Total Quality

Management
Revision

by
Dr. Harpreet Singh Bedi
Professor, Mittal School of Busienss,
LPU
Mb. 9855267392; Email: harpreet.15604@lpu.co.in
 Syllabus
Unit 1
• Concept of total quality and its evolution :
Introduction, basic terminology related to quality,
dimensions of quality, introduction to quality gurus

• Total quality loop : PDSA cycle

• Quality characteristics : variable and attributes, control

charts for variables: mean-range charts, control chart
for attributes: p-chart for defectives, control charts for
variables: c-charts for defects
• Unit 2
Acceptance sampling and inspection plans : introduction,
situations warranting sampling inspection, desirable
characteristics of sample, merits of sampling inspection
method, limitations of sampling inspection method,
methods of sampling, factors affecting the selection of
sample, sampling plans, methods of acceptance sampling,
operating characteristics curve.

• SQC and SPC : introduction, objectives and uses of SQC

charts, statistical quality control, statistical process
control
Unit 3
• Process capability studies : process capability Quality costs :
introduction, cost of quality, classification of quality-related
costs, quality-cost analysis, eliminate Total Quality costs:
COQ approach, quality-cost trade-off
• Seven basic quality control tools : check sheet (tally
chart), flowchart, histograms/ bar graphs, pareto analysis,
control charts, scatter diagram, cause-and-effect diagram
Unit 4
• FTA/ FMEA : introduction, concept and jargon, elements, methodology
• Quality improvement : introduction, process, juran triology, improvement
strategies, types of problems, problem-solving method, kaizen, re
engineering
• Quality function deployment (QFD) : introduction, QFD team, benefits of QFD,
the voice of the customer, organization of information, house of quality

Unit 5
• Taguchi loss function : introduction, loss function, orthogonal arrays, quality
loss function, design of experiments, noise
• Marketing aspect of total quality management : customer in quality
definition, who is the customer, customer satisfaction, customer satisfaction
measures, customer satisfaction measurement models, customer perception
of quality, quality of service
Unit 6
• Quality audits : types of audit, audit procedure
• Six sigma : DMAIC cycle, benefits, costs in six
sigma, introduction
• Total quality and environment and safety :
introduction to ISO 9000, introduction to ISO
14000 environment management system, industry
specific standards and quality awards
 Revision
All of the following are dimensions of service quality
Except:

A. Assurance
B. Responsiveness
C. Intangibles
D. Reliability
 Test your
understanding
The quality of a product is to be measured on the
dimension of (I) Reliability, (II) Durability, (III) Location
of facility, (IV) Serviceability, (V) Conformance to
specification.
• A. I, IV, V
• B. I, III, IV, V
• C. I, II, IV, V
• D. I, II, III, IV, V
 The quality of a service is to be measured on the
dimension of (I) Reliability, (II) Assurance, (III)
Aesthetics, (IV) Tangibles.
• A. I, II, III, IV
• B. I, II, IV
• C. I, II, III
• D. I, III, IV,
 Quiz
• The concept of PDCA was introduced by

A. Walter A Shewhart
B. W. Edward Deming
C. Kaoru Ishikawa
D. Joseph Moses Juran
• The concept of PDSA was introduced by

A. Walter A Shewhart
B. W. Edward Deming
C. Kaoru Ishikawa
D. Joseph Moses Juran
A product performing continuously over a
period of time refers to which of the following
dimensions of quality
A. Safety
B. Conformance
C. Durability
D. Reliability
• Which of these is NOT a ‘variable’ in context
of Control Charts:

• (a) Length
• (b) Width
• (c) Internal Diameter
• (d) Smell
The purpose of control chart is to detect

A. Random Variation
B. Non – Random Variation
C. Both, Random and Non – Random Variation
D. Neither Random nor Non – Random Variation
• If we want to monitor the defects in a
saree, which of the following charts will be
most appropriate:
• (a) Mean Chart
• (b) Range Chart
• (c) p-Chart
• (d) c-Chart
The book “Bible of Quality” Written by
A. Joseph Moses Juran
B. W. Edward Deming
C. Walter Andrew Shewhart
D. Philip Corsby
The book “Bible of Quality” Written by
A. Joseph Moses Juran
B. W. Edward Deming
C. Walter Andrew Shewhart
D. Philip Corsby
• The number of defects per unit can be
monitored with the help of

