K.S.R.

COLLEGE OF ENGINEERING (Autonomous)

Department of Mechanical Engineering

Subject Name: TOTAL QUALITY MANAGEMENT

Subject Code: 16HS002 Year/Semester: IV/VIII
Course Outcomes: On completion of this course, the student will be able to
CO1 Explore TQM framework to improve the quality of the products and services.
CO2 Apply TQM principles for continuous process improvement.
CO3 Interpret statistical tools to control and improve the quality of the products and services.
CO4 Implement the tools and techniques to improve the quality concept.
CO5 Understand the quality system in manufacturing and service sectors.
Program Outcomes (POs) and Program Specific Outcomes (PSOs)

A. Program Outcomes (POs)

Engineering Graduates will be able to :
PO1 Engineering Knowledge: Apply the knowledge of mathematics, science, engineering fundamentals; and
an engineering specialization to the solution of complex engineering problems.
PO2 Problem Analysis: Identify, formulate, review research literature, and analyze complex engineering
problems reaching substantiated conclusions using first principles of mathematics, natural sciences, and
engineering sciences.
PO3 Design/Development of Solutions: Design solutions for complex engineering problems and design system
components or processes that meet the specified needs with appropriate consideration for the public health
and safety, and the cultural, societal, and environmental considerations.
PO4 Conduct investigations of complex problems: Use research-based knowledge and research methods
including design of experiments, analysis and interpretation of data, and synthesis of the information to
provide valid conclusions.
PO5 Modern Tool Usage: Create, select, and apply appropriate techniques, resources, and modern engineering
and IT tools including prediction and modeling to complex engineering activities with an understanding of
the limitations.
PO6 The Engineer and Society: Apply reasoning informed by the contextual knowledge to assess societal,
health, safety, legal and cultural issues and the consequent responsibilities relevant to the professional
engineering practice.
PO7 Environmental and Sustainability: Understand the impact of the professional engineering solutions in
societal and environmental contexts, and demonstrate the knowledge of, and need for sustainable
development.
PO8 Ethics: Apply ethical principles and commit to professional ethics and responsibilities and norms of the
engineering practice.
PO9 Individual and Team Work: Function effectively as an individual, and as a member or leader in diverse
teams, and in multidisciplinary settings.
PO10 Communication: Communicate effectively on complex engineering activities with the engineering
community and with society at large, such as, being able to comprehend and write effective reports and
design documentation, make effective presentations, and give and receive clear instructions.
PO11 Project Management and Finance: Demonstrate knowledge and understanding of the engineering and
management principles and apply these to one‟s own work, as a member and leader in a team, to manage
projects and in multidisciplinary environments.
PO12 Life-long Learning: Recognize the need for, and have the preparation and ability to engage in independent
and life-long learning in the broadest context of technological change.
B. B. Program Specific Outcomes (PSOs)
PSO1 Research Culture: Read Literature, do research on new mechanical engineering problems and publish the
results through patents, journals, conferences and symposium.
PSO2 Core Values: Contribute core universal values and social good to the community.

Programme Educational Objectives (PEOs)

 SUCCESSFUL CAREER: Identify, design and apply the technical skills to solve mechanical engineering
problems for enhancing the quality of life.
 LIFELONG LEARNING: Apply the modern tools and techniques to face the challenges in mechanical and related
engineering areas.
 SERVICE TO SOCIETY: Understand the responsibility, communicate and implement innovative ideas in
multidisciplinary teams ethically for uplifting the society.

DATE COURSE FACULTY H.O.D PRINCIPAL

 K.S.R. COLLEGE OF ENGINEERING (Autonomous) R 2016
SEMESTER - VIII
16HS002 TOTAL QUALITY MANAGEMENT L T P C
(Common to AU, CE, CS, EE, IT & ME) 3 0 0 3
Prerequisite: No Prerequisites are needed for enrolling into the course.

Objective :
 To understand the Total Quality Management concept, tools available to achieve quality in every process of operations.

