SRM VALLIAMMAI ENGINEERING COLLEGE

SRM Nagar, Kattankulathur – 603 203

DEPARTMENT OF MECHANICAL ENGINEERING

QUESTION BANK

VII Semester

GE6757 – TOTAL QUALITY MANAGEMENT

Regulation – 2013

Academic Year 2019 – 20

Prepared by
Dr.K.Sentamilselvan. Asst. Professor (Sel.G)
Mr.B.Sam Paul . Asst. Professor (O.G)
Mr.K.Guru. Asst Professor (O.G)
DEPARTMENT OF MANAGEMENT STUDIES
 SRM VALLIAMMAI ENGINEERING COLLEGE
SRM Nagar, Kattankulathur – 603 203.
DEPARTMENT OF MECHANICAL ENGINEERING
GE6757 – TOTAL QUALITY MANAGEMENT

UNIT I INTRODUCTION
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of
product and service quality - Basic concepts of TQM - TQM Framework - Contributions of
Deming, Juran and Crosby - Barriers to TQM - Quality statements - Customer focus – Customer
orientation, Customer satisfaction, Customer complaints, and Customer retention
- Costs of quality.

PART-A ( 2 MARKS)
Q.No Questions Level Competence

1 Define Quality. BTL 1 Remembering

2 Compare Dimensions of product and service quality. BTL 2 Understanding

3 Elucidate Kaizen. BTL 3 Applying

4 What are the dimensions of quality? BTL 4 Analysing

5 Discuss the duties of quality council. BTL 5 Evaluating

6 Interpret the essential steps of quality planning. BTL 6 Creating

7 Define Hidden cost. BTL 1 Remembering

8 Compare appraisal and failure costs. BTL 2 Understanding

9 How would you show your understanding on the BTL 3 Applying

Juan‟s quality planning?
10 What conclusion can you draw on the objectives of BTL 4 Analysing
quality cost evaluation?
11 How is Customer retention focused in TQM? BTL 5 Evaluating

12 Interpret the barriers to TQM implementation. BTL 6 Creating

13 Define prevention costs. BTL 1 Remembering

14 Compare TQM & TQM frame. BTL 2 Understanding

How would you show your understanding of the
15 term Customer satisfaction & the term Customer BTL 3 Applying
complaints?
 16 Classify the basic concepts of TQM. BTL 4 Analysing

17 What do you mean by cost of Quality ? BTL 5 Evaluating

18 Classify any four principles of TQM. BTL 1 Remembering

19 Define quality statement? Give example for each. BTL 1 Understanding

20 What is quality council? BTL 3 Applying

PART-B ( 13 MARKS)

Q.No Questions Level Competence

1 Explain in detail about Deming Philosophy.

BTL 1 Remembering

2 How would you summarize customer complaints,

customer satisfaction & retention in details? BTL 2 Understanding
3 Discuss the need and basic concepts of TQM.
BTL 3 Applying
4 Examine evolution, pillars and potential benefits of TQM BTL 4 Analysing
5 i) Categorize the different TQM Framework with diagram. (7)
ii) Can you predict the outcome of barriers for TQM BTL 5 Evaluating
implementations? (6)
6 Evaluate Quality statements of manufacturing company with an BTL 6 Creating
example.Do you agree with the actions of Quality statements?
Define TQM and explain Juran‟s ten steps to quality Remembering
7 improvement and describe TQM Concepts in detail. BTL 1

8 i) Compare the dimensions of product quality and service

quality with example. (7) BTL 2 Understanding
ii) Explain in detail the various principles of quality
management. (6)
9 Applying
Why to measure quality costs? Classify the various types of
Quality costs and given examples. BTL 3
10 i) Describe various dimensions of Quality with respect to the
following: Quality in Products and Quality in services. (7) BTL 4 Analyzing
ii) Explain the common customer feedback collection tools.(6)
i) Find and Elaborate on the steps in establishing a cost of
11 quality reporting system. (7) BTL5 Evaluating
ii) Define and distinguish between vision and mission
statements. (6)
12 Explain Crosby 14 points for quality. BTL 6 Creating
 (i) Explain the role of senior level management in TQM
13
implementation. (7)
(ii) Illustrate the various steps involved in customer satisfaction BTL 1 Remembering
process. (6)
(i) Explain why and now we should retain the customer using
14 an established model. (7) BTL 2 Understanding
(ii)What are internal failure costs? Give examples. (6)

PART-C (15 Marks)

