1. business and industrial
2. manufacturing

SHORT ANSWER QUESTIONS (KEY)
UNIT- I
1. Define quality.
Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs.
2. What do you mean by quality planning?
It is a strategic planning process in which quality is embedded in each and every step.
3. Define quality costs.
Those costs associated with the non-achievement of product / service quality as defined by the requirements
established by the organization and its contracts with customers and society.
4. Define TQM.
It is the management approach of an organization, centered on quality, based on the participation of all its
members and aiming at long term success through customer satisfaction, and benefits to all members of the organization
and to society.
5. List out any four barriers of TQM implementation.
 Lack of management commitment
 Lack of employees commitment
 Lack of effective communication
 Lack of continuous training and education.
6. What is vision statement?
It is a short declaration of what an organization aspires to be tomorrow.
7. What is mission statement?
It is a broad organizational goal, based on planning premises, which justifies an organization’s existence.
8. What is quality policy statement?
It is a guide for everyone in the organization as to how they should provide products and service to the
customers.
9. What is Quality Council?
It is a team to provide overall direction for achieving the total quality culture.
10. What do you mean by the term leadership?
It is the process of influencing the activities of an individual or a group towards the achievement of a goal in a
given situation.
11. What is strategic planning?
Strategic planning sets the long-term direction of the organization in which it wants to proceed in future.
12. What are the techniques commonly used for analyzing the quality costs?
 Trend Analysis
 Pareto Analysis.
13. List the categories of quality costs.
 Cost of Prevention
 Cost of appraisal
 Cost of internal failure
 Cost of external failure.
14. Differentiate quality inspection and quality control.
S.No.
Inspection
1.
It is a part of quality control
2.
Inspectors are mainly responsible for
inspection.
Quality Control
It is broad term. It involves inspection at
particular stages, but mere inspection does not
mean quality control
Everybody working in an organization is
responsible for quality of products, produced.
15. List out the different leadership roles required for effective teamwork.
 Producer role
 Coordinator role
 Mentor role
 Innovator role etc.,
UNIT - II
1. Who are internal and external customers?
 The customers inside the company are called internal customer.
 The customer outside the customer are called external customer.
2. What is meant by customer retention?
Customer Retention is the process of retaining the existing customers.
3. Define empowerment.
Empowerment is defined as an environment in which people have the ability, the confidence, and the commitment to take
the responsibility and ownership to improve the process and initiate the necessary steps to satisfy the customer
requirements within well-defined boundaries in order to achieve organizational values and goals.
4. Define team and teamwork.
Team: A team can be defined as a group of people Working together to achieve common objectives or goals.
Teamwork: It is the cumulative actions of the team during which each member of the team subordinates his individual
interests and opinions to fulfill the objectives or goals of the group.
5. What is performance appraisal?
Performance Appraisal is a systematic and objective assessment or evaluation of performance and contribution
an individual.
of
6. What is PDSA cycle?
P – Plan, D-Do, S-Study, A-Act
7. What is 5S practice?
5S stands for SEIRI, SEITON, SEISO, SEIKETSU, and SHITSUKE.
8. What is Kaizen?
Kaizen is the process of continuous improvements in small increments that make the process more efficient, effective,
controllable, and adequate.
9. What do you mean by rewards?
Reward is a tangible one, such as increased salaries, commissions, cash bonus, gain sharing, etc. to promote desirable
behavior.
10. Define partnering.
Partnering is defined as a continuing leadership, between a buying firm and supplying firm, involving a commitment over
an extended time period, an exchange of information, and acknowledgement of risks and rewards of the leadership.
11. What is meant by motivation?
Motivation is the process of inducing people inner drives and action towards certain goals and committing his energies to
achieve these goals.
12. What is supplier rating?
A supplier rating system, also referred as a scorecard system, is used to obtain an overall rating of supplier performance.
13. What is MBNQA?
The MBNQA is an annual award given to recognize US Organizations for performance excellence. This award is
used to measure TQM efforts on an annual basis.
14. What are the types of sourcing?
i)
Sole sourcing
ii)
Multiple Sourcing
iii)
Single Sourcing
iv)
15. What are the three elements of Juran Trilogy?
 Quality planning
 Quality control
 Quality improvement
UNIT - III
16. What are the seven tools of quality?
 Pareto diagram.