UNIT - I INTRODUCTION [ 09 ]
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of manufacturing and service
quality - Basic concepts of TQM - Definition of TQM – TQM implementation steps – Quality council-Importance of
leadership and motivation in TQM - Contributions of Deming, Juran and Crosby – Barriers to TQM.
UNIT - II TQM PRINCIPLES [ 09 ]
Quality statements - Customer perception of quality – Customer complaints, Customer retention. Employee involvement ,
Empowerment, Team and Teamwork, Recognition and Reward - Continuous process improvement – Juran trilogy,
PDSA cycle, 5s, Kaizen - Supplier partnership – Partnering, Supplier selection, Supplier Rating.
UNIT - III STATISTICAL PROCESS CONTROL [ 09 ]
The seven traditional tools of quality – Measurement of central tendency and dispersion, population and sample, normal
curve, control chart (X,R,p) for variable and attributes, process capability - Seven new management tools – Six-sigma
Concepts.
UNIT - IV TQM TOOLS [ 09 ]
Bench marking – reason , process – Quality circles concepts - FMEA – stages, types– Quality Function Deployment
(QFD) – Taguchi quality loss function –TPM – concepts, improvement needs –Performance measures-criteria – Quality
Cost.
UNIT - V QUALITY SYSTEMS [ 09 ]
Need for ISO 9000 – ISO 9001-2008, ISO 14000 Quality System – elements, implementation, Documentation. Quality
auditing – concepts, requirements and benefits, non conformance report – Case studies of TQM implementation in
manufacturing and service sectors.
Total = 45 Periods
Course Outcomes: On completion of this course, the students will be able to
C01: Explore TQM framework to improve the quality of the products and services.
C02: Apply TQM principles for continuous process improvement.
C03: Interpret statistical tools to control and improve the quality of the products and services.
C04: Implement the tools and techniques to improve the quality concept.
C05: Understand the quality system in manufacturing and service sectors.

Text Book :
1. Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia,Third Edition, Indian Reprint (2006).
Reference Books :
1. Janakiraman,B and Gopal, R.K, “Total Quality Management – Text and Cases”,Prentice Hall (India) Pvt. Ltd., 2006.
2. Suganthi,L and Anand Samuel, “Total Quality Management”, Prentice Hall (India)Pvt. Ltd.,2006.
3. James R. Evans and William M. Lindsay, “The Management and Control of Quality”,6th Edition, South-Western
(Thomson Learning), 2005.
4. Subburaj R, Total Quality Management, Tata McGraw Hill, New Delhi 2005.
 KSRCE/QM/7.5.1/3.3/MECH
K.S.R.COLLEGE OF ENGINEERING, TIRUCHENGODE-637 215
DEPARTMENT OF MECHANICAL ENGINEERING

DEGREE / BRANCH : B.E., MECHANICAL ENGINEERING

YEAR / SEMESTER : IV /VIII
NAME OF THE STAFF : Dr.M.BHUVANESHWARAN
SUBJECT CODE : 16HS002
SUBJECT NAME : TOTAL QUALITY MANAGEMENT
COURSE / LESSON PLAN SCHEDULE
A) TEXT BOOK:
T1.Jayakumar V and Raju R, “Total Quality Management”, Lakshmi publications, Chennai,
2012.
T2.Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia, Third
Edition, Indian Reprint, 2006.
B) REFERENCES:

R1- Janakiraman B and Gopal, R.K, “Total Quality Management - Text and Cases”, Prentice Hall
(India) Pvt. Ltd., 2006
R2- Suganthi L and Anand Samuel, “Total Quality Management”, Prentice Hall (India) Pvt. Ltd., 2006.
R3- James R. Evans and William M. Lindsay, “The Management and Control of Quality”, 6th Edition,
South-Western (Thomson Learning), 2005.
R4- Subburaj R, Total Quality Management, Tata McGraw Hill, New Delhi 2005.

B) LEGEND:
L - Lecture PPT - Power Point
T - Tutorial BB - Black Board
OHP - Over Head Projector pp - Pages
TX - Reference Ex - Extra

Sl. Lecture Teaching Aid Book No.

No Hour Topics to be Covered Required /Page No
UNIT I INTRODUCTION
1. L1 Need For Quality PPT T1/Pp-1.2
2. L2 Basic Concepts Of TQM PPT T1/Pp-1.3
3. L3 TQM Implementation Steps PPT T1/Pp-1.4,1.5
4. L4 Quality Council PPT T1/Pp-1.7
5. L5 Contributions Of Deming PPT T1/Pp-1.10
6. L6 Importance Of Leadership And Motivation In PPT T1/Pp-1.8
7. L7 TQM
Juran And Crosby PPT T1/Pp 1.3
8. L8 Barriers To TQM PPT T1/Pp-2.2
9. L9 Dimensions Of Manufacturing And Service PPT T1/Pp-2.2
Quality
UNIT II TQM PRINCIPLES
10 L10 Quality Statements PPT T1/Pp-3.2
11 L11 Customer Perception Of Quality PPT T1/Pp-3.2
12 L12 Employee Involvement PPT T1/Pp-3.3
13 L13 Continuous Process Improvement PPT T1/Pp-3.4
14 L14 Juran Trilogy PPT T1/Pp-3.5
15 L15 PDSA Cycle PPT T1/Pp-3.6
16 L16 5s, Kaizen PPT T1/Pp-3.7
17 L17 Supplier Partnership - Partnering PPT T1/Pp-3.9
18 L18 Supplier Rating PPT T1/Pp-4.0
UNIT III STATISTICAL PROCESS CONTROL
19 L19 Seven Traditional Tools Of Quality PPT T1/Pp-4.2
 20 L20 Measurement Of Central Tendency PPT T1/Pp-4.3
21 L21 Population And Sample PPT T1/Pp-4.4
22 L22 Normal Curve PPT T1/Pp-4.6
23 L23 Control Chart For Variable And Attributes PPT T1/Pp-4.7
24 L24 X,R, P Charts PPT T1/Pp-4.9
25 L25 Process Capability PPT T1/Pp-5.1
26 L26 Seven New Management Tools PPT T1/Pp-5.2
27 L27 Six-Sigma Concepts PPT T1/Pp-5.3
UNIT IV TQM TOOLS
28 L28 Bench Marking PPT T1/Pp-5.8
29 L29 Quality Circles Concepts PPT T1/Pp-6.1
30 L30 FMEA Stages PPT T1/Pp-6.3
31 L31 Quality Function Deployment (QFD) PPT T1/Pp-6.4
32 L32 Taguchi Quality Loss Function PPT T1/Pp-6.5
33 L33 TPM Concepts PPT T1/Pp-6.7
34 L34 Improvement Needs PPT T1/Pp-6.8
35 L35 Performance Measures PPT T1/Pp-6.9
36 L36 Criteria On Tqm Tools PPT T1/Pp-6.10

