NPP

Code No. 1240 E-9

Total QualityManagement

BBASEMESTER- 6th

BRILLIANT’S®

According to New SyllabusDAVV, Indore

www.thebrilliants.in

Bilingual (English & Hindi)A§J«oOr Ed§ {hÝXr ^mfm _|

With Last Year Solved Question Papers

9thRevisedEdition

NPP

New SyllabusTotal Quality Management

Examination Scheme: Students shall be evaluated on two components,intenal and end semester examination. The semester exam shall be worth80 marks, it will have two sections A and B. Section A worth 60 marks willcomprise of 7 theory questions out of which a student will be required toattempt any four questions. Section B worth 20 marks will contain a case.

COURSE CONTENTS

Unit-1: Introduction: Evolution of Quality, Definition, Concept and Features ofTQM, Eight Building Blocks of TQM.

Unit-2: TQM Thinkers and Thought: Juran Trilogy, PDSA Cycle, 5S, Kaizen,Crosby’s Theory on Quality Management, Quality Performance ExcellenceAward: Deming Application Award, European Quality Award, MalcolmBaldrige National Quality Award.

Unit-3: TQM Tools: Benchmarking: Definition, Concepts, Benefits, Elements,Reasons for Benchmarking, Process of Benchmarking, FMEA, QualityFunction Deployment (QFD): House of Quality, QFD Process, Benefits,Taguchi Quality Loss Function, Total Productive Maintenance (TPM):Concept and Need.

Unit-4: Six Sigma: Features of Six Sigma, Goals of Six Sigma, DMAIC, Six SigmaImplementation.

Unit-5: Statistical Process Control: Central Tendency, The Seven Tools ofQuality, Normal Curve, Control Charts, Process Capability.

Unit-6: Quality Systems: ISO 9000, ISO 9000:2000, ISO 14000, Other QualitySystems.

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UNIT-1Introduction

EVOLUTION OF QUALITY/ JwUdÎmm H$m {dH$mgQ.1. Elaborate historical perspective of Quality.

JwUdÎmm Ho$ Eo{Vhm{gH$ n[aàoú¶ H$mo {dñVma go g‘PmBE& [2018]OR

Throw light on the evolution of quality./ JwUdÎmm Ho$ {dH$mg na àH$me S>m{bE&

QUALITY: CONCEPT AND NATURE/ JwUdÎmm… AdYmaUm VWm àH¥${VQ.2. "Quality is a new competitive weapon." Justify the statement.

''JwUdÎmm EH$ Z¶m à{VñnYu h{W¶ma h¡&'' Bg H$WZ H$m Am¡{M˶ ~VmBE& [2019, 2015]OR

What are the dimensions of quality?/ JwUdÎmm Ho$ ³¶m Am¶m‘ h¢? [2017]OR

What are the possible consequences of poor quality?Iam~ JwUdÎmm Ho$ g§ m{dV n[aUm‘ ³¶m h¢? [2017]

DEFINITIONS, CONCEPT AND FEATURES OF TQMTQM H$s n[a^mfmE§, {gÕm§V VWm {deofVmE§

Q.3. Explain concept, features and importance of TQM.TQM H$s AdYmaUm, {deofVmAm| VWm ‘hÎd H$mo g‘PmBE& [2018]

ORWrite a short note on Pitfalls in TQM.TQM ‘| H${‘¶m| na g§{jßV {Q>ßnUr {b{IE& [2014]

EIGHT BUILDING BLOCKS OF TQM/ TQM Ho$ AmR> {Z‘m©U I§S>Q.4. What are the key elements of the TQM approach? What is the driving force

behind TQM?TQM Ñ{ï>H$moU Ho$ à‘wI VËd ³¶m h¢? TQM Ho$ nrN>o àoaH$ ep³V ³¶m h¡? [2017]

