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TOTAL QUALITY MANAGEMENT(MG1401)
UNIT-I
INTRODUCTION
1. Define Total Quality? 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. Define Quality? Quality = Performance x Expectations 3. What are the Dimensions of Quality? - Features - Conformance - Reliability - Durability - Service - Response - Aesthetics - Reputation 4. Give the Basic Concepts of TQM? - 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 process. - Treating suppliers as partners. - Establish performance measures for the processes. 5. Give the Principles of TQM? 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 Empower front-line worker as leader Quality is everybody’s business For a service industry, some elements of quality are: - empathy - trust; i.e. expertise, integrity, courtesy - responsiveness - tangible product attractiveness (curb appeal) - reliability, on time, no interruptions
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- Customer orientation to child care services, a marketing perspective
- Barriers that exist to a customer orientation 6. Give the Obstacles associated with TQM Implementation?
- Lack of management commitment
- Inability to change organizational culture
- Improper planning
- Lack of continuous training and education
- Incompatible organizational structure and isolated individuals and departments
- Ineffective measurement techniques and lack of access to data and results.
- Paying inadequate attention to internal and external customers.
- Inadequate use of empowerment and teamwork. 7. Give the Analysis Techniques for Quality Costs? i. Trend Analysis ii. Pareto Analysis 8. Define Quality Costs? Quality Costs are defined as those costs associated with the nonachievement of product or service quality as defined by the requirements established by the organization and its contracts with customers and society. 9. Give the primary categories of Quality cost?
- Preventive cost category
- Appraisal cost category
- Internal failure cost category
- External failure cost category 10. Give the typical cost bases?
- Labor
- Production
- Unit
- Sales 11. How will you determine the optimum cost?
- Make comparison with other organizations
- Optimize the individual categories
- Analyze the relationships among the cost categories 12. State the Quality Improvement Strategy?
- Reduce failure costs by problem solving
- Invest in the “right” prevention activities
- Reduce appraisal costs where appropriate and in a statistically sound manner
- Continuously evaluate and redirect the prevention effort to gain further quality improvement. 13. Define Quality Planning? A quality plan sets out the desired product qualities and how these are assessed and define the most significant quality attributes. It should define the quality assessment process. It should set out which organizational standards should be applied and, if necessary, define new standards.
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♣ Recognition dinner ♣ Benchmarking report
19. What are the various quality statements? o Vision Statement o Mission Statement o Quality Policy Statement 20. Give the basic steps to strategic quality planning? - Customer needs - Customer positioning - Predict the future - Gap analysis - Closing the gap - Alignment - Implementation 21. What is a quality policy? 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.
UNIT –II TQM PRINCIPLES
22. What is a mission statement? The mission statement answers the following questions: who we are, who are the customers, what we do, and how we do it. 23. What is a vision statement? The vision statement is a declaration of what an organization should look like five to ten years in a future. 24. What are the important factors that influenced purchases? - Performance - Features - Service - Warranty - Price - Reputation 25. Give the need for a feedback in an organization? Discover customer dissatisfaction.
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Discover relative priorities of quality. Compare performance with the competition. Identify customer’s needs. Determine opportunities for improvement.
26. List the tools used for feedback? - Comment cards - Surveys - Focus groups - Toll-free telephone lines - Customer visits - Report cards - The internet - Employee feedback - American Customer Satisfaction Index 27. What are the activities to be done using customer complaints? Investigate customer’s experience both positive and negative, and then acting on it promptly. Develop procedures for complaint resolution. Analyze complaints. Work to identify process and material variations and then eliminate the root cause. When a survey response is received, a senior manager should contact the customer and strive to resolve the concern. Establish customer satisfaction measures and constantly monitor them. Communicate complaint information, as well as the results of all investigations and solutions, to all people in the organization. Provide a monthly complain report to the quality council. Identify customer’s expectations beforehand rather than afterward through complaint analysis. 28. What are the elements of customer service? - Organization - Customer care - Communication - Front-line people - Leadership 29. Define Customer Retention? Customer retention represents the activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line. It is the nexus between the customer satisfaction and the bottom line. 30. Define Employee Involvement? Employee involvement is a means to better meet the organization’s goals for quality and productivity at all levels of an organization. 31. State Maslow’s Hierarchy of Needs? o Survival
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- Self-directed/self-managed work teams 38. What are the characteristics of successful teams?
- Sponsor
- Team charter
- Team composition
- Training
- Ground rules
- Clear objectives
- Accountability
- Well-defined decision procedures
- Resources
- Trust
- Effective problem solving
- Open communications
- Appropriate leadership
- Balanced participation
- Cohesiveness 39. What are the decision-making methods?
