571103 TOTAL QUALITY MANAGEMENT JANUARY 2011 ANNA UNIVERSITY MBA QUESTION PAPER JAN 2011 REGULATION 2010
3. What is Quality Trilogy?
4. What is 8D methodology?
5. What is Six- sigma concept of Process capability?
6. Bring out the limitations of Re-engineering.
7. What is QFD process?
8. What is Matrix Data Analysis Diagram?
9. What is the necessity of documentation in ISO 9000 QMS?
10. Write a note on ‘Recognition and reward’.
service industry. (8)
(ii) Examine the question of quality costs from the perspectives of
(1) Cost — Benefit Analysis approach and
(2) Deming — Kaizen approach. (4+4=8)
Or
(b) (i) “In the context of Total Quality Management, business strategy be
seen as being synonymous with customer value strategy". How can
firms provide value to their customers in their chosen business? (8)
(ii) Discuss vision, mission and policy statements in the context of Total
Quality Management. (8)
12. (a) (i) Explain Crosby’s Quality Management Maturity grid and its
relevance in the present context. (8)
(ii) What, according to Japanese Quality Guru Taguchi, are the wider
implications of quality assurance? Explain. (8)
Or
(b) (i) Critically analyse the rationale of quality circles in the present
context. (8)
(ii) Discuss the contributions of Masaaki Imai. (8)
13. (a) (i) Explain the relevance of TPM in TQM environment. (6)
(ii) The number of scratch marks for a particular piece of furniture is
recorded for samples of size 10. The results are shown in table
below for 12 samples. Construct a chart for the number of scratch
marks. Revise the control limits, assuming special causes for the
out of control points.
Sample Scratch
1 6
2 3
3 12
Sample Scratch
4 8
5 9
6 7
7 17
8 5
9 6
10 4
11 8
12 7
(10)
Or
(b) (i) Random samples of size 5 are selected on the length of a connector
pin. For each sample, the sample mean and range (in millimeters)
are calculated and shown in table below. The length specifications
are 50 ± 3.5mm. The daily production rate is 2000. The unit cost of
scrap is Rs.50.00, and the unit cost of rework is Rs.12/-
Sample Ave. length Range
1 50.3 4
2 48.4 2
3 48.5 5
4 49.1 4
5 52.6 3
6 46.2 4
7 50.8 3
8 52.2 4
9 49.5 5
10 51.7 4
11 52.5 5
12 47.8 3
(1) Find the trial control limits for the X and R charts. (4)
(2) Assuming special causes for out of control points, find the
revised control limits. (2)
(3) Find the process capability index CPK, and comment on its
value. (2)
(4) Find the daily cost of scrap and rework. (2)
(ii) Explain the principle of BPR and its applications. (6)
2132 2132 2132
50003 4
14. (a) (i) What are the different types of bench marking in relation to objects
being benchmarked? How does benchmarking help an organization?
(5 + 3 = 8)
(ii) Construct a Cause & Effect diagram for house paint peeling or for a
quality problem which bothers you very much. (8)
Or
(b) A lawn mover manufacturer spent time and money redesigning a control
for their most popular mover, only to find that customers were
insensitive to the modification. So, when they began planning to redesign
another of their models they wanted to be sure that this time round they
would make changes the customer actually wanted. The company carried
out market research and listed the following customer priorities quiet
operation, works with wet grass, cuts long grass, reliable, light to carry,
compact for storage and safe. The company also identified the technical
priorities as follows: motor driven chain, blades, handle, controls and
grass collection. Develop a house of quality using the information given
above and conduct QFD analysis. Assume necessary data. (16)
15. (a) (i) What are the important points in regard to initiating and
sustaining change to a quality culture? Explain. (8)
(ii) Distinguish between intrinsic and extrinsic motivation. What kind
of motivation TQM should emphasize and why? (4+4=8)
Or
(b) (i) How could a firm create conditions that are conducive to generating
commitment and self motivation among its people? Explain. (8)
(ii) How does TQM integrate a humanistic approach with scientific
methods? Can you identify some elements of each? (8)
M.B.A. DEGREE EXAMINATION, JANUARY 2011.
First Semester
571103 –– TOTAL QUALITY MANAGEMENT
(Regulation 2010)
Time : Three hours Maximum : 100 marks
Use of Statistical Table is Permitted
Answer ALL questions.
