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Dr. NAVALAR NEDUNCHEZHIYAN COLLEGE OF
ENGINEERING
Tholudur, Cuddalore (Dt) – 606 303.
DEPARTMENT OF ELECTRONICS AND COMMUNICATION ENGINEERING
QUESTION B ANK
Subject Code/Subject: MG1301/^ TOTAL QUALITY MANAGEMENT
Name : U.UTHAIYAVATHI Designation : ASSISTANT PROFESSOR
Dept : ECE Semester : VIII
UNIT I
INTRODUCTION
Definition of quality – Dimensions of quality – Quality planning – Quality costs – Analysis
techniques for quality costs – Basic concepts of total quality management – Historical review –
Principles of TQM – Leadership – Concepts – Role of senior Management – Quality council –
Quality statements – Strategic planning – Deming philosophy – Barriers to TQM implementation.
PART- A (1 MARK)
1. The statement of an organization's commitment to quality is (A ) Policy (B) Vision (C) Mission (D) Principle 2. Which of the following is not a defect metric? (A) Location (B) Cause (C). Time to fix (D) All the above 3. Quality improvement programs may require the product itself to be changed. (A) True (B) False 4. The basis upon which adherence to policies is measured is (A) standard (B). Requirement (C) Expected result (D) Value 5. Which of the following does not form a part of a workbench? (A). Standards (B) Quality attribute (C) Quality control (D) Procedures 6. The focus on the product is highest during (A) a walkthrough (B) checkpoint review (C) an inspection (D)All the above 7. During an inspection, inspectors normally make suggestions on correcting the defects found. (A). True (B) False 8. There are _______ numbers of function types. (A) 2 (B) 3 (C) 4 (D) 5 9. The Quality manager will find it difficult to effectively implement the QAI Quality Improvement Process, unless his organization is willing to accept the Quality principles as (A)The organization’s policy (B)A challenge (C)The corporate vision (D)All the above 10. Baselines measure the _____________________ change. (A) situation prior to (B) Expectation of benefits of (C) Effects of (D)Desirability of 11. Modifying existing standards to better match the need of a project or environment is (A). Definition (B) Standard for a standard (C) tailoring (D) Customization 12. Malcolm Baldridge National Quality Award has the following eligibility categories/ dimensions
(A) Approach (B) Deployment (C) Results (D) Manufacturing service & small business
13. The term “benchmarking” means (A) Comparing with past data from your organization (B) Comparing with the results of a market survey (C) Comparing with the results of a customer survey (D) none of the above 14. The activity which includes confirming understanding, brainstorming and testing ideas is a (A) Code walkthrough(B)Inspection(C) Review (D) Structured walkthrough 15. The following can be considered to measure quality: (A) Customer satisfaction (B) Defects(C) Rework(D) All the above 16. The objective of TQM is A) to improve process (B) To improve profitability (C) All of the above (D) None of the above 17. System Test Plan will not include (A) Approach (B) Pass/Fail criteria (C) risks (D) Suspension and Resumption criteria 18.The following is NOT a category in MBNQA criteria: (A) Leadership(B) HR Focus (C) Quality management(D)Information and Analysis 19. The following are types of listening are: (A) Descriptive listening (B) Compensation listening (C) Apprehensive listening (D) All of the above
20.Complaints must be resolved within (A) An hour (B) four miutes(C)A day (D)Four hours
ANSWER:
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 A D B A B B B C D A C D D C D A C C C B
PART-B (2 MARKS)
21. Define Total Quality? (A.U/APRIL/MAY2008) 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. 22. Define Quality? Quality = Performance x Expectations 23. What are the Dimensions of Quality? (A.U/NOV/DEC2007) Features : Conformance, Reliability, Durability, Service, Response, Aesthetics, Reputation 24. Give the Basic Concepts of TQM? (APRIL/MAY2008) A committed and involved management to provide long-term top-to-bottom organizational support.An unwavering focuses on the customer, both internally and externally.Effective involvement and utilization of the entire work force. Continuous improvement of the business and production measures for the processes. 25. Give the Principles of TQM? (A.U/NOV/DEC2007) Constancy of purpose: short range and long range objectives aligned Identify the customer(s); Customer orientation Identification of internal and external customers Continuous improvement Workflow as customer transactions
(iii)Create the total education and training plan. (iv) Determine and continually monitor the cost of poor quality.
