Sri Eshwar College of Engineering

Coimbatore-641202
Department of Electronics and communication Engineering
Internal Test: I
Answer Key
Course Code GE 6757

Course Title Total Quality Management

Part B (Answer all Questions)

11(a) (i) Describe Deming’s philosophy for quality improvement.

 Deming's 14 points on route to quality
 Deming cycle
 Seven deadly diseases of management
 System of profound knowledge

11 (a) ii) Service quality

1. Reliability
2. Responsiveness
3. Assurance
4. Empathy
5. Tangibles
6. Other dimensions

11 b) (i) Describe Deming’s fourteen points for improvement of Quality

Management?
 1. Create constancy of purpose
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 constantly and forever the system of production and service
6. Institute training on the job
7. Institute leadership
8. Drive out fear
9. Break down barriers between departments
10. Eliminate slogans, exhortations, and targets for the work force asking for zero
defects and new levels of productivity.
11. Remove barriers that rob the hourly worker of his right to pride of workmanship
12. Remove barriers that rob people in management and in engineering of their right
to pride of workmanship
13. Institute a vigorous program of education and self-improvement
14. Put everybody in the company to work to accomplish the transformation. The
transformation is everybody's job
12 a) (i) Write notes on quality planning.

Determine external and internal customers

Identify their needs and translate into requirements

Develop product/service as per needs of not only customer but other stakeholders
too
Develop processes able to produce the product/service

Transfer plans to operations ensuring process validity.

12 a) (ii) Discuss about the three quality statements, giving an example for each.

•Quality is defined as the fitness for use or purpose at the most economical level.
•Quality is conformance to requirements
•Quality is a predictable degree of uniformity and dependability at low cost and suited to
the market
12 b) (i) Discuss the importance of “employee involvement” and “motivation” for
enhancing quality.
Employee Empowerment is making a person completely responsible for a particular task.
People have the ability, confidence and commitment to take the responsibility and
ownership to improve the process, and initiate the necessary steps to satisfy customer
requirements within well-defined boundaries in order to achieve organizational goals.
Motivation refers to the goal-directed behavior of a person.
Theories of Motivation:
Maslow’s Hierarchy of needs
Herzberg’s 2-factor theory
1. Maslow’s Hierarchy of needs
Physiological needs
Food, clothing, shelter.
Safety needs
Protection, economic security
Social needs
Friendship, exchange of feelings, conversation.
Esteem needs
Self-respect, education, knowledge.
Self-actualization needs
If all the above needs are satisfied then employee will be self-actuated.
2. Herzberg’s 2-factor theory
MOTIVATORS
Recognition,
Responsibility
Achievement
Promotion
Work Environment
HYGIENE FACTORS
Supervisors
Interpersonal relationships
Working Conditions
Pay and security
Company policy and administration
Part C (Answer all Questions)
13 (a) (i) Explain the principles of TQM.

1. Produce quality work the first time.

2. Focus on the customer.
3. Have a strategic approach to improvement.
4. Improve continuously.
5. Encourage mutual respect and teamwork

13 (a) (ii) Explain the basic concepts of TQM.

1. A committed and involved management to provide long term top to bottom

organizational support.
2. A steady focus on the customer, both internally and externally.
3. Effective involvement and utilization of the entire work force.
4. Continuous improvement of the business and production process.
5. Treating suppliers as partners.
6. Establish performance measures for the processes.
13 (b) (i) what are the barriers while implementing
Define Quality. Explain the evolution of quality?

Barriers while implementing TQM

Lack of Management Commitment

Inability to change Organizational culture
Improper planning
Lack of continuous training and education
Incompatible organizational structure and isolated individuals and
departments
 Ineffective measurement techniques and lack of access to data and
results
 paying inadequate attention to internal and external customers
 Inadequate use of empowerment and teamwork
 Failure to continually improve
Quality is defined as the fitness for use or purpose at the most economical level.
Quality can be quantified by as follows
Q= performance /expectations
Inspection, quality control, quality assurance, quality management, total quality
management
14 (a) (i) what are the benefits of employee involvement?
Better Decisions
 Better improvement
Corrective Action
Effective Cooperation &Communication
Loyalty Increases & Floating Population Reduces

14 (a) (ii) Describe about 5S

1. Sort (SEIRI) - All unneeded tools, parts and supplies are removed from the area
2. Set in Order (SEITON) - A place for everything and everything is in its place
3. Shine (SEISO) - The area is cleaned as the work is performed
4. Standardize (SIKETSU) - Cleaning and identification methods are consistently applied
5. Sustain (SHITSUKE) - 5S is a habit and is continually improved

14 b) (i) Explain briefly how employee empowerment relates to employee

involvement?

Need For Employee Involvement:

 To take Right Decision Making
 Full Knowledge & Skill to be used
 Solve Problems
 Leadership
 Creativity & Innovation
Principles of empowering employees
 Tell their responsibilities.
 Give them full authority.
 Provide them training.
 Give them knowledge.
 Provide them feedback.
 Trust them.
 Allow them to fail but guide them.