content question bank 50003

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Reg. No. :

M.B.A. DEGREE EXAMINATION, JANUARY 2011.

First Semester

571103 TOTAL QUALITY MANAGEMENT

(Regulation 2010)

Time : Three hours Maximum : 100 marks

Use of Statistical Table is Permitted

Answer ALL questions.

PART A (10 2 = 20 marks)

1. What are the obstacles of Total Quality Management?2. What do you mean by Customer perceived quality?3. What is Quality Trilogy?4. What is 8D methodology?5. What is Six- sigma concept of Process capability?6. Bring out the limitations of Re-engineering.7. What is QFD process?

8. What is Matrix Data Analysis Diagram?9. What is the necessity of documentation in ISO 9000 QMS?10. Write a note on Recognition and reward.

Question Paper Code :50003

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PART B (5 16 = 80 marks)

11. (a) (i) Discuss a typical TQM framework for an Indian Manufacturing/service industry. (8)

(ii) Examine the question of quality costs from the perspectives of

(1) Cost Benefit Analysis approach and

(2) Deming Kaizen approach. (4+4=8)

Or

(b) (i) In the context of Total Quality Management, business strategy be

seen as being synonymous with customer value strategy". How can

firms provide value to their customers in their chosen business? (8)

(ii) Discuss vision, mission and policy statements in the context of Total

Quality Management. (8)

12. (a) (i) Explain Crosbys Quality Management Maturity grid and itsrelevance in the present context. (8)

(ii) What, according to Japanese Quality Guru Taguchi, are the wider

implications of quality assurance? Explain. (8)

Or

(b) (i) Critically analyse the rationale of quality circles in the present

context. (8)

(ii) Discuss the contributions of Masaaki Imai. (8)

13. (a) (i) Explain the relevance of TPM in TQM environment. (6)(ii) The number of scratch marks for a particular piece of furniture is

recorded for samples of size 10. The results are shown in table

below for 12 samples. Construct a chart for the number of scratch

marks. Revise the control limits, assuming special causes for the

out of control points.

Sample Scratch

1 6

2 3

3 12

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Sample Scratch

4 8

5 9

6 7

7 17

8 5

9 6

10 4

11 8

12 7

(10)

Or

(b) (i) Random samples of size 5 are selected on the length of a connector

pin. For each sample, the sample mean and range (in millimeters)are calculated and shown in table below. The length specifications

are 50 3.5mm. The daily production rate is 2000. The unit cost of

scrap is Rs.50.00, and the unit cost of rework is Rs.12/-

Sample Ave. length Range

1 50.3 4

2 48.4 2

3 48.5 5

4 49.1 4

5 52.6 3

6 46.2 4

7 50.8 3

8 52.2 4

9 49.5 5

10 51.7 4

11 52.5 5

12 47.8 3

(1) Find the trial control limits for the X and R charts. (4)

(2) Assuming special causes for out of control points, find the

revised control limits. (2)

(3) Find the process capability index CPK, and comment on its

value. (2)

(4) Find the daily cost of scrap and rework. (2)

(ii) Explain the principle of BPR and its applications. (6)

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14. (a) (i) What are the different types of bench marking in relation to objectsbeing benchmarked? How does benchmarking help an organization?

(5 + 3 = 8)

(ii) Construct a Cause & Effect diagram for house paint peeling or for a

quality problem which bothers you very much. (8)

Or

(b) A lawn mover manufacturer spent time and money redesigning a control

for their most popular mover, only to find that customers were

insensitive to the modification. So, when they began planning to redesign

another of their models they wanted to be sure that this time round they

would make changes the customer actually wanted. The company carried

out market research and listed the following customer priorities quiet

operation, works with wet grass, cuts long grass, reliable, light to carry,

compact for storage and safe. The company also identified the technical

priorities as follows: motor driven chain, blades, handle, controls and

grass collection. Develop a house of quality using the information given

above and conduct QFD analysis. Assume necessary data. (16)

15. (a) (i) What are the important points in regard to initiating andsustaining change to a quality culture? Explain. (8)

(ii) Distinguish between intrinsic and extrinsic motivation. What kind

of motivation TQM should emphasize and why? (4+4=8)

Or

(b) (i) How could a firm create conditions that are conducive to generating

commitment and self motivation among its people? Explain. (8)

(ii) How does TQM integrate a humanistic approach with scientific

methods? Can you identify some elements of each? (8)

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