1

QUEENSLAND UNIVERSITY OF TECHNOLOGY

School of CPME

Unit Code: ENN515

Title of Paper: Total Quality Management

Duration of Examination: Perusal: 10 Minutes

Working: 2 Hours

Examination material supplied by the University:

Examination Booklet

Examination material supplied by the Student:

Writing Implements
Calculators- Any type

Instructions to Student:

a. Four questions only to be attempted

b. All questions are of equal value
c. Notes may be made only on the examination paper during perusal time.

Surname: Given name:

Student number:
 2

Question 1

a. How would you define Quality? Why it is so important? How can a

University control the quality of its output (that is, its graduates)?
(2+2+2=6 marks)

b. List top three competitive factors for manufacturers today? Why customer
expectations and requirements are deemed conflicting to manufacturers?

(3+3=6 marks)
c. List three comparative characteristics of traditional quality control and
continuously improvement approach.
(4 marks)
d. Costs of quality
Increase over time
Decrease over time
Remain unchanged
None of the above
(2 marks)

e. List four tools of TQM and give examples of each of the tools practical use.
(4 marks)

f. At six sigma level of quality, the process has

3.4 defects per million
defects per million
120 defects per million
2700 defects per million

(3 marks)

Question 2

a. Describe what processes are and why it is important to manage them in

organisations. (5 marks)

b. Briefly outline the major steps in the process improvement methodology.

(5 marks)
c. Briefly explain the difference between ISO 9000, ISO 9001 and ISO9004.
(2 marks)

d. Construct a House of Quality matrix for a special low cost mobile phone for
students. Limit customer desires to five. Show how the designer might identify
the specific attributes that can be measured and controlled to meet the target
customers.
(13 marks)
 3

Question 3

a. Why should an organization, or business become ISO 9001 certified?

(4 marks)
b. List six Determinants of Service quality
(4 marks)

c. List six key Roles of Senior Management in the successful implementation of

TQM
(3 marks)

d. Assume that a certain quality characteristic has a specification of 0.5000.020.

An analysis of company records reveals that if the value of the quality
characteristic exceeds the target of 0.500 by the tolerance of 0.020 on either
side, the product is likely to fail during the warranty period and costs $50 for
repair.
i. Determine the Taguchi loss function for this situation.
ii. If the process deviation is only 0.010, what is the estimated loss?
(14 marks)
 4

Question 4

a. Boston Electric generator has been getting many complaints from its major
customer, Home station, about the quality of its shipments of home generators.
Daniel Shimshak, the plant manager, is alarmed that a customer is providing him
with the only information the company has on shipment quality. He decides to
collect information on defective shipments through a form he has asked his drivers
to complete on arrival at customers stores. The forms for the first 279 shipments
have been turned in. They show the following over the last 8 weeks:
Week No. of No. of Reason for Defective Shipments
Shipments shipments Incorrect Incorrect Damaged Trucks
with bill of truck load product late
defects loading
1 23 5 2 2 1
2 31 8 1 4 1 2
3 28 6 2 3 1
4 37 11 4 4 1 2
5 35 10 3 4 2 1
6 40 14 5 6 3
7 41 12 3 5 3 1
8 44 15 4 7 2 2

(i) Develop an approximate scatter diagram using total number of shipments and
number of defective shipments. Does there appear to be any relationship?
(ii) Draw a fish-bone chart showing the possible causes of the defective shipments.

(13 marks)

b. Five data entry operators work at the data processing department of Westpac
Bank. Each day for 30 days, the number of defective records in a sample of 250
records typed by these operators has been noted, as follows:
Sample No. Sample No. Sample No.
No. Defective No. Defective No. Defective
1 7 11 18 21 17
2 5 12 5 22 12
3 19 13 16 23 6
4 10 14 4 24 7
5 11 15 11 25 13
6 8 16 8 26 10
7 12 17 12 27 14
8 9 18 4 28 6
9 6 19 6 29 12
10 13 20 16 30 3

What is the average percent defective? What are the UCL and LCL for 3 control
limits? Draw an approximate control chart and comment on the process.

(12 marks)
 5

Question 5

a. The breaking strength of the grocery bags used by Maxi Markets is normally
distributed with mean of 15 kg and a standard deviation of 2 kg.
i. If a single bag is randomly selected, what is the probability that its
breaking strength is below 14 kg?
ii. If a random sample of three bags is selected, what is the probability
that the average breaking strength of the three bags is below 14 kg?
(12 marks)

b. Explain how a person using 2 control chart will more easily find samples
out of bounds than 3 control charts. What are some possible consequences
of this fact?
(3 marks)

c. Hi-Tech industries manufactures Z-band radar scanners used to detect speed

traps. The PCBs in the scanners are purchased from an outside vendor. The
vendor produces the boards to an AQL of 2% defectives and is willing to run a
5% risk () of having lots of this level or fewer defectives rejected. Hi-Tech
considers lots of 8% or more defectives (LTPD) unacceptable and wants to
ensure that it will accept such poor-quality lots no more than 10% of the time
(). A large shipment has just been delivered. What values of n and c should be
selected to determine the quality of this lot?
Sampling Plan Table:

(10 marks)

Question 6

a. Why are X and R-charts usually used hand in hand?

(4 marks)
b. What does it mean for a process to be "capable"?
(2 marks)

c. Pierre's Motorized Pirogues and Mudboats is setting up an acceptance sampling plan

for the special air cleaners he manufactures for his boats. His specifications, and the
resulting plan, are shown in the table below. In relatively plain English (someone else
will translate for Pierre), explain exactly what he will do when performing the
acceptance sampling procedure, and what actions he might take based on the results.
 6

(5 marks)

a. Meena Chavan Corps computer chip production process yields DRAM chips
with an average life of 1800 hours and =100 hours. The tolerance upper and
lower specification limits are 2,400 hours and 1,600 hours, respectively. Is this
process capable of producing DRAM chip to specifications? Discuss your
results.
(14 Marks)

END OF PAPER

Note: Standard Normal Distribution Table and Poisson Distribution Table are attached
next.
7
8
9