PART A — (10 × 2 = 20 marks)
1. What are the obstacles of Total Quality Management?
2. What do you mean by Customer perceived quality?3. What is Quality Trilogy?
4. What is 8D methodology?
5. What is Six- sigma concept of Process capability?
6. Bring out the limitations of Re-engineering.
7. What is QFD process?
8. What is Matrix Data Analysis Diagram?
9. What is the necessity of documentation in ISO 9000 QMS?
10. Write a note on ‘Recognition and reward’.
PART B — (5 × 16 = 80 marks)
11. (a) (i) Discuss a typical TQM framework for an Indian Manufacturing/service industry. (8)
(ii) Examine the question of quality costs from the perspectives of
(1) Cost — Benefit Analysis approach and
(2) Deming — Kaizen approach. (4+4=8)
Or
(b) (i) “In the context of Total Quality Management, business strategy be
seen as being synonymous with customer value strategy". How can
firms provide value to their customers in their chosen business? (8)
(ii) Discuss vision, mission and policy statements in the context of Total
Quality Management. (8)
12. (a) (i) Explain Crosby’s Quality Management Maturity grid and its
relevance in the present context. (8)
(ii) What, according to Japanese Quality Guru Taguchi, are the wider
implications of quality assurance? Explain. (8)
Or
(b) (i) Critically analyse the rationale of quality circles in the present
context. (8)
(ii) Discuss the contributions of Masaaki Imai. (8)
13. (a) (i) Explain the relevance of TPM in TQM environment. (6)
(ii) The number of scratch marks for a particular piece of furniture is
recorded for samples of size 10. The results are shown in table
below for 12 samples. Construct a chart for the number of scratch
marks. Revise the control limits, assuming special causes for the
out of control points.
Sample Scratch
1 6
2 3
3 12
Sample Scratch
4 8
5 9
6 7
7 17
8 5
9 6
10 4
11 8
12 7
(10)
Or
(b) (i) Random samples of size 5 are selected on the length of a connector
pin. For each sample, the sample mean and range (in millimeters)
are calculated and shown in table below. The length specifications
are 50 ± 3.5mm. The daily production rate is 2000. The unit cost of
scrap is Rs.50.00, and the unit cost of rework is Rs.12/-
Sample Ave. length Range
1 50.3 4
2 48.4 2
3 48.5 5
4 49.1 4
5 52.6 3
6 46.2 4
7 50.8 3
8 52.2 4
9 49.5 5
10 51.7 4
11 52.5 5
12 47.8 3
(1) Find the trial control limits for the X and R charts. (4)
(2) Assuming special causes for out of control points, find the
revised control limits. (2)
(3) Find the process capability index CPK, and comment on its
value. (2)
(4) Find the daily cost of scrap and rework. (2)
(ii) Explain the principle of BPR and its applications. (6)
2132 2132 2132
50003 4
14. (a) (i) What are the different types of bench marking in relation to objects
being benchmarked? How does benchmarking help an organization?
(5 + 3 = 8)
(ii) Construct a Cause & Effect diagram for house paint peeling or for a
quality problem which bothers you very much. (8)
Or
(b) A lawn mover manufacturer spent time and money redesigning a control
for their most popular mover, only to find that customers were
insensitive to the modification. So, when they began planning to redesign
another of their models they wanted to be sure that this time round they
would make changes the customer actually wanted. The company carried
out market research and listed the following customer priorities quiet
operation, works with wet grass, cuts long grass, reliable, light to carry,
compact for storage and safe. The company also identified the technical
priorities as follows: motor driven chain, blades, handle, controls and
grass collection. Develop a house of quality using the information given
above and conduct QFD analysis. Assume necessary data. (16)
15. (a) (i) What are the important points in regard to initiating and
sustaining change to a quality culture? Explain. (8)
(ii) Distinguish between intrinsic and extrinsic motivation. What kind
of motivation TQM should emphasize and why? (4+4=8)
Or
(b) (i) How could a firm create conditions that are conducive to generating
commitment and self motivation among its people? Explain. (8)
(ii) How does TQM integrate a humanistic approach with scientific
methods? Can you identify some elements of each? (8)
