IMT-55Assignment – A

Q1. What are the Quality System Requirements of ISO 9001 (1994)? What are the phases and methodology in establishing and implementing the system?

A. Continuous change of customer preferences, varying taste has put tremendous pressure on the quality of the products and services. Earlier the word quantity was used to be synonymous with conformance to requirement or fitness to use. Presently this concept has undergone a total change. Now quality even address the latent model of customer. Quality can be stated as “Totality of characteristics of a product or service that bears all its ability to satisfy the need of customer.” Totality of characteristics refers to all features of products and services that have an impact on customer. The objective is to achieve customer satisfaction.Quality system is defined as the organizational structure, procedures, process and resources needed to implement quality management. Quality system is considered as the core of quality management without which it would be difficult to have various quality initiatives. Quality system claries in an organization on what to do, who will do it, when to do it etc. The system is made of various interrelated and interdependent variables.Requirement of ISO-9001(1994 )Standard :ISO 9001: 1994 has 20 standard clauses, which are essential for ISO 9001. The title of requirements are summarized as under:1.1 Management Responsibility1.2 Quality System1.3 Control Review1.4 Designer Control1.5 Document & Data Control1.6 Purchasing1.7 Control of Customer Supplied Products1.8 Product Identification & Traceability1.9 Process Control1.10 Inspection & Testing1.11 Control of Inspection, measuring & test status1.12 Inspection & test Status1.13 Control of Non-Conforming Products1.14 Corrective & Presentive Action1.15 Handling, Storage, packaging, preservation & delivery.1.16 Control of Quality Records1.17 Internal Quality Audits1.18 Training on Quality1.19 Servicing1.20 Statistical AnalysisManagement responsibility(1.1) and quality system(1.2) are performed which includes quality policy & objectives, documenting responsibilities, authorities & defining inter relationship performing quality planning etc. Business process starts with contract review(1.3) & ends with customer satisfaction.Process control(1.9), production function(1.10), Instrument control(1.11), storage & dispatch(1.15), training(1.18) depends on size & type of organization & varies as per area of function.Some requirements are applicable across the organization like document / data control(1.5), record control(1.6), product identification(1.8), inspection status(1.12). These are company wide requirement.Methodology of Implementation:-The very first step is that the organization (supplier) shall document a quality policy. The policy gives overall direction & intention on the part of management. Once the policy is approved by the competent authority, the next step is the

Policy

Departmental Procedure

Work Instruction

Formats, checklist, Documents of external origin

preparation of Quality manual. This address an requirement of applicable standard. This document covers policy, responsibility,& outlines the structure of quality system in the organization.Then simultaneously ‘Procedure manual’, ‘Work instruction’, ‘formats’, ‘checklist’ are designed & finalized. The very next step after designing & documenting quality system is implementation. A team is formed, & jobs are assigned to individual team member. Team spirit is very much required for effective implementation. Training is provided wherever necessary. After implementation, the system effectiveness is ascertained through periodical audits both by internal as well as external auditors.The major steps can be summarized as:-a) Intentb) Implementationc) EffectivenessQuality Manuals-Pyramid looks like:

Level 1Quality Policy, Quality Manual

Level 2 Procedure Manual

Level 3 Instruction Manual

Level 4

Q2.Discuss the Deming’s Approach to quality management. Briefly explain his fourteen points for management & the five deadly sins & diseases.

A. One of our guru W.E.Deming has made a substantial contribution in the theory, concept & practice of quality management. Japan recognized the concept of Deming, as a first country though Deming was an American, during II world war.Demings philosophy & approach on quality management was based on improving products & services by reducing uncertainities, variability in design & manufacturing process. In his view variation is a chief culprit of poor quality. To reduce variation, he advocated never ending cycle of product design, manufacture, test & sales followed by market surveys, then redesign, so on & so forth. Deming stressed that higher quality lends to higher productivity which in turn leads to competitative strength. The following sketch will explain the chain reaction suggested by Deming:-

