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DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING

QUESTION BANK

Subject Code : GE2022

Subject Name : Total Quality Management
UNIT – I
INTRODUCTION & NEED FOR QUALITY

1. Define – Total Quality [2 Marks]

2. State the relationship between quality and productivity. [2 Marks]
3. Draw the flowchart for Deming’s quality chain reaction. [2 Marks]
4. Draw the flowchart for Japanese quality chain reaction. [2 Marks]
5. How does the quality defined by ISO? [Nov/Dec 2011][2 Marks]
6. Differentiate goods from service. [2 Marks]
7. List the types of customers. [2 Marks]
8. Differentiate stated needs from implied needs. [2 Marks]
9. What is meant by dimensions of quality? [2 Marks]
10. List the types of dimensions. [2 Marks]
11. Differentiate dimensions of product quality from dimensions of service
quality. [Nov/Dec 2011][8 Marks]
12. Explain the history of quality management. [8 Marks]
13. Explain the other keywords for quality. [8 Marks]
14. Explain the dimensions of quality. [Nov/Dec 2011][16 Marks]

TOTAL QUALITY MANAGEMENT

15. List the six basic concepts of TQM. [Nov/Dec 2012][2 Marks]
16. Define – Total Quality Management. [2 Marks]
17. Why is TQM needed? [2 Marks]
18. How is TQM defined by ISO? [2 Marks]
19. Differentiate the quality element in traditional culture from TQM culture. [2 Marks]
20. Draw the diagram for TQM house with four pillars. [2 Marks]
21. Draw the flowchart for evolution of TQM. [2 Marks]
22. What are four absolutes of quality observed by Crosby? [Nov/Dec 2012] [2 Marks]

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23. List the five sections of Crosby’s quality vaccine. [2 Marks]

24. Explain the characteristics of TQM. [8 Marks]
25. What are the basic concepts of TQM? [8 Marks]
26. Explain the elements of TQM. [May/June 2012][2 Marks]
27. Explain the principles of TQM. [8 Marks]
28. Explain the benefits of TQM. [May/June 2012][8 Marks]
29. Explain the barriers of TQM. [Nov/Dec 2011][Nov/Dec 2012][6 Marks]
30. Explain the Deming’s contributions. [May/June 2012][Nov/Dec 2012][10 Marks]
31. Explain the Juran’s contributions. [May/June 2012][16 Marks]
32. Explain the Crosby’s fourteen steps for quality improvement. [16 Marks]

UNIT – II
TQM LEADERSHIP

1. Define – Leadership [2 Marks]

2. List the elements of quality statements. [2 Marks]
3. Differentiate vision statement from mission statement. [2 Marks]
4. What are the key elements of a mission statement? [2 Marks]
5. Define – Quality Policy [2 Marks]
6. Define – Strategic Planning. [2 Marks]
7. Differentiate strategic quality planning from traditional strategic planning. [8 Marks]
8. Explain the quality statements. [8 Marks]
9. Explain the strategic planning process. [16 Marks]

CUSTOMER SATISFACTION

10. Define – Customer Satisfaction [2 Marks]

11. Draw the diagram for customer satisfaction model. [2 Marks]
12. List the types of external customers. [May/June 2012][6 Marks]
13. Draw the flowchart for customer-supplier chain. [2 Marks]
14. List the common ways to collect customer needs. [2 Marks]
15. Draw the diagram for Kano model. [2 Marks]
16. List the types of customer needs. [2 Marks]
17. Differentiate performance needs from excitement needs. [2 Marks]

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18. What are the sources for customer complaint? [2 Marks]

19. List the tools used for collecting customer complaints. [2 Marks]
20. Define – Customer Questionnaire [2 Marks]
21. List the types of online surveys. [2 Marks]
22. State the importance of customer retention. [Nov/Dec 2012][2 Marks]
23. Explain the customer perception of quality. [8 Marks]
24. Explain the Kano model of customer satisfaction. [8 Marks]
25. Draw the flowchart for customer complaints. [8 Marks]
26. Explain the customer feedback/ customer complaints. [May/June 2012][16 Marks]