Q.No Questions Level Competence
1 Enumerate the cost of quality and discuss in detail with BTL 1 Remembering
respect to the service based industry
Explain about projects in TQM and Various supporting
2 BTL 2 Understanding
tools and techniques in TQM Projects.
3 Name four ways that a college business school student
could apply quality management principles at the personal BTL 3 Applying

level. Give example of data that could be collected in this

effort.
4 Discuss how a fast food restaurant could measure its BTL 4 Analyze
quality effectiveness using each of the following
definitions of quality: product – based, user-based, value-
based, and manufacturing-based.
 UNIT II TQM PRINCIPLES

Leadership - Strategic quality planning, Quality Councils - Employee involvement - Motivation,

Empowerment, Team and Teamwork, Quality circles Recognition and Reward, Performance
appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen -
Supplier partnership - Partnering, Supplier selection, Supplier Rating.

PART-A ( 2 MARKS)
Q.No QUESTIONS LEVEL COMPETENCE

1 Define Leadership. BTL 1 Remembering

2 Compare Reward & Recognition. BTL 2 Understanding

3 Identify the importance of strategic quality planning BTL 3 Applying

4 Classify the types of motivation. BTL 4 Analysing

5 How is teamwork important in TQM? BTL 5 Evaluating

6 Interpret the objectives Quality councils. BTL 6 Creating

7 What is continuous process improvement? BTL 1 Remembering

8 What is Quality circle ? BTL 2 Understanding

9 Define motivation. BTL 3 Applying

10 How employee involvement can be improved in an BTL 4 Analysing

organization?
11 How would show your understanding of PDCA Cycle?
Do you feel kaizen can be an alternate to it? BTL 5 Evaluating

12 Explain empowerment. BTL 6 Creating

13 What example can you state for partnering? BTL 1 Remembering
14 Classify the types of supplier rating. BTL 2 Understanding
15 List the characteristics of good leadership. BTL 3 Applying
16 Interpret the importance of supplier selection. BTL 4 Analysing
17 Define performance appraisal. BTL 5 Evaluating
18 Compare Kaizen and Kairyo. BTL 6 Creating
19 Why team and team works are required in TQM? BTL 1 Remembering

20 Define 5s. BTL 2 Understanding

 PART –B (13 MARKS)

Q.No Questions Level Competence

How would you describe the characteristics of quality leader and BTL 1 Remembering
1 leadership styles for effective leaders in detail?
2 Explain requirements of effective leadership & BTL 2 Understanding
summarize leadership roles in detail.

3 (i)How would you show your understanding on steps involved in

strategic quality planning. (7 ) BTL 3 Applying
(ii)Identify the Difference between strategic quality planning Vs
Traditional strategic planning (6 )
4 (i) Categorize the Aspects of employee involvement. (7 )
BTL 4
(ii) Analyze the concept of motivation explain in detail? (6 ) Analysing

5 Discuss about the supplier partnership procedures in detail. BTL 5 Evaluating

6 (i)Evaluate Concept of Employee empowerment and general

principles and characteristics of it. (7 )
BTL 6 Creating
(ii)Estimate team types and characteristics of successful team. (6 )

7 What are the structure of quality circles & its process formation BTL 1 Remembering
in detail?
i)Explain the process would you use for performance appraisal.
8
(7) BTL 2 Understanding
ii)classify the different performance appraisal techniques. (6)

9 How would you show your understanding on the essentials

PDCA Cycle? BTL 3 Applying

10 Compare and contrast the role of team leader and facilitator. BTL 4 Remembering

How would you describe kaizen model and list their merits? BTL 5 Evaluating
11
12 i)What is supplied partnering? Indicate its importance benefits
(7 ) BTL 6 Creating
ii )List the various steps involved in supplier selection. (6)
13 Elaborate the Japanese 5s as applicable to services BTL 1 Remembering
and manufacturing company.

14 List the Ishikawa ten principles for customer / supplier relations. BTL 2 Understanding
 PART-C (15 Marks)
Q.No Questions Level Competence
1 How would you show your understanding on framing 5s
BTL 1 Remembering
for a manufacturing company and classifying them?
Suggest some guidelines/recommendations for a QC being
2 BTL 2 Understanding
implemented successfully.
3 Do you think Crosby's preachings are relevant today in the
present context at India? BTL 3 Applying

4 Cite atleast three organizational activities that can be

BTL 4 Analyze
categorized under management processes that comprise
Juran's quality trilogy.
 UNIT III TQM TOOLS AND TECHNIQUES I
The seven traditional tools of quality - New management tools - Six sigma: Concepts,
Methodology, applications to manufacturing, service sector including IT - Bench marking - Reason
to bench mark, Bench marking process - FMEA - Stages, Types

PART –A (2 MARKS)
Q.No QUESTIONS LEVEL COMPETENCE

What is bench marking?