UNIT V QUALITY SYSTEMS

37 L37 Need For ISO 9000 PPT T1/Pp-7.2
38 L38 ISO 9001-2008 PPT T1/Pp-7.3
39 L39 ISO 14000 Quality System PPT T1/Pp-7.5
40 L40 Elements, Implementation, And Documentation PPT T1/Pp-7.6
41 L41 Quality Auditing PPT T1/Pp-7.9
42 L42 Concepts, Requirements And Benefits PPT T1/Pp-8.1
43 L43 Non Conformance Report PPT T1/Pp-8.4
44 L44 Case Studies Of TQM Implementation PPT T1/Pp-8.6
45 L45 Manufacturing And Service Sectors PPT T1/Pp-8.8

PREPARED BY H.O.D./MECH.
 UNIT – I INTRODUCTION

PART-A
1. What is TQM? (Remembering, CO1)

TQM is the art of managing the whole to achieve excellence.

Total - Made up of the whole
Quality - Degree of excellence a product or service provides
Management - Act, Art, or manner of handling, controlling, directing etc.
2. Define TQM. (Remembering, CO1)

“TQM is the management approach of an organisation, 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 organisation and to society. “
- International Organization for Standardization(ISO)
3. Define quality. (AU Nov/Dec 2010, 2011 & May/June 2012) (Remembering, CO1)
Definition of quality, according to ISO 9000:2000.
“Quality is the Degree to which a set of inherent characteristics fulfills requirements”.
Performance P
Quality = ---------------- (or) Q= ----
Expectations E
Degree Quality can be used with adjectives poor, good Excellent.
Inherent Existing in something.
Characteristics Can be Quantitative or Qualitative.
Requirement A need or expectation that is generally implied by
Organization, its customers and other interested parties.
4. Draw the TQM framework. (Understanding, CO1)

Snewhart Benchmarking
Deming Information Technology
Juran Quality Management
Feigenbaum Environmental Management
Ishikawa system
Crosby Quality Function deployment
Taguchi Quality by design
Failure Mode and Effects
Analysis
Product and services liability
Gurus Tools &
Techniques Total Productive Maintenance
Management tools
Statistical Process Control
 Experimental design
Taguchi‟s Quality Engineering

People and Relationships Approach: Continuous Process

Leadership Improvement
Customer satisfaction Measure : Performance
Employee Involvement Measures
Supplier Partnership
5. What are the objectives of Total Quality Management? (Remembering, CO1)
 100% customer satisfaction, Producing the products as per the needs of customers and
obtain the full satisfaction from customers.
 Zero defects production of products or deliver the services with no defects.
These are the main objectives of TQM.
6. List the elements of TQM. (Understanding, CO1)
Constancy of purpose
/Long term commitment

Training Focus on
Process

Total employee
Quantitative
involvement /
TQM methods
Teamwork

Continuous
Leadership process
improvement

Customer focus Supplier

Partnership
7. Explain the Juran’s fitness of quality. (Understanding, CO1)
Quality of design – Through market research product and concept.
Quality by conformance – Through management, Manpower and Technology.
Availability –Through reliability, Maintain ability and logistic support.
Full service – Through promptness, competence and Integrity.
8. Explain Juran’s Quality planning Roadmap. (Understanding, CO1)
 Identify your customers
 Determine their needs
 Translate them into your language
 Develop a product that can respond to the needs
  Develop processes, which are able to produce those product features
 Transfer that the process can produce the product
 Transfer the resulting plans to the operating forces.
9. What are the Crosby’s four absolutes of Quality? (Remembering, CO1)
 Quality is conformance to requirements nothing more or less and certainly not goodness or
elegance
 Quality has to be achieved by prevention and not by appraisal
 The performance standard must be zero defects and not something close to it.
 The measurement of quality is the price of non-conformance is, how much the defects in
design, manufacture, installation and service cost of the company.
10. Define Quality Statement. (AU Nov/Dec 2008) (Remembering, CO1)
Quality statements are defined as the one which declare the cove values and concepts, vision and
mission and quality polities of the organization. Once developed they are reviewed and updated
sometimes. These statement form part of strategic planning. Quality statements are established by the
quality council to provide overall direction for achieving the total quality culture.
Three elements of quality statements are :
1) Vision statement
2) Mission statement and
3) Quality policy statement.
11. Define Vision Statement. (AU Nov/Dec 2007) (Remembering, CO1)

