TOTAL QUALITY

MANAGEMENT
(TOQUMAN)

BUSINESS ADMINISTRATION
DEPARTMENT

Quality Education within Reach

 ACCESS INTEGRATED MODULE (AIM)
COURSE CODE: TOQUMAN REVISED: 2015 PRE-REQUISITE:
UNIT CREDIT:
COURSE TITLE: Total Quality Management
NUMBER OF HOURS:
DEPARTMENT: BUSINESS ADMINISTRATION

FOCUS AREAS:

1. TQM Historical Perspective

2. TQM Industrial Perspective
3. TQM Principles
4. TQM Strategies

COURSE DESCRIPTION:
This course prepares/enables the learners to perform the learning outcomes.
LEARNING ACTIVITIES:
TQM Historical Perspective

LEARNING
METHOD PRESENTATION PRACTICE FEEDBACK RESOURCES TIME FRAME
CONTENT
1. TQM Evolution Guided PowerPoint Assignment Compare and Check Instructional PRELIMINAR
Reporting Presentation to Answer Key Material 1.1 Y PERIOD
2. Quality Cost Review Exercises (1st to 4th WEEK)
Lecture Hand-outs Instructional
Summative Quiz Material 1.2
Discussion Visual Aid

PRELIMINARY EXAMINATION 5th WEEK

LEARNING ACTIVITIES:
TQM Industrial Perspective

1
 LEARNING
METHOD PRESENTATION PRACTICE FEEDBACK RESOURCES TIME FRAME
CONTENT
1. Leadership Guided PowerPoint Assignment Compare and Check Instructional MIDTERM
Reporting Presentation to Answer Key Material 2.1 PERIOD
2. Implementation Review Exercises (6th to 8th WEEK)
Lecture Hand-outs Instructional
Summative Quiz Material 2.2
Discussion Visual Aid

MIDTERM EXAMINATION 9th WEEK

LEARNING ACTIVITIES:
TQM Principles

LEARNING
METHOD PRESENTATION PRACTICE FEEDBACK RESOURCES TIME FRAME
CONTENT
1. Customer Guided PowerPoint Assignment Compare and Check Instructional PRE-FINAL
Satisfaction Reporting Presentation to Answer Key Material 3.1 PERIOD
2. Employee Review Exercises (10th to 12th
involvement Lecture Hand-outs Instructional WEEK)
Summative Quiz Material 3.2
Discussion Visual Aid

PRE-FINAL EXAMINATION 13th WEEK

LEARNING ACTIVITIES:
TQM Strategies

LEARNING
METHOD PRESENTATION PRACTICE FEEDBACK RESOURCES TIME FRAME
CONTENT
1. Process Guided PowerPoint Assignment Compare and Check Instructional FINAL
Approach Reporting Presentation to Answer Key Material 4.1 PERIOD
2. Continuous Review Exercises (14th to 17th
WEEK)
2
 Process Lecture Hand-outs Instructional
Improvement Summative Quiz Material 4.2
Discussion Visual Aid

FINAL EXAMINATION 18th WEEK

INSTRUCTIONAL MATERIALS

1. Textbook:
1.1. SubburajRamasamy. “Total Quality Management”. McGraw-Hill International Edition, 2012

2. References:
2.1. SubburajRamasamy. “Total Quality Management”. McGraw-Hill International Edition, 2012

3. Electronic References:
3.1. www.Slideshare.net

GRADING SYSTEM:

Legend
PL – Prelim
MT – Midterm
PF – Pre-Final
FN – Final

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 Quiz (40%) Major Exam (40%)
Special

Average

Average
Integration
Final Grade
PL MT PF FN PL MT PF FN Output
(20%)

(Average of Quiz * 40%) + (Average of Major Exam * 40%) + (SIO * 20%) = FINAL GRADE

The Special Integration Output is an Opportunity for Learners to appreciate further the Topics Discussed by relating the theories
learned to Ordinary/ Day to Day situations via an Integration Report Specially crafted by their Academic Heads to better align
Departmental/Institutional Goals and Objectives with the total Academic, Co, and Extra Curricular Experience.

These may be achieved through any of the following manners:

 Participation
 Literature Work
 Creative Demonstration

Alternately, students may opt for a comprehensive examination in lieu of the prepared SIO activity for the semester.

/aim2015ACADCOM

4
 TOPIC 1: TQM HISTORICAL PERSPECTIVE

OBJECTIVES

At the end of the period, learners should be able to:

1. Know the background information on the evolution of TQM

2. Analyze the historical perspective of TQM through teachings of quality gurus and the traditional
measure of quality

3. Appreciate TQM as a way to achieve success of the organizations

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(IM 1.1)PRELIM LECTURE 1

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PRELIM ASSIGNMENT 1

11
PRELIM REVIEW EXERCISE 1

I. Choose the most appropriate answer.

1. Quality is
a. Excellence
b. Conformity to requirements
c. Meeting our own requirements
d. All of the above
e. None of the above
2. Quality includes
a. Functionality
b. Customer service
c. Delivery quality
d. All of the above
e. None of the above
3. Quality control includes
a. QA
b. QP
c. QM
d. All of the above
e. None of the above
4. QM includes
a. QA
b. QP
c. QC
d. All of the above
e. None of the above

