TQM Q.B By Dr.S.Sundaram

ANNA UNVERSITY SYLLABUS

MG1401-TOTAL QUALITY MANAGEMENT

VIII Semester Mechanical Engineering

(Common to all Branches)

Anna University Question Papers

and Answers

&

2 marks Question and Answer

Prepared by

Dr. S.Sundaram

Professor / Mechanical

VIDYAA VIKAS COLLEGE OF ENGINEERING AND TECHNOLOGY

TIRUCHENGODE 637 209(Private Circulation Only)

ANNA UNVERSITY SYLLABUS

MG1401-TOTAL QUALITY MANAGEMENT

VIII Sem Civil Engineering


OBJECTIVE

To understand the Total Quality Management concept and principles and the various tools available to achieve Total Quality Management.

To understand the statistical approach for quality control.

To create an awareness about the ISO and QS certification process and its need for the industries.

1. Introduction

9

Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation2. TQM Principles

9

Customer satisfaction Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention, Employee Involvement Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal, Benefits, Continuous Process Improvement Juran Trilogy, PDSA Cycle, 5S, Kaizen, Supplier Partnership Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development, Performance Measures Basic Concepts, Strategy, Performance Measure.3. Statistical Process Control (SPC)

9

The seven tools of quality, Statistical Fundamentals Measures of central Tendency and Dispersion, Population and Sample, Normal Curve, Control Charts for variables and attributes, Process capability, Concept of six sigma, New seven Management tools.

4. TQM Tools

9

Benchmarking Reasons to Benchmark, Benchmarking Process, Quality Function Deployment (QFD) House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, Total Productive Maintenance (TPM) Concept, Improvement Needs, FMEA Stages of FMEA.5. Quality Systems

9

Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System Elements, Implementation of Quality System, Documentation, Quality Auditing, TS 16949, ISO 14000 Concept, Requirements and Benefits.

Total: 45

TEXT BOOK

1. Dale H.Besterfiled, et al., Total Quality Management, Pearson Education, Inc. 2003. (Indian reprint 2004). ISBN 81-297-0260-6.

REFERENCES

1. James R.Evans & William M.Lidsay, The Management and Control of Quality, (5th Edition), South-Western (Thomson Learning), 2002 (ISBN 0-324-06680-5).

2. Feigenbaum.A.V. Total Quality Management, McGraw Hill, 1991.

3. Oakland.J.S. Total Quality Management, Butterworth Hcinemann Ltd., Oxford. 1989.

4. Narayana V. and Sreenivasan, N.S. Quality Management Concepts and Tasks, New Age International 1996.

5. Zeiri. Total Quality Management for Engineers, Wood Head Publishers, 1991.


B.E./B.Tech. Degree Examination, April / May 2005

Eighth Semester

GE 406 TOTAL QUALITY MANAGEMENT


Time : Three hours Maximum : 100 Marks

Part - A (10x2 = 20 marks)

1. Define quality cost. Mention four categories of quality cost.

2. Mention any four principles of TQM.

3. Name the 5s4. Define Kaizen.

5. Mention the measures of central tendency and dispersion.

6. Name any four steps involved in six sigma.

7. Define bench marking.

8. What does FMEA stands for?

9. What is the equivalent Indian standard for ISO: 8402?

10. Define quality audit.

PART B (5 x 16 = 80 marks)

11. (i) A machine shop produces steel pins. The width of 100 pins was checked after machining and data was recorded as follows:

(10)

Width in mmFrequency

9.50 9.516

9.52 9.532

9.54 9.5520

9.56 9.5732

9.58 9.5922

9.60 9.618

9.62 9.636

9.64 9.654

(1) Find the arithmetic mean, standard deviation and variance

(2) What percentage of the pins manufactured has width of 9.52 to 9.63?

(ii) List the fourteen principles of Demings approach.

(6)

12. (a) (i) Briefly discuss on:

(1) Customer Satisfaction.

(4)

(2) Employee involvement

(4)

(ii) Explain on PDSA cycle.

(8)

(OR)

(b) (i) Explain on Jurans ten steps to quality improvement.