Vision statement is defined as the one which contains the brief declaration on the expectations of an
organization. It is the ideal state which an organization strives continually to achieve.
Visions are eternal, inspirational and shared fully with in the organization.
Ex: Disney theme Park‟s Vision
“Happiest Place on Earth”
12. Define Mission Statement. (Remembering, CO1)
Mission statement describes the activities of the organization. It provides a clear statement of the
aim for the employees, projected customers and suppliers as well.
Ex: To meet customers transport and distribution needs and by being the best at moving their goods on
time safely and damage free => Railway Company.
13. What is the contribution of Gurus for TQM? (OR) List the areas of TQM that are
concentrated by quality gurus. (Remembering, CO1)
Areas of TQM Gurus
Statistical Gauss, Pareto, Shewhart, Fisher
Management Juran, Crosby, Feigenbaum
Execution Deming, Taguchi
14. List out the basic concepts of total quality management. (AU Nov/Dec 2006) (Understanding,
CO1)
The basic concepts required for TQM are
 Committed and involved management to provide long term and top-to-bottom
organizational support.
 Focus on consumer.
 Effective involvement and utilization of entire work force.
 Continuous improvement of the business and production process. Treating suppliers as
partners.
 Establish performance measures for the processes.
 Customer is the king
 Right first time
 Benchmarking
 Synergy in team work
 Involvement
 Value addition
 Continuous improvement
 Education and Training
 Prevention is better than detection
 Management commitment
15. List the steps given by Juran for Quality improvement. (AU Apr/May ’05)
(Understanding, CO1)
1. Build awareness of opportunities to improve
2. Set goals for improvement
3. Organize to reach goals
4. Provide Training
5. Carryout projects to solve problems
PART-B

1) Indicate the dimensions of quality with examples. (Nov/Dec2007&2010) (Understanding, CO1)

2) What are the duties of quality council? Explain in detail. (Nov/Dec 2006) (Remembering, CO1)
3) Enumerate Deming‟s 14 points of management. (Nov/Dec 2007, May/June 2006 ) (Applying, CO1)
4) Explain principles of TQM. (Nov/Dec07,08&10, May/June 09) (Evaluating, CO1)
5) Enumerate the barriers to TQM implementation. (Nov/Dec07&08,May/June 09) (Applying, CO1)
6) Explain the steps of strategic planning. (Nov/Dec 07&08, Nov/Dec 2006) (Evaluating, CO1)
7) What should a leader know and understand in order to be effective. (Nov/Dec 2006) (Remembering,
CO1)
8) How are the quality costs categorized? Explain in detail. (Nov/Dec 2006) (Creating, CO1)
9) Explain the fourteen steps of Deming‟s philosophy for improving quality, productivity and
competitiveness. (May/June 09 & April/ May 08) (Evaluating, CO1)
10)Discuss about the analysis techniques for the quality cost. (Creating,CO1)
11) Explain about quality council and quality planning. (April/ May 2008) (Evaluating, CO1)
12) Explain the contribution of Juran to the quality movement. (April/ May 2008) (Evaluating, CO1)
13) Discuss about the implementation steps of TQM and mention the importance of the management
commitment. (April/ May 2008) (Creating,CO1)
14) Explain the process of establishing cost of Quality. (Nov/Dec09) (Evaluating, CO1)

UNIT III STATISTICAL PROCESS CONTROL

PART-A

1. List the seven tools of quality. (Understanding, CO2)

The seven tools of quality are
 Check sheets  Stratification analysis
 Histograms  Scatter diagram
 Cause & Effect diagram  Control charts
 Pareto diagram
2. What is check sheet? (Remembering, CO2)
A check sheet or tally sheet is a from for systematic data gathering and registering to get a clear
view of the facts.
3. When do you use check sheet? (Remembering, CO2)
A check sheet is used to indicate the frequency of a certain occurrence.
4. What are the types of check sheets commonly used? (Remembering, CO2)
 Process distribution check sheet  Defective item check sheet
 Defect location check sheet  Defect factor check sheet

