QUESTION BANK

K.S.RANGASAMY COLLEGE OF TECHNOLOGY, TIRUCHENGODE – 637 215

MECH
(An Autonomous Institution, Affiliated to Anna University, Chennai)

Programme B.E./ B.Tech. Year /Semester III & IV / VI & VIII

Branch EEE, CSE, TEXT & MCT Regulation R - 2014
Course Code & Name 40 HS 003 – Total Quality Management Academic Year 2019 - 2020

SYLLABUS:
K.S. Rangasamy College of Technology - Autonomous Regulation R 2014
40 HS 003 - Total Quality Management
Common to all branches
Hours / Week Credit Maximum Marks
Semester Total hrs
L T P C CA ES Total
VI & VIII 3 0 0 45 2 50 50 100
To understand the Total Quality Management concept and principles and the various tools
Objective(s) available to achieve Total Quality Management, statistical approach for quality control, ISO and
QS certification process and its need for the industries.
At the end of the course, the student will be able to
1. Recognize the basic concepts of total quality management.
2. List the role of senior management.
3. Identify the customer satisfaction, retention and employee involvement.
Course 4. Locate the continuous process improvement techniques.
outcomes 5. List the seven tools of quality and new seven management tools
6. Demonstrate concept of six sigma.
7. Implement the concept of quality function deployment.
8. Assess the total productive maintenance, failure mode and effect analysis.
9. Demonstrate the need for ISO 9000 and other quality system.
10. Categorize the quality auditing.
Introduction
Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality
Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Quality Council,
Quality Statements, Deming Philosophy, Barriers to TQM Implementation.

TQM Principles
Customer satisfaction, Customer Perception of Quality, Customer Complaints, Service Quality, Customer
Retention, Employee Involvement, Empowerment, Teams, Recognition and Reward, Performance Appraisal,
Benefits, Continuous Process Improvement, Juran Trilogy, PDSA Cycle, 5S, Kaizen, Supplier Partnership,
Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development, Performance Measures-
Basic Concepts, Strategy.

Statistical Process Control (SPC)

The tools of quality, Statistical Fundamentals, Measures of central Tendency and Dispersion, Population and
Sample, Normal Curve, Control Charts for variables and attributes, Process capability, Concept of six sigma.

TQM Tools
Benchmarking, Reasons to Benchmark, Benchmarking Process, Quality Circle, Quality Function Deployment
(QFD). House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, Total Productive Maintenance
(TPM), Concept, Improvement Needs, FMEA–Stages, Types.

Quality Systems
Need for ISO 9000 Quality Systems, ISO 9001:2008 ISO 14000 Quality Systems, Elements Concepts,
Implementation, Documentation, Quality Auditing, Requirements and Benefits, Non Conformance report, Case
Studies on Educational System.

Text book (s) :

1 Dale H.Besterfiled, et al., “Total Quality Management”, Pearson Education Asia, 1999. (Indian reprint
2002).

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 Reference(s) :
James R.Evans& William M.Lidsay, “The Management and Control of Quality”, (5th Edition), South-
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Western (Thomson Learning), 2002.
2 Feigenbaum.A.V. “Total Quality Management”, McGraw Hill, 1991.
3 Jayakumar.V, Total Quality Management”, Lakshmi Publications, 2006.
4 Suburaj, Ramasamy “Total Quality Management”, Tata McGraw Hill, 2005.
Note: Use of Statistical tables is permitted
UNIT 1: INTRODUCTION (CO1 & CO2)
Q.NO. QUESTIONS MARKS COs Blooms
Level
1. a Define quality. 2 CO1 Kn
b Explain the dimensions of quality with an example. 8 CO1 An
c Describe the 14 points of Deming philosophy. 10 CO2 Ap
4. a State the vision statement with an example. 4 CO2 Kn
b Explain the steps in quality planning. 6 CO2 Ap
c Illustrate the various analysing techniques for quality cost. 10 CO1 An
7. a List the benefits of TQM. 4 CO1 Kn
b Discuss about the cost of prevention in quality costs. 6 CO1 An
c Explain the evolution process of total quality management in detail. 10 CO2 Kn
10. a Define quality cost. 2 CO1 Kn
b Describe Internal failure cost. 6 CO1 An
c Explain quality council and its importance in detail. 12 CO2 Ap
13. a List the persons who contributed for TQM. 2 CO2 Kn
b Describe the seven habits of a highly effective people. 8 CO2 An
c Explain the basic concepts of total quality management in detail. 10 CO1 Ap
16. a Discuss about cost of appraisal. 4 CO1 Kn
b Present the quality policy statement with an example. 6 CO2 Ap
c Explain the principles of total quality management in detail. 10 CO1 Ap
19. a List the costs of external failure of a product. 4 CO1 Kn
b Describe the barriers in TQM. 6 CO1 Kn
c Illustrate the quality statements and their importance. 10 CO2 Ap
22. a Discuss about the mission statement with an example. 4 CO2 Kn
b Explain the characteristics of a good quality leader. 8 CO2 Kn
c Analyze the dimensions of quality for a smart phone. 8 CO1 An