Quality Improvement

Reduction in Cost

Improve Productivity

Increase market share

Stay in Business

Provide more & more tools

According to him improvement in quality leads to low cost of production due to less rejection, re-work, fewer mistakes, less delays, less storage & better use of time & materials. Lower cost in turn leads to productivity improved, with better quality & lower price a firm can easily achieve high market & thus perform better & better in business, staying for long & can offer more & more jobs. Deming was a firm believer of that in any organization the implement quality management the responsibility, commitment, willingness and involvement of top management is very much necessary.Deming’s 14 points for QM:-1) Create & publish to all employees a statement of aims & purpose of organization:-

Any business does not exist only for short term profit & has a responsibility to serve customer & employees also. For the long run they may invest in innovation, training & research.

2) Learn the New Philosophy:-Every one in an organization right from the top most man upto the bottom most man in the organization hierarchy must learn new philosophy for improvement.

3) Understand the purpose of Inspection:-Inspection should be used as the information gathering tool for improvement not as an end in itself. This should ideally be used for improvement in process & thereby reduction in cost.

4) End price tag decisions:-Effective vendor management, long term relationship with the supplier pays dividend in future.

5) Improve constantly:-Continuous small improvement in design & production based on the customer need, from continue market surveys & other feedback mechanism helps in continuous improvement.

6) Institute training:-Human resource behind the machine is the most important element of the organization. Continuous enhancement of skill through structured training both “on-the-job” & “Off-the job” helps considerably. Investment in employees pays rich dividend in the long run.

7) Institute Leadership:-Leadership can help in eliminating fear & encouraging team work.

8) Direct out Fear & Innovate:-Fear of failure, fear of unknown & fear of changes are major bottle neck in innovation. Fear encourages short term selfish thinking. It never offers long term improvement for the benefit of all.

9) Optimize team efforts:-Team work helps in breaking down barriers between individuals, departments, internal customers & suppliers. The focus should be meeting customer needs & improving process of achieving the goal of the company.

10) Eliminate Exhortations:-Motivation can be better obtained by trust & leadership than slogans. Hence system improvement to be largely focused. System inadequacy will make workers frustrated & performance may witness downfall.

11) Eliminate Quotas & MBO:-Institute improvement &understand process, numerical quotas reflects short term perspective & do not encourage long term improvement, particularly if rewards or performance is linked to meeting quotas. Quality is sacrificed to reach the target & no incentive is left afterwards. Typically MBO focuses on result, not process & encourages short term behaviour. The improvement must be focused by management keeping long term perspective in view.

12) Remove Barriers:-Deming believe that one of the biggest barrier to pride in workmanship in performance appraisal, which destroy team work & encourages competition among employees. Focus on short term & discourage risk taking. Deming suggested 3 categories of work performance:

- The majority who works within the system- Those outside the system on superior side- Those outside the system on inferior side

Superior performances should be compensated specially. Inferior performances needs extra training or different job.

13) Encourage Education:-Education refers to self development. The value & worth of individual to be developed within the system.

14) Take Action:-Top management must institute the process & take action to accomplish the transformation.

Q3. Write short notes on:(a) Kaizen & Innovation(b) Learning curve(c) Statistical process controlA. Kaizen & Innovation : Philosophy of continuous improvement is known as

“Kaizen in Japan”. It is a belief out there that great numbers of small improvement over time will create substantial improvement in organizational performance. Although Japanese organizations practicing kaizen often maintain their functional structure but they superimpose cross functional management structure with continuous improvement of quality cost & ability to meet schedules.

Marketing, Production etc.

Kaizen Organisation Quality(Horizontal

for CostImprovement)

Schedule

Kaizen Organizational StructureThe continuous improvement opens door for innovation & provide quality to customers. Application of kaizen encourages innovation for making improvement in the existing business process. Each year top management articulate goals for improvement in cross functional activity, which the kaizen management structure is designed to attain. These efforts have been broadened with time to include employee morales.B) Learning Curves: Learning means adoption of change leading to new goal & approach.Improvement in learning need to be embedded in the way an organization operates. It means this should be a part of daily work, seek to eliminate problems at source & be driven by opportunities to do better as well as by problems that need to be corrected.The following graph indicates that how results of attempts made by foundary to reduce its “production of scrap”(rejected products)over three years. Several points about continuous improvement are illustrated by this chart.