5. What is histogram? (Remembering, CO2)

A histogram is a bar chart or diagram showing a distribution of variable quantities or characteristics.
It is graphical display of the frequency distribution of numerical data.
6. When do you use histogram? (Remembering, CO2)
A histogram is used to show clearly where the most frequently occurring values are located and the
data is distributed. It enables the analyst to quickly visualize the features of a complete set of data.
7. What are the various types of histogram? (Remembering, CO2)
 Bell-shaped  Skewed
 Double-peaked  Truncated
  Plateau  Isolated peak
 Comb  Edged peak
8. What is cause and effect diagram? When we can use it? (Remembering, CO2)
The cause and effect diagram or fishbone diagram is a graphical tabular chart to list and analyze the
potential causes of a given problem.
9. What is control chart? Give its objectives. (AU Nov/Dec 2010) (Remembering, CO2)
A Control chart is a graph that displays data taken over time and the variation of the data. The
objective of control chart is to restrict the chance causes of variation by detecting and
eliminating the assignable causes. Two types of control charts are:

 Control chart for variables – X , R and  chart.

 Control chart for attributes – p, np, c and u charts

10. What is Six Sigma? (AU Nov/Dec 2010,2011) (Remembering, CO2)

Six Sigma is similar to Zero Defects (ZD), is a philosophical benchmark or standard of excellence
proposed by Philip Crosby. Six sigma strives for perfection. It allows for only 3.4 defects per
million opportunities (or 99.99966 % accuracy).
11. Brief the scope of Six Sigma principle. (Applying, CO2)
It is originated from manufacturing field. Now it is applied to non-manufacturing processes also.
Today one can apply this principle to many fields such as medical and insurance etc.
12. Define process flow chart. (Remembering, CO2)
A process flow chart is a diagrammatic view of the various steps in sequential order that form an
overall process in an organization. The flow charts are used in the quality management for depicting
the processes in an easily understandable form.
13. Differentiate control limits and specification limits. (Remembering, CO2)
Control limits are determined using the averages. In other words, control limits are for averages.

Specification limits are permissible variation in the size of the part. In other words, specification
limits are for individual values. These specification limits (tolerance) are provided by design
engineers to meet a particular function.

14. What are the purposes of process capability analysis? (Remembering, CO2)
The purposes of process capability are:

 To find out whether the process inherently capable of meeting the specified tolerance limits.
 To identify why a process „capable‟ is falling to meet specifications.
15. What is the use of control charts for attributes? (Remembering, CO2)
Control charts for attributes monitor the number of defects or fraction defect rate present in the
sample.

PART B
1. How is Process Decision Program Chart(PDPC) used? Give an example. (A.U May/June 2007)
(Applying, CO2)
2. Briefly explain six sigma process models or stages. (A.U May/June 2006,2009) (Remembering,
CO2)
3. Explain the concept of six sigma with an example. (A.U Apr/May 2005) (Remembering, CO2)
4. Explain briefly about six sigma implementation. (A.U Nov/Dec 2005) (Remembering, CO2)
5. What are the New Seven Management tools? Explain their applications.(A.UNov06)( Remembering,
CO2)
6. Explain the tree diagram and Arrow diagram. (A.U May/June 2009) (Remembering, CO2)
7. Differentiate between control charts for variables and control charts for attributes.(A.U May2009)
(Creating, CO2)
8. Discuss about the need, construction and applications of control charts for variables.
(A.U Nov/Dec 2008) (Creating, CO2)
9. Explain in detail i) process capability ii) six sigma (A.U Nov/Dec 2008) (Remembering, CO2)
10. What are the Ishikawa‟s Seven Management tools? Explain their construction & applications.
(Remembering, CO2)

UNIT IV TQM TOOLS

PART-A

1. What is QFD? (AU May/June 2006) (Remembering, CO4)

Quality Function Development (QFD) may be defined as a system for translating consumer
requirements into appropriate requirements at every stage, from research through product design and
development, to manufacture, distribution, installation and marketing, sales and services.
2. What are the objectives of QFD? (AU May/June 2006) (Remembering, CO4)
The objectives of QFD are
 To identify the true voice of the customer and to use this knowledge to develop products which
satisfy customers.
 To help in the organization and analysis of all the pertinent information associated with the
project.
3. What do you mean by House of Quality? (AU Nov/Dec 09) (Remembering, CO4)
The primary planning tool used in QFD is the House of Quality (HOQ). The house of quality
converts the voice of the customer into product design characteristics. QFD uses a series of matrix
diagrams, also called „quality tables‟ that resemble connected houses.
4. What are the six sections of a basic house of quality matrix? (Remembering, CO4)
The six sections of a basic house of quality matrix are:
  Customer requirements  Prioritizedcustomer
 Technical descriptors requirements