ORWrite a short note on Eight Building Blocks of TQM.TQM Ho$ AmR> {Z‘m©U I§S>m| na g§{jßV {Q>ßnUr {b{IE& [2014]

REVIEW QUESTIONS

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UNIT-2TQM Thinkers and Thought

JURAN TRILOGY/ OwamZ Q>m¶cm°Or

Q.5. Explain 'Juran's Quality Trilogy'./ 'OwamZ H$s ³dm{cQ>r Q>m¶cm°Or' g‘PmBE&[2019, 2016]OR

Write a short note on Juran Trilogy./ OwamZ Q>m¶cm°Or na g§{já {Q>ßnUr {cpIE& [2018]OR

Explain the concept of Juran's Trilogy of Quality Management adopted bycompanies to achieve Quality Leadership.JwUdÎmm ZoV¥Ëd àmá H$aZo Ho$ {cE H§$nZrO Ûmam AnZmB© JB© OwamZ H$s ³dmm{cQ>r ‘¡ZoO‘|Q> H$sQ>m¶cm°Or H$s AdYmaUm g‘PmBE& [2017]

PDSA CYCLE/ PDSA gm¶H$cQ.6. Describe the PDCA cycle for problem solving.

g‘ñ¶m g‘mYmZ Ho$ {cE PDCA gm¶H$c H$m dU©Z H$s{OE& [2019]OR

Write a short note on PDSA Cycle./ PDSA gm¶H$c na g§{já {Q>ßnUr {cpIE& [2018]Q.7. Write a short note on Cost of Quality.

JwUdÎmm H$s cmJV na EH$ g§{já {Q>ßnUr {cpIE& [2014]

5SQ.8. Write a short note on 5S./ 5S na EH$ g§{já {Q>ßnUr {cpIE& [2018]

ORWhat are the steps to be followed in 5S implementation?5S Bpåßc_|Q>oeZ _| H$m¡Z-gr ñQ>oßg AnZmB© OmVr h¢?

KAIZEN

Q.9. Explain Kaizen Theory of Quality./ JwUdÎmm H$m Kaizen {gÕmÝV g‘PmBE& [2018]OR

What do you understand by Kaizen? Explain various techniques ofimplementation of Kaizen.Kaizen go Amn Š¶m g‘PVo h¢? Kaizen Ho$ {H«$¶mÝd¶Z H$s {d{^ÝZ VH$ZrH|$ g‘PmBE& [2013]

CROSBY'S THEORY ON QUALITY MANAGEMENT³dm{cQ>r ‘¡ZoO‘|Q> na H«$m°g~m¶ H$m {gÕmÝV

Q.10. Write a short note on Crosby's theory on quality.³dm{cQ>r na H«$m°g~m¶ Ho$ {gÕmÝV na EH$ g§{já {Q>ßnUr {cpIE& [2018]

OR

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Explain the 14 steps involved in Crosby's quality management.H«$m°g~m¶ Ho$ JwUdÎmm à~§YZ ‘| gpå‘{cV 14 MaUm| H$mo g‘PmBE& [2016]

Q.11. What are Deming's deadly diseases? Relate them to his 14 points.S>oq‘J H$s S>oS>cr {S>grO Š¶m h¢? CÝh| CZHo$ 14 {~ÝXþAm| go g§~§Y ñWm{nV H$s{OE& [2019, 2015]

ORExplain Deming's Philosophy./ S>oq‘J H$s {dMmaYmam H$m dU©Z H$s{OE& [2013]

QUALITY PERFORMANCE EXCELLENCE AWARD-DEMING APPLICATION AWARD,EUROPEAN QUALITY AWARD, MALCOLM BALDRIGE NATIONAL QUALITY AWARD

³dm{cQ>r na’$m°‘}§g Ep³gc|g Adm°S>©- S>oq‘J EpßbHo$eZ Adm°S>©, ¶yamo{n¶Z ³dm{cQ>r Adm°S>©,‘mëH$‘ ~mpëS>O ZoeZc ³dm{cQ>r Adm°S>©

