Answer TQM:

1. Define Quality: Degree of excellence a product or service provides.

2. What
-

are the dimensions of quality?

Performance Primary product characteristics such as the brightness of the picture .
Features Secondary characteristics, added features, such as remote control.
Conformance Meeting specifications or industry standards.
Reliability Consistency of performance over time, average time for the units to fail.
Durability Useful life, include repair.
Performance Primary product characteristics such as the brightness of the picture .
Features Secondary characteristics, added features, such as remote control.
Conformance Meeting specifications or industry standards.
Reliability Consistency of performance over time, average time for the units to fail.
Durability Useful life, include repair.

3. Why quality planning is needed?

On the basis of suitable methods analysis and author practical experience the
improved product quality planning methodology, which optimizes the use of
suitable methods, was processed (Plura, 2004). Product quality planning is
divided to the nine partial processes.
In quality planning, the project manager defines and codifies the standards the
project will be required to meet to be successful, and how those standards will be
achieved and confirmed. Managers consider quality planning in conjunction with
the rest of the project planning because it influences costs, scheduling and other
factors. Without strong quality planning, a project carries an increased risk that
the client won't be satisfied with the results.
4. What are the essential steps of quality planning
a. Customer needs
b. Customer positioning
c. Predict the future
d. Gap analysis
e. Closing the gap
f. Alignment
5. Implementation. Write down the Jurans quality planning.
- being a user of the product or service,
- communicating with customers through product or service satisfaction and
dissatisfaction,
- Simulation in the laboratory.
6. Define TQM & TQM frame.
- TQM is the art of managing the whole to achieve excellence.
- TQM Framework service realization activity. Feedback from internal/external
customers or interest parties provides information information to continually
improve the organizations system, product and/or service.
7. Write down the basic concepts of TQM. ( What are the elements of TQM )
TQM requires six basic concepts
- A committed and involved management to provide long-term top-to-bottom
organizational support.
- An unwavering focus on the customer, both internally and externally.
- Effective involvement and utilization of the entire work force.
- Continuous improvement of the business and production process.

Treating suppliers as partners.

Establish performance measures for the processes.

8. Define leadership. What are the principle of leadership?

-

A leader strengthens and inspires the followers to accomplish shared goals.

Principles of leadership
o Know yourself and seek self-improvement
o Be technically proficient
o Seek responsibility and take responsibility for your actions
o Make sound and timely decisions
o Set the example
o Know your people and look out for their well-being
o Keep your workers informed
o Develop a sense of responsibility in your workers
o Ensure that tasks are understood, supervised, and accomplished
o Train as a team

9. What is quality council?

The quality council includes CEO and senior managers of the functional areas
-research, manufacturing, finance, sales, marketing etc. and one coordinator and
a union representative.
10.
11.
12.
-

What are the duties of quality council?

The quality council includes CEO and senior managers of the functional areas
-research, manufacturing, finance, sales, marketing etc. and one coordinator
and a union representative.
Duties- To develop the Quality statements e.g. Vision, Mission, Quality policy
statements, Core values etc.
To develop strategic long-term plans and annual quality improvement
program.
Make a quality training program.
Monitor the costs of poor quality.
Determine the performance measures for the organization.
Always find projects that improve the processes and produce customer
satisfaction.
Establish work-group teams and measure their progress.
Establish and review the recognition and reward system for the TQM system.
What is quality statement? Gove example for each.
Vision statement a short declaration of what the organization hopes to be
tomorrow.
Mission statement a statement of purpose who we are, who are our
customers, what we do, and how we do it.
Quality policy statement is a guide for everyone in the organization, how
they should provide products and services to the customers.
Write down Demings 14 points.
Create and publish the aims and purposes of the organization
Learn the new philosophy
Understand the purpose of inspection
Stop awarding business based on price alone
Improve constantly and forever the system
Institute training
Teach and institute leadership
Drive out fear, create trust, and create a climate for innovation
Optimize the efforts of teams, groups, and staff areas
Eliminate exhortations for the work force