EMPLOYEE INVOLVEMENT

27. What are the aspects of employee involvement? [2 Marks]

28. Define – Motivation [2 Marks]
29. What is the importance of motivation? [2 Marks]
30. Differentiate motivation factors from hygiene factors. [2 Marks]
31. What are the general principles for empowering employees? [2 Marks]
32. What is meant by team and teamwork? [2 Marks]
33. What are the benefits of teamwork? [2 Marks]
34. Draw the flowchart for elements of effective teamwork. [2 Marks]
35. Draw the diagram for team management wheel. [2 Marks]
36. List the stages of team development. [2 Marks]
37. Differentiate gain sharing from profit sharing. [2 Marks]
38. List the types of rewards. [2 Marks]
39. Differentiate intrinsic rewards from extrinsic rewards. [6 Marks]
40. Explain the characteristics of empowered employees. [6 Marks]
41. Draw the diagram for Maslow’s hierarchy of needs. [6 Marks]
42. Explain the role of team members. [6 Marks]
43. Explain the barriers to TQM progress. [6 Marks]
44. Explain the employee empowerment. [Nov/Dec 2012][6 Marks]
45. Explain the types of teams. [8 Marks]
46. Explain the characteristics of successful teams. [Nov/Dec 2012][16 Marks]
47. Explain the performance appraisal and its benefits. [Nov/Dec 2011][16 Marks]
48. Explain the theories of motivation. [16 Marks]

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49. Explain the twenty ways to recognize people. [Nov/Dec 2011][12 Marks]

CONTINUOUS PROCESS IMPROVEMENT

50. What is the relationship between various 5S? [May/June 2012][2 Marks]
51. What are the factors implementing 5S. [6 Marks]
52. What is Kaizen? [Nov/Dec 2012][2 Marks]
53. Explain the phases of PDCA Cycle. [Nov/Dec 2012][8 Marks]
54. Explain the Deming’s Wheel/ PDSA Cycle. [16 Marks]
55. Explain 5S House Keeping. [16 Marks]

SUPPLIER PARTNERSHIP

56. Define – Supplier Partnering [2 Marks]

57. What are the benefits of partnering? [2 Marks]
58. What are the key elements of partnering? [2 Marks]
59. What is the format for supplier rating? [2 Marks]
60. What are the objectives of supplier rating? [2 Marks]
61. Explain the stages in supplier selection and evaluation. [8 Marks]
62. What are the conditions for selection and evaluation of suppliers? [8 Marks]

UNIT-III
SEVEN STATISTICAL TOOLS OF QUALITY

1. Define – Flowchart [2 Marks]

2. Define – Check Sheet [2 Marks]
3. List the types of check sheets. [2 Marks]
4. Define – Histogram [2 Marks]
5. Define – Control Chart [2 Marks]
6. List the types of control chart. [2 Marks]
7. Explain the cause and effect diagram. [8 Marks]
8. Explain the scatter diagram. [8 Marks]
9. Explain the seven basic tools of quality. [Nov/Dec 2012][16 Marks]

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NEW SEVEN MANAGEMENT TOOLS

10. List the seven basic quality tools. [2 Marks]

11. List the types of matrix diagram. [2 Marks]
12. Define – Arrow Diagram [2 Marks]
13. List the steps for drafting an arrow diagram. [2 Marks]
14. Explain the tree diagram with an example. [8 Marks]
15. Explain the affinity diagram and relationship diagram. [16 Marks]
16. Explain the matrix data analysis diagram and decision tree diagram. [16 Marks]

SIX SIGMA

17. Define – Six Sigma [May/June 2012][2 Marks]

18. What is the need for Six Sigma? [2 Marks]
19. What are the advantages of Six Sigma? [2 Marks]
20. Describe the evolution of Six Sigma in Motorola Company. [Nov/Dec 2012][2 Marks]
21. Explain the concepts of Six Sigma. [May/June 2012][8 Marks]
22. Explain the process of Six Sigma. [Nov/Dec 2011][16 Marks]

BENCHMARKING

23. Define – Benchmarking [May/June 2012][2 Marks]

24. What are the objectives of benchmarking? [6 Marks]
25. What are the benefits of benchmarking? [Nov/Dec 2012][2 Marks]
26. What are the reasons for benchmarking? [Nov/Dec 2012][16 Marks]
27. Explain the types of benchmarking. [May/June 2012][8 Marks]
28. Explain the benchmarking Process. [16 Marks]

