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April 23rd, 2015, 09:28 AM
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Anna University TQM Important Questions
I am searching for the Anna University TQM Important Questions? Can you please provide me Anna University TQM Important Questions?
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#2
April 23rd, 2015, 10:19 AM
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Re: Anna University TQM Important Questions
You are asking for the Anna University TQM Important Questions. The TQM is stands for Total Quality Management. Here I am uploading a file that contains the Anna University Total Quality Management Important Questions. These are as follows: 1.Define quality. (i) Quality is defined as the predictable degree of uniformity and dependability, at low cost suited to the market.(Deming). (ii) Quality is defined as fitness for use(Juran). (iii) Quality is defined as conformance to requirements (Crosby). (iv) Quality is totality of the characteristics of entity that bear on its ability to satisfy stated and implied needs(ISO). 2. . Define Quality? Quality = Performance x Expectations 3. Define Total Quality? TQM is an enhancement to the traditional way of doing business. It is the art of managing the whole to achieve excellence. It is defined both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. It is the application of quantitative methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future. It integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach. 4. Give the Basic Concepts of TQM? *A committed and involved management to provide long-term top-tobottom organizational support. *An unwavering focuses on the customer, both internally and externally. *Effective involvement and utilization of the entire work force. *Continuous improvement of the business and production process. *Treating suppliers as partners. *Establish performance measures for the processes. . 5. List the dimensions of quality. The dimensions of quality are 1. Performance 2. Futures downloaded from rejinpaul.com 3. Conformance 4. Reliability 5. Durability 6. Service 7. Response 8. Aesthetics and 9. Repetition. 6. . What are the three components of the Juran Trilogy? The three components of the Juran Trilogy are i. Planning ii. Control iii. Improvement 6. . What are the three components of the Juran Trilogy? The three components of the Juran Trilogy are i. Planning ii. Control iii. Improvement 7.what are the six basic concepts that a successful TQM programme requires? The six basic concepts that a successful TQM programme requires 1. Top management commitment 2. Focus on the customer 3. Effective employee involvement 4. Continuous improvement 5. Treating suppliers as partners and 6. Establishing performance measures. 8.What are the pillars of TQM? The four pillars of TQM are: 1. Problem solving discipline 2. Interpersonal skills 3. Teamwork and 4. Quality improvement process 9.Give the Objectives of TQM? a. To develop a conceptual understanding of the basic principles and methods associated with TQM; b. To develop an understanding of how these principles and methods have been put into effect in a variety of organizations; c. To develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management; d. To do the right things, right the first time, every time. 10. Give the Quality Hierarchy? 1. Inspection 2. Quality Control (QC) 3. Quality Assurance (QA) 4. Total Quality Management Inspect products. Detection Finding & Fixing Mistakes. 11.Tabulate the tangible and intangible benefits of TQM. tangible Benefits _ Improved product quality _ Improved productivity _ Reduced quality costs _ Increased market and customers _ Increased profitability _ Reduced employee grievances Intangible Benefits Improved employee participation _ Improved teamwork _ Improved working relationships _ Improved customer satisfaction _ Improved communication _ Enhancement of job interest _ Enhanced problem-solving capacity _ Better company image 12. What does a typical meeting agenda contain after establishing the TQM? Progress report on teams Customer satisfaction report Progress on meeting goals New project teams Recognition dinner Benchmarking report 16 MARKS 1. Explain the basic concepts of TQM? 2. Elucidate the tqm framework and awareness. 3. What are the obstacles in implementing the tqm? 4. How do the dimensions of a quality of a product influence the acceptability? 5. A/C for the Historical review of tqm? 6. What are the benefits of tqm? 7. Elucidate the characteristics of quality leaders? 8. Explain Juran’s ‘Quality Trilogy’ in detail. 9. Elaborate the Deming philosophy 10 Describe the evolution of management. 11 Enumerate the Deming’s 14 points of management. UNIT-2 TQM PRINCIPLES 2MARKS 1.Who are internal and external customers? The customers inside the company are called internal customers, whereas the customers outside the company a called external customers. 2. What are the customer’s perceptions on quality? The six important customer’s perceptions are: (i) Performance (ii) Features (iii) Service (iv) Warranty (v) Price and (vi) Reputation. 