(A)Eliminate numerical quotas for the work force & (B)Eliminate management
by objectives
Remove barriers that rob people of pride of workmanship
Encourage education and self-improvement for everyone
Take action to accomplish the transformation

13.
What are the barriers to TQM implementation?
TQM is management philosophy that seeks to integrate all organizational
functions (marking, finance, design, engineering, production, customer etc) to
focus on meeting customer needs and organizational objectives. TQM views an
organization as a collection of processes. It maintains that organizations must
always strive to continuously improve these processes by incorporating the
knowledge and experiences of workers.
14.
-

What is the role of senior management?

All are responsible for quality improvement especially the senior management
& CEOs.
Senior management must practice MBWA.
Ensure that the teams decision is in harmony with the quality statements of
the organization.
Senior TQM leaders must read TQM literature and attend conferences to be
aware of TQM tools and methods.
Senior managers must take part in award and recognition ceremonies for
celebrating the quality successes of the organization.
Coaching others and teaching in TQM seminars.
Senior managers must liaise with internal, external and suppliers through
visits, focus groups, surveys.
They must live and communicate TQM.

15.
A. Write down the dimensions of quality with example.
B. Enumerate the duties of quality council.
16.
Explain Demings 14 points for improving quality, productivity and
competitiveness.
- (See question 12)
17.
A. What are the consumer prescriptions on quality? (See question25)
B. Explain quality planning? Is the process for identifying which quality
standards are relevant to the project and determining how to satisfy them:
Quality planning means planning how to fulfill process and product (deliverable)
quality requirements: Quality is the degree to which a set of inherent
characteristics fulfill requirement.
18.

Discuss the importance of leadership

19.
A. Discuss the importance of leadership (See question18)
B. What are the barriers for TQM implementation? (See question 13)
20.
21.
22.
-

What is role of senior management? (See question14)

Draw a TQM framework. (See attachement)
Why are customer complaints important?
Discover customer satisfaction
Discover relative priorities of quality
Compare performance with the competition
Identify customers needs
Determine opportunities for improvement

23.
What is customer satisfaction?
Customer satisfaction is not only due to national competition but also due to
worldwide competition.
24.
Distinguish between Internal and External customer?
There are two distinct types of customers- External and Internal.
An external customer: the one who use, or purchases, or influences the
sales of the product or services.
An external customer exists outside the organization and generally falls
into three categories: current, prospective, and lost customers.
An internal customer: Every function, whether it be engineering, order
processing, or production, has an internal customer-each receives a product
or service and , in exchange, provide a product or service.
Every person in a process is considered a customer of the preceding
operation
Each workers goal is to make sure that the quality meets the expectations
of the next person.
25.
-

List out the customer prescription of quality.

Performance
Feature
Service
Warranty
Price
Reputation

26.
-

Why is customer retention important?

Customer retention represents the activities that produce the necessary
customer satisfaction that creates customer loyalty, which actually improve
bottom line.
Customer satisfaction surveys, focus groups, interviews, and observations can
help determine what customer think of a product or service.
Customer retention moves customer satisfaction to the next level by
determining what is truly important to the customers and making sure that the
customer satisfaction system focuses valuable resources on things that really
matter to the customer.
Likewise, high employee retention has a significant impact on high customer
retention.
One way companies can manage customer retention is to pay attention to
their present employees and to who they are hiring

27.
What is meant by motivation?
Knowledge of motivation helps us to understand the utilization of employee
involvement to achieve process improvement.
28.
29.
-

Write down the need for empowerment? What are the benefits?
Level 1 (survival): food, clothing, and shelter, which is usually provided by job.
Level 2 (security): a safe place to work and job security, which are important
to employees
Level 3 (social): our needs to belonging.
Level 4 (esteem): pride and self-worth.
Level 5 (self-actualization): individuals must be given the opportunities to go
as far as their abilities will take them.
Why is teamwork required?
Teams work because many heads are more knowledgeable than one.