UNIT 2: TQM PRINCIPLES (CO3 & CO4)

Q.NO. QUESTIONS MARKS COs Blooms
Level
1. a Draw the Teboul customer satisfaction model. 2 CO3 Kn
b Explain the concept “continuous process improvement” in TQM. 10 CO4 Ap
c Describe employee involvement with Maslow and Herzberg theories. 8 CO3 An
4. a Differentiate between internal customers and external customers. 2 CO3 An
b Explain the PDSA cycle with an example. 10 CO4 Ap
c Describe the need for “Employee empowerment” in quality improvement. 8 CO3 Ap
7. a Outline the concepts of KAIZEN. 4 CO4 Kn
b Explain the customer perception of quality and Kano model in detail. 8 CO3 An
c Describe performance measures and it’s importance in an organization. 8 CO4 An
10. a Write the importance of customer retention in an industry. 2 CO3 Kn
b Describe the roles of team members of a project in detail. 8 CO4 Ap
c Explain the methods to collect customer complaints/feedback. 10 CO3 An
13. a List the types of teams. 2 CO4 Kn
b Describe the procedure to apply “5S” principle in an industry. 8 CO4 Ap
c Explain the elements of the service quality. 10 CO3 An
16. a What is supplier rating? 2 CO4 Kn
b Explain the components of Juran trilogy. 8 CO4 Ap
c Discuss the need of recognition and reward to employees in an organization. 10 CO3 An
19. a Define the term “Team”. 2 CO4 Kn
b List the principles of customer- supplier relations. 8 CO4 Ap
c Describe the characteristics of a successful team. 10 CO3 An
22. a List the three types of sourcing in supplier partnership. 2 CO4 Kn

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 b Write the procedure for supplier selection. 8 CO4 An
c Explain the performance appraisal concept in detail. 10 CO3 An

UNIT 3: STATISTICAL PROCESS CONTROL (CO5 & CO6)

Q.NO. QUESTIONS MARKS COs Blooms
Level
1. a Discuss the use of check sheets in statistical process control. 4 CO5 Kn
b Explain the use of Interrelationship diagram with sketches. 8 CO5 Ap
c Describe the concept of Six Sigma in detail. 8 CO6 An
4. a Write the applications of “np” chart. 2 CO6 Kn
b Describe the process capability analysis. 8 CO6 An
c Explain cause and effect diagram in statistical process control. 10 CO5 Ap
7. a List the attribute control charts. 2 CO6 Kn
b Explain the measures of central tendency in statistics with examples. 8 CO6 An
c Illustrate the activity network diagram. 10 CO5 Ap
10. a Discuss the measures of dispersion in statistics. 4 CO6 Kn
b Construct the process decision program chart and explain prioritization 8 CO5 Ap
matrices.
c Determine the median, mode, range and standard deviation for the height of 8 CO6 An
seven people. Data are 1.83, 1.91, 1.78, 1.80, 1.83, 1.85, 1.87 meters.
13. a Differentiate between variable control charts and attribute control charts. 4 CO6 An
b Explain the normal curve in statistics. 8 CO6 Kn
c Explain matrix diagram and its applications. 8 CO5 Ap
16. a Write the applications of X bar chart and R chart. 4 CO6 Kn
b Discuss the terms population and sample in statistics. 6 CO6 Ap
c Explain the tree diagram with sketches. 10 CO5 An
19. a Discuss about forced field analysis. 4 CO5 Kn
b Construct an affinity diagram and list its applications. 6 CO5 Ap
c Determine the trial central line and control limits for a p chart using the 10 CO6 An
following data, which are for the payment of dental insurance claims. Plot the
control chart and determine if the process is stable.
Subgrou Number Subgrou Number
Number Number
p Noncon- p Noncon-
Inspected Inspected
Number forming Number forming
1 300 3 14 300 6
2 300 6 15 300 7
3 300 4 16 300 4
4 300 6 17 300 5
5 300 20 18 300 7
6 300 2 19 300 5
7 300 6 20 300 0
8 300 7 21 300 2
9 300 3 22 300 3
10 300 0 23 300 6
11 300 6 24 300 1
12 300 9 25 300 8
13 300 5
20. a Briefly discuss about Pareto diagram. 4 CO5 Kn
b Describe the Histogram and Process flow diagram. 6 CO5 Ap