An organization which is continuously expanding, it is not enough to merely survive. Survival learning or adoptive learning is important indeed it is necessary. But for the learning organization adoptive learning must be joined by generative learning, learning which enhances our capacity to think & innovate. Effective learning requires an understanding & integration of many of the concepts & principles that are part of quality organization.C) Satisfaction Process Control:- The common process of business includes planning, developing, purchasing, manufacturing, distribution, research & development, performance measurement, training etc. Statistical process control tools are applied in these business areas/processes with the aim of continuous improvement in these processes. SPC refers to use of statistics to analyse a business process in a much better way. Number of off-the shelve tools are available, some of them are:1) Flow charts:-It is a graphical representation of the sequence of operation followed in a process. The minute details of any process can be captured by this method. Once the flow chart is drawn, it can be used to identify quantity problems & areas of improvement.2)Histograms:-is a tool which captures the variation in any process.3)Pareto Design:-A technique used to prioritize types or sources of problems. It help in separating vital from trivial & provides help in selecting direction for improvement.4)FishBone Diagram:-This is also called as cause & effect diagram. This diagram is used to identify the most likely cause, further data collection & analysis can be carried out subsequently.5)Control Charts:-These are backbone of statistical process control. It displays state of control of a process. Here time is measured against variables. Control line usually denotes average. Two extremes denotes upper & lower control.

Assignment-BQ1. In the context of TQM, continuous improvement should encompass the establishment of an effective management style strong in management & strong in leadership. Discuss the key tasks of strong TQM Leadership.Ans) Total Quality Management can be defined as people focused management system that aims at continuous increase in customer satisfaction at continually lower cost. Total quality is total system approach & integral part of high level strategy. It works horizontally across functions & departments, involves all employees top to bottom & external agencies to include the supplier & customer chain. TQ stresses learning & adoption of continuous change as keys to organizational success.TQ includes systems, method & tools. The system permits change, the philosophy remains the same as the foundation of TQ is philosophical. TQ is anchored in values that stress the dignity of the individual & power of community action. Achieving quality & market leadership requires a strong future orientation & willingness to make

long term commitments to key stake holders, public & community’s. strategic planning needs to anticipate many changes as per customer expectations, new business opportunities, technological developments, new market segments, evolving regulatory requirements, community & social expectations, Competitor’s action etc. Plans, strategies, resource allocation needs to reflect these commitments & changes. Continuous improvement is a part of management of all systems & processes. Achieving the highest level of performance requires a well defined & well executed approach to continuous improvement & learning. Continuous improvement refers to both incremental & breaks through.Improvement may be of several types:--Improving products & services.-Designing & improving work process.-Developing new business opportunities.-Reduction in waste.-Improving responsiveness & cycle time performance.-Improving productivity & effectiveness.In to-days world, customer relationship management has become of prime importance. In TQ perspective, every company is part of a long chain of customer & supplier. Each & every organization is both a customer & supplier. Customer satisfaction has a direct impact on increased profits. Organization take all kinds of measures top facilitate effective customer relationship. The functional structure of the organization, separate customer from employees & very few employees have direct customer interface. Creation of a team based organization is a major step in the direction of customer care. The quality is implemented through various teams.The main aim of TQM is to ensure total quality & judicially adopt continuous improvement & learning. The seven steps for accelerated continuous improvement are summarized as under-

1) Focus & pointing out:- focus is about getting every one on the same base with regard to goal. Pin pointing is about specifying in measurable terms what is expected.2) Communicate:-company wide publishing result area, vision &

mission to employees, important points for customer care etc.3) Translate & links:-teams translate company vide objectives into

their own language & improvement4) Create a management action plan:-Management needs to create a

plan with specific actions to reach the goal including metrics to measure success.

5) Improve process:-The existing drawback of the current process needs to be identified & eradicated. If required, technology upgradation is also done.