Many processes are so complex that one person cannot be knowledgeable

concerning the entire process.
The whole is greater than the sum of its members.
The interaction within team produces results that exceed the contribution of
each member.
Team members develop a rapport with each other that allow them to do a
better job.
Teams provide a vehicle for improved communication, thereby increasing the
likelihood of a successful solution.

30.
What is the role of team leader?
A team leader is someone who provides direction, instruction, and guidance to a
group of individuals, who can also be known as a team, who can also be known
as a team, for the purpose of achieving a certain goal. An effective team leader
will know her team members strengths, their weaknesses, and what motivates
them.
Roles of the team leader include, focus team on tasks on hand, coordinate team
logistics, communicate team status and provide leadership and coaching
31.
-

What are the barriers to team progress?

Insufficient training
Incompatible reward and compensation
First-line supervisor resistance
Lack of planning
Lack of management support
Access to information system
Lack of union support
Project scope too large
Project objectives are not significant
No clear measure of success
No time to do improvement work
Team is to large
Trapped in groupthink

32.
-

Write about recognition and reward.

Recognition is a form of employee motivation in which the organization
publicly acknowledges the positive contributions an individual or team has
made to the success of the organization.
Reward is something tangible such as theater tickets, dinner for two or a cash
award to promote desirable behavior.

33.
-

Write about employee involvement.

Employees make better decisions using their expert knowledge of the process.
Employees are more likely to implement and support decisions they had a part
in making.
Employees are better to spot and pinpoint areas for improvement.
Employees are better able to take immediate corrective action.
Employee involvement reduces labor/management friction by encouraging
more effective communication and cooperation.
Employee involvement increases morale by creating a feeling of belonging to
the organization.
Employees are better able to accept change because they control the work
environment.
Employees have an increased commitment to unit goals because they are
involved.

34.
-

Why is continuous improvement process required?

There must be a continual striving to improve all business and production
processes.
Quality improvement projects, such as on-time delivery, order entry efficiency,
billing error rate, customer satisfaction, cycle time, scrap reduction, and
supplier management, are good places to begin.
Technical technique such as SPC, benchmarking etc., are excellence for
problem solving.

35.
What is Jurans Trilogy?
Process improvement involves planning. it has three components: planning, control and improvement.
it is based loosely on financial processes such as budgeting (planning), expense measurement
(control), and cost reduction (improvement).
36.
Write is PDSA cycle?
The basic Plan-Do-Study-Act (PDSA) cycle was first developed by Shewhart and
modified by Deming.
37.

Write about 5S.

38.

Why is customer supplier partnership required?

39.
-

Classify the sources of supplier.

Sole sourcing: organization is forced to use only one supplier: This situation is
due to factor such as patents, technical specifications, raw material location,
only one organization producing the item, or the item being produced by
another plant or division of the organization.
Multiple sourcing: is the use of two or more suppliers for an item
o The theory of multiple sourcing is that competition will result in better
quality, lower cost, better service
o Multiple sourcing also eliminates disruption of supply due to strike or
other problems.

40.
What is performance measure?
A quantifiable indicator used to assess how well an organization or business is
achieving its desired objectives. Many business managers routinely review
various performance measure types to assess such things as results, production,
demand and operating efficiency in order to get a more objective sense of how
their business is operation and whether improvement is required.
41.
i.
ii.
iii.
iv.