1 BTL 1 Remembering
Summarize the evolution of six sigma in
2 BTL 2 Understanding
Motorola company.
3 Write the features of Activity network diagram. BTL 3 Applying

4 List any four traditional tools of quality. BTL 4 Analyzing

5 Can you assess the value or importance of bench BTL 5 Evaluating

marking?
Differentiate between process distribution check
6 BTL 6 Creating
sheet and defective item check sheet.
7 What are the factors that distinguish six sigma BTL 1 Remembering
concepts from traditional quality management
concepts?

8 What do you mean by six sigma? BTL 2 Understanding

9 Name some new management tools. BTL 3 Applying

10 Write a brief note on FMEA. BTL 4 Analyzing

11 Outline the features of Activity network diagram. BTL 5 Evaluating

12 What is your opinion of RPN? BTL 6 Creating

13 What are the reasons for bench-marking? BTL 1 Remembering

14 Outline the scope of six sigma principle. BTL 2 Understanding

How would you show your understanding of
15 BTL 3 Applying
PERT Diagrams?
Can you make a distinction between failure
16 BTL 4 Analyzing
mode and failure effects?
17 What is the use of stratification chart in TQM? BTL 5 Evaluating
 Compare between the Tree diagram and
18 BTL 6 Creating
Decision tree diagram.
19 What is relationship diagram? When do you use it? BTL 1 Remembering

20 Can you list the three benefits of FMEA? BTL 2 Understanding

PART-B (13 MARKS)

Q.No Questions Level Competence
1 Describe the seven traditional tools of quality. BTL 1 Remembering
2 (i)Explain in detail about new management tools. (7) BTL 2 Understanding
(ii)Infer how is Pareto analysis done? Explain with an example(6)

(i)How would you show your understanding of properties of

3 normal curve? (7) BTL 3 Applying
(ii)How would you solve the tree diagram and arrow diagram?(6)
4 (i)Examine in detail the six sigma concepts of process capability.
Also bring out the methodologies adopted in six sigma practices(7)
(ii)Analyze the SIX BIG losses which are acting as stumbling BTL 4 Analysing
blocks on the road to higher equipment effectiveness. Also explain
how those losses can be minimized or eliminated through TPM
programme. (6)
5 (i)Elaborate the stages of six sigma in process improvement. (7)
(ii)Discuss the usage of scatter diagram. (6) BTL 5 Evaluating
6 (i)Evaluate the purpose and methodology of construction of a
Ishikawa diagram with an example. (7) BTL 6 Creating
(ii)Justify an engineering brief about „arrow diagram‟. When do
you use arrow diagrams? (6)
7 (i)In what way, matrix data analysis differs from all other
management tools? (7)
(ii)How would you explain the methodology of constructing an
BTL 1 Remembering
affinity diagram by using an illustration. (6)
8 (i)Explain the significance of “Process Decision Programme
Chart (PDPC)” using a simple illustration. (7)
 (ii)Explain would you prepare a FMEA work sheet for an BTL 2 Understanding
induction motor‟s shaft failure or a failure of your choice. (6)

9 How would you show your understanding of Bench marking

process? List the various reasons for bench marking. BTL 3 Applying
10 (i)Analyze the three main types of benchmarking. In what
circumstances would each type be more appropriate? (7 ) BTL 4 Analyzing
(ii)Examine the steps that contain the core technique of
benchmarking? (6)
11 Why benchmarking is required in an organization? Illustrate the BTL 5 Evaluating
different types of bench marking process. Write down the general
procedure for bench marking process.
12 Discuss the stages and types of bench marking. BTL 6 Creating
13 Explain in detail the concept of FMEA. BTL 1 Remembering
14 Can you recall the four stages of FMEA? How do you use BTL 2 Understanding
FMEA in an organization to increase process reliability?

