(SEM VII)THEORY EXAMINATION 2018-19 TOTAL QUALITY MANAGEMENT

SECTION A

Attempt all parts (10 × 2 = 20 marks)

(a) State the dimensions of Quality

Quality is a multi-dimensional concept and cannot be judged by a single factor. The main dimensions of quality include performance, which refers to how well a product performs its basic function. Features represent the additional characteristics that enhance customer satisfaction. Reliability indicates the consistency of performance over time without failure. Durability refers to the expected life of the product. Conformance means how closely a product meets standards and specifications. Serviceability relates to ease of maintenance and repair. Aesthetics covers the appearance, feel, and design of the product. Perceived quality is the customer’s overall perception of quality based on brand image and past experience.

(b) What do you mean by review of design?

A review of design is a systematic evaluation of the product design before it goes into production. The purpose of design review is to ensure that the design meets customer requirements, quality standards, safety norms, reliability needs, and manufacturing feasibility. It helps in identifying design flaws early, reducing future defects, and minimizing production costs.

(c) What is strategic sourcing?

Strategic sourcing is a long-term approach to selecting suppliers based on overall value rather than only price. It focuses on building strong relationships with suppliers who can consistently provide quality materials, reliable delivery, and continuous improvement. Strategic sourcing improves product quality, reduces risk, and supports long-term organizational goals.

(d) How is claim analysis done?

Claim analysis is the process of studying customer complaints and warranty claims to identify quality problems. It involves collecting claim data, classifying the claims based on type and frequency, identifying root causes of failures, and taking corrective and preventive actions. Claim analysis helps organizations improve product reliability and customer satisfaction.

(e) What is Total Quality Management (TQM)?

Total Quality Management is a management philosophy that focuses on continuous improvement in all organizational activities. It emphasizes customer satisfaction, employee involvement, process improvement, and quality in every function. TQM requires commitment from top management and participation from all employees.

(f) What is customer satisfaction?

Customer satisfaction refers to the extent to which a product or service meets or exceeds customer expectations. A satisfied customer is more likely to remain loyal, recommend the product to others, and contribute to the organization’s long-term success.

(g) What is quality policy?

A quality policy is a formal statement issued by top management that defines the organization’s commitment to quality. It provides a framework for setting quality objectives and guides employees in maintaining and improving quality standards.

(h) Define reliability

Reliability is the probability that a product will perform its intended function without failure for a specified period under given operating conditions. High reliability indicates dependable and consistent performance.

(i) What is quality audit?

A quality audit is a systematic and independent examination of quality systems, processes, and activities to ensure compliance with planned arrangements, standards, and regulations. It helps identify gaps and areas for improvement.

(j) What is continuous improvement?

Continuous improvement is an ongoing effort to enhance products, services, and processes through incremental improvements. It focuses on reducing defects, increasing efficiency, and improving customer satisfaction over time.

SECTION B

(Three-Sigma Control Chart – Step-by-Step Explanation)

A three-sigma control chart is a statistical tool used to monitor and control process variation.

The first step is to collect quality data from the process over a period of time. This data may relate to defects, defectives, or measurements.

Next, an appropriate control chart is selected based on the type of data. For variable data, an X-bar chart is used, while for attribute data, a p-chart or c-chart is selected.

After selecting the chart, the average value of the data is calculated. This average forms the center line of the control chart.

Then, the upper and lower control limits are calculated using the three-sigma formula. These limits represent the natural variation of the process.

Once the limits are calculated, the data points are plotted on the chart along with the center line and control limits.

Finally, the chart is interpreted. If all points lie within the control limits, the process is considered to be in control. If any point lies outside the limits, it indicates the presence of assignable causes and corrective action is required.

 SECTION C

Q3 (a) Explain Quality Circles in detail

Quality circles are small groups of employees who voluntarily come together to identify and solve quality-related problems in their workplace. These groups usually consist of workers from the same department and meet regularly to discuss issues affecting quality, productivity, and safety.

The main objective of quality circles is to involve employees directly in quality improvement activities. Members use simple problem-solving tools such as cause-and-effect diagrams, Pareto charts, and check sheets to analyze problems and suggest solutions.

Quality circles improve teamwork, communication, and employee morale. They also reduce defects and operational costs by preventing problems at the source. Through quality circles, organizations benefit from employee creativity and commitment.

Q3 (b) Human factor is the most important element in quality of a product. Justify

Human factors play a crucial role in determining product quality. Even the best machines and systems require skilled and motivated people to operate them effectively. Employees are responsible for designing, manufacturing, inspecting, and maintaining products.

Human errors can lead to defects, while skilled workers can prevent problems through careful work and timely decision-making. Training, leadership, motivation, and employee involvement directly affect quality outcomes. Therefore, without human commitment and responsibility, quality systems cannot succeed.

Q4 (a) Factors affecting reliability and evaluation of reliability

Reliability of a product depends on several factors such as design quality, material selection, manufacturing processes, operating conditions, and maintenance practices. Poor design or low-quality materials can significantly reduce reliability.

Reliability evaluation is done by analyzing failure data, conducting life testing, and calculating measures such as Mean Time Between Failures (MTBF). Building reliability involves proper design planning, quality control, testing, and preventive maintenance.

Q4 (b) Bathtub curve (Product reliability curve)

The bathtub curve represents the failure rate of a product over its life cycle. It consists of three phases. The first phase is the infant mortality period, where failure rate is high due to manufacturing defects. The second phase is the useful life period, where failures occur randomly at a low and constant rate. The third phase is the wear-out period, where failure rate increases due to aging and wear.

The bathtub curve helps manufacturers plan maintenance strategies and improve product design.

Q5 (a) What is ISO? Explain ISO 9000

ISO stands for International Organization for Standardization. It develops international standards to ensure quality, safety, and efficiency across industries.

ISO 9000 is a family of quality management standards that focuses on customer satisfaction, process control, documentation, and continuous improvement. Organizations that follow ISO 9000 standards ensure consistent quality in their products and services.

Q5 (b) Objectives and challenges of TQM

The main objectives of Total Quality Management include achieving customer satisfaction, continuous improvement, employee involvement, and reduction of defects and costs. TQM aims to improve overall organizational performance.

However, implementing TQM involves challenges such as resistance to change, lack of management commitment, insufficient training, and cultural barriers. Overcoming these challenges requires leadership support and employee participation.