A. P-chart
B. R-chart
C. C-chart
D. X-bar chart
• Total Quality Management can be
best described as

A. An art
B. A philosophy
C. A science
D. A social activity
• The concept of Total Quality
Management emphasizes on all except

A. Leadership
B. Perceived quality
C. Employee empowerment
D. Customer focus
• The concept of Total Quality
Management emphasizes on all except

A. Leadership
B. Perceived quality
C. Employee empowerment
D. Customer focus
• If n = 8, R bar = 0.016, X bar = 3, A2 is .37 at
8 no. of observations then upper control
limit is

A. 3.006
B. 2.994
C. 3.100
D. 2.900
• If n = 8, R bar = 0.016, X bar = 3, A2 is .37 at
8 no. of observations then upper control
limit is

A. 3.006
B. 2.994
C. 3.100
D. 2.900
• If n = 8, R bar = 0.016, X bar = 3, A2 is .37 at
8 no. of observations then lower control
limit is

A. 3.006
B. 2.994
C. 3.100
D. 2.900
• If n = 8, R bar = 0.016, X bar = 3, A2 is .37 at
8 no. of observations then lower control
limit is

A. 3.006
B. 2.994
C. 3.100
D. 2.900
• Twenty five samples of n =10 have been taken from
a milling process. The average sample range was .
04 centimeter. Determine upper control limits for
3 4
the sample. Where D = .22 for n = 10 and D = 1.78
for n = 10

A. 0.04
B. 0.07
C. 0.22
D. 1.78
 Quiz
• Twenty five samples of n =10 have been taken from
a milling process. The average sample range was .
04 centimeter. Determine upper control limits for
3 4
the sample. Where D = .22 for n = 10 and D = 1.78
for n = 10

A. 0.04
B. 0.07
C. 0.22
D. 1.78
• Which of these is NOT a part of Juran Triology:

• (a) Quality Planning

• (b) Quality Improvement
• (c) Quality Control
• (d) PDSA
• The probability of selecting an item in
probability sampling, from the population
is

• (a) Equal to one

• (b) Equal to zero
• (c) Non zero
• (d) None of above
• Possibility of accepting a bad lot is called as

• A. Consumer Risk
• B. Producer Risk
• C. Acceptable Quality Level
• D. Lot Tolerance Percent Defective
 Express Freight Company is continually been blamed
by customer for poor quality services. To obtain the
objective of quality assurance which of the following
strategy can be adopted by the company?

• Acceptance sampling strategy

• Statistical process control strategy
• Complaint handling strategy
• Conditional service guarantee strategy
• In Operating Characteristic (OC) curve, with
the increase in the sample size the probability
of acceptance

• A. Increases
• B. Decreases
• C. Remain Constant
• D. Can’t be determined.
• In Operating Characteristic (OC) curve, with
the increase in the sample size the probability
of acceptance

• A. Increases
• B. Decreases
• C. Remain Constant
• D. Can’t be determined.
• In Operating Characteristic (OC) curve, With the
increase in the AQL(Acceptable Quality Level)
the probability of acceptance

• A. Increases
• B. Decreases
• C. Remain Constant
• D. Can’t be determined.
• In Operating Characteristic (OC) curve, With the
increase in the AQL(Acceptable Quality Level)
the probability of acceptance

• A. Increases
• B. Decreases
• C. Remain Constant
• D. Can’t be determined.
• Who is known as father of Statistical Quality Control?

• Joseph Moses Juran

• W. Edward Deming
• Walter Andrew Shewhart
• Kaoru Ishikawa
• The Process Capability index Cpk or Cp value
less than 1 represent

A. Process is just capable to meet specification

B. Process is sufficiently capable to meet specification
C. C. Process is not capable to meet specification
D. D. None of above
• The Process Capability index Cpk or Cp value
greater than 2 represent

A. Process is just capable to meet specification

B. Process is sufficiently capable to meet specification
C. C. Process is not capable to meet specification
D. D. None of above
• The cost associated with NOT producing
quality products or services is called

a) Cost of Quality
b) Cost of Poor Quality Product
c) Cost of Mistake
d) Cost of Poor Quality Service
• Fish bone diagram is also known as?

a. Cause and effect chart

b. Ishikawa diagram
c. Both a. and b.
d. None of the above
• Which of the following does not belong
to Prevention Costs?

