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Q1) What is TQM? State the objectives and benefits of TQM ?

Total quality management (TQM) is a business management strategy aimed at embedding

awareness of quality in all organizational processes. TQM has been widely used inmanufacturing, education, hospitals, call centers, government, and service industries, as well

as NASA space and science programs

Total Quality Management (TQM) is a structured system for meeting and exceeding

customer needs and expectations by creating organization-wide participation in the planning

and implementation of improvement (continuous and breakthrough) processes

Total: Involve all functions to have customer focus and give reliable delivery of

product+service in line with customers expectations at lowest cost

Quality: Design and manufacture the product+service to achieve zero defect and 100%

customer satisfaction

Management: Lead to achieve quality for customers by communicating the vision, mission

and values to all employees and creating continuous improvement culture

OBJECTIVES OF TQM

100% Customer Satisfaction

Zero Defects

Continuous Improvement Culture

BENEFITS OF TQM

Ability to be more competitive

Improved market share

Cost reduction

Increased flexibility and responsiveness

Simplified processes

Improved communications

More satisfaction among the workforce

Q2)What are Quality management systems?

The quality of the product is checked to see the variation

The control in variation wrt the design spec/dimension is aimed at

More the variation, poorer the quality

Less the variation better the quality

The analysis of variations ( control charts) give direction for the action to be taken to control

the variation

Quality Plan (Quality Assurance Plan)

A Quality plan is a document specifying the quality management system elements and the

resources to be applied in a specific case

Activities to be considered are:

Product spec,quality and delivery requirements, how the product/service is created and resources

required,quality verification and records to be kept to demonstrate conformity


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Q3) State eight building blocks of TQM?

1. Ethics

2. Integrity

3. Trust

4.

Training5.

Teamwork

6.

Leadership

7. Recognition

8. Communication

Q4) State 10 steps of TQM?

1.

Set company strategy, values and culture

2. Identify the customers and understand their expectations

3.

Define their specific needs

4.

Build the quality in the process from the begining(advocate prevention & not correction)5. Reduce chronic waste

6. Reduce variation

7.

All levels of the organization must be involved/trained

8.

Continually improve the quality of product or service

9.

Use structured methodology for process improvement

10.Use a balanced approach

Q5) What is TPM and explain TPM awards?

TOTAL PRODUCTIVE MAINTENANCE

TPM , developed in Japan, is a scientific company wide approach in which every employee isconcerned about the maintenance , quality and efficiency of the equipment

The objective is to reduce the whole life cost of equipment through more efficient

maintenance management and to integrate the maintenance and manufacturing functions

Teamwork is a key element of TPM

Analysis of each equipment focuses on reduction of manufacturing losses and costs

TPM aims to achieve improvements in cost, quality and speed (productivity)

This is equivalent to TQM (reduces variations due to automation)

TPM addresses six big losses reduced yield process defects reduced speed idling and

minor stoppages setup and adjustment equipment failure

TPM AWARDS Effective 1971, the factories which displayed remarkable achievement in plant maintenance

were given this award

Effective 1989, the factories which have achieved company-wide efficiency & productivity by

adopting company-wide TPM are given this award

FIVE PILLARS OF TPM

1. Quality Integration (Process capability- Cpk)

2. New Equipment Management (design)

3. Autonomous Maintenance (military like)

4. Planned Maintenance (reduce unplanned)

5. Equipment Improvement (productivity


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Q6) 14 points of Demings philosophy?

1. Create and publish statement of the aims and purpose for improvements

2. Adopt new philosophies

3. Do not depend on inspection for quality

4.

End the practice of contract to lowest bidder5.

Continuously improve the system of production and service

6.

Institute training on the job

7. Teach and institute leadership

8. Drive out fear, create trust and climate for innovation

9. Direct all efforts to aims and purposes of co.

10. Estimate targets for workforce

11. Eliminate quotas and institute methods of improvements

12. Eliminate annual rating and merit system

13. Encourage education and self improvement

14. Action to accomplish the transformation

Q7) CROSBYS 14 STEPS (BORN 1926)

1. Commitment of top Management

2.

Quality improvement teams

3.

Establish Quality measurement

4. Estimate Cost of quality

5. Spread Quality Awareness

6.