II. TRUE or FALSE

1. Quality plan is the result of quality planning

2. QC means verification
3. QC is part of QA
4. Portability is applicable to software
5. Chain reactions refers to the effect of improving quality
6. Conformance to requirements is one of the four absolutes of quality
7. Quality system consists of only procedures
8. Society is not a stakeholder of an organization
9. ISO 9000 is not aimed at TQM
10. JIT is not relevant to quality
11. Customer service is important only to services
12. Quality has to be built into the products and services
13. Quality is only for highly priced items
14. Building quality requires quality of design, manufacturing and services
15. JIT was evolved in Toyota Motors in Japan
16. Deming worked with JUSE in Japan
17. Efficiency is one of the attributes of quality
18. “Economic Control of Quality of Manufactured Products” is a book authored by Shewart
19. Quality affects its productivity

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(IM 1.2)PRELIM LECTURE 2

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PRELIM ASSIGNMENT 2

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 PRELIM REVIEW EXERCISE 2

I. Choose the most appropriate answer.

1. Total quality costs include

a. Prevention costs
b. Appraisal cost
c. Failure cost
d. All of the above
e. None of the above
2. ISO 9000 certification cost is
a. Appraisal cost
b. Internal failure cost
c. External failure cost
d. All of the above
e. None of the above
3. Cost on account of incoming inspection is
a. Internal failure cost
b. External failure cost
c. Appraisal cost
d. All of the above
e. None of the above

II. TRUE or FALSE

1. Quality costs means cost of poor quality

2. Top management will understand quality costs better
3. Inspection of vendor-supplied products is prevention cost
4. One should operate at the maximum total quality cost
5. Minimum total quality cost can occur at 100 percent quality level
6. Failure costs increases with prevention
7. Cost on account of prevention should not only reduce failure cost but also appraisal cost
8. Juran is the author of quality costs
9. Product qualification is prevention cost

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(SC 1.1)PRELIM SUMMATIVE QUIZ

I. Choose the most appropriate answer.

1. Cost on account of incoming inspection is

a. Internal failure cost
b. External failure cost
c. Appraisal cost
d. All of the above
e. None of the above
2. QM includes
a. QA
b. QP
c. QC
d. All of the above
e. None of the above
3. ISO 9000 certification cost is
a. Appraisal cost
b. Internal failure cost
c. External failure cost
d. All of the above
e. None of the above
4. Quality control includes
a. QA
b. QP
c. QM
d. All of the above
e. None of the above
5. Total quality costs include
a. Prevention costs
b. Appraisal cost
c. Failure cost
d. All of the above
e. None of the above
6. Quality includes
a. Functionality
b. Customer service
c. Delivery quality
d. All of the above
e. None of the above
7. Quality is
a. Excellence
b. Conformity to requirements
c. Meeting our own requirements
d. All of the above
e. None of the above
8. Quality costs means cost of poor quality
a. True
b. False
9. Top management will understand quality costs better
a. True
b. False
10. Inspection of vendor-supplied products is prevention cost
a. True
b. False

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11. One should operate at the maximum total quality cost
a. True
b. False
12. Minimum total quality cost can occur at 100 percent quality level
a. True
b. False
13. Failure costs increases with prevention
a. True
b. False
14. Cost on account of prevention should not only reduce failure cost but also appraisal cost
a. True
b. False
15. Juran is the author of quality costs
a. True
b. False
16. Product qualification is prevention cost
a. True
b. False
17. Society is not a stakeholder of an organization
a. True
b. False
18. ISO 9000 is not aimed at TQM
a. True
b. False
19. JIT is not relevant to quality
a. True
b. False
20. Customer service is important only to services
a. True
b. False
21. Quality is only for highly priced items
a. True
b. False
22. JIT was evolved in Toyota Motors in Japan
a. True
b. False
23. Deming worked with JUSE in Japan
a. True
b. False
24. “Economic Control of Quality of Manufactured Products” is a book authored by Shewart
a. True
b. False
25. Quality affects its productivity
a. True
b. False

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 TOPIC 2: TQM INDUSTRY PERSPECTIVE

OBJECTIVES

At the end of the period, learners should be able to:

1. Understand the concept of Leadership & Implementation in TQM

2. Analyze the top-down methodology in implementing TQM in an organization.

3. Appreciate success of an organization through a capable leader.

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(IM 2.1)MIDTERM LECTURE 1

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MID-TERM ASSIGNMENT 1

28
MIDTERM REVIEW EXERCISE 1

I. Choose the most appropriate answers.

1. TQM is
a. Cost effective quality management
b. Preventive quality management
c. Continuous quality improvement
d. All of the above
e. None of the above
2. Elements of TQM include
a. Quantitative methods
b. Focus on process
c. Leadership
d. All of the above
e. None of the above
3. Deming’s 14 points include
a. Giving quantitative targets to workers
b. Depend on inspection
c. Institute training
d. All of the above
e. None of the above
4. For TQM to happen, top management must
a. Be proactive
b. Communicate rarely
c. Maintain processes
d. All of the above
e. None of the above
5. Quality values include
a. Productivity first
b. Quality Assurance manager leads
c. Top management believes in continuous improvement
d. All of the above
e. None of the above
6. Change is
a. Liked by everybody
b. Essential
c. Comfortable
d. All of the above
e. None of the above
7. Some of the measures of TQM could be
a. Customer perception about quality
b. Productivity
c. Quantum of rework
d. All of the above
e. None of the above
8. TQM gives benefit to
a. Customers
b. Employees
c. Society
d. All of the above
e. None of the above
9. Building virtual organization leads to
a. More employees
b. More trouble