(10)

(ii) Explain continuous process improvement.

(6)

13 (a) (i) Explain concept of six sigma with an example.

(6)

(ii) Assuming that the life in hours of an electric bulb is a random variable following normal distribution with mean of 2000 hrs and standard deviation of 400 hrs. Find the expected number of bulbs from a random sample of 2000 bulbs having life

(1) more than 3000 hrs.

(2) Between 2600 and 2800 hrs.

(10)

(OR)

(b) A certain product has been statistically controlled at a process average of 36.0 and a S.D of 1.00. The product is presently being soled to two users who have different specification requirements. User A has established a specification of 38.0 ( 4.0 for the product, and user B has specification of 36.0 ( 4.0.

1. Based on the present process set up, what percent of the product produced will not meet the specifications set up by user A?

(4)

2. What percent of the product will not meet the specifications of user B?(3)

3. Assuming that the two users need are equal, a suggestion is made to shift the process target to 37.0. At this suggested value, what percent of the product will not meet the specifications of user A?

(3)

4. At the suggested process target, what percent of the product will not meet the specifications of user B?

(3)

5. Do you think that this shift to a process target of 37.0 would be desirable? Explain your answer.

(3)

14. (a) (i) Explain quality function deployment with suitable application. (10)

QFD Methodology (Constructing the House of Quality)

(ii) What are the stages of FMEA?

(6)

(OR)

(b) Write short notes on:

a. TPM

(5)

b. Taguchi Loss function.

(6)

c. Benchmarking.

(5)

15. (a) (i) Explain the steps followed to get ISO 9000 certification for an educational institute

(10)

(ii) What are the elements of ISO 9000: 2000 quality systems?

(6)

(OR)

(b) (i) Define quality system and explain the evolution of ISO 9000. (10)

(ii) Explain ISO 14000 with an industrial application.

(6)


B.E./B.Tech. Degree Examination, November / December 2005

Eighth Semester




Answer All the Questions

Part - A (10x2 = 20 marks)1. Define Quality

2. What are quality statements?

3. Explain Empowerment

4. What are 5S?

5. Differentiate between control charts for variables and attributes.

6. Define process capability.

7. What are the limitations of benchmarking?

8. What are the benefits of TPM?

9. What is ISO 9000: 2000?

10. Explain Quality auditing.

PART B (5x16 = 80 marks)

11. (i) Explain ISO 14000. How does the conceptual approach to ISO 14001 differ from ISO 9001? Also explain the elements in ISO 9001, which are similar to ISO 14001?

(8)

(ii) Explain QS 9000 and differentiate between ISO 9000 and QS 9000. Also list the benefits that could be realized by implementing QS 9000.(8)

12. a) (i) Explain Quality Costs.

(8)

(ii) What are the barriers for implementing TQM in an industry? Explain.(8)

(OR)

b) Explain Demings 14 points on quality.

(16)

13. a) Explain Juans Quality trilogy in details.

(16)

(OR)

b) Explain the following with their advantages and Limitations:

(i) Kaizen

(6)

(ii) PDSA cycle

(5)

iii. Performance appraisal

(5)

14. a) (i) Explain Cause and effect diagram with an example.

(8) (ii) Explain Affinity diagram and Tree diagram.

(8)

(OR)

b) (i) Explain the concept of six sigma. Also compare process capability with six-sigma concept.

(8)

(ii) Explain briefly matrix data analysis and check sheet.

(8)

15. a) Explain Quality Function Deployment (QFD) With a suitable example. What are its advantages and limitations?

(16)

(OR)

b) Write Short notes on:

i. Taguchis quality loss function

(8)

ii. FMEA.

(8)


B.E./B.Tech. Degree Examination, May / June 2006

Eighth Semester





1. What do you mean by total cost of quality?

2. Name ant two popular awards for quality.

3. What is the use of performance appraisal?

4. What are the benefits of 5s?

5. Distinguish between defect and defective.

6. Define the term process capability.

7. What are the objectives of QFD?

8. Why TPM is required?

9. What is the need for documentation?

10. What are the main elements of ISO 14000?

Part B (5x16 = 80 marks)

11. Explain the fourteen steps of Demings philosophy for improving quality, productivity and competitiveness.

(16)

12. (a) (i) What are the customer perceptions of quality? Explain.

