TQM 2 MARKS ANSWERS

1. Definition of Quality in Manufacturing

This means you must produce products that meet or
exceed your customers' needs and wants. Quality also
includes features like durability, reliability, and
aesthetic appeal.
Definition of service in manufacturing
Quality customer service involves providing efficient,
quick, and friendly service to customers as well as
building strong relationships with them. It also entails
responding to customers' issues in time and handling
any complaints swiftly.

2. What is cost competitive advantage

A company has a cost advantage when it can produce
a product or provide a service at a lower cost than its
competitors. Companies with this advantage produce
in higher quantities and benefit from one or more of
the following elements: Access to low-cost raw
materials.

3. Describe the indicators should be used in when

measuring customer satisfaction
The Customer Satisfaction Score (CSAT) is a key
performance indicator of customer satisfaction. The
goal of the CSAT is to determine how satisfied
customers are with the services, goods, business, or
customer service team. Customers are asked about
their level of happiness regarding one or more aspects
of the business.
4. How quality culture is assessed in
Organizations?
Metrics that could potentially be used to measure a
healthy quality culture include a small employee
turnover, deviations that identify a root cause
other than human error, and pride in the
performance of their jobs. The metrics chosen
must be meaningful and written to provide a clear
analysis of ongoing activities.

5. State the different types of ‘Control charts’?

ProDiver control charts fall into one of two categories:
variable or attribute. Variable control charts plot
measurable process data in a time-ordered sequence.
Attribute control charts plot data that is counted
instead of being measured.

6. What are the benefits of constructing ‘Check

sheets’.
It is a handy tool for both qualitative and quantitative
data gathering and analysis. Check sheets help to
systematically collect and organize data and are useful
in all phases of the Lean Six Sigma DMAIC (define,
measure, analyze, improve and control) framework.

7. What are the advantages of ‘Benchmarking’?

Keep improving internal operations.
 Understand what's working and what isn't.
Adopt or improve upon competitors' practices.
Reduce costs by increasing efficiency.
Focus on practices and offerings that promote
customer satisfaction and loyalty.

8. State the significance of an R-chart.

An R-chart is a type of control chart used to monitor
the process variability (as the range) when measuring
small subgroups (n ≤ 10) at regular intervals from a
process. Each point on the chart represents the value
of a subgroup range. The center line for each
subgroup is the expected value of the range statistic.

9. What are the characteristics of Six Sigma?

● Improving Processes.
● Lowering Defects.
● Reducing process variability.
● Reducing costs.
● Increasing customer satisfaction.
● Increased profits.

10. What is a Six Sigma diagram?

Project teams use a Six Sigma flowchart to provide a
visual representation of the steps, inputs and outputs,
events and individual operations that make up a
process. By expressing the details of an operation in a
graphic way, it makes it easier for project teams to
find ways to make process improvements.

11. What is the relationship between ‘quality’ and

‘price’?
Price quality relationship refers to the price that
exactly matches the quality of the product or service.
In the marketplace, the price is viewed as the payment
for the quality of a product. A marketplace offers a
bundle of features of valuable products or services.

12. What is meant by ‘quality cost’?

Cost of quality (COQ) is defined as a methodology that
allows an organization to determine the extent to
which its resources are used for activities that prevent
poor quality, that appraise the quality of the
organization's products or services, and that result
from internal and external failures.

13. How do we consider Cross functional teams in

Organizations?
A cross-functional team is a group of people with a
variety of expertise who come together to achieve a
common goal. It typically includes employees from all
levels of an organization.
14. What is the role of Quality control Leaders in
Organizations?
The quality control leader has responsibility for
implementing, monitoring and, when necessary,
amending the firm's quality control system. Most firms
assign responsibility for quality control to the same
person who is responsible for the firm's risk
management framework.

15. What are ‘Discrete and variable data’

considered in ‘Control charts’?
Continuous data exhibits two charts, and discrete data
exhibits a single chart. If the process is in control, it
does not mean it's stable, it just means it is consistent.
Variable control charts are more sensitive to changes
as compared to attribute control charts.

16. What are Affinity diagrams?

The affinity diagram organizes a large number of ideas
into their natural relationships. It is the organized
output from a brainstorming session. Use it to
generate, organize, and consolidate information
related to a product, process, complex issue, or
problem.