29
 c. Improved quality management
d. All of the above
e. None of the above
10. In a TQM environment, changes will be
a. Frequent
b. Once in a year
c. Few
d. All of the above
e. None of the above
11. Right decision calls for
a. Fast action
b. Breaking teams
c. Involving concerned employees
d. All of the above
e. None of the above
12. Doing right things include
a. Reducing wages
b. Increasing working hours
c. Choosing right methods
d. All of the above
e. None of the above
13. Why things go wrong? Because
a. Requirements are not defined correctly
b. Right tools are available
c. Lot of motivation to do the job
d. All of the above
e. None of the above

II. TRUE or FALSE

1. Before taking a right decision results should be foreseen

2. Employees should not be involved in decision making
3. Persistence is important for implementing decision
4. Required accessories for each machinery can be purchased later
5. Employee gets demotivated if things are done wrong
6. Wherewithal should be provided by management
7. Decision making is a process
8. Doing right first time does not call for any special efforts
9. Virtual organization has no relationship to TQM.
10. TQM is never ending
11. PDSA cannot be applied for implementing measures
12. MBWA disrupts peace in the organization
13. Stakeholders will understand economics better
14. TQM calls for reactive management
15. Deming calls for break-down of barriers between staff areas.
16. Constancy of purpose of CEO is quite important for TQM to happen
17. Responsibility for quality problems lies with top management
18. Preventive action is not a one-time activity
19. Training is a waste
20. New philosophy is Quality Control
21. depend on mass inspection
22. vendors should be selected on the basis of price alone
23. create fear in the organization for TQM
24. increase barriers between staff areas
25. slogans lead to TQM
26. give numeric targets for productivity

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27. employees should not have pride for workmanship
28. encourage education and self-improvement of employees
29. everyone likes change
30. corrective action is better than preventive action
31. ignore small gains
32. quality should increase productivity

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(IM 2.2)MIDTERM LECTURE 2

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MIDTERM ASSIGNMENT 2

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MIDTERM REVIEW EXERCISE 2

I. Choose the most appropriate answers.

1. The leadership for implementing TQM has to remain with

a. Consultant
b. All employees
c. CEO
d. All of the above
e. None of the above
2. PDSA cycle includes
a. Act
b. Check
c. Cost
d. All of the above
e. None of the above
3. TQM methodologies include
a. JIT
b. DOE
c. QFD
d. All of the above
e. None of the above
4. The long term objective of the organization is contained in
a. Vision
b. Mission
c. Quality policy
d. All of the above
e. None of the above
5. The quality council is chaired by
a. TQM facilitator
b. CEO
c. QC
d. All of the above
e. None of the above

II. TRUE or FALSE

1. Quality Council is essential for implementation of TQM

2. ISO 9000 is not relevant to TQM
3. The CEO has to invest time for TQM to happen
4. Process improvement team is chaired by CEO
5. A cross-functional team is better for improvement of processes
6. Vision statement provides strategy for achieving mission
7. The TQM facilitator should sign quality policy
8. Vision statement should be as long as possible.
9. Middle management may resist involvement of employees
10. Quality Council approves changes
11. Quality Council forms team for process improvement
12. Success stories should not be shared with public
13. Senior management should be persistent for TQM to happen
14. Work instruction do not form part of communications framework of an organization
15. Vertical communication only needed for TQM
16. Study phase precedes plan phase
17. Consultant should not be employed for implementing TQM

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 18. Schedules shall not be laid down for improvement actions.
19. Management By Walking Around is not relevant to TQM
20. Coaching employees is essential for TQM
21. Benchmarking can be used for prioritizing processes for improvement.

III. MATCHING TYPE

1. PDSA A. Quality Function Deployment

2. PDCA B. Edward Deming
3. QFD C. Design of Experiment
4. DOE D. Shewart
5. JIT E. Just-in-Time

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(SC 2.1)MIDTERM SUMMATIVE QUIZ

I. Choose the most appropriate answer.

1. TQM is
a. Cost effective quality management
b. Preventive quality management
c. Continuous quality improvement
d. All of the above
e. None of the above
2. Elements of TQM include
a. Quantitative methods
b. Focus on process
c. Leadership
d. All of the above
e. None of the above
3. Deming’s 14 points include
a. Giving quantitative targets to workers
b. Depend on inspection
c. Institute training
d. All of the above
e. None of the above
4. For TQM to happen, top management must
a. Be proactive
b. Communicate rarely
c. Maintain processes
d. All of the above
e. None of the above
5. Quality values include
a. Productivity first
b. Quality Assurance manager leads
c. Top management believes in continuous improvement
d. All of the above
e. None of the above
6. The leadership for implementing TQM has to remain with
a. Consultant
b. All employees
c. CEO
d. All of the above
e. None of the above
7. PDSA cycle includes
a. Act
b. Check
c. Cost
d. All of the above
e. None of the above
8. TQM methodologies include
a. JIT
b. DOE
c. QFD
d. All of the above
e. None of the above
9. The long term objective of the organization is contained in
a. Vision
b. Mission

