TOTAL QUALITY MANAGEMENT

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2 MARKS QUESTIONS AND ANSWER

YEAR/SEM : IV / 08

Prepared by,
R.BARONA(AP/IT)

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UNIT I

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INTRODUCTION

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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).

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2. . Define Quality?
Quality = Performance x Expectations

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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.

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5. List the dimensions of quality.
The dimensions of quality are
1. Performance
2. Futures
3. Conformance
4. Reliability
5. Durability
6. Service
7. Response
8. Aesthetics and
9. Repetition.

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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

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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.

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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

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Intangible Benefits

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Improved employee participation

_ Improved teamwork
_ Improved working relationships
_ Improved customer satisfaction
_ Improved communication
_ Enhancement of job interest
_ Enhanced problem-solving
capacity
_ Better company image

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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

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13. Define Quality Costs?

Quality Costs are defined as those costs associated with the nonachievement of product

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or service quality as defined by the requirements established by the organization and its
contracts with customers and society.
14. Give the primary categories of Quality cost?
Preventive cost category
Appraisal cost category

Internal failure cost category

External failure cost category

15. State the Quality Improvement Strategy?

Reduce failure costs by problem solving

Invest in the right prevention activities

Reduce appraisal costs where appropriate and in a statistically sound manner
Continuously evaluate and redirect the prevention effort to gain further quality
improvement.

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16.

Define Quality Planning?

A quality plan sets out the desired product qualities and how these are assessed and define the

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most significant quality attributes. It should define the quality assessment process. It should
set out which organizational standards should be applied and, if necessary, define new
standards.

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17. What is needed for a leader to be effective?

To be effective, a leader needs to know and understand the following:

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People, paradoxically, need security and independence at the same time.

People are sensitive to external rewards and punishments and yet are also strongly self-

People like to hear a kind word of praise.

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motivated.

People can process only a few facts at a time; thus, a leader needs to keep things simple.

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People trust their gut reaction more than statistical data.

People distrust a leaders rhetoric if the words are inconsistent with the leaders actions.

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18. 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.

19. 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 selfmotivated.
People like to hear a kind word of praise.

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People trust their gut reaction more than statistical data.

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People distrust a leaders rhetoric if the words are inconsistent with the leaders actions.
20. Give the basic steps to strategic quality planning?

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Customer needs
Customer positioning
Predict the future

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Gap analysis

Alignment

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Implementation

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Closing the gap

People can process only a few facts at a time; thus, a leader needs to keep things simple.

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UNIT-II

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2. What are the customers perceptions on quality?

The six important customers perceptions are:
(i) Performance
(ii) Features
(iii) Service
(iv) Warranty
(v) Price and
(vi) Reputation.

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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.

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TQM PRINCIPLES

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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 Maslows basic needs?
Maslows 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 Herzbergs motivators and dissatisfies.
Motivator factors Dissatisfier or hygiene factors
_ Achievement
_ Recognition
_ The work itself
_ Responsibility

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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.

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_ Advancement and growth.

_ Supervisors
_ Working conditions
_ Interpersonal relationships
_ Pay and security
_ Company policy and
Administration

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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.

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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.

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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.

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-_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 leaders rhetoric if the words are inconsistent with the
leaders actions.

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i. Customer needs
ii. Customer positioning
iii. Predict the future
iv. Gap analysis
v. Closing the gap
vi. Alignment
vii. Implementation

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16.. Give the basic steps to strategic quality planning?

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17. What is meant by recognition in an organization?

Recognition is a process whereby management shows acknowledgement of a
employees 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?
Quality Costs are defined as those costs associated with the nonachievement of product
or service quality as defined by the requirements established by the organization and its
contracts
with customers and society.

20. List the tools used for feedback?

Comment cards
Surveys
Focus groups
Toll-free telephone lines
Customer visits
Report cards

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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.

The internet
Employee feedback
American Customer Satisfaction Index

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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.