(8)

[ii].Explain the service quality with its characteristics and expectations (8)

OR

(b)(i) Explain the basic techniques used for measuring performance. (10)

(ii) If the Deming wheel rotates, improvement is assured. Explain Deming wheel.

(6)

13. (a)(i) Explain the tree diagram and arrow diagram

(8)

(ii) Explain the stages of six sigma in process improvement

(8)

OR

(b)In the manufacture of connecting rod assembly, the numbers of defectives found in the inspection of 15 samples of 50 items in each sample are given in the following table.

Sample No123456789101112131415

No. Of Defective875487921121098161517

I. Determine the trail control limits, construct the np chart and state whether the process is in control.

(8)

II. If any point goes outside the control limits, determine the revised control limits eliminating that point.

(8)

14. (a) Explain Quality Function Deployment (QFD) with a suitable example. (16)

OR

(b) Write short notes on:

I. Benchmarking process

(8)II. FMEA

(8)

15. (a) Explain the steps to be followed in implementing Quality System ISO 9001:2000

(16)

OR

(b) What are the requirements of ISO 14000? Explain them briefly. (16)

B.E. /B.Tech DEGREE EXAMINATION, NOVEMBER / DECEMBER 2006

Eighth Semester

Civil Engineering



Time: Three hours Maximum: 100 marks

Answer ALL Questions

PART A (10 x 2 = 20 marks)

1. What are the basic concepts required for TQM?

2. Why is it difficult to change organizational culture?

3. Write short notes on Maslows hierarchy of needs.

4. What are the required conditions to create empowered environment?

5. What is the structure of a control chart?

6. What are the control charts for attributes?

7. What are the reasons to benchmark?

8. When is quality function deployment (QFD) used?

9. What are the concepts of ISO 14000?

10. What is an environmental objective?

11. (a)(i) What should a leader know and understand in order to be effective?(6)

(ii) What are the duties of quality council? Explain in detail. (10)

Or

(b)(i) What are the seven steps to strategic planning?

(6)

(ii) How are the quality costs categorized? Explain in detail. (10)

12. (a)(i) What are the important factors that influence purchases?

(6)

(ii) How can the organizations use customer feed =back to their benefits? Give examples.

(10)

Or

(b) (i) What are the major benefits of 5S implementation? Explain how are they achieved?

(6)

(ii) What are the principles of customer / supplier relations?

(10)

13. (a)(i) How is Pareto analysis done? Explain with example.

(6)

(ii) How is a cause and effect diagram constructed? Discuss in detail with a case study.

(10)

Or

(b)(i) Discuss the properties of normal curve.

(6)

(ii) Discuss the applications of new seven management tools with example.

(10)

14. (a)(i) What are the steps that contain the core technique of benchmarking(6)

(ii) How is the house of quality constructed? Explain with example.(10)

Or

(b) (i) What are the six Major loss areas need to be measured for implementing TPM?

(6)

(ii) Explain the step-by-step procedure to perform design FMEA with computer mouse as an example.

(10)

15. (a)(i) What are the objectives of ISO 9000?

(6)

(ii) Discuss in detail the elements of ISO 9000.

(10)

Or

(b) (i) What is the registration process of ISO 9000/ what questions will the auditors might ask?

(ii) Explain in detail different types of quality audits.

(10)

Anna University Question paper Answers

B.E./B.Tech. Degree Examination, April / May 2005

Eighth Semester





1. Define quality cost. Mention four categories of quality cost.

Quality costs

It is defined as those costs associated with the non achievement of product / service quality as defined by the requirements established by the organization and its contracts with customers and society.

Four categories of quality cost

1. Cost of prevention

2. Cost of appraisal

3. Cost of internal failures and

4. Cost of external failures.2. Mention any four principles of TQM.

Principles of TQM1. Top management Commitment,

2. Focus on the customer,

3. Effective employee involvement

4. Continuous improvement

5. Treating suppliers as partners and

6. Establishing performance measures.3. Name the 5sThe 5s practice is a house keeping technique used to establish and maintain productive and quality environment in an organization.