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 c. Quality policy
d. All of the above
e. None of the above
10. The quality council is chaired by
a. TQM facilitator
b. CEO
c. QC
d. All of the above
e. None of the above
11. Change is
a. Liked by everybody
b. Essential
c. Comfortable
d. All of the above
e. None of the above
12. Some of the measures of TQM could be
a. Customer perception about quality
b. Productivity
c. Quantum of rework
d. All of the above
e. None of the above
13. TQM gives benefit to
a. Customers
b. Employees
c. Society
d. All of the above
e. None of the above
14. Building virtual organization leads to
a. More employees
b. More trouble
c. Improved quality management
d. All of the above
e. None of the above
15. In a TQM environment, changes will be
a. Frequent
b. Once in a year
c. Few
d. All of the above
e. None of the above
16. Right decision calls for
a. Fast action
b. Breaking teams
c. Involving concerned employees
d. All of the above
e. None of the above
17. Doing right things include
a. Reducing wages
b. Increasing working hours
c. Choosing right methods
d. All of the above
e. None of the above
18. Why things go wrong? Because
a. Requirements are not defined correctly
b. Right tools are available
c. Lot of motivation to do the job
d. All of the above
e. None of the above

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19. PDSA
a. Quality Function Deployment
b. Edward Deming
c. Design of Experiment
d. Shewart
e. Just-in-Time
20. JIT
a. Quality Function Deployment
b. Edward Deming
c. Design of Experiment
d. Shewart
e. Just-in-Time
21. PDCA
s. Quality Function Deployment
b. Edward Deming
c. Design of Experiment
d. Shewart
e. Just-in-Time
22. DOE
a. Quality Function Deployment
b. Edward Deming
c. Design of Experiment
d. Shewart
e. Just-in-Time
23. QFD
a. Quality Function Deployment
b. Edward Deming
c. Design of Experiment
d. Shewart
e. Just-in-Time
24. ISO 9000 is not relevant to TQM
a. true
b. false
25. Benchmarking can be used for prioritizing processes for improvement
a. True
b. False

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 TOPIC 3: TQM PRINCIPLES

OBJECTIVES

At the end of the period, learners should be able to:

1. Understand some of the key principles in TQM

2. Analyze the principles of TQM for customer satisfaction & employee improvement

3. Appreciate TQM as a vital key concepts pertaining to process approach.

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(IM 3.1)PRE FINAL LECTURE 1

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PRE FINAL ASSIGNMENT 1

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PRE FINAL REVIEW EXERCISES 1

I. Choose the appropriate answer

1. In service industry
a. Understanding customer requirement is easy
b. Each service offering is different
c. Measuring customer satisfaction is easy
d. All of the above
e. None of the above
2. Difficulties in service industry incluce
a. Customer is always late
b. Marketing
c. Handling
d. All of the above
e. None of the above
3. Customers service personnel should be
a. Caring
b. Obliging
c. Tactful
d. All of the above
e. None of the above
4. Customers leave because of
a. Unhappiness with customer service personnel
b. Higher cost
c. Found a provider next door
d. All of the above
e. None of the above
5. Non-contractual requirements include
a. Waiver of fee
b. Dismissal of an employee of organization
c. Value for money spent
d. All of the above
e. None of the above
6. Requirements should be agreed to by
a. Customer
b. Supplier
c. Supplier and customer
d. All of the above
e. None of the above
7. Measures for customer satisfaction shall be identified by
a. Customers
b. Suppliers
c. The top management
d. All of the above
e. None of the above
8. For computing Customer Satisfaction Index, identify
a. At least 10 measures
b. As many measures as possible
c. Vital few measures
d. All of the above
e. None of the above
9. Complaints can be handled by
a. Purchase department
b. Production department
c. QA division

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 d. All of the above
e. None of the above
10. Complaints should be analyzed by
a. CEO
b. Authorized team
c. Purchase department
d. All of the above
e. None of the above
11. Feedback form should be
a. Clear
b. Unambiguous
c. Easy to fill
d. All of the above
e. None of the above

II. TRUE or FALSE

1. Service sector employs the largest number of people

2. Software development is a service
3. Speed is more critical in service
4. Each service offering is different
5. Psychology of customers is difficult to predict
6. There are peak hours in service
7. It is easy to measure performance
8. Customer needs for service always remains same
9. Customers thrive on businesses
10. Customer delight is not possible
11. 50 percent of problems may be due to misunderstood requirement
12. Customer contact person should be tough with customers
13. Customer attrition is mainly due to higher cost
14. Customer should be obliged to the organization
15. Customer requirements should be subjected to contract review
16. In service industries, usually customers arrive at the last minute
17. Additional requirements should always be acceptd with a premium
18. Kano Model is a two-dimensional model for quality
19. Excitement occurs when unexpected features are provided
20. Additional requirement of customer should be refused
21. Amendments are to be foreseen
22. Checklist for customers are helpful for understanding requirements
23. Code of good customer handling practices does not serve any purpose
24. Customer should provide for amendments to contract later
25. Poor communications is the cause for misunderstood requirement
26. Customer satisfaction should not be measured in hard numbers
27. There are specific guidelines for identifying measures
28. Identify large number of measures
29. Quantitative customer satisfaction index is better
30. Complaint should be discouraged
31. Feedback should be handled by a junior employee
32. Feedback causes interruption of work
33. Corrective action should be taken quickly
34. Complaints should be kept confidential
35. Written feedback should not be taken
36. Employees should be supported over customers where necessary
37. Customers have no time for giving feedback

