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ADL 16 Total Quality Management V5
Assignment A
1 . Explain service quality.
2 . Mention the various measurements of dispersion.
3 . Explain the contribution of Juran to the quality movement.
4 . Discuss about the implementation steps of TQM and mention the importance
of the management commitment.
5 . Explain about the new seven tools of quality and its applications in det
ail.
6 . Discuss about the need, types, construction and applications of control
charts.
7 . Discuss about the objectives, process, outcome and benefits of Quality F
unction Deployment (QFD).
8 . Discuss about the documentation process in ISO 9000:2000 system.
Assignment B
Case Detail :
A spindle with specifications 20 0.05 mm was machined in a lathe. The standard d
eviation of the spindle machined was found to be 0.25 mm.

Please give your answer in at least 25 words and press save and continue button.
S. No. Questions
1. Compute the capability index.

Save and Continue

2. State whether the machining process in the lathe is capable of meeting t
he specifications.

3. If the specifications are 10 2 mm for a particular quality characteristi

c and the average repair coot is Rs. 200/-, determine the loss function. Determi
ne the loss at y=11.

Assignment C
Question No. 1
Malcolm Baldrige national quality award is for (MBNQA)
Options
Total Quality Management
International Standard Organization
Total Productive Maintenance
Total Quality Contro
Question No. 2
The process mapping is a ______ diagram.
Options
Data flow
 Work flow
Circular
Audit

Question No. 3
Control chart is a
Options
Process monitoring tool
Process control tool
Both (a) and (b)
None of the above

Question No. 4
The objective of ISO-9000 family of Quality management is
Options
Customer satisfaction
Employee satisfaction
Skill enhancement
Environmental issues

Question No. 5
Total Quality Management (TQM) focuses on
Options
Employee
Customer
Both (a) and (b)
None of the above

Question No. 6
Which of the following is responsible for quality objective?
Options
Top level management
Middle level management
Frontline management
All of the above
Question No. 7
The following is (are) the machine down time.
Options
Waste
No material
Breakdown
All of the above
Question No. 8
TQM & ISO both focuses on
Options
Customer
Employee
 Supplier
All of the above

Question No. 9
According to Deming, Quality problems are
Options
Due to management
Due to method
Due to machine
Due to material

Question No. 10
While setting Quality objective, ________ to be considered.
Options
Material quality
Customer need
Market demand
All of the above

Question No. 11
_______ helps organization reduce employee turnover and absenteeism.
Options
Job design
Training & development
Wage revision
All of the above

Question No. 12
CMM stands for
Options
Capability maturity model
Capability monitoring model
Capability measuring model
Capability matching model
Question No. 13
While setting Quality objective, ________ to be considered.
Options
Customer need
Organizational need
Supplier need
Worker need

Question No. 14
Which of the following is for Environment management?
Options
ISO-9000
ISO-14000
ISO-26000
 ISO-31000
Question No. 15
What perspective does Crosby adopt when defining quality?
Options
Fitness for purpose is the key.
Quality must be defined subjectively.
Setting and meeting specifications is the critical issue.
All of these.
Question No. 16
If "quality is free", why do authorities recognise that an improvement programme
needs investment?
Options
There is an inevitable worsening of quality during periods of change.
Reductions in prevention and appraisal costs lag behind investment in preventio
n.
It is never free.
Zero defects is not possible.

Question No. 17
Which of Lister's statements about poor service quality is incorrect?
Options
Being upset at treatment is the main reason given for stopping business.
Satisfied customers tell fewer people of their experience than dissatisfied one
s do.
Each complaint may hide many unresolved problems.
Among those who complain, few will do business again even though their complain
ts are handled effectively.

Question No. 18
Which two of the following were not given as a weakness of product standards?
Options
Applied only to some aspects of a product or service
Not recognised internationally
Simplicity
Limited scope

Question No. 19
What does the term kaizen mean when applied to quality?
Options
The place where activity takes place
Maintain a steady flow
Continuous improvement
Mutual dependence

Question No. 20
Which, according to our discussion, was not among the weaknesses of the 1987 and
1994 versions of ISO 9000?
Options
Weak links between product and process standards.
Insufficient guidance on improvement.
Including broad dimensions of customer satisfaction within the quality definiti
on.
Universality meant average.
Question No. 21
Which of the following was not given as a key feature of Total Quality Managemen
t?
Options
Continuous improvement
Establishing clear specifications
Teamwork, trust and empowerment
Identifying customers and their needs
Question No. 22
What human factors did Dawson see as posing problems for the introduction of TQM
?

Options
Over-educated staff
TQM may make existing social tensions worse.
Hierarchical structures
Early enthusiasm may tail off quickly.

