KCG College of Technology, Chennai 600097Information Technology

GE2022 – Total Quality Management

VIII SEM IT

UNIT I INTRODUCTION

Introduction Need for quality Evolution of quality Definition of quality Dimensions of manufacturing and service quality Basic concepts of TQM Definition of TQM – TQM Framework Contributions of Deming, Juran and Crosby – Barriers to TQM.

Need for Quality Management :

Reasons for quality becoming a cardinal priority for most organizations:• Competition – Today’s market demand high quality products at low cost. Having `high

quality’ reputation is not enough! Internal cost of maintaining the reputation should be less.

• Changing customer – The new customer is not only commanding priority based on volume but is more demanding about the “quality system.”

• Changing product mix – The shift from low volume, high price to high volume, low price have resulted in a need to reduce the internal cost of poor quality.

• Product complexity – As systems have become more complex, the reliability requirements for suppliers of components have become more stringent.

• Higher levels of customer satisfaction – Higher customers expectations are getting spawned by increasing competition.

Definition of qualityToday, there is no single universal definition of quality.

Some people view quality as performance to standards. Others view it as ―meeting the customer’s needs Satisfying the customer.

Let’s look at some of the more common definitions of quality. Conformance to specifications measures how well the product or service meets the

targets and tolerances determined by its designers.

Total – Made up of the whole(or) Complete. Quality – Degree of Excellence a product or service provides to the customer in

present and future. Management – Act , art, or manner of handling , controlling, directing, etc. TQM is the art of managing the whole to achieve excellence.

The 9 Dimensions of Quality Performance Features Conformance Reliability Durability Service Response- of Dealer/ Mfgr. to Customer Aesthetics – of product Reputation- of Mfgr./Dealer

TQM six basic Concepts1) Management commitment to TQM principles and methods & long term Quality plans for

the Organisation 2) Focus on customers – internal & external3) Quality at all levels of the work force.4) Continuous improvement of the production/business process.5) Treating suppliers as partners6) Establish performance measures for the processes.

customer satisfaction1) Low productivity, sales & profit2) Low morale of workforce3) More re-work, material & labour costs4) High inspection costs5) Delay in shipping6) High repair costs7) Higher inventory costs8) Greater waste of material

Benefits of Quality1) Higher customer satisfaction2) Reliable products/services3) Better efficiency of operations4) More productivity & profit5) Better morale of work force6) Less wastage costs7) Less Inspection costs8) Improved process9) More market share10) Spread of happiness & prosperity11) Better quality of life for all.

Benefits of Quality

Higher customer satisfaction

Reliable products/services

Better efficiency of operations

More productivity & profit

Better morale of work force

Less wastage costs

Less Inspection costs

Improved process

More market share

Spread of happiness & prosperity

Better quality of life for all.

Important Questions in  Total Quality Management (GE2022)  subject for MAY/JUNE 2013 ANNA UNIVERSITY EXAMINATIONS FOR

FINAL YEAR  IT Students

GE2022  - Total Quality Management

UNIT I1.      Explain the 7 steps in strategic planning.      2.      Explain in detail about 14 points of Deming philosophy.3.      Explain about quality council and quality planning.4.      Explain the contribution of Juran to the quality movement.5.      Explain in detail about Juran Trilogy

UNIT II1.      Discuss about Maslow's need hierarchy theory and Herzberg's two factor theory for motivation?2.      Explain in detail about 5S, PDSA & kaizen3.      Discuss about the supplier partnership procedures4.      Explain the following   

                                                                      (a)      Juran Triology                                                                     (b)      PDSA cycle                                                                      (c)      Maslow’s theory of need hierarchy

5.      Explain  the following:                                                                                                            (a)      5s                                                                     (b)      Kaizen                             

              (c)  Supplier rating & relationship developmentUNIT III

1. Explain in detail about the steps involved in the benchmarking process2. Explain in detail

(a) Process Capability(b) Six Sigma

3. Discuss the objectives, process, stages and benefits of FMEA.4. Explain in detail about Six Sigma.5. Explain about the new seven tools of quality and its application in detail.

UNIT IV1. Discuss about the objectives, process, outcome and benefits of Quality Function

Deployment (QFD)2. Explain briefly about the following

(a) Taguchi Quality Loss Function(b) Pillars of TPM

3. Discuss in detail about the cost of Quality.4. Discuss in detail about the steps involved in the TPM Process.

UNIT V

1. Explain about Quality System Auditing.2. Discuss the implementation of ISO 9000 : 2000 Quality Systems.3. Explain about the Philosophy and Requirements of ISO 9000 : 20004. Explain about the auditing process and role of external agencies.

Walter A. Shewhart Walter A. Shewhart was a statistician at Bell Labs during the 1920s and 1930s. Shewhart studied randomness and recognized that variability existed in all manufacturing processes. He developed quality control charts that are used to identify whether the variability in the process is random or due to an assignable cause, such as poor workers or miscalibrated machinery. He stressed that eliminating variability improves quality. His work created the foundation for today’s statistical process control, and he is often referred to as the ―grandfather of quality control.