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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
_Employees make better decisions using their expert knowledge of the
Process.
_Employees are more likely to implement and support decisions they had a
part in making.
_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
_Reduce resources
_Reduce errors
_Meet or exceed expectations of downstream customers
_Make the process safer
_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

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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
didnt.

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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

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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

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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

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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 5Ss 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.

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33.What is a Kaizen?

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Kaizen is a Japanese word for the philosophy that defines managements 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.

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UNIT III

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TQM TOOLS & TECHNIQUES I

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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

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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?

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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 isnt 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 GPAs? 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?).
22.Define histogram.
A histogram is used to display in bar graph format measurement data
distributed by categories.
23.What are the problems that can be interpreted by the histogram?
The problems that can be interpreted by the histogram are,
a. Skew problems
b. Clustering problems.
24.Define control chart.
Control chart is defined as a display of data in the order that they occur with
statistically determined upper and lower limits of expected common cause
variations. It is used to indicate special causes of process variations to monitor a

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process for maintenance and to determine if process changes have has the
desired effect.
25.What is line graph?
A line graph is a way to summaries how two pieces of information are related
and how they vary depending on one another. The numbers along a side of the
line graph are called the scale.
26. What is an arrow diagram?
An arrow diagram is another term for a PERT or CPM chart. It is graphic
descriptions of the sequential steps that must be completed before a project can
completed.
27. Give some applications of arrow diagram.
The applications of arrow diagram are,
a. Understanding and managing complex project or task.
b. Understanding and managing a project that is of major importance to the
organization, and the consequences of late completion are sever.
c. Understanding and managing a project in which multiple activities must take
place and be managed simultaneously.
d. Explaining the project status to others.
28.How is an arrow diagram constructed?
Steps in constructing an arrow diagram are,
a. Select a team that is knowledgeable about the project, its task and subtasks.
b. Record all of the tasks and subtasks necessary to the completion of the
project.
c. Sequence the tasks.
d. Assign a time duration to each task.
e. Calculate the shortest possible implementation time schedule using the
critical path method.
f. Calculate the earliest starting and finishing times for each task.
g. Locate tasks with slack (extra) time and calculate total slack.
h. Update the schedule as the project is being completed.
29. What is nominal group technique?
The nominal group technique is a structured process, which identifies and ranks
the major problems or issues that need addressing.

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UNIT IV

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TQM TOOLS & TECHNIQUES II

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1.What is a QFD?
Quality Function Deployment is a planning tool used to fulfill
customer expectations. It is a disciplined approach to product design, engineering, and
production and provides in-depth evaluation of a product.
2.. What are the benefits of QFD?
i. Customer driven
ii. Reduces implementation time
iii. Promotes teamwork
iv. Provides documentation
3. What are the steps required to construct an affinity diagram?
i. Phrase the objective
ii. Record all responses
iii. Group the responses
iv. Organize groups in an affinity diagram

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4.What are the goals of TPM?

The overall goals of Total Productive Maintenance, which is an
extension of TQM are
i. Maintaining and improving equipment capacity
ii. Maintaining equipment for life
iii. Using support from all areas of the operation
iv. Encouraging input from all employees
v. Using teams for continuous improvement
5. Give the seven basic steps to get an organization started toward TPM?
a) Management learns the new philosophy
b) Management promotes the new philosophy
c) Training is funded and developed for everyone in the organization
d) Areas of needed improvement are identified
e) Performance goals are formulated
f) An implementation plan is developed
g) Autonomous work groups are established
6. What are the major loss areas?
i. Planned downtime
ii. Unplanned downtime
iii. Idling and minor stoppages
iv. Slow-downs
v. Process nonconformities
vi. Scrap
7.Define TPM?
T : Total = All encompassing by maintenance and production individuals working together.
P : Productive = Production of goods and services that meet or exceed customers pectations.
M : Maintenance = Keeping equipment and plant in as good as or better than teoriginal
condition at all times.

