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IMT-55: Total Quality Management-MT1

IMT-55: Total Quality Management-MT1

 

 

 

 

 

 

 

 

 

 

 

 

IMT-55: TOTAL QUALITY MANAGEMENT

 

PART - A

Q1: Quality function development is a methodology to translate the 'voice of customers' into the actual reality of the manufacturing and business process. Discuss with emphasis on the steps involved in QFD.

Q2: The objective of TQM is basically transformational in nature. Explain.

Q3: Write a note on Demings concepts of product quality assurance?

Q4: Compare and contrast the philosophies of Juran, Deming and Crossby?

Q5: Discuss Juran's "Quality Triology" as a powerful approach for quality improvement.

 

PART - B

Q1: Is the use of control charts limited to process capability study? Give reasons for your answer. Explain process capability and its significance in statistical process control?

Q2: There is substantial scope of profit and performance improvement by working in areas of cost of quality. Comment.

Q3: How does the concept of QC or quality circle help to boost the self-confidence of team members?

Q4: Audit is an all-pervasive tool to evaluate the overall performance and systems effectiveness in a company. Comment.

Q5: How are systems and procedures designed for quality management in service sectors? Explain the factors that need to be kept in mind while doing so?

 

 

PART - C

Q1: Continuous improvement is the main vehicle of a total quality system for meeting and exceeding the customers' needs and expectations.

Q2: Write a note on the applicability and areas of coverage of ISO 9000 Quality Management System.

Q3: What is participative quality management? Discuss the role of employees in the participating process.

Q4: Explain how customer perception of quality is affected by internal and external factors.

Q5: What are the ways in which the Japanese have adopted the various quality management tools?

 


CASE STUDY - I

The quality of service in a hospital is tracked by observing medication errors from the 1000-patient days medication for each observation. The result of 25 such samples is shown below in the table:

   

Table:

Medication Errors

 

Sample

Medication Errors

Sample

Medication Errors

1

26

 

14

20

2

19

 

15

42

3

28

 

16

22

4

29

 

17

18

5

24

 

18

24

6

18

 

19

23

7

23

 

20

16

8

21

 

21

19

9

14

 

22

20

10

17

 

23

22

11

21

 

24

21

12

20

 

25

23

13

12

     

Questions:

1. Construct an appropriate control chart.

2. Analyse the control chart.

3. Is a goal of error-free performance reasonable to expect from this system?

 


CASE STUDY - II

25 samples of size 50 are chosen from a plastic injection moulding machine producing small containers. The number of non-conforming containers for each sample is shown in the table:

Sample no.

No. of non

-conforming

items

Sample no.

No.

of non

-conforming items

1

 

4

 

14

   

2

2

 

2

 

15

   

3

3

 

5

 

16

   

2

4

 

3

 

17

   

4

5

 

2

 

18

   

10

6

 

1

 

19

   

4

7

 

3

 

20

   

3

8

 

2

 

21

   

2

9

 

5

 

22

   

5

10

 

4

 

23

   

4

11

 

3

 

24

   

3

12

 

5

 

25

   

4

13

 

5

         

Questions:

       

Q1. (a): Construct a control chart using the values in the table and show whether the process is in control or not.

Q1. (b): Management has imposed a condition that 3 per cent non-conformance limit is acceptable . In this case, is the process under control or not and why?

Q2: On investigating Sample no. 18, it was found that there was a drop in pressure. How will you deal with this situation?

 

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