Total Quality Strategy question set 1

I Introduction 1. Define productivity. Explain in brief the various techniques of Productivity improvement. 2. Compare quality with productivity. 3. Give five definitions of quality. 4. Explain in brief the dimensions of quality and its significance. 5. Define total quality strategy and differentiate between old and new cultures of TQS. 6. Give a brief account of emergence of TQM with relevance to their contributors. 7. Highlight the remarkable contributions of these following renowned personalities in TQS. a. Dr.Shewart . b. Dr. Philip Crosby c. Dr. E .Deming d . Dr. Juaran e. Genichi Taguchi f. Taichei Ohino g. Dr. Yaji Akao 8. What is cost quality? Explain different types of quality costs with examples. 9. Differentiate between the concepts of life cycle costs and costs of pure quality, with adequate measures to control them. II Strategic planning for quality. 1. Write short notes on : a. Quality policy and objectives with examples. b. Quality council and quality circles. c. Quality statements with examples. d. Role of senior manager in TQS. e. Leadership for quality. f. Quality audit. 2. Explain in detail the jurans Trilogy. 3. Give brief account of following with examples the : a. Management controllable defects. b. Operator controllable defects. c. Sporadic and chronic problems of quality. 4. What is bench marking? Explain its significance. 5. Explain the steps involved in Bench marking with an example / case study. 6. List merits and demerits of bench marking. 7. Does bench marking lead to business competition? Narrate your ideas. III Customer relation and satisfaction 1. Explain KANO s model and explain satisfied customer, dissatisfied customer and delighted customer. 2. What is customer voice? Explain with fish bone diagram. 3. Briefly explain the following terms a. Employee empowerment. b. Internal customer. c. External customer. d. Business process. 4. Explain briefly the concept of value Engineering and analysis. 5. How you will improve the service quality? Give examples.

IV Quality and productivity tools 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Explain different types of statistical quality control techniques with their applications. Explain control charts for variable data with their mean value, UCL and LCL. Explain control charts for attribute data with their mean value, UCL and LCL. Draw X and R chart using appropriate data. Draw u and np chart using appropriate data. What do you understand by Acceptance sampling in inspection? Explain in brief. Explain OC curve with reference to producers risk, consumers risk, LTPD AND AQL. Detail single sampling plan and double sampling plan giving their flow charts. Give brief account of Total Productive maintenance. Give an account of PDSA cycle and its relation with different phases. Carryout FMEA for MINI DRAFTER in a standard format. Carryout FMEA for any choice in a standard format. Write short notes on 5s for quality improvement. Write short notes on Pokayoke, JIT, 6 sigma and SMED. Briefly describe problem solving tools such as affinity diagram, tree diagram, Matrix diagram, prioritization matrices and interrelationship diagram. 16. Explain with a neat sketch the concepts of quality function deployment. V Quality systems. 1. 2. 3. 4. Why does the company need to go for ISO 9000 certification? Discuss the six clauses in ISO-9001. Explain ISO-14000 Standards. Explain briefly the policy, manual, procedure and documentation with reference to quality systems. 5. What is internal and surveillance audit? Explain in brief. 05 10 10 10 05 10 5 5 10 10 5 10 10 5 10 12 12 5 15

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VI Supplier Relations. 1. Explain the basic concepts of Supply chain management. 2. What is assessment rating? how it is done for the supplier rating ? 3. What is vendor development? Explain? 10 10 10