IMT-55: TOTAL QUALITY MANAGEMENT

PART - A

Q1: Quality function development is a methodology to translate the 'voice of customers' into the actual reality of the manufacturing and business process. Discuss with emphasis on the steps involved in QFD.

Q2: The objective of TQM is basically transformational in nature. Explain.

Q3: Write a note on Demings concepts of product quality assurance?

Q4: Compare and contrast the philosophies of Juran, Deming and Crossby?

Q5: Discuss Juran's "Quality Triology" as a powerful approach for quality improvement.

PART - B

Q1: Is the use of control charts limited to process capability study? Give reasons for your answer. Explain process capability and its significance in statistical process control?

Q2: There is substantial scope of profit and performance improvement by working in areas of cost of quality. Comment.

Q3: How does the concept of QC or quality circle help to boost the self-confidence of team members?

Q4: Audit is an all-pervasive tool to evaluate the overall performance and systems effectiveness in a company. Comment.

Q5: How are systems and procedures designed for quality management in service sectors? Explain the factors that need to be kept in mind while doing so?

PART - C

Q1: Continuous improvement is the main vehicle of a total quality system for meeting and exceeding the customers' needs and expectations.

Q2: Write a note on the applicability and areas of coverage of ISO 9000 Quality Management System.

Q3: What is participative quality management? Discuss the role of employees in the participating process.

Q4: Explain how customer perception of quality is affected by internal and external factors.

Q5: What are the ways in which the Japanese have adopted the various quality management tools?

CASE STUDY - I

The quality of service in a hospital is tracked by observing medication errors from the 1000-patient days medication for each observation. The result of 25 such samples is shown below in the table:

Questions:

1. Construct an appropriate control chart.

2. Analyse the control chart.

3. Is a goal of error-free performance reasonable to expect from this system?

CASE STUDY - II

25 samples of size 50 are chosen from a plastic injection moulding machine producing small containers. The number of non-conforming containers for each sample is shown in the table:

Q1. (a): Construct a control chart using the values in the table and show whether the process is in control or not.

Q1. (b): Management has imposed a condition that 3 per cent non-conformance limit is acceptable . In this case, is the process under control or not and why?

Q2: On investigating Sample no. 18, it was found that there was a drop in pressure. How will you deal with this situation?