 Process flow diagram.
 Cause and effect diagram.
 Check sheets.
 Control chart
 Graph
 Scattered diagram
17. Define Pareto diagram.
The technique of arranging data according to is importance and then typing it to a problem solving frame work is called
“pareto analysis”
18. Define process flow diagram.
A process chart records the sequence of operations with the process graphically or diagrammatically.
19. Define cause and effect diagram.
Cause and effect diagram is a systematic way of listing down all the possible contributing factors of a quality
problem.
20. What are the types of check sheets?
 Process distribution check sheet
 Defective item check sheet
 Defective location check sheet
 Defective cause check sheet
21. Define histogram.
Histograms are used when two quality characteristics values are not continuous. One is the description and the
other is the quality characteristics value of it.
22. Define run chart.
Run chart is a very simple technique for analyzing the process in development stage or for that matter when
other charting techniques are not applicable.
23. What are the different types of control charts?
 Control charts for variable
 Control chart for attribute
24. What are the types of variable control chart?
X chart, R chart, C chart and P chart.
25. Define process capability.
Process capability refers to ability of a process to produce uniform product with very low variation.
26. Define fraction defective?
This may be defining as the ratio of the number of non conforming articles found in any inspection to the total
number of article inspected. Fraction defective or fraction rejected is always expressed as a decimal fraction value.
27. Name any four steps involved in six sigma?
There are eight steps in implementing six sigma they are recognize, define , measure, analyze, improve, control,
standardize , integrate.
28. Define none conforming.
A non –conforming item that is some way fails to conform to one or more given specifications. Every nonconforming item contains one or more non- conformities.
29. Define chart sensitivity.
Sensitivity in general is quickness with which a system response to a small change in the process. Hence chart
sensitivity is ability of the control chart to response quickly to the assignable cause for a small process deviation or
process shift.
30. List out seven management tools.
 Affinity diagram
 Matrix diagram
 Matrix data analysis
 Relation diagram
 Tree diagram
 Process decision program chart
 Activity network diagram
UNIT- IV
31. Define bench marking.
Bench marking is the continuous process of measuring products, services and practices against the toughest
competitors or those companies that are recognized as industry leaders.
32. What do you understand by the term “QFD”?
QFD is a unique system for developing new products which aims to assure quality expected and thereby
satisfaction to the customer’s right from the first lot sent to the market.
33. What is house of quality?
QFD uses a series of matrix diagrams, known as quality tables. They resemble connected houses in shape,
because of which it is called house of quality.
34. How does Taguchi’s define quality?
Taguchi’s definition of quality is “The loss imparted by the product to the society from the time the product was
shipped”.
35. Write down the formula for calculating overall equipment effectiveness.
Overall equipment effectiveness=Availability (performance efficiency (rate of quality products)).
36. What are improvement needs?
Improvement of design parameters based on experience, additional control system for timely detection of
problems etc. This improvement of design parameters based on experience, and additional control system for timely
detection of problems etc. are known as improvement needs.
37. What is meant by FMEA?
Failure Mode Effect Analysis is a risk analysis technique. It is used to predict and prevent failures.
38. What is Tero technology?
Tero technology is the integration of interrelated activities such as application of managerial, financial
engineering and all other skills to extend the life and efficiency of machinery.
39. What is the ultimate aim of FMEA?
The ultimate aim of FMEA is to predict possible failures and prevent them from occurring. FMEA is used to
predict failure and also to eliminate the causes of predicted failures.
40. How are FMEA classified?
(i)System FMEA (ii) Design FMEA (iii) Process FMEA
(iv) Service FMEA
(v) Equipment FMEA
(vi) Maintenance FMEA
(vii)Concept FMEA
(viii) Environmental FMEA
41. What are the inputs needed for an FMEA and also list the benefits of FMEA?
(a) Product reliability is increased.
(b) Customer satisfaction is increased.
(c) Identification, elimination of potential process failure modes.
(d) Deficiencies in product can be prioritized.
42. Write any two advantages of the QFD Approach.
 It integrates at a system level, different departmental activities through common task requirements.