38. What does a typical meeting agenda contain after establishing the TQM? (A.U/APRIL/MAY2008) ii) Customer satisfaction report iii) Progress on meeting goals iv) New project teams v) Recognition dinner vi) Benchmarking report 39. What are the various quality statements? (A.U/NOV/DEC2007) * Vision Statement * Mission Statement * Quality Policy Statement 40. Give the basic steps to strategic quality planning? (A.U/NOV\DEC 2008) i)Customer needs ii)Customer positioning iii)Predict the future iv)Gap analysis v)Closing the gap vi)Alignment vii)Implementation 41. What is a quality policy? (A.U/APRIL/MAY2008) The Quality Policy is a guide for everyone in the organization as to how they should provide products and service to the customers. The common characteristics are Quality is first among equals. Meet the needs of the internal and external customers. Equal or exceed the competition. Continually improve the quality. Include business and production practices. Utilize the entire work force.
PART – C 16 MARKS)
**42) What is quality cost? Explain the techniques used for Quality cost? (A.U/APRIL/MAY2008)
- Explain the principles of TQM? (A.U/NOV/DEC 2007) (A.U/APR/MAY 2006)
- Explain Deming Philosophy? (A.U/APRIL/MAY2008)
- Explain the barriers to TQM implementation? (A.U/NOV/DEC2007)
- Explain the concepts of Leadership? (A.U/APRIL/MAY2008)**
UNIT II
TQM PRINCIPLES
Customer satisfaction – Customer perception of quality – Customer complaints – Service quality Customer retention – Employee involvement – Motivation – Empowerment – Teams - Recognition and reward – Performance appraisal – Benefits – Continuous process improvement
- Juran trilogy – PDSA cycle – 5S-kaizen – Supplier partnership – Partnering – Sourcing – Supplier selection – Supplier rating – Relationship development– Performance measures – Basic concepts – Strategy – Performance measure.
PART – A (1 MARK)
47.Quality Assurance personnel must not be involved in changing work products. (A) True (B)False
48. The purpose of cost-of -quality computations is to show how much is being spent for the quality control and quality assurance program. (A) True (B) False 49. The method by which release from the requirements of a specific standard may be obtained for a specific situation is a (A) Tailoring (B) Customization (C) Force Field Analysis (D) waver 50. Measures designed to minimize the probability of modification, destruction, or inability to retrieve software or data is (A) Preventive security (B). Corrective security (C) Protective security (D). None of the above
51. Quality assurance is a function responsible for (A) Controlling quality (B) managing quality (C) Inspections (D) removal of defects 52. The word management in quality assurance describes many different functions, encompassing (A) Policy management (B) Human resources management, safety contro (C) All of the above (D) None of the above 53. Malcolm Balridge National Quality Award is an annual award to recognize U.S. companies which excel in (A) Quality achievement (B) Quality management (C) Both of the above (D) None of the above 54. With defined process in SEI’s process model, organization will achieve the foundation for major and continuing process. (A) True (B) False 55. Statistical process control help to identify the __________ of process problems which are causing defects. (A) Root cause (B) Nature (C)Person/persons involved (D) All of the above 56. Statistical methods are used to differentiate random variation from (A) Standards (B) Assignable variation(C) Control limits (D)Specification limits 57. Random causes of process problems can be ___________ eliminated. (A) Sometimes (B) Never (C) Rarely (D) Always 58. Complexity measurements are quantitative values accumulated by a pre-determined method for measuring complexity of a (A) Software engineering process (B)software product (C) Data base (D) Project team 59. Function points provide an objective measure of the application system -------------that can be used to compare different kinds of application systems. (A) Size (B) Complexity (C) Performance (D) Operation easy 60. Function point analysis requires information on hardware and software for the application system. (A) True (B) False