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(IM 3.2)PRE FINAL LECTURE 2

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PRE FINAL ASSIGNMENT 2

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PRE FINAL REVIEW EXERCISE 2

I. Choose the appropriate answer.

1. According to Theory X, people

a. Are lazy
b. Hate to work
c. Don’t take responsibility
d. All of the above
e. None of the above
2. According to Theory Y
a. Want to learn
b. Want to do difficult and challenging work
c. Develop self-discipline
d. All of the above
e. None of the above
3. The motivational needs according to Hygiene Theory are
a. Salary
b. Security
c. Status
d. None of the above
e. None of the above
4. The needs and various states of employees according to Maslow are
a. Physiological
b. Esteem
c. Self-actualization
d. All of the above
e. None of the above
5. Win-lose relationship
a. Generates more output
b. Waste time
c. Fosters good relationship between colleagues
d. All of the above
e. None of the above
6. Win-win happens
a. When each employee respects the view of other employees
b. Employees criticize the process not the person
c. When teamwork is practiced
d. All of the above
e. None of the above
7. Every employee should communicate with
a. Peers
b. Subordinates
c. Seniors
d. All of the above
e. None of the above
8. Proper communication is facilitated by
a. Discussion during tea time
b. Newsletters
c. Union meetings
d. All of the above
e. None of the above
9. Orientation training should address
a. Objectives of the organization
b. Skills needed for the job in question
c. Specialized training on the job

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 d. All of the above
e. None of the above
10. Training program should be
a. Formal activity
b. Evaluated at the end
c. Must for every one
d. All of the above
e. None of the above
11. Recognition is conveyed through
a. Appreciation letters
b. Cash awards
c. Oral appreciation in annual meetings
d. All of the above
e. None of the above
12. Rewards
a. Are detrimental to the organization
b. Disrupt teamwork
c. Should not be given to teams
d. All of the above
e. None of the above
13. Feedback to employees
a. Demotivates them
b. Improve their performance
c. Can be given by peers
d. All of the above
e. None of the above
14. Empowerment is an organizational state where employees
a. Are aligned with organizational goal
b. Take responsibility for improvement
c. Function as empowered teams
d. All of the above
e. None of the above
15. Empowerment may fail due to
a. Supervisor resistance
b. Lack of training
c. Lack of management sponsorship
d. All of the above
e. None of the above

II. TRUE or FALSE

1. In an organization, 80% of the employees are top-notch

2. The theory Y assumes that people are lazy
3. The lowest level in the Theory Z is safety needs
4. Hertzberg’s motivators include recognition and achievements
5. The motivational level of employees depends on their circumstances
6. Organization has a bigger role to play in the motivation of employees
7. Teams are formed to carry out the work, which individuals can’t
8. Teamwork is a natural human function
9. Management does not have a role in enabling teamwork
10. Teamwork does not forbid innovations
11. Teamwork results in win-lose situation
12. Teams can make better decisions than individuals
13. Win-lose creates conflict between employees
14. Teamwork cannot be practiced outside japan.
15. Communications is a two-way process

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16. Communications is always with the juniors
17. Quality Council meeting is aimed at improving communications
18. Newsletters do not contribute to communications
19. Communication is an art
20. Less communication is better
21. Oral communications should be avoided
22. Orientation training is not necessary for experienced recruits
23. Orientation training can be given after a year of service
24. Training is a one time activity
25. Senior Managers do not require training
26. Award should be given to every employee in the organization
27. Best performers can be given even cash award
28. Awards will disrupt the team
29. Awards will cause bitterness on its employees
30. Award is detrimental to TQM
31. Performance appraisal affects enthusiasm of employees
32. Feedback is important to management
33. Feedback is not important to employees
34. Feedback should be timely
35. Feedback should be periodic
36. The supervisor himself carries out performance appraisal
37. There is no role for management in empowered organizations
38. Empower individuals
39. Empowerment is without bounds
40. Productivity decreases when empowered
41. Empowered teams are democratic
42. Flat organizations needs empowerment
43. Empowerment does not work in manufacturing.

63
(SC 3.1)PRE FINAL SUMMATIVE QUIZ

I. Choose the most appropriate answer

1. In service industry
a. Understanding customer requirement is easy
b. Each service offering is different
c. Measuring customer satisfaction is easy
d. All of the above
e. None of the above
2. Customers service personnel should be
a. Caring
b. Obliging
c. Tactful
d. All of the above
e. None of the above
3. Customers leave because of
a. Unhappiness with customer service personnel
b. Higher cost
c. Found a provider next door
d. All of the above
e. None of the above
4. Non-contractual requirements include
a. Waiver of fee
b. Dismissal of an employee of organization
c. Value for money spent
d. All of the above
e. None of the above
5. Measures for customer satisfaction shall be identified by
a. Customers
b. Suppliers
c. The top management
d. All of the above
e. None of the above
6. For computing Customer Satisfaction Index, identify
a. At least 10 measures
b. As many measures as possible
c. Vital few measures
d. All of the above
e. None of the above
7. Complaints can be handled by
a. Purchase department
b. Production department
c. QA division
d. All of the above
e. None of the above
8. Feedback form should be
a. Clear
b. Unambiguous
c. Easy to fill
d. All of the above
e. None of the above
9. According to Theory X, people
a. Are lazy
b. Hate to work