3. List the various tools used for collecting customer complaints. The various tools used are: 1. Comment card. 2. 2.Customer questionnaire 3. Focus groups 4. Toll-free telephone numbers 5. Report cards 6. The Internet and computer etc. 4. What is meant by customer retention? Customer retention is the process of retaining the existing customers. 5. What is motivation? Motivation means a process of stimulation people to accomplish desired goals. 6.What are the Maslow’s basic needs? Maslow’s basic needs are: 1.Physilogical 2.Safety 3.Society 4.Esteem and 5.Self-actualization needs. 7. What are physiological needs? Physiological needs are the biological needs required to preserve human life. These needs include needs for food, clothing and shelter 8.List the Herzberg’s motivators and dissatisfies. Motivator factors Dissatisfier or hygiene factors _ Achievement _ Recognition _ The work itself _ Responsibility _ Advancement and growth. _ Supervisors _ Working conditions _ Interpersonal relationships _ Pay and security _ Company policy and Administration 9. Define empowerment. (Au Nov 05) Empowerment is an environment in which people have the ability, the confidence, and the commitment to take the responsibility and ownership to improve the process and initiate the necessary steps to satisfy customers requirements within well defined boundaries in order to achieve organizational values and goals. 10. What are the conditions necessary for empowerment? The conditions required are: 1. Everyone must understand the need for change. 2. The system needs to change to the new paradigm. 3. The organization must provide information, education and still to its employees. 11. Define team and teamwork. _ A team can be defined as a group of people working together to achieve common objectives or goals. _ Teamwork is the cumulative actions of the team during which each member of the team subordinates his individual interests and opinions to fulfill the objectives or goals of the group. 12. List the different types of teams. The different types of teams are 1.Process improvement team 2.Cross-functional team 3.Natural work team and 4.Self-directed work team. 13.Name different members in a team. The different members in a team are 1.Team leader 2.Facilitator 3.Recorder 4.Timekeeper and 5.Member 14.What is needed for a leader to be effective? To be effective, a leader needs to know and understand the following: -_People, paradoxically, need security and independence at the same time. -People are sensitive to external rewards and punishments and yet are also strongly self-motivated. -People like to hear a kind word of praise. -_People can process only a few facts at a time; thus, a leader needs to keep things simple. -People trust their gut reaction more than statistical data. -_People distrust a leader’s rhetoric if the words are inconsistent with the leader’s actions. 15. What is the important role of senior management? -Listening to internal and external customers and suppliers through visits, focus groups and surveys. -_Communication. -To drive fear out of the organization, break down barriers, remove system roadblocks, anticipate and minimize resistance to change and in general, change the culture. 16.. Give the basic steps to strategic quality planning? i. Customer needs ii. Customer positioning iii. Predict the future iv. Gap analysis v. Closing the gap vi. Alignment vii. Implementation 17. What is meant by recognition in an organization? Recognition is a process whereby management shows acknowledgement of a employee’s outstanding performance. 18.Classify rewards. 1.Intrinsic rewards: These are related to feelings of accomplishment or selfworth. 2.Extrinsic rewards: These are related to pay or compensation issues. 19.What is performance appraisal? ( Au June 06) Performance appraisal is a systematic and objective assessment or evaluation of performance and contribution of an individual. 20.List four common barriers to team progress. The four common barriers to team progress 1.Insufficient training 2.Incompatible rewards and compensation 3.Lack of management support 21. Give the steps involved in training process? The steps involved in training process are 1. Make everyone aware of what the training is all about. 2. Get acceptance. 3. Adapt the program. 4. Adapt to what has been agreed upon. 22. Define Recognition and Reward? Recognition is a form of employee motivation in which the organization Publicly acknowledges the positive contributions an individual or team has made to the success of the organization. Reward is something tangible to promote desirable behavior. Recognition and reward go together to form a system for letting people know they are valuable Members of the organization. 23. What are the types of appraisal formats? The types of appraisal formats are i. Ranking ii. Narrative iii. Graphic iv. Forced choice 24. What are the benefits of employee involvement? The benefits of employee involvement are Employee Involvement improves quality and increases productivity because ı_Employees make better decisions using their expert knowledge of the Process. ı_Employees are more likely to implement and support decisions they had a part in making. ı_Employees are better able to spot and pinpoint areas for improvement. 