Explain the following things are treated important :

Customer satisfaction
Customer complaints
Service quality
Customer retention

42.
42. A. Describe employee involvement and empowerment
43.
B. Why are performance appraisal and recognition and reward are
needed?
44.
43. A. What are the various teams? Explain.
45.
B. Explain the role and responsibility of team leader and facilitator.
46.
44. Explain :
47. i.
5S
conce
pt ii.
Kaize
n
48.
iii. Supplier selection
49.
iv. Relationship development
50.
45. Describe the Moslows need hierarchy theory and Herzbergs two
factor theory
51.
for motivation.
52.
46. List out the Seven Tools of quality.
53.
47. What is Pareto diagram?
54.
48. Draw a Cause and Effect diagram.
55.
49. Draw the sample diagrams for the following:
56.
i. Graph
57.
ii. Histogram
58. iii.
Scatter
diagram
iv. Check
sheet
59.
50. Define: Mean, Median and Mode.
60.
51. Define: Range and Standard deviation.
61.
52. What is control chart?
62.
53. What is called control chart of variables?
63.
54. What is called control chart of attributes?
64.
55. Distinguish between Defect and Defective?
65.
56. What are the new seven management tools of quality?
66.
57. Explain the seven tools of quality.
67.
58. How the pareto analysis done? Explain with example.
68.
59. Describe the control charts for variable and attributes.
69.
60. Discuss about the new seven management tools of quality.
70. 61. Find the arithmetic mean of the following runs scored
by 10 cricketers in a test match : 43, 31, 112, 4, 66, 32, 20,
7, 6.
71.
62. In the manufacturer of armatures for electric motors, inspection
results of 20 samples of each
72. having 100 unit of armatures given in the following table.
Calculate the average fraction defective and control a p chart and
comment on the process.

73.

74.

Sampl
es
NO.
OF

1
1

1
0
9

Sampl
es
NO.
OF

1
1
1
2

1
2
1
4

1
3
6

1
4
9

1
5
5

1
6
8

1
7
4

1
8
1
0

1
9
7

2
0
1
1

75. 63. In the manufacture connecting rod assembly, the no. of defective found
in the inspection of 15 sample of 50 items in each sample are given in the
following
SAMPLE table.
1
2
3
4
5
6
7
8
9
10 11 12 13 14 15
76.
NO.
77.
78.
8
7
5
4
8
7
9
21 12 10 9
8
16 15 17
NO. OF
79.
DEFECTIVE
80.
81.

82. a. Determine the trial control limits, construct the np chart and state
whether the proess is in control.
83. b. If any point goes outside the control limits, determine the
reverse control limits eliminating the point.
84. 64. In the final inspection of 20 aircrafts, the missing rivets are found in
the plane are given in the following table. Find the trial control limits and
plot the chart for c. what value of would you
85.
suggest for the subsequent period?
87. 88.
89.
90.
91.
92.
93.
94.
95.
96.
86.
1
2
3
4
5
6
7
8
9
1
AIR
98. 99.
100. 101. 102. 103. 104. 105. 106. 107.
97.
1
8
7
1
1
1
1
9
1
1
NO
2
5
4
5
0
5
6
108.
110. 111. 112. 113. 114. 115. 116. 117. 118. 119.
109.
1
1
1
1
1
1
1
1
1
2
AIR
121. 122. 123. 124. 125. 126. 127. 128. 129. 130.
120. N
1
2
2
2
1
1
1
2
2
2
O. OF
131.
132. 65. In a textile mill, the following defects are found in the inspection of
cloth from a weaving process. Find the trial control limits for chart, if the
sample size is to be considered as 20 meters for u charts.
133.S.NO
LENGTH OF CLOTHING METERS
NO. OF DEFECTS (C)
134.
1
20
12
135.
136.
2
20
14
137.
3
20
16
138.
139.
4
20
6
140.
5
20
8
141.
142.
6
20
7
143.
7
20
9
144.
145.
8
20
16
146.
9
20
20
147.
148.
10
20
20

149.

150.
151.
152.
153.
154.
155.
156.
157.
158.
159.

66. What are the seven faces of Quality?

67. Why do the business people measure customer satisfaction?
68. Mention the uses of Control chart.
69. List out various techniques adopted for JIT.
70. Why are the elements of a Quality Systems?
71. Describe the various Quality Statement, Give example.
72. (a). Explain the key elements of partnering
Explain the conditions for selection and evaluation of suppliers. or
(b). Compare Deming and Juran approaches.
Explain the importance of customer satisfaction.