61. 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:
(A)Quality Assurance (B)Quality Control (C)Quality Planning (D)Quality Review
62. 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
63. A histogram ordered by frequency of occurrence that shows how many results were generated by each
identified cause is:
(A) Statistical Histogram (B)Juran Histogram (C)Fishbone Diagram (D)Pareto Diagram
64. Tools and techniques used during the Quality Planning process include:
(A) Benefit / cost analysis (B)Benchmarking (C)Quality audits (D)a and b
65. The overall intentions and direction of an organization with regard to quality as formally expressed by top
management is a:
(A) Quality Plan (B)Quality Statement (C)Quality Policy (D)TQM
66. CIP is:
(A)Continuous improvement process (B)A sustained, gradual change (C)a and b (D)all of the above
ANSWER: 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 A B D A B D B A B B D B A B A B D D C D
82. What are the types of teams? (NOV/DEC2007) i)Process improvement team ii)Cross-functional team iii)Natural work teams iv)Self-directed/self-managed work teams 83. What are the characteristics of successful teams? (APRIL/MAY2008) Sponsor, Team charter, Training ,, Ground rules, Accountability, Well-defined decision procedures, Resources, Trust, Effective problem solving ,,Open communication, Appropriate leadership, Balanced participation, Team composition,Clear objectives 84. What are the decision-making methods? (NOV/DEC2007) Non decision Unilateral decision Handclasp decision Minority-rule decision Majority-rule decision Consensus 85. What are the stages of team development? (NOV\DEC 2008) Forming, Storming, Norming, Performing, Adjourning 86. Give some common team problems? (APRIL/MAY2008) Floundering, Overbearing participants, Dominating participants, Reluctant participants Unquestioned acceptance of opinions as facts,Rush to accomplish, Attribution, Discounts and “plops”, Wanderlust : digression and tangents, Feuding team members 87. What are the common barriers to team progress? (APRIL/MAY2008) Insufficient training, Incompatible rewards and compensation, First-line supervisor resistance Lack of planning, Lack of management support 88. Give the steps involved in training process? (APR/MAY 2006) 1st. Make everyone aware of what the training is all about. 2nd. Get acceptance. 3rd. Adapt the program. 4th. Adapt to what has been agreed upon. 89. Define Recognition and Reward? (APRIL/MAY2008) Recognition is a form of employee motivation in which the organization publicly acknowledges the positive contributions an individual or team has made to the success of the organization. Reward is something tangible to promote desirable behavior. Recognition and reward go together to form a system for letting people know they are valuable members of the organization. 90. What are the types of appraisal formats? (APR/MAY 2006) Ranking, Narrative, Graphic, Forced choice 91. What are the benefits of employee involvement? (APRIL/MAY2008) Employee Involvement improves quality and increases productivity because Employees make better decisions Employees are more likely to implement and support decisions they had a part in making. Employees are better able to spot and pinpoint areas for improvement. Employees are better able to take immediate corrective action. Employee involvement reduces labor/management hassle by more effective communications and cooperation. Employee involvement increases morale by creating a feeling of belonging to the organization. Employees are better able to accept change because they control the work environment.. 92. What are the basic ways for a continuous process improvement? (NOV/DEC2007) Reduce resources, Reduce errors, Meet or exceed expectations of downstream customers, Make the process safer, Make the process more satisfying to the person doing it. 93. What are the three components of the Juran Trilogy? (APRIL/MAY2008) Planning, Control, Improvement 94. What are the steps in the PDSA cycle? (NOV/DEC2007) The basic Plan-Do-Study-Act is an effective improvement technique. iii)Study the results
iv)Act on the results by identifying what worked as planned and what didn’t.