17. Why do we need a Quality system?

Its purpose is to ensure that, every time a process is
performed, the same information, methods, skills and
 controls are used and applied in a consistent manner.
Ultimately, this helps to ensure customer satisfaction.

18. What is the significance of a c-chart?

A c-chart is an attributes control chart used with data
collected in subgroups that are the same size.
C-charts show how the process, measured by the
number of nonconformities per item or group of items,
changes over time. Nonconformities are defects or
occurrences found in the sampled subgroup.

19. What is the Six Sigma formula?

The most important equation of Six Sigma is Y = f(x)
where Y is the effect and x are the causes so if you
remove the causes you remove the effect of the defect.

20. What are the benefits of Six Sigma?

● You will decrease waste.
● You will increase efficiency.
● You will reduce errors.
● You will reduce your company's legal risk.
● You can apply it to any industry.
● You will make more money.

21. What is the relationship between ‘quality’ and

‘performance’?
 Quality improvements focus on impacting the quality
of healthcare directly. Performance improvements
focus on the administrative systems performance.
Both can be prospective or retrospective and aim at
improving how things are done.

22. How ‘continuous improvement’ is achieved in

organizations?
Employee training, skills development, cross-training
programs, educational benefits, and courses can all be
seen as examples of continuous improvement. Most
employees will come into a job with a particular set of
skills and competencies and develop some more in
their day-to-day work.

23. What are the functions of a ‘quality manager’?

A Quality Manager is responsible for implementing
and executing inspection, testing, and evaluation
methods to ensure that products adhere closely to
company standards.

24. What is meant by ‘Organizational culture’?

Organizational culture is generally understood as all of
a company's beliefs, values and attitudes, and how
these influence the behavior of its employees. Culture
affects how people experience an organization—that
is, what it's like for a customer to buy from a company
or a supplier to work with it.
25. What is Acceptance sampling?
Acceptance sampling is a quality control procedure,
which uses the inspection of small samples instead of
100 percent inspection in making the decision to
accept or reject much larger quantities, called a lot.
26. What are Matrix and Tree diagrams?
A matrix diagram is defined as a new management
planning tool used for analyzing and displaying the
relationship between data sets. The matrix diagram
shows the relationship between two, three, or four
groups of information.
A tree diagram is a new management planning tool
that depicts the hierarchy of tasks and subtasks
needed to complete an objective. The tree diagram
starts with one item that branches into two or more,
each of which branches into two or more, and so on.

27. What is a ‘quality manual’?

The quality manual is a document that describes the
quality management system of an organization (ISO
15189). Its purpose is to: • clearly communicate
information • serve as a framework for meeting quality
system requirements • convey managerial
commitment to the quality system.

28. What is the use of ISO 14000 standard?

ISO 14000 is a series of environmental management
standards developed and published by the
International Organization for Standardization ( ISO )
for organizations. The ISO 14000 standards provide a
guideline or framework for organizations that need to
systematize and improve their environmental
management efforts.

29. What are the 3 basics of statistical process

control?
The three essential components of a statistical
process control chart include a central line (CL) for the
average, an upper control line (UCL) for the upper
control unit and a lower control line (LCL) for the lower
control unit.

30. What are the key concepts of Six Sigma?

Critical to Quality − Attributes most important to the
customer.
Defect − Failing to deliver what the customer wants.
Process Capability − What your process can
deliver. Variation − What the customer sees and
feels.

31. State the basic concepts of ‘TQM’.

TQM can be summarized as a management system for
a customer-focused organization that involves all
employees in continual improvement. It uses strategy,
data, and effective communications to integrate the
quality discipline into the culture and activities of the
organization.

32. What are typical ‘Cost bases’?

For stocks or bonds, the cost basis is generally the
price you paid to purchase the securities, including
purchases made by reinvestment of dividends or
capital gains distributions, plus other costs such as
the commission or other fees you may have paid to
complete the transaction.

33. What are ‘Customer Supplier Partnerships’?

Customer-Supplier Partnership: An extended
relationship between buyers and sellers based on
confidence, credibility and mutual benefit. -- Council of
Supply Chain Management Professionals.

34. What are ‘Quality objectives’?

Quality objectives are measurable goals related to the
value of a company's products, services and
processes. These come from the International
Organization for Standardization (ISO ) quality
management systems, which is a set of guidelines to
help organizations meet their customers' needs and
requirements.

