INDIAN INSTITUTE OF MATERIALS MANAGEMENT
Post Graduate Diploma in Materials Management
Paper 18.E
Total Quality Management
Date 16.12.2017 Max. Marks 100
Time: 2.00 to 5.00 p.m Duration 3 hours
Instructions
1. The question paper is in three parts B C.
2. Part A is compulsory. Each question carries one mark. Total 32 Marks
3. In Part answer 3 questions out of 5. Each question carries 16 marks. Total 48 Marks
4. Part C is a case study with sub questions and it is compulsory. It carries 20 marks.
5. Use of calculator is allowed wherever necessary.
6. Graph sheets can be used wherever necessary.
PART A 32 marks
compulsory. Each question carry 1 mark)
Q 1. Expand the Following 8 Marks
a. CFT
b. SQC
c. CII
d. NQA
e. CIL
f. CED
g. FFA
h. PCIT
Q 2. Match the following 8 Marks
A B
a. Operating Characteristics curve a. Cluster in a group
b. LTPD b. Examinations and evaluation
c. Random sampling c. Quality of items supplied
d. Vendor performance d. Upper limit or defective
e. Lander and Associates e. planning for quality
f. Deming f. Motorola
g. Reputation for quality g. Coco-Cola
h. Uniform auditing h. acceptance fraction defectives
Dec 2017
Q 3. State True or False 8 Marks
a. Quality is not a critical factor in customer right
b. Old quality is about product, new quality is about services
c. Kano breaks down quality in to 4 catagories
d. In matrix data analysis factors are intertwined
e. Value analysis aims at reducing the cost of Purchased parts and improve their performance.
f. Undesirable variations in quality characteristics can arise during productions
g. Dr. Edwards Deming contributed significantly in promoting quality concepts in American industry
h. Customer focus and satisfaction as one of the 7 pillars of Baldrige quality frame work carries 7.5% weightage
Q 4. Fill in the blanks
a. Employee investment involves changing organizational
b. Continuous improvement refer to incremental and
c. McKinney's 7s model includes 3hard and 4
d. Total quality is seen by employees as just another programme
e. Scatter diagrams are graphical computes of analysis
f. Crosby's steps in Quality Improvement plan
g. Very good after-sales-services attracts customer
h. was regarded as Quality guru
PART B 48 marks
Attempt any three. Each Question carry 16 marks
Q5. Explain the various characteristics of a creative problem solving process
Q6. Outline various quality costs in service organization
Q7. What are the processes of inspection?
Q8. Why some quality improvement efforts fail?
Q9. What are the methods of evaluating vendors?
Part C
(compulsory)
Q. 10 Answer case study 20 marks
Philips India Ltd., a MNC is from Dutch with a major plant in India. The company is having a sound corporate brand image and various electronic product mix. The company has got a sound consumer bare for its quality through it is expensive them the competitors. It operates through forward integration with its own authorized dealers network.
In 1990 labour arrest started in Calcutta plant seeking for hike in salary and other facilities. The labour arrest led to closing of the plant at any time. In 1955, the management implemented TQM and total employees Involvement involving empowering and motivating. The management implemented ISO 9000 benchmarking. The labour union also participated in the bench marking process by way of micro and macro level teams formation and shouldered responsibility and accountability.
By 1995 the Philips Calcutta plan became a model factory for its major competitors to envy on its operations and turn around. Various quality standards adopted in the factory to achieve the European Quality Award. It also obtained EMS (Environmental Management Systems)/ 4001.
The company has benefited from five management principles for its revival
1. Mission Statement 2. Revolve around value 3. Trustworthiness
4. team effort 5. Continuous motivation
The continuous improvement through structured Kaizen was adopted for day to day quality improvement. Cross functional teams were formed to know the areas of improvement at micro level
With the internal customer satisfaction through cross functional team, external customer demand and expectation in the market were fulfilled
Questions on Case study
a. Outline the various labour problems of Philips India Ltd.
b. What strategies had led to revive the plant and get European Quality Award?
c. What are the other areas the company could have brought about TQM?
d. How would you apply the TQM policy of the company to other electronic companies of India.