Total Quality Management-1


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Assignment – A

Q1. TQM Applications has its Limitations. Do you agree with this statement? Justify your answer giving examples

Q2. Discuss in brief the philosophies of Deming and Juran and do the comparative assessment of the two.

Q3. Explain giving examples as to how ISO standards can benefit the society.

Q4. List out the conventional seven quality control tools. Explain any two in brief.

Q5. Discuss the advantages and disadvantages of using Kaizen. Support your answer with relevant examples

Assignment – B

Q1. What do you understand by Process capability! Illustrate with the help of an example.

Q2. Discuss the role of steering committee. Illustrate with the help of a case of any organization you know.

Q3. What do you understand by ‘Total quality Management’? Discuss the objectives of total quality management. In what way the approach to Total Quality Management has changed over the last ten years?

Q4 [a] suppose that you are working in an organization which wants to develop an effective implementation methodology for ISO 9000 Quality Management system. How will you help your Organization in developing an effective implementation methodology?

[b] Discuss the four absolutes of quality in context to the Organization you are working in or are familiar with.



Assignment – C

01.) The inspection of the project through the implementation phase is critical to ensure that quality standards are being met. The use of vendors is most often required to obtain critical materials, components, or sub-assemblies. To determine a vendor’s capabilities to produce to the specifications, a “shop survey” or audit of the vendor may be required. The areas for the audit should include .

A. facilities and shop space

B. experience and capability with similar work

C. quality assurance an control procedures

D. organization and quality of work in process

E. all of the above

Q2) The quality program may include the requirement for “witnessed inspections” of critical items for the project. When a subcontractor or vendor is to conduct a destructive test, the project manager must ensure the test is validated (witnessed) by a qualified member of his team. The purchase order or contract should contain a statement that requires the subcontractor or vendor performing the test to.

A. give a 30-day notice of when the test will be conducted and to provide a certificate of

completion within seven days following thetest

B. notify the project manager, in writing, of the date and time for witnessing the test

C. retain the residue of the item destroyed for a period of one year following completion of the


D. have present at the test at least three independent sources (individuals) who are qualified in

destructive testing procedures

E. report the results of the testing to an independent laboratory for confirmation and validation

of the procedures

Q3). The majority of advertisers appeal the public on the basis of which of the following?

A. Quality of product

B. Quality of staff

C. Inferiority of product

D. Inferiority of service

Q4). Which of the following was developed by Motorola to improve its processes by minimizing defects?

A.ISO 9000

B. Six sigma

C.QS 9000


Q5). The ‘Father’ of statistical quality control is:

A. F. W. Taylor

B. Joseph M. Juran

C. Philip Crosby

D. Walter Shewhart

Q6). The process of evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards is called:

1. Quality Assurance

2. Quality Control

3. Quality Planning

4. Quality Review

Q7). The process of monitoring specific project results to determine if they comply with relevant quality standards is called:

A. Quality Assurance

B. Quality Control

C. Quality Planning

D. Quality Review

Q8). The practice of ceasing mass inspections and ending awards based on price is credited to:

A. Edward Deming

B. Philip Crosby

C. Juran

D. Pareto

Q9). Cost of quality includes:

A. Cost of all work to build a product or service that conforms to the requirements

B. Training programs

C. Cost of all work resulting from nonconformance to the requirements

D. a and b

E. all of the above

Q10). The concept of zero inventory is called:

A. Six sigma

B. Continuous improvement

C. Just in Time

D. Zero defects

Qll). The zero defects concept

A. is a performance standard for management

B. is a motivational technique that promotes “doing it right the first time”

C. is used by management to communicate to all employees that everyone should do things right the first time

D. A and C

E. B and C

Q12). Financial compensation is the primary motivational tool for which of the following management theories or programs?

A. Zero Defects program

B. Theory X management

C. Theory Y management

D. Quality Control Circles

E. A and C

Q13). Just-in-time (JIT) is the concept of reducing inventories to:

A. 25% of former stock

B. Less than half of former stock

C. 75% of peak stock

D. zero stock

E. 15% of the cost of the product for a planned stock

Q14).The primary responsibility for establishing design and test specifications should rest with

A. senior management

B. procurement or purchasing

C. engineering

D. manufacturing

E. quality control

Q15).The ISO 9000 series is:

A. a set of instructions for preparing control charts

B. a set of guidelines for quality

C. a set of forms and procedures to ensure quality

D. an international standard that describes a recommended quality system

Q16). Which of the following models reflect horizontal processes beginning with suppliers and ending with customers?

A. Organism model

B.Mechanistic model

C.Cultural model

D.Total Quality model

Q17.) Which of the following is concerned about quality for achievement of TQM? A. The Managing Director

B. The Operative

C. The Quality Manager

D. Everyone in the organization

Q18.) Whose concepts are referred to as statistical quality control (SQC)?