- Nondecision
- Unilateral decision
- Handclasp decision
- Minority-rule decision
- Majority-rule decision
- Consensus 40. What are the stages of team development?
- Forming
- Storming
- Norming
- Performing
- Adjourning 41. Give some common team problems?
- 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 42. What are the common barriers to team progress?
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- Insufficient training
- Incompatible rewards and compensation
- First-line supervisor resistance
- Lack of planning
- Lack of management support
- Access to information systems
- Lack of union support 43. Give the steps involved in training process? 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. 44. Define Recognition and Reward? 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. 45. What are the types of appraisal formats?
- Ranking
- Narrative
- Graphic
- Forced choice 46. What are the benefits of employee involvement? 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.
- Employees have an increased commitment to unit goals because they are involved. 47. What are the basic ways for a continuous process improvement?
- 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.
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33. What are the three types of sourcing? - Sole sourcing - Multiple sourcing - Single sourcing 34. What are the ten conditions for the selection and evaluation of suppliers? 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 capability. 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. 62. What are the four phases of inspection? i. 100% inspection ii. Sampling iii. Audit iv. Identity check 63. What are the objectives of Performance measures? 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. 64. What are the characteristics used to measure the performance of a particular process? i. Quantity ii. Cost iii. Time iv. Accuracy v. Function vi. Service vii. Aesthetics 65. Give the six basic techniques for presenting performance measures? a) Time series graph b) Control chart c) Capability index
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d) Taguchi’s Loss Function e) Cost of poor quality f) Malcolm Baldrige National Quality Award
66. Give the usage of an effective recognition and reward system? - Serves as a continual reminder that the organization regards quality and productivity as important. - Offers the organization a visible technique to thank high achievers for outstanding performance. - Provides employees a specific goal to work toward. It motivates them to improve the process. - Boosts morale in the work environment by creating a healthy sense of competition among individuals and teams seeking recognition. 67. How will you improve the performance appraisal system? o Use rating scales that have few rating categories. o Require work team or group evaluations that are at least equal in emphasis to individual-focused evaluations. o Require more frequent performance reviews where such reviews will have a dominant emphasis on future planning. o Promotion decisions should be made by an independent administrative process that draws on current-job information and potential for the new job. o Include indexes of external customer satisfaction in the appraisal process. o Use peer and subordinate feedback as an index of internal customer satisfaction. o Include evaluation for process improvement in addition to results. 68. What are the typical measurements frequently asked by managers and teams? ⌦ Human Resource ⌦ Customers ⌦ Production ⌦ Research & Development ⌦ Suppliers ⌦ Marketing/Sales ⌦ Administration 69. What are the criteria to evaluate the performance measures? Simple Few in number Developed by users Relevance to customer Improvement Cost Visible Timely Aligned
UNIT-III
STATISTICS PROCESS CONTROL
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- Cause-and-Effect Diagram
- Check Sheets
- Histogram
- Control Charts
- Scatter Diagrams 79.Give the usage of C&E diagrams?
- 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. 80. Define Six Sigma? 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. 81. What are the various histogram shapes? Symmetrical Skewed right Skewed left Peaked Flat Bimodal Plateau distribution Comb distribution Double peaked distribution 82. Differentiate Population & Sample? Population represents the mathematical world and Sample represents the real world. A population frequency distribution is represented by a smooth curve whereas a sample frequency distribution is represented by a histogram. 83. Give the sources of variation? Equipment Material Environment Operator 84. Define Run chart? A run chart is a very simple technique for analyzing the process in the development stage or, for that matter, when other charting techniques are not applicable. 85. Define Control chart? Control chart is a means of visualizing the variations that occur in the central tendency and the dispersion of a set of observations. It is a graphical record of the quality of a particular characteristic.
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86. What are the various patterns of scatter diagrams? Positive correlation Negative correlation No correlation Negative correlation may exist Correlation by stratification Curvilinear relationship 87. What is the procedure for constructing the tree diagram? Choose an action –oriented objective statement from the interrelationship diagram, affinity diagram, brainstorming, team mission statement, and so forth. Using brainstorming, choose the major headings. Generate the next level by analyzing the major headings. 88. Give atleast five standard formats of matrix diagram? L-shaped T-shaped Y-shaped C-shaped X-shaped 89. What are the benefits of an activity network diagram? A realistic timetable determined by the users. Team members understand the role in the overall plan. Bottlenecks can be discovered and corrective action taken. Members focus on the critical tasks.