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9.List the categories of quality costs.

The categories of quality cost are
1. Cost of prevention
2. Cost of appraisal
3. Cost of internal failures and
4. Cost of external failures.

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Quality cost is defined as the cost associated with the non-achievement of

product/service quality as defined by the requirements established by the
organisation and its contracts with customers and society.

.8.Define quality cost.

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10.What is meant by cost of prevention?

Prevention costs are the costs that are incurred on preventing a quality problem
from arising.
11.List the elements of cost of prevention.
The elements of cost of prevention are
1. Cost of quality planning
2. Cost of documenting
3. Process control cost
4. Cost of training
5. Costs associated with preventing recurring defects.
12.What is cost appraisal?
Appraisal costs are the cost that are incurred in assessing that the
products/services conform to the requirements
13. What are the cost of appraisal?
The cost of appraisal are
1. Cost of receiving test and equipment
2. Cost of Laboratory acceptance testing
3. Cost of installation testing
4. Cost of installation and commissioning
5. Cost of maintenance and calibration of testing and inspecting
equipments.
14. What is meant by cost of internal failures?
The costs associated with defective products, components and materials
that fail to meet quality requirements and result in manufacturing losses are called
as costs of internal failures. These costs are linked to correcting mistakes before
delivery of the product
15. List the components cost of internal failures.
The cost of internal failures are
1. Cost associate with scrap and rejects.
2. Cost of repair and rework.
3. Cost of design changes.
4. Cost of trouble shooting
5. Cost of reinspection and retesting., etc;
16. What is meant by cost of external failures?
It consist of the cost which are generated because of defective products
being shipped to customers. These cost are associated with the adjustments of
malfunctions after delivery of the product.

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17.Give the sub-elements of Preventive cost category?

i. Marketing/Customer/User
ii. Product/Service/Design development
iii. Purchasing
iv. Operations/
v. Quality Administration
vi. Other Prevention Costs
18. Give the sub-elements of Appraisal cost category?
i. Purchasing appraisal cost
ii. Operations appraisal cost
iii. External appraisal cost
iv. Review of test and application data
v. Miscellaneous quality evaluations
19. Give the sub-elements of Internal failure cost category?
i. Product or Service Design costs (Internal)
ii. Purchasing failure costs
iii. Operations failure costs
20. Give the sub-elements of External failure cost category?
i. Complaint investigations of customer or user service
ii. Returned goods
iii. Retrofit and recall costs
iv. Warranty claims
v. Liability costs
vi. Penalties
vii. Customer or user goodwill
viii. Lost sales
ix. Other external failure costs
21. Give the typical cost bases?
i. Labor
ii. Production
iii. Unit
iv. Sales
22. How will you determine the optimum cost?
a. Make comparison with other organizations
b. Optimize the individual categories
c. Analyze the relationships among the cost categories

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UNIT V

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QUALITY SYSTEMS

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1. Give the ISO 9000 Series of Standards?

i. ISO 9000, Quality Management and Quality Assurance Standards Guidelines
for Selection and Use.
ii. ISO 9001, Quality Systems Model for Quality Assurance in Design,
Development, Production, Installation & Servicing.
iii. ISO 9002, Quality Systems Model for Quality Assurance in Production,
Installation & Servicing.
iv. ISO 9003, Quality Systems Model for Quality Assurance in Final
Inspection and Test.
v. ISO 9004-1, Quality Management and Quality System Elements
Guidelines.
2. What is the need for ISO 9000?
ISO 9000 is needed to unify the quality terms and definitions used by industrialized nations
and use terms to demonstrate a suppliers capability of controlling its processes.
3. Give some other quality systems?
The quality systems are
i. QS-9000
i. QS-9000
ii. TE-9000
iii. AS9000
4. Enumerate the steps necessary to implement the Quality Management
System?
The steps necessary to implement the Quality Management System are
i. Senior management commitment
ii. Appoint the management representative
iii. Awareness
iv. Appoint an implementation team
v. Training
vi. Time schedule
vii. Select element owners
viii. Review the present system
ix. Write the documents
x. Install the new system
xi. Internal audit
xii. Management review
xiii. Pre assessment
xiv. Registration.
5.What are the three sections of QS-9000?
The three sections of QS-9000 are
i. Common requirements, which include the exact text of ISO 9001 and the addition of
automotive/heavy trucking requirements.
ii. Additional requirements covering production part approval process, continuous
improvement and manufacturing capabilities.
iii. Customer-specific requirements.
6. Give the objectives of the internal audit?
The objectives of the internal audit