64
 c. Don’t take responsibility
d. All of the above
e. None of the above
10. The motivational needs according to Hygiene Theory are
a. Salary
b. Security
c. Status
d. None of the above
11. The needs and various states of employees according to Maslow are
a. Physiological
b. Esteem
c. Self-actualization
d. All of the above
e. None of the above
12. Win-lose relationship
a. Generates more output
b. Waste time
c. Fosters good relationship between colleagues
d. All of the above
e. None of the above
13. Win-win happens
a. When each employee respects the view of other employees
b. Employees criticize the process not the person
c. When teamwork is practiced
d. All of the above
e. None of the above
14. Orientation training should address
a. Objectives of the organization
b. Skills needed for the job in question
c. Specialized training on the job
d. All of the above
e. None of the above
15. Recognition is conveyed through
a. Appreciation letters
b. Cash awards
c. Oral appreciation in annual meetings
d. All of the above
e. None of the above
16. Rewards
a. Are detrimental to the organization
b. Disrupt teamwork
c. Should not be given to teams
d. All of the above
e. None of the above
17. Feedback to employees
a. Demotivates them
b. Improve their performance
c. Can be given by peers
d. All of the above
e. None of the above
18. Empowerment is an organizational state where employees
a. Are aligned with organizational goal
b. Take responsibility for improvement
c. Function as empowered teams
d. All of the above
e. None of the above
19. Empowerment may fail due to

65
 a. Supervisor resistance
b. Lack of training
c. Lack of management sponsorship
d. All of the above
e. None of the above
20. Feedback should be periodic
a. True
b. False
21. Flat organizations needs empowerment
a. True
b. False
22. Psychology of customers is difficult to predict
a. True
b. False
23. Customers have no time for giving feedback
a. True
b. False
24. Award is detrimental to TQM
a. True
b. False
25. Speed is more critical in service
a. True
b. False

66
 TOPIC 4: TQM STRATEGIES

OBJECTIVES

At the end of the period, learners should be able to:

1. Understand some of the key strategies in TQM

2. Analyze the strategies of TQM for customer satisfaction & employee improvement

3. Appreciate TQM as a vital key concepts pertaining to process approach.

67
(IM 4.1)FINAL LECTURE 1

68
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70
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FINAL ASSIGNMENT 1

75
FINAL REVIEW EXERCISE 1

I. Choose the most appropriate answer

1. Process definition consists of

a. Entry criteria
b. Exit criteria
c. Task
d. All of the above
e. None of the above
2. Defects can be found early in
a. Person orientation
b. Product orientation
c. Process orientation
d. All of the above
e. None of the above
3. Product Quality depends an
a. Inspector
b. Inspection
c. Process
d. All of the above
e. None of the above
4. Subburaj’s 6’s is meant for
a. Rewarding of employees
b. Computing quality cost
c. Improving processes
d. All of the above
e. None of the above
5. Subburaj’s 6’s include
a. Streamline
b. Simplify
c. Standardize
d. All of the above
e. None of the above
6. Strengthening includes
a. Training employees
b. Motivating employees
c. Measuring process performance
d. All of the above
e. None of the above
7. An employee may have
a. Internal customer
b. Internal supplier
c. External supplier
d. All of the above
e. None of the above
8. Customer-Supplier Chains
a. Reduce communication gap
b. Help in finalizing verification methodology
c. Facilitate immediate feedback
d. All of the above
e. None of the above
9. JIT requires
a. Materials arriving on time
b. No work-in-progress
c. The items made to order

76
 d. All of the above
e. None of the above
10. Practicing JIT can save
a. Space
b. Inventories
c. Cycle time
d. All of the above
e. None of the above
11. Performance standard should be
a. AQL
b. Something closer to zero defects
c. Zero defects
d. All of the above
e. None of the above
12. To make zero defect happen
a. Right mind-set of the employees are required
b. Management commitment required
c. Will power required
d. All of the above
e. None of the above
13. The tenets of lean manufacturing include
a. 5 S System
b. Cellular manufacturing
c. TPM
d. All of the above
e. None of the above
14. In Kanban Process
a. Card is attached to parts
b. No extra piece produced
c. Helpful in case of fluctuations
d. All of the above
e. None of the above
15. Cellular manufacturing reduces
a. Lead time
b. Inventory
c. Scrap and rework
d. All of the above
e. None of the above

II. TRUE or FALSE

1. An organization is a collection of processes

2. Product orientation is healthy
3. Lean manufacturing increases WIP
4. Process adds value
5. ETX Is not a process model
6. Process model helps in identifying internal customers and suppliers
7. Process is a repeatable sequence of events
8. Streamline eliminates unnecessary processes
9. Simplifying compromises quality
10. Subburaj’s 6S does not include study of processes
11. Each process interacts at least with two other processes
12. Synergize with interacting processes
13. Standardization means formulating procedures for the process
14. Strengthen is demonstrating commitment of the organization in the new process
15. 6s is meant for process improvement
16. 6s can be applied for any business process

77
17. Customer has to be external
18. Supplier can be internal
19. The organization consist o well connected customer-supplier-chain
20. Training needed for employees for establishing customer supplier chains
21. Quality is controlled throughout the organization with customer supplier chains
22. Internal customer has to be treated in the same manner as the external customer
23. JIT goes well with TQM
24. JIT requires a lot of planning
25. JIT increases inventories
26. JIT needs skilled employees
27. JIT needs process definition
28. JIT needs Customer-supplier-chain
29. Zero defects is possible under TQM environment
30. Zero defect requires competent persons
31. Zero defects will happen on its own
32. Zero defects means 6 Sigma level of quality
33. Zero defects is beneficial to the customers
34. Batch production is same as flow manufacturing
35. Flow manufacturing takes lesser time
36. Cellular manufacturing is at the heart of lean
37. Lean enables JIT
38. JIT enables TQM
39. Kanban means card signal
40. A cart Kanban is used for the withdrawal of large items
41. SCM minimizes WIP inventory and cycle time

