TOTAL QUALITY MANAGEMENT

B TECH VII SEM 2015-16

SECTION A
1. ATTEMPT ALL QUESTIONS
Q a) ISO, international organization for standardization is an independent, non-governmental
international organization with a membership of 162 national standards bodies. Through
its members, it brings together experts to share knowledge and develop voluntary,
consensus-based, market relevant International Standards that support innovation and
provide solutions to global challenges. International Standards make things work. They give
world-class specifications for products, services and systems, to ensure quality, safety and
efficiency. They are instrumental in facilitating international trade. They reflect a wealth of
international experience and knowledge.
Q b) Control charts are used to routinely monitor quality. There are 2 types of control charts
based on number of process characteristics to be monitored. Univariate control chart and
multivariate control chart. The control limits provide information about the process behavior
and have no intrinsic relationship to any specification targets or engineering tolerance. In
practice, the process mean (and hence the centre line) may not coincide with the specified
value (or target) of the quality characteristic because the process design simply cannot
deliver the process characteristic at the desired level. Control charts limit specification
limits or targets because of the tendency of those involved with the process (e.g., machine
operators) to focus on performing to specification when in fact the least-cost course of
action is to keep process variation as low as possible. Attempting to make a process whose
natural centre is not the same as the target perform to target specification increases process
variability and increases costs significantly and is the cause of much inefficiency in
operations. Process capability studies do examine the relationship between the natural
process limits (the control limits) and specifications, however.
Q c) The ability of an apparatus, machine, or system to consistently perform its intended
or required function or mission, on demand and without degradation or failure.

Q d) X-bar

n is the number of observations

k is the number of subgroups

Upper control limit:

Lower control limit:

Range

k is the number of subgroups.

Upper control limit:

Lower control limit:

Q e) Quality audit is the process of systematic examination of a quality system carried out by an
internal or external quality auditor or an audit team. It is an important part of
organization's quality management system and is a key element in the ISO quality system
standard, ISO 9001.
Q f) Quality inspection are measures aimed at checking, measuring, or testing of one or more
product characteristics and to relate the results to the requirements to confirm compliance.
This task is usually performed by specialized personnel and does not fall within the
responsibility of production workers. Products that don't comply with the specifications are
rejected or returned to improve.

Quality inspection of product design - At the design stage, verification or validation phase
- refers to assessing the status of compliance with the requirements enunciated by users or by
the designers. The resulting quality of the design is essentially unmeasurable and its
evaluation is characterized by a considerable objectivity.

Quality inspection of the design process - At this stage the task of inspection consists of
checking whether accepted or held methods and means of production, can produce quality
performance in accordance with the quality of design.

Quality inspection in the production stage - Inspection used to determine the compatibility
of the resulting quality of the product or fractional part of the documentation requirements
contained in the design or technology.

Thorough quality inspection - shall be carried out after completion of all stages of the
production process. Final product and its compatibility with the standard design is subject of
inspection.

Inspection one hundred percent, - which consists of subjecting the inspection of all units
produced. Due to time-consuming, this method is applied only to products manufactured
individually or in small series.

Statistical inspection - a lot of statistical inspection is assessed on the basis taken in a

random sample. Therefore, this form of control is called a sample inspection. Depending on
the size and frequency of sampling and the use of audit information to reverse effects on
the production process, control may be statistical in nature

Statistical inspection of the products

Statistical process control (SPC)

Q g) Mean Time between Failures (MTBF) is a measure of how reliable a hardware product or
component is. For most components, the measure is typically in thousands or even tens of
thousands of hours between failures. For example, a hard disk drive may have a mean time
between failures of 300,000 hours.
Mean Time To Failure (MTTF), which measures average time to failures with the modeling
assumption that the failed system is not repaired (infinite repair time). The defini tion of
MTBF depends on the definition of what is considered a system failure.
Q h) Statistical process control (SPC) is a method of quality control which uses statistical
methods. SPC is applied in order to monitor and control a process. Monitoring and
controlling the process ensures that it operates at its full potential.
Q

i)

In manufacturing,

Quality

is

a measure of

excellence

being free from defects, deficiencies and significant variations.

or

state

of

In the framework of evaluating grammar checkers we suggest the following specialisations of the
qualitative characteristics, based on ISO 9126:
Functionality:

the system should detect errors and specify what they are, thereby enabling the
user to correct them;
the system should not specify non-errors;
the system should be able to handle combinations of errors to some extent.

The present study focuses on this characteristic, since this is the one that has to do with
NLP.
Usability:

the user interface should have a form that makes the system easy and efficient to
use, e.g.
o dialogue;
o windows-based;
o text replacement;
o Marked-up copy.

Reliability:

the system should not crash or loop;

the system should always specify the same grammar error in the same context the
same way.

This characteristic will not be tested explicitly.

In addition to the characteristics proposed by ISO 9126, we suggest:
Customisability:

the system should allow the user a certain control over the functionality.