Identify opportunities for improvement

7. Committee for Zero defect monitoring

8. Employee education9. Zero defect day

10. Goal setting

11. Error cause removal

12. Recognition

13. Quality councils

14. Do it all again


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Q8) PRINCIPLES OF TQM ?

1.Customer Focussed Organization

Understand customer needs and expectations for products, delivery, price, dependability,

etc.

Ensure a balanced approach among customers and other stake holders (owners, people,

suppliers, local communities and society at large) needs and expectations. Communicate these needs and expectations throughout the organisation.

Measure customer satisfaction & act on results,

Manage customer relationships

2. Leadership

Be proactive and lead by example.

Understand and respond to changes in the external environment.

Consider the needs of all stake holders including customers, owners, people, suppliers, local

communities and society at large.

Establish a clear vision of the organisation's future.

Establish shared values and ethical role models at all levels of the organisation. Build trust and eliminate fear.

Provide people with the required resources and freedom to act with responsibility and

accountability.

Inspire, encourage and recognise people's contributions.

Promote open and honest communication.

Educate, train and coach people.

Set challenging goals and targets, and

Implement a strategy to achieve these goals and targets.

3. Involvement of People

Accept ownership and responsibility to solve problems. Actively seek opportunities to make improvements, and enhance competencies, knowledge

and experience.

Freely share knowledge & experience in teams.

Focus on the creation of value for customers.

Be innovative in furthering the organisations objectives.

Improve the way of representing the organisation to customers, local communities and

society at large.

Help people derive satisfaction from their work, and

Make people enthusiastic and proud to be part of the organisation.

4. Process Approach Define the process to achieve the desired result.

Identify and measure the inputs and outputs of the process.

Identify the interfaces of the process with the functions of the organisation.

Evaluate possible risks, consequences and impacts of processes on customers, suppliers and

other stake holders of the process.

Establish clear responsibility, authority, and accountability for managing the process.

Identify internal and external customers, suppliers and other stake holders of the process

When designing processes, consider process steps, activities, flows, control measures,

training needs, equipment, methods, information, materials and other resources to achieve

the desired result.

5. System Approach to Management


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Define the system by identifying or developing the processes that affect a given objective.

Structure the system to achieve the objective in the most efficient way.

Understand the interdependencies among the processes of the system.

Continually improve the system through measurement and evaluation, and

Estimate the resource requirements and establish resource constraints prior to action.

6. Continual Improvements

Make continual improvement of products, processes and systems an objective for every

individual in the organisation.

Apply the basic improvement concepts of incremental improvement and breakthrough

improvement.

Use periodic assessments against established criteria of excellence to identify areas for

potential improvement.

Continually improve the efficiency and effectiveness of all processes.

Promote prevention based activities.

Provide every member of the organisation with appropriate education and training, on the

methods and tools of continual improvement such as the Plan-Do-Check-Act cycle , problemsolving , process re-engineering, and process innovation.

Establish measures and goals to guide and track improvements,and

Recognise improvements.

7. Factual Approach to Decision Making

Take measurements and collect data and information relevant to the objective.

Ensure that the data and information are sufficiently accurate, reliable and accessible.

Analyse the data and information using valid methods.

Understand the value of appropriate statistical techniques, and

Make decisions and take action based on the results of logical analysis balanced with

experience and intuition.

8. Supplier Relationship

Identify and select key suppliers.

Establish supplier relationships that balance short-term gains with long-term considerations

for the organisation and society at large.

Create clear and open communications.

Initiate joint development and improvement of products and processes.

Jointly establish a clear understanding of customers' needs.

Share information and future plans, and

Recognise supplier improvements and achievements


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Q9) JURANS PHILOSOPHY(1904-2008)

Quality = fitness for use by the customer

Jurans Triology: (Quality oriented Principles)

1. Quality Planning

2.

