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The document is a question paper for a Total Quality Management exam with 15 multiple choice and long answer questions covering various TQM concepts. Some of the key concepts assessed include: cost of quality, process capability, affinity diagrams, life cycle costs, empowerment, statistical thinking, Deming's vs Juran's vs Crosby's perspectives on quality, business process reengineering methodology, quality function deployment matrices, failure mode and effects analysis, ISO 9000 certification advantages and disadvantages, and principles of leadership. The exam tests understanding of foundational quality management principles and processes.

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vijayan Maruthi
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42 views2 pages

Jan 10

The document is a question paper for a Total Quality Management exam with 15 multiple choice and long answer questions covering various TQM concepts. Some of the key concepts assessed include: cost of quality, process capability, affinity diagrams, life cycle costs, empowerment, statistical thinking, Deming's vs Juran's vs Crosby's perspectives on quality, business process reengineering methodology, quality function deployment matrices, failure mode and effects analysis, ISO 9000 certification advantages and disadvantages, and principles of leadership. The exam tests understanding of foundational quality management principles and processes.

Uploaded by

vijayan Maruthi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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com

Reg. No. :

3
Question Paper Code: W6503
M.B.A. DEGREE EXAMINATION, JANUARY 2010

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First Semester
BA 9203 — TOTAL QUALITY MANAGEMENT
(Regulations 2009)
Time: Three hours Maximum: 100 Marks

Answer ALL Questions

PART A — (10 × 2 = 20 Marks)

1. What is Appraisal Costs of Quality?

2. Explain the term, Return on Quality (ROQ).

3. What is Taguchi loss function?

4.

5.

6.
Define Cost of quality (COQ).

What is Process capability?

What is Infant mortality period?


3
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7. What is an Affinity diagram?

8. Define Life cycle cost.

9. Define Empowerment.

10. What is Statistical thinking?

PART B — (5 × 16 = 80 Marks)

11. (a) Explain in detail the obstacles to be faced in implementing TQM in an


organization.
3

Or

(b) Bring out the dimensions of product and service quality. Also explain
why the service quality is more difficult to define than product quality.
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12. (a) Compare and contrast Deming's, Juran's, and Crosby’s perspectives of
quality management. What are the major similarities and differences
between their perspectives?

Or

(b) Enumerate in detail the various principles of quality management.

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13. (a) Explain in detail the methodology to implement Business Process


Reengineering.

3
Or

(b) (i) AAA Inc., produces meter sticks that have a target length of
100 centimeters with upper and lower specification limits of
100.05 and 99.95 centimeters respectively. Their existing process

30
produces meter sticks with an average length of 99.97 centimeters
and a standard deviation of 0.015 centimeters. They are considering
the purchase of a new machine that can hold a process output
average exactly to target with a standard deviation of 0.02. Which
machine will provide a better process capability index? (8)

(ii) Suppose a product is designed to function for 1,00,000 hours with a


1% chance of failure. Suppose that there are six of these in use at a
facility. Find the average number of failures per hour and the
MTTF. (8)

14. (a) (i) Explain the matrices involved in Quality Function Deployment
(QFD) process. (8)

(ii) Define key customer requirements for a product of your choice.

3
Next, define key technical requirements for the same product.
Create a matrix showing the relationships between technical and
customer requirements using the QFD format. (8)
30
Or

(b) What is FMEA? Explain in detail the different types of FMEA. Also
highlight the scales used in FMEA.

15. (a) Describe the purpose and the intent of the ISO 9000:2000 program. What
are the advantages of becoming an ISO 9000:2000 certified companies?
Are there any disadvantages?

Or

(b) List and briefly explain the principles of leadership.

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2 W 6503

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