Cork Institute of Technology Higher Certificate in Science in Good Manufacturing Practice & Technology (ACCS) - Award January 2007

Total Quality Management (Time: 2.5 Hours)

Instructions Answer FIVE questions. All questions carry equal marks. Examiner: Mr. S. McGee Dr. B. McCarra

Question 1 (20 marks) (a) Explain the differences between: i) Strategic planning and Operational planning ii) Pull versus Push production systems.
marks)

(2 marks) (2 (2 marks)

iii) Lean Manufacturing versus Six Sigma. (b)

Explain the difference between conventional management versus Total Quality Management, by making reference to an organisations approach to: (4 marks) (i) its customers (4 marks) (ii) its suppliers (4 marks) (iii) its employees What are the six input categories (i.e. 6Ms) commonly used in cause and effect diagrams?
(2 marks)

(c)

Question 2 (20 marks) (a) (b) Explain Maslows hierarchy of needs.

( 4 marks)

The company you work for wishes to ensure its employees are well motivated. Suggest and explain four approaches that the company could take to help motivate employees.
(8 marks)

(c)

For each approach suggested, identify and explain if the approach aligns with, or is at (8 marks) variance with either Maslows, Hertzbergs or McGregors theories.

Question 3 (20 marks) The medical device company in which you work is introducing a new product. As team leader in the manufacturing area, you have been asked to confirm that a new machine just recently installed by an outside supplier is acceptable to manufacturing. The machine itself manufactures valves, the critical parameter being the timing of opening. The opening time specification is between 10 and 20 seconds. The installation company ran testing over a period of a day and recorded the following readings: 12, 11, 16, 18, 19, 16, 14, 12, 18, 16 seconds Based on the above, the installation company, has declared the machine to be perfect. a) By making reference to Six Sigma and Process Capability analysis, what is you opinion on the acceptability of the new machine. (Please show all calculations).
(12 marks)

b) In this example, the medical device company provided a specification requirement of 10 to 20 seconds for the valve opening time for the supplier. Is there a better specification that could be (8 marks) provided? Please suggest and explain.

Question 4 (20 marks) (a) (b) Define Total Quality Management.

(2 marks)

You have been asked to support the implementation of TQM in your organisation:
(8 marks) i) Please describe four ways to help achieve a successful implementation ii) Please describe four potential setbacks common in TQM implementation (8 marks)

(c)

Briefly explain the Deming cycle.

(2 marks)

Question 5 (20 marks) (a) (b) Define Culture.

(2 marks)

Explain Deal and Kennedys Culture types and give an example of an organisation type expected to exhibit each of the culture types.
(10 marks)

(c)

Describe four ways an organisation can encourage a particular organisational culture.

(8 marks)

Question 6 (20 marks) (a) (b) (c) List and briefly explain the four stages of team development Explain two of Belbins roles for effective teams.
(4 marks)

(4 marks)

To build and effective team there are contextual and internal considerations. Please (6 marks) describe three of the contextual and three of the internal considerations. Explain what you understand by the three processes involved in Listening, namely, Understanding, Accepting, Valuing.
(6 marks)

(d)