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Part -A
Q1what do you understand by Total Quality Management, what are the require
ments to implement TQM approach in an organization.
Ans Total quality management (TQM) is the organization-wide effort to install and make permanent a climate
in which it continuously improves its ability to deliver high-quality products and services to customers. While there
is no widely agreed-upon approach, TQM efforts typically draw heavily on the previously-developed tools and
techniques of quality control. As a business phenomenon, TQM enjoyed widespread attention during the late
1980s and early 1990s before being overshadowed by ISO 9000, Lean manufacturing, and Six Sigma
Total quality management can be summarized as a management system for a customer-focused organization that
involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the
quality discipline into the culture and activities of the organization.
Customer-focused. The customer ultimately determines the level of quality. No matter what an organization
does to foster quality improvementtraining employees, integrating quality into the design process,
upgrading computers or software, or buying new measuring toolsthe customer determines whether the
efforts were worthwhile.
Total employee involvement. All employees participate in working toward common goals. Total employee
commitment can only be obtained after fear has been driven from the workplace, when empowerment has
occurred, and management has provided the proper environment. High-performance work systems integrate
continuous improvement efforts with normal business operations. Self-managed work teams are one form of
empowerment.
Process-centered. A fundamental part of TQM is a focus on process thinking. A process is a series of steps
that take inputs from suppliers (internal or external) and transforms them into outputs that are delivered to
customers (again, either internal or external). The steps required to carry out the process are defined, and
performance measures are continuously monitored in order to detect unexpected variation.
Integrated system. Although an organization may consist of many different functional specialties often
organized into vertically structured departments, it is the horizontal processes interconnecting these
functions that are the focus of TQM.
o
Micro-processes add up to larger processes, and all processes aggregate into the business
processes required for defining and implementing strategy. Everyone must understand the vision,
mission, and guiding principles as well as the quality policies, objectives, and critical processes
of the organization. Business performance must be monitored and communicated continuously.
An integrated business system may be modeled after the Baldrige National Quality
Program criteria and/or incorporate the ISO 9000 standards. Every organization has a unique
work culture, and it is virtually impossible to achieve excellence in its products and services
unless a good quality culture has been fostered. Thus, an integrated system connects business
improvement elements in an attempt to continually improve and exceed the expectations of
customers, employees, and other stakeholders.
Strategic and systematic approach. A critical part of the management of quality is the strategic and
systematic approach to achieving an organizations vision, mission, and goals. This process, called strategic
planning or strategic management, includes the formulation of a strategic plan that integrates quality as a
core component.
Continual improvement. A major thrust of TQM is continual process improvement. Continual improvement
drives an organization to be both analytical and creative in finding ways to become more competitive and
more effective at meeting stakeholder expectations.
Fact-based decision making. In order to know how well an organization is performing, data on
performance measures are necessary. TQM requires that an organization continually collect and analyze
data in order to improve decision making accuracy, achieve consensus, and allow prediction based on past
history.
.
Q4 . What is Benchmarking, what are the steps you will follow to implement Be
nchmarking in an organization.
Ans Benchmarking is simply the comparison of one organization's practices and performance against
those of others. It seeks to identify standards, or "best practices," to apply in measuring and improving
performance
[7][8]
however a
review of the original United States Navy effort gives a rough understanding of what is involved in TQM.
The key concepts in the TQM effort undertaken by the Navy in the 1980s include:[9]
"Increased quality comes from systematic analysis and improvement of work processes."
Standing cross-functional teams responsible for the improvement of processes over the long term
Notable definitions
"not invented here" thinking among the very professionals who should be
seizing and using every tool they can
which will help their organizations improve. The quality profession if it is
worthy of such a term frequently
shows itself to be small-minded, insecure, inefficient and out of touch with the
commercial world in which we all
have to live and breathe and have our being.
No wonder that back in 1971 Phil Crosby told us, "the quality profession will
never be allowed to work on
tomorrow until we have proved that we can help with today." In far too many
companies that proof is yet to be
demonstrated.