PART-C (15 Marks)

Q.No Questions Level Competence
1 A coffee shop owner gets sudden increase in complaints
BTL 1 Remembering
about poor quality apply cause and effect diagram to this
situation.
Prepare the format of an FMEA table and explain the
2 BTL 2 Understanding
components with an example of your choice.
3 “create solutions will emerge only from seven new
management tool- discuss. BTL 3 Applying

4 How the process FMEA can be applied for software

BTL 4 Analyze
product development? Show in detail all the relevant steps
in this case study.
 UNIT IV TQM TOOLS AND TECHNIQUES II

Control Charts - Process Capability - Concepts of Six Sigma - Quality Function Development (QFD)
- Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures.

PART-A ( 2 MARKS)
Q.No QUESTIONS LEVEL COMPETENCE

1 What is meant by quality loss? BTL 1 Remembering

2 List the objectives of TPM. BTL 2 Understanding

3 Classify control charts. BTL 3 Applying

4 Enumerate the importance of process capability. BTL 4 Analysing

5 Can you assess the value or importance of „process is in control‟? BTL 5 Evaluating

6 Differentiate between control charts for variables and attributes. BTL 6 Creating

7 What are the purposes of capability analysis? BTL 1 Remembering

8 What do you understand about six sigma? BTL 2 Understanding

9 How would you apply what you learned to develop QFD? BTL 3 Applying

10 What are the six sections of a basic house of quality matrix? BTL 4 Analysing

11 Write a note on QFD. BTL 5 Evaluating

12 What is your opinion of Taguchi methods? BTL 6 Creating

13 Can you recall the significance of Taguchi‟s QLF? BTL 1 Remembering

14 Outline the scope of quality loss function. BTL 2 Understanding

15 How would you show your understanding of Tero technology? BTL 3 Applying

16 Can you make a distinction between preventive maintenance and BTL 4 Analysing
predictive maintenance?
17 Define Maintenance.
BTL 5 Evaluating
18 What is the main idea of corrective maintenance?
BTL 6 Creating
19 List out the benefits of Total Productive Maintenance?
BTL 1 Remembering
20 Can you list the types of Maintenance?
BTL 2 Understanding
 PART-B (13 MARKS)

Q.No Questions Level Competence

1 i. What are control charts? What are various types of control charts used

in industries? (7 ) BTL 1 Remembering

ii. Explain the Process Capability Studies by Control Chart Method.(6)
2 The taguchi loss function for a certain component is given by L(X)=
7500(X-N)2,where X= the actual value of a critical dimension and N BTL 2 Understanding
is its Nominal value .company management has decided that the
maximum loss that can be accepted is Rs.400.If the nominal
dimension is 35.00 mm. Find the tolerance limits.
Describe the difference between control limits and specification
3 BTL 3 Applying
limits.
4 i. Explain the stages involved in developing TPM. (7)
ii. Explain the various types of maintenance techniques. (6 ) BTL 4 Analyzing
5 Discuss quality function deployment with suitable application. BTL 5 Evaluating
6 i. Evaluate the concept of six sigma. (6 )
ii. Also compare process capability with six sigma concept. (7 ) BTL 6 Creating
7 Devise a QFD Methodology for design and development of cups
used in vending machine for dispersing hot and cold beverages. BTL 1 Remembering
8 Write down the objectives of implementing TPM. Discuss about the core
elements of TPM program. Compare TQM and TPM. BTL 2 Understanding
9 List and explain the various measures of performance in evaluating the
success of an organization. BTL 3 Applying
10 i. What is meant by QFD Process? (6 )
ii. Describe the four phases of QFD. (7 ) BTL 1 Remembering
11 What are the Pillars of TPM? Discuss them in detail. How are they BTL 1 Remembering
implemented?
12 Explain the concept of six sigma in detail. BTL 2 Understanding
13 Describe the objective and benefits of QFD. BTL 4 Analyzing
14 i) Briefly outline the Six Sigma DMAIC Process. (7)
ii) What are the six major loss areas need to be measured for BTL 1 Remembering
implementing TPM? (6)
 PART-C (15 Marks)
Q.No Questions Level Competence
1 Develop house of quality for designing a mobile phone.
BTL 1 Remembering
Discuss about the objectives, process and benefits of
2
Quality Functional Deployment (QFD). BTL 2 Understanding
3 Explain the steps by steps process used for implemented
BPR in the manufacturing organizations. BTL 3 Applying
4 Write the step by step procedure to develop a TPM
BTL 4 Analyze
programme in an organization.
 UNIT V QUALITY SYSTEMS
Need for ISO 9000 - ISO 9001-2008 Quality System - Elements, Documentation, Quality
Auditing - QS 9000 - ISO 14000 - Concepts, Requirements and Benefits - TQM Implementation in
manufacturing and service sectors.

