1. Define quality. or how can
quality be quantified
Quality is defined as the degree
to which a set of inherent characteristics fulfills
requirements
.Degree means that quality that can be used with adjectives such as poor, good
and excellent. Inherent is defined as existing in something especially as a
permanent characteristic. Characteristic can be quantitative or qualitative.
Requirements is a need or expectation that is stated, generally implied by the
organization, its customers, and other interested parties. Quality fulfills or
exceeds our expectations. It is quantified as
Q = P/E
Q – Quality
P –
Performance
E –
Expectations.
It is also defined as the degree
of excellence a product or service provides.
According
to Deming “It is the predictable degree of uniformity,
at low cost and suited to the market”.
According to Joseph Juran “Quality is fitness for use”.
According to Philip B. Crosby “Quality is conformance to
requirements”.
• What are
the Dimensions of Quality?
• Features
• Conformance
• Reliability
• Durability
• Service
• Response
• Aesthetics
• Reputation
3.Give the
Basic Concepts of TQM?
•
A committed and involved management to provide long-term top-to-bottom
organizational support.
• An
unwavering focuses on the customer, both internally and externally.
• Effective
involvement and utilization of the entire work force.
• Continuous
improvement of the business and production process.
• Treating
suppliers as partners.
• Establish
performance measures for the processes.
4. What
are the elements of TQM?
I.TQM principles and practices 1.Leadership
2.Customer focus 3.Employee involvement
4.Supplier
Partnership
5.Continuous
Process Improvement
6.Performance
measures
II.TQM
tools and techniques
1.Seven
tools of quality
2.New
management tools
3. Six sigma
4.Benchmarking
5.FMEA
6.QFD
7
.TPM,.etc.
5. What
are four absolutes of quality observed by Crosby.
1. Conformance
to requirements not goodness
2. Quality
is preventive not appraisal.
3. Zero defects
not that’s close enough.
4. Measurement
of quality is the price of non-conformance, not indexes.
6. What are
the steps in Quality planning?
According to Juran the steps
included in Quality planning are:
1. Establish
quality goals.
2. Identify
customers.
3. Discover
customer needs.
4. Develop
product features.
5. Develop
process features.
6. Establish
process controls, transfer to operations.
7. What are
the dimensions of Quality?
The dimensions of Quality are:
1. Performance
– Primary
product characteristics such as the brightness of the picture.
2. Features –
Secondary characteristics, added features, such as remote control.
3. Conformance
– Meeting
specifications or industry standards.
4. Reliability
–
Consistency of performance over time, average time for the unit to fail.
5. Durability
– Useful
life includes repair.
6.
Service –
Resolution of problems and complaints, ease of repair.
7. Response – Human to
human interface, such as the courtesy of the dealer.
8. Aesthetics
– Sensory
characteristics such as exterior finish.
9. Reputation
– Past
performance and other intangibles, such as being ranked first.
8.What are
the four elements of ‘system of profound knowledge’described by deming.
1. Appreciation
for a system.
2. Knowledge
of statistical theory
3. Theory of
knowledge
4. Knowledge
of psychology.
9. Give the
taguchi’s definition of quality.
Quality
as loss imparted to society from the time the product is shipped.
10. Define TQM?
TQM is a
management philosophy which seeks to integrate all organizational functions
(marketing, finance, design, engineering, and production, customer service …) to focus
on meeting customer needs and organizational objectives. It views organizations
as a collection of processes. It maintains that organizations must strive to
continuously improve these processes by incorporating the knowledge and
experiences of workers.
The
Simple Objective of TQM “Do the right things, right
the first
time, every time.” Some Basic Tenets of TQM
1. The
customer determines quality.
2. Improving
quality requires the establishment of effective quality metrics. We must speak
with data not just opinions.
3. People
working within systems create quality.
4. Quality
is a moving target. It requires a commitment toward sustained continuous
improvement.
5. Prevention
not detection is the key to producing high quality. We must design quality into
products and reduce variability.
6. Top
Management must provide leadership and support for all quality initiatives.
11. What are the Points in Deming’s
Philosophy?
1. Create
constancy of purpose for improvement of products and service.
2. Adopt a
new philosophy: we are in a new economic age.
3. Cease
dependence upon inspection as a way to achieve quality.
4. End the
practice of awarding business based on price tag.
5. Constantly
improve the process of planning, production, and service- this system includes
people.
6. Institute
training on the job.
7. Institute
improved supervision (leadership)
8. Drive out
fear.
9. Break
down barriers between departments.
10.
Eliminate slogans/targets asking for increased
productivity without providing methods
11.
Eliminate numerical quotas.
12.
Remove barriers that stand between workers and
their pride of workmanship.
13.
Institute programs for education and retraining.
14.
Put all emphasis in the company to work to
accomplish the transformation.
12.
What are the three stages of taguchis product
developments?
1. System
design
2. Parameter
design
3. Tolerance
design
13.
What are the pillars of TQM?
1. Problem
solving
2. Interpersonel
skills
3. Team work
4. Quality
improvement process.
14.
Why it is difficult to change organizational
culture.
Influencing
external and internal environments make it difficult to change organizational
culture.
15. What are the barriers to TQM
?
The main barriers to TQM are as
follows :
i. Lack of
understanding of the TQM concept
ii. Absence
of visible support from senior & Top management
iii. Fear of
change
iv.Poor
internal communication
v. Heavy
work loads
vi.Nature of
organization
vii.Lack of
adequate education & training
viii. Limited
resources
ix. Irregularity
of the meetings
x. Delay in
implementation of the recommendation
xi.
Difficulties in evaluation
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