Reg. No. Question Paper Code : 87865 POST GRADUATE DIPLOMA EXAMINATION, FEBRUARY/MARCH 2013, Non-Semester Supply Chain Management 131503 — TOTAL QUALITY MANAGEMENT ‘Time : Three hours Maximum : 100 marks = PART A — (6 x 4 = 20 marks) Answer any FIVE questions, What is the relationship between quality and statistical process control? What are the costs included in the cost of quality (COQ)? What are the arcas involved in TQM? What.are the barriers to TQM implementation? What is the importance of quality in service? What is the philosophy behind continuous process improvement? What is the use of Pareto chart? What is a quality system? PART B— (4 x 16 = 64 marks) Answer ALL questions. (a) What are the eight dimension of quality? Explain them in detail. Or (©) Discuss Juran’s trilogy in detail. What are the improvement strategies adopted?10. iL 12, 13. (@) Discuss Deming's 14 points for improvement of quality in detail. Or (6) @) How is a cause and effect diagram used? Give an example. 8) (i) What are the different shapes of histograms? How are they interpreted? 8) (a) How are employees involved in quality management? How can they contribute to improve quality? Explain with examples, Or (b) When is business process reengineering used? How is it implemented? What are the benefits achieved? (a) @ Whats product benchmarking? Give an example. (8) (ii) What are the pillars of TPM? Discuss them in detail. @) Or (b) @) Discuss the environmental management system model with a diagram. ® (ii) What are the organisational benefits. of _ implementing environmental management system? ® PART C — (1 x 16 = 16 marks) Case Study — Compulsory, An automobile original equipment manufacturer notices that a large amount of capital is tied down in inventory and produced finished products. The profit margins are shrinking and the competitors are gaining on this established company. This company still maintain its old manufacturing practices and quality issues are cropping again and again. The warranty claims are eating into its profits due to poor finish. Discuss : (@) What new manufacturing technique is appropriate for this company? () How should the company prepare for it? (©) What are the human resource requirements to implement the new technique? (@)_ How can the suppliers help the company? (e) What are the expected results for the company? 2 87865Question Paper Code : 72065 POST GRADUATE DIPLOMA EXAMINATION, AUGUST 2012. ‘Non Semester Supply Chain Management 151503 TOTAL QUALITY MANAGEMENT ‘Time ; Three hours Maximum : 100 marks PART A — (5 x 4 = 20 marks) ‘Answer any FIVE questions. 1. Cana product meet all the dimensions of quality 2. Whatis cost of control? 3. How is TQM defined? 4, What are the consequences of lack of commitment of the senior managment in the implementation of TQM? 5. What is customer service? Why the strategies that have produced significant results in production are diffeult to implement in service onvironment? 7, What is the use of affinity diagram? What is an environmental management system? PART B— (4x 16 = 64 marks) ‘Answer ALL questions. 9, (a) Discuss any four basie concepts of TQM with examples. Or (b) Discuss the analysis of cost of quality for improvement with an example. 10, (a) Discuss 14 points of Deming for the improvement of an organisation and quality. Or (b) What are the barriers to TQM implementation? How are they overcome?iL. 12. ag (a) What are the major elements of customer service? Discuss any four in detail Or (b) @) What are the conditions necessary to create the employee empowerment environment? (8) Gi) What are the characteristics of successful teams? ®) (a) @) What are the strategies for process improvement? Discuss in detail, ) (ii) Discuss the implementation of a six sigma programme in detail. (8) Or (b) (i) What are the benefits of implementing a quality system? Discuss them in detail. (8) Gi) What are the requirements of ISO 14000 system? Discuss its elements, co) PART C — (1 x 16 = 16 marks) Case Study - Compulsory A 50 year old manufacturing company that supplies automobile parts finds it difficult to face competition in the last few years. Even though there are external reasons like imported components and arrival of foreign competitors, the company has figured out that the productivity is not optimum in its main plant. A visit to the plant showed that the workplace is not organized well. Unnecessary parts and tools occupied space. Duration of maintenance activities stretched beyond norms. Workers spent a large amount of time looking for tools and other accessories needed. Machine manuals are difficult to find, The shop floor was not clean and there were small accidents due to oil spilled on the floor. There was even confusion regarding the responsibilities of people. Any new standard was forgotten soon and the problems repeated again and again, People spent more time locating materials and finished products. Shipment deadlines were missed. The company decided to implement workplace organization and improve quality. Discuss : (a) What can be done to organize the work place? (b) How is it implemented? (© What are the expected outcomes? (@) What are the roles played by different categories of people to improve the situation? (e) Will all these activities improve productivity? 2 72065