TQM TERMINAL EXAM

SUBMITTED BY ABDUL MUBEEN

REG# SP19-MBE-OO2
SUBMITTED TO BILAL MIAN SB
DATE 07-06-2020
Question no 01.
Quality is conformance to requirements

This is not a quality to spend money unnecessarily on processes

quality not a cost increasing process it is the process in which we conform our product
with requirement.
It increase customer retention towards your product
Customer loyalty
And its smooth the company’s processes
 Tools to manage quality

• It does not mean you always spend money on improving quality it is continuous
process and adopt some which has no cost in money type
• Kaizen
• Lean management
• PDCA CYCLE
• 5S
• Error proofing
• Key performance indicators
• Jit
 Cost of quality

Being a manager its my duty to save money and understand where the company Darin his
money unnecessarily
Conformance Cost
• Prevention and Appraisal
Non-Conformance Cost
• Internal and External Failures
Total Cost of Quality
• Conformance and Non-conformance
 Quality Save the money not draining

• So being there different types cost which we bear when we not focus on quality
which is some of them counter with the help of some loan management tools
• There are different 25 lean tools which we can use in different quality
• And also focus on quality assurance not on quality control
 Kano model questionnaire for the room air cooler
Question no 2
if the room air cooler has remote control option

a) I like it that way

b) it must be that way
c) I am neutral
d) I can live with it that way
e) I dislike it that way

1. If the room cooler has no remote control option

a) I like it that way

b) it must be that way
c) I am neutral
d) I can live with it that way
e) I dislike it that way
 Kano model questionnaire for the room air cooler
2. If in the room cooler have stereo speaker option

a) I like it that way

b) it must be that way
c) I am neutral
d) I can live with it that way
e) I dislike it that way
2. If the room cooler have no stereo speaker option
f) I like it that way
g) it must be that way
h) I am neutral
i) I can live with it that way
j) I dislike it that way
 Kano model questionnaire for the room air cooler
3. If the room air cooler have efficient style body
I like it that way
a) it must be that way
b) I am neutral
c) I can live with it that way
d) I dislike it that way

3. If the room air cooler have not efficient style body

I like it that way

e) it must be that way
f) I am neutral
g) I can live with it that way
h) I dislike it that way
 Kano model questionnaire for the room air cooler
4. If the room air cooler have wifi option
a) I like it that way
b) it must be that way
c) I am neutral
d) I can live with it that way
e) I dislike it that way

4. If in the room air cooler have not wifi option

f) I like it that way
g) it must be that way
h) I am neutral
i) I can live with it that way
j) I dislike it that way
 Kano model questionnaire for the room air cooler
5. If in the room air cooler has energy storage option then running in power failure
situation
a) I like it that way
b) it must be that way
c) I am neutral
d) I can live with it that way
e) I dislike it that way
If in the room air cooler has not energy storage option then running in power failure
situation
f) I like it that way
g) it must be that way
h) I am neutral
i) I can live with it that way
j) I dislike it that way
 Sales pitch for new un-box cell phone
Question no 04
Today’s sales landscape is more competitive than ever. Your prospects are inundated with more
information and content than ever before. New processes and technologies are helping to
solve these challenges—digital content, social selling, and inbound marketing make sure that
your leads are qualified before they land in your lap.
. Customer to sale person about for new cell phone
Customer. hi
Sales person .hi how can I help u
Customer. i need a cell phone
Salesperson .what is your range of cell phone
Customer. 25 to 30 thousands
Salesperson .which companies cell do u most like or used earlier
Customer .i used already nokia and infinix phone
Sales person. we have Samsung and Motorola cell phones these are most likes now a time in the
world .
Customer .my demand is that the cell phone was to handle and easy features to understand and
easy use for mails and good in security according my demand.
 Fit in according the dimensions of quality

Performance
Samsung galaxy have a good resolution in displaying the picture super touch screen, good colors
and containing gorilla glass.octa chipset was also added in that’s helps for marinating good
speed.
Features
Samsung have fingerprint sensor security system that’s way the the security was in no doubt. these
smart phones was also fast charging feature that's way didn’t need long time wait.
Reliability
based on the user view in old mobile phones of Samsung some time was hanged some of user
complained about battery. because some customers says they need to charge many times in a
day.
Conformance
Samsung have a good design that easily fit in human hand, but because the material of glass it
makes more slippery then the other phone their material is plastic.
 Fit in according the dimensions of quality

Durability
Samsung will survive 5 to 7 years ago ahead ,because now the technologies are very fast in some
models this cell didn’t have in waterproof and dustproof but in new models this mobile phone
was coming in waterproof and dust proof.
Serviceability
Samsung galaxy have branch service centers that can find in almost every city.
Aesthetics
The Samsung phones are very well in asethetics,because Samsung phone style is very elegant with
glass material and elegant design.
Perceived quality
The Samsung company produce the phones then the customers are perceived this product with
high quality.
 Quick comparison with competitors
Dimension Samsung Infinix Motorola
Performance Good resolution Good resolution bad Average
Good colors colors scheme

Features Fingerprint security fast Finger print security Sensor security long time
charging option Long time taking in taking for charging
charging

Reliability Battery complaint Battery was good In good battery life

Conformance Easy fit in human hand Big size In both good and small
sizes

Durability Market leader No market average

Serviceability In every city In some how Average

Perceived quality good name in market average average

Aesthetics Elegant design Some how good average

 7 types of wastes of real life

Question no 05.
Water wastage
Water wastage in houses and industries are are at dangerous level if the wastage of water in not
controlled in coming years we face big trouble in shape of less availability of water. In the
survey if one industry of milk or juice packaging company produce 2 lack litter production
then the wastage of water is double this is a dangerous sign for us .
 Paper wastage
2. Paper wastage
paper wastage in daily life was at in very big level food packaging companies used
paper for packing their food on daily basis and the paper was made n=by the pulp of trees
.that way the paper and also trees wastage see in our daily life this ias a dangerous sign for
the environment
 Plastic wastage
3. Plastic wastage
Every thing was available in market in plastic packing and this is a harmful for health
of people and also environment.
 Energy wastage
4. Energy wastage
energy wastage we see in every day of life in houses and outside the houses for example
use of light in sun light in not well. energy wastage also harmful for environment.
 Food wastage
5.food wastage.
food wastage is a very big problem in every where peoples don’t care when they waste the
food . On the occasion of marriage and functions the peoples water the food in very big
quantity that is a dangers sign for everyone.
 Time wastage
6.Time wastage
time wastage is also a very common and big problem every where in the world peoples
are waste their time in different prospects those are not good for them for example browsing
on internet without any need and many more
 Chemical wastage
7.Chemical wastage
chemical wastage in industries are in very big amount that’s why the chemical
harmful for the peoples and also water where they mix up in the water .