Quality Control

3. Quality improvement

STEPS OF QUALITY CONTROL

Setting Quality standards

Apraising conformance to these standards

Acting when standards are exceeded

Planning for improvements in standards

QUALITY ASSURANCE

Definition :

For the customer to buy the product/service with confidence and use it for a long time with easeand satisfaction, the manufacturer has to give assurance and also give evidence that the product will

not fail

STEPS OF QUALITY ASSURANCE

Develop quality plans

Carryout vendor quality surveys

Carryout product quality audits

Review disposition of non-conforming products

Initiate customers future needs

Co-ordinate document control activity

Upgrade inspection records

Q10) QUALITY CIRCLES

QC is a small group of employees working on similar jobs, mostly at worker level to perform

quality control and improvement activities within their workplace

These groups work on continuous improvements as a part of company wide activity

This was started in Japan in 1962 in line with the conviction of Ishikawa that the workers can

significantly contribute to improve quality and productivity

Japan attributes phenomenal growth in 1960-1970 to QC

BASIC OBJECTIVES:

1.

Wider contribution towards improvement and development of the enterprise

2. Respecting humanity and building a happy and cheerful workplace

3.

Exploiting human capabilities fully and drawing out infinite possibilities

Q11) 5 S PRACTICES

1. Seiri : separate out needed items

2. Seiton: organize workplace for faster retrieval (fix place for each item)

3. Seison: sweeping/cleaning around work area

4.

Seiketsu: keep everything clean for constant state of readiness

5.

Shitsuke: Everyone must understand and practice the rules in the plant


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Q12) What is BPR? Why is it necessary to initiate this before we start ISO 9000?

BPR is a management approach aiming at improvements by identifying and implementing new ways

of carrying out work. Thus elevating efficiency and effectiveness of the processes that exist within

and across the organization

STEPS OF BPR

Develop the business Vision and process objectives such as cost reduction, time reduction,

output quality imrovement etc.

Identify the business processes to be redesigned (challenge old processes)

Evaluate old processes to avoid repetition of old mistakes

Identify IT levers: awareness of IT capabilities can influence BPR process Design and build new

process

It is necessary to implement BPR befote starting an application for ISO 9000 as it has certain

standards which are as follows:

ISO 9000 is a series of International stds

To be used by the cos. wanting to implement in house quality systems These stds are developed by international organization for standardization (ISO)

These promote international trade by providing one consistent set of requirements recognized

around the world

Q13) What is COQ? How do we bring down the COQ?

Prevention Cost.investment cost

Appraisal CostInspection & Analysis

Internal CostScrap and rework

External CostCustomer ComplaintsProduct Recalls and

Returns

Q14) What is six sigma?

Six Sigma- (The statistical Representation) is a process of Quality measurement, which helps the

organization in the improvement of their Quality

Six Sigma is a systematical process which helps the organization to eleminate the defects which

prevent it from reaching perfection

Six Sigma ensures the QC, TQM and Zero Defect

When a process attains six sigma level it means that there is no room for the product to fail

Six sigma is professionalizing of the Quality Management functions


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Q15) Explain Malcolm Baldrige award

This annual award was introduced in US in 1987 to recognize US companies for Business

Excellence and Quality achievement. The objectives were :

1. To promote awareness of Quality

2.

To understand requirements for Performance Excellence

3.

Sharing of successful practices with other companies

Important Roles:

1. Improve performance practices and capabilities

2. Sharing of best practices

3.

Serve as a working tool for managing performance, planning, training and assessment

4. Improvement of overall co. performance

Award examines the quality of the organization in 7 categories: (100 marks each)

1.

Leadership

2. Information and Analysis

3. Strategic Planning

4.

Human Resource Development & mgmt

5. Process Management (Improvements)

6. Business Results (Improvements)

7.

Customer Focus and Satisfaction

Q16) what are the Techniques used in TQM?

Total Employee Involvement :

Kaizen, SGA, Quality Circles, KBP/BPR,

customer satisfaction surveys, Training

Just in Time/ Waste Elemination :

TPM, Zero Defect, supplier Partnership

Total Quality Control: TQC is applicable to all functions, use of 7 QC Tools, use of SPC/SQC

and PDCA, ISO 9000, Six Sigma, ISO 14000, understand the processes critical to quality (CTQ)

Q17) State the factors affecting product and service Quality seperately

1. Men

2.

Materials3.

Machines

4. Manufacturing conditions

5. Manufacturing process

6. Capability to invest money

7. Management commitment to Quality

8.

Product design (Tangible and *Intangible)

9.

After sales service (*Safety and Reliability)

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