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BA5107 TOTAL QUALITY MANAGEMENT

UNIT I INTRODUCTION
Quality – vision, mission and policy statements. Customer Focus – customer perception of quality, Translating
needs into requirements, customer retention. Dimensions of product and service quality. Cost of quality.

Q. Competence

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Part - A Level
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1 Define Quality. BTL 1 Remember
2 Compare Dimensions of product and service quality. BTL 2 Understand
3 Identify the equation that would quantify quality? BTL 3 Apply
4 Classify the characteristics of quality. BTL 4 Analyze
5 Discuss the duties of quality council. BTL 5 Evaluate

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6 Interpret the essential steps of quality planning? BTL 6 Create

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7 Define Hidden cost. BTL 1 Remember
8 Compare appraisal and failure costs. BTL 2 Understand
9 Define Return on Quality (ROQ). BTL 3 Apply
10 What conclusion can you draw on the term Service Quality? BTL 4 Analyze
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12
13
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How is Customer retention focused in TQM?
Interpret the barriers to TQM implementation.
Define prevention costs.
BTL 5
BTL 6
BTL 1
Evaluate
Create
Remember
14 Compare TQM & TQM frame. BTL 2 Understand
How would you show your understanding the purpose of translating customer Apply
15 BTL 3
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needs into product requirements.
16 Summarize the need for Customer Focus. BTL 4 Analyze
17 Classify the basic concepts of TQM. BTL 1 Remember
18 Define the term ‘Quality Cost’. BTL 2 Understand
19 Outline the elements of customer service. BTL 1 Remember
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20 Record the characteristics of Quality Vision statement. BTL 1 Remember

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Q.No Part - B Level Competence

How would you explain the steps to be undertaken for Customer retention
1 BTL 1 Remember
and Cost of Quality?

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2 How would you summarize customer complaints in details? BTL 2 Understand
(i)Sketch the Customer satisfaction Organizational Diagram and Explain.

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3 BTL 3 Apply
(ii) How do the customers perceive Quality? Discuss them in detail.
(i) How would you classify the dimensions of Quality? In detail. (7 Marks)
4 BTL 4 Analyze
(ii) Point out the relevance in Productivity Efficiency? (6marks)
Assess how to overcome the TQM Implementation Obstacles. Discuss any
5 BTL 5 Evaluate
eight Points.

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(i)Justify the components of Quality policy Statements. (8 Marks)

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6 (ii) Write down the importance of Quality policy statements with example. BTL 6 Create
(5marks)
7 Examine the term Service Quality, its characteristics and Expectations. BTL 1 Remember
Summarize the various dimensions of Product and Service Quality. Also
8 comment on the following statement “Service Quality is more difficult to BTL 2 Understand
define than Product Quality”.

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i) Determine a Quality plan for activities to be carried out by managers in
recent times highlighting the current trends. (6marks) BTL 3 Apply
ii) Show the cost of quality in detail.(7marks)
Find out the various components of cost of quality with the interrelationship
10 BTL 4 Analyze
among them in minimizing the total cost of quality.
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i) Examine the formulation of Vision, Mission and Quality Policy statements
11 of a Manufacturing Organization. (8marks) BTL 1 Remember
ii) Match the impact of Vision, Mission and Quality policy same.
12 Generalize the various principles of Quality Management in detail. BTL 2 Understand
Analyze the different TQM Framework with diagram.
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13 BTL 4 Analyze
i) Explain why and now we should retain the customer using an established
14 model.(7marks) BTL 1 Remember
ii) Describe briefly about customer’s perception on quality.(6marks)
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Q.No Part – C
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1 Enumerate the cost of quality and discuss in detail with respect to the service based industry
How will you improve customer focus in Indian industries? Draw the customer satisfaction
2
organizational diagram and explain
Name four ways that a college business school student could apply quality management
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principles at the personal level. Give example of data that could be collected in this effort.
Discuss how a fast food restaurant could measure its quality effectiveness using each of the following
4 definitions of quality: product – based, user-based, value-based, and
manufacturing-based.

