GE 8077 – Total Quality Management Department of EEE/Mech/Bio-Tech 2023-2024

GE8077 TOTAL QUALITY MANAGEMENT L T P C

3 0 0 3
OBJECTIVE:
 To facilitate the understanding of quality management principles and process.

UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product
and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and
Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer
complaints, Customer retention.

UNIT II TQM PRINCIPLES 9

Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement
- Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal -
Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering,
Supplier selection, Supplier Rating.

UNIT III TQM TOOLS AND TECHNIQUES I 9

The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology,
applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark,
Bench marking process - FMEA - Stages, Types.

UNIT IV TQM TOOLS AND TECHNIQUES II 9

Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss
function - TPM - Concepts, improvement needs - Performance measures.

UNIT V QUALITY MANAGEMENT SYSTEM 9

Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific
Standards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation—
Documentation—Internal Audits—Registration--ENVIRONMENTAL MANAGEMENT
SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of
ISO 14001—Benefits of EMS.

TOTAL: 45 PERIODS
OUTCOME:
 The student would be able to apply the tools and techniques of quality management to
manufacturing and services processes.

TEXT BOOK:
1. Dale H.Besterfiled, Carol B.Michna,Glen H. Besterfield,Mary B.Sacre,Hemant Urdhwareshe and
Rashmi Urdhwareshe, “Total Quality Management”, Pearson Education Asia, Revised Third
Edition, Indian Reprint, Sixth Impression, 2013.

REFERENCES:
1. James R. Evans and William M. Lindsay, "The Management and Control of Quality", 8th Edition,
First Indian Edition, Cengage Learning, 2012.
2. Janakiraman. B and Gopal .R.K., "Total Quality Management - Text and Cases", Prentice Hall
(India) Pvt. Ltd., 2006.
3. Suganthi.L and Anand Samuel, "Total Quality Management", Prentice Hall (India) Pvt. Ltd., 2006.
4. ISO 9001-2015 standards

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 GE 8077 – Total Quality Management Department of EEE/Mech/Bio-Tech 2023-2024

COURSE OUTCOMES (COs)

To understand the frame work of Total Quality Management emphasizing the importance
C404.1 :
of Quality and Customers
: To understand the TQM principles with reference to qualities of Leadership, Involvement
C404.2
and Team work for the continuous process improvement
To understand and apply the conventional and new management tool procedures for total
C404.3 :
quality Management
: To learn the various tools of Performance measures for the implementation of quality
C404.4
management
C404.5 : To understand the need for quality regulatory system and its documentation procedures

MAPPING BETWEEN COs, POs AND PSOs

PROGRAMME OUTCOMES (POs) PSOs

P
Cos
PO1 PO2 PO3 O PO5 PO6 PO7 PO8 PO9 PO10 PO11 PO12 PSO1 PSO2 PSO3
4
C404.1 - - - 1 1 2 1 2 2 1 2 2 1 - 1
C404.2 - - - - 2 2 1 2 3 2 2 2 - 1 3
C404.3 1 2 2 1 3 1 - 1 2 1 3 1 - - 2
C404.4 1 2 3 2 2 - - 1 - - 1 1 1 1 1
C404.5 - 1 - - 2 2 1 1 1 1 1 2 - - 1

RELATION BETWEEN COURSE CONTENTS WITH COs

Sl. Knowledge
Contents COs
No. level
UNIT I INTRODUCTION
Introduction, Need for quality , Evolution of quality, Definitions of
1 U/R C404.1
quality
2 U/R/Ap Dimensions of product and service quality C404.1
3 U/R Basic concepts of TQM and TQM Framework C404.1
4 U/R/Ap Contributions of Deming, Juran and Crosby C404.1
5 U/R Barriers to TQM, Costs of quality, Quality statements C404.1
Customer focus, Customer orientation, Customer satisfaction, Customer
6 U/AP C404.1
complaints, Customer retention
UNIT II  TQM PRINCIPLES
1 U/R/Ap Leadership - Strategic quality planning, Quality Councils C404.2
2 U/Ap Employee involvement - Motivation, Empowerment C404.2
3 U/Ap Team and Teamwork and Quality circles C404.2
4 U/Ap Recognition and Reward, Performance appraisal C404.2
5 U/Ap Continuous process improvement - PDCA cycle, 5S, Kaizen C404.2
Supplier partnership - Partnering, Supplier selection, Supplier
6 U/R/Ap C404.2
rating
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GE 8077 – Total Quality Management Department of EEE/Mech/Bio-Tech 2023-2024

COURSE OUTCOMES (COs)

UNIT III TQM TOOLS AND TECHNIQUES I

1 U/R/Ap The seven traditional tools of quality C404.3

2 U/R/Ap New management Tools C404.3
Six sigma: Concepts, Methodology, applications to manufacturing,
3 U/R/Ap C404.3
service sector including IT
4 U/R/Ap Bench marking - Reason to bench mark, Bench marking process C404.3
5 U/R/Ap FMEA - Stages, Types C404.3

UNIT IV   TQM TOOLS AND TECHNIQUES II

1 U/R/Ap Control Charts C404.4

2 U/R/Ap Process Capability C404.4
3 U/R/Ap Concepts of Six Sigma C404.4
4 U/R/Ap Quality Function Development (QFD) C404.4
5 U/R/Ap Taguchi quality loss function C404.4
6 U/R/Ap TPM - Concepts, improvement needs C404.4
7 U/R/Ap Performance measures. C404.4

UNIT V QUALITY SYSTEMS

1 U/R Need for ISO 9000 C404.5

2 U/R/Ap ISO 9001-2008 Quality System - Elements, Documentation C404.5
3 U/R Quality Auditing C404.5
4 U/R QS 9000 - ISO 14000 - Concepts, Requirements and Benefits C404.5
5 U/R/Ap TQM Implementation in manufacturing and service sectors C404.5
Topics beyond the Syllabus
1 U/Ap Case study related to quality auditing C404.5

R – Remember Ap – Apply An – Analyze

U – Understand E- Evaluate C-Create

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 GE 8077 – Total Quality Management Department of EEE/Mech/Bio-Tech 2023-2024

UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product
and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and
Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer
complaints, Customer retention.
PART – A BL
1 Define Total Quality Management (TQM). BL1
1. The art of managing the total organization to achieve excellence in all
spheres of activity. (Bester field).
2. The integration of all functions and processes within an organization in order
to achieve the continuous improvement of the quality of goods and services.
(Omachonu).

TQM is the management approach of an organization, centered on quality,

based on the participation of all its members and aiming at long-term success
through customer satisfaction, and benefits to all members of the organization
and to society.
Total -Made up of the whole
Quality -Degree of excellence a product or service provides
Management -Act, art, or manner of handling, controlling, directing,
etc.
TQM is an enhancement to the traditional way of doing business. It is
the art of managing the whole to achieve excellence. It is defined both a
philosophy and a set of guiding principles that represent the foundation of a
continuously improving organization. It is the application of quantitative
methods and human resources to improve all the processes within an
organization and exceed customer needs now and in the future. It integrates
fundamental management techniques, existing improvement efforts, and
technical tools under a disciplined approach.
2 What are the elements of TQM? (Jan/Feb 2022) BL1
There are eight key elements of TQM such as: Ethics, Integrity, Trust, Training,
Teamwork, Leadership, Recognition, Communication.
3 Mention the basic features of TQM. BL2
1. Management commitment, 2. Focus on customer (both

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 GE 8077 – Total Quality Management Department of EEE/Mech/Bio-Tech 2023-2024