95. What are the phases of a Continuous Process Improvement Cycle? a) Identify the opportunity b) Analyze the process c) Develop the optimal solutions d) Implement e) Study the results f) Standardize the solution g) Plan for the future 96. Define 5S? (APRIL/MAY2008) 5S Philosophy focuses on effective work place organization and standardized work procedures. 5S simplifies your work environment, reduces waste and non-value activity while improving quality efficiency and safety. Sort – (Seiri) the first S focuses on eliminating unnecessary items from the workplace. Set In Order (Seiton) is the second of the 5Ss and focuses on efficient and effective storage methods. Shine: (Seiso) Once you have eliminated the clutter and junk that has been clogging your work areas and identified and located the necessary items, the next step is to thoroughly clean the work area. Standardize: (Seiketsu) Once the first three 5S’s have been implemented, you should concentrate on standardizing best practice in your work area. Sustain: (Shitsuke) This is by far the most difficult S to implement and achieve. Once fully implemented, the 5S process can increase morale, create positive impressions on customers, and increase efficiency and organization. 97. What is a Kaizen? (APRIL/MAY2008) Kaizen is a Japanese word for the philosophy that defines management’s role in continuously encouraging and implementing small improvements involving everyone. It is theprocess of continuous improvement in small increments that make the process more efficient,effective, under control and adaptable. 98. What are the three key elements to a partnering relationship? (NOV\DEC 2008) -term commitment 99. What are the three types of sourcing? (APRIL/MAY2008) Sole sourcing, Multiple sourcing, Single sourcing 100. What are the ten conditions for the selection and evaluation of suppliers? (APR/MAY 2006) I. The supplier understands and appreciates the management philosophy of the organization. II. The supplier has a stable management system. III. The supplier maintains high technical standards and has the capability of dealing with future technological innovations. IV. The supplier can supply precisely those raw materials and parts required by the purchaser, and those supplied meet the quality specifications. V. The supplier has the capability to produce the amount of production needed or can attain that apability. VI. There is no danger of the supplier breaching corporate secrets. VII. The price is right and the delivery dates can be met. In addition, the supplier is easily accessible in terms of transportation and communication. VIII. The supplier is sincere in implementing the contract provisions. IX. The supplier has an effective quality system and improvement program such as ISO/QS 9000. X. The supplier has a track record of customer satisfaction and organization credibility. 101. What are the four phases of inspection? (APR/MAY 2006) i. 100% inspection ii. Sampling iii. Audit iv. Identity check 102. What are the objectives of Performance measures? (APRIL/MAY2008) i. Establish baseline measures and reveal trends. ii. Determine which processes need to be improved iii. Indicate process gains and losses. iv. Compare goals with actual performance. v. Provide information for individual and team evaluation. vi. Provide information to make informed decisions. vii. Determine the overall performance of the organization. 103. What are the characteristics used to measure the performance of a particular process? (NOV\DEC 2008) i. Quantity ii. Cost iii. Time iv. Accuracy v. Function vi. Service
116.The ability of a product to be used for different purposes at different capacities and under different
conditions determines its:
(A)Usability (B) Flexibility (C) Operability (D) Availability
117. Which of the following is not considered a cost of nonconformance to quality?
(A)Scrap (B) Rework (C) Expediting (D)Process control
118. What percentage of sales is estimated to be the cost of non-quality?
(A)3-5% (B)12-20% (C)30-40% (D)6-8%
119. A series of consecutive points on the same side of the average is called
(A)Run (B)Trend (C)Outliers (D)Cycle
120. 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
121. A structured tool, usually industry or activity specific, used to verify that a set of required steps has been
performed is called:
(A)Quality Policy (B)Check list (C)Trend analysis (D)Pareto diagram
122. A tool that analyzes the Input to a process to identify the causes of errors is called:
(A)Cause and effect diagram (B)Scatter diagram (C)Ishikawa diagram (D)a and c
123. The concept of zero inventory is called:
(A)Six sigma (B)Continuous improvement (C)Just in Time (D)Zero defects
124. Quality assurance is
(A)top management's intention regarding quality (B)functions determining implementation of the quality policy (C)actions to provide confidence of satisfying quality requirements (D)all of the above
125. Quality is
(A)zero defects (B)a problem (C)a specification (D)a cost
126.Which are the best two charts to show trends in a process?
(A)Pareto and Control (B)Control and Run (C)Histogram and Run (D)Gantt and Pert
127. The pillars) of quality is (are)
(A)Quality is free (B)Doing it right the first time (C)Zero defects (D)B and C
128. When a product or service completely meets a customer's requirements:
(A)quality is achieved (B)cost of quality is high (C)cost of quality is low (D)the customer pays the minimum price
129. The process of determining that technical processes and procedures are being performed in conformance
with scope requirements and quality plans is called quality (A)management (B)assurance (C)process review
(D)control
130 Quality is often influenced by all of the following except:
(A) fabrication processes and methods (B)supervision (C)inspection (D)cost of materials
131. The __________ of a product or service mostly affects its reliability and maintenance characteristics.
(A)design (B)concept (C)fabrication (D)performance
132. Poor quality in a design project is likely to directly affect __________ costs.
(A)manufacturing / building (B)advertising (C)overhead (D)A and D
ANSWER: 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 A A C B D B A D B D C C C B D A C C 131 132 A D
PART-B (2 MARKS)
133. Define Statistics? (APRIL/MAY2008) Statistics is defined as the science that deals with the collection, tabulation, analysis, interpretation, and presentation of quantitative data. 134. What is a measure of central tendency? (APR/MAY 2006) A measure of central tendency of a distribution is a numerical value that describes the central position of the data or how the data tend to build up in the center. There are three measures in common in use in quality viz, the average, the median and the mode. 135. What is Measures of dispersion? Measures of dispersion describe how the data are spread out or scattered on each side of the central value. The measures of dispersion used are range and standard deviation. 136. What is a normal curve? (APR/MAY 2006) The normal curve is a symmetrical, unimodal, bell-shaped distribution with the mean, median and mode having the same value. 137. What is the use of the control chart? (APRIL/MAY2008) The control chart is used to keep a continuing record of a particular quality characteristic. It is a picture of process over time. 138. Give the objectives of the attribute charts? (APRIL/MAY2010) Determine the average quality level. Bring to the attention of management any changes in the average. Improve the product quality. Evaluate the quality performance of operating and management personnel. Determine acceptance criteria of a product before shipment to the customer. 139. Define Six Sigma Problem Solving Method? (APRIL/MAY2008) Define - improvement opportunity with an emphasis on increasing customer satisfaction. Measure - determine process capability (Cp/ Cpk) & dpmo (defects per million opportunities). Analyze - identify the vital few process input variables that affect key product output variables (“Finding the knobs”). Improve - Make changes to process settings, redesign processes, etc. to reduce the number of defects of key output variables. Control - Implement process control plans, install real-time process monitoring tools, standardize processes to maintain levels. 140. What are the new seven management tools? (APRIL/MAY2008) i. Affinity Diagram ii. Interrelationship Digraph iii. Tree Diagram iv. Matrix Diagram v. Prioritization Matrices vi. Process Decision Program Chart vii. Activity Network diagram 141. Give the seven tools of quality? (APRIL/MAY2008) Pareto Diagram , Process Flow Diagram, Cause-and-Effect, DiagramCheck Sheets, Histogram, Control Charts, Scatter Diagrams 142.Give the usage of C&E diagrams? (NOV\DEC 2008) Analyze actual conditions for the purpose of product or service quality improvement, more efficient use of resources, and reduced costs. Eliminate conditions causing nonconformities and customer complaints. Standardize existing and proposed operations. Educate and train personnel in decision-making and corrective-action activities. 143. Define Six Sigma? (APRIL/MAY2008) Six-Sigma is a business process that allows organizations to drastically improve their bottom line by designing and monitoring every day business activities in ways that minimize waste and resources while increasing customer satisfaction. It is achieved through continuous process measurement, analysis & improvement. 144. What are the various histogram shapes? (NOV\DEC 2008) Symmetrical, Skewed right, Skewed left, Peaked, Flat, Bimodal, Plateau distribution, Comb distribution, Double peaked distribution
158. The quality management tool that can be described as "a diagram that rank and displays defects in order
of frequency of occurrence (from left to right)" is a:
(A)control chart (B)vertical bar chart (C)histograms (D)Pareto chart
159. From the project manager's perspective, quality management is __________ limited to assessing the
attributes of the tools provided to do the work.
