Total Quality Management

Code:929A

General Instructions:
The student should submit this assignment in the handwritten form (not in the
typed format).
The student should submit this assignment within the time specified by the exam
dept.
The student should only use the Rule sheet papers for answering the questions.
The student should attach this assignment paper with the answered papers.
Failure to comply with the above Four Instructions would lead to rejection of
assignment ,
Specific Instructions:
There are four Questions in this assignment . The student should answer all the
four questions . Marks allotted 100.
Each question carries equal numbrs (25 marks) unless specified explicitly
Question 1
a) State Demings 14 points for quality management . Explain the
interrelataionships among them. How do they support each other? Why must
they be reviewed as a whole rather than individually?
b) Explain Jurans Quality Trilogy
Question 2
a) Discuss the steps involved in designing customer satisfaction surveys.
b) Discuss the role of human resource development and management in quality
management.
c) What is statistical experimentation or Design of experiments?
Question 3
a) What is meant by developing a culture of quality
b) What are the 4 Ms check list for Kaizen?
c) Explain the terms Corporate culture and organizational culture.
Question 4
a) What is meant by Testing for homogeneity? why is it necessary?
b) Distinguish between defect and defective giving examples?
c) Discuss the various reasons for failure of control charts in organizations.