external and internal),

3. Employee involvement, empowerment, 4. Continuous
improvement,
5. Treating suppliers as partners and 6. Establish performance measures
for processes.
4 What are the benefits of TQM? BL1
Improved quality, higher productivity, employee participation, teamwork,
working relationships, customer satisfaction, employee satisfaction,
communication, profitability, market share, and stock price performance
5 Define quality. (Nov/Dec 2022) BL1
Quality = Performance/Expectations
1. Predictable degree of uniformity and dependability at low cost and suited to
the market -Deming
2. Fitness for use – Juran
3. Conformance to requirements – Crosby
6 What are the various quality statements? BL2
Quality statements include the vision statement, mission statement, and quality
policy statement.
7 What is a vision statement? BL1
A short declaration of what an organization aspires to be in the future. It is an
ideal state that an organization continually strives to achieve. It is timeless,
inspirational, and becomes deeply shared within the organization
8 What is a mission statement? BL1
The mission statement answers the following questions: who we are, who are
our customers, what we do, and how we do it. The mission provides the guide
map, milestones for achieving the vision.
9 What is Deming cycle? BL1
P-D-S-A (Plan-Do-Study-Act) cycle of continuous improvement.
10 What are the major dimensions of product quality? (Nov/Dec 2017) BL3
Performance, features, usability, conformance to standards/specifications,
reliability, durability, maintainability, etc
11 What are the three levels of quality in the Kano model of customer BL3
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satisfaction?
1. Basic quality, 2. Performance quality and 3. Excitement quality.
The products corresponding to these three quality levels were termed as
‘Dissatisfies’, ‘Satisfiers’ and ‘Delighters/Exciters’ respectively in the Kano
model.
12 What is importance of customer retention? BL2
It costs a company six times more to sell a product to a new customer than it
does to sell to an existing one. Loyal customers generate more revenue, and are
also cheaper to maintain. Customer loyalty facilitates cross-selling/up-selling of
a company’s other products/services, and also acts as an effective barrier to the
entry of competition.
13 Distinguish between internal customer and external customer. BL4
External customer Internal customer
An external customer exists Every function within the organization
outside the organization and can (engineering, production, order
be defined in many ways – user, processing, etc.) has an internal
buyer, influencer. customer. Every person in a process is
He generally falls into one of considered a customer of the preceding
three categories: current, operation. For example, Manufacturing
prospective, or lost customer. is a customer for Purchasing, and
Dispatching is a customer for
Packaging.
14 What do you mean by service quality? BL1
Service quality is nothing but, Service duration, timeliness, completeness,
consistency, convenience, accuracy, courtesy, etc
15 What is meant by cost of quality? BL1
Quality costs are defined as costs associated with non-achievement of
product/service quality. In simple terms, quality cost is the cost of poor
products/services. All costs associated with poor quality and its correction are
integrated into one system to enhance the quality management function.
16 What are the four categories of quality costs? (Nov/Dec2016) BL2
1. Prevention costs, 2. Appraisal costs, 3. Internal failure costs and 4. External
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failure costs.
17 What are internal failure costs? BL1
These are costs required to identify, repair, replace, or dispose off defective
products/services prior to delivery to the customer.
18 Mention the names of some major contributors to the quality movement. BL2
(OR)
List the quality gurus in TQM.
1. Edwards Deming, 2. Joseph M. Juran, 3. Philip Crosby, 4. Feigenbaum, 5.
Ishikawa, 6. Taguchi, 7. Shingo and 8. Walter Shewhart.
19 Mention the four pillars of TQM? BL2
Customer satisfaction, continuous improvement, Quality leadership and
systems approach
20 What is the importance of customer focus for an organization? BL1
Customers are the most important asset of an organization. An organization’s
success depends on how many customers it has, how much they buy, how often
they buy, and how long they are retained (loyalty).
21 What is Deming’s “System of Profound Knowledge”?
Deming summarized his philosophy in what he called “A System of Profound
Knowledge”. It comprised of 4 parts:
1. Appreciation for a system, 2. Some knowledge of the theory of variation, 3.
Theory of knowledge, and 4. Psychology.
Deming recognized the synergy among these diverse subjects and developed
them into a theory of management.
22 What are some major obstacles to TQM implementation? (Nov/Dec 2022) BL1
Lack of management commitment, Inability to change organizational culture,
Improper planning, Lack of continuous training and education, Paying
inadequate attention to internal and external customers, Inadequate use of
empowerment and teamwork, Lack of employee involvement, Emphasis on
short-term results, etc.
23 What is customer satisfaction? BL1
Customer satisfaction is a measure of the degree to which a product or service
meets the customer's expectations.
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24 How can quality be quantified? (April/May 2016) BL3
Quality can be expressed as P/E, where P denotes performance and E denotes
expectation.
25 What do you mean by service quality? (April/May 2016; Nov/Dec 2017) BL2
Quality of service offered is judged based on the following dimensions:
Reliability, Responsiveness, Assurance, Empathy, Tangibles etc
26 What are the different ways to create customer oriented culture in an BL6
industry? (Nov/Dec 2016)
1. Base their values on customer feedback
2. Involve their employees in the development of values
3. Link these values to their brand
4. Encourage their employees to align their behaviors to the values.
5. Reward their employees for living the brand.
27 What are the four absolutes of quality defined by Crosby? (April/May BL3
2017)
1. Quality is defined as conformance to requirements, not goodness
2. The system for achieving quality is prevention, not appraisal
3. The performance standard is zero defects, not that's close enough and
4. The measure of quality is the price of non-conformance, not indexes.
28 Define quality policy statements. (April/May 2017; Nov/Dec 2017) BL2
 Quality policy statement  is a document developed by management to express
the directive of the top management with respect to quality.
29 What are the tangible benefits and intangible benefits of TQM? BL4
(Jan/Feb 2022)
The common tangible benefits would be cash flow, cash income, and
cost reduction. In essence, it is the net profit gain for a running business.
The intangible benefits would include raising customer satisfaction rate,
improved employee motivation, growing market share, and better
reputation for a company’s brand. In the IT industry, the intangible
benefits are important, especially for many startup companies.
30 Why is quality required in products and services today? MAY/JUNE 2014 BL3
Quality in business, engineering and manufacturing has a pragmatic
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interpretation as the non-inferiority or superiority of something; it is also

defined as fitness for purpose. Quality is a perceptual, conditional, and
somewhat subjective attribute and may be understood differently by
different people.
There are five aspects of quality in a business context:
 Producing – providing something.
 Checking – confirming that something has been done correctly.
 Quality Control – controlling a process to ensure
that the outcomes are predictable.
 Quality Management – directing an organization
so that it optimizes its performance through
analysis and improvement.
 Quality Assurance – obtaining confidence that a
product or service will be satisfactory. (Normally
performed by a purchaser.
31 List the characteristics of TQM. BL1
 TQM is a customer oriented
 TQM required a long term commitment for continuous improvement of
all processes.
 TQM is teamwork.
 TQM requires the leadership of top management and continuous
involvement
 TQM is a strategy for continuous improving performance at all
levels and in all areas of responsibility.
32 What are the general duties of a quality council? BL1
 Develop, with input from all personnel, the core values,
vision statement, mission statement, and quality policy
statement.
 Develop the strategic long-term plan with goals and the
annual quality improvement program with objectives.
 Create the total education and training plan.

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 Determine and continually monitor the cost of poor quality.

 Determine the performance measures for the organization,
approve those for the functional areas, and monitor them.
33 List the tools used for feedback. BL1
Comment cards, Customer questionnaire (online, phone and mail surveys),
Focus groups, Toll-free telephone lines, Customer visits, Report cards, Post
transaction surveys, Employee feedback, and Social media.
34 Define Customer complaint, Customer Retention and Customer care. BL2
A customer complaint may be defined as an expression of
dissatisfaction with a product/ service, either orally or in writing, from an
internal or external customer.

Customer retention is the process of retaining the existing customers. It

is obvious that customer retention is more powerful and effective than
customer satisfaction.

Customer care can be defined as every activity which occurs within the
organization that ensures that a customer is not only satisfied but also retained.
PART – B
1 Discuss in detail about the dimensions of quality in the context of BL6
service/product./ Compare the dimensions of product quality and service
quality with an example. (Nov/Dec 2016, Jan/Feb 2022, Nov/Dec 2022)
2 Explain the Juran’s view of TQM. / Discuss Juran’s principle of quality BL2
improvement. (April/May 2013) / Explain in detail about Juran Trilogy.
(April/May 2014; April/May 2016)
3 Explain the basic concepts and evolution of TQM (Jan/Feb 2022). BL2
4 Explain Deming’s principles for quality achievement. / Explain Deming’s BL2
fourteen principles of quality management. How do you feel that these will
be useful in today’s context in service industry? (April/May 2014; Nov/Dec
2016; Nov/Dec 2017,Jan/Feb 2022)
5 Elaborate the fourteen steps involved in Crosby’s total quality approach. BL2
(April/May 2017)
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6 Explain the TQM framework. BL2
7 State and explain the barriers to TQM implementation in an BL3
organization. / What are the barriers while implementing TQM? Also
explain evolution of quality. (May/June 2016)
8 What do you understand by the term quality statements? Elaborate them BL2
with examples. (April/May 2017)
9 Illustrate the various steps in the customer satisfaction process. (Nov/Dec BL3
2016)
10 Explain the issues related to customer complaints. MAY/JUNE 2015 (or) BL2
Explain the common customer feedback collection tools?
11 Discuss the implementation of TQM with a case study in a BL6
manufacturing sector. (June/July 2021).
12 Explain the following in detail: (i) Customer orientation (ii) Customer BL2
satisfaction (iii) Customer retention. (Nov/Dec 2022)
PART – C
12 Explain the role of senior management in TQM implementation. (Nov/Dec BL3
2016)
13 Explain the contributions of Crossby to TQM. BL2
14 (i) Describe the various dimensions of quality with respect to the following: BL2
quality in products and quality in services.
(ii) Explain the common customer feedback collection tools. (April/May
2017)
15 Why to measure quality costs? Classify the various types of quality costs BL5
and give examples. (Nov/Dec 2017) (Nov/Dec 2022)
UNIT II TQM PRINCIPLES 9
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee
involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward,
Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier
partnership - Partnering, Supplier selection, Supplier Rating.
PART – A
1 List out any four benefits of employee involvement? (April/May 2016) BL1
Conformance, acceptance, contribution, commitment, cooperation,
concentration, accountability, ownership.
2 What is the Juran Trilogy (Quality Trilogy)? BL1

