NMIMS Global Access

School for Continuing Education (NGA-SCE)

Course: Total Quality Management
Internal Assignment Applicable for December 2023 Examination

Question 1.

Maxx Industry is in the process of implementing TQM across the entire

organization. You are asked to make a presentation to the senior managers on the aspects
of TQM and points to consider while implementing. Discuss your presentation.

Answer 1.
Title: Total Quality Management (TQM) Implementation at Maxx Industry: A Roadmap to
Excellence

Slide 1: Introduction

Brief overview of Total Quality Management (TQM)

Importance of TQM in enhancing organizational performance and customer satisfaction

Slide 2: Key Principles of TQM

Customer Focus
Understanding customer needs and expectations
Continuous improvement based on customer feedback

Leadership Involvement
The role of senior management in championing TQM
Leading by example and setting a culture of quality

Employee Involvement
Empowering employees to contribute to quality improvement
Establishing cross-functional teams for collaboration

Process Improvement
Identifying and improving key processes
Implementing systematic problem-solving methodologies (e.g., Six Sigma)

Slide 3: Implementation Framework

Establish a Clear Vision and Mission

Aligning TQM goals with the overall organizational vision
Defining a mission statement that emphasizes quality excellence

Leadership Commitment
Communicating the importance of TQM to all levels of the organization
Allocating resources and support for TQM initiatives

Training and Development

Providing TQM training for employees at all levels
Ensuring that employees have the necessary skills to contribute to quality improvement

Slide 4: Measurement and Feedback

Key Performance Indicators (KPIs)

Identifying and tracking KPIs relevant to quality objectives
 Regularly reviewing performance data to assess progress

Customer Feedback
Implementing mechanisms for collecting and analyzing customer feedback
Using customer input to drive continuous improvement

Slide 5: Continuous Improvement

PDCA Cycle (Plan-Do-Check-Act)

Implementing a systematic approach to continuous improvement
Encouraging a culture of innovation and learning from mistakes

Benchmarking
Comparing performance with industry best practices
Incorporating successful strategies from other organizations

Slide 6: Quality Tools and Techniques

Fishbone Diagrams
Identifying and categorizing potential causes of problems
Facilitating root cause analysis

Pareto Analysis
Prioritizing issues based on their impact on quality
Focusing efforts on addressing the most significant issues

Slide 7: Employee Recognition and Reward

Acknowledging and rewarding employees for their contributions to quality improvement

Linking performance evaluations to TQM goals to reinforce commitment

Slide 8: Challenges and Solutions

Resistance to Change
Strategies for overcoming resistance at all organizational levels
Communicating the benefits of TQM to create a positive mindset

Resource Allocation
Ensuring that adequate resources are allocated for TQM initiatives
Demonstrating the long-term return on investment in quality improvement

Slide 9: Case Studies and Best Practices

Highlighting successful TQM implementations in similar industries

Extracting lessons and insights from organizations that have achieved excellence through TQM

Slide 10: Next Steps and Action Plan

Outlining the phased approach to TQM implementation at Maxx Industry

Assigning responsibilities and timelines for key activities

Slide 11: Q&A

Opening the floor for questions and discussions with senior managers
Encouraging feedback and suggestions for refining the TQM implementation plan.
Closing Note:
Emphasize the collaborative nature of TQM and the shared responsibility of all employees in
achieving and sustaining quality excellence. Express gratitude for the commitment and dedication of
the senior management team in driving this transformative journey toward Total Quality Management.

Question 2.
What would be your advice to a design team on quality management techniques that
may support in removing defects in products at design phase or the production phase?

Answer 2

Quality management is crucial in ensuring the production of high-quality products with minimal
defects. Here are some advice and techniques that a design team can consider to remove defects in
products at both the design and production phases:

Design Phase:

Clear Requirements Definition:

Clearly define and document the requirements before starting the design process. Ambiguous or
unclear requirements can lead to misunderstandings and errors.

Risk Analysis and Mitigation:

Conduct a thorough risk analysis to identify potential issues early in the design process. Develop
mitigation plans for high-risk areas to prevent defects.