5 s Stand for

SEIRI

SEITON

SEISO

SEIKETSU

SHITSUKE4. Define Kaizen.

Kaizen is a Japanese word which means continuous improvement or improvement over improvement. It is the process of continuous improvements in small increments that make the process more efficient, effective, controllable and adequate.

5. Mention the measures of central tendency and dispersion.

The measures of central tendency

1. Mean, 2. Median, 3. Mode

The measures of dispersion

1. Range, 2. Mean deviation, and 3. Standard deviation.6. Name any four steps involved in six sigma.

Steps involved in six sigma

1. Define, 2. Measure, 3. Analysis, 4. Improve, and 5. Control

7. Define bench marking.

Bench marking is the process of identifying, understanding, and adapting, outstanding practices and processes from organizations any where in the world to an organization to improve its performance

8. What does FMEA stands for?

Failure Mode and Effect Analysis (FME), also known as risk analysis, is a preventive measure to systematically display the causes, effects and possible actions regarding observed failures.

9. What is the equivalent Indian standard for ISO: 8402?

The equivalent Indian Standards for ISO: 8402 is IS: 13999.

10. Define quality audit.

A quality system audit is defined as a systematic and independent examination to determine whether quality activities and related results comply with planned arrangement, whether these arrangements are implemented effectively and whether these are suitable to achieve objectives.

PART B (5 x 16 = 80 marks)

11. (i) A machine shop produces steel pins. The width of 100 pins was checked after machining and data was recorded as follows:

(10)

Width in mmFrequency

9.50 9.516

9.52 9.532

9.54 9.5520

9.56 9.5732

9.58 9.5922

9.60 9.618

9.62 9.636

9.64 9.654

a. Find the arithmetic mean, standard deviation and variance

b. What percentage of the pins manufactured has width of 9.52 to 9.63?

2. To find the arithmetic mean, standard deviation and variance:

With

in mmModified width range

In mmMid Value

(m)

in mmFrequency

(f)d= m 9.585

0.01fdf(d)2

9.50 9.51 9.495 9.5159.5056- 8- 48348

9.52 9.539.615 9.5359.5252- 6- 1272

9.54 9.55 9.535 9.5559.54520- 4- 80320

9.56 9.579.555 9.5759.56532- 2- 72128

9.58 9.59 9.575 9.5959.5852200 0

9.60 9.619.595 9.6159.605821632

9.62 9.63 9.615 9.6359.625642496

9.64 9.659.635 9.6559.6454624144

( f(d)2

= 1176

For the given data, the calculations are tabulated as follows:We know that Arithmetic mean, = A +

Here A = 9.585: ;;and C = 0.01

Standard Deviation, = =

= 0.0309 mm Ans

Variance = 2 = (0.0309) 2 = 9.548 x10-4 mm2 Ans

2. To find percentage of the pins manufactured has width of 9.52 to 9.63 = p(9.52 x9.63):When x = 9.52, z = = = - 1.624

When x = 9.63, z = = = 1.935

p(9.52 x9.63) = p(-1.624z1.935)

= p(-1.624z0) + p(0z1.935) = -0.0521 + 0.9747 = 0.9226 = 92.26% Ans

(ii) List the fourteen principles of Demings approach.

(6)

1. Create constancy of purpose toward improvement of product and service

2. Adopt the new philosophy

3. Cease dependence on inspection to achieve quality.

4. End the practice of awarding business on the basis of price tag.

5. Improve constancy and forever the system of production and service.

6. Institute training.

7. Institute leadership.

8. Drive out fear.

9. Break down barriers between departments.

10. Eliminate slogans, exhortations, and targets for the work force.

11. Eliminate work standards (quotas) on the factory floor.

12. Remove barriers to pride of workmanship.

13. Institute a vigorous programme of education and self-improvement.

14. Accomplish the transformation.

12. (a) (i) Briefly discuss on:

a. Customer Satisfaction.