UNIT-IV
TQM TOOLS
90. Define Benchmarking? 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. 91. Enumerate the steps to benchmark? a) Decide what to benchmark b) Understand current performance c) Plan d) Study others e) Learn from the data f) Use the findings 92. What are the types of benchmarking? i. Internal ii. Competitive iii. Process
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d. Risk priority number
- Correcting high risk causes a. Prioritizing work b. Detailed action c. Assigning action responsibility d. Check points on completion
- Revaluation of risk a. Recalculation of risk priority number 100. What are the goals of TPM? The overall goals of Total Productive Maintenance, which is an extension of TQM are i. Maintaining and improving equipment capacity ii. Maintaining equipment for life iii. Using support from all areas of the operation iv. Encouraging input from all employees v. Using teams for continuous improvement 101. Give the seven basic steps to get an organization started toward TPM? a) Management learns the new philosophy b) Management promotes the new philosophy c) Training is funded and developed for everyone in the organization d) Areas of needed improvement are identified e) Performance goals are formulated f) An implementation plan is developed g) Autonomous work groups are established 102. What are the major loss areas? i. Planned downtime ii. Unplanned downtime iii. Idling and minor stoppages iv. Slow-downs v. Process nonconformities vi. Scrap 103. What are the generic steps for the development and execution of action plans in benchmarking? Specify tasks. Sequence tasks. Determine resource needs. Establish task schedule. Assign responsibility for each task. Describe expected results. Specify methods for monitoring results. 104. What are the phases of QFD process? i. Product planning ii. Part development iii. Process planning iv. Production planning 105. What are the several types of FMEA?
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Design FMEA Process FMEA Equipment FMEA Maintenance FMEA Concept FMEA Service FMEA System FMEA Environment FMEA etc.
106. Define TPM? 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.
UNIT-V
QUALITY SYSTEMS
107. Give the ISO 9000 Series of Standards? - 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”. 108. What is the need for ISO 9000? 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. 109. Give some other quality systems? i. QS- ii. TE- iii. AS 110. Give the objectives of the internal audit? a) Determine the actual performance conforms to the documented quality systems. b) Initiate corrective action activities in response to deficiencies. c) Follow up on noncompliance items of previous audits. d) Provide continued improvement in the system through feedback to management.
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c) Objectives and targets d) Environmental Management Programs
116. Give the types of Organizational Evaluation Standards? - Environmental Management System - Environmental Auditing - Environmental Performance Evaluation 117. Give the types of Product Evaluation Standards? - Environmental Aspects in Product Standards - Environmental Labeling - Life-Cycle Assessment 118. D e f i n e Q u a l i t y A u d i t s? Quality Audits examine the elements of a quality management system in order to evaluate how well these elements comply with quality system requirements. 105. Analyze TQM? T otal Made up of the whole. Q uality Degree of excellence a product or service provides. M anagement Act, art or manner of handling, controlling, directing etc. 119. What are the benefits of ISO? 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. 120. Give the ISO 9001 requirements? Scope Normative Reference Terms and Definitions Quality Management System Management Responsibility Resource Management Product Realization Measurement, Analysis & Improvement 121. What are the methods of actual audit? i. Examination of documents ii. Observation of activities iii. Interviews
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UNIT-I
INTRODUCTION
16 MARKS
1)What is quality cost?Explain the techniques used for Quality cost? Quality Costs are defined as those costs associated with the nonachievement of product or service quality as defined by the requirements established by the organization and its contracts with customers and society.
- Preventive cost category
- Appraisal cost category
- Internal failure cost category
- External failure cost category typical cost bases
- Labor
- Production
- Unit
- Sales 2)Explain the principles of TQM? 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 Empower front-line worker as leader Quality is everybody’s business For a service industry, some elements of quality are:
- empathy
- trust; i.e. expertise, integrity, courtesy
- responsiveness
- tangible product attractiveness (curb appeal)
- reliability, on time, no interruptions Customer orientation to child care services, a marketing perspective Barriers that exist to a customer orientation How do we find out what customers want? Present Art Emlen findings on flexibility
3)Explain Deming Philosophy?
- Create and publish the aim and purpose of the organization
- Learn the new philosophy
- Understand the purpose of inspection
- Stop awarding business based on price along.
- Improve constantly and forever the system.
- Institute training.
- Teach an institute leadership.
- Dry out fear,create trust and create climate for innovation.
- Optimize the efforts of teams,groupson staff.
- Eliminate exhortations for the work force.
- Eliminate management by objective(MOB).
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