MG1401 Total Quality Management B.E Question Bank : niceindia.com

Name of the College : Noorul Islam College of Engineering
University : Anna University
Degree : B.E
Department : Computer Science and Engineering
Subject Code/Name : MG 1401 – Total Quality Management
Document Type : Question Bank
Website : niceindia.com

Download :https://www.pdfquestion.in/uploads/ni…MANAGEMENT.pdf

NICE Total Quality Management Question Paper

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.

Related : Noorul Islam College of Engineering CS1204 Object Oriented Programming B.E Question Bank : www.pdfquestion.in/2922.html

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? :
** Performance
** 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-tobottom 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. State Deming Philosophy? :
**Create and publish the aims and purposes of the organization.
**Learn the new philosophy.
**Understand the purpose of inspection.
**Stop awarding business based on price alone.
** Improve constantly and forever the system.
** Institute training.
**Teach and institute leadership.
** Drive out fear, Create trust and Create a climate for innovation.
** Optimize the efforts of teams, groups and staff areas.
**Eliminate exhortations for the work force.
**Eliminate numerical quotes for the work force.
** Eliminate management by objective.
** Remove barriers that rob people of pride of workmanship.
**Encourage education and self-improvement for everyone.
**Take action for accomplish the transformation.

6. Give the Principles of TQM? :
1. Constancy of purpose : short range and long range objectives aligned
2. Identify the customer(s); Customer orientation
3. Identification of internal and external customers
4. Continuous improvement
5. Workflow as customer transactions
6. Empower front-line worker as leader
7. Quality is everybody’s business
8. 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
9. Customer orientation to child care services, a marketing perspective
10. Barriers that exist to a customer orientation
11. How do we find out what customers want? :
12. Present Art Emlen findings on flexibility

7. 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.

8. Give the Analysis Techniques for Quality Costs? :
i. Trend Analysis
ii. Pareto Analysis

9. 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.

10. Give the primary categories of Quality cost? :
i. Preventive cost category
ii. Appraisal cost category
iii. Internal failure cost category
iv. External failure cost category

11. Give the sub-elements of Preventive cost category?
i. Marketing/Customer/User
ii. Product/Service/Design development
iii. Purchasing
iv. Operations/
v. Quality Administration
vi. Other Prevention Costs

12. Give the sub-elements of Appraisal cost category?
i. Purchasing appraisal cost
ii. Operations appraisal cost
iii. External appraisal cost
iv. Review of test and application data
v. Miscellaneous quality evaluations

13. Give the sub-elements of Internal failure cost category?
i. Product or Service Design costs (Internal)
ii. Purchasing failure costs
iii. Operations failure costs

14. Give the sub-elements of External failure cost category?
i. Complaint investigations of customer or user service
ii. Returned goods
iii. Retrofit and recall costs
iv. Warranty claims
v. Liability costs
vi. Penalties
vii. Customer or user goodwill
viii. Lost sales
ix. Other external failure costs

15. Give the typical cost bases?
i. Labor
ii. Production
iii. Unit
iv. Sales

16. How will you determine the optimum cost?
a. Make comparison with other organizations
b. Optimize the individual categories
c. Analyze the relationships among the cost categories

17. 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.

18. 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.

19. Give the Objectives of TQM?
a. To develop a conceptual understanding of the basic principles and methods associated with TQM;
b. To develop an understanding of how these principles and methods have been put into effect in a variety of organizations;
c. To develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management;
d. To do the right things, right the first time, every time.

20. Give the Quality Hierarchy?
1. Inspection
2. Quality Control (QC)
3. Quality Assurance (QA)
4. Total Quality Management
Inspect products.
Detection
Finding &
Fixing Mistakes.