 Trade-off matrix  Relationship matrix

 Prioritizedtechnical descriptors
5. What are the four phases of product development in QFD process? (Remembering, CO4)
 Product planning
 Part Development
 Process planning
 Production planning
6. List out the benefits of QFD. (Or) When QFD is used? (AU Nov/Dec 2006) (Understanding,
CO4)
QFD is a communication and planning tool that:
 Promote better understanding of customer demands.
 Improves customer satisfaction.
 Promotes team work.
 Facilitates better understanding of design interactions.
7. Define quality in terms of Taguchi’s words. (Remembering, CO4)
Taguchi defines quality as “the loss imparted by the product to society from the time the product is
shipped”.
8. What are Taguchi methods? (Remembering, CO4)
Taguchi methods are statistical methods developed largely by Genichi Taguchi to improve the
quality of manufactured goods.
Taguchi‟s principle contributions to statistics are:
 Taguchi loss function,
 The philosophy of off-line quality control, and
 Innovations in the design of experiments.
9. Write down the philosophy of Taguchi’s quality loss function. (AU Nov2008) (Evaluating, CO4)
The loss function philosophy says that for a manufacturer, the best strategy is to produce products
as close to the target as possible, rather than aiming at „being within specifications‟.

10. State the concept of quality loss function. (AU Nov/Dec 2010) (Evaluating, CO4)
The essence of the quality loss function (QLF) concept is that whenever a product deviates from
its target performance, it generates a loss to society. This loss is minimal when performance is right on
target, but it grows gradually as one deviates from the target.
11. Define maintenance. (Remembering, CO4)
 Maintenance is defined as the management, control, execution and quality assurance of activities
which ensure the achievement of optimum availability and performance of a plant in order to meet
business objectives.
12. What are the types of maintenance? (Remembering, CO4)
 Corrective or Break down maintenance
 Scheduled or Routine maintenance
 Preventive maintenance
 Predictive maintenance
13. What is Corrective or Break down maintenance? (Remembering, CO4)
Corrective maintenance implies that repairs are made after the failure of machine or equipment.
14. What do you mean by scheduled or routine maintenance? (Remembering, CO4)
Scheduled maintenance is a stitch-in-time procedure aimed at avoiding breakdowns. This
includes all work undertaken to keep the production equipment in efficient condition. It may
cover periodic inspection, cleaning, lubrication, overhaul, repair, replacement etc.
15. What do you mean by preventive maintenance? (Remembering, CO4)
Preventive maintenance is carried out before the failure arises or prior to the equipment actually
breaks down. It is a safety measure designed to minimize the possibility of unanticipated
breakdowns and interruptions in production.
PART B

(1) What are the steps that contain the core Bench marking? (A.U.NOV/DEC 06) (Remembering,
CO4)
(2) How is the house of quality constructed? Explain with an example. (A.U.NOV 06) (Creating,
CO1)
(3) Explain briefly about Taguchi‟s Quality Loss Function. (A.U.NOV/DEC 09) (Remembering, CO4)
(4) Explain the stages of FMEA (A.U.MAY/JUNE05&NOV/DEC 07) (Remembering, CO4)
(5) a. Write short notes on TPM. (A.U.MAY/JUNE05) (Understanding, CO4)
b. What are the six major loss areas need to be measured for implementing TPM?
(A.U.NOV/DEC06, 07) (Remembering, CO4)
6. Explain the different types of benchmarking. (Remembering, CO4)
7. Define Quality Function Deployment. Explain the benefits of QFD. (Remembering, CO4)
8. What is meant by house of quality? Sketch the basic structure of house of quality and explain each
section. (A.U.NOV/DEC 07) (Remembering, CO4)
9.What do you mean QFD Process? Describe the four phases of QFD process. (A.U.NOV/DEC07,
08) (Remembering, CO4)
10.Write the reasons why benchmarking effort fails. (Understanding, CO4)
11. Briefly explain the Taguchi‟s quality loss function with an illustration. (Applying, CO4)
12. What do you infer from the term “total productive maintenance”?
Explain the different types of maintenance techniques. (A.U.NOV/DEC 07) (Remembering, CO4)
13. Explain the eight pillars of TPM. (A.U.APR/MAY 08) (Remembering, CO4)
14. Explain learning the New Philosophy of TPM. (Remembering, CO4)
15. Define FMEA. Explain the purposes, benefits and types of FMEA. (Remembering, CO4)

UNIT V QUALITY SYSTEMS

PART A
1. What is the need for ISO 9000 and other quality systems? (AU Nov/Dec 2008) (Remembering,
CO5)
Every organization is concerned with quality of its product or service. To assure the quality one has
to make quality assurance system. Sound quality assurance system. Requires well defined quality
system standards.
Quality and standardization are the two essential pre – requisites for an organization to market its
products and service in the competitive business environment thus quality begins with standards also
the ever – increasing pressure to provided better quality of products services led to the development of
quality standards.
2. What is the Necessity for Documentation? (Remembering, CO5)
 Proper documentation is the pre-requisite for implementing quality system.
 The documentation serves as a reference for the management, the staff and other agencies whose
involvement is essential for implementation for quality system.
3. List the advantages of having a Documented Quality System. (AU Nov/Dec 09) (Creating, CO5)
 Documentation serves as a reference.
 It brings about clarity of objectives and targets.
 It provides standardization in work procedures.
 It brings about consistency in operations.
 It develops confidence amongst employees.
 It generates customer‟s confidence.
 It provides a basis for continuous improvement etc.
4. Give some pitfalls to successful implementation. (Remembering, CO5)
 Using a generic documentation program or another organization‟s documentation program.
 Over documentation or documentation that is too complex.
 Using external consultants with out internal ownership and involvement.
 Limiting documentation to text rather than other types if media.
 Neglecting to obtain top management involvement.
  Developing a system that does not represent what actually occurs.