25. What are the basic ways for a continuous process improvement? The basic ways for a continuous process improvement are ı_Reduce resources ı_Reduce errors ı_Meet or exceed expectations of downstream customers ı_Make the process safer ı_Make the process more satisfying to the person doing it. 26. What are the three components of the Juran Trilogy? The three components of the Juran Trilogy are i. Planning ii. Control iii. Improvement 27. What are the steps in the PDSA cycle? The steps in the PDSA cycle are The basic Plan-Do-Study-Act is an effective improvement technique. 1. Plan carefully what is to be done 2. Carry out the plan 3. Study the results 4. Act on the results by identifying what worked as planned and what didn’t. 28. What are the phases of a Continuous Process Improvement Cycle? The phases of a Continuous Process Improvement Cycle are a) Identify the opportunity b) Analyze the process c) Develop the optimal solutions d) Implement e) Study the results f) Standardize the solution g) Plan for the future 29. What are the three key elements to a partnering relationship? The three key elements to a partnering relationship are i. Long-term commitment ii. Trust iii. Shared vision 30. What are the objectives of Performance measures? The objectives of Performance measures are i. Establish baseline measures and reveal trends. ii. Determine which processes need to be improved. iii. Indicate process gains and losses. iv. Compare goals with actual performance. v. Provide information for individual and team evaluation. vi. Provide information to make informed decisions. vii. Determine the overall performance of the organization. 31 What are the characteristics used to measure the performance of a particular process? The characteristics used to measure the performance of a particular Process are i. Quantity ii. Cost iii. Time iv. Accuracy v. Function vi. Service vii. Aesthetics 32.Define 5S? 5S Philosophy focuses on effective work place organization and standardized work procedures. 5S simplifies your work environment, reduces waste and non-value activity while improving quality efficiency and safety. Sort – (Seiri) the first S focuses on eliminating unnecessary items from the workplace. Set In Order (Seiton) is the second of the 5Ss and focuses on efficient and effective storage methods. Shine: (Seiso) Once you have eliminated the clutter and junk that has been clogging your work areas and identified and located the necessary items, the next step is to thoroughly clean the work area. Standardize: (Seiketsu) Once the first three 5S’s have been implemented, you should concentrate on standardizing best practice in your work area. Sustain: (Shitsuke) This is by far the most difficult S to implement and achieve. Once fully implemented, the 5S process can increase morale, create positive impressions on customers, and increase efficiency and organization. 33.What is a Kaizen? Kaizen is a Japanese word for the philosophy that defines management’s role in continuously encouraging and implementing small improvements involving everyone. It is the process of continuous improvement in small increments that make the process more efficient, effective, under control and adaptable. 16 MARKS 1.Explain the following a. 5 s b. kaizen c. supplier rating and relationship development. 2. what are the customer perception of quality ? 3. Explain how the employee will be involved in doing a process? 4.Describe the various quality statements. 5.Discuss about Moslow’s need hierarchy theory and Herzberg’s two factor theory for motivation. 6.What are the seven steps of strategic planning ? 7.what are the principles of customer / supplier relations ? 8.Enumerate any eight actions that an organization shall take to handle complaints. 9.. Explain in detail about various methods used for obtaining customer feedback. 10. What are the techniques commonly used for performance measures ? UNIT III TQM TOOLS & TECHNIQUES I 2marks 1.Give the seven tools of quality? i. Pareto Diagram ii. Process Flow Diagram iii. Cause-and-Effect Diagram iv. Check Sheets v. Histogram vi. Control Charts vii. Scatter Diagrams 2.. Define Statistics? Statistics is defined as the science that deals with the collection, tabulation, analysis, interpretation, and presentation of quantitative data. 3. What is a measure of central tendency? A measure of central tendency of a distribution is a numerical value that describes the central position of the data or how the data tend to build up in the center. There are three measures in common in use in quality viz, the average, the median and the mode. 4. What is Measures of dispersion? Measures of dispersion describe how the data are spread out or scattered on each side of the central value. The measures of dispersion used are range and standard deviation. 5. What is a normal curve? The normal curve is a symmetrical, unimodal, bell-shaped distribution with the mean, median and mode having the same value. 