PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY

BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021

SOBIA KHURRAM
BSPA FINAL YEAR MORNING
ROLL:57
COURSE: TOTAL QUALITY MANAGEMENT.

QUESTION: 01
MCQS

1. (a) Total quality management.

2. (b) workflow
3. (c) both (a) and (b)
4. (a) customer satisfaction
5. (c) both (a) and (b)
6. (a) Top level management
7. (d) all of the above
8. (a) customers
9. (a) due to management
10. (b) customer needs
11. (a) A-3, B-1, C-2, D-4.
12. (b) Training and development
13. (a) customer needs
14. (a) goods.
QUESTION:02
Data Handling is the way to maintain data in a database system. It involved extraction and
transformation of data from one media to another. Data handling is the process of ensuring
that research data is stored, archived or disposed of in a safe and secure manner during and
after the conclusion of a research project. This includes the development of policies and
procedures to manage data handled electronically as well as through non electronic means.

The process of ETL plays a key role in data integration strategies. ETL stands for “extract,
transform, and load.” ETL allows businesses to gather data from multiple sources and
consolidate it into a single, centralized location. ETL also makes it possible for different
types of data to work together. It includes following steps,
Data extractions: Before data can be moved to a new destination, it must first be extracted
from its source. Raw data can be extracted from a wide range of sources
Transformation: The process of data transformation is comprised of several sub-processes:
Cleansing
Standardization
Deduplication
 PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY
BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021

Verification
Sorting
Loading: The final step in the ETL process is to load the newly transformed data into a new
destination.
QUESTION:03
PRINCIPLES OF KAIZEN:
Following are the 10 fundamental principles of Kaizen
i. Say no to status quo, implement new methods and assume they will work.
ii. If something is wrong, correct it.
iii. Accept no excuses and make things happen.
iv. Improve everything continuously.
v. Abolish old and traditional concepts.
vi. Be economical. Save money through small improvements and spend the save money
on further improvements.
vii. Empower everyone to take part in problems solving.
viii. Before making decisions, ask ‘why’ 5 times, to get to the root cause.
ix. Get information and opinion from multiple people.
x. Remember that improvement has no limits. Never stop trying to improve.

QUESTION:04
QUALITY

DEFINITION

Quality is excellence that is better than a minimum standard. It is conformance to standards

and ‘fitness of purpose’

ISO 9000:2000 definition of quality is it is the degree to which a set of inherent

characteristics fulfills requirements. Quality is the ‘fitness for use’ of the product according
to Joseph Juran

TOTAL QUALITY MANAGEMENT:

DEFINITION

Total quality management is an enhancement to the traditional way of doing business it has
three main pillars that are.

• Total: Made up of the whole (or) complete.

 PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY
BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021

• Quality: Degree of excellence of a product or service provides to the customer in

present or future.
• Management: Act, art, or manner if handling, controlling, directing, etc.

Major Characteristics
The essential characteristics of an effective TQM system are
i. Committed management
ii. Adopting and communicating about the total quality management
iii. Closer customer relations
iv. Closer provider relations
v. Benchmarking
vi. Increased training
vii. Open organization
viii. Employee empowerment
ix. Flexible production
x. Process improvements
xi. Process measuring
QUESTION:05
Quality in Services:
Service has been defined as “a social act which takes place in direct contact between the
customer and representative of the service company”. A service might be as simple as
handling a complaint or as complex as a home mortgage. Many organizations are pure
service businesses; their products are intangible. Examples would include a law firm, whose
product is legal advice, and a health care facility, whose product is comfort and better
health. Service organizations include all non-manufacturing organizations except such as
industries as agriculture, mining, and construction.
Service quality includes both the quality of core services and facilitating services. For
example, all banks provide checking account services. A checking account is a core service
product and all banks can be expected to provide accurate account statements. In addition,
many banks provide such services as automated teller service, rapid cleaning of check
deposits, and 24-hour telephone access to account information. These represent facilitating
services. They enhance the value of the core service to the customer. Facilitating services
are also provided by businesses that produce tangible goods, and their value to customers
may even exceed the value of the firm’s core products.
At Shiny Hill Farms, quality assurance monitors all operations from the killing of hogs
through packaging. QA personnel inspect incoming animals, work with USDA inspectors, and
 PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY
BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021

monitor cooking temperatures. They check scales daily to ensure they are providing correct
weights. If products fall outside specifications, it is the responsibility of QA personnel to
notify operators that changes need to be made to bring quality up to standard. Many QA
personnel monitor weights of packaged boxes continuously to ensure that they conform to
weight specifications. They open boxes and weigh the packages as well as checking them for
defects such as rips, leaks, and pinholes. Weights of packages near the bottom, middle and
top of each skid (pallet) are inspected. If these packages conform to weight specifications,
then the entire skid is accepted and sent to the warehouse. QA personnel analyses graphs of
yields and packaging waste weekly.
QUESTION:06
For X Chart:

Sampling Samples Σx x R
no.
1 20 25 28 22 95 23.75 8

2 18 20 22 25 85 21.25 7
3 26 24 28 20 98 24.5 8
4 22 26 28 18 94 23.5 10
5 20 25 24 26 95 23.75 6

6 16 28 22 20 86 21.5 12
Total 553 138.25 51

R =ΣR/n
R =51/6
R =8.5
Control Limit = x =x/n
=138.25/6
=23.04
Upper Control Limit = x + A2x R
Upper Control Limit 23.04 + (0.577 x 8.5)
Upper Control Limit = 27.94
Lower Control Limit = x – A2 x R
Lower Control Limit 23.04 - (0.577 x 8.5)
Lower Control Limit 18.1355
 PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY
BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021
 PUBLIC ADMINISTRATION ,KARACHI UNIVERSITY
BUSINESS SCHOOL
TQM, Semester: FALL2020
MARKS:40
FACULTY: SHEIKH ABDUL QADIR 6 February 2021