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UNIT IINTRODUCTION
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
Part - A Level
No
Define Quality.
1. According to ISO quality can be defined as follows,”Quality is the totality
of characteristics of an entity that bear on its ability to satisfy stated &
implied needs”.
Garvin proposes eight critical dimensions or categories of quality that can serve as a framework for
strategic analysis: Performance, features, reliability, conformance, durability, serviceability,
aesthetics, and perceived quality.
1. Performance.
Responsiveness
2. Features Tangibles
3. Reliability Assurance
4. Conformance Empathy
5. Durability. Reliability.
6. Serviceability
7. Aesthetics
2 8. Perceived Quality BTL 2 Understand
Identify the equation that would quantify quality?
Q=P/E; P=Performance, E=Expectation.
3 If P>=E – Customers are Satisfied, P<E – Customers are Dissatisfied. BTL 3 Apply
Classify the characteristics of quality.
Performance.
Features.
Reliability
Conformance
Durability
Serviceability
Aesthetics or Style
4 Perceived Quality. BTL 4 Analyze
Discuss the duties of quality council.
1.Develop the core values, vision statement, mission statement and quality
policy statement.
2.Develop the strategic long-term plan with goals and the annual quality
improvement program with objectives.
3.Create education and training plan.
4.Determine and continually monitor the cost of poor quality.
5 BTL 5 Evaluate
Interpret the essential steps of quality planning?
Discover customer needs.
Customer positioning.
Predict the future.
Gap analysis.
Closing the gap.
Alignment.
Implementation
6 BTL 6 Create
Define Hidden cost.
Expense not normally included in the purchase price of an equipment or
7 machine, such as for maintenance, supplies, training, and upgrades BTL 1 Remember
Compare appraisal and failure costs.
Appraisal costs are associated with the vendors and customers evaluation of
purchased materials and services to ensure they are within specification. They
8 can include: Verification –. Quality Audits –.Vendor Evaluation BTL 2 Understand
Define Return on Quality (ROQ).
Quality is an investment.
9 BTL 3 Apply
10 What conclusion can you draw on the term Service Quality? BTL 4 Analyze
S ervice quality (SQ), , is a comparison of perceived expectations (E) of
a service with perceived performance (P), giving rise to the equation SQ=P-
E This conceptualistion of service quality has its origins in the expectancy-
disconfirmation paradigm.[2]
A business with high service quality will meet or exceed customer expectations
whilst remaining economically competitive.
13 BTL 1 Remember
Compare TQM & TQM frame.
According to ISO, “TQM is the management approach centred on quality, based
on the participation of all its members & aiming at long-term success through
customer satisfaction and benefits to all members of the organisation and to
society.
TQM framework includes Contributions of Quality gurus, concepts and
principles of TQM, tools used for realization of a product and service
14 BTL 2 Understand
How would you show your understanding the purpose of translating customer Apply
15 needs into product requirements. BTL 3
The Kano model is a theory of product development and customer
satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies
customer preferences into five categories
16 BTL 4 Analyze
Classify the basic concepts of TQM.
1.A committed and involved management to provide long-term top-to bottom
organizational support. Top management should be aware of currect situation
and needs to be commited towards TQM implementation.
2. Focus on the customer, both internally and externally.
Focus customer requirements and product/service expectations.
3. Effective involvement and utilization of the entire work force.
Involve emplyees in understanding the quality aspects and make them
accountable
4. Continuous improvement of the business and production process.
Continuous improvement in the process is required
5. Treat suppliers as your partners.
6. Establish performance measures for the processes.Develop tracking
mechanism for processes and improve it as per business requirements
17 BTL 1 Remember
18 Define the term ‘Quality Cost’. Costs ot quality refers to the cost BTL 2 Understand
that are incurred to ensure that the products and the services
confirm to product requirements. ( Cost of assurance )
Cost of Quality are cost associated with the non- achievement of
product or service quality as defined by the organisation and its
contracts and the society .
( Cost of non- conformance )
Elements of quality cost/types of quality cost:
1. Cost of prevention,2. Cost of appraisal, 3. Cost of internal failure, 4. Cost of
external failure
20 BTL 1 Remember
1
VALLIAMMAI ENGINEERING COLLEGE
DEPARTMENT OF MANAGEMENT STUDIES
BA5107 TOTAL QUALITY MANAGEMENT
QUESTION BANK
1 BTL 1 Remember
Summarize the structure of QC.