Q.12. Write a short note on different types of Quality Performance Excellence Awardsin TQM. [2018]TQM ‘| ³dm{cQ>r na’$m°‘}Ýg Ep³gc|g Adm°S²>©g Ho$ {d{^ÝZ àH$mam| na g§{já {Q>ßnUr {cpIE&

ORWrite a note on:/ g§{já {Q>ßnUr {cpIE:(a) The Baldrige Award/ ~mpëS>O Adm°S>©(b) European Quality Award/ ¶yamo{n¶Z ³dm{cQ>r Adm°S>© [2017](c) Deming Prize/ S>oq‘J àmBO

REVIEW QUESTIONS

UNIT-3TQM Tools

BENCHMARKING: DEFINITION, CONCEPTS, BENEFITS, ELEMENTS ANDREASONS FOR BENCHMARKING

~|M‘m{Hª$J: ~|M‘m{Hª$J H$s n[a^mfm, AdYmaUmE±, cm^, VËd VWm H$maUQ.13. Explain the significance of benchmarking in TQM.

TQM ‘| ~|M‘m{H©§$J H$m ‘hËd g‘PmBE& [2018]OR 

Discuss the reasons for benchmarking stating their advantages & limitations.~|M‘m{Hª$J Ho$ H$maUm|, cm^m| VWm gr‘mAm| H$mo ~VmVo hþE ì¶m»¶m H$s{OE& [2014]

PROCESS OF BENCHMARKING/ ~|M‘m{Hª$J H$s à{H«$¶mQ.14. Elaborate the process of Benchmarking.

~|M‘m{Hª$J H$s à{H«$¶m H$m dU©Z H$s{OE& [2018]OR

Discuss the benchmarking process. / ~|M‘m{Hª$J àmogog H$s MMm© H$s{OEŸ&

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FMEA

Q.15. Explain the concept of FMEA./ FMEA H$s AdYmaUm g‘PmBEŸ& [2018]OR

Explain the process of FMEA with suitable example.FMEA H$s àmogog H$mo Cn wº$ CXmhaU g{hV g_PmBEŸ&

QUALITY FUNCTION DEPLOYMENT (QFD)- PROCESS AND BENEFITS³dm{cQ>r ’§$ŠeZ {S>ßbm°¶‘|Q> (QFD)- à{H«$¶m VWm cm^

Q.16. What is 'Quality function deployment'? Discuss briefly QFD approach.'³dm{cQ>r ’§$ŠeZ {S>ßbm°¶‘|Q>>' Š¶m h¡? QFD {d{Y H$m g§{já dU©Z H$s{OE& [2019]

ORExplain the concept of QFD./ QFD H$s AdYmaUm g‘PmBE& [2018]

HOUSE OF QUALITY/ ³dm{cQ>r hmCgQ.17. What is 'House of Quality' in QFD approach? Outline the process of building

house of quality. [2019, 2014]QFD {d{Y ‘| '³dm{cQ>r hmCg' Š¶m h¡? ³dm{cQ>r hmCg ~ZmZo H$s à{H«$¶m H$s ê$naoIm Xr{OE&

TAGUCHI QUALITY LOSS FUNCTION/ VmJwMr ³dm{cQ>r cm°g ’§$ŠeZ

Q.18. Explain concept of TQLF./ TQLF H$s AdYmaUm g‘PmBE& [2018]OR

Explain Taguchi's Quality loss function' with an illustration for estimating thesame.VmJwMr Ho$ ³dm{cQ>r cm°g ’§$ŠeZ H$mo BgH$m AZw‘mZ cJmZo Ho$ {cE CXmhaU g{hV g‘PmBE& [2015]

TOTAL PRODUCTIVE MAINTENANCE (TPM): CONCEPT AND NEEDQ>moQ>c àmoS>pŠQ>d ‘¢Q>oZ|g (TPM): AdYmaUm VWm Amdí¶H$Vm

