Organisation : Indian Institute of Materials Management
Degree : PGDMM(PG Diploma in Marketing Management)
Subject :Total Quality Management
Document Type : Question Paper
Website : iimm.org
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Total Quality Management Question Paper :
INDIAN INSTITUTE OF MATERIALS MANAGEMENT
JUN-2010 Post Graduate Diploma in Materials Management
Date: 19.6.2010
Max Marks: 100
Time: 2.00pm to 5.00pm
Duration: 3 hours
Related : Indian Institute of Materials Management Strategic & Financial Management PGDMM Question Paper : www.pdfquestion.in/6740.html
Instructions :
1. The question paper is in three parts.
2. Part A is compulsory. Each question carries one mark
3. In part B answers 3 questions out of 5. Each question
4. Part C is a case study with sub questions and it is compulsory.
PART A
Q.1 State True or False : Marks : 08
a. First line supervisor resistance is one of the common barrier to Team progress.
b. In order to create the empowered environment everyone must understand the need for change.
c. In 1924, F.W. Taylor introduced statistic control charts to monitor production.
d. Philip Crosby was the champion of ‘Zero –defects’ concept.
e. Process improvement involves planning.
f. The performance measures are not an important concept of Total Quality Management.
g. W.G. Ouchi is famous for his work on “theory Y”.
h. PDPC is used when uncertainty exists in a process.
Q.2 Fill in the blanks : Marks : 08
a. Taguchi’s methods incorporates the use of ………… techniques.
b. ………… engineering is an organizational tool that facilitates integration.
c. Quality is a critical factor in …………. Performance.
d. The most important asset of any organizations is its ………….
e. A good process design prevents ………… from occurring at all.
f. Good ………… are a vital link in the supply chain.
g. The ISO 9000 series standards is ………….. in scope.
h. Two basic types of cause & effect diagrams are ……………. & process classification
Q.3 Expand the following : Marks : 08
a) NAC
b) EFQM
c) QCI
d)ZQC
e) EAPS
f) LTPD
g) COQ
h) FAST
Q.4 Match A & B : Marks : 08
A B :
Tree Diagram – Four linked matrices
QFD – Basic requirement of ISO / QS 9000
Quality Policy – Information gathering tool
DFM – Inventory Control
Report card – Environmental Management system
ISO 14001 – Prioritization of problems
Pareto analysis – Product innovation tool
Supply Chain Management – Systematic diagram
PART B :
Q. 5 Which are the Crosby’s 14 steps of quality improvement plan? Explain Crosby’s six C’s education process. Marks : 16
Q.6 a) State different types of control charts with their functions. Marks : 08
b) Explain what is Decision Analysis. Marks : 08
Q.7 a) Which are the Seven new tools of Quality Control. Marks : 08
b) Give detail classification of Quality Costs. Marks : 08
Q.8 a) Describe ten general attributes of Service quality. Marks : 08
b) Explain various Sampling Techniques. Marks : 08
Q.9 Write Short Notes : Marks : 4 x 4 = 16
a) Operating Characteristic Curve
b) Different types of quality audits.
C) Flow Charts
d) Environmental Management System
PART C :
Case Study :
PHILIPS INDIA LIMITED
Philips India Ltd., previously called Pieco Electronics Ltd., A MNC has Dutch parents and its major plant in Calcutta. The company is having sound corporate image in India for its electronic products, namely TVs, Radios, transistors, battery cells, electric bulbs, two-in-one etc., Indians love to have Philips products, which are more costly than various Indian electronic products brands, as they maintain a better quality.
Philips operates through forward integration with its own authorized dealers network in India. The company has maintained its corporate image and reputation in Indian market over the years. “ Today, the company has not only recovered from its previous labour trouble but also has counted itself amongst the few world –class companies: It has obtained recognition the world –over by winning the most coveted award – “The European Quality Award ”, says the chief Executive of the company. “ Philips India Ltd. has become a benchmark for various competitors in India and abroad”, the CEO of the company adds further
Q.10 Marks 4 x 5 = 20
a. Discuss the various troubles which compelled the company management and its Dutch parents to decide to wind up the Calcutta plant ? What were the problems ?
b. What strategy helped the company to revive its Calcutta plant & win the European Quality award?
c. What are the other areas buy which the company could have brought about total quality control?
d. How would you apply Philips India Policy to help other electronics companies in India to implement TQM ?