Reg. No.

Question Paper Code :

M.B.A. DEGREE EXAMINATION, JANUARY 2011. First Semester

571103 TOTAL QUALITY MANAGEMENT (Regulation 2010) Time : Three hours Use of Statistical Table is Permitted

1. 2. 3. 4. 5. 6. 7. 8.

What are the obstacles of Total Quality Management? What do you mean by Customer perceived quality? What is Quality Trilogy?

What is 8D methodology?

What is Six- sigma concept of Process capability? Bring out the limitations of Re-engineering. What is QFD process? What is Matrix Data Analysis Diagram?

53

15
9. 10.

What is the necessity of documentation in ISO 9000 QMS? Write a note on Recognition and reward.

53 15
Answer ALL questions. PART A (10 2 = 20 marks)

53 15
50003
Maximum : 100 marks

PART B (5 16 = 80 marks) 11. (a) (i)

Discuss a typical TQM framework for an Indian Manufacturing/ service industry. (8) Examine the question of quality costs from the perspectives of (1) Cost Benefit Analysis approach and (2) Deming Kaizen approach. Or

(ii)

(b)

(i)

In the context of Total Quality Management, business strategy be seen as being synonymous with customer value strategy". How can firms provide value to their customers in their chosen business? (8)

(ii)

12.

(a)

(i)

(ii)

(b)

(i)

(ii) 13. (a) (i) (ii)

53 15
Or
Sample 1 2 3 Scratch 6 3 12

Discuss vision, mission and policy statements in the context of Total Quality Management. (8) Explain Crosbys Quality Management Maturity grid and its relevance in the present context. (8)

What, according to Japanese Quality Guru Taguchi, are the wider implications of quality assurance? Explain. (8)

Critically analyse the rationale of quality circles in the present context. (8) Discuss the contributions of Masaaki Imai. (8) (6)

Explain the relevance of TPM in TQM environment.

53

15

The number of scratch marks for a particular piece of furniture is recorded for samples of size 10. The results are shown in table below for 12 samples. Construct a chart for the number of scratch marks. Revise the control limits, assuming special causes for the out of control points.

53 15
(4+4=8)

50003

Sample 4 5 6 7 8 9 10 11 12

Scratch 8 9 7 17 5 6 4 8 7

Or (b) (i)

53

15

(ii)

53 15
Sample 1 2 3 4 5 6 7 8 9 10 11 12 Ave. length 50.3 48.4 48.5 49.1 52.6 46.2 50.8 52.2 49.5 51.7 52.5 47.8 4 2 5 4 3 4 3 4 5 4 5 3

Random samples of size 5 are selected on the length of a connector pin. For each sample, the sample mean and range (in millimeters) are calculated and shown in table below. The length specifications are 50 3.5mm. The daily production rate is 2000. The unit cost of scrap is Rs.50.00, and the unit cost of rework is Rs.12/Range

(1) (2)

Find the trial control limits for the X and R charts. (4) Assuming special causes for out of control points, find the revised control limits. (2) (3) Find the process capability index CPK, and comment on its value. (2) (4) Find the daily cost of scrap and rework. (2) Explain the principle of BPR and its applications. (6) 3

53 15
(10)

50003

14.

(a)

(i)

What are the different types of bench marking in relation to objects being benchmarked? How does benchmarking help an organization? (5 + 3 = 8) Construct a Cause & Effect diagram for house paint peeling or for a quality problem which bothers you very much. (8) Or

(ii)

(b)

15.

(a)

(i) (ii)

(b)

(i) (ii)

53

15
4

53 15
Or

A lawn mover manufacturer spent time and money redesigning a control for their most popular mover, only to find that customers were insensitive to the modification. So, when they began planning to redesign another of their models they wanted to be sure that this time round they would make changes the customer actually wanted. The company carried out market research and listed the following customer priorities quiet operation, works with wet grass, cuts long grass, reliable, light to carry, compact for storage and safe. The company also identified the technical priorities as follows: motor driven chain, blades, handle, controls and grass collection. Develop a house of quality using the information given above and conduct QFD analysis. Assume necessary data. (16) What are the important points in regard to initiating and sustaining change to a quality culture? Explain. (8)

Distinguish between intrinsic and extrinsic motivation. What kind of motivation TQM should emphasize and why? (4+4=8)

How could a firm create conditions that are conducive to generating commitment and self motivation among its people? Explain. (8) How does TQM integrate a humanistic approach with scientific methods? Can you identify some elements of each? (8)

53 15
50003