2 BTL 2 Understand
Identify the concept Taguchi define Quality.
aguchi defines quality as "the loss imparted by any product to society after
being shipped to a customer, other than any loss caused by its intrinsic
3 function" Even a small deviation from the target is also treated as a loss. BTL 3 Apply
Classify the four parts of Deming wheel.
4 BTL 4 Analyze
List the importance of A.V.Feigenbaum’s Cycle time reduction methodology.
Develop a Process Map
Understand the Customer's Time Bucket..
Study the Customer Demand Profile.
Study the Supply Profile.
Calculate current process task and cycle times.
Assess process capacity. ...
Identify waste that can be eliminated.
5 BTL 5 Evaluate
How would you show your understanding the benefits of Ishikawa Diagram?
cause and effect diagram has a variety of benefits: It helps teams understand
that there are many causes that contribute to an effect. It graphically displays
the relationship of the causes to the effect and to each other. It helps to
identify areas for improvement.
6 BTL 6 Create
Interpret the objectives of Quality circles.
Some of the broad objectives of the Quality Circle are:
(i) To improve quality, productivity, safety and cost reduction.
(ii) To give chance to the employees to use their wisdom and creativity.
(iii) To encourage team spirit, cohesive culture among different levels and
sections of the employees.
(iv) To promote self and mutual development including leadership quality,
(v) To fulfill the self-esteem and motivational needs of employees.
(vi) To improve the quality of work-life of employees.
7 BTL 1 Remember
What is continuous process improvement?
Continuous process improvement (CPI) is the act of
implementing improvements to a product, service or process. These changes
8 can either be incremental (over time) or breakthrough (all at once). BTL 2 Understand
Outline the importance of Signal to Noise Ratio.
Signal-to-noise ratio (often abbreviated SNR or S/N) is a measure used
in science and engineering that compares the level of a desired signal to
the level of background noise. It is defined as the ratio of signal power
to the noise power.
Signal to Noise Ratio:
It is a performance statistic developed by Taguchi. S/N ratio expresses
the ability of a system to cope with noise.
S/N ratio=10 log (`y2 /sy2 )
Y= sample mean; sy =Std deviation
9 BTL 3 Apply
How would you show your understanding on the on the
10 Juran’s quality planning? BTL 4 Analyze
Quality Planning is the process for "identifying which quality standards are
relevant to the project and determining how to satisfy them": Quality
planningmeans planning how to fullfill process and product
(deliverable) quality requirements.
11 Define companywide Quality. BTL 5 Evaluate
How would show your understanding of PDCA Cycle?
The 4 steps in the Deming Cycle are: Plan-Do-Check-Act (PDCA), also
known as Plan-Do-Study-Act or PDSA. Dr. Deming called the cycle the
Shewhart Cycle, after Walter A. Shewhart.
PDCA Cycle
12 BTL 6 Create
Explain ‘Quality Guru’.
Many prominent Quality Gurus have emerged within the quality field, but
some have stood out as key figures of quality. Most have passed away, but their
memory still lives on in the ideas, concepts, and methods that permeate our
quality thinking today.
16 BTL 4 Analyze
Interpret the importance of Crosby’s contention that Quality is free.
Philip Crosby was right when he said, "Quality is free," meaning that an
17 investment in improving quality pays itself back very quickly. BTL 1 Remember
What is 8D methodology?
Eight Disciplines Problem Solving is a method used to approach and to
resolve problems, typically employed by quality engineers or other
professionals. 8D has become a standard in the Auto, Assembly and other
industries that require a thorough structured problem solving process using a
team approach
18 BTL 2 Understand
Compare Kaizen and Kairyo.
Kaizen- Many small Improvements ,Is not dependant on
technology,Cheap
Kairyo- One Large Improvement, dependant on technology,Costly
19 BTL 1 Remember
Define 5S.
5S is a housekeeping technique (workplace organization method )that uses a
list of five Japanese words: seiri, seiton, seiso, seiketsu, and shitsuke. These
have been translated as "Sort", "Set In order", "Shine", "Standardize" and
20 "Sustain". BTL 1 Remember