W. Edwards Deming is often referred to as the ―father of quality control. He was a statistics professor at New York University in the 1940s. After World War II he assisted many Japanese companies in improving quality. The Japanese regarded him so highly that in 1951 they established the Deming Prize, an annual award given to firms that demonstrate outstanding quality. It was almost 30 years later that American businesses began adopting Deming’s philosophy. A number of elements of Deming’s philosophy depart from traditional notions of quality. The first is the role management should play in a company’s quality

Deming’s Philosophy ( 14 Points)1) Create and publish aims/purpose of firm2) Learn the new philosophy3) Understand purpose of inspection4) Stop awarding business on price alone5) Improve constantly and forever the system6) Institute training7) Teach and institute leadership8) Drive out fear, create trust and a climate for innovation9) Optimize efforts of teams, groups and staff areas10) Eliminate exhortations for the work force11) Eliminate numerical quotas for workforce and MBO12) Remove barriers that rob people of pride of workmanship13) Encourage education and self-empowerment for everyone14) Take action to accomplish the transformation

II TQM PRINCIPLES 9

Leadership – Strategic quality planning, Quality statements Customer focus – Customer orientation, Customer satisfaction, Customer complaints, Customer retention - Employee involvement – Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal Continuous process improvement – PDSA cycle, 5s, Kaizen Supplier partnership – Partnering, Supplier selection, Supplier Rating. 40

Strategic Planning:There are seven basic steps to strategic quality planning.a) Customer needs b) Customer positioning c) Predict the future d) Gap analysis e) Closing the gap f) Alignment g) Implementation

UNIT – I

PART –A

1. Define quality.

2. List the barriers of TQM

3. What are the dimensions of quality?

4. Name the criteria for manufacturing organization.

5. Compare manufacturing and service organization

6. Define the concept of Deming philosophy

7. Define TQM.

8. Factors that helps in improving the quality.

9. What is fitness of use?

10. What is meant by support service?

PART-B

1. Discuss in detail about the basic concepts of quality.

2. Explain the dimensions of total quality management.

3. What are terms that affects quality in manufacturing organization

4. Explain in detail about the need for TQM

5. Describe the barriers of TQM.

UNIT – II

PART-A

1. What is quality planning?

2. Differentiate customer satisfaction and retention. 3. Define Employee involvement.

4. What is meant by empowerment?

5. Differentiate recognition and reward.

6. Define 5s concept.

7. How will you measure the supplier rating?

8. How will you retain the customer?

9. Advantages of continuous process.

10. What is meant by performance appraisal?

PART-B

1. Describe in detail about 5s Kaizen concepts with example.

2. How to achieve the best quality through the customer?

3. Explain the concept of PDSA cycle.

4. Describe in detail about employee benefits?

5. Write shortnotes on a. Leadership b. Quality statements.

UNIT - III

PART-A

1. List the seven traditional tools.

2. What is meant by six sigma? 3. Define benchmark.

4. Define Affinity diagram

5. Draw Pareto diagram

6. Name the terms in benchmarking process.

7. What is meant by FMEA?

8. List the reasons to benchmark?

9. Differentiate single sourcing and multiple sourcing.

10. Name any 3 methods in six sigma concepts.

PART-B

1. Explain the various methods of six sigma with example.

2. Describe the seven traditional tools of TQM.

3. What is meant by benchmark process? Explain.

4. Discuss the various types of diagrams that are used to improve the quality?

5. Explain how the management tools are used in manufacturing industry?

UNIT - IV

PART-A

1. List the seven traditional tools.

2. What is meant by QFD? 3. Define cost of quality

4. List the performance measures.

5. What is meant by Taguchi Quality loss function?

6. List the points for improvement needs.

7. What is TPM?

8. Give three characteristics used to define the quality loss function

9. What are the requirements of improvement needs.

10. Use of Taguchi quality loss function.

PART - B

1. Explain Quality Loss Function for Various Quality Characteristics with example. 2. Describe the concepts of QFD.

3. Explain the concepts of TPM. 4. How to measure the cost of quality? Explain with neat diagram. 5. Write shortnotes on a. traditional tools b. improvement needs

UNIT-V

1. Why ISO 9000 is needed? Define ISO9000-2000.

2. What is ISO 14000?

3. List 4 benefits of ISO 9000.

4. Advantages of ISO14000.

5. List some IT companies which has ISO standards.

6. What are the requirements for ISO?

7. What is meant by auditing?

8. Define hazard analysis. 9. What is meant by Malcolm Baldrige Criteria?

PART-B 1. Describe in detail about ISO9000 and ISO 14000.

2. Why auditing is required to improve the quality? Explain. 3. Explain the concept of Malcome Bridge criteria. 4. Describe in detail about the concept of hazard analysis? 5. Explain the concepts, requirements and advantages of ISO standards.