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UNIT II PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT

Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa, Taguchi
techniques – introduction, loss function, parameter and tolerance design, signal to noise ratio. Concepts of

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Quality circle, Japanese 5S principles and 8D methodology

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Q. Competenc
Part - A Level
No e
1 Define brainstorming. BTL 1 Remember
2 Summarize the structure of QC. BTL 2 Understand
3 Identify the concept Taguchi define Quality. BTL 3 Apply

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4 Classify the four parts of Deming wheel. BTL 4 Analyze

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5 List the importance of A.V.Feigenbaum’s Cycle time reduction methodology. BTL 5 Evaluate
6 How would you show your understanding the benefits of Ishikawa Diagram? BTL 6 Create
7 Interpret the objectives of Quality circles. BTL 1 Remember
8 What is continuous process improvement? BTL 2 Understand
9 Outline the importance of Signal to Noise Ratio.
ee BTL 3 Apply
How would you show your understanding on the on the
10 BTL 4 Analyze
Juran’s quality planning?
11 Define companywide Quality. BTL 5 Evaluate
12 How would show your understanding of PDCA Cycle? BTL 6 Create
13 Explain ‘Quality Guru’. BTL 1 Remember
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14 What do you mean by Quality Circle? BTL 2 Understand
15 Classify any four principles of TQM. BTL 3 Apply
16 List the aspects of Juran Triology. BTL 4 Analyze
17 Interpret the importance of Crosby’s contention that Quality is free. BTL 1 Remember
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18 What is 8D methodology? BTL 2 Understand

19 Compare Kaizen and Kairyo. BTL 1 Remember
20 Define 5S. BTL 1 Remember
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Competenc
Q.No Part - B Level
e
1 Enumerate the fourteen points of Deming’s Philosophy. BTL 1 Remember

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2 Explain the concept of continuous improvement by TQM. BTL 2 Understand
i) How would you show your understanding on the contributions of

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Feigenbaum? (6marks)
3 BTL 3 Apply
ii) Illustrate the contribution of Ishikawa and Masaaki Imai’s towards quality
with suitable example? (7marks)
Explain the Juran Trilogy covering planning, control and improvement in
4 BTL 4 Analyze
detail. Why is it considered as one of the best approaches?

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Conclude the concept, framework and working methodology of Quality Circle
5 BTL 5 Evaluate

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with a case study.

6 Validate the contributions of Deming’s, Juran’s and Crosby’s for the Quality BTL 6 Create
Movement.
i) What are the objectives and characteristics of quality circles? (6marks)
7 ii) Find the role of various members in the structure of quality circles & list
ee BTL 1 Remember
out its benefits. (7marks)
(i)Generalize the Term Taguchi Quality Loss Function? (6marks)
8 (ii) Explain in detail the Quality Loss Function for various quality BTL 2 Understand
characteristics. (7 marks)
9 How would you show your understanding on the essentials PDCA Cycle? BTL 3 Apply
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10 Point out the functions of Quality Circle in Manufacturing Organization. BTL 4 Analyze
(i) How would you describe kaizen model? (8marks)
11 BTL 1 Remember
(ii)List out the merits of Kaizen model? (5marks)
i) Can you briefly explain the steps for problem solving in QC? (7marks)
12 ii) Mention atleast 10 guidelines/recommendations for a QC being BTL 2 Understand
implemented successfully. (6marks)
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(i) Examine the process of 5s in detail. (8marks)

13 ii) What are the factors required for the implementation of 5S principle? BTL 4 Analyze
(5marks)
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i) List out all the disciplines of 8D methodology. (7marks)

14 ii) List some benefits of using ‘8D’ methodology for problem solving. BTL 1 Remember
(6marks)
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Q.No Part - C
How would you show your understanding on framing 5s for a manufacturing company and classifying
1
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them?
2 Suggest some guidelines/recommendations for a QC being implemented successfully.
3 Do you think Crosby’s preachings are relevant today in the present context at India? Justify.
Cite atleast three organizational activities that can be categorized under management processes that
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comprise Juran’s quality trilogy.

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UNIT III STATISTICAL PROCESS CONTROL

Meaning and significance of statistical process control (SPC) – construction of control charts for
variables and attributed. Process capability – meaning, significance and measurement – Six sigma -
concepts of process capability. Reliability concepts – definitions, reliability in series and parallel, product

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life characteristics curve. Total productive maintenance (TMP), Terotechnology. Business process

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Improvement (BPI) – principles, applications, reengineering process, benefits and limitations.

