This document is a question paper for an internal assessment test in Total Quality Management for an engineering college. It contains 3 parts with multiple choice and long answer questions. Part A has 5 short answer questions worth 2 marks each. Part B has 2 long answer questions worth 12 marks each. Part C has 1 long answer question worth 14 marks. The questions cover topics like barriers to TQM implementation, customer retention, quality policy statements, strategic planning, Kaizen, Deming's 14 steps, Juran's trilogy, PDCA cycle, customer satisfaction tools, and characteristics and barriers of successful teams.

1. PET ENGINEERING COLLEGE, Vallioor
Department of Electrical & Electronics Engineering
First Internal Assessment test Question Paper
GE8077 – Total Quality Management
Date: 08/10/2021(FN) Duration: 1 ½ hrs
Semester: S7 BE/EEE Marks: 50
CO1 The student would be able to apply the tools and techniques of quality management to
manufacturing and services processes.
Part – A (5 x 2 = 10)
Q.No Questions Marks CO BT PO Marks
Obtained
1 List out barriers to implement TQM. 2 1 U 2
2 Explain Customer Retention. 2 1 E 6
3 What is Quality Policy Statement? 2 1 R 8
4 What do you mean by strategic planning? List the
seven steps for strategic planning
2 1 U,A 8
5 Define Kaizen. 2 1 R 6
Part – B (2 x 12 = 24)
6 (a) Explain the six basic concepts of TQM. Also,
discuss about the nine dimensions of quality. 12 1 U,E 7,9
6 (b) Explain the fourteen steps of Deming’s Philosophy
for improving quality, productivity and
competitiveness.
12 1 U 6,8
7 (a) Explain Juran’s Trilogy in detail. 12 1 E 6,8
7 (b) Discuss the process of PDCA cycle with their
advantages and limitations. 12 1 U,AN 6,9
Part – C (1 x 14 = 14)
8 (a)
Explain Customer Satisfaction? List the tools used for
the collection of customer feedback? 14 1 U,A 7
8 (b)
Explain in detail the characteristics of successful team?
& List the barriers of team progress? 14 1 U,E 6,8
Total Marks Obtained