(SEM VIII) THEORY EXAMINATION 2023-24 QUALITY MANAGEMENT

SECTION A

(2 × 10 = 20 | Short Answers)

a. Define Quality and Quality Management
Quality means the ability of a product or service to satisfy customer needs.
Quality Management is the systematic approach to ensure products and services meet required standards consistently.

b. Explain claim analysis
Claim analysis involves studying customer complaints and warranty claims to identify defects, causes, and corrective actions for quality improvement.

c. Describe quality function
Quality function refers to activities that ensure products meet customer expectations through proper design, control, assurance, and improvement.

d. Outline appraisal cost
Appraisal cost is the cost incurred to inspect, test, and evaluate products to ensure conformance to quality standards.

e. UCL and LCL in control charts
Upper Control Limit (UCL) and Lower Control Limit (LCL) define the acceptable variation range of a process beyond which corrective action is needed.

f. Role of control charts in quality analysis
Control charts help monitor process stability, detect variations, and prevent defects by identifying abnormal trends early.

g. Describe reliability with example
Reliability is the probability that a product performs its intended function for a specified period.
Example: A machine operating continuously for 1,000 hours without failure.

h. Defect identification and resolution
It involves detecting defects, analyzing root causes, implementing corrective actions, and preventing recurrence.

i. Need of Quality Management System (QMS)
QMS ensures consistency, customer satisfaction, process control, compliance with standards, and continuous improvement.

j. Define Quality Audit
A Quality Audit is a systematic examination of quality activities to verify compliance with planned arrangements and standards.

SECTION B

(Attempt any THREE | 3 × 10 = 30 Marks)

2(a) Quality concept in design & review of design

Quality in design ensures products meet customer requirements, reliability, safety, and performance standards from the initial stage.
The design review process includes requirement analysis, conceptual design evaluation, prototype testing, risk analysis, and final approval to eliminate defects early.

2(b) Quality function & deployment of QFD

Quality Function Deployment (QFD) translates customer requirements into technical specifications.
Steps include identifying customer needs, developing the House of Quality, prioritizing technical requirements, cross-functional coordination, and continuous feedback.

2(c) Construction of R-charts

R-charts monitor process variability by plotting the range of sample values.
Steps include collecting samples, calculating range (R), determining control limits, plotting R values, and analyzing variations.

2(d) Zero-defect concept & its role

Zero-defect means doing work right the first time with no tolerance for errors.
It promotes prevention over inspection, employee responsibility, continuous improvement, and high quality standards.

2(e) Quality Audit & its types

Quality Audit evaluates effectiveness of quality systems.
Types include:                                                                    Internal audit

External audit                                                                    System audit

Process audit                                                                     Product audit

SECTION C

3(a) TQM modern concept & dimensions of quality

Total Quality Management (TQM) is a customer-focused, continuous improvement approach involving all employees.
Dimensions of quality include performance, reliability, durability, serviceability, aesthetics, features, and conformance.

3(b) Quality in sales and services, guarantee & claim analysis

Quality in sales ensures accurate information and customer satisfaction.
Guarantee assures product reliability.
Claim analysis helps identify quality issues and improve products.

4(a) “Quality is free” concept

Quality is free because the cost of preventing defects is less than the cost of correcting failures.
Investment in quality reduces rework, scrap, complaints, and long-term expenses.

4(b) Role of human factor & leadership in quality

Employee attitude affects quality performance.
Leadership commitment, motivation, training, and quality culture from top management directly influence organizational quality.

5(a) Acceptance sampling by variables vs attributes

Variables sampling measures actual values and requires smaller samples, while attribute sampling checks defect presence or absence and needs larger samples.

5(b) Construction of P-charts

P-charts monitor the proportion of defective items.
Steps include collecting data, calculating defect proportion, setting control limits, and analyzing process stability.

6(a) MTTF, MTTR, MTBF with numerical

MTTF = 1 / failure rate
= 1 / 0.0002 = 5000 hours

MTTR is average repair time.
MTBF = MTTF + MTTR

6(b) Defect management process

Steps include defect identification, classification, analysis, corrective action, verification, and prevention.

7(a) ISO 9000 family

ISO 8402: Quality terminology                                             ISO 9000: Quality management principles

ISO 9001: Quality assurance model                                     ISO 9002/9003: Production & inspection models

ISO 9004: Quality improvement guidelines

7(b) JIT approach & its need

Just-In-Time minimizes waste by producing only what is needed, when needed.
It reduces inventory, improves efficiency, lowers cost, and enhances quality.