Q.No Unit - III - Part - A Level Competence

1 What is Reliability management? BTL 1 Remember
2 Summarize the evolution of six sigma in Motorola company? BTL 2 Understand

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3 Write the features of Activity network diagram. BTL 3 Apply

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4 List the contribution of Statistical Process Control to Quality. BTL 4 Analyze
5 Can you assess the importance of TPM? BTL 5 Evaluate
6 What is the difference between control limits with specification limits? BTL 6 Create
7 What is Process capability Index? BTL 1 Remember
8 How the upper and lower capability indices are fixed?
ee BTL 2 Understand
9 Name some new management tools. BTL 3 Apply
What are the factors that distinguish six sigma concepts from traditional
10 BTL 4 Analyze
quality management concepts?
11 Discuss the six big losses that are to be eliminated by TPM. BTL 5 Evaluate
12 What is your opinion of Terotechnology? BTL 6 Create
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13 What is the significance of SPC? BTL 1 Remember
14 Outline the scope of business Process Improvement Principle. BTL 2 Understand
15 How would you show your understanding of PERT Diagrams? BTL 3 Apply
16 Can you make a distinction between failure mode and failure effects? BTL 4 Analyze
17 What is check sheet? BTL 1 Remember
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18 What is Type II Error? BTL 2 Understand

19 What is relationship diagram? When do you use it? BTL 1 Remember
20 Can you list the any application of BPR in Quality? BTL 1 Remember
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Q.N Competence
Unit - III - Part - B Level
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1 Compare and contrast between variable and attribute control charts. BTL 1 Remember
(i)Describe Product Life characteristics Curve and its Functional impact. (7

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2 Marks) BTL 2 Understand
(ii)Discuss about the Pillars of TPM. (6 Marks)

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(i)Review the concept Six Sigma in detail. (6 Marks)
3 (ii) How is a Six Sigma Programme implemented in an organization? BTL 3 Apply
Discuss the Steps involved in DMAIC & DMADV. (7 Marks)
Light bulbs are tested for their Luminance, with the intensity of brightness
desired to be within a certain range. Random samples of 5 Bulbs are chosen

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from the output and their luminance values measured the sample mean (X-

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Bar) and the standard deviation S are found. After 30 samples, the following
summary information is obtained.
30 30
∑ Xi=2550 ∑ Si=195 the specifications are 90±15 lumens.
i=1 i=1
4 (i) eeFind the Control limits for the X(Bar) and S charts. (3 Marks) BTL 4 Analyze
(ii) Assuming that the process is in control, estimate the process
mean and process std deviation. (4 Marks)
(iii) Find the process capability indices Cp and CPk and comment on
their values. (2 Marks)
(iv) If the target value is 90 lumens, find the capability index, CPm. (3
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Marks)
(v) What proportion of the output is Non conforming, assuming a
normal distribution of the Quality characteristics? (1 Mark)
Summarize the choice of control chart to draw the status of Process and its
5 BTL 5 Evaluate
Limitations.
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Construct in detail about the construction procedure for a Variable Chart

6 BTL 6 Create
with numerical example.
(i)What are the steps in implementing TPM. (7 Marks)
7 BTL 1 Remember
(ii) Explain how TPM will be useful to achieve quality? (6 Marks)
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Explain about six major losses which influence the OEE. Also explain the
8 BTL 2 Understand
methodology for computing OEE.
In a casting process, the results of the inspection of 10 lots of 125 items each
are given in the following table:
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No. 1 2 3 4 5 6 7 8 9 10
9 BTL 3 Apply
No. of
3 8 9 10 4 6 9 5 6 8
Defectives
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Compute trial control limits, plot appropriate chart and draw the conclusion.
In a injection moulding process, the results of the inspection of 10 lots of
100 items each are given in the following table:
No. 1 2 3 4 5 6 7 8 9 10
10 BTL 4 Analyze
No. of
13 3 9 4 10 6 7 15 4 2
Defectives
Compute trial control limits, plot appropriate chart and draw the conclusion.
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For the system shown in the figure 1, determine the system reliability for
2000 hour of operation, and find the MTTF. Assume that all 3 components
have an identical time-to – failure distribution that all 3 components have an
identical time to failure distribution that is exponential, with a constant
failure distribution that is exponential, with a constant failure rate of

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0.0005/hr. what is the MTTF of each component? If it is desired for the

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system to have a MTTF of 4000 hour, what should be the MTTF for each
11 component? BTL 1 Remember

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Figure 1: Systems with components in Parallel
(i) Explain in detail the series and parallel reliability models and the
implications for product design (6)

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(ii) A product is made up of components a,b,c,d,e,f,g,h,i and j. components
a,b,c and f have a 1/10,000 chance of failure during useful life. d,e,g and h
have a 3/10,000 chance of failure. Component I and j have a 5/10,000 chance
BTL 2 Understand

of failure. What is the overall reliability of the product? (7)

