INDIAN INSTITUTE OF MATERIALS MANAGEMENT
Post Graduate Diploma in Materials Management
Paper 18.E
Total Quality Management
Date 17.06.2017 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. Fill in the blanks. (Do not reproduce the statement)
The key to an effective TQM programme is its focus on
Service quality includes both services and facilities services.
Pareto analysis helps in of areas for improvement.
quality is the quality that the customer does not appreciate.
is the length of time that a product is used before its fails.
A is defined as a system of external conditions that produces dissatisfaction.
A diagram graphically illustrates the relationship between variables.
Design of experiments is an quality control method.
Q.2. State True or False. (Do not reproduce the statement)
TQM requires a cultural change.
Features are essential attributes of a product.
Planning for quality must always start with the product attributes.
Employee empowerment can be achieved through job enrichment.
Quality is a means to an end.
Small q approach to quality goes beyond the product.
House quality gives top management strategic direction.
A company can achieve sustainable advantage through benchmarking.
June 2017
Q.3. Match A and B
A B
Check sheet chance causes
Warranty claim compliance
Statistical control data collection
Self audit External failure
Quality trilogy Surprises customer
Exciting quality Juran
DFM Participative Theory Z Modular design
Q.4. Expand the following
CDEAC
PDPC
QFD
COQ
ZQC
OCC
USL
GPNQA
PART B 48 marks
Attempt any three. Each Question carry 16 marks)
Q.5. Explain the axioms of TQM culture.
Explain Design for Manufacture.
Q.6. Explain Crosby's absolutes of quality and six Cs.
What are the dimensions of product quality?
Q.7. Explain the 7 QC tools.
What are Deming's contribution to TQM?
Q.8. Explain the classifications of Quality costs with examples.
Explain the steps in audit execution.
Q.9. Write short notes on any four
Outsourcing
Contributions of Ishikawa
Affinity diagram
Benchmarking
Sampling plans
Deming prize
Part C
(compulsory)
Q. 10 Study the case carefully and answer the questions 20 marks
Total quality principles and tools have been woven into every fabric of how we do business at
Procter &Gamble. In my view, two of the most powerful aspects of total quality within P&G have
been process improvement and measurement systems.
Process measurement taught us that all parts of logistics are interrelated processes, not stand-alone functions. In response to this P&G completely reorganized the company, creating new organization Product Supply. We broke down the traditional organizational hierarchy of manufacturing, engineering, distribution, and purchases. This has had a tremendous positive effect on the way we interact with each other and on how we view our work.
We also introduced measurement system to virtually every process within Product Supply. For example, all over the world, P&G employees are measuring customer satisfaction through tracking of "perfect orders." Total order management, as we know it, monitors our logistics performance from the time an order is generated until it is billed to the customer.
The quality thinking is building a high degree of reliability throughout our entire delivery system. The measures are included in our carrier performance standards and shared openly with our carriers. This helps them gain a clear understanding of our strategies and what is expected from them. The top carriers soon develop their own measures and present this to us on a regular basis.
We have learned that data are the most powerful tools we have. Without data, you are just another person with an opinion.
Questions:
How the principles of TQM are deployed in
How system thinking was introduced in
Evaluate how tracking of perfect orders improves organizational performance?
In your opinion how important is data to an organization.