Question No. 23
What do the initials of the PDCA cycle stand for?
Options
Purpose, develop, carry out, assess
Plan, design, control, assess
Plan, do, check, act
Problem, diagnosis, conclusion, action

Question No. 24
Name the practice of examining the best practices in an industry or in the world
and using this knowledge as a basis for improvement.
Options
Divining
Benchmarking
Calibration
Brainstorming
Question No. 25
A control chart to record process performance usually identifies control limits
and specification limits. Which one of the following is true?
Options
Control limits should equal specification limits to prevent any output outside
specification.
Control charts do not prevent poor quality output.
Designers always set upper and lower limits.
Control charts require complex statistical analysis to set them up.
Question No. 26
Which item is not among the SERVQUAL dimensions?
Options
Reliability
Tangibles
Responsiveness
Quality

Question No. 27
Which organisation defines self-assessment as a comprehensive, systematic, and re
gular review of the organisation s activities and results referenced against a mod
el of business excellence ?
Options
ISO 9000
Taguchi Institute
European Foundation for Quality Management (EFQM)
International Quality Foundation
Question No. 28
The concept of total quality control, i.e. that quality must be attended to at a
ll stages of the industrial cycle and throughout the organisation, is the creati
on of which of the following pioneers?
Options
W Edwards Deming
Genichi Taguchi
Joseph M Juran
Armand Feigenbaum
Question No. 29
The so-called 'quality gurus' of total quality management (TQM) do NOT include w
hich one of the following?

Options
Joseph M Juran
Bill Cosby
Kaoru Ishikawa
W Edwards Deming

Question No. 30
The specific concerns of total quality management (TQM) include a number of aspe
cts. Which of the following is NOT normally associated with TQM?
Options
Covering all parts of the organisation
Primarily a 'worker' rather than a management activity
Inclusion of every person in the organisation
Meeting the needs and expectations of customer

Question No. 31
The preferred method for achieving total quality in process output is to:
Options
Build and install an error-proof process and maintain it.
Rely on a team of highly trained and dedicated inspectors.
Rely on operator self-inspection and self-correction.
Perform inspection at the next process.
Question No. 32
Total quality management (TQM) programmes are more likely to remain effective if
a number of prescriptions are followed. Which of the following prescriptions sh
ould NOT be followed?
Options
TQM does not become a separate 'bolt-on' set of activities.
TQM should become a substitute for normal managerial leadership.
Quality improvement relates to an operation's performance objectives.
Slogans and exhortations about TQM's effectiveness are avoided.

Question No. 33
One of the most powerful aspects to emerge from TQM is the concept of the intern
al customer and supplier. This means that:
Options
It is the responsibility of the executive in charge of TQM to manage internal c
ustomer-supplier relationships.
Every part of the organisation contributes to external customer satisfaction by
satisfying its own internal customers.
Service Level Agreements must be in place to ensure standards are met.
The product or service must be inspected prior to its delivery to the external
customer.
Question No. 34
Which of the following would NOT normally be considered as a costs of quality ?
Options
Internal failure costs
Prevention costs
Marketing costs
Inspection costs

Question No. 35
Which one of the following would normally be considered as one of the costs of qu
ality ?
Options
Marketing costs
Overhead costs
Appraisal costs
Transport costs
Question No. 36
Which of the following is NOT noted as a disadvantage of Feigenbaum s approach to
total quality management?
Options
Does not discriminate between different kinds of quality context.
Action plan and methodological principles are sometimes vague.
Does not bring together the different management theories into one coherent who
le.
None of the above

Question No. 37
TQM expands on earlier approaches to quality management. Which of the following
is ordered correctly from earlier to later ideas?
Options
Quality Control, Inspection, Quality Assurance, Total Quality Management
Quality Assurance, Quality Control, Inspection, Total Quality Management
Quality Assurance, Inspection, Quality Control, Total Quality Management
Inspection, Quality Control, Quality Assurance, Total Quality Management

Question No. 38
What is the Internal Service Rule ?
Options
Service to external customers never exceeds service to internal customers.
Service to internal customers depends on the extent of communication with inter
nal suppliers.
Service to internal customers is the most important form of service.
Service to internal customers depends on the culture of an organisation.
Question No. 39
Some organisations bring a degree of formality to the internal customer concept
by encouraging (or requiring) different parts of the operation to agree on:
Options
Formal provision agreements
Delivery agreements
Internal service agreements
Service level agreements

Question No. 40
Which of the following is an example of a service level agreement (SLA) between
an information systems support unit and a research unit in the laboratories of a
large company?
Options
The maximum response time to get the system operational should it fail.
The types of information that will be provided as standard .
The minimum up-time .
All of the above.
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