5. Define Environmental Management System (EMS). (or) (Remembering, CO5)

Briefly explain the purpose of an ISO 14000 quality system.
Purpose of EMS – ISO 14000 is “an organization should implement an effective environmental
management system in order to protect human health and the environment from the potential inputs of
its activities. Products and services and to assist in maintaining and improving quality of the
environment”.
This standard is aimed at providing the requirements for implementing an effective EMS for
organization.

6. Write the Benefits of EMS Certification. (Understanding, CO5)

 Awareness in the organization about the waste reduction.
 Compliance with legislation.
 Enhancement of environmental awareness within the organization.
 Cost savings due to reduction in usage of resources.
 EMS certification is an effective sales tool.
 Competitive advantage – business won from Non-ISO 14001 competitors.
 A demonstration to stakeholders of environmental commitment of the organization.
 Environmental Awards.

7. What are the reasons that the organizations are implementing ISO 14001 certifications?
(Remembering, CO5)
The organizations are implementing ISO 14001 certifications due to variety of reasons.
Some of them are:
 Establishing a uniform approach to meet the company‟s environmental policy.
 Ensuring that the minimum regulatory requirements are consistently met.
 Increasing operational efficiency and minimizing wastages.
 Requirement to demonstrate the organization‟s commitment to the environment to stakeholders.
 Enhancing relationship building with the local community.
8. How do you integrate ISO 14000 with ISO 9000? (Remembering, CO5)
EMS implementation can seem like a time consuming and costly undertaking. The
organizations that have implemented ISO 9000 have a distinct advantage over those that are unfamiliar
with process. Depending on the company 25% to 50% of the requirements may already be in place.
Most registrars encourage organizations to integrate their EMS with their other management system
such as ISO 9000. By integrating two systems there will be less documentation and lower
implementation cost.
9. What do you mean by the term quality system? (Remembering, CO5)
The quality system is the organizational structure, responsibilities, procedures, processes and
resources for implementing quality management.

10. What are ISO 9000 and ISO 14000? (Remembering, CO5)
ISO 9000 has become an international reference for quality management requirements in business-to-
business dealings.

ISO 14000 is for environmental management requirements.

11. What is the function of ISO 9000 family? (Remembering, CO5)

The ISO 9000 family is primarily concerned with quality management. This means what the
organization does to fulfill

 The customer‟s quality requirements.

 Applicable regulatory requirements, while aiming to enhance customer satisfaction.
 Achieve continual improvement of its performance in pursuit of these objectives.
12. What is the function of ISO 14000 family?(AU Nov/Dec 2011) (Remembering, CO5)
The ISO 14000 family is primarily concerned with environmental management. This means
what the organization does to

 Minimize harmful effects on the environment caused by its activities.

 Achieve continual improvement of its environmental performance.
13. What are the reasons for implementing a quality system that conforms to an ISO standard?
(Remembering, CO5)
User‟s experience clearly indicates the several significant improvements in the following areas:

 Improved employee involvement

 Improved housekeeping
 Improved decision making based on facts and data
 Improved customer satisfaction
 Improved safe working
 Reduced customer complaints
 Reduced inspection efforts
 Reduced quality cost
14. What are the ISO 9000 standards? (Remembering, CO5)
The ISO 9000 standards are a collection of formal international standards, technical reports,
handbooks and web based documents on quality management and quality assurance.

15. Where we can apply the ISO 9000 series of standards? (Remembering, CO5)
 The ISO 9000 series of standards are applied to any organization, large or small, whether its
product, and whether it is a business enterprise, a public administration or a government department.

