ESE 2020

UPSC ENGINEERING SERVICES EXAMINATION

Preliminary Examination

General Studies and

Engineering Aptitude
Standards and Quality Practices in
Production, Construction,
Maintenance and Services

Comprehensive Theory with Practice Questions

and ESE Solved Questions

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ESE 2020 Preliminary Examination :

Standards and Quality Practices in Production, Construction, Maintenance and Services
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Preface
The compilation of this book Standards and Quality
Practices in Production, Construction, Maintenance
and Services was motivated by the desire to provide a
concise book which can benefit students to understand
the concepts of this specific topic of General Studies and
Engineering Aptitude section.

This textbook provides all the requirements of the

students, i.e. comprehensive coverage of theory,
fundamental concepts and objective type questions articulated in a lucid language. The
concise presentation will help the readers grasp the theory of this subject with clarity and apply
them with ease to solve objective questions quickly. This book not only covers the syllabus of ESE
in a holistic manner but is also useful for many other competitive examinations. All the topics are
given the emphasis they deserve so that mere reading of the book clarifies all the concepts.

We have put in our sincere efforts to present detailed theory and MCQs without compromising the
accuracy of answers. For the interest of the readers, some notes, do you know and interesting
facts are given in the comprehensive manner. At the end of each chapter, sets of practice question
are given with their keys and detailed explanations, that will allow the readers to evaluate their
understanding of the topics and sharpen their question solving skills.

Our team has made their best efforts to remove all possible errors of any kind. Nonetheless, we would
highly appreciate and acknowledge if you find and share with us any printing and conceptual errors.

It is impossible to thank all the individuals who helped us, but we would like to sincerely thank all
the authors, editors and reviewers for putting in their efforts to publish this book.

With Best Wishes

B. Singh
CMD, MADE EASY Group
Standards and Quality Practices in Production,
Contents
Construction, Maintenance and Services

Chapter 1 2.9 Methods for Generating Solution

Quality................................................................ 1-9 to Improve Quality.................................................. 14
1.1 What is Quality?..........................................................1 Objective Brain Teasers........................................... 18
1.1.1 Definition of Quality....................................1
Chapter 3
1.1.2 Consequences of Poor Quality................1
Quality Control Tools OR, Statistical Tools and
1.1.3 Evolution of Quality.....................................2 Techniques in TQM Practice..........................20-33
1.1.4 Who are the Customers?............................2 3.1 Introduction.............................................................. 20
1.1.5 Dimensions of Quality................................3 3.1.1 Statistical Quality Control....................... 20
1.1.6 Quality Characteristics................................3 3.1.2 Techniques of Statistical Quality Control...20
1.2 Traditional Approach vs Modern Approach 3.2 Quality Control Tools.............................................. 20
Towards Quality..........................................................3 3.3 Application of 7QC Tool in Six-sigma............... 29
1.2.1 Benefit of Quality..........................................4 3.4 Design of Experiments.......................................... 29
1.3 Types of Quality..........................................................4 3.5 Difference between DOE
1.4 Quality Cost..................................................................4 and Statistical Process Control............................ 30
1.4.1 Cost of Conformance...................................5 Objective Brain Teasers........................................... 30
1.4.2 Cost of Non-conformance or Failure Cost....5
Chapter 4
1.5 Value of Quality vs Quality Cost............................6
Sampling........................................................34-44
1.6 Quality Process ...........................................................6
4.1 Sampling.................................................................... 34
1.6.1 Quality Assurance vs Quality Control....6
4.2 How can we do Sampling Inspection?............ 34
Objective Brain Teasers..............................................8 4.3 Acceptance Sampling............................................ 34
Chapter 2 4.3.1 Acceptance Sampling by Attributes... 35
Different Approaches Regarding Quality....10-19 4.3.2 Acceptance Sampling by Variables..... 35
2.1 Introduction.............................................................. 10 4.3.3 Types of Sampling Plan........................... 35

2.1.1 Dr. W. Edward Deming............................ 10 4.3.4 Single Sampling Plan............................... 36

2.1.2 Joseph M. Juran.......................................... 12 4.3.5 Double Sampling Plan............................. 37