160.
73. (a). Explain the different types of control charts available for
problem solving. Enumerate on the different patterns commonly noticed
in control charts.
161.
(b). With a specific application compare the affinity diagram and
relationship diagram interms of getting highy creative solution for
managerial problems.
162.
74. What are the elements of TQM?
163.
75. What is customer satisfaction?
164.
76. List the benefits of teamwork.
165.
77. Describe the importance of customer retention in an organization.
166.
78. Discuss Maslows hierarchy of needs.
167.
79. Explain all the elements of 5S principles in detail.
168.
80. Explain with neat diagrams and examples, the seven tools of quality.
169.
81. What is the role of management in TQM?
170.
82. What is quality planning?
171.
83. Distinguish between internal customer and external customer.
172.
84. What is customer feedback?
173.
85. What is the purpose of Pareto diagram?
174.
86. What are the dimension of quality? Discuss in brief.
175.
87. What are the barriers to TQM implementation? How are they
overcome?
176.
88. Discuss the function of quality council.
177.
89. What are the ways by which an organization, can make use of
customer feedback?
178.
90. How is motivated work force achieved in a company?
179.
91. Discuss the continuous process improvement cycle with an
illustration.
180.
92. What are the areas of focus of kaizen?
181.
93. How is the cause and effect diagram prepared? Explain with an
example.
182.
94. Give the Obstacle associated with TQM implementation.
183.
95. State the quality improvement strategy
184.
96. Define Quality Planning.
185.
97. Give the Objective of TQM.
186.
98. What is needed for a leader to be effective?
187.
99. What is the important role of senior management?
188.
100. What are the general duties of quality council?
189.
101. What does a typical meeting agenda contain after establishing the
TQM?
190.
102. What are the various quality statement?
191.
103. Give the basic steps to strategic quality planning.
192.
104. What is a quality policy?
193.
105. Explain the principles of TQM.
194.
106. Explain Deming Philosophy.
195.
107. Explain the barriers to TQM implementation.
196.
108. Explain the concepts of leadership.
197.
109. Give the need for a feedback in an organization.
198.
110. List the tools use for feedback.
199.
111. What are the activities to be done using customer complaints?
200.
112. What are the elements of customer service?
201.
113. State Maslows Hierarchy of Needs?
202.
114. State Frederick Herzbergs Two-factor theory.
203.
115. What does an employee want?
204.
116. What are the concepts to achieve a motivated work force?

205.
117. Define Empowerment.
206.
118. What are the three conditions necessary to create the empowered
environment?

207.
119. What are the types of teams?
208.
120. What are the characteristics of successful teams?
209.
121. What are the stages of team development?
210.
122. Give some common barriers to team progress?
211.
123. Give the steps involved in training process.
212.
124. Define Recognition and Reward.
213.
125. What are the benefits of employee involvement?
214.
126. What are the basic ways for a continuous process improvement?
215.
127. What are the three components of the Juran Trilogy?
216.
128. What are the steps in the PDSA cycle?
217.
129. What are the phases of a continuous process improvement cycle?
218.
130. What are the ten condition for the selection and evaluation of
suppliers?
219.
131. What are the characteristics used to measure the performance of a
particular process?
220.
132. Explain Juran trilogy for Continuous process improvement.
221.
133. Explain the PSDA cycle.
222.
134. Explain Kaizen principle.
223.
135. Explain how the employee will be involved in doing a process.
224.
136. Explain the Seven Management Tools.
225.
137. Plot the control for variables and attributes.
226.
138. What is meant by TQM?
227.
139. List the nice dimensions of quality.
228.
140. Name the gurus of quality control.
229.
141. Who introduced the control chart for statistical quality control
(SQC)?
230.
142. Describe the six basic concepts of TQM.
231.
143. Compare the previous state and TQM state for typical quality
elements.
232.
144. Describe Demings philosophy of 14 points.
233.
145. Which are the aspects or qualities for people to be understood by
an effective leader?
234.
146. Implementation of TQM requires a paradigm shift in management,
Explain.
235.
147. What is meant by statistical quality control? Explain the concept of
acceptance sampling.
236.
148. Explain the seven basic quality improvement tools?
237.
149. Distinguish the various quality elements during the previous state
and during the Total
238.
Quality
Management
era.
239.
150. Outline the various barriers/obstacles for a Quality teams success.
240.
151. Enumerate eight dimensions of quality levels which heavily
influence customers.
241.
152. Mention the usages of TQM tools of automobile sector. Discuss
Pareto diagram in detail.
242.
153. Mention various tools and techniques under Kaizen Umbrella.
Discuss each one briefly.
243.
154. Indicate the TQM variables of effective implementation of
TQM in an organization. Define each one in sentence or two.
244.
155. Discuss various TQM models focus in implementing TQM philosophy.
245.
156. Explain the contribution of quality gurus like Dr.Deming,
Joseph, Philip Crosby, Ishikawa & Taguchi towards TQM.