Customisability could be said to be part of functionality, but in our opinion it is a separate

characteristic.
Below, we concentrate on functionality, and the attributes, measures and methods attached to
that particular quality characteristic. Efficiency, maintainability and portability we find are of
importance to software developers and maybe certain purchasers of systems, but not relevant to
the NL focus of the present work. First, we consider the task in more detail.
Q j) Zero Defects is a management tool aimed at the reduction of defects through prevention. It
is directed at motivating people to prevent mistakes by developing a constant, conscious

desire to do their job right the first time. Its purpose is to communicate to all employees the
literal meaning of the words 'zero defects' and the thought that everyone should do things
right the first time. Zero Defects seeks to directly reverse the attitude that the amount of
mistakes a worker makes doesn't matter since inspectors will catch them before they reach
the customer. This stands in contrast to activities that affect the worker directly, such as
receiving a paycheck in the correct amount. Zero Defects involves reconditioning the
worker to take a personal interest in everything he does by convincing him that his job is
just as important as the task of the doctor or the dentist.

SECTION B
ATTEMPT ANY FIVE
2. Consumers choose goods and services based on the assumption that they will be rewarded
with value and satisfaction. Consumption is the process by which goods and services are used
and assigned a level of value by the consumer.
Quality + Price + Customer Service = Value and Satisfaction

3. The Shewhart control chart has a baseline and upper and lower limits, shown as dashed lines
that are symmetric about the baseline. Measurements are plotted on the chart versus a time
line. Measurements that are outside the limits are considered to be out of control. The
baseline for the control chart is the accepted value, an average of the historical check
standard values. A minimum of 100 check standard values is required to establish an
accepted value. he upper (UCL) and lower (LCL) control limits are:
UCL = Accepted value + k*process standard deviation
LCL = Accepted value - k*process standard deviation
Where, the process standard deviation is the standard deviation computed from the check
standard database. This procedure is an individual observations control chart. The previously
described control charts are depended on rational subsets, which use the standard deviations
computed from the rational subsets to calculate the control limits. For a measurement process,

the subgroups would consist of short-term repetitions which can characterize the precision of the
instrument but not the long-term variability of the process. In measurement science, the interest
is in assessing individual measurements (or averages of short-term repetitions). Thus, the
standard deviation over time is the appropriate measure of variability. To achieve tight control
of the measurement process, set
k=2
in which case approximately 5% of the measurements from a process that is in control will
produce out-of-control signals. This assumes that there is a sufficiently large number of degrees
of freedom (>100) for estimating the process standard deviation.
To flag only those measurements those are egregiously out of control, set
k=3
in which case approximately 1% of the measurements from an in-control process will produce
out-of-control signals.

4.

5.

6.
Graph used
in quality
control to
determine
the probability of
accepting production lots when using different sampling schemes.
It
shows
percentagedefectives along the horizontal ('X'), axis and probability of acceptance along the vertical ('Y')
axis. Lots having more than the acceptable percentage of defectives are rejected.
OC Curves or Operating Characteristic Curves refer to a graph of attributes of a sampling plan
considered during management of a project which depicts the percent of lots or batches which
are expected to be acceptable under the specified sampling plan and for a specified process
quality.
The specified sampling plan may be singular, sequential or iterative and may be using a
particular size of a sample depending upon the demands of the project and could yield the results
of acceptance or rejection based on specified criteria.
OC Curve Uses
* It helps in the selection of sampling plans
* It aids in the selection of plans that are effective in reducing risks.
* It can help in keeping the high cost of inspection low.
OC Curve Calculation
There are two ways of calculating the OC curves
1. Binomial Distribution
2. Poisson Formula
Types of OC Curve
Type A - Gives the probability of acceptance for an individual lot coming from finite production.
Type B - Gives the probability of acceptance for lots coming from a continuous process.

Type C - Gives the long-run percentage of product accepted during the sampling phase.

Fig(OC Curves)

7.

After sales service is the periodic or as-required maintenance or repair of equipment by

its manufacturer or supplier, during and after a warranty period. After sales service plays an
important role in customer satisfaction and customer retention. It generates loyal customers.
Customers start believing in the brand and get associated with the organization for a longer
duration. They speak good about the organization and its products. A satisfied and happy
customer brings more individuals and eventually more revenues for the organization. After sales
service plays a pivotal role in strengthening the bond between the organization and customers.
After sales service techniques include:

i)

Sales Professionals need to stay in touch with the customers even after the deal.
Never ignore their calls.

ii)

Call them once in a while to exchange pleasantries.

iii)

Any product found broken or in a damaged condition must be exchanged immediately

by the sales professional. Dont harass the customers. Listen to their grievances and
make them feel comfortable.

iv)

Take feedback of the products and services from the customers. Feedback helps the
organization to know the customers better and incorporate the necessary changes for
better customer satisfaction.

8. Control chart is a graphical representation of the collected information. It pertains to the

measured or otherwise judged quality characteristics of the sample or items. It depicts whether
there is any change on the characteristics of items since the start of the production run.
Control charts are classified as i) variable or measurement charts and ii) attribute charts
Former is further classified into X-bar and R- bar
Advantages
It indicates whether the process is in control or out of control
It determines processes variability and detects unusual variations taking place in a process
It ensures product quality level
It warns in time and if the process is rectified in time scrap percentage can be reduced
It provides information about the selection of the process and setting of tolerance limits.
Control charts build up the reputation of the organization through customer satisfaction.

9.

SECTION C
10.

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