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The Juran Trilogy (Quality Trilogy) consists of three inter-related processes –

quality planning, quality control, and quality improvement – for managing
quality.
3 What are the roles assigned to people in quality circles? BL3
The QC organization has a four-tier structure consisting of Members, Leaders,
Facilitators, and Steering Committee .
4 Mention the major contribution of Feigenbaum to quality. BL1
He was the originator of the concept of Total Quality Control (TQC). His
concept of Total Quality Control was used as the foundation by the Japanese
for their practice called ‘Company-Wide Quality Control’ [CWQC], which
began in the 1960s and later evolved into TQM.
5 What are quality circles (QC)? (Nov/Dec 2017) BL2
QC is a small team of people (around 8 to 10) coming from the same work
area/department who voluntarily meet on a regular basis (about an hour every
week) to identify, investigate, analyze and solve work-related problems.
QC can be viewed from three angles: 1. as a form of participative management,
2. as a HRD technique and 3. as a problem-solving technique.
6 What are Crosby’s four absolutes of quality management? BL2
1. Quality means conformance to requirements, not elegance.
2. Quality is achieved by prevention, not appraisal.
3. The performance standard is zero defects, not acceptable quality levels.
Quality is free.
4. Quality is measured by the price of non-conformance, not indexes
7 What are the steps in implementing quality circle projects? BL2
1. Select the problem, 2. Study the problem, 3. Plan the improvement, 4. Carry
out the improvement
5. Check the results, 6. Form conclusions, 7. Present to management, 8. Obtain
approval and 9. Implement on regular basis.
8 Mention some tools used by quality circles for solving problems. BL1
Data collection, Brainstorming, Check sheets, Pareto Analysis, Cause & Effect
diagrams, Control charts, Presentation techniques, etc. are used by quality
circles in solving problems.
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9 Mention some major objectives of quality circle projects. BL3
1. Improve quality and productivity, 2. Cost reduction,
3. Effective utilization of resources, 4. Avoid unnecessary errors,
defects and
5. Solve work-related problems that interfere with production.
10 What is 5 s? / What are the Japanese 5S principles? BL2
The 5S’s stand for five Japanese words: Seiri, Seiton, Seiso, Seiketsu and
Shitsuke.
In English, they mean Sort, Arrange, Clean up, Systematize, and Discipline
respectively.
11 What does Seiri mean? BL2
Separate out all unnecessary things and remove them, retaining only necessary
things.
12 What does Seiton mean? BL1
Seiton means orderliness. It means setting everything in proper order so that
they can be easily accessed for use and quickly put away in their proper
locations after use.
13 What does Seiso mean? BL1
Keep machinery and work environment clean.
14 What does Seiketsu mean? BL1
Develop routine practices for orderly, systematic working.
15 What does Shitsuke mean? BL1
Impart systematic training and coaching to ensure discipline in 5S
implementation
16 Explain Kaizen. (April/May 2017) BL1
Kaizen, which is a Japanese word that means gradual and orderly continuous
improvement, is a philosophy that covers all business activities and everyone in
an organization. In the kaizen philosophy, improvement in all areas of business
– cost, meeting delivery schedules, employee safety and skill development,
supplier relations, new product development, and productivity – serve to
improve the quality of the firm. Thus, any activity directed toward
improvement falls under the kaizen umbrella.
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17 Explain supplier rating. BL1
A supplier rating system (often called a scorecard system) is usually based on
quality, delivery, and service; however, some customers have added other
categories, such as lead time, product support, technology, etc.
18 Define empowerment. BL1
Empowerment requires a sincere belief and trust in people. It involves
employees directly in decision-making processes, giving them the security and
confidence to make decisions, and providing them with the necessary tools and
training.
19 Distinguish between reward and recognition. (Nov/Dec 2022) BL4
Creating incentives for suppliers is one way to ensure that they remain
committed to a quality improvement strategy. Incentives may be in the form of
a preferred supplier category with its rewards. Recognition may be in the form
of publication of outstanding contributions in the customer’s newsletter, a letter
of commendation, or a plaque.
20 Why should suppliers be treated as partners? BL3
Costs due to inferior materials/components from suppliers increase costs in the
later stages of production. Suppliers themselves are part of the whole system
and hence should be treated as long-term partners.
21 Mention some benefits of implementing 5S principles. BL3
5S increases productivity, eliminates waste, reduces inventory, creates a
pleasant workplace, improves safety, and increases the overall efficiency and
effectiveness of people and machines
22 What are the functions of quality circles? (April/May 2016) BL1
QC is a small team of people coming from the same work area/department who
voluntarily meet on a regular basis to identify, investigate, analyze and solve
work related problems. They improve quality and productivity, concentrate on
cost reduction, plan effective utilization of resources, avoid unnecessary errors,
defects etc.
23 How employee involvement can be improved in an organization? (Nov/Dec BL2
2016)
1. Use the right employee involvement survey, 2. Focus on involvement at the
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local and organizational levels, 3. Select the right managers, 4. Coach managers
and hold them accountable for their employees' involvement and 5. Define
involvement goals in realistic, everyday terms.
24 What are internal failure costs? BL2
These are costs required to identify, repair, replace, or dispose off defective
products/services prior to delivery to the customer.
25. Write the requirements of reliable supplier rating. (Nov/Dec 2016) BL3
Supplier rating system requires 3 key factors: 1. An internal structure to
implement and sustain the rating program, 2. A regular and formal review
process and 3. A standard measurement system for all suppliers.
26. List any four benefits of employee involvement. (April/May 2016) BL3
Conformance, Acceptance, Contribution, Commitment, Cooperation,
Accountability and ownership.
27. Why team and teamwork are required in TQM? (April/May 2017) BL4
Teams are formed when individuals with a common preference, liking, and
attitude come and work together for a common goal. Teams play a very
important role in organizations.
Team work is essential in corporate for better output and a better bonding
among employees.
28. Define Leadership. (Jan/Feb 2022). BL1
Leadership is the ability of an individual or a group of individuals to influence
and guide followers or other members of an organization. 
Leadership involves making sound and sometimes difficult decisions, creating
and articulating a clear vision, establishing achievable goals and providing
followers with the knowledge and tools necessary to achieve those goals.
29. What are the benefits and drawbacks of sourcing a component or BL4
accessories? (Jan/Feb 2022)
There are many advantages to understanding the importance of sourcing a
component
1. Cheap Manpower 
2. Scalability
3. Accessibility
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Drawbacks
1. Quality Loss
2. Intellectual Loss
3. Job loss
30 Define the characteristics of a leader. (NOV/DEC 2011,MAY/JUNE 2013) BL1

1. The customers first, 2. Value people, 3. Build supplier partnership, 4.

Empower people, 5. Demonstrate involvement/ Commitment, 6. Strive for
excellence 7. Explain and deploy policy, 8. Improve communication, 9.
Promote teamwork, 11. Benchmark continuously, 12. Encourage
collaboration.
31 List the various styles of effective leaders. BL1
1. Directing Style of leadership
2. Consulative style of leadership
3. Participative style of leadership
4. Delegating style of leadership
32 Define Motivation. BL1
Motivation means a process of stimulating people to accomplish desired goals.
Motivation is the process of attempting to influence others to do your
will through the possibility of reward.
Motivation is the process of inducing people inner drives and action towards
certain goals and committing their energies to achieve these goals.
33 State Maslow’s Hierarchy of Needs. BL1
Physiological needsSafetySocialEsteemSelf-actualization
34 State Frederick Herzberg’s Two-factor theory? BL1
Herzberg found that people were motivated by recognition, responsibility,
achievement and the work itself.
35 Define team. BL1
A team can be defined as a group of people working together to achieve
common objectives or goals.
30 What is performance appraisal? BL1
6
Performance appraisal is a systematic and objective assessment or
evaluation of performance and contribution of an individual.
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37 What are the benefits of performance appraisal? BL2
 It provides useful feedback to the employee, supervisor and personnel
specialists and allows them to take corrective measures to improve
performance further.
 It helps in determining the pay adjustments, increments and bonuses as
it rates the merit of the employee
 It provides basis for employee promotion, transfer or demotion.
 It helps the employee to plan their career.
38 What are the types of quality problems? BL2
Compliance problems, Unstructured problems, Efficiency problems, Process
Design problems, Product- design problems
40 What are the steps in the PDSA cycle? BL2
The basic Plan-Do-Study-Act is an effective improvement technique.
 Plan carefully what is to be done
 Carry out the plan
 Study the results
Act on the results by identifying what worked as planned and what didn’t.
41 What are the benefits of PDSA cycle? BL2
Daily routine management- for the individual and /or the team, Problem solving
process, Project management, Continuous development, Vendor development,
Human resources development, New product development
Process trials.
42 What are the phases of a Continuous Process Improvement Cycle? BL1
Identify the opportunity, Analyze the process, Develop the optimal solutions,
Implement, Study the results, Standardize the solution, Plan for the future.
43 Define supplier partnering. NOV/DEC 2014 BL1
Partnering is defined as a continuing relationship between a buying firm and
supplying firm, involving a commitment over an extended time period, an
exchange of information, and acknowledgement of the risks and rewards of the
relationship.
44 List the responsibilities of the Quality council coordinator. BL1
 To develop two way trust
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 To propose team requirements to the council