PART-A ( 2 MARKS)

Q.No Questions Level Competence

1 Define ISO.What is the need for ISO. BTL 1 Remembering

2 What is QS 9000 standard? BTL 2 Understanding
3 Give some list of quality systems. BTL 3 Applying
4 Enumerate the steps necessary to implement the BTL 4 Analyzing
Quality Management System.
5 Can you list the three sections of QS-9000? BTL 5 Evaluating
6 What is quality audit? BTL 6 Creating
7 What are the requirements of ISO 14001? BTL 1 Remembering
8 Mention the elements of ISO 14000. BTL 2 Understanding
9 Identify the four elements for the checking & BTL 3 Applying
corrective action of ISO14001.
10 List the seven elements for the implementation & BTL 4 Analyzing
operations of ISO14001.
11 Name the four elements for the planning of ISO BTL 5 Evaluating
14001.
12 Give the types of Organizational Evaluation BTL 6 Creating
Standards.
13 What are the types of Product Evaluation Standards? BTL 1 Remembering
14 Write the significance of Quality Auditing. BTL 2 Understanding
15 Give the usage of an effective recognition and reward BTL 3 Applying
system.
16 List down the typical measurements frequently BTL 4 Analyzing
asked by managers and teams.
17 Specify the objectives of “quality policy”. BTL 5 Evaluating
18 Compare QS 9000 with TS 16949 quality system. BTL 6 Creating
19 What are the important requirements of QS9000? BTL 1 Remembering
20 Explain briefly the environmental management
BTL 2 Understanding
system.

PART-B(13 MARKS)

Q.N Questions Level Competence

1 (i) What are the steps to be followed in implementing

quality system ISO 9001:2000? (7) BTL 1 Remembering
(ii) What is ISO 9000:2000? State its scope and
applications. (6)
2 Explain the need for ISO 9000 and other Quality
system. BTL 2 Understanding
3 (i) Discuss any four requirements of Environmental
Policy. (7)
(ii) Discuss the three categories of Organizational BTL 3 Applying
Evaluation Standards in detail. (6)
4 (i) Bring out the Industrial application of ISO 14000.(7)
(ii).Assuming that you are working as a quality manager in BTL 4 Analyzing
a manufacturing company in India. Recently you have
initiated and implemented TQM in your organization.
Change in culture was felt and you have taken the steps
required to fulfill the TQM culture. Now, the problem is
sustaining the change. Describe what measures you will
take to sustain the change to a quality culture. (6)
(i).Formulate the steps followed to get ISO 9000
5
certification for an educational institute. (7)
(ii).Can you elaborate on quality auditing and explain
BTL 5 Evaluating
its types? (6)
6 Describe the implementation of ISO 14000
requirements and benefits. BTL 6 Creating
 Elucidate the main reasons for people quitting
7
organizations and taking up job elsewhere? Is money
BTL 1 Remembering
the main reason? Explain the approach to generating
commitment.
8 Illustrate the detailed procedure for quality auditing.
Brief the attributes of a good auditor. BTL 2 Understanding
9 (i) Discuss about the four important documents to be

prepared for ISO 9000 certification. (7)

BTL 3 Applying
(ii) What are the benefits of implementing ISO 14000
standard? (6)
(i)Point out the benefits of EMS. (7)
10 BTL 4 Analyzing
(ii)Discuss quality auditing in detail. (6)
(i)What are the contents of an environmental
11
management system? (7) BTL 5 Evaluating
(ii)Can you list the steps involved in creating TQM
culture? (6)
(i) Outline the major clauses of QS 9000 standards. (7)
12
(ii) Outline the steps on ISO registration process. (6) BTL 6 Creating
Analyze the role of audit checklist for quality
13
management system. BTL 1 Remembering
Explain the concept and benefits of ISO 14000. BTL 2 Understanding
14
 PART-C (15 Marks)
Q.No Questions Level Competence
1 Explain the implementation of quality audit in an textile
BTL 1 Remembering
industry.
Explain the steps followed to get ISO9000 certification
2 BTL 2 Understanding
for an IT industry .
3 Top management commitment (leadership) drives all
other key success factors of TQM.Do you agree with the BTL 3 Applying

statement? Justify your answer quoting examples from

Indian industry.
4 Efficiency has been defined as “doing things better” BTL 4 Analyze
and effectiveness as “doing better things”. Describe
how benchmarking can be used to improve both
efficiency and effectiveness in TQM implementation.