(A)always (B)usually (C)not (D)seldom
160.The primary responsibility for establishing design and test specifications should rest
(A)purchasing (B)engineering (C)manufacturing (D)quality control
161. Which of the following is least likely to contribute to developing an effective project team supportive of
quality?
(A)Commitment to the project (B)Team member flexibility (C)Frequent turnover of personnel (D)Team interest in workmanship
162. Which of the following is least likely to contribute to developing an effective project team supportive of
quality?
(A)Commitment to the project (B)Team member flexibility (C)Frequent turnover of personnel (D)Team interest in workmanship
163.Primary responsibility for quality management in the project rests with the:
(A)project engineer (B)purchasing agent (C)quality manager (D)project manager
164. 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
165. Unless evidence indicates otherwise, a process is assured to be
(A)in control (B)out of control (C)working at full capacity (D)working at less than full capacity
166. Which of the following statements best characterizes the quality management practice called
benchmarking?
(A)The ISO term for progress measurement (B)Comparing planned project practices to those of other projects (C)A technique used to test certain types of electronic equipment (D)The difference between grade and quality
167. Quality management is defined as the process of ensuring that a project meets the of the project's clients,
participants, and shareholders.
(A)specifications and statements of work (B)legal and financial obligations (C) expectations and desires (D)needs and expectations
168. The primary components of quality management are quality __________.
(A)inspections, certifications, and validations (B)philosophy, assurance, and control (C)form, fit, and function (D)reliability, maintainability, and availability
169. Quality assurance is defined as the managerial process that determines __________ that provide the
customers with performance standards and feedback on the performance
(A)time, scope, cost, and resources (B)human resources, dollars, materials, and duration (C)time, location, duration, and completion (D)organization, design, objectives
170. Quality control is the technical processes that __________ the project's progress against the performance
standards.
(A)inspect, certify, and verify (B)examine, analyze, and report (C)inspect, examine, and determine (D)identify, measure, and report
171. Statistical Process Control uses diagrams called "Control Charts." These charts depict horizontal, parallel
lines to represent __________ standard deviations.
(A)six (B)five (C)four (D)three
172. When data is plotted on the control charts, the data is of two types: R and -bar. The R data represent
points of a __________ while the X-bar data represent points of a(n) __________.
(A)random sample; cross-matrix sample (B)real sample; simulated sample (C)100 percent sampling; 10 percent sampling (D)sampling run; average of several runs
173. The cost of quality has been argued as being primarily driven by the workers. When items were produced
that did not meet the customers' expectations, the workers were "found" to be at fault. Current thinking is that
management has at least __________ percent of the responsibility for the cost of quality.
(A)85 (B)75 (C)65 (D)
174. A quality program within a project should be based on __________ of errors to improve productivity along
with quality levels.
