Total Quality Management (VV2) We Also Provide SYNOPSIS AND PROJECT. Contact www.kimsharma.co.in for best and lowest cost solution or Email: amitymbaassignment@gmail.com Call: 9971223030

1. Total Quality Management(VV2)
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1 . Explainservice quality.
2 . Mentionthe variousmeasurements of dispersion.
3 . Explainthe contributionof Jurantothe qualitymovement.
4 . Discussaboutthe implementationstepsof TQMand mentionthe importance of the
managementcommitment.
5 . Explainaboutthe newseventoolsof qualityanditsapplicationsindetail.
6 . Discussaboutthe need,types,constructionandapplicationsof control charts.
7 . Discussaboutthe objectives,process,outcome andbenefitsof QualityFunctionDeployment
(QFD).
8 . Discussaboutthe documentationprocessinISO9000:2000 system.
Case Detail :
A spindle with specifications 20 ± 0.05 mm was machined in a lathe. The standard deviation of the spindle
machined was found to be 0.25 mm.
1. Compute the capabilityindex.
2. State whetherthe machiningprocessinthe lathe iscapable of meetingthe specifications.
3. If the specificationsare 10 ± 2 mm for a particularqualitycharacteristicandthe average repair
coot isRs. 200/-, determinethe lossfunction.Determinethe lossaty=11.
1. Malcolm Baldrige national qualityawardisfor(MBNQA)
Total QualityManagement
International StandardOrganization
Total Productive Maintenance

2. Total QualityControl
2. The processmappingisa ______ diagram.
Data flow
Work flow
Circular
Audit
3. Control chart is a
Processmonitoringtool
Processcontrol tool
Both (a) and (b)
None of the above
4. The objective of ISO-9000familyof Qualitymanagementis
Customersatisfaction
Employee satisfaction
Skill enhancement
Environmental issues
5. Total Quality Management(TQM) focuseson
Employee
Customer
Both (a) and (b)
None of the above
6. Which of the followingisresponsibleforqualityobjective?

3. Top level management
Middle level management
Frontline management
All of the above
7. The followingis(are) the machine downtime.
Waste
No material
Breakdown
All of the above
8. TQM & ISObothfocuseson
Customer
Employee
Supplier
All of the above
9. Accordingto Deming,Qualityproblemsare
Due to management
Due to method
Due to machine
Due to material
10. While settingQualityobjective,________ to be considered.
Material quality
Customerneed
Market demand
All of the above
11. _______ helpsorganizationreduceemployee turnoverandabsenteeism.

4. Jobdesign
Training& development
Wage revision
All of the above
12. CMM standsfor
Capabilitymaturitymodel
Capabilitymonitoringmodel
Capabilitymeasuringmodel
Capabilitymatchingmodel
13. While settingQualityobjective,________ to be considered.
Customerneed
Organizational need
Supplierneed
Worker need
14. Which of the followingisforEnvironmentmanagement?
ISO-9000
ISO-14000
ISO-26000
ISO-31000
15. What perspective doesCrosbyadoptwhendefiningquality?
Fitnessforpurpose is the key.
Qualitymustbe definedsubjectively.
Settingandmeetingspecificationsisthe critical issue.
All of these.
16. If "qualityisfree",whydoauthoritiesrecognise thatanimprovementprogramme needs
investment?

5. There isan inevitable worseningof qualityduringperiodsof change.
Reductionsinpreventionandappraisal costslagbehindinvestmentinprevention.
It is neverfree.
Zero defectsisnotpossible.
17. Which of Lister'sstatementsaboutpoorservice qualityisincorrect?
Beingupsetattreatmentisthe mainreasongivenforstoppingbusiness.
Satisfiedcustomerstell fewerpeople of theirexperience thandissatisfiedonesdo.
Each complaintmayhide manyunresolvedproblems.
Amongthose whocomplain,fewwilldobusinessagaineventhoughtheircomplaintsare handled
effectively.
18. Which twoof the followingwere notgivenasaweaknessof productstandards?
Appliedonlytosome aspectsof a productor service
Not recognisedinternationally
Simplicity
Limitedscope
19. What doesthe term kaizenmeanwhenappliedtoquality?
The place where activitytakesplace
Maintaina steadyflow
Continuousimprovement
Mutual dependence
20. Which,according to ourdiscussion,wasnotamongthe weaknessesof the 1987 and1994
versionsof ISO9000?
Weaklinksbetweenproductandprocessstandards.
Insufficientguidance onimprovement.
Includingbroaddimensionsof customersatisfactionwithinthe qualitydefinition.

6. Universalitymeantaverage.
21. Which of the followingwasnotgivenasa keyfeature of Total QualityManagement?
Continuousimprovement
Establishingclearspecifications
Teamwork,trustand empowerment
Identifyingcustomersandtheirneeds
22. What human factorsdidDawsonsee as posingproblemsforthe introductionof TQM?
Over-educatedstaff
TQM may make existingsocial tensionsworse.
Hierarchical structures
Early enthusiasmmaytail off quickly.
23. What do the initialsof the PDCA cycle standfor?
Purpose,develop,carryout,assess
Plan,design,control,assess
Plan,do,check,act
Problem,diagnosis,conclusion,action
24. Name the practice of examiningthe bestpracticesinanindustryorinthe worldand usingthis
knowledge asabasisforimprovement.
Divining
Benchmarking
Calibration
Brainstorming
25. A control chart torecord processperformance usuallyidentifiescontrol limitsandspecification
limits.Whichone of the followingistrue?
Control limitsshouldequal specificationlimitstopreventanyoutputoutside specification.