4.3.6 Multiple Sampling Plan........................... 38
2.1.3 Philip Crosby Approach........................... 13
4.4 Sampling Terms and its Definitions.................. 38
2.1.4 Kaoru Ishikawa Philosophy of Quality....13
4.5 Operating Characteristic Curve (OC Curve)........39
2.2 Kanban........................................................................ 13
4.5.1 Types of OC Curve..................................... 40
2.3 Kaizen
.......................................................................... 13
4.6 Military Standard 105E.......................................... 41
2.4 JIT vs. MRP.................................................................. 13
Objective Brain Teasers........................................... 42
2.5 5s concept.................................................................. 14
2.6 Poka-Yoke [Poka-Mistake, Yoke-Avoid]............ 14 Chapter 5
2.7 Concurrent Engineering....................................... 14 Total Quality Management...........................45-58
2.8 Value Engineering vs Value Analysis................ 14 5.1 Introduction.............................................................. 45
5.1.1 Traditional Management........................ 46
5.1.2 Emergence of TQM.................................... 47
5.2 TQM (Total Quality Management).................... 47 6.10.6 Certification Marks.................................... 72
5.2.1 Elements of TQM........................................ 48 6.10.7 Other marks................................................. 72
5.2.2 Approaches to Total Quality.................. 48 6.11 Conclusion................................................................. 72
5.2.3 Differences between Traditional 6.12 OHSAS 18000............................................................ 73
6.12.1 OHSAS 18001.............................................. 73
Management and TQM............................ 48
6.12.2 Benefits of OHSAS 18001........................ 73
5.3 Principles of TQM..................................................... 49
6.13 Emission Norms....................................................... 73
5.4 Taguchi Approaches in TQM.............................. 51
6.13.1 What are BS Norms?................................. 73
5.5 Taguchi Approach Vs Deming Approach....... 53 6.13.2 Euro Norms.................................................. 74
5.6 Quality Function Deployment (QFD)............... 53 6.13.3 Bharat Stage Norms vs. Euro Norms......75
5.7 Other Methods Utilizes along TQM Objective Brain Teasers........................................... 75
to Increase Efficiency............................................. 55
Chapter 7
5.7.1 TQM Approach in Six Sigma........................................................78-85
Competitive Positioning......................... 55 7.1 Historical View.......................................................... 78
5.7.2 Obstacles while Implementing TQM......55 7.1.1 What is Sigma?............................................ 78
5.7.3 Quality Awards Related to TQM............ 56 7.1.2 What is Six Sigma?..................................... 78
7.1.3 Benefits of Six Sigma................................ 79
5.8 Benefits of TQM........................................................ 56
7.1.4 Six Sigma Management.......................... 80
Objective Brain Teasers........................................... 56
7.1.5 Defects Per Million
Chapter 6 Opportunities (DPMO)............................. 80
ISO Standards................................................59-77 7.2 Six Sigma Methodology........................................ 81
6.1 Introduction.............................................................. 59 7.3 Different Levels in Six Sigma............................... 82
6.2 ISO 9000...................................................................... 59 7.4 Future of Six Sigma - Lean Concepts................ 83
6.2.1 ISO 9001........................................................ 60 Objective Brain Teasers........................................... 84
6.2.2 ISO 9004........................................................ 61
Chapter 8
6.2.3 Current Version of ISO 9000................... 61 Inventory......................................................86-103
6.3 Implementation of ISO 9000 Quality System.....62 8.1 Classification of Inventories................................ 86
6.4 ISO Documentation................................................ 66 8.1.1 Inventory Functions
6.5 Quality Auditing...................................................... 67 (Need for Inventories).............................. 87
6.6 TS 16949..................................................................... 67 8.1.2 Inventory Cost............................................. 88
6.7 ISO 14000: Quality System................................... 68 8.1.3 Review System............................................ 89
6.7.1 Introduction................................................. 68 8.2 Types of Models....................................................... 89
6.7.2 History of Development.......................... 68 8.2.1 Deterministic Model................................. 90
6.8 ISO 14001: Quality Systems................................. 70 8.3 Selective Inventory Management..................... 93
6.9 Official Sources of the Standards...................... 70 8.3.1 Always Better Control (ABC).................. 93
6.9.1 The Standards............................................. 70 8.3.2 VED Analysis................................................ 93