246.
157.
Division.
247.
158.
248.
159.
249.
160.
250.
161.
251.
162.
252.
163.
253.
164.

Quality improvement team consist of representatives of Quality

Quality is what the customer say it is not what the company says.
Explain the customer driven definition of Quality.
List out the questions in a customer questionnaire model.
Name any two popular awards for quality.
What are the dimensions of service quality?
Give the definition of quality as per Dr.J.M.Juran.
What is the need for quality?

254.

165.
Write the equation that would quantify quality.
255.
166.
Define quality as per Edward Deming.
256.
167.
What are the nine faces of Quality?
257.
168.
Draw the Quality planning chart.
258.
169.
What is customer satisfaction?
259.
170.
How do the business people measure
customer satisfaction?
260.
171.
Customer retention is more power than
customer satisfaction . Why?
261.
172.
Define customer retention.
262.
173.
List the benefits of team work.
263.
174.
Explain Empowerment. (or) Define employee
empowerment.
264.
175.
What are maslows basic needs?
265.
176.
What are the vaious histogram shapes?
266.
177.
Draw the different types of histograms and
specify their characteristics.
267.
178.
What is check sheet?
268.
179.
What is cause and effect diagram?
269.
180.
What is parato diagram?
270.
181.
What is scatter diagram?
271.
182.
How to draw a pareto diagram? Give an
example.
272.
183.
List out the new seven management tools.
273.
184. Discuss the history of TQM philosophy that
was evolved from quality in sequence.
274.
185.
If the Deming wheel rotates, improvement is
assured. Explain Deming
275.
Wheel5.Explain Damings 14 points on
quality, for improving quality,
276.
productivity
and competitiveness.
277.
186.
What ate the dimensions of quality? Discuss
eight of them.
278.
187.
What are characteristics of successful teams?
279.
188.
Enumerate the duties of quality council.
280.
189.
Briefly discuss on customer satisfaction.
281.
190. List and explain the most important
factors that influence customer purchases.
282.
191.
Discuss the importance of customer retention
in an organization.
283.
192. How can organizations use customer
feedback to their benefits? Give examples.
284.
193.
What are the customer perceptions of
quality? Explain.
285.
194. Enumerate any eight actions that an
organization shall take to handle complaints.
286.
195.
Discuss about Maslows need of hierarchy
theorem and Herzbergs two
287.
factor theory for motivation.
288.
196.
Briefly explain employee motivation and
empowerment.
289.
197.
Discuss about employee involvement.

290.
198.
Explain the service quality with its
characteristics and expectations.
291.
199. Describe briefly any eight concepts to achieve
a motivated workforce in an organization.
292.
200.
Explain various continuous process
improvement strategies.
293.
201.
Explain on PDSA cycle.
294.
202.
Explain continuous process improvement.
295.
203.
Explain the key elements of partnering.
296.
204.
Explain the conditions for selection and
evaluation of suppliers.
297.
205.
Explain PDSA cycle.