 This minimizes deviation from customer wants throughout the product design and production cycle.
43. List the four phases of product development in QFD process.
 Product planning
 Product development
 Process planning
 Production planning.
44. List the benefits of QFD.
 It determines customer demand
 Improves customer satisfaction
 Promotes team work and
 It brings out a product “right first time”.
45. List the different types of maintenance.
(i)
Break down maintenance
(ii)
Routine maintenance
(iii)
Preventive maintenance
(iv)
Predictive maintenance.
UNIT - V
46. What do you mean by the term quality system?
The quality systems are the organizational structure, responsibilities, procedure, processes and resources for
implementing quality management.
47. What is ISO?
It is a specialized agency for standardization. The primary objective of ISO is coordination and unification of
international standards.
48. What are ISO 9000 and ISO 14000?
ISO 9000 has become an international reference for quality management requirements in business-to-business
dealings.
ISO 14000 is for environmental management requirements.
49. What are the ISO 9000 Standards?
These are a collection of formal international standards, technical, reports, handbooks and web based
documents on quality management and quality assurance.
50. Write down the necessity for documentation?
 It is the pre-requisite for implementing quality system.
 Serves as a reference for the management.
51. Define Quality Auditing.
A systematic and independent examination to determine whether quality activities and related results comply
with planned arrangement, whether these arrangements are implemented effectively and whether these are suitable to
achieve objectives.
52. What is QS 9000?
It is to develop fundamental quality systems based on continuous improvement, direct prevention, reduction of
variation and waste elimination in the automobiles supply chain.
53. What is meant by environmental policy?
The environmental policy address the following issues,
 Management commitment to continual improvement
 Prevention of pollution
 Compliance with environmental laws and regulation, cooperation with public authorities.
 Creating a framework for setting objectives.
54. What is the purpose of EMS Audit?
The purpose of EMS Audit is to ensure that the EMS conforms to plans.
55. What are the types of audit?
 First party audit
 Second party audit
 Third party audit
56. What are the benefits of documentation?
 It regularizes the method of performing the day-to-day activities.
 It provides formats for standardizing practices.
 It provides reference for assessing degree of enforcement in practice.
 It facilitates trouble shooting for tracing back on the processes.
57. What are the objectives of quality audits?
 To determine the conformity or non-conformity of the quality system elements with regard to specified
requirements.
 To determine the effectiveness of the implemented quality system in meeting specified quality objectives.
58. What is the function of ISO 9000 family?
The ISO 9000 family is primarily concerned with “Quality Management”. This means what the organization does
to fulfil:
 The customer’s quality requirements
 Applicable regulatory requirements, while aiming to enhance customer satisfaction.
59. What are the ISO 9000 Standards?
The ISO 9000 Standards are a collection of formal international standards, technical reports, handbooks and web
based documents on quality management and quality assurance.
60. List the stages of an audit.
 Audit Planning
 Audit performance
 Audit reporting
 Audit follow-up.
ESSAY TYPE QUESTIONS
UNIT - I
1. Describe the evolution and historical review of TQM.
 Quality (2)
 Quality control (2)
 Statistical quality control (3)
 Total Quality Control (3)


Quality Assurance (3)
Total Quality Management (3)
2. Explain the dimensions of quality with suitable examples. (16)
 performance
 features
 conformance
 reliability
 durability
 services
 response
 aesthetics
 Reputation
3. Describe about quality planning and quality cost with its analysis techniques.
Quality Planning (2)
It is a strategic planning process in which quality is embedded in each and every step.
Steps (6)
 Identifying the customer
 Discover the customers need
 Translate them into your language
 Develop a product that can respond to the needs
 Develop process which are able to produce those product features
 Prove that the process can produce the product
 Translate the resulting plan with operating forms.
Quality costs. (2)
Those costs associated with the non-achievement of product / service quality as defined by the requirements
established by the organization and its contracts with customers and society.
Elements (4)
 Prevention cost
 Appraisal cost
 Internal failure cost
 External failure cost
Analyzing Techniques (4)
 Trend Analysis
 Pareto Analysis
4. Enumerate leadership concepts and role of senior management.
Meaning (2)
Leadership is the process of influencing others towards the accomplishment of goals.