 To share council expectations with the team
 To empower the team
 To brief the council on team progress.
45 Why strategic quality planning is important? (Nov/Dec 2022) BL2
In order to integrate quality with the strategic planning process, a systematic
and sequential procedure has to be adopted. It focuses on the following;
Customer needs-customer position-gap analysis (current and future state
mapping)-closing the gaps (process improvements)-alignment with the vision,
mission, and core values of an organization- Implementation strategy
PART – B
1 Write a note on quality planning and strategic quality planning. BL2
(April/May 2014; Nov/Dec 2016)
2 Explain the different types of teams. (Nov/Dec 2011) BL2
3 Explain all the elements in 5’S principle and also the implantation BL3
procedure of 5’S in a manufacturing company. / Elaborate the Japanese 5s
as applicable to services. (Nov/Dec 2011; Nov/Dec 2017)
4 Give detailed notes about quality circle. / Explain about structure of BL3
quality circle and quality circle tools.
5 Write about the system of recognition and reward followed in an BL2
organization. (Nov/Dec 2011)
6 What are the steps involved in continuous improvement process. (Nov/Dec BL2
2011)
7 List the five levels in Maslow’s hierarchy of needs and describe in detail BL3
each level.
8 What are the characteristics of empowered employee? And also discuss the BL3
benefits of empowered environment. / Explain the concept of employee
empowerment and general principles & characteristics of it. (Nov/Dec
2022)
9 Explain in detail the concept of employee involvement. BL2

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10 Write short note on: (i) supplier partnership, (ii) partnering, (iii) supplier BL1
selection and (iv) supplier rating. (Nov/Dec 2016)
11 Differentiate quality control and quality testing department of an BL4
organization. (Jan/Feb 2022)
12
Explain the concepts of Leadership? ( MAY/JUNE 2014.) BL2
13
Explain McGregors theory X and theory Y? (May 2017). BL2
14 Explain Juran’s Trilogy in detail. June/ July 2021.
BL2
PART – C
15 Discuss how quality council is structured in (i) university academic BL6
department and (ii) manufacturing facility. (April/May 2016) (Nov/Dec
2022)
16 (i) Explain the phases of PDSA cycle and its illustration. (April/May BL2
2016) / Give a detailed note on PDCA cycle. (Nov/Dec 2016) (Nov/Dec
2022)
(ii) What is 5S and why does the organization adopt this technique?
(April/May 2016)
17 Portray the characteristics of empowered employees. (Nov/Dec 2016) BL3
18 Enumerate the duties of quality council. / Discuss the role and BL3
contributions of quality council. (April/May 2017; Nov/Dec 2017, Jan/Feb
2022)
19 List out the possible kaizen activities can be applied in your house. Explain BL2
each case separately. (for example: corridor, kitchen, water tank, drawing
room, fortigo, vehicle parking shed, rest room etc). Jan/Feb 2022

UNIT III TQM TOOLS AND TECHNIQUES I 9

The seven traditional tools of quality - New management tools - Six sigma: Concepts,
Methodology, applications to manufacturing, service sector including IT - Bench marking -
Reason to bench mark, Bench marking process - FMEA - Stages, Types.
PART – A
1 List the seven tools of quality. BL1
1. Check sheets, 2. Histograms, 3. Cause and effect diagrams, 4. Pareto
diagrams, 5. Stratification analysis, 6. Scatter diagrams and 7. Control charts.
2 What is check sheet? BL1
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A check sheet or tally sheet is a form for systematic data gathering and
registering to get a clear view of the facts.
3 When do you use the check sheet? BL2
A check sheet is used to indicate the frequency of a certain occurrence.
4 What are the types of check sheets commonly used? (April/May 2016) BL2
1. Process distribution check sheet, 2. Defective item check sheet, 3. Defect
location check sheet and
4. Defect factor check sheet.
5 Write the different concepts of six sigma. (April/May 2017; Nov/Dec 2017) BL1
Six sigma is similar to Zero Defects (ZD), is a philosophical benchmark or
standard of excellence proposed by Philip Crosby. Six sigma strives for
perfection. It allows for only 3.4 defects per million opportunities (or 99.99966
percent accuracy).
6 What is histogram? When do you use histogram? BL1
A histogram is a bar chart / diagram showing a distribution of variable
quantities or characteristics. It is graphical display of the frequency distribution
of numerical data.
A histogram is used to show clearly where the most frequently occurring values
are located and the data is distributed. It enables the analyst to quickly visualize
the features of a complete set of data.
7 What is meant by bench marking? (Nov/Dec 2016, Jan/Feb 2022) BL1
A measurement of the quality of an organization's policies, products, programs,
strategies, etc., and their comparison with standard measurements, or similar
measurements of its peers.
8 How to use cause and effect diagram. (Nov/Dec 2016) BL2
The cause and effect diagram or Fishbone diagram is a graphical-tabular chart
to list and analyze the potential causes of a given problem.
It can be used (i) When identifying possible causes for a problem and (ii) When
a team tends to fall into ruts.

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9 Under what situations, one can use cause and effect diagram? BL3
The cause and effect diagram has unlimited application in research
manufacturing, marketing, office operations, services, etc.
10 What are the uses of CE diagram? BL2
The cause and effect diagrams are used: 1. to analyse cause and effect
relationships, 2. to facilitate the search for solutions of related problems, 3. to
standardize existing and proposed operations and
4. to educate and train personnel in decision-making and corrective action
activities.
11 What are the various types of histogram? BL2
1. Bell-shaped, 2. Double-peaked, 3. Plateau, 4. Comb, 5. Skewed, 6.
Truncated, 7. Isolated peak and 8. Edged peak.
12 What is pareto diagram? State the pareto principle. (Jan/Feb 2022) BL1
(Nov/Dec 2022)
A pareto diagram is a diagnostic tool commonly used for separating the vital
few causes that account for a dominant share of quality loss.
Pareto principle states that a few of the defects accounts for most of the effects.
13 What are the purposes of pareto principle? BL2
Pareto analysis can be used in a wide range of situations, where one need to
priorities problems based on its relative importance.
14 What is stratification? BL1
Pareto analysis can be used in a wide range of situations, where one need to

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priorities problems based on its relative importance.

15 What is scatter diagram? BL1
The scatter diagram is a simple graphical device to depict the relationship
between two variables.
16 When do you use the scatter diagram? BL2
The purpose of the scatter diagram is to display what happens to one variable
when another variable is changed.
17 Define statistics applications of statistical techniques. BL3
Statistics is defined as the science that deals with the collection, tabulation,
analysis, interpretation and presentation of quantitative data.
18 What are major functions of statistical analysis? Write down the BL3
applications of statistical techniques.
The major functions of statistical analysis are: 1. reducing the complexity of the
situation, 2. making comparisons and drawing conclusions, 3. estimating and
predicating, and Decision-making.
Statistical techniques are applicable in all situations where quantification is
possible. The statistical analysis has become indispensable to practically every
field that exists.
19 What are the types of graphs used in representing frequency
BL2
distribution?
Histogram, Frequency polygon and frequency curve, and Cumulative frequency
or the ‘Ogive’.
20 How do obtain frequency curve? BL2
A frequency curve is obtained by drawing a smooth freehand curve through the
points of the frequency polygon. The cumulative frequency curve (also called
an Ogive) obtained by plotting upper class limits (or lower class limits) against
the ‘less than’ (or ‘more than’) cumulative frequencies is known as ‘less than’
Ogive (or ‘more than’ Ogive).
21 What do you mean by measure of central tendency? What are the three BL2
measures of central tendency?
A measure of central tendency of a distribution is a numerical value that
describes the central position of the data.
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Three measures of central tendency are 1. Mean, 2. Median and 3. Mode.