A. Shewhart’s

B. Deming’s

C. Juran’s

D. Crosby’s

Q19) In which of the following operations great deal of variations can occur?

A. Manufacturing

B. Distribution

C. Purchasing

D. Selling

Q20) Which of the following results in low costs?

A. High productivity and high capacity utilization

B. Low productivity and low capacity utilization

C. Low productivity and high capacity utilization

D. High productivity and low capacity utilization

Q21) which of the following statements is TRUE for ISO 9000?

A. Describes the principles of a quality management system and defines the terminology

B. Describes the requirements relative to a quality management system either for internal use or

for contractual or certification purposes

C. Intended for internal use and not for contractual purposes, focuses particularly on continually

improving performance

D. Contains the guidelines for auditing quality management and/or environmental management


Q22) Identify the example of prevention costs.

A. Quality planning

B. Re-inspection

C. Product recalls

D. Customer returns

Q23 ) How can the quality be computed?

A. Quality = Expectation/Performance

B. Quality = Performance/Expectation

C. Quality = Performance+Expectation

D. Quality = Performance-Expectation

Q24.) Which of the following focuses on results, not process, and encourages short-term behavior?

A. Typical American MBO system

B. Typical Japanese MBO system

C. Typical Chinese MBO system

D. Uncommon Chinese MBO system

Q25.) Which of the following is viewed as a Consistent Pair?

A. ISO 9000 and ISO 9004

B. ISO 1987 and ISO 1992

C. ISO 1992 and ISO 1997

D. ISO 9001 and ISO 9004

Q26.) How many maturity levels are there in the Capability Maturity Model?

A. Four

B. Five

C. Six

D. Seven

Q27.) Which of the following is a unit for measuring process performance according to traditional view of quality?

A. Effective parts per thousand produced

B. Defective parts per thousand produced

C. Effective parts per hundred produced

D. Defective parts per hundred produced

Q28.)What are the ISO (International Organization for Standardization) series standards for industries such as automobiles?

A. ISO 9000

B. ISO 14000

C. QS 9000

D. AS 9000

Q29.) What is the objective of a TQM system?

A. Continuous improvement

B. Continual improvement

C. Business improvement

D. Process improvement

Q30.) Under which perspective of the balance scorecard, would you classify the operating cost management measurement?

A. The customer perspective

B. The business process perspective

C. The financial perspective

D. The learning & growth perspective

Q31.) Which of the following is the purpose of ISO 9001?

A. To define the minimum Quality Management System requirements needed to achieve customer satisfaction by meeting specified product requirements

B. To determine metals and metalloids in airborne particulate matter by inductively coupled plasma atomic emission spectrometry

C. To ensure that the IT service management processes are aligned both with the needs of the business and with international best practice

D. To evaluate ultimate aerobic biodegradability of organic compounds in aqueous medium by determination of oxygen demand in a closed respirometer

Q32.) Quality is one part of the three major parameters of a project. When the quality in a project exceeds the specifications that is called.

A. excellence

B. superior quality

C. deviation plus quality

D. gold plating

E. silver plating

Q33.) Zero Defects is an element of the quality management philosophy that is a

for all workers to be achieved .

A. slogan; whenever possible

B. slogan; most of the time

C. standard; at all times

D. standard; whenever possible

E. standard; during critical operations

Q34.) Self-inspection by the individual performing the work is used to achieve quality in a product. The advantages of self-inspection include .

A. immediate feedback to permit adjustments to the process

B. early identification of errors prior to further integration

C. minimization of end product repairs and material waste

D. reduction in the number of end product inspections and tests

E. all of the above

Q35.Poor quality in a design project is likely to directly affect costs.

A. manufacturing / building

B. advertising

C. overhead

D. post-completion support

E. A and D

Q36.The of a product or service mostly affects its reliability and maintenance characteristics.

A. design

B. concept

C. fabrication

D. performance

E. cost

Q37. You are sampling items from a batch and plotting the results on a control chart. How will an increase in the number of items sample affect the value of the standard deviation used to set the control limit?

A. increase it

B. decrease it

C. no effect on it

D. first increase it, then decrease it

E. first decrease it, then increase it

Q38. Financial compensation is the primary motivational tool for which of the following management theories or programs?

A. Zero Defects program

B. Theory X management

C. Theory Y management

D. Quality Control Circles

E. A and C

Q39. 80% of the problems are found in 20% of the work is a concept of:

A. Edward Deming

B. Philip Crosby

C. Juran

D. Pareto

Q40. The concept of making a giant leap forward followed by a period of maturity is:

A. Innovation

B. Continuous improvement

C. Just in time

D. Paradigm