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a) Determine the actual performance conforms to the documented quality

systems.
b) Initiate corrective action activities in response to deficiencies.
c) Follow up on noncompliance items of previous audits.
d) Provide continued improvement in the system through feedback to
management.
e) Cause the auditee to think about the process, thereby creating possible
improvements.
7. What are the requirements of ISO 14001?
The requirements of ISO 14001 are
i. General requirements
ii. Environmental policy
iii. Planning
iv. Implementation and operation
v. Checking and corrective action
vi. Management review
8. What are the benefits of ISO 14000?
The benefits of ISO 14000 are
a. Global
i. Facilitate trade and remove trade barriers
ii. Improve environmental performance of planet earth
iii. Build consensus that there is a need for environment management and a
common terminology for EMS.
b. Organizational
9. What are the four elements for the checking & corrective action of ISO
14001?
a) Monitoring and measuring
b) Nonconformance and corrective and preventative action
c) Records
d) EMS audit
10. What are the seven elements for the implementation & operations of ISO
14001?
a) Structure and responsibility
b) Training, awareness and competency
c) Communication
d) EMS documentation
e) Documentation control
f) Operational control
g) Emergency preparedness and response
11. What are the four elements for the planning of ISO 14001?
a) Environmental aspects
b) Legal and other requirements
c) Objectives and targets
d) Environmental Management Programs
12. Give the types of Organizational Evaluation Standards?
i. Environmental Management System
ii. Environmental Auditing
iii. Environmental Performance Evaluation
13. Give the types of Product Evaluation Standards?
i. Environmental Aspects in Product Standards

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ii. Environmental Labeling

iii. Life-Cycle Assessment
14. Define Quality Audits?
Quality Audits examine the elements of a quality management system in order to
evaluate how well these elements comply with quality system requirements.
15. Give the usage of an effective recognition and reward system?
_Serves as a continual reminder that the organization regards quality and
productivity as important.
_Offers the organization a visible technique to thank high achievers for outstanding
performance.
_Provides employees a specific goal to work toward. It motivates them to improve
the process.
_Boosts morale in the work environment by creating a healthy sense of competition
among individuals and teams seeking recognition.
16. What are the typical measurements frequently asked by managers and
teams?
_Human Resource
_Customers
_Production
_Research & Development
_Suppliers
_Marketing/Sales
_Administration

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17.Explain the ISO/QS 9000 elements?

i. Management responsibility
ii.The Quality system
iii. Contract review
iv. Design control
v.Document and data control
vi. Purchasing
vii.Control of customer-supplied product
viii. Product identification and traceability
ix. Process control
x.Inspection and testing
xi. Control of inspection, measuring and test equipment
xii.Inspection and test status
18.What are the benefits of ISO?
_Fewer on-site audit by customers.
_Increased market share.
_Improved quality, both internally and externally.
_Improve product and service quality levels from suppliers.
_Greater awareness of quality by employees.
_A documented formal systems.
_Reduced operating costs.
19. Give the ISO 9001 requirements?
_Scope
_Normative Reference
_Terms and Definitions

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_Quality Management System

_Management Responsibility
_Resource Management
_Product Realizatio20
20. What are the methods of actual audit?
i. Examination of documents
ii. Observation of activities
iii. Interviews

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