22 What are the three measures of dispersion? BL2
Measures of dispersion tell us how the individual observations are spread on
either side of the center.
1. Range, 2. Mean deviation and 3. Standard deviation.
23 What is meant by attribute? What is the use of control charts for BL1
attributes?
1. An attribute refers to those quality characteristics that confirm to
specifications or do not conform to specifications.
2. Control charts for attributes monitor the number of defects or fraction
defects or fraction defect rate present in the sample.
3. p chart: The chart for fraction rejected as non-conforming to specification
4. np chart: The control chart for number of non-conforming items.
5. c chart: The control chart for number of defects.
6. u chart: The control chart for number of defects per unit.
24 Define fraction defective (p). BL1
It is defined as the ratio of the number of defective articles found in any
inspection to the total number of articles actually inspected.
Mathematically, P = np/n Where, P= Fraction defective, np = Number of
defectives, and n = Number of items inspected in the sub-group
25 Write the specific use of np chart. (Nov/Dec 2016) BL2
Np-charts are used to determine if the process is stable and predictable, as well
as to monitor the effects of process improvement theories.
26 Write down the difference between a defect and defective. BL4
An item is said to be defective if it fails to conform to the specifications in any
of the characteristics. Each characteristics that does not meet the specifications
is called defect. For example, if a casting contains undesirable hard sports,
below holes, etc., the casting is defective and the hard spots, below holes, etc.,
are the defects.
27 Differentiate between producer’s risk and consumer’s risk. BL4
Producer’s risk: It is the probability of rejecting a good lot which otherwise
would have been accepted. Consumer’s risk: It is the probability of accepting a
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defective lot which otherwise would have been rejected.

28 What are the five phases in six sigma process? BL2
The five phases in six sigma process are:
1. Define, 2. Measure, 3. Analyze, 4. Improve and 5. Control
29 Brief the scope of six sigma principle. BL2
The six sigma concept is originated from manufacturing field. Now it is applied
to non-manufacturing processes also. Today one can apply six sigma to many
fields such as services, medical and insurance procedures, call centres, etc.
30 What are the types of check sheets commonly used? BL2
1. Process distribution check sheet, 2. Defective item check sheet, 3. Defect
location check sheet and
4. Defect factor check sheet.
31 State the primary objectives of six sigma. (April/May 2017) (Nov/Dec 2022) BL3
The primary objective of six sigma is to reduce the process variability 
(standard deviation) from the target (mean µ).
32 Mention the use of Stratification chart in TQM. (April/May 2017) BL2
Stratification chart is a used for data analysis. When data from variety of
sources have been lumped together this chart separates the data so that patterns
can be seen.
Stratification is a method of analysis of data by grouping it in different ways. It
is a simple, very effective QC tool for improving the quality.

Collect data about only problem in product /

defects

Consider potentially significant way of grouping

data on basis of factors experienced

Repeat data through graphic manner reflecting

stratification

Analyse results and try new grouping

33 Define flow chart. BL1

 A flow chart, also known as process flow chart, flow diagram and process
deployment flow, is a diagrammatic view of the various steps in sequential
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order that form an overall process in an organization.

 Flow charts are used in the quality management for depicting the steps of
a process in an easily understandable form, by using standard symbols.
34 Define control chart. BL1
A control chart is a graph that displays data taken over time and the
variations of this data. A control chart illustrates the dynamic performance of
the process. This is based on a series of random samples taken at regular
intervals.
35 What are the new seven management tools? June/July 2021. BL1
i. Affinity Diagram
ii. Interrelationship Digraph (or) Relationship diagram
iii. Tree Diagram
iv. Matrix Diagram
v. Prioritization Matrices (or) Matrix data analysis
vi. Process Decision Program Chart (or) decision tree
vii. Activity Network diagram (or) Arrow diagram
36 Define Affinity diagram. BL1
 An affinity diagram is a tool to collect a large amount of verbal
expressions and organize then in according to natural relationship between
individual items.
 This diagram is also referred to as a KJ diagram after its inventor Jiro
Kawakita.
 This is a special kind of brainstorming tool.
37 Define relationship diagram. BL1
Relationship diagram is a tool for finding causes to a problem. The basic logic
behind the tool is the same as those of the cause and effect diagram. This
diagram not only clarifies the relationship between cause and effect but also
between the various causes. It is a graphical representation of all factors in a
complicated problem, system or situation.
38 Define tree diagram. BL1
A tree diagram systematically breaks down a topic into its components
elements and shows the logical and sequential links between these elements.

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The tree diagram systematically outlines the complete spectrum of paths and
tasks that must be carried out to achieve a goal.
39 Define Matrix diagram. BL1
A matrix diagram is a tool that is used to systematically organize information
that must be compared on a variety of characteristics in order to make a
comparison, selection or choice. It is a tool which the relations between two
sets of factors in the form of a table or a matrix.
Matrix diagram, sometimes referred as a “quality table”, is the starting point in
building a “house of quality”.
40 Define decision tree. BL1
 A Process Decision Programme Chart (PDPC), also known as
decision tree, is a planning tool to outline every conceivable and likely
occurrence in any planning.
 The PDPC forces proactive thinking on what can go wrong with
one’s plan and what would one do to overcome the effect of such adverse
occurrences.
41 Define Arrow diagram. BL1
An arrow diagram is a graphic description of the sequential steps that must be
completed before a project can be completed. The PERT (Program
Evaluation and Review Technique) and CPM (Critical Path Method) charts
are the best known arrow diagram. It is a planning tool that determines the
critical path of a process or a project.
42 List the benefits and pitfalls of benchmarking.
BL1
Benefits:
 Creating a culture that values continuous improvement to achieve
excellence.
 Sharing the best practices between benchmarking partners
 Prioritizing the areas that need improvement.
 Enhancing creativity by devaluing the not-invented-here syndrome.
 Increasing sensitivity to changes in the external environment.

Pitfalls:

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 This is based on learning from others, rather than developing

new and improved approaches.
 Benchmarking should not be a substitute for innovation.
 It must be a mere improvement tool.
43 What is FMEA? NOV/DEC 2013 BL1
Failure and Effect Analysis, also known as Risk analysis, is a preventive
measure to systematically display the causes, effects and possible actions
regarding observed failures.
The objective of FMEA is to anticipate failures and prevent them from
occurring. FMEA prioritises failures and attempts to eliminate their causes.
44 List some of the benefits of FMEA. BL1
 Improve Product/ Process reliability and quality.
 Increase customer satisfaction
 Early identification and elimination of potential product/process
failure modes.
 Prioritize Product/Process deficiencies.
 Capture engineering/organization knowledge
 Document and track the actions taken to reduce risk.
 Provide focus for improved testing and development.
 Minimize late changes and associated cost.
 Act as catalyst for teamwork and idea exchange between functions.
45 What are the reasons for the benchmarking? MAY/JUNE BL2
2013,MAY/JUNE 2014
 It aims at a goal setting process to facilitate comparison with the
best.
 It aims at motivating and stimulating company employees
towards the goal of continuous quality improvement.
 It aims at external orientation of the company.
 It aims at identifying a technological breakthrough.
 It aims at searching for industry best practices.
PART – B
1 What is six sigma concept? How can it be effective in a service BL2

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organization? (Nov/Dec 2016)