298.
206.
What is a team? Describe the characteristics
of a successful team.
299.
207. How is a cause and effect diagram
constructed? Discuss in detail with a case study.
300.
208.
How is Pareto analysis done?
301.
209.
What is the relationship between quality and
statistical process control?
302.
210.
What are the areas involved in TQM?
303.
211.
What are the barriers to TQM
implementation?
304.
212.
What is the philosophy behind continuous
process improvement?
305.
213.
What is the use of Pareto chart?
306.
214.
What is a quality system?
307.
215.
What are the eight dimension of quality?
Explain them in detail.
308.
216.
Discuss Jurans trilogy in detail. What are the
improvement strategies
309.
adopted?
310.
217.
Discuss Demins 14 points for improvement
of quality in detail.
311.
218.
How is a cause and effect diagram used?
Give an example.
312.
219. How are employees involved in quality
management? How can they contribute to improve
quality? Explain with examples.

313.

314.
220.
Can a product meet all the dimensions of
quality?
315.
221. What are the consequences of lack
of commitment of the senior management in the
implementation of TQM?
316.
222.
What is customer service?
317.
223. Discuss 14 points of Deming for the
improvement of an organization and quality.
318.
224. What are the conditions necessary to create
the employee empowerment environment?
319.
225.
What are the characteristics of successful
teams?
320.
226.
What are the strategies for process
improvement? Discuss in detail.
321.
227. What are the benefits of implementing a
quality system? Discuss them in detail.
322.
228.
What are the dimensions of quality?
323.
229.
List any four barriers to TQM implementation.
324.
230.
What is customer retention?
325.
231.
What are the uses of a control chart?
326.
232.
Why is a quality system required?
327.
233.
What are the seven steps to strategic
planning?
328.
234. What are the concepts to achieve a
motivated work force? How are they used?
329.
235. Explain in detail the obstacles to be faced
in implementing TQM in an organization.

330.
236. Bring out the dimensions of product and
service quality. Also explain why the service quality is
more difficult to define than product quality.
331.
237.
Compare and contrast Demings, Jurans, and
Crosbys perspectives of
332.
quality management. What are the major
similarities and differences between their perspectives?
333.
238.
Enumerate in detail the various principles of
quality management.
334.
239.
What is quality policy?
335.
240.
What is quality control?
336.
241.
List the control charts for attriutes.

337.
242.
How is the voice of the customer heard?
338.
243.
Define employee empowerment.
339.
244.
Explain the factors that influence end-user perceptions.
340.
245.
Explain Jurans quality trilogy process in detail.
341.
246. How is quality maintained during procurement? How are
the suppliers evaluated?
342.
247. What is customer feedback? How does it affect quality of a
product during sales and service?
343.
248.
What are the various modern methods for improvement of
quality?
344.
249. Process was monitored to make sure that it is running
normally while samples were taken to develop a C-Control Chart. Each
item that was tested
345.
could have more than one defect. Ten random samples of the same
size were
346.
taken, and the total number of defects that were observed in each
sample was noted as:
347.

348. S 349.No. of
350.
S
351. No.
ample1 Defects
352.
353.
ample 6
354.
of355.
Defects
32
29
356. 2
357.
358.
7
359.
29
30
360. 3
361.
362.
8
363.
30
29
364. 4
365.
366.
9
367.
30
29
368. 5
369.
370.
1
371.
31 are the0UCL and LCL for the
31 C-Control Chart with a 99%
372.
What
Confidence? Do
373.
not plot the points.
374.

375.
376.
377.
378.
379.

380.
381.
382.
383.
384.

250.
251.
252.
253.

What ate the important habits of quality leader?

Name a few barriers to Teams progress.
Who are internal and external customers?
What are the customers perceptions on quality?