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SEM 3 TQM
QM0010 FOUNDATIONS OF QUALITY MANAGEMENT
1 a. Describe the main features of Companywide approach on Quality.
b. Write a note on Berry’s dimensions of service quality.
a. Meaning of Quality and Companywide quality approach
b. Berry’s 10 Dimensions of service quality
2 Explain the Quality Function Deployment (QFD) process and describe why it is also called
“House of Quality”.
Meaning of Quality Function Deployment (QFD)
QFD Process
Construction of QFD (House of Quality)
3 Discuss the major Barriers/Obstacles to Quality. Describe how to overcome these barriers.
Barriers/ Obstacles to Quality
Overcoming Barriers
4 a. How is the Human Relations Theory different from the Classical Theory?
b. Briefly explain the following:
i. Quality Inspection
ii. Quality Control
iii. Quality Assurance
a. Differences between Human Relations Theory and Classical theory
b. Explanation of Quality Inspection, Quality Control and Quality Assurance
5 What is service quality? What are the internal and external measures of service quality?
Briefly explain the Gap Model of Service Quality Measurement.
Meaning of service quality
Internal measures of service quality
External measures of service quality
Gap model of service quality
6 “Quality is the new buzzword and is dominating business processes and services like
never before”, Justify.
Explanation
QM0011 PRINCIPLES & PHILOSOPHIES OF QUALITY MANAGEMENT
1 Discuss the dimensions of Quality. What are the contributions of Kaoru Ishikawa and
Edwards Deming to Quality Management?
Dimensions of Quality
Contributions of Kaoru Ishikawa to Quality Management
Contributions of Edwards Deming to Quality Management
2 a. Briefly explain the concept of Just in Time.
b. What are the seven wastes identified by Shingo in manufacturing processes? How these
wastes could be eliminated?
a. Concept of Just in Time
b. Seven wastes in production and elimination of these wastes
3 What is Total Productive Maintenance (TPM)? Enumerate the benefits of TPM. Briefly
explain the eight pillars of TPM.

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Meaning Total Productive Maintenance
Benefits of TPM
Eight pillars of TPM
4 Explain the Baldrige model of business excellence. What are the steps involved in
achieving organisational excellence?
Concept of Business excellence
Baldrige Model of Business excellence
Steps involved in achieving organizational excellence
5Discuss the meaning and benefits of Six Sigma. What are the Steps involved in
Implementing Six Sigma.
Meaning of Six Sigma
Benefits of Six Sigma
Steps in Implementing Six Sigma
6 “Business process reengineering is one approach for redesigning the way work is done to
better support the organization's mission and reduce costs.” Justify.
Meaning of Business process reengineering
Explanation
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QM0012 STATISTICAL PROCESS CONTROL AND PROCESS CAPABILITY
1 a. Explain the concept of Statistical Process Control.
b. Describe the procedure to construct Fish bone diagram with an example.
Explanation of SPC
Procedure to construct Fish bone diagram
Example
2 Describe Deming’s Funnel experiment and Deming’s Red Bead experiment.
Deming’s Funnel experiment
Deming’s Red Bead experiment
3 Differentiate between variable control charts and attribute control charts. Explain with an
example how to calculate p Chart and np Chart.
Differences
Calculation of p chart and np chart with an example
4 Explain Multivariate Control Charts and multivariate normal distribution.
Explanation of Multivariate Quality Control Charts
Explanation of Multivariate normal distribution
5 a. Explain the concept of Process Capability. Give the Significance of Process Capability.
Mention the major uses of Process capability
b. Explain the guidelines for using Acceptance Sampling.
Concept of Process Capability
Significance of Process Capability.
Uses of process capability
Guidelines for using Acceptance Sampling
6 Explain the methodology for Statistical Process Control (SPC) implementation. What are
the benefits derived from SPC implementation?
Methodology for SPC implementation
Benefits derived from SPC implementation

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QM0013 QUALITY MANAGEMENT TOOLS
1 An organization can have various benefits from having an efficient Quality Management
System. Explain the need of Quality Management Systems in an organization. List the
advantages of Quality Management Systems.
Need of Quality Management Systems in an organization
Advantages of Quality Management Systems
2 QFD is a customer driven planning process which guides through the design, manufacture
and marketing of a product or service. Explain the Approaches and Phases of Quality
Function Deployment (QFD).
Meaning of QFD
Approaches of QFD
Phases of QFD
3 a) Reliability engineering is concerned with four key elements. Discuss.
b) Explain software reliability.
Meaning of Reliability
Key elements of Reliability
Explanation of Software reliability
4 Describe Robust Design Optimisation Strategy. Explain the steps followed in Robust
Parameter Design.
Explanation of Robust Design Optimization Strategy
Steps followed in Robust Parameter Design.
5 Quality Control Charts focuses on the stability of a process and demonstrates
theperformance of a project over time. Explain the basic components of quality control
charts. Describe the benefits and drawbacks of quality control charts.
Components of quality control charts
Benefits of control charts
Drawbacks of control charts
6 What is business excellence? What are the steps involved in achieving organisational
excellence?
Meaning of Business Excellence
Steps involved in achieving organizational excellence
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