(4)

An emphasized so far, in todays buyers markets the customer is the king. Even the definition of quality, quality is what customer wants, emphasizes on the customer requirements. In other words, quality is a measure of customer satisfaction. It is obvious that business cannot survive without satisfied customers. Therefore TQMs purpose is meeting or exceeding customer expectations, so that the customers are delighted.

It is understood that the customer satisfaction must be the primary goal of any organization. Therefore it is essential that every employee in the organization understand the importance of the customer.

b. Employee involvement

(4)

Employee involvement is the backbone of a TQM movement. An effective TQM effect requires the total involvement from every person at all levels in the organization.

Some of the important aspects of employee involvement are:

i. Employee motivation,

ii. Employee empowerment,

iii. Teams and Teamwork,

iv. Recognition and reward schemes, and

v. Performance appraisal.

(ii) Explain on PDSA cycle.

(8)

PDSA cycle or DEMING WHEEL.

The basic Plan Do Study Act. Walter A. Shewart originally developed the cycle.

PDSA Stands for Plan, Do, Study, and Act. It is a model for testing ideas that you think may create improvement.

It is an extremely practical, common sense based approach that is easy to understand.

It can be used to test ideas for improvement quickly and easily based on existing ideas, research, feedback, theory, review, audit, etc.

It encourages starting with small changes, which can build into large improvements in the service through successive quick cycles of change.

The fig illustrates the PDCA cycle.(OR)

(b) (i) Explain on Jurans ten steps to quality improvement.

(10)

1. Build awareness of the need and opportunity for improvement

2. Se goals for improvement.

3. Organize to reach the goals.

4. Provide training

5. Carry out projects to solve problems.

6. Report progress

7. Give recognition.

8. Communicate results.

9. Keep score.

10. Maintain momentum by making annual improvement part of the regular systems and processes of the company.

(ii) Explain continuous process improvement.

(6)

TQM has been defined as a philosophy based on quest for progress and continual improvement in the area of cost, reliability, quality, innovation, efficiency and business effectiveness.

TQM is a continuous learning process, which never stops.

It is a cycle, iterative, and never ending activity. Also, TQM has been described as an approach for continuously improving the quality of goods and services delivered through the participation of all levels and functions of the organization.

The different continuous process improvement approaches are Juran trilogy, PDSA cycle, Kaizen and 5s concepts.13 (a) (i) Explain concept of six sigma with an example.

(6)

Before studying the concept of six sigma, first let us re- introduce the concept of process capability ratio (Cp).

Process capability ratio (Cp) = =

USL Process Mean LSL

USL = Upper Specification Limit

LSL = Lower Specification Limit

Fig.1 Different Cp values with different process spreads (s)

(Assumption is that process is centered midway between the specification limits, i.e. there is no shift in process mean.)

Process capability ratio measures how well the product requirements match with the process capabilities. The higher value of Cp, the better the match between product and process.

Fig 1. Illustrates different cases of process variability as compared with design specifications.

When there is shift in the process average by 1.5 (i.e., Changing the center line position), then the non conformity (i.e., defects) levels vary. To allow such shift, high values of Cp are needed.

Fig .2 indicates the concept of six-sigma quality, which allows the mean to shift at most 1.5 from the signification mid point. The area under the shifted curves beyond the six sigma range is only 0.0000034, or 3.4 parts per million.

Thats why the six sigma quality represents almost perfect quality ( or zero defects). (ii) Assuming that the life in hours of an electric bulb is a random variable following normal distribution with mean of 2000 hrs and standard deviation of 400 hrs. Find the expected number of bulbs from a random sample of 2000 bulbs having life (1) more than 3000 hrs.

(3) Between 2600 and 2800 hrs.

(10)

Given data: = 2000 hours; = 400 hours

Solution : (1) To find p ( more than 3000 hours) = p ( x :

When x = 3000, z = =

There fore p (x > 3000) = p (z >2.5) = 0.5 p (0

TQM Q.B By Dr.S.Sundaram

Documents

tools of quality

quality control

control of quality

quality planning

quality systems

quality management concepts

quality statements

quality council