6) Measure progress & provide feedback:-The progress as a whole needs to be measured & feedback needs to be communicated to the appropriate authority requesting corrective action.

7) Reinforce Attitude & celebrate Result:- The change management is of prime importance for changing attitude of the employees. Positive attitude of the employees are the last word for the success of an organization.

TQM LeadershipLeader is an individual who can extract the willful participation from his followers by motivating them. Leader in organization plans the goal, the target & strategy for future. To yield desired result, the plans are necessarily be focused on quality & continuous improvement. Virtually everything in an organization needs to be aimed together for the satisfaction of the customer.A string leader, if not focused towards the customer satisfaction, fails to address the core issues of the organization in the long run. A strong leader needs to be intelligent, focused on customer need & care, emotional, skilled & sincere training clear & focused vision on customer need. For the classic view of leadership, more emphasis is made at the work grouplevel, where TQ view of leadership deals with more global level of

organization or major sub units, despite there differences in consideration & initiating structure are not irrelevant for an organization pushings TQ.Quality leadership consists more of setting a direction for working people by estabilishing a vision & identifying values. By leading continuous improvements leaders establish priorities of activities throughout the organization. Such activities provide the necessary context for employees to initiate a structure for themselves. Hence it can be summarized that quality leadership is clearly important for a company trying to practice total quality. The leadership focuses on continuous improvement through 3 basic steps:-a) Establishing visionb) Leading Improvementc) Introducing Value SystemQ2. Write short notes on:a)Role of Quality Circles in Continuous improvement:- Quality Circles were the first ever Japanese management concept used in the US. Quality circle is referred as a group of worker who meet for a definite period regularly to discuss & sort out quality issues & problems. Quality is a concern for each & every employees of an organization right from top most position to the bottom most. The culture of an organization needs to be changed, to implement quality consciousness.There are many advantages in the TQ concept implementation through quality circles. The major benefits are:1) Involvement of employees from all level for quality improvement.2) Spreading of message about quality consciousness.3) Change of attitude of employees.4) Orientation of employees towards quality.However some company feels that in ‘QC’ concept time investment is more than the benefits obtained. There are many reasons of such facts, namely employees are only encouraged to talk & work for quality problems during the meeting & rest of the time work on their routine assignment. Supervisors were often indifferent. In japan QC concept is very successful. The top level managers & the from=nt line employees are equally concerned about the quality. According to me unless a commitment from the top management is visible regarding quality consciousness & vision, direction & resource allocation matching needs is not existing, quality circle cannot yield good result.Hence vision of th3e organization needs to be oriented towards quality also, then only TQM efforts , recognition of quality circles, support & allocation for quality improvement is possible.b)Quality Function Deployment(QFD):-QFD is a methodology used to ensure that customers requirement are met throughout the product designing process and in the design & operation of production of process. It focuses on the requirements of the customer in design, manufacturing, & marketing of the product. QFD was introduced in Japan by Mitsubishi shipyan in 1972. Toyota followed it immediately. Today it is an well accepted concept, used very much by manufacturer of electronic appliances, clothing & construction equipments etc. A major advantage of QFD is improved communication & team work among all areas in manufacturing, design, purchasing, supplies & marketing activities.QFD represents the overall concept that provides a means of translating customer requirements into appropriate technical requirement for each stage of product development & production. Customers requirement are called customer voice. A set of matrix are used to translate the voice of customer to technical feature, production planning, & control requirement. The basic planning document is called customer requirement planning matrix. Because of the structure it is often referred as “House of Quality”. It has got six basic steps:--Identify Customer attributes-Identify Technical features-Relate customer attribute to technical feature of a design-Evaluate competing product based on customer attributes-Evaluate technical feature of a design & develop targets

-Determine which technical feature to deploy in production process.c)Non- conformities & corrective action:-Non conformities refer to -a condition adverse to quality-non fulfillment of specified requirements