PART B

1. What are the common elements of quality management systems (QMS) and Environmental
management systems (EMS)? Explain them. (Remembering, CO5)

2. Enumerate briefly all the requirements of environmental management Systems (EMS) or ISO 14000?
(AU.MAY/JUN2006 &09) (Applying, CO5)

3. Discuss in detail the environmental management systems model with a block diagram?
(AU.NOV/DEC2007) (Understanding, CO5)

4. Explain briefly about EMS documentations and EMS records.(or) With the aid of a pyramidal
diagram describe the documentation hierarchy stipulated in ISO 14001 standard (AU.NOV/DEC2007)
(Remembering, CO5)

5. Enumerate in detail ISO 14000 family of standards. (Applying, CO5)

6. Enumerate the basic approach to EMS .showing an EMS model. (Applying, CO5)

7. Explain ISO 14000 with an industrial application (AU.APR/MAY2005) (Remembering, CO5)

8. Explain briefly the scope on ISO14001 (Remembering, CO5)

9. Explain the concepts o ISO 14001 QS. (Remembering, CO5)

10. Explain the implementation and operation of ISO14001. (Remembering, CO5)

 K.S.R. COLLEGE OF ENGINEERING (Autonomous), TIRUCHENGODE – 637 215
DEPARTMENT OF MECHANICAL ENGINEERING
16HS002 / TOTAL QUALITY MANAGEMENT

CYCLE TEST-1 TOTAL MARKS: 25

PART- A (5*2=10 Marks)
1. What is TQM? (Remembering) (CO 1)
2. Define quality. (Remembering) (CO 1)
3. Explain the Juran‟s fitness of quality. (Understanding) (CO 1)
4. List the basic principles of TQM. (Analyzing) (CO 1)
5. What are the dimensions of quality? (Remembering) (CO 1)

PART - B

6. Explain the fourteen steps of Deming‟s philosophy for improving quality, productivity and
competitiveness. (Understanding) (CO 1) (7)
7. Explain the principles of TQM in detail. (Understanding) (CO 1) (8)

K.S.R. COLLEGE OF ENGINEERING (Autonomous), TIRUCHENGODE – 637 215

DEPARTMENT OF MECHANICAL ENGINEERING
16HS002 / TOTAL QUALITY MANAGEMENT

CYCLE TEST-2 TOTAL MARKS: 25

PART- A (5*2=10 Marks)
1. Expand 5 S. (Understanding) (CO 2)
2. List the factors that are determining the customer satisfaction. (Analyzing) (CO 2)
3. What are the benefits of 5 S? (Remembering) (CO 2)
4. What is quality planning? (Remembering) (CO 2)
5. Define team and teamwork. (Remembering) (CO 2)
PART - B
6. Explain in detail PDSA cycle. (Understanding) (CO 2) (8)
7. Explain in detail Kaizen. (Understanding) (CO 2) (7)
 K.S.R. COLLEGE OF ENGINEERING (Autonomous), TIRUCHENGODE – 637 215
DEPARTMENT OF MECHANICAL ENGINEERING
16HS002 / TOTAL QUALITY MANAGEMENT

CYCLE TEST-3 TOTAL MARKS: 25

PART- A (5*2=10 Marks)
1. List the seven tools of quality. (Analyzing, CO 3)
2. What are the types of check sheets commonly used? (Remembering, CO 3)
3. What are the various types of histogram? (Remembering, CO 3)
4. What is Six Sigma? (Remembering, CO 3)
5. Differentiate between producer‟s risk and consumer‟s risk. (Analyzing, CO 3)
PART - B
6. Explain about the New Seven tools of quality or New Seven Management tools and its
applications in detail. (Understanding, CO 3) (8)
7. Explain briefly about six sigma implementation. (Understanding, CO 3) (7)

K.S.R. COLLEGE OF ENGINEERING (Autonomous), TIRUCHENGODE – 637 215

DEPARTMENT OF MECHANICAL ENGINEERING
16HS002 / TOTAL QUALITY MANAGEMENT

CYCLE TEST-4 TOTAL MARKS: 25

PART- A (5*2=10 Marks)
1. What is QFD? (Remembering, CO4)
2. What do you mean by House of Quality? (Remembering, CO4)
3. What are the four phases of product development in QFD process? (Remembering, CO 4)
4. What are Taguchi methods? (Understanding, CO 4)
5. What are the objectives of TPM. (Analyzing, CO 4)
PART - B
6. Explain the House of Quality matrix and its components. (Understanding, CO 4) (8)
7. Explain the different types of benchmarking. (Remembering, CO4) (7)
 K.S.R. COLLEGE OF ENGINEERING (Autonomous), TIRUCHENGODE – 637 215
DEPARTMENT OF MECHANICAL ENGINEERING
16HS002 / TOTAL QUALITY MANAGEMENT

CYCLE TEST-5 TOTAL MARKS: 25

PART- A (5*2=10 Marks)
1. What is the need for ISO 9000 and other quality systems? (Remembering, CO5)
2. List the advantages of having a Documented Quality System. (Analyzing, CO 5)
3. Define Environmental Management System (EMS). (Remembering, CO 5)
4. What are ISO 9000 and ISO 14000? (Understanding, CO 5)
5. What are the benefits of documentation? (Remembering, CO 5)
PART - B
6. Explain ISO 9000 Family of standards and the benefits of its certification. (Understanding,
CO 5) (8)
7. Explain briefly the scope on ISO14001. (Remembering, CO5) (7)