The President of the US Registrar Accreditation Board, George Lofgren,
speaking for an article in
Quality Progress,
January 1996, said, "people like to over simplify things; they look for the silver
bullet in quality. They ask what is
the one thing I need to do? One of the biggest frustrations is that there is no one
thing. Quality encompasses a
very broad spectrum. It is a process of which ISO 9000 is just one
part."Introduction to ISO 9001:2008
All graphics
2009
The Victoria Group, Inc.
This is the ultimate truth.
There is no "one thing." Baldrige has its place; total quality in any one of its
many guises has a role. Contrary
to Dr. Deming, I would argue that management by objectives has a part to play.
So does investor confidence,
environmental, health and safety policy, social awareness, customer satisfaction,
employee motivation, benefits
and remuneration and all the thousand other aspects of running a business today.
The art of running a quality organization is a broad spectrum, complex business
where all of us should use
every tool we can lay our hands on to improve the way we operate on a daily
basis. Rather as the journey of a
thousand miles begins with one step, so the journey to the company of
tomorrow comes with a recognition that
what we are doing today isn't good enough ever. ISO 9000 can help take
your organization forward. If the
management commit to its disciplines, if the employees all cooperate, if the
process of creating the system is
fed out into the entire company and staff are truly empowered by the activity
K E Y E L E M E N T S O F T O TA L Q U A L I T Y
Q8 . With one example each, explain the seven basic tools of quality manageme
nt?
Ans The Seven Basic Tools of Quality is a designation given to a fixed set of graphical techniques identified
as being most helpful in troubleshooting issues related to quality.[1] They are called basicbecause they are
suitable for people with little formal training in statistics and because they can be used to solve the vast majority
of quality-related issues.[2]
The seven tools are:[3][4][5]
Check sheet
Control chart
Histogram
Pareto chart
Scatter diagram
The designation arose in postwar Japan, inspired by the seven famous weapons of Benkei.[6] It was possibly
introduced by Kaoru Ishikawa who in turn was influenced by a series of lectures W. Edwards Deming had given
to Japanese engineers and scientists in 1950.[7] At that time, companies that had set about training their
workforces in statistical quality control found that the complexity of the subject intimidated the vast majority of
their workers and scaled back training to focus primarily on simpler methods which suffice for most quality-related
issues.[8]
The Seven Basic Tools stand in contrast to more advanced statistical methods such as survey
sampling, acceptance sampling, statistical hypothesis testing, design of experiments, multivariate analysis, and
various methods developed in the field of operations research
Assignment C
01.) The inspection of the project through the implementation
phase is critical
to ensure that quality standards are being met. The use of
vendors is most often
required to obtain critical materials, components, or subassemblies. To
determine a vendors capabilities to produce to the specifications,
a shop
survey or audit of the vendor may be required. The areas for the
audit should
include .
A. facilities and shop space
B. experience and capability with similar work
C. quality assurance an control procedures
D. organization and quality of work in process
E. all of the above
Q2) The quality program may include the requirement for
witnessed inspections
of critical items for the project. When a subcontractor or vendor is
to conduct
a destructive test, the project manager must ensure the test is
validated
(witnessed) by a qualified member of his team. The purchase
order or contract
should contain a statement that requires the subcontractor or
vendor performing
the test to.
A. give a 30-day notice of when the test will be conducted and to
provide a
certificate of
completion within seven days following thetest
B. notify the project manager, in writing, of the date and
time for witnessing
the test
C. retain the residue of the item destroyed for a period of one
year following
completion of the
project
D. have present at the test at least three independent sources
(individuals) who
are qualified in
destructive testing procedures
E. report the results of the testing to an independent laboratory
for
confirmation and validation
of the procedures
Q3). The majority of advertisers appeal the public on the basis of
which of the
following?
A. Quality of product
B. Quality of staff
C. Inferiority of product
D. Inferiority of service
Q4). Which of the following was developed by Motorola to improve
its processes
by minimizing defects?
