Total Quality Management Question Bank UNIT I Part A 1. Dene Quality as per Ed. Deming 2.

. Dene Quality as per Crossby 3. Explain service quality. 4. What are the seven faces of Quality? 5. What are the elements TQM? 6. Mention any 4 principles of TQM 7. What are the basic concepts of TQM? 8. Why is it difficult to change organizational culture? 9. Write the equation that would quantify quality 10. What is meant by reactive and proactive behaviour? 11. What are the dimensions of quality 12. Dene TQM. Why TQM philosophy is so important in today's scenario? 13. What are the pillars of TQM? 14. What are the benets of TQM?

UNIT I Part B 1. List out the barriers of TQM implementation 2. Explain the principles of TQM 3. Explain the basic concepts of TQM 4. What are the different denitions of quality? Explain how it got evolved and what are Its prime concerns. 5. Compare the Deming and Juran approaches. 6. Explain about Demings philosophy. 7. Explain the contribution of Juran to the Quality movement. 8. Explain about the implementation steps of TQM and mention the importance of the management commitment. (10) (8) (5) (10) (6) (6) (8) (8)

9. Explain Juron Trilogy 10. Explain on Jurans 10 steps to quality improvement. l l. Explain the service quality with its characteristics and expectations. 12. Explain the dimensions of quality with examples. l3. Write notes on TQM Frame work UNIT II Part A 1. What do you understand by quality statement? 2. What are the quality statements? 3. What is meant by vision statement? Write a sample one sentence vision statement. 4. Explain empowerment 5. Explain supplier selection 6. Dene strategic planning 7. Why do the business people measure customer satisfaction? 8. What are the strategic goals of performance measure? 9. What is Kaizen? 10. What is customer satisfaction? 11. List the benets of team work. 12. Name the 5's. 13. What is the use of performance appraisal? 14. What are the reqd conditions to create empowered environment? 15. Draw the gure to depict customer satisfaction model 16. Customer retention is more powerful than customer satisfaction. Why? 17. Dene leadership. What are their roles? 18. What are the characteristics of successful quality leaders? 19. What are the customers perception on quality? 20. What are the characteristics of successful team? 21. What is PDSA cycle? UNITII Part B 1. Explain about strategic planning

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2. Explain the following Supplier rating & relationship development 3. Describe the various quality statements. Give examples. 4. Explain the key elements of partnering. 5. Explain the conditions for selection and evaluation ofsuppliers. 6. Explain the importance of 0lE\0l'D$l' satisfaction 7. Explain PDSA cycle 8. Discuss about the supplier partnership procedures. 9. Explain in detail the road map of quality planning 10. Describe the importance of customer retention in an organization 11. What are the characteristics of successful quality leaders 12. Write short notes on leadership roles. 13. Is customer complaint necessary for an organization? List the tools used for collecting customer complaints 14. Discuss the steps involved in the performance appraisal system 15. What is supplier partnering? Discuss the important elements to achieve customer supplier partnering relationship 16. Explain the phases of PDSA cycle with suitable illustrations 17. What are teams? Explain the different types of teams. 18. What is continuous process improvement? List various techniques to sustain continuous improvement 19. What is 5S? Explain the elements of5S principle in detail. 20. What are the factors required for the implementation of SS principle? What are their benets? 21. What is Kaizen? Explain the various aspects of Kaizen. In what way it sustains continuous improvement? (8) (10) (8) (16) (10) (10) (8) (5) (8) (6) (8) (8) (8) (8) (5) (16) (16) (8) (8) (6)

22. List the ten principles of ishikawa for customer / supplier relations. 23. What are the types of supplier sourcing? Enumerate the stages in supplier selection

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and evaluation. 24. Explain the various measures used in performance measurements.

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UNIT III Part A 1. List down the seven tools of quality. 2. List down the types of FMEA 3. Dene Bench marking. What are the different types? 4. Explain bench marking process. 5. What is the need for six sigma state? 6. What is bench marking? 7. What is Histogram? What are the various types of histograms? 8. What is Ishikawa Diagram? When do we use it? 9. State the Pareto principle. 10. When do we use Scater diagram? 11. What are control charts? What are the types? 12. When do we use afnity diagram? 13. What are the purposes of wee diagram? ' 14. Under what circumstances can one use Matrix diagram? 15. Why arrow diagrams are called pert diagrams? 16. What is FMEA? State its objectives. 17. State the four stages of FMEA. UNIT III Part B 1. Explain in detail - Six Sigma 2. Explain Process Capability 3. Discuss the objectives process, outcome and benets of FMEA 4. List the benets of FMEA 5. Explain the different steps involved in Failure Mode Effect Analysis with an example. 6. Explain About Benchmarking Process (8) (3) (8) (16) (6)

7. With a specic application compare the affinity diagram and relationship diagram in terms of getting highly lucrative solutions for managerial problems 8. Describe the different bench marking metrices that can be used in educational institutions. 9. Explain about the new seven tools of quality and its applications in detail UNIT IV -- Part A 1. List down the pillars of TPM 2. What are the goals of TPM? 3. What are the six big losses that are to be eliminated by TPM? 4. List the benets of implementing TPM 5. Explain Taguchi loss function 6. Give Taguchis denition of quality. 7. What is the signicance of Taguchis QLF? 8. List down any two of the analysis techniques for quality cost. 9. What do you mean by the term cost of quality? 10. Explain the concept of optimum cost of quality. 11. What is QFD? 12. Where do we need QFD? 13. What is meant by House of Quality? 14. Highlight the benets of QFD. 15. List the measures used in performance measurement. 16. What are the objectives of performance measures? UNIT IV-Part B 1. List the barriers of TPM implementation 2. Explain about the objectives and concept of TPM 3. ln what way TPM differs from the four maintenance techniques? Explain their relationships. 4. Write the step by step procedure to develop a TPM program in an orgnisation 5. Discuss about the analysis techniques for the quality cost (8) (10) (10) (6) (10) (16) (16) (16)

6. Describe the management techniques for establishing quality costs. 7. Explain about QFD process 8. Explain about the objectives, process, outcome and benets of QFD 9. Explain about the basic structure of House of Quality 10. List out the step by step procedure to build the house of quality. 11 . Describe the four phases of QFD 12. Explain briey 1) Taguchi Quality Loss Function 2) Pillars of TPM 13. Explain about quality council and quality planning 14. Explain the Taguchi quality loss function with an illustration 15. Dene Quality in terms of Taguchis words. What is the signicance of Taguchis QLF UNIT V -- Part A 1. Explain about NCR 2. Explain the need for quality systems in an organization 3. Dene environmental policy. 4. What are the elements of quality systems? 5. Explain the need for ISO 14000 quality systems 6. What are the ISO 9000 standards? 7. What is quality auditing? 8. What are the objectives of quality audits? 9. What is documentation? 10. List out the benets of documentation 11. What is QS 9000? 12. What are the objectives of QS 9000? 13. In what way ISO 14000 differs from ISO 9000 series quality system? UNIT V Part B 1. Explain Quality system auditing? 2. Discuss the implementation of ISO 9000: 2000 quality systems 3. Explain the steps involved in the implementation of Quality systems.

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4. Explain about the documentation prowess in ISO 9000 : 2000 system 5. Discuss ISO l4000 requirements and its benets. 6. Explain the classication of ISO 9000 quality system standards. 7. Explain about the philosophy and the requirements of ISO 9000: 2000 8. List the different types of quality audits available in practice and explain when each has to be carried nut. 9. Explain about the auditing process and role of external agencies 10. explain the requirements of Environmental Management systems 11. Discuss the benets of environmental management systems.

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