Define BPR. Explain the step by step process used for implementing BPR in
13 organization. BTL 4 Analyze
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(i)List the purpose of ‘p-chart’. Inspection was carried out on 15 samples
with sample size 25. Two samples had no defects, four samples had each one
defect five samples had each two defects, and remaining four samples had
14 BTL 1 Remember
each three defects. Determine the limits and centre line of p-chart. (8)
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(ii) What is the use of process capability indices? Give any two process
capability indices. (5)
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Q.No Unit - III - Part - C

1 Develop house of quality for designing a mobile phone.
In a capability study of a machine used for grinding a shaft to a diameter of 23.75±0.1mm of five
consecutive pieces has been taken for Seven Days.

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The diameters of these shafts are as given below:
I II III IV V VI VII

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23.80 23.78 23.78 23.78 23.76 23.76 23.78
2 23.76 23.81 23.80 23.76 23.82 23.74 23.81
23.77 23.76 23.77 23.75 23.79 23.78 23.80
23.73 23.76 23.77 23.77 23.74 23.76 23.70
23.78 23.75 23.77 23.78 23.79 23.73 23.76

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Construct the X bar and R Chart and comment the process.

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3 Explain the steps by steps process used for implemented BPR in the manufacturing organizations.
4 Write the step by step procedure to develop a TPM programme in an organization

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UNIT - IV TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT

Quality functions development (QFD) – Benefits, Voice of customer, information organization, House of
quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) – requirements of
reliability, failure rate, FMEA stages, design, process and documentation. Seven Tools (old & new).
Bench marking and POKA YOKE

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Q.No Unit - IV- Part - A Level Competence
1 What are the objectives of QFD? BTL 1 Remember
2 Will you state the benefits of QFD Process? BTL 2 Understand
3 Identify the six sections of a basic house of quality matrix. BTL 3 Apply
4 What are the various types of FMEA Process? BTL 4 Analyze

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5 What do you critically determining the number of Express Failure Mode? BTL 5 Evaluate

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6 Evaluate risk priority numbers. BTL 6 Create
7 Define FMEA. BTL 1 Remember
8 Summarize the uses of Bench marking BTL 2 Understand
9 Classify the seven tools of quality control. BTL 3 Apply
10 What are the types of check sheets commonly used?
ee BTL 4 Analyze
11 Why do you think matrix diagram is essential? BTL 5 Evaluate
12 Compare benchmark and pokayoke. BTL 6 Create
13 What is Benchmarking? BTL 1 Remember
14 Outline the sources of Benchmarking. BTL 2 Understand
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15 Identify the benefits of pokayoke. BTL 3 Apply
16 Classify the pokayoke frame work. BTL 4 Analyze
17 Define POKA YOKE. BTL 1 Remember
18 Will you state the four tools of quality? BTL 2 Understand
19 What is matrix data analysis diagram? BTL 1 Remember
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20 Why pokayoke is essential? BTL 1 Remember

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Q.N Competence
Unit - IV - Part - B Level
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What are the types of customer information? How is it collected? How it is
1 BTL 1 Remember
used in QFD?

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2 Describe the objectives, benefits and different phases of QFD? BTL 2 Understand

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How would you show your understanding of FMEA? Explain its procedure
3 BTL 3 Apply
for automotive organization
(i)Illustrate the features of FMEA? (6 Marks)
4 (ii) Enumerate the role of FMEA in TQM. Also highlight the scales used in BTL 4 Analyze
FMEA. (7 Marks)

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Evaluate the process FMEA can be applied for Software Product
5 BTL 5 Evaluate

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Development? Show in detail all the relevant steps in this case.
6 Plan and discuss about the Construction the House of Quality. BTL 6 Create
7 Describe any FOUR(old) Quality tools with examples. BTL 1 Remember
Will you state
Histogram (4 Marks)
8 ee BTL 2 Understand
Scatter diagram (4 Marks)
Pareto diagram (5 Marks)
“Creative solutions will emerge only from seven new management tools”
9 BTL 3 Apply
Discuss.
10 Examine the significance of ‘process decision programme chart’ BTL 4 Analyze
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How would you describe scatter diagram? Outline the steps used to
11 BTL 1 Remember
construct.
(i)Explain the reasons for Benchmarking? (7 Marks)
12 BTL 2 Understand
(ii) Interpret the term “POKA YOKE”. Discuss its applications. (6 Marks)
13 Categorize the Benchmarking process with an illustration. BTL 4 Analyze
14 Compare prevention based Pokayoke and Detection- based pokayoke BTL 1 Remember
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Q.No Unit - IV - Part - C

