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Name
Reg No D
APJ ABDUL KALAM TECHNOLOGICAL UNIVERSITY
07 THRISSUR CLUSTER
FIRST SEMESTER M.TECH. DEGREE EXAMINATION DEC 2017
Department Production Engineering
Specialisation Manufacturing Systems Management
07PE6105 Total Quality Management
Time 3 hours Max.Marks: 60
Answer all six questions. Part of each question is compulsory.
Answer either part or part of each question
Q.no. Module 1 Marks
1a Explain Juran's Quality trilogy. 4
Answer b or c
b Select a problem in one of the processes of your daily life and use seven
phases to solve it?
5
c What is the voice of the customer? Describe the key steps that must be
addressed in designing customer satisfaction surveys?
5
Q.no. Module 2 Marks
2a Explain DMAIC. 4
Answer b or c
b How is variable control charts used to determine process capability? 5
c Describe how affinity diagram and tree diagrams are used to organize and
work with customer related information.
5
Q.no. Module 3 Marks
3a Explain Iceberg model of quality cost. 4
Answer b or c
b Enumerate various types of cost contributing to the cost of quality. Give
examples for each
5
c What is the Kano model, and what are its implications for quality
management?
5
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Q.no. Module 4 Marks
4a Briefly explain Poka yoke and any two applications. 4
Answer b or c
b How is FMEA performed? Discuss with an example? 5
c Identify and explain any three main types of benchmarking. In what
circumstances would each type be most appropriate?
5
Q.no. Module 5 Marks
5a Describe the four tiers of quality documentation? 5
Answer b or c
b Explain Baldrige Award Framework and why each element is important in any
quality system?
7
c Briefly explain the implementation of a quality management system and list out
few benefits that could be realized by implementing ISO 9000 quality system.
7
Q.no. Module 6 Marks
6a Explain the different levels of Capability Maturity Model (CMMi) 5
Answer b or c
b Using Internet or other sources, find examples of the quality issues of
information technology.
7
c Elucidate in detail how information technology plays vital role in quality
management
7