(A)early correction (B)late detection (C)late correction (D)prevention 175.The highest point of Maslow's hierarchy of needs is: (A)physiological satisfaction. (B)attainment of survival. (C)need for association. (D)esteem. ANSWERS: 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 D B D C D C C D C A B D B D B D D 173 174 175 A D D
PART-B (2 MARKS)
176. Define Benchmarking? (APRIL/MAY2008) Benchmarking is a systematic method by which organizations can measure themselves against the best industry practices. The essence of benchmarking is the process of borrowing ideas and adapting them to gain competitive advantage. It is a tool for continuous improvement. 177. Enumerate the steps to benchmark? (APRIL/MAY2008) a) Decide what to benchmark b) Understand current performance c) Plan d) Study others e) Learn from the data f) Use the findings 178. What are the types of benchmarking? (NOV\DEC 2008) i. Internal ii. Competitive iii. Process 179. What is a QFD? 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. 180. What are the benefits of QFD? (APRIL/MAY2010) i. Customer driven ii. Reduces implementation time iii. Promotes teamwork iv. Provides documentation 181. What are the steps required to construct an affinity diagram? (APRIL/MAY2008) i. Phrase the objective ii. Record all responses iii. Group the responses iv. Organize groups in an affinity diagram 182. What are the parts of house of quality? (APRIL/MAY2008) i. Customer requirements ii. Prioritized customer requirements iii. Technical descriptors iv. Prioritized technical descriptors v. Relationship between requirements and descriptors vi. Interrelationship between technical descriptors 183. How will you build a house of quality? (NOV/DEC2007) 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
Concept FMEA Service FMEA System FMEA Environment FMEA etc.
192. Define TPM?(NOV/DEC 2010) T : Total = All encompassing by maintenance and production individuals working together. P : Productive = Production of goods and services that meet or exceed customer’s expectations. M : Maintenance = Keeping equipment and plant in as good as or better than te original condition at all times.
PART- C (16 MARKS)
193.Explain the Bench marking Process and reasons to Benchmark? (APRIL/MAY2008) 194)Explain the QFD process? (NOV/DEC2007) (NOV\DEC 2008) 195)Explain the House of Quality in Quality Function Deployment? 196.How to build a house of quality(NOV/DEC2007) 197.What is FMEA?Explain the stages of FMEA?
UNIT V
QUALITY SYSTEMS
Need for ISO 9000 and other quality systems – ISO 9000:2000 quality systems – Elements, implementation of quality system – Documentation – Quality auditing – TS 16949 – ISO 14000
- Concept – Requirements and benefits.
PART- A (1 MARK)
198.Who is ultimately responsible for quality management on the project? (A)Project engineer (B)Project manager (C)Quality manager (D)Team member
199. A heuristic is best described as a: (A)control tool. (B)scheduling method. (C)planning tool. (D)rule of thumb. 200.If earned value (EV) = 350, actual cost (AC) = 400, planned value (PV) = 325, what is cost variance (CV)? (A)350 (B)-75 (C)400 (D)- 201. A team is using a fishbone diagram to help determine what quality standards will be used on the project. What part of the quality management process are they in? (A)Perform quality control (B)Perform quality assurance (C)Quality planning (D)Variable analysis 202.The equivalent of cost reimbursable contracts is frequently termed: (A)Back charge contracts. (B)Fixed price contracts. (C)Progress payment contracts. (D)Cost plus contracts. 203. A project manager must have some work done by an outside contractor. This work has a great deal of risk associated with it, and it has become very difficult to find a contractor willing to take on the job. Which of the following types of contract would offer the greatest incentive to the contractor? (A)Cost plus percentage of cost as an award fee (B)Cost plus fixed fee (C)Cost plus incentive fee (D)Firm fixed price 204. In the matrix management organization, which of the following is true? (A)The project manager is responsible for employee skills improvement. (B)The functional manager is responsible for employee skills improvement. (C)The project manager is responsible for the employee.s annual appraisal.
