is

Options

Customer satisfaction

Employee satisfaction
Skill enhancement

Environmental issues

Question No. 5

Total Quality Management (TQM) focuses on

Options

Employee

Customer

Both (a) and (b)

None of the above

Question No. 6

Which of the following is responsible for quality objective?

Options

Top level management

Middle level management

Frontline management

All of the above

8-TQM & ISO both focuses on

Customer

Employee

Supplier

All of the above

9-According to Deming, Quality problems are

Due to management

Due to method

Due to machine

Due to material
10-While setting Quality objective, ________ to be considered.

Material quality

Customer need

Market demand

All of the above

11-_______ helps organization reduce employee turnover and absenteeism.

Job design

Training & development

Wage revision

All of the above

12-CMM stands for

Capability maturity model

Capability monitoring model

Capability measuring model

Capability matching model

13-While setting Quality objective, ________ to be considered.

Customer need

Organizational need

Supplier need

Worker need

14-Which of the following is for Environment management?

ISO-9000

ISO-14000

ISO-26000

ISO-31000

Question No. 15
What perspective does Crosby adopt when defining quality?

Options

Fitness for purpose is the key.

Quality must be defined subjectively.

Setting and meeting specifications is the critical issue.

All of these.

Question No. 16

If "quality is free", why do authorities recognise that an improvement programme

needs investment?

Options

There is an inevitable worsening of quality during periods of change.

Reductions in prevention and appraisal costs lag behind investment in prevention.

It is never free.

Zero defects is not possible.

Question No. 17

Which of Lister's statements about poor service quality is incorrect?

Options

Being upset at treatment is the main reason given for stopping business.

Satisfied customers tell fewer people of their experience than dissatisfied ones do.

Each complaint may hide many unresolved problems.

Among those who complain, few will do business again even though their
complaints are handled effectively.

Question No. 18

Which two of the following were not given as a weakness of product standards?

Options

Applied only to some aspects of a product or service

Not recognised internationally

Simplicity

Limited scope

Question No. 19

What does the term kaizen mean when applied to quality?

Options

The place where activity takes place

Maintain a steady flow

Continuous improvement

Mutual dependence

Question No. 20

Which, according to our discussion, was not among the weaknesses of the 1987 and
1994 versions of ISO 9000?

Options

Weak links between product and process standards.

Insufficient guidance on improvement.

Including broad dimensions of customer satisfaction within the quality definition.

Universality meant average.

Question No. 21

Which of the following was not given as a key feature of Total Quality Management?

Options

Continuous improvement

Establishing clear specifications

Teamwork, trust and empowerment

Identifying customers and their needs

Question No. 22
What human factors did Dawson see as posing problems for the introduction of
TQM?

Options

Over-educated staff

TQM may make existing social tensions worse.

Hierarchical structures

Early enthusiasm may tail off quickly.

Question No. 23

What do the initials of the PDCA cycle stand for?

Options

Purpose, develop, carry out, assess

Plan, design, control, assess

Plan, do, check, act

Problem, diagnosis, conclusion, action

Question No. 24

Name the practice of examining the best practices in an industry or in the world and
using this knowledge as a basis for improvement.

Options

Divining

Benchmarking

Calibration

Brainstorming

Question No. 25

A control chart to record process performance usually identifies control limits and
specification limits. Which one of the following is true?

Options
 Control limits should equal specification limits to prevent any output outside
specification.

Control charts do not prevent poor quality output.

Designers always set upper and lower limits.

Control charts require complex statistical analysis to set them up.

Question No. 26 Marks - 10

Which item is not among the SERVQUAL dimensions?

Options

Reliability

Tangibles

Responsiveness

Quality

Question No. 27

Which organisation defines self-assessment as a comprehensive, systematic, and

regular review of the organisations activities and results referenced against a
model of business excellence?

Options

ISO 9000

Taguchi Institute

European Foundation for Quality Management (EFQM)

International Quality Foundation

Question No. 28

The concept of total quality control, i.e. that quality must be attended to at all
stages of the industrial cycle and throughout the organisation, is the creation of
which of the following pioneers?

Options

W Edwards Deming

Genichi Taguchi
Joseph M Juran

Armand Feigenbaum

Question No. 29

The so-called 'quality gurus' of total quality management (TQM) do NOT include
which one of the following?

Options

Joseph M Juran

Bill Cosby

Kaoru Ishikawa

W Edwards Deming

Question No. 30

The specific concerns of total quality management (TQM) include a number of

aspects. Which of the following is NOT normally associated with TQM?

Options

Covering all parts of the organisation

Primarily a 'worker' rather than a management activity

Inclusion of every person in the organisation

Meeting the needs and expectations of customers

Question No. 31 Marks - 10

The preferred method for achieving total quality in process output is to:

Options

Build and install an error-proof process and maintain it.

Rely on a team of highly trained and dedicated inspectors.

Rely on operator self-inspection and self-correction.

Perform inspection at the next process.

Question No. 32
Total quality management (TQM) programmes are more likely to remain effective if
a number of prescriptions are followed. Which of the following prescriptions should
NOT be followed?

Options

TQM does not become a separate 'bolt-on' set of activities.

TQM should become a substitute for normal managerial leadership.

Quality improvement relates to an operation's performance objectives.

Slogans and exhortations about TQM's effectiveness are avoided.

Question No. 33

One of the most powerful aspects to emerge from TQM is the concept of the internal
customer and supplier. This means that:

Options

It is the responsibility of the executive in charge of TQM to manage internal

customer-supplier relationships.

Every part of the organisation contributes to external customer satisfaction by

satisfying its own internal customers.

Service Level Agreements must be in place to ensure standards are met.

The product or service must be inspected prior to its delivery to the external
customer.

Question No. 34

Which of the following would NOT normally be considered as a costs of quality?

Options

Internal failure costs

Prevention costs

Marketing costs

Inspection costs

Question No. 35

Which one of the following would normally be considered as one of the costs of
quality?
Options

Marketing costs

Overhead costs

Appraisal costs

Transport costs

Question No. 36

Which of the following is NOT noted as a disadvantage of Feigenbaums approach to

total quality management?

Options

Does not discriminate between different kinds of quality context.

Action plan and methodological principles are sometimes vague.

Does not bring together the different management theories into one coherent
whole.

None of the above

Question No. 37 Marks - 10

TQM expands on earlier approaches to quality management. Which of the following

is ordered correctly from earlier to later ideas?

Options

Quality Control, Inspection, Quality Assurance, Total Quality Management

Quality Assurance, Quality Control, Inspection, Total Quality Management

Quality Assurance, Inspection, Quality Control, Total Quality Management

Inspection, Quality Control, Quality Assurance, Total Quality Management

Question No. 38

What is the Internal Service Rule?

Options

Service to external customers never exceeds service to internal customers.

 Service to internal customers depends on the extent of communication with
internal suppliers.

Service to internal customers is the most important form of service.

Service to internal customers depends on the culture of an organisation.

Question No. 39

Some organisations bring a degree of formality to the internal customer concept by

encouraging (or requiring) different parts of the operation to agree on:

Options

Formal provision agreements

Delivery agreements

Internal service agreements

Service level agreements

Question No. 40

Which of the following is an example of a service level agreement (SLA) between an

information systems support unit and a research unit in the laboratories of a large
company?

Options

The maximum response time to get the system operational should it fail.

The types of information that will be provided as standard .

The minimum up-time.

All of the above.

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