Q.19. Explain concept of TPM./ TPM H$s AdYmaUm g‘PmBE& [2018]OR

What is Total Productive Maintenance? Is it same as Total PreventiveMaintenance? Discuss relevance of Total Productive Maintenance to TQMframework./ Q>moQ>b àmoS>pŠQ>d _oÝQ>oZoÝg Š`m h¡? Š`m `h Q>moQ>b {àdopÝQ>d _oÝQ>oZoÝg Ho$ g_mZh¡? TQM \«o$_dH©$ go Q>moQ>b àmoS>pŠQ>d _oÝQ>oZoÝg H$s gå~ÕVm na MMm© H$s{OEŸ& [2014]

QUALITY CIRCLE/ Šdm{bQ>r gH©$bQ.20. Define Quality Circle and state characteristics of quality circle.

Šdm{bQ>r gH©$b H$mo n[a^m{fV H$s{OE VWm Šdm{bQ>r gH©$b H$s {deofVmE± ~VmBEŸ& [2013]REVIEW QUESTIONS

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UNIT-4 Six Sigma

FEATURES AND GOALS OF SIX SIGMA/ {gŠg {g½‘m H$s {deofVmE± VWm cú¶

Q.21. Write a note on six sigma./ {gŠg {g½‘m na EH$ {Q>ßnUr {cpIE& [2019]OR

Explain concept, feature and significance of six-sigma in quality management.³dm{cQ>r ‘¡ZoO‘|Q> ‘| {gŠg {g½‘m H$s AdYmaUm, {deofVm VWm ‘hËd H$mo g‘PmBE& [2018]

ORWhat are the goals of Six Sigma?/ {gŠg {g½‘m Ho$ cú¶ Š¶m h¢? [2016]

DMAIC

Q.22. Describe DMAIC Principles./ DMAIC {gÕmÝVm| H$m dU©Z H$s{OE& [2018]OR

Write the DMAIC process for six sigma implementation.{gŠg {g½‘m {H«$¶mÝd¶Z Ho$ {cE DMAIC à{H«$¶m {cpIE& [2015]

SIX SIGMA IMPLEMENTATION/ {gŠg {g½‘m {H«$¶mÝd¶ZQ.23. Is Six Sigma implementation able to achieve quality improvement?

Š¶m {gŠg {g½‘m JwUdÎmm gwYma àmá H$aZo ‘| ¶mo½¶ h¡? [2016]OR

Explain process of six sigma implementation.{gŠg {g½‘m {H«$¶mÝd¶Z H$s à{H«$¶m g‘PmBE& [2013]

REVIEW QUESTIONS

UNIT-5Statistical Process Control

STATISTICAL PROCESS CONTROL/ ñQ>o{Q>pñQ>H$c àmogog H$ÝQ>mocQ.24. Explain Statistical Process Control and write its advantages.

ñQ>o{Q>pñQ>H$c àmogog H$ÝQ>moc H$mo g‘PmB¶o VWm BgHo$ cm^ {cpIE& [2016]OR

Define the term 'Statistical Process Control' and discuss its advantages.'ñQ>o{Q>pñQ>H$c àmogog H$ÝQ>moc' H$mo n[a^m{fV H$s{OE VWm BgHo$ cm^m| H$s ì¶m»¶m H$s{OE& [2015]

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CENTRAL TENDENCY / goÝQ>c Q>oÝS>oÝgrQ.25. Explain the concept of Central Tendency./ goÝQ>c Q>oÝS>oÝgr H$s AdYmaUm H$mo g_PmBEŸ&

ORWhat is the importance of Central Tendency in Statistical Process Control?ñQ>o{Q>pñQ>H$c àmogog H$ÝQ>moc _| goÝQ>c Q>oÝS>Ýgr H$m Š`m _hËd h¡?