2 Define histogram. Mention its types. Illustrate with an example. / Discuss BL3
about types of histograms and their interpretations.
3 Explain the cause and effect diagram (or) fishbone diagram. BL2
4 Define pareto diagram. Explain how to construct it? Also explain the BL2
stratification analysis. What is it?
5 Define the scatter diagram. Mention its types. What is it? BL2
6 Explain briefly about check sheet (or) data collection sheet with an BL2
example.
7 Explain the New Seven Management Tools? MAY/JUNE 2013, BL2
NOV/DEC 2013,MAY/JUNE 2014, NOV/DEC 2014,MAY/JUNE 2016 ,
NOV/DEC 2016,June/July 2021.
8 What is bench marking? Explain its Types (Jan/Feb 2022). BL2
9 Why bench marking is required in an organization? Write down the BL3
general procedure for bench marking process. (Jan/Feb 2022)
10 Explain the failure mode and effect analysis (FMEA). / Explain in detail BL3
the concept of FMEA. (Nov/Dec 2016; Nov/Dec 2017, Jan/Feb 2022)
(Nov/Dec 2022)
11 Compare six sigma and TQM concepts. BL4
12 Explain the seven traditional tools of quality in detail. (Nov/Dec 2022) BL2
PART – C
12 What benefits have been achieved by the organization that has been BL4
successfully completed their benchmarking programs? Name any four best
practiced companies. (Nov/Dec 2016)
13 List out the different situations where FMEA is to be carried out. Give BL5
detailed FMEA procedure. (April/May 2017, Jan/Feb 2022)
14 Perform an FMEA to anticipate various problem faced and method to BL6
eliminate the problem of getting up from bed in the morning and going to
school. (April/May 2016)
UNIT IV TQM TOOLS AND TECHNIQUES II 9
Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss
function - TPM - Concepts, improvement needs - Performance measures.
PART – A
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1. List the objectives of TPM programme. BL2
The overall goals of TPM are: Maintaining and improving equipment capacity.
Maintaining equipment for life. Using support from all areas of operation.
Encouraging inputs from all employees. Using teams for continuous
improvement.
2. What is product life characteristics curve? BL1
The failure rate curve, called the product life characteristics curve, shows the
failure rates (failures per unit time) against time. It is also called as bathtub
curve because of its shape.
3. What are the three stages shown on a product life characteristics curve? BL2
The curve consists of three distinct stages: Early failure (‘infant mortality’ or
‘debug’), useful life (‘normal failure’ or ‘chance’) and wear out (‘old age’)
failure. The curve shows that the failure rates are higher at the early and end
stages of a product’s life and relatively low in between the two extremes.
4. What is the usefulness of the product life characteristics curve? BL2
Knowing the product life characteristics curve for a particular product helps
engineers predict failure behavior and take suitable decisions.
5. What is the essential feature of Total Productive Maintenance (TPM)? BL1
TPM is keeping plant and equipment at their highest productive level through
cooperation of all areas of the enterprise. TPM brings maintenance into focus as
a necessary and vital part of the business. It is not regarded as a non-profit
activity. Down time for maintenance is scheduled as an integral part of the
manufacturing process.
6. What are the various approaches to improving reliability of a product? BL1
Standardization, redundancy, over-design, de-rating, design simplification,
understanding the physics of failure, burn-in, and Failure Mode and Effect
Analysis (FMEA).
7. What are the different ways of classifying maintenance activities? BL2
Maintenance activities can be classified in various ways:
1. Planned (or preventive) maintenance vs. Unplanned (or breakdown)
maintenance
2. Preventive maintenance can be sub-classified into periodic maintenance and
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predictive maintenance
3. Running maintenance vs. Shutdown maintenance
4. Time-based maintenance vs. Condition-based maintenance
8. What is some performance measures used to assess the success of TPM? BL1
Mean Time Between Failures (MTBF), Mean Time To Repair (MTTR),
Availability (A), Reliability (R), Maintainability (M), Rate efficiency (RE),
Speed efficiency (SE), Performance efficiency (PE), Quality rate (Q), and
Overall Equipment Efficiency (OEE).
9. What are the three categories of losses identified in TPM? (Nov/Dec 2022) BL2
1. Losses that impede equipment efficiency, 2. Losses that impede human work
efficiency and 3. Losses that impede effective use of production
resources.
10. What are the eight pillars of TPM? BL2
The eight pillars of TPM are: 1. 5S, 2. Jishu Hozen (Autonomous
Maintenance), 3. Kobetsu Kaizen (KK), 4. Planned Maintenance (PM), 5.
Quality Maintenance (QM), 6. Training, 7. Office TPM and 8. Safety,
Health and Environment.
11. What is office TPM? BL1
Office TPM is aimed at improving quality, productivity and efficiency in the
administrative functions and identifying and eliminating losses.
12. Distinguish between Kaizen and business process reengineering. BL4
Kaizen involves incremental improvements, whereas Business Process
Reengineering involves breakthrough improvements. Both are essential for
successful implementation of TQM.
13. What is quality loss? BL1
This loss includes costs to operate, failure to function, maintenance and repair
costs, customer dissatisfaction injuries caused by poor design and similar costs.
14. What is QFD? BL1
Quality function development may be defined as a system for translating
consumer requirements into appropriate requirements at every stage, from
research through product design and development, to manufacture, distribution,
installation and marketing, sales and service.
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15. What is control chart? List the types of control charts. (Nov/Dec 2017) BL1
A control chart is a graph that displays data taken over time and the variation of
this data.
Control charts for variables – for measurable data such as time, length,
temperature, weight, pressure, etc.
Control charts for characteristics- for quantifiable data such as number of
defects, typing errors in a report, etc.
16. When do you use control chart? BL2
The purpose of control chart is to identify when the process has gone out of
statistical control, thus signaling the need for some corrective action to be
taken.
17. What is an external failure cost? June/July 2021. BL1
External failure costs arise from the rejection of the products/ services by the
customers due to poor quality.
The external failure costs are tests that occur when non conforming product
or service reaches the customer.
These costs are associated with the adjustments of malfunctions after delivery
of the product, such as: repair costs, travel and lodging expenses, replacement
costs, stock spare parts, lost goodwill of customer, guarantee and warranty
costs and dispatchment costs.
18. What are the performance measures of TQM? BL1
Customer orientation, value based operations, performance compatibility,
teamwork, development and monitoring.
19. What is meant by process capability? (April/May 2016) BL1
Process capability may be defined as the “minimum spread of a specific
measurement variation which will include 99.7% of the measurements from the
given process”.
Process capability=6. Since 99.7% area in the normal curve is between -3
and +3.
20. What are the benefits of TPM? (or) List out the benefits of total productive BL3
maintenance. (April/May 2016; April/May 2017)
Increased equipment productivity, Improvement equipment reliability, Reduced
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equipment downtime, Increased plant capacity, Extended machine time, Lower

maintenance and production costs, Approaching zero equipment-caused
defects, Improved team work between operators and maintenance people,
Enhanced job satisfaction, Improved return on investment, Improved safety.
21. Define process capability index. (Nov/Dec 2016) BL1
The process capability index or process capability ratio is a statistical measure
of process capability; the ability of a process to produce output
within specification limits. The concept of process capability only holds
meaning for processes that are in a state of statistical control. Process capability
indices measure how much "natural variation" a process experiences relative to
its specification limits and allows different processes to be compared with
respect to how well an organization controls them.
22. Write down the various stages of FMEA. (April/May 2016; Nov/Dec 2017)) BL1
The FMEA methodology has four stages. They are: Stage1: Specifying
possibilities, Stage2: Quantifying risk, Stage3: Correcting high
risk causes and Stage4: Re-evaluation of risks.
23. What is house for Quality? BL1
 The primary planning tool used in QFD is the House of Quality (HOQ).
 The House of Quality converts the voice of the customer into
product design characteristics.
 QFD uses a series of matrix diagrams, also called, “quality
tables” that resembles connected houses.
24. What are the objectives of performance BL2
measures?
 Establish Baseline measures and reveal
trends
 Determine which processes need to be
improved
 Indicate process gains and losses.
 Compare goals with actual performance
 Provide information for individual and
team evaluation

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 Provide information to make informed

decision
Determine the overall performance of the organization.
25. What is a QFD? NOV/DEC 2018 BL1
Quality Function Deployment is a planning tool used to fulfill customer
expectations. It is a disciplined approach to product design, engineering, and
production and provides in- depth evaluation of a product.
QFD may be defined as a system for translating customer requirements into
appropriate requirements at every stage, from research through product
design and development, to manufacture, distribution, installation and
marketing, sales and service.
26. How will you Construct a house of quality? (or) QFD Methodology. BL3
a) List customer requirements

b)List technical descriptors

c) Develop a relationship matrix between WHATs and HOWs

d)Develop an interrelationship matrix between HOWs

e) Competitive assessments

f) Develop prioritized customer requirements

g) Develop prioritized technical descriptors

27. List the users of QFD. BL1
 Currently many U.S. and Japan companies are using QFD.
 In the automobile industry, Ford, Chrysler, and General Motors are users of
QFD.
 In the electronics field, Digital Equipment Corporation and Texas
instruments have been QFD pioneers.
 Numerous other companies use QFD including : Procter & Gamble,
Deere & company, The Kendall Company, Polaroid, Rockwell International,
Hughes Aircraft, and Hewlett- Packard.

28. Define Taguchi method. BL1

Taguchi methods are statistical methods developed largely by Genichi
Taguchi to improve the quality of manufactured goods.