6. What is the use of the control chart? The control chart is used to keep a continuing record of a particular quality characteristic. It is a picture of process over time. 7. Give the objectives of the attribute charts? i. Determine the average quality level. ii. Bring to the attention of management any changes in the average. iii. Improve the product quality. iv. Evaluate the quality performance of operating and management personnel. v. Determine acceptance criteria of a product before shipment to the customer. 8. Define Six Sigma Problem Solving Method? Define - improvement opportunity with an emphasis on increasing customer satisfaction. Measure - determine process capability (Cp/ Cpk) & dpmo (defects per million opportunities). Analyze - identify the vital few process input variables that affect key product output variables (“Finding the knobs”). Improve - Make changes to process settings, redesign processes, etc. to reduce the number of defects of key output variables. Control - Implement process control plans, install real-time process monitoring tools, standardize processes to maintain levels. 9. What are the new seven management tools? i. Affinity Diagram ii. Interrelationship Digraph iii. Tree Diagram iv. Matrix Diagram v. Prioritization Matrices vi. Process Decision Program Chart vii. Activity Network diagram 10. Define Benchmarking? Benchmarking is a systematic method by which organizations can measure themselves against the best industry practices. The essence of benchmarking is the process of borrowing ideas and adapting them to gain competitive advantage. It is a tool for continuous improvement. 11. Enumerate the steps to benchmark? a) Decide what to benchmark b) Understand current performance c) Plan d) Study others e) Learn from the data f) Use the findings 12. What are the types of benchmarking? i. Internal ii. Competitive iii. Process 13.What are the four basic steps included in SPC? The four basic steps included in SPC are a. Measuring the process b. Eliminating variances in the process to make it consistent. c. Monitoring the process. d. Improving the process to its best target value. 14.Mention the seven basic tools involved in statistic quality control. The seven tools involved in statistical quality control. They are, a. Pareto diagram b. Check sheet c. Cause and effect diagrams d. Scatter diagram e. Histogram f. Control charts g. Graphs 15.What is Pareto chart? A Pareto chart is a special form of a bar graph and is used to display the relative importance of problems or conditions. 16.Give some applications of Pareto chart. The applications of Pareto chart are, a. Focusing on critical issues by ranking them in terms of importance and frequency (Example: which course causes the most difficulty for students?; which problem with product X is most significant to out customers?) b. Prioritizing problems or causes to efficiently initiate problem solving (Example: which discipline problems should be tackled first? or what is the most frequent complaint by parents, regarding the school? solution of what production problem will improve quality most?) 17.What is the use of SPC? SPC is used to monitor the consistency of processes used to manufacture a product as designed. 18.Define check sheet. Mention its uses. The check sheet is a data gathering and interpretation tool. A check sheet is used for, a. Distinguishing between fact and opinion (Example: How does the community perceive the effectiveness of the school in preparing students for the world of work?) b. Gathering data about how often a problem is occurring? (Example: How often are students missing classes?) c. Gathering data about the type of problem occurring. (Example: What is the most common type of word processing error created by the students-grammar, punctuation, transposing letter etc.?) 19.What are the uses of cause and effect diagram? A cause and effect diagram is used for, a. Identifying potential causes of a problem or issue in an orderly way. (Example: why has membership in the band decreased? Why isn’t the phone4 being answered on time? Why is the production process suddenly producing so many defects?) b. Summarizing major causes under four categories. (Example: People, machines, methods and materials or policies, procedures, people and plant.) 20.What is scatter diagram? A scatter diagram is used to interpret data by graphically displaying the relationship between two variables. 21.Lsit some applications of scatter diagram. The applications of scatter diagram a. Validating ‘hunches’ about a cause-and-effect relationship between types of variables (examples: I wonder if students who spend more time watching TV having higher or lower average GPA’s? IS there a relationship between the production speed of an n operator and the number of defective parts made? Is there relationship between typing speed in WPM and errors made?) b. Displaying the direction of the relationship (positive negative, etc). (Examples: will test scores increase or decrease if the students spend more time in study hall? Will increasing assembly line speed, increase or decrease the number of defective parts made? Do faster typists make more or fewer typing errors?) c. defective parts produced? How strong is the relationship between typing faster and the number of typing errors made?). |
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