(D)The employee is responsible for his or her own skills improvement. 205.Your program manager has come to you, the project manager, for help with a bid for her newest project. You want to protect your company from financial risk. You have limited scope definition. What is the BEST type of contract to choose? (A)Fixed price (FP) (B)Cost plus percent of cost (CPPC) (C)Time and material (T&M) (D)Cost plus fixed fee (CPFF) 206.The project management process groups are: (A)Initiating, planning, expediting, and control. (B)Plan, organize, develop, and control. (C)Plan, do, observe, commit. (D)Initiating, planning, executing, controlling, 207.In which project management process group is the detailed project budget created? (A)Initiating (B)Before the project management process 11 (C)Planning (D)Executing 208.Which of the following conflict resolution techniques will generate the MOST lasting solution? (A)Forcing (B)Smoothing (C)Compromise (D)Problem solving
209. Decomposing the major deliverables into smaller, more manageable components to provide better control is called: (A)Scope planning. (B)Scope definition. (C)Scope verification. (D)All the above 210.Any numbering system that is used to monitor project costs by category such as labor, supplies, or materials, for example, is called: (A)Chart of accounts. (B)Work breakdown structure. (C)Universal accounting standard. (D)Standard accounting practices.
211.Workarounds are determined during which risk management process? (A)Risk identification (B)Quantitative risk analysis (C)Risk response planning (D)Risk monitoring and control 212.A person who is involved in or may be affected by the activities or anyone who has something to gain or lose by the activity of the project is called a: (A)Team member. (B)Customer. (C)Stakeholder. (D)Supporter. 213.A temporary endeavor undertaken to create a new product or service is called a: (A)New product development. (B)Project. (C)Program. (D)Enterprise.
214. What conflict resolution technique is a project manager using when he says, "I cannot deal with this issue now!" (A)Problem solving (B)Forcing (C)Withdrawal (D)Compromising 215. Which phase of the project is likely to have the greatest amount of its funding spent? (A)Initiating (B)Executing (C)Planning (D)Closeout 216.The document that is proof of upper management.s commitment to the project and gives the authority to manage the project to the project manager is called: (A)The project plan. (B)The project goals and objectives. (C)The project charter. (D)The project definition. 217.Which of the following represents the estimated value of the work actually accomplished? (A)Earned value (EV) (B)Planned value (PV) (C)Actual cost (AC', (D)Cost variance (CV)
ANSWERS: 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 B D D C D A B D D B D B A D D B 214 215 216 217 C B C A
PART-B (2 MARKS)
Environmental Labeling Life-Cycle Assessment
229. Define Quality Audits? Quality Audits examine the elements of a quality management system in order to evaluate how well these elements comply with quality system requirements. 230. Analyze TQM? 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. 231. What are the benefits of ISO? (NOV\DEC 2008) Fewer on-site audit by customers. Increased market share. Improved quality, both internally and externally. Improve product and service quality levels from suppliers. Greater awareness of quality by employees. A documented formal systems. Reduced operating costs. 232. Give the ISO 9001 requirements? (NOV/DEC2007) i)Scope ii) Normative Reference iii) Terms and Definitions iv) Quality Management System v) Management Responsibility vi) Resource Management vii) Product Realization viii) Measurement, Analysis & Improvement 233. What are the methods of actual audit? (NOV\DEC 2008) i. Examination of documents ii. Observation of activities iii. Interviews
PART- C ( 16 MARKS)
234) explain the elements of ISO 9000:2000? (APRIL/MAY2008)
235)Explain the implementation and documentation of Quality System?
236)Explain the requirements of ISO 14000? (APRIL/MAY2008)
237)Explain the Benefits of ISO 14000? (NOV/DEC2007) (APRIL/MAY2010)
238)Discuss about ISO 9000:2000 Quality Systems? (APRIL/MAY2008)
239)Why is ISO 9000 important? (NOV/DEC2007) (APRIL/MAY2009)