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29. Define Taguchi Loss function. NOV/DEC 2012, MAY/JUNE 2015 BL1
Taguchi defines quality as” the loss imparted by the product to society from
the time the product is shipped.
The essence of the loss function concept is that whenever a product
deviates from its target performance, it generates a loss to society.
30. Write the formula for Taguchi’s QLF. BL3
Taguchi’s QLF: L(x)= k(x-N)2
k= C/d2 Where
L(x) = Loss
function k=
Constant of
proportionality
x= Quality characteristics of selected product N= Nominal value
of the chosen product C= Loss associated with the specification
limit
d = Deviation of the specification from the target value
31. Define maintenance. BL1
Maintenance is defined as the management, control, execution and quality
assurance of activities which ensure the achievement of optimum availability
and performance of a plant in order to meet business objectives.
32. List the types of maintenance. BL2
 Corrective or breakdown maintenance
 Scheduled or routine maintenance
 Preventive maintenance
 Predictive maintenance
33. Write down the formula of OEE (Overall Equipment Effectiveness) BL2
NOV/DEC 2011
Overall Equipment Effectiveness (OEE)= Availability * { Performance
efficiency}*{ Rate of Quality Products}
34. What are the objectives of quality circles? or what are the functions of BL3
quality circles? MAY/JUNE 2013, NOV/DEC 2013
Objectives:

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 To promote job involvement

 To create problem solving capability.
 To improve communication
 To promote leadership qualities.
 To promote personal development
 To develop a greater awareness for cleanliness.
 To develop a greater awareness for safety
 To reduce errors.
 To enhance quality.
 To inspire more effective team work.
 To build an attitude of problem prevention.
35 What is quality circle? (Nov/Dec 2022) BL1
A quality circle is a group of company employees who regularly meet to
determine how to resolve problems. It aims to improve how part of the
company operates, such as the production process. Members are employees
who do similar or the same work. They meet periodically to identify,
examine, analyze, and solve problems in the company or workplace. A
quality circle is typically autonomous and small. In most cases, a senior
worker or supervisor heads it.
PART – B
1 Explain control chart (or) Shewhart chart. / Explain with an example of BL2
any three control charts. (April/May 2016; Nov/Dec 2016)
2 Compare the variable charts and attribute charts. BL4
3 Briefly outline the six sigma DMAIC process. BL3
4 Briefly explain the steps involved in QFD. (Nov/Dec 2010; April/May 2016) BL3
5 Explain each section of the basic structures of house of quality. (Apr/May BL2
2010) / Explain in detail about the structure of house of quality.
(April/May 2014; Nov/Dec 2016)
6 Discuss objectives of quality function deployment. (Nov/Dec 2022) BL2
7 Highlight the benefits of QFD. (Apr /May 2010; Nov/Dec 2016) (Nov/Dec BL4
2022)
8 Explain about Taguchi’s quadratic quality loss function. How it differs BL2
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from traditional approach of quality loss cost? (April/May 2013, Nov/Dec

2022)
9 (i) The Taguchi loss function for a certain component is given by L(X) = BL5
7500 (X-N)2, where X = the actual value of a critical dimension and N
is its Nominal value. Company Management has decided that the
maximum loss that can be accepted is Rs. 400. If the nominal
dimension is 35.00 mm, find the tolerance limits.
(ii) Explain the concept of signal to noise ratio. (Nov/Dec 2017)
10 Explain Total Productive Maintenance (TPM) with case study / What is BL6
Total Productive Maintenance (TPM)? / Discuss the concepts of TPM.
(Nov/Dec 2017)
PART – C
11 Devise a QFD methodology for design and development of cups used in BL6
vending machine for dispersing hot and cold beverages. (April/May 2016,
Jan/Feb 2022)
12 Write down the objectives of implementing total productive maintenance. BL3
Discuss about the core elements of TPM program. Compare TQM and
TPM. (April/May 2017; Nov/Dec 2017, Jan/Feb 2022, Nov/Dec 2022)
(or) Explain in detail about the 8 pillars of TPM.
13 (i) List out the benefits of performance measure. (April/May 2017) BL2
(ii) Briefly explain the DMAIC procedure
14 Draw the quality function deployment QFD diagram for comparing an BL6
education institution in comparison with competing institution by referring
various quality assessment parameters. (Jan/Feb 2022)
UNIT V QUALITY MANAGEMENT SYSTEM 9
Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific
Standards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation—
Documentation—Internal Audits—Registration--ENVIRONMENTAL MANAGEMENT
SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of
ISO 14001—Benefits of EMS.
PART – A
1 What is the concept of Environment Management System (EMS)? BL2
What is meant by environmental policy? (Jan/Feb 2022)
1. An EMS meeting the requirements of ISO 14001:2004 is a management tool

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enabling an organization of any size or type to:

2. Identify and control the environmental impact of its activities, products or
services, and to
3. Improve its environmental performance continually, and to
4. Implement a systematic approach to setting environmental objectives and
targets,to achieving these and to demonstrating that they have been achieved
2 What are ISO 9000 quality standards? BL1
ISO 9000 are a set of quality standards aimed at promoting the growth of
international trade by facilitating harmonious interactions between suppliers
and customers located in diverse locations globally. It is a quality management
system [QMS] to ensure quality of products and services.
3 Write about documentation pyramid. BL1
Tier 1 - Quality manual
The top tier is the quality manual, which contains:
 Statements about management’s commitment to quality
 Quality Policies
 Information about responsibilities for quality related processes
 It should also contain a list of tier-2 quality documents and how to
locate them.
 The manual also may contain high-level information about key areas of
the quality system like documentation and design control.
Tier 2 - Procedures and instructions
Tier-2 of the ISO 9001:2008 Documentation pyramid is the bulk of the quality
procedures, standard operating procedures (SOPs), work instructions and
explains detailed responsibilities for process control.
Tier 3 - Quality records
Tier-3 consists of quality records. Most of the quality records are generated
based on tier-2 procedures. Quality records include customer specifications,
order processing paperwork or records, incoming inspection records, and
product test results
4 Define quality management systems. BL1
Quality management systems are the organizational structures, responsibilities,

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processes, procedures, and resources used for implementing quality.

5 What are the quality function needs served by the computer? BL2
1. Data collection, 2. Data analysis and reporting, 3. Statistical analysis, 4.
Process control, 5. Test and inspection and 6. System design
6 What are the different types of documents found in ISO 9000? BL3
1. Quality Policy Manual (What? Why?), 2. Quality System Procedures (Who?
When? Where?),
3. Work Instructions (How?) and 4. Records, formats and forms (Evidence).
7 What are the eight quality principles underlying ISO 9000:2000? BL2
1. Customer focus, 2. Leadership, 3. Involvement of people, 4. Process
approach, 5. System approach to management, 6. Continuous improvement, 7.
Decisions based on facts and 8. Mutually beneficial supplier relationships.
8 Define quality system audit. (Nov/Dec 2017) BL1
Quality system audits is a systematic, independent examination to determine
whether quality activities and results comply with planned arrangements,
whether these arrangements are implemented effectively, and whether these are
suitable to achieve objectives.
9 What are the different types of audit? BL2
First party audit (internal), Second party audit (by customer), and Third party
audit (by independent agency). Another classification: System audit, Process
audit, Product audit, Adequacy audit, and Compliance audit
10 What are the different stages in conducting quality audit? BL2
1. Audit planning – schedules, personnel, notifications, checklist.
2. Performance – opening meetings, audit process, noting of non-conformities.
3. Reporting – Observations, suggestions for corrective action
4. Follow-up – implementation of corrective action.
11 Give any five elements of ISO 9000. BL2
1. Management responsibility, 2. Quality system, 3. Contract review, 4. Design
control, 5. Document control, 6. Purchasing, 7. Purchaser supplied product, 8.
Product identification and traceability, 9. Process control and 10.Inspection
& testing.
12 Give the objectives of internal audit. BL3
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1. Determine the actual performance conforms to the documented quality

systems.
2. Initiate corrective action activities in response to deficiencies.
3. Follow up on noncompliance items of previous audits.
4. Provide continued improvement in the system through feedback to
management.
13 What are the uses of ISO standards? BL3
1. Fewer on-site audit by customers, 2. Increased market share, 3. Improved
quality, both internally and externally, 4. Improve product and service quality
levels from suppliers, 5. Greater awareness of quality by employees, 6. A
documented formal systems and 7. Reduced operating costs.
14 Explain the management’s responsibility for ISO. BL2
Top management shall provide evidence of its commitment to the development
and implementation of the quality management system and continually
improving its effectiveness by
1. Communicating to the organization the importance of meeting customer as
well as statutory and regulatory
2. Requirements, establishing the quality policy,
3. Ensuring that quality objectives are established,
4. Conducting management reviews, and
5. Ensuring the availability of resources.
15 What is the need for ISO standards? (Nov/Dec 2017) BL2
ISO 9000 is needed to unify the quality terms and definitions used by
industrialized nations and use terms to demonstrate a supplier’s capability of
controlling its processes.
16 What is third party audit? BL1
The third party certification audit is carried out much in the same way as first
party and second party quality system assessments and audits. However, the
big difference is that an independent accredited auditing body carries out the
assessment and audit, as opposed to carrying it out by the organization
themselves. Also note that the organization going for third party audits are
responsible for the payment of the third party audit process.
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17 What are the documentation requirements of quality management BL4