FAILURE MODE EFFECT ANALYSIS (FMEA)

29. What is FMEA? [2 Marks]

30. List the types of FMEA. [2 Marks]
31. What are the benefits of FMEA? [6 Marks]
32. Explain the stages of FMEA. [May/June 2012][10 Marks]

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UNIT- IV
QUALITY CIRCLE

1. Define – Quality Circle [2 Marks]

2. What are the concepts of quality circle? [2 Marks]
3. What is Taguchi quality loss function? [May/June 2012][Nov/Dec 2012][2 Marks]
4. Explain the objectives of quality circle. [Nov/Dec 2012][4 Marks]
5. Explain the process of quality circle operation. [8 Marks]
6. What are the characteristics of quality circle? [8 Marks]
7. Explain the structure of quality circle. [16 Marks]
8. Explain the benefits of quality circle. [16 Marks]

QUALITY FUNCTION DEPLOYMENT

9. Define – QFD [2 Marks]

10. What are the objectives of QFD? [2 Marks]
11. Draw the general structure of house of quality. [May/June 2012][Nov/Dec 2012][2 Marks]
12. What are the benefits of QFD? [May/June 2012][Nov/Dec 2012][4 Marks]
13. Explain the QFD methodology and its process.[May/June 2012] [Nov/Dec 2012][8 Marks]

TOTAL PRODUCTIVE MAINTENANCE

14. Define – Maintenance [2 Marks]

15. Define – Total Productive Maintenance [2 Marks]
16. List the types of maintenance. [2 Marks]
17. What are the twelve steps for TPM development? [Nov/Dec 2012][10 Marks]
18. What are the benefits of TPM? [May/June 2012][8 Marks]
19. Explain the overall equipment effectiveness of TPM. [16 Marks]
20. Explain the objectives and concepts of TPM. [16 Marks]
21. Explain the eight pillars of TPM. [16 Marks]

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UNIT- V
ISO 9000 QUALITY SYSTEMS

1. Define – Quality System [2 Marks]

2. What is ISO 9000? [2 Marks]
3. What is ISO? [2 Marks]
4. What is BIS? [2 Marks]
5. List the family of ISO 9000 standards. [Nov/Dec 2012][2 Marks]
6. Distinguish between ISO 9000 standards and IS/ISO 9000 standards. [2 Marks]
7. Which IS/ISO 9000 standard is meant for certification? [2 Marks]
8. Distinguish between certification body and registration body. [2 Marks]
9. What are generic and industry specific standards? [2 Marks]
10. What are the main benefits of implementing IS/ISO 9001:2000 QMS
requirements? [2 Marks]
11. What is accreditation? [2 Marks]
12. Distinguish between ISO 9000 and TQM. [2 Marks]
13. Explain the documentation of quality system. [May/June 2012][10 Marks]
14. Define – Quality Auditing [2 Marks]
15. What are the features of quality audits? [Nov/Dec 2012][2 Marks]
16. List the types of audits. [2 Marks]
17. What are the objectives of quality audits? [2 Marks]
18. Explain the stages of an audit [May/June 2012][6 Marks]
19. What is ISO/TS 16949:2009? [2 Marks]
20. What are the benefits of TS 16949 certification? [8 Marks]
21. Explain the need for ISO 9000 & other quality systems. [Nov/Dec 2012][16 Marks]
22. Explain the benefits of ISO 9000 certification. [May/June 2012][10 Marks]
23. Explain the ISO 9000 family of standards. [16 Marks]
24. Explain the clauses of ISO 9001:2000. [16 Marks]
25. Explain the implementation of quality system. [Nov/Dec 2011][16 Marks]

ISO 14000: ENVIRONMENTAL MANAGEMENT SYSTEM STANDARDS

26. What is ISO 14000? [May/June 2012][2 Marks]

27. What is the need of ISO 14000 standards? [2 Marks]

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28. Explain the ISO 14000 family of standards. [16 Marks]

29. Explain the concepts of 14001. [May/June 2012][8 Marks]
30. List the clauses and sub clauses of ISO 14001. [2 Marks]
31. Explain the requirements of EMS. [16 Marks]

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