A.ISO 9000
B. Six sigma
C.QS 9000
D.TQM
Q5). The Father of statistical quality control is:
A. F. W. Taylor
B. Joseph M. Juran
C. Philip Crosby
D. Walter Shewhart
Q6). The process of evaluating overall project performance on a
regular basis to
provide confidence that the project will satisfy the relevant quality
standards
is called:
1. Quality Assurance
2. Quality Control
3. Quality Planning
4. Quality Review
Q7). The process of monitoring specific project results to
determine if they
comply with relevant quality standards is called:
A. Quality Assurance
B. Quality Control
C. Quality Planning
D. Quality Review
Q8). The practice of ceasing mass inspections and ending awards
based on price
is credited to:
A. Edward Deming
B. Philip Crosby
C. Juran
D. Pareto
Q9). Cost of quality includes:
A. Cost of all work to build a product or service that conforms to
the
requirements
B. Training programs
C. Cost of all work resulting from nonconformance to the
requirements
D. a and b
E. all of the above
Q10). The concept of zero inventory is called:
A. Six sigma
B. Continuous improvement
C. Just in Time
D. Zero defects
Qll). The zero defects concept
A. is a performance standard for management
B. is a motivational technique that promotes doing it
right the first time
C. is used by management to communicate to all employees that
everyone should do
things right the first time
D. A and C
E. B and C
B. The Operative
C. The Quality Manager
D. Everyone in the organization
Q18.) Whose concepts are referred to as statistical quality control
(SQC)?
A. Shewharts
B. Demings
C. Jurans
D. Crosbys
Q19) In which of the following operations great deal of variations
can occur?
A. Manufacturing
B. Distribution
C. Purchasing
D. Selling
Q20) Which of the following results in low costs?
A. High productivity and high capacity utilization
B. Low productivity and low capacity utilization
C. Low productivity and high capacity utilization
D. High productivity and low capacity utilization
Q21) which of the following statements is TRUE for ISO 9000?
A. Describes the principles of a quality management system and
defines the
terminology
B. Describes the requirements relative to a quality
management system either for internal use or
for contractual or certification purposes
C. Intended for internal use and not for contractual purposes,
focuses
particularly on continually
improving performance
D. Contains the guidelines for auditing quality management
and/or environmental
management
systems
Q22) Identify the example of prevention costs.
A. Quality planning
B. Re-inspection
C. Product recalls
D. Customer returns
Q23 ) How can the quality be computed?
A. Quality = Expectation/Performance
B. Quality = Performance/Expectation
C. Quality = Performance+Expectation
D. Quality = Performance-Expectation
Q24.) Which of the following focuses on results, not process, and
encourages
short-term behavior?
A. Typical American MBO system
B. Typical Japanese MBO system
C. Typical Chinese MBO system
D. Uncommon Chinese MBO system
Q25.) Which of the following is viewed as a Consistent Pair?
A. ISO 9000 and ISO 9004
B. ISO 1987 and ISO 1992
C. ISO 1992 and ISO 1997
D. ISO 9001 and ISO 9004
Q26.) How many maturity levels are there in the Capability
Maturity Model?
A. Four
B. Five
C. Six
D. Seven
Q27.) Which of the following is a unit for measuring process
performance
according to traditional view of quality?
A. Effective parts per thousand produced
B. Defective parts per thousand produced
C. Effective parts per hundred produced
D. Defective parts per hundred produced
Q28.)What are the ISO (International Organization for
Standardization) series
standards for industries such as automobiles?
A. ISO 9000
B. ISO 14000
C. QS 9000
D. AS 9000
Q29.) What is the objective of a TQM system?
A. Continuous improvement
B. Continual improvement
C. Business improvement
D. Process improvement
Q30.) Under which perspective of the balance scorecard, would
you classify the
operating cost management measurement?
A. The customer perspective
B. The business process perspective
C. The financial perspective
D. The learning & growth perspective
Q31.) Which of the following is the purpose of ISO 9001?
A. To define the minimum Quality Management System
requirements needed to
achieve customer satisfaction by meeting specified product
requirements
B. To determine metals and metalloids in airborne
particulate matter by
inductively coupled plasma atomic emission spectrometry
C. To ensure that the IT service management processes are
aligned both with the
needs of the business and with international best practice
D. To evaluate ultimate aerobic biodegradability of organic
compounds in aqueous
medium by determination of oxygen demand in a closed
respirometer
Q32.) Quality is one part of the three major parameters of a
project. When the
quality in a project exceeds the specifications that is called.
A. excellence
B. superior quality
C. deviation plus quality
D. gold plating
E. silver plating
Q33.) Zero Defects is an element of the quality management
philosophy that is a