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 c The following table gives the average and range in kilograms for tensile tests 10 CO6 An
on an improved plastic cord. The subgroup size is 4. Determine trial central
line and control limits. Plot X bar and R control charts. (For subgroup size 4,
value of A2 = 0.729, D4 = 2.282, D3 = 0)
Sub Sub Sub
group X bar R group X bar R group X bar R
Number Number Number
1 476 32 10 482 26 19 506 23
2 466 24 11 498 25 20 476 25
3 484 32 12 464 24 21 485 29
4 466 26 13 484 24 22 490 25
5 470 24 14 482 22 23 463 22
6 494 24 15 506 23 24 469 27
7 486 28 16 496 23 25 474 22
8 496 23 17 478 25
9 488 24 18 484 24

UNIT 4: TQM TOOLS (CO7 & CO8)

Q.NO. QUESTIONS MARKS COs Blooms
Level
1. a Define benchmarking. 2 CO7 Kn
b Explain the quality circle process in detail. 8 CO7 An
c Describe the steps to implement TPM concepts in an organization. 10 CO8 Ap
4. a Define quality circle. 2 CO7 Kn
b List the benefits of QFD. 6 CO7 Kn
c Explicate the design FMEA documentation procedure. 12 CO8 An
7. a Define QFD. 2 CO7 Kn
b Explain Taguchi’s quality loss function with equations. 8 CO7 Ap
c Describe the process FMEA documentation procedure. 10 CO8 An
10. a Define TPM. 2 CO8 Kn
b List the benefits of FMEA. 8 CO8 Kn
c Describe the phases of QFD process in detail. 10 CO7 Ap
13. a List the types of Taguchi’s loss function. 2 CO7 Kn
b Write the reasons for benchmarking. 6 CO7 Kn
c Explain the stages of FMEA in detail. 12 CO8 An
16. a Define FMEA. 2 CO8 Kn
b List the goals of TPM. 6 CO8 Kn
c Explain the procedure to build a house of quality. 12 CO7 Ap
19. a Define reliability. 2 CO8 Kn
b Explain the applications of FMEA with an example. 8 CO8 Kn
c Describe the benchmarking process in detail. 10 CO7 Ap
22. a Write short notes about RPN. 4 CO8 Kn
b List the reasons to implement TPM in an industry. 6 CO8 Kn
c Illustrate the procedure to develop a relationship matrix between WHATs and 10 CO 7 An
HOWs in QFD.

UNIT 5: QUALITY SYSTEMS (CO9 & CO10)

Q.NO. QUESTIONS MARKS COs Blooms
Level
1. a Write the need for quality management systems. 4 CO9 Kn
b List the benefits of environmental management system. 6 CO9 Kn

c Explain the internal audit procedure in QMS. 10 CO10 Ap

4. a List the subdivisions of ISO 14000 series standards. 4 CO9 Kn
b Discuss the benefits of ISO registration. 6 CO9 Kn
c Explain the documentation procedure for quality management system. 10 CO10 Ap
7. a List the objectives of internal audit in QMS. 4 CO10 Kn
b Describe the procedure for the review of requirements related to the product. 6 CO10 Ap
c Explain the steps in the implementation of Quality Management System. 10 CO9 Ap
10. a Write short notes about NCR. 2 CO10 Kn
b Explain the procedure to select a registrar and registration process for 10 CO10 An
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 assessment and audit.
c Describe organizational evaluation standards in EMS. 8 CO9 Ap
13. a Differentiate between ISO 9000 and ISO 14000. 4 CO9 An
b List the ISO 9001: 2008 requirements. 6 CO9 Kn
c Describe the management responsibility in QMS. 10 CO10 Ap
16. a List the objectives of ISO 14001. 4 CO9 Kn

b Discuss the environmental policy in EMS. 6 CO9 Ap

c Explain the procedure to implement ISO in an engineering college. 10 CO10 Ap
19. a List the ISO series of standards. 4 CO9 Kn
b Describe the implementation and operation of EMS. 6 CO9 Ap
c Explain the requirements of ISO 14001. 10 CO10 Kn
22. a Discuss the concepts of ISO 14001. 4 CO9 Kn
b Draw the model of a process based quality management system. 6 CO9 Ap
c Explain the product evaluation standards in EMS. 10 CO10 An

Prepared by Module Coordinator HoD/ Program Coordinator

T.T.Rameshkumar Raja T.T.Rameshkumar Raja Mechanical Engineering