Prototyping:
Use prototyping to create a preliminary version of the product. This helps in identifying design
flaws and potential defects before full-scale production.

Design Reviews:
Conduct regular design reviews with team members to get multiple perspectives on the design.
Encourage open communication and constructive feedback.

Use of Design Tools and Software:

Utilize advanced design tools and software that can simulate and analyze the behavior of the
product under different conditions. This can help identify and rectify potential issues.

Standardization:
Follow industry standards and best practices in the design process. Standardization helps in
reducing variability and ensures that the design meets established criteria.

Production Phase:

Quality Control Systems:

Implement a robust quality control system in the production process. This includes inspection,
testing, and monitoring at various stages to catch defects early.

Employee Training:
Ensure that production staff is adequately trained in the use of equipment and processes. Well-
trained employees are less likely to make errors that could result in defects.

Statistical Process Control (SPC):

Use statistical process control techniques to monitor and control the production process. This
involves analyzing process data to ensure it stays within specified limits.

Root Cause Analysis:

 When defects are identified, conduct thorough root cause analysis to understand the underlying
issues. This helps in implementing corrective actions to prevent similar defects in the future.

Continuous Improvement:
Foster a culture of continuous improvement. Encourage the team to regularly review and refine
processes to identify opportunities for enhancing efficiency and reducing defects.

Supplier Quality Management:

Establish strong relationships with suppliers and implement quality management practices
throughout the supply chain. This ensures that components and materials meet quality standards.

Automated Testing:
Implement automated testing processes wherever possible to ensure consistent and thorough
testing of products. This can help catch defects that may be overlooked in manual testing.

Feedback Loops:
Establish feedback loops between the design and production teams. This facilitates
communication and allows for quick resolution of issues that may arise during production.

By integrating these techniques into the design and production phases, a design team can enhance the
overall quality of their products and reduce the likelihood of defects. Regularly reassessing and
refining these processes based on feedback and data analysis is key to continuous improvement.

Question 3.

Below is data collected for the percentage of defective from a process (n=100).

Sample 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

p .04 .02 .05 .03 .06 .04 .03 .07 .01 .02 .03 .02 .02 .08 .03

a. Find all control limits for this process.

b. Discuss two types of control charts you will use for attributes data.

Answer 3.

To find control limits for a process using p-chart (for attributes data), you can follow these steps:
a. Control Limits for p-chart:

Calculate the overall proportion defective (p̄):

pˉ=∑pinpˉ=n∑pi
where ∑pi∑pi is the sum of all individual sample proportions, and nn is the number of samples.

Using the given data:

pˉ=0.04+0.02+0.05+0.03+0.06+0.04+0.03+0.07+0.01+0.02+0.03+0.02+0.02+0.08+0.0315=0.04pˉ
=150.04+0.02+0.05+0.03+0.06+0.04+0.03+0.07+0.01+0.02+0.03+0.02+0.02+0.08+0.03=0.04

Calculate the overall standard deviation of the sample proportions (σp):

σp=pˉ(1−pˉ)nσp=npˉ(1−pˉ)

where pˉpˉ is the overall proportion defective, and nn is the number of samples.
σp=0.04(1−0.04)15σp=150.04(1−0.04)

Calculate the control limits:

Upper Control Limit (UCL): pˉ+3σppˉ+3σp
Lower Control Limit (LCL): pˉ−3σppˉ−3σp

b. Types of Control Charts for Attributes Data:

p-chart:
Use Case: The p-chart is suitable for monitoring the proportion or fraction of defective items in a
process. It is appropriate when the sample size is constant.
Advantages: It is easy to understand and interpret. It helps in detecting changes in the process
over time.

c-chart:
Use Case: The c-chart is used when the number of defects per unit can vary, and the sample size
can vary from subgroup to subgroup.
Advantages: It is applicable when the sample size is not constant, providing a way to control the
process based on the number of defects rather than the proportion defective.

Both p-chart and c-chart are part of Statistical Process Control (SPC) and are effective tools for
monitoring and controlling processes. The choice between them depends on the nature of the data and
the characteristics of the process being monitored.