systems?
The quality management system documentation shall include: 1. Documented
statements of a quality policy and quality objectives, 2. A quality manual, 3.
Documented procedures and records required by this International Standard
and 4. Documents, including records, determined by the organization to be
necessary to ensure the effective planning, operation and control of its
processes.
18 What are the requirements of ISO 14001? BL4
1. General requirements, 2. Environmental policy, 3. Planning. 4.
Implementation and operation and
5. Checking and corrective action and 6.Management review.
19 What are the benefits of ISO 14001? BL3
1. Facilitate trade and remove trade barriers, 2. Improve environmental
performance of planet earth and 3. Build consensus that there is a need for
environment management and a common terminology for EMS.
20 What are the general requirements of quality management system? BL4
The organization shall establish, document, implement and maintain a quality
management system and continually improve its effectiveness in accordance
with the requirements of this International Standard.
The organization shall
(a) determine the processes needed for the quality management system and
their application throughout the organization,
(b) determine the sequence and interaction of these processes,
(c) determine criteria and methods needed to ensure that both the operation and
control of these processes are effective,
(d) ensure the availability of resources and information necessary to support the
operation and monitoring of these processes,
(e) monitor, measure (where applicable), and analyses these processes and
(f) implement actions necessary to achieve planned results and continual
improvement of these processes.
21 What is quality manual? BL1
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The organization shall establish and maintain a quality manual that includes:
1. scope of the quality management system, including details of and
justification for any exclusions, 2. The documented procedures established for
the quality management system, or reference to them and 3. A description of
the interaction between the processes of the quality management system.
22 What are the benefits of ISO 14001? BL4
1. Facilitates trade and remove trade barriers, 2. Improves environmental
performance of planet earth and 3. Builds consensus that there is a need for
environment management and a common terminology for EMS.
23 Name any two generic ISO standards. Why it is called generic standards? BL2
(Nov/Dec 2016)
ISO 9001 and ISO 14001 are generic standards.
Generic means that the same standards can be applied:
1. To any organization, large or small, whatever its product or service, 2. In any
sector of activity, and 3. Whether it is a business enterprise, a public
administration, or a government department.
24 Draw the documentation pyramid. (Nov/Dec 2011) BL4

25 List down the main elements of ISO 14000. (April/May 2016) BL2
1. Environmental policy, 2. Environmental aspects, 3. Legal and other
requirements, 4. Objectives and targets Environmental management program
Structure and responsibility, 5. Training awareness and competence, 6.
Communication, 7. EMS documentation, 8. Document control, 9.
Operational control Emergency preparedness and response, 10. Monitoring and

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measurement and 11. Non-conformances and corrective and preventive.

26 Write down the benefits of ISO 9000 certification. (April/May 2016) BL4
Increased marketability, Reduced operational expenses, Better management
control, Increased customer satisfaction, Improved internal communication,
Improved customer service, Reduction of product-liability risks and
Attractiveness to investors.
27 What are the core elements of QMS? (Nov/Dec 2016) (Nov/Dec 2022) BL2
1. Quality Policy with quality objectives and KPIs
2. Quality Manual detailing management responsibilities, organizational chart,
description of the company and what it does
3. Procedures – overview of specific parts of Nemesis Now operations – e.g.
warehousing, sales etc. Should also include procedure for Non-conformities,
corrective actions and preventive actions, and control of documents and
records
4. Work instructions – detailed description of specific operations, such as
completing a quote, invoicing, sales appointment etc.
5. Internal audit – periodic review of the Quality Management System and how
it is being implemented, including a review of non-conformities
6. Management review – a review by senior management of the internal audit
results and other quality data, including whether the KPIs have been
achieved and any tends in data
28 What are the important requirements of QS9000? (April/May 2017) BL4
1. Quality systems assessment guide, 2. Advanced product quality planning and
control plan reference manual, 3. Production part approval process manual, 4.
Measurement system analysis reference manual and 5. Fundamental statistical
process control reference manual.
29 Mention the different types of quality audits. (April/May 2017) BL2
Quality auditing is done by both internal and external bodies.
Based on the type of auditor, it is classified as: 1. First party audit, 2. Second
party audit and 3. Third party audit
It is also classified based on the area of coverage as: 1. System audit, 2. Process
audit and 3. Product audit.
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30 Give the ISO 9000 Series of Standards? BL2

ISO 9000, “Quality Management and Quality Assurance

Standards Guidelines for Selection and Use”.

ISO 9001, “Quality Systems - Model for Quality Assurance in Design,

Development, Production, Installation & Servicing”.

ISO 9002, “Quality Systems - “Model for Quality Assurance in Production,

Installation & Servicing”.

ISO 9003, “Quality Systems - “Model for Quality Assurance in Final

Inspection and Test”.

ISO 9004-1, “Quality Management and Quality System Elements -

Guidelines”.
31 What is the objective of QS 9000? BL2
To develop fundamental quality systems based on continuous improvement,
direct prevention, reduction of variation and waste elimination in the
automobiles supply chain.
32 Differentiate between ISO 9000 and QS 9000.(Nov/Dec 2012) BL4
ISO 9000 has become an international reference for quality
management requirements are being achieved in the delivered product.
QS 9000 is set of quality system requirements to help automotive
suppliers to ensure that they are meeting/exceeding customer requirement.
33 Compare QS 9000 with TS 16949 quality system BL4
 Both are related to automotive quality system standards, now QS 9000
is being replaced by ISO /TS 16949 standards.
 QS 9000 is basically product approach whereas TS 16949 is a
process approach.
 The other difference between QS 9000 and ISO/TS 16949 relate to the
aspects of customer satisfaction and employee motivation
 TS 16949 is much less focus on documentation and more focus on
how the system is performing in achieving customer satisfaction
34 What does it mean to be AS9100 certified? BL1
AS9100 Certification Definition. AS9100 is a company level certification
based on a standard published by the Society of Automotive Engineers

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(SAE) titled "Quality Systems-Aerospace Model for Quality Assurance in

Design, Development, Production, Installation and Servicing".
35 Define TL 9000. BL1
TL 9000 is a quality management practice designed by the QuEST Forum in
1998. It was created to focus on supply chain directives throughout
the international telecommunications industry, including the USA.
36 What are the organizations are present to maintain and inspection of BL1
EMS.(Jan/Feb 2022)
Organization standard
(i) Environmental Management system,
(ii) Environmental Auditing (EA) and
(iii) Environmental Performance Evaluation (EPE)
Product standard
(i) Environmental Aspects in product Standards(EAPS),
(ii) Environmental Labels and Declaration(ELD),and
(iii) Life Cycle Assessment(LCA)
37 What are the benefits of ISO registration? (Nov/Dec2022) BL4
Meet customer requirements as committed
1. Improve firm and product quality
2. Increased customer satisfaction
3. More clients and more revenue
4. Become a multinational company with global acceptance to do business
5. Consumers can have confidence that the products are reliable and of good
quality
6. International Standards (ISOs) ensure safety and quality, showing
consumers that businesses they buy
from are operating in a safe way, producing reliable goods without unduly
harming the environment.
7. One of the main benefits of ISO standards is that it prepares organizations in
advance to deal with risks and turn them into opportunities
PART – B
1 Explain documentation in quality standard. BL2
2 Explain the requirements of ISO system to documentation. (April/May BL4
2016)
3 Explain quality audits in detail. (Nov/Dec 2011) BL2
4 List and explain the elements of ISO 9000 quality system. (April/May BL3
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2013; April/May 2014) (Nov/Dec 2022)

5 Discuss about implementation of ISO 9001. (Nov/Dec 2016) BL5
6 Discuss the benefits of ISO 9000 certification. (April/May 2013) BL5
7 Explain various divisions of ISO 14000 Standards. (Nov/Dec 2016). BL2
8 Explain the major elements of environmental management system. BL2
(April/May 2014) (Nov/Dec 2022)
9 Explain the benefits of EMS. (Nov/Dec 2011) BL2
10 Explain ISO 14000 standards and list the benefits. / What are the BL4
requirements, objectives and benefits of ISO 14000 system? (April/May
2016; Nov/Dec 2017, Jan/Feb 2022)
11 Discuss the implementation of AS 9100. BL5
12 Discuss the implementation of TQM with a case study from the BL6
manufacturing industry. (Nov/Dec 2011) (Apr/May 2019, Jan/Feb 2022)
PART – C
11 Discuss the need for standardization procedures for quality assurance. BL5
(April/May 2016)
12 Enumerate the various aspects of ISO 14000 environmental management BL5
system. Brief the various principles of ISO 14000 series. (April/May 2017)
13 Illustrate the detailed procedure for quality auditing. Brief the attributes BL5
of a good auditor. (April/May 2017)
14 Explain how each element of TQM contributes to products and services of BL2
superior quality. (Nov/Dec 2017)

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