78
(IM 4.2)FINAL LECTURE 2

79
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82
83
84
85
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FINAL ASSIGNMENT 2

88
FINAL REVIEW EXERCISE 2

I. Choose the most appropriate answer

1. 5S improves
a. Quality of the product and processes
b. Efficiency
c. Employee morale
d. All of the above
e. None of the above
2. Seiri means
a. Throwing away all items
b. Throwing away unnecessary items
c. Sorting in database
d. All of the above
e. None of the above
3. Seiton is
a. Applicable to waste also
b. Not part of 5S
c. To arrange necessary items in a neat and proper manner
d. All of the above
e. None of the above
4. 5S is
a. A part of Kaizen tools
b. Management tool
c. Used for inspection
d. All of the above
e. None of the above
5. Kaizen is a technique for
a. Gradual improvement
b. Continuous improvement
c. Does not require capital investment
d. All of the above
e. None of the above
6. Kaizen Blitz involves
a. Training of cross-functional teams
b. Carry out the job quickly
c. Aimed at dramatic improvement
d. All of the above
e. None of the above
7. Kaizen is aimed at
a. Application of 5S
b. Standardization of processes
c. Waste elimination
d. All of the above
e. None of the above
8. BPR is aimed at
a. Continuous improvement
b. Gradual improvement
c. Radical redesign & dramatic improvement
d. All of the above
e. None of the above
9. Juran’s trilogy includes
a. Quality planning
b. Quality control
c. Quality improvement
d. All of the above
89
 e. None of the above

II. TRUE or FALSE

1. Kaizen means dramatic improvement

2. BPR is a Kaizen tool
3. Standardization of methodologies is important to Kaizen
4. Kaizen Blitz is a quick improvement process
5. Juran trilogy aims at eliminating chronic waste
6. Seven deadly wastes improve processes
7. WIP is high in lean manufacturing
8. Visual management improves processes
9. Kaizen reduces costs
10. BPR aims at gradual improvement

90
(SC 4.1)FINAL SUMMATIVE QUIZ

I. Choose the most appropriate answer

1. Lean manufacturing increases WIP

a. True
b. False
2. ETX Is not a process model
a. True
b. False
3. Process model helps in identifying internal customers and suppliers
a. True
b. False
4. Streamline eliminates unnecessary processes
a. True
b. False
5. Subburaj’s 6S does not include study of processes
a. True
b. False
6. Synergize with interacting processes
a. True
b. False
7. 6s is meant for process improvement
a. True
b. False
8. The organization consist of well-connected customer-supplier-chain
a. True
b. False
9. JIT goes well with TQM
a. True
b. False
10. JIT increases inventories
a. True
b. False
11. Zero defects means 6 Sigma level of quality
a. True
b. False
12. Flow manufacturing takes lesser time
a. True
b. False
13. Cellular manufacturing is at the heart of lean
a. True
b. False
c.
14. Kanban means card signal
a. True
b. False
15. SCM minimizes WIP inventory and cycle time
a. True
b. False
16. Kaizen means dramatic improvement
a. True
b. False
17. 5S improves
a. Quality of the product and processes
b. Efficiency
c. Employee morale

91
 d. All of the above
e. None of the above
18. Seiri means
a. Throwing away all items
b. Throwing away unnecessary items
c. Sorting in database
d. All of the above
e. None of the above
19. Seiton is
a. Applicable to waste also
b. Not part of 5S
c. To arrange necessary items in a neat and proper manner
d. All of the above
e. None of the above
20. 5S is
a. A part of Kaizen tools
b. Management tool
c. Used for inspection
d. All of the above
e. None of the above
21. Kaizen is a technique for
a. Gradual improvement
b. Continuous improvement
c. Does not require capital investment
d. All of the above
e. None of the above
22. Kaizen Blitz involves
a. Training of cross-functional teams
b. Carry out the job quickly
c. Aimed at dramatic improvement
d. All of the above
e. None of the above
23. Kaizen is aimed at
a. Application of 5S
b. Standardization of processes
c. Waste elimination
d. All of the above
e. None of the above
24. BPR is aimed at
a. Continuous improvement
b. Gradual improvement
c. Radical redesign & dramatic improvement
d. All of the above
e. None of the above
25. Juran’s trilogy includes
a. Quality planning
b. Quality control
c. Quality improvement
d. All of the above
e. None of the above

92
KEY TO CORRECTION

Self-Check Activity 1.1 Self-Check Activity 2.1 Self-Check Activity 3.1 Self-Check Activity 4.1
1. C 1. D 1. B 1. A
2. D 2. D 2. D 2. B
3. E 3. C 3. D 3. A
4. E 4. A 4. C 4. A
5. D 5. C 5. C 5. B
6. D 6. C 6. C 6. A
7. B 7. D 7. E 7. A
8. A 8. D 8. D 8. A
9. A 9. A 9. D 9. A
10. A 10. E 10. D 10. B
11. A 11. B 11. D 11. A
12. A 12. C 12. B 12. A
13. A 13. D 13. D 13. A
14. A 14. C 14. A 14. A
15. A 15. E 15. D 15. A
16. A 16. C 16. E 16. A
17. B 17. C 17. B 17. D
18. B 18. A 18. D 18. B
19. B 19. B 19. D 19. C
20. B 20. E 20. B 20. A
21. B 21. D 21. A 21. D
22. A 22. C 22. A 22. D
23. A 23. A 23. A 23. D
24. A 24. B 24. B 24. C
25. A 25. A 25. A 25. D