7. Control charts do not preventpoorqualityoutput.
Designersalwayssetupperandlowerlimits.
Control charts require complex statistical analysistosetthemup.
26. Which itemisnotamong the SERVQUAL dimensions?
Reliability
Tangibles
Responsiveness
Quality
27. Which organisationdefinesself-assessmentas‘acomprehensive,systematic,andregular
reviewof the organisation’sactivitiesandresultsreferencedagainstamodel of business
excellence’?
ISO9000
Taguchi Institute
EuropeanFoundationforQualityManagement(EFQM)
International QualityFoundation
28. The conceptof total qualitycontrol,i.e.thatqualitymustbe attendedtoat all stagesof the
industrial cycle andthroughoutthe organisation,isthe creationof whichof the following
pioneers?
W EdwardsDeming
Genichi Taguchi
JosephMJuran
ArmandFeigenbaum
29. The so-called'qualitygurus'of total qualitymanagement(TQM) doNOT include whichone of
the following?
JosephMJuran
Bill Cosby
Kaoru Ishikawa

8. W EdwardsDeming
30. The specificconcernsof total qualitymanagement(TQM) include anumberof aspects.Which
of the followingisNOTnormallyassociatedwithTQM?
Coveringall partsof the organisation
Primarilya'worker' ratherthan a managementactivity
Inclusionof everypersoninthe organisation
Meetingthe needsandexpectationsof customers
31. The preferredmethodforachievingtotal qualityinprocessoutputisto:
Buildandinstall anerror-proof processandmaintainit.
Relyon a teamof highlytrainedanddedicatedinspectors.
Relyon operatorself-inspectionandself-correction.
Performinspectionatthe nextprocess.
32. Total qualitymanagement(TQM) programmesare more likelytoremaineffective if anumber
of prescriptionsare followed.Whichof the followingprescriptionsshouldNOTbe followed?
TQM doesnotbecome a separate 'bolt-on'setof activities.
TQM shouldbecome asubstitute fornormal managerial leadership.
Qualityimprovementrelatestoanoperation'sperformance objectives.
Slogansand exhortationsaboutTQM'seffectivenessare avoided.
33. One of the most powerful aspectstoemerge fromTQMisthe conceptof the internal customer
and supplier.Thismeansthat:
It isthe responsibilityof the executive incharge of TQMto manage internal customer-supplier
relationships.
Everypart of the organisationcontributestoexternal customersatisfactionbysatisfyingitsown
internal customers.
Service Level Agreementsmustbe inplace toensure standardsare met.
The productor service mustbe inspectedpriortoitsdeliverytothe externalcustomer.
34. Which of the followingwouldNOTnormallybe consideredasa ‘costsof quality’?

9. Internal failurecosts
Preventioncosts
Marketingcosts
Inspectioncosts
35. Which one of the followingwouldnormallybe consideredasone of the ‘costsof quality’?
Marketingcosts
Overheadcosts
Appraisal costs
Transport costs
36. Which of the followingisNOTnoted asa disadvantage of Feigenbaum’sapproachtototal
qualitymanagement?
Doesnotdiscriminate betweendifferentkindsof qualitycontext.
Actionplanand methodological principlesare sometimesvague.
Doesnot bringtogetherthe differentmanagement theoriesintoone coherentwhole.
None of the above
37. TQM expandsonearlierapproachestoqualitymanagement.Whichof the followingisordered
correctlyfromearliertolaterideas?
QualityControl,Inspection,QualityAssurance,Total QualityManagement
QualityAssurance,QualityControl,Inspection,Total QualityManagement
QualityAssurance,Inspection,QualityControl,Total QualityManagement
Inspection,QualityControl,QualityAssurance,Total QualityManagement
38. What is the ‘Internal Service Rule’?
Service toexternal customersneverexceedsservice tointernal customers.
Service tointernal customersdependsonthe extentof communicationwithinternal suppliers.
Service tointernal customersisthe mostimportantformof service.
Service tointernal customersdependsonthe culture of anorganisation.

10. 39. Some organisationsbringadegree of formalitytothe internal customerconceptby
encouraging(orrequiring) differentpartsof the operationtoagree on:
Formal provisionagreements
Deliveryagreements
Internal service agreements
Service level agreements
40. Which of the followingisanexample of aservice level agreement(SLA) betweenaninformation
systemssupportunitanda researchunitinthe laboratoriesof alarge company?
The maximumresponse timetogetthe systemoperational shoulditfail.
The typesof informationthatwill be providedasstandard.
The minimum‘up-time’.
All of the above.
We AlsoProvide SYNOPSISANDPROJECT.
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Email:amitymbaassignment@gmail.com
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