THE SEVEN TOOLS OF QUALITY / Šdm{cQ>r Ho$ gmV Qy>ëg

Q.26. Describe seven tools of quality./ JwUdÎmm Ho$ gmV CnH$aUm| H$m dU©Z H$s{OE& [2018]OR

List the various tools of quality./ JwUdÎmm Ho$ {d{^ÝZ CnH$aUm| H$s gyMr ~ZmBE&

NORMAL CURVE / Zm°_©c H$d©Q.27. Explain the concept of Normal Curve. / Zm°_©c H$d© H$s AdYmaUm H$mo g_PmBEŸ&

ORWhat is the importance of Normal Curve in Statistical Process Control?ñQ>o{Q>pñQ>H$c àmogog H$ÝQ>moc _| Zm°_©c H$d© H$m Š`m _hËd h¡?

CONTROL CHARTS/ H§$Q>moc MmQ>²©gQ.28. Discuss methodology of constructing and using control charts.

H§$Q>moc MmQ>© ~ZmZo VWm Cn¶moJ H$aZo H$s nÕ{V H$s ì¶m»¶m H$s{OE& [2019]OR

Discuss applications of control charts.H§$Q>moc MmQ>© Ho$ AZwà¶moJm| H$s ì¶m»¶m H$s{OE& [2019]

ORWhat is SQC? Explain different types of charts used in SQC with theirsignificance.SQC Š¶m h¡? SQC ‘| Cn¶moJ {H$¶o OmZo dmco MmQ²>©g Ho$ {d{^ÝZ àH$mam| H$mo CZHo$ ‘hËd Ho$ gmWg‘PmBE& [2018]

PROCESS CAPABILITY/ à{H«$¶m j‘VmQ.29. What is 'Process Capability'? How do you compute and interpret 'process

capability index'?'à{H«$¶m j‘Vm' Š¶m h¡? 'à{H«$¶m j‘Vm B§S>oŠg' H$s Amn JUZm VWm ì¶m»¶m H¡$go H$a|Jo? [2019]

ORExplain process capability./ à{H«$¶m j‘Vm H$mo g‘PmBE& [2015]

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UNIT-6Quality Systems

ISO 9000

Q.30. Discuss the concepts, certification methods and implementation (in brief) ofISO 9000.ISO 9000 H$s AdYmaUmAm|, à_mUZ {d{Y`m| VWm H$m`m©Ýd¶Z H$s g§{já _| MMm© H$s{OE& [2019]

ORExplain significance of ISO 9000./ ISO 9000 H$m _hÎd ñnï> H$s{OE& [2018]

ISO 9000:2000

Q.31. Explain significance of ISO 9000 : 2000.ISO 9000…2000 Ho$ _hÎd H$mo g_PmBE& [2018]

ORWrite a short note on ISO-9000:2000 quality system.ISO 9000…2000 ³dm{bQ>r {gñQ>‘ na EH$ g§{já {Q>ßnUr {b{IE& [2016]

ISO 14000

Q.32. Discuss the concept, certification methods and implementation (in brief) ofISO 14000./ ISO 14000 H$s AdYmaUm, g{Q>©{’$Ho$eZ {d{Y`m| VWm H$m`m©Ýd¶Z (g§{já _|) H$sMMm© H$s{OE& [2019]

ORExplain significance of ISO 14000./ ISO 14000 Ho$ _hÎd H$mo ñnï> H$s{OE& [2018]

OTHER QUALITY SYSTEMS/ AÝ` ³dm{bQ>r {gñQ>ågQ.33. Discuss quality standards for energy management and information security

management.EZOu ‘¡ZoO‘|Q> VWm gyMZm gwajm à~§YZ Ho$ {bE JwUdÎmm _mZH$m| na MMm© H$s{OE&

REVIEW QUESTIONSHOW TO SOLVE CASE?

CASE STUDY

SOLVED QUESTION PAPERS

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