93
Prelim RE1 Prelim RE2 Midterm RE1 28. TRUE
29. FALSE
I. I. I. 30. FALSE
1.B 1. D 1. D 31. FALSE
2. D 2. E 2. D 32. FALSE
3. E 3. C 3. C
4. D 4. A

5. C 27. FALSE
II. II. 6. B
1. TRUE 1. TRUE 7. C
2. TRUE 2. TRUE 8. D
3. TRUE 3. TRUE 9. C
4. TRUE 4. FALSE 10. E
5. TRUE 5. TRUE 11. C
6. TRUE 6. FALSE 12. C
7. FALSE 7. TRUE 13. A
8. FALSE 8. TRUE
9. FALSE 9. TRUE II.
10. FALSE
11. FALSE 1. TRUE
12. TRUE 2. FALSE
13. FALSE 3. TRUE
14. TRUE 4. FALSE
15. TRUE 5. FALSE
16. TRUE 6. FALSE
17. TRUE 7. TRUE
18. TRUE 8. FALSE
19. TRUE 9. FALSE
10. TRUE
11. FALSE
12. TRUE
13. TRUE
14. FALSE
15. TRUE
16. TRUE
17. TRUE
18. TRUE
19. FALSE
20. TRUE
21. FALSE
22. FALSE
23. FALSE
24. FALSE
25. FALSE
26. FALSE

94
M ALSE
id 9. TRUE
te 10. TRUE
r
11. TRUE
m
R 12. FALSE
E 13. FALSE
2 14. FALSE
15. FALSE
I. 16. FALSE
17. TRUE
1. C 18. FALSE
2. D 19. FALSE
3. D 20. TRUE
4. A 21. TRUE
5. E

II.
1
1. T
R
U
E
2. F
A
L
S
E
3. F
A
L
S
E
4. F
A
L
S
E
5. T
R
U
E
6. F
A
L
S
E
7. F
A
L
S
E
8. F 95
Pre-final RE1 29. TRUE 11. FALSE 9. D
30. FALSE 12. TRUE 10. D
31. FALSE 13. FALSE 11. D
I. 32. FALSE 14. FALSE 12. D
33. TRUE 15. TRUE 13. D
1. B 34. TRUE 16. FALSE 14. D
2. D 35. FALSE 17. TRUE 15. D
3. D 36. FALSE 18. FALSE
4. D 37. TRUE 19. TRUE II.
5. C 20. FALSE
6. E 1. TRUE
21. FALSE
7. C 2. TRUE
22. FALSE
8. C Pre-final RE2 3. TRUE
23. FALSE
9. E 4. TRUE
24. FALSE
10. E 5. FALSE
25. FALSE
11. D I. 6. TRUE
26. FALSE
7. TRUE
1. D 27. TRUE
II. 8. TRUE
2. D 28. FALSE
9. FALSE
1. TRUE 3. D 29. TRUE
10. FALSE
2. TRUE 4. D 30. FALSE
11. TRUE
3. TRUE 5. D 31. TRUE
12. TRUE
4. TRUE 6. B 32. TRUE
13. TRUE
5. TRUE 7. D 33. FALSE
14. TRUE
6. TRUE 8. D 34. TRUE
15. TRUE
7. FALSE 9. B 35. FALSE
16. TRUE
8. FALSE 10. A 36. TRUE
17. FALSE
9. FALSE 11. D 37. FALSE
18. FALSE
10. FALSE 12. D 38. FALSE
19. TRUE
11. TRUE 13. E 39. FALSE
20. TRUE
12. FALSE 14. B 40. FALSE
21. TRUE
13. FALSE 15. D 41. TRUE
22. TRUE
14. FALSE 16. D 42. TRUE
23. TRUE
15. TRUE 43. FALSE
24. TRUE
16. TRUE 25. FALSE
17. FALSE II.
Final RE1 26. TRUE
18. TRUE 27. TRUE
1. FALSE
19. TRUE I. 28. TRUE
2. FALSE
20. FALSE 29. TRUE
3. FALSE
21. TRUE 1. D 30. TRUE
4. FALSE
22. TRUE 2. C 31. FALSE
5. TRUE
23. FALSE 3. C 32. TRUE
6. TRUE
24. FALSE 4. C 33. TRUE
7. TRUE
25. TRUE 5. D 34. FALSE
8. FALSE
26. TRUE 6. D 35. TRUE
9. FALSE
27. FALSE 7. D 36. TRUE
10. FALSE
28. FALSE 8. D
96
 37. TRUE
38. TRUE
39. TRUE
40. TRUE
41. TRUE

Final RE2

I.

1. D
2. B
3. C
4. A
5. D
6. D
7. D
8. C
9. D

II.

1. FALSE
2. FALSE
3. TRUE
4. TRUE
5. FALSE
6. FALSE
7. TRUE
8. TRUE
9. TRUE
10. FALSE

i
i

97