35. What are’ Histograms & bar charts’ in ‘Quality

control’?
 A histogram shows us the frequency distribution of
continuous variables. In contrast, a bar graph refers to
a diagrammatic comparison of discrete variables. The
histogram represents numerical data whereas the bar
graph represents categorical data.

36. What is meant by ‘Stratification diagram?.

When plotting or graphing the collected data on a
scatter diagram, control chart, histogram, or other
analysis tool, use different marks or colors to
distinguish data from various sources. Data that are
distinguished in this way are said to be "stratified."

37. What are the control charts used in ‘statistical

quality control’?
The x-bar and s-chart are quality control charts used
to monitor the mean and variation of a process based
on samples taken in a given time.

38. State the advantages of ‘Control charts’.

● Understand the variations that are always present
in processes.
● See when something is going wrong or may go wrong.
● Notice patterns within plotted points.
● Predict future performance.
● Generate new ideas for improving quality based on
your analysis.
39. Name different kinds of variations used in ‘Six
sigma’.
The two main Six Sigma methodologies are DMAIC
and DMADV. Each has its own set of recommended
procedures to be implemented for business
transformation. DMAIC is a data-driven method used
to improve existing products or services for better
customer satisfaction.

40. What are the two main’ Six Sigma techniques’?

The two main Six Sigma methodologies are DMAIC
and DMADV. Each has its own set of recommended
procedures to be implemented for business
transformation. DMAIC is a data-driven method used
to improve existing products or services for better
customer satisfaction.

41. Define the term ‘Total Quality’.

Total Quality Management (TQM) is a management
approach that seeks to provide long-term success by
providing unparalleled customer satisfaction through
the constant delivery of quality IT services.

42. What are the dimensions of ‘Quality’?

Garvin proposes eight critical dimensions or
categories of quality that can serve as a framework for
strategic analysis: Performance, features, reliability,
conformance, durability, serviceability, aesthetics,
and perceived quality.

43. Define the term ‘Quality policy’.

A Quality Policy is typically a brief statement that
aligns with an organization's purpose, mission, and
strategic direction. It provides a framework for quality
objectives and includes a commitment to meet
applicable requirements (ISO 9001, customer,
statutory, or regulatory) as well as to continually
improve.

44. State the types of measurement of ‘Customer

satisfaction’?
There are four main types of customer satisfaction
surveys: Net Promoter Score (NPS), Customer
Satisfaction Score (CSAT), Customer Effort Score
(CES), Product-Market Fit.

45. Explain the seven basic tools of’ TQM’?

These seven basic quality control tools, which
introduced by Dr. Ishikawa, are : 1) Check sheets;
2) Graphs (Trend Analysis) or Fish bone diagram; 3)
Histograms; 4) Pareto charts; 5) Cause-and-effect
diagrams; 6) Scatter diagrams; 7) Control charts.

46. What is the ‘Pareto 80-20 principle?

 The Pareto principle (also known as the 80/20 rule) is a
phenomenon that states that roughly 80% of outcomes
come from 20% of causes.
In other words, a small percentage of causes have an
outsized effect. This concept is important to understand
because it can help you identify which initiatives to
prioritize so you can make the most impact.
General examples of the Pareto principle:

● 20% of a plant contains 80% of the fruit

● 80% of a company’s profits come from 20%
of customers
● 20% of players result in 80% of points scored.

47. What are ‘Quality circles’?

Quality circles are groups of employees who regularly
meet with the aim to solve problems, improve the
quality control of products and facilitate high
standards in the workplace. The programme develops
teamwork and its voluntary nature aims to increase
confidence and job satisfaction among members.

48. What is meant by ‘Strategic management’?

Strategic management is the ongoing planning,
monitoring, analysis and assessment of all necessities
an organization needs to meet its goals and
objectives. Changes in business environments will
require organizations to constantly assess their
strategies for success.
49. How is ‘Customer Focus’ considered in TQM?
When you understand what your customer wants or
needs, you have a better chance of figuring out how to
get the right materials, people, and processes in place
to meet and exceed their expectations. To implement
this TQM principle: Research and understand your
customers' needs and expectations.

50. What are the five steps of Six Sigma quality

control?
The Six Sigma Methodology comprises five
data-driven stages — Define, Measure, Analyze,
Improve and Control (DMAIC). When fully
implemented, DMAIC standardizes an organization's
problem-solving approach and shapes how it identifies
new process solutions.