A coffee shop owner gets sudden increase in complaints about poor quality apply cause and effect
1
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diagram to this situation

2 Carry out FMEA analysis for the design of unmanned aerial vehicle.
3 “create solutions will emerge only from seven new management tool- discuss
Demonstrate the construction of HOQ in order to convert customer voices to the company
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requirements for a service industry.
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UNIT-V - QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION

Introduction to IS/ISO 9004:2000 – quality management systems – guidelines for performance
improvements. Quality Audits. TQM culture, Leadership – quality council, employee involvement,
motivation, empowerment, recognition and reward - TQM framework, benefits, awareness and obstacles

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Q.No Unit - V - Part - A Level Competence
1 Define ISO9000 BTL 1 Remember
2 What is the function of ISO 9000? BTL 2 Understand
3 Classify the objectives of ISO 9000 Quality System Standards. BTL 3 Apply
4 Outline the need for ISO9000. BTL 4 Analyze

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5 Elaborate quality system requirements BTL 5 Evaluate

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6 Interpret the necessity for Documentation BTL 6 Create
7 What is quality audit on the basis of area of coverage? BTL 1 Remember
8 What is quality audit? BTL 2 Understand
9 Identify the stages of Quality Audit. BTL 3 Apply
10 List the Role of Quality Council.
ee BTL 4 Analyze
11 What are the important aspects of employee involvement? BTL 5 Evaluate
What is your opinion on the indicators of Poor Motivation level
12 BTL 6 Create
among the Employees?
13 Define empowerment. BTL 1 Remember
What do you understand by the term Reward?
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14 BTL 2 Understand
15 What other way would you plan satisfy your employees? BTL 3 Apply
16 List any two TQM award and name any two Motivation Theory. BTL 4 Analyze
17 Identify the main idea of TQM leadership BTL 1 Remember
18 What are the obstacles to frame with TQM framework. BTL 2 Understand
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19 What is self actualization? BTL 1 Remember

20 Define the term ‘Empowerment’ in Quality aspecsts. BTL 1 Remember
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Q.No Unit - V - Part - B Level Competence

(i)Can you list the objectives and current status of ISO 9004:2000 Quality
1 Management System.(8 Marks) BTL 1 Remember

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(ii) List the elements of ISO 9000 and QS 9000 series.(5 Marks)

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Can you list the systematic procedure in getting the ISO 9004:2000
2 BTL 2 Understand
certification
(i)Summarize the necessity, required documents and benefits of
3 documentation of quality system. (8 Marks) BTL 3 Apply
(ii) Illustrate the various stages of quality auditing. (5 Marks)

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(i)Analyze the concept TQM Framework.
4 BTL 4 Analyze

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(ii) Describe about impact and types of Quality Audit.
How would you show your understanding of various principles of
5 leadership? Also highlight what leadership style is most appropriate in a BTL 5 Evaluate
total quality setting and why?
6 How would you summarize the characteristics of quality leaders? BTL 6 Create
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What are the responsibilities of senior management?
(i) What is the need for quality council? Discuss its function. (8 Marks)
(ii) Can you list the characteristics of successful teams. (5 Marks)
BTL 1
BTL 2
Remember
Understand
Discuss the responsibilities of the quality council coordinator? Explain the
9 BTL 3 Apply
quality structure in detail
(i) What is meant by employee involvement? Explain its benefits. (8
ad
Marks)
10 BTL 4 Analyze
(ii) How recognition and reward of employees improve employee
involvement. (5 Marks)
11 Explain the various motivational theory of individual employee in detail. BTL 1 Remember
12 Describe the implementation of Quality Audit in a Textile Industry. BTL 2 Understand
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13 How is recognition and reward related to employee involvement? BTL 4 Analyze

(i)What is the necessity, required documents and benefits of documentation
14 of quality system? (8 Marks) BTL 1 Remember
(ii) Can you list the obstacles of TQM implementation? (5 Marks)
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Q.No Unit - V - Part - C

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1 Describe the various elements of ISO 9000:2000.

2 Explain the steps followed to get ISO 9000 certification for an IT industry
‘Top management commitment (leadership)’ drives all other key success factors of TQM. Do you
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agree with the statement? Justify your answer quoting examples from Indian industry
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Efficiency has been defined as “doing things better” and effectiveness as “doing better things”.
4
Describe how benchmarking can be used to improve both efficiency and effectiveness.

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