6.9.2 Manual, Procedures, Templates............ 71 8.3.3 FNSD............................................................... 94
6.10 Other Quality Standards....................................... 71 8.3.4 XYZ.................................................................. 94
6.10.1 Automotive.................................................. 71 8.4 Line Balancing.......................................................... 94
6.10.2 Statistics........................................................ 71 8.4.1 Objective in Line Balancing Problem......94
6.10.3 Telecommunications................................ 71 8.4.2 Constraints in Line Balancing Problem....95
6.10.4 Others............................................................ 71 8.4.3 Definition and Terminology
6.10.5 National Standards.................................... 72 in Assembly Line........................................ 95
Objective Brain Teasers........................................... 98
Chapter 9 10.6 Approaches to Service Quality.........................141
Quality in Construction ........................... 104-136 10.7 Quality Service Improvement Methods........141
9.1 Quality Concepts...................................................104 10.8 Lean operations in Service.................................141
9.2 Project Quality Management............................105 10.8.1 Suppliers.....................................................141
9.3 Principles of Quality Management.................106 10.8.2 Layouts........................................................141
9.4 Quality management is an effective and 10.8.3 Inventory....................................................141
comprehensive management process..........107 10.8.4 Scheduling.................................................141
9.4.1 Application of ISO 9000 in TQM in Objective Brain Teasers.........................................142
building industries..................................108 Chapter 11
9.4.2 TQM in Construction..............................109 Reliability and Maintenance.................... 144-160
9.4.3 Constraints to the use of TQM in the 11.1 Reliability..................................................................144
Construction Process........................................110 11.2 The Bathtub Curve................................................145
9.5 Improved Method to produce quality work.... 110 11.3 System Reliability..................................................147
9.6 Planned.....................................................................113 11.4 Maintainability.......................................................148
9.7 Factors Affecting Quality of Construction....113 11.5 Availability...............................................................149
9.8 Methodology to Improve Quality 11.6 Maintenance...........................................................149
in Construction......................................................114 11.6.1 Maintenance Scheme/Types...............150
9.8.1 General........................................................114 11.6.2 Reliability Centered Maintenance.....152
9.8.2 Design of Questionnaire.......................114 11.6.3 Total Productive Maintenance............153
9.9 Principles of lean construction.........................114 11.7 Total Panned Quality Maintenance (TPQM).... 154
9.9.1 The Lean Principles.................................114 11.7.1 Operation Research................................154
9.10 Applying Lean Thinking in 11.7.2 Linear programming problem (LPP).... 154
Construction (U.K. Approach)...........................115 Objective Brain Teasers.........................................156
9.11 Lean Construction.................................................115
Chapter 12
9.12 Miscellaneous-I......................................................116 Miscellaneous........................................... 161-174
9.13 Miscellaneous-II.....................................................122 12.1 Non-Destructive Testing.....................................161
Objective Brain Teasers.........................................134 12.1.1 Pre Service Inspection (PSI)..................161
12.1.2 In Service Inspection (ISI)......................161
Chapter 10 12.2 Non-Destructive Examination (NDE) .............163
Quality Practices in Services.................... 137-143
12.2.1 NDT Test Methods...................................163
10.1 Service Quality.......................................................137
12.2.2 MT Techniques..........................................164
10.2 Criteria of Service quality...................................137
12.3 PT Techniques.........................................................167
10.3 Dimensions of Service Quality.........................138
12.4 RT Techniques.........................................................169
10.4 Recovery (of Service)...........................................139
12.5 UT Techniques........................................................170
10.5 Models of service quality....................................139
12.6 ET Techniques.........................................................172
10.5.1 Service Quality Model
Objective Brain Teasers.........................................173
(Due to Gronroos)....................................139
10.5.2 GAP Model (Due to Parasuraman, nnnn
Zeithaml and Berry)................................139
10.5.3 Key factors contributing to Gaps.......140