Characteristics (6)
 Being proactive
 Beginning with the end in mind
 Putting first thing first
 Thinking win-win
 Seeking first to understand then to be understood
 Gathering people together for teamwork
 Renewing
Role of senior management (8)
 Set policies
 Establish priority of quality








TQM Vision
Study and investigate TQM concepts and issues.
Coaches and cheer leaders
Stimulate employees’ involvement
TQM Training Program
Create Coordination with department
Create trust
Decision making and problem solving at all levels
5. Explain Deming’s Principle. (16)
 Create consistency of purpose
 Adopt the new philosophy
 Cease dependence on inspection to achieve quality
 Improve constantly
 End the practice of awarding business on the basis of price tag
 Institute training
 Drive out fear
 Break down barriers between departments
 Eliminate exhortations, targets
 Eliminate work standards
 Remove barriers to pride of workmanship
 Institute education and self-improvement
 Accomplish the transformation
 Institute leadership
6. Enumerate,
o Quality council (6)
It is a team to provide overall direction for achieving the total quality culture.
o
o
Quality statements (6)
 Vision
 Mission
 Quality policy
Barriers to TQM Implementation. (4)
 Lack of management commitment
 Lack of employees commitment
 Lack of effective communication
 Lack of continuous training and education.
UNIT – II
1. Describe about customer satisfaction with respect to perception, retention and services.
Customer satisfaction (2)
Quality is a measure of customer satisfaction
Types of customers (2)
 Internal customers
 External customers
Customer perception (6)
 Performance
 Features
 Service
 Warranty
 Price
 Reputation
Customer retention (3)
It is the process of retaining the existing customers.
Customer service (3)
 Organization
 Customer care
 Communication
 Front-line people
 Leadership
2. Explain the employee involvement in TQM. (16)
 Employee motivation
 Employee empowerment
 Teams and Team work
 Recognition and Reward
 Performance appraisal
3. Explain the concept of Juran Trilogy, PDSA Cycle.
Juran Trilogy (8)
o Quality Planning
o Quality control
o Quality Improvement
PDSA Cycle (8)
 Plan
 Do
 Study
 Act
4. Elaborate Kaizen and 5S concepts.
Kaizen (8)
 Process driven
 Total employee involvement
 Standardization
 Quality assurance, control
 Good labour management relations
 Reducing waste
 Customer orientation
 Effective leadership
 Visibility and control
 Adaptability to change
5S (8)
 SEIRI
 SEITON
 SEISO
 SEIKETSU
 SHITSUKE
5. Describe about supplier partnership in detail.
Supplier partnering (3)
Partnering is defined as a continuing leadership, between a buying firm and supplying firm, involving a
commitment over an extended time period, an exchange of information, and acknowledgement of risks and rewards of the
leadership.
Supplier Sourcing (3)
 Sole sourcing
 Multiple sourcing
 Single sourcing
Supplier selection (3)
 Survey
 Enquiry
 Negotiation
 Experience
Supplier rating (4)
 Quality
 Performance
 Price
 Production capability
Supplier relationship (3)
 Inspection
 Training
 Team approach
 Recognition
6. Explain performance measures and its strategies.
Indicators (10)
 Customers
 Production
 Supplier
 Research and development
 Human resources
 Marketing / sales
 Administration
Strategies (6)
 Quality
 Throughput time
 Productivity
 Added value
UNIT- III
7. Explain the seven tools of quality? (16)
 Pareto diagram.
 Process flow diagram.
 Cause and effect diagram.
 Check sheets.
 Control chart
 Graph
 Scattered diagram
8. Explain six sigma.
Meaning and Concept (6)
Six sigma stands for six standard deviation from mean.
Approaches (10)
 Define
 Measure
 Analyze
 Improve
 Control
9. Explain about process capability?
Definition (2)
Process capability may be defined as the minimum spread of a specific measurement variation which will include
99.7% of measurements from the given process
Methods (8)
 Calculate the average X and range R of Each sample.
 Calculate the grand Average X. this measures centering of the process
 Calculate the control limits and X and R chart. These control charts measure the stability of the process
 Calculate the process capability.