a) Design support activities

b) Product design qualification test
c) Service design qualification
d) Downgraded end-product or service
• Which of the following does not belong to
External Failure Costs?

a) Complaint investigations
b) Warranty claims
c) Liability costs
d) Supplier quality planning
• Training program to educate workers to
improve Quality would be an example of:

• (a) Prevention Cost

• (b) Appraisal Cost
• (c) Failure Cost
• (d) All of the above
• A team wants to illustrate which defect types
are occurring most frequently. The quality tool
they would use:

A. Ishikawa Diagram
B. Flow Chart
C. Histogram
D. 5W2H
• Two variables, x and y, are related. Variable x
increases or decreases with y. Which of the
following tools could best be used to graphically
show this relationship?

A. Flow Chart
B. Histogram
C. 5W2H
D. Scatter Plot
• __ is central point to the philosophy
of continuous improvement:

A. Management involvement
B. Employee involvement
C. Organization’s operations
D. Environmental analysis
• Which of these is NOT a method for
generating Quality Improvement ideas:

• (a) Quality Circles

• (b) Brainstorming
• (c) 5W2H
• (d) Acceptance Sampling
• Types of FMEA are

A. AFMEA & BFMEA

B. DFMEA & PFMEA
C. CFMEA & DFMEA
D. PFMEA & QFMEA
• A particular product has been given the following
rankings for calculating RPN while preparing FMEA
chart, S=5, O=2, D=2 (S= Severity, O= probability of
occurrence, and D= detection). What is the value
of RPN (Risk Priority Number)?

a) 20
b) 10
c) 40
d) 2
• According to common industry scale, what does
severity ranking (S) 1 indicate in FMEA
framework?

a) Very serious effect

b) No effect
c) Sometimes serious effect
d) The value doesn’t exist
• According to common industry scale, what
does occurrence ranking (O) 10 indicate in
FMEA framework?

a) Not likely
b) Highly likely
c) Almost Certain to happen
d) The value doesn’t exist
• What is the appropriate action when the RPN for
a failure on a Process FMEA exceeds the
threshold?

a) Mitigate the failure by changing the

development process to add more verification
testing
b) Mitigate the failure by redesigning the product
or process
c) Mitigate the failure by changing the
product requirements
d) None of above
• Performance’ and ‘aesthetics’ in the House of
Quality fall under the category of _

a) Technical descriptors
b) Customer requirements
c) Relationship matrix
d) Competitor Analysis
• The task of choosing between steel, aluminum,
and titanium for a product in a House of Quality
falls under the purview of

a) Technical descriptors
b) Customer requirements
c) Relationship matrix
d) Benchmarking
• Which of these is not a ‘Taguchi’ contribution:

• (a) Quality Loss Functions

• (b) Orthogonal Arrays
• (c) Signal-to-Noise Ratio
• (d) Fishbone Diagram
• The quality loss function is given by L(x) = k(x-N)2.
What does ‘k’ stand for?

a) Tolerance
b) Quality loss coefficient
c) Nominal value of given product
d) Quality characteristic of selected product
• Which among the following is the correct formula
for evaluating the quality loss coefficient ‘k’?

a) k=c+d
b) k=c/d
c) k=c/d2
d) k=c-d
• State which of the two statements is correct
• Traditional approach of quality control focuses on
specification limits and Taguchi’s approach focuses on target
value.
• Taguchi defines Quality as “the loss imparted by the product
to society from the time the product is shipped”.

• Both (I) and (II) are correct

• Only I
• Only II
• Both (I) and (II) are incorrect
• State which of the two statements is correct
• The objective of the Design of Experiment approach is to
determine the value of design parameters that makes
the variation resistant system performance.
• Taguchi suggest that instead of identifying the factors
causing Noise and reducing them, it is better to build
the design robust such that the noise cannot affect the
system.

• Both (I) and (II) are correct

• Only I
• Only II
• Both (I) and (II) are incorrect
• State which of the two statements is correct
• Customer Satisfaction is the measure of Quality.
• According to Kano model of customer satisfaction the
presence of Basic Features or Must-Be attributes does
not result a significant increase in customer satisfaction.

• Both (I) and (II) are correct

• Only I
• Only II
• Both (I) and (II) are incorrect
Questions?