Measures (6)
 Process capability index Cp.
 Interpretation of Cp.
 Process capability index Cpk.
 Interpretation of Cpk.
10. Explain about the control chart for variable and attribute?
Control chart for variable (10)
 X chart,
 R chart,
 C chart and
 P chart.
Control chart for attribute (6)
 Sampling
11. Briefly describe seven new management tools? (16)
 Affinity diagram
 Matrix diagram
 Matrix data analysis
 Relation diagram
 Tree diagram
 Process decision program chart
 Activity network diagram
12. Explain briefly about statistical fundamentals? (16)
 Measure of central tendency
 Measure of dispersion
 Population and sample
 Normal curve
UNIT – IV
13. Explain the concept of Benchmarking.
Meaning (2)
Bench marking is the continuous process of measuring products, services and practices against the toughest
competitors or those companies that are recognized as industry leaders.
The key reasons (4)
(i)
Becoming competitive
(ii)
Industry best practices
(iii)
Establishing effective goals and objectives
(iv)
Meeting customer requirements
(v)
Developing true measures of productivity.
Different types of bench marking (6)
(i)
Product bench marking
(ii)
Performance bench marking
(iii)
Process bench marking and
(iv)
Strategic bench marking
Process (4)
 Planning
 Analysis
 Integration
 Action
 Maturity
14. Describe Quality Function Deployment.
Meaning (2)
It is a latest approach to product design.
House of Quality (7)
 Customer requirements
 Prioritization
 Technical descriptors
 Relationship matrix
 Trade-off matrix
 Prioritized technical descriptors
QFD Process (7)
 Product planning
 Development
 Process planning
 Production planning
15. What is the concept behind TPM?
Meaning (2)
It is the activity to ensure the physical assets to continue to do what their users wanted to do.
Types (4)
 Corrective maintenance
 Scheduled maintenance
 Preventive maintenance
 Predictive maintenance
Steps for TPM Development (10)
 Preparation stage
 Preliminary implementation stage
 TPM implementation Stage
 Stabilization stage
16. What are the four main stages in FMEA? Explain it.
Meaning (2)
FMEA also known as risk analysis is a preventive measure to systematically display the causes, effects and possible
actions regarding observed failures.
Types (4)
 System
 Design
 Process
 Service
 Equipment
 Maintenance
 Concept
 Environmental
Procedure (10)
 Describe the product
 Create a block diagram
 Complete the header
 List product
 Identify failure modes
 Describe the potential failure effects
 Establish numerical ranks etc.,
17. Explain the Taguchi Quality Loss Function. (16)
 Taguchi loss function
 The philosophy of off-line quality control
 Innovations in the design of experiments
UNIT - V
18. Explain the ISO 9000: 2000 Quality System.
Definition and concept (4)
It is a specialized agency for standardization. The primary objective of ISO is coordination and unification of
international standards.
Need (12)
 Improve employee involvement
 Improve housekeeping
 Improved decision making
 Improved customer satisfaction etc.,
19. Describe the elements and implementation of Quality System.
Elements (8)
 Management responsibility
 Quality system
 Contract review
 Design control
 Document control
 Purchasing
 Product identification and traceability
 Process control
 Inspection and training etc.,
Implementation (8)





Top management commitment
Appoint the management representative
Training
Time schedule
Write the documents etc,
20. Elaborate Documentation and its benefits.
To be prepared (8)
 Quality policy manual
 Quality system procedure
 Work instruction
 Records/ formats/ forms
Benefits (8)
 Regularizes the method of performing the day-to-day activities.
 It provides formats for standardizing practices.
 It provides references etc.,
21. Explain about Quality Auditing.
Meaning (2)
It should be carried out in order to verify whether a quality system is effective and suitable
Types (6)
 Internal
 Second party
 Third party
Stages (8)
 Audit planning
 Audit performance
 Audit reporting
 Audit follow-up
22. Explain ISO 14000 Concept, Requirements and benefits.
Concept (4)
Environmental Management System Model
Requirements (8)
 General requirements
 Environmental policy
 Environmental aspects
 Legal aspects
 Objectives and targets etc.,
Benefits (4)
 Global benefits
 Organization benefits.