. Condition of Contracts

. Quality Standard ISO 9001/9002 or any one

. Quality manuals / proceduresNon fulfillment of quality standard implies that intend has not been compiled with. The same of quality manual, procedure of contract implies non-conformity against implementation. Condition adverse to quality indicates that through the system as documented is implemented, it is not effective enough to ensure achievement of pre-defined objectives. Categorization of non-conformities as major & minor is generally done in third party audits.Major non-conformity:-This can be defined as a total breakdown of a system to meet quality standard requirement. A number of minor non-conformities against one requirement can represent a total breakdown of the system & thus be considered as a major non-conformity.Minor non-conformity:-A failure in some part of the documented quality system relative to applicable standard or single observed lapse in any one item of quality system.Corrective Action:-Once non-conformance has been identified the organization agrees for corrective action so that system requirement is met & it facilitates overall improvement in the system. The proposed corrective action programme is chalked out & target date is made fixed. It is implemented & verified during initial audit to ascertain effectiveness & subsequently verified by the external auditors. A flow chart diagram of corrective action is prepared as under:-

Actions Responsibility

Identification Auditor

Auditee Orgn.

Auditee Orgn.

Auditee Orgn

Auditee Orgn.

Non Conformance

Agreement for Corrective Action

Proposed Corrective Action Programme

Agreeing for target date

Implement

Internal Audit

Change

Corrective Action

Auditee Orgn.

Auditee Orgn.

External Auditor

Q3. What do you mean by sampling plan? Explain the rationale for a single & double sampling plan? Explain the terms operating characteristics curve, acceptable quality level & lot tolerance percent defective. Explain with an example.A. Sampling plan is simply a decision rule which specifies that how large a sample should be taken & the allowable limits of measurement, numbers or percentage of defectives in the sample. If the items to be inspected are classified qualititatively, according to an attribute such as good or bad , acceptable or non-acceptable then the sampling plan & probability of defective in the parent population are estimated from discrete distribution such as binomial or provision.If the items to be inspected are classified as qualitatively according to some measurable characteristics, they will require a variable sampling plan. Since the variable plan necessitates the recording of actual measurement instead of supplying or dichotomous classification(good or bad), they provide more information & requires fewer inspection for the same degree of assurance plan than to comparable attribute plan. There are four types of plans for inspection by attribute as mentioned below:-

1) Single Sampling Plan2) Double Sampling Plan3) Multiple Sampling Plan4) Sequential Supply Plan

Single Sampling Plan:- The accept or reject decision when is based on only random sample from the lot, the plan is called single sampling plan. It is completely specified by three numbers N, n & CN= Lot Sizen= Sample SizeC= Acceptance number (i.e. is max. no. s of allowable defects in sample)This plan is very simple to understand, design & carryout. The main problem is the choice of n (Sample size) & C (acceptance number) which have to be determined in advance.Double Sample plan:-After the 1st sample is taken, a decision must be made to accept or reject the lot on the basis of 1st sample or to go ahead for 2nd sample. After taking the 2nd sample, it is mixed with the 1st one & then only decision of acceptance/rejection is taken. Double sample requires less amount of inspection than corresponding single sample plan for given values. It is more difficult to understand, design & administer than single one.

Assignment –CQ1.Continuous improvement can be considered as the ‘Wheels’ of the organization vehicle. Suggest guidelines for implementing continuous improvement.A. Continuous improvement is a part of the management of all systems & process. Achieving highest level of performance requires a well defined & well executed approach to continuous improvement &learning. Continuous improvement refers to both incremental, and breaks through improvement. Improvement may be of several types:

Enhancing values to the customer through new & improved products & services.

Effective ??

Notification to Auditor

Verification

Developing new business opportunities Reducing errors, defects & waste Improving responsiveness, cycle time performance Improving productivity & effectiveness in the consumption of all the

resources.Learning refers to adoption of change, leading to new goals & approaches. Improvement & learning need to be embedded in the way an organization operates. The process of continuous improvement in which organizations are committed to cannot be achieved overnight from some where else. This requires involvement of every employee of the organization from top to bottom. Only when all the employees are committed to continuous improvement & strive for it, it can be achieved & sustained.The most important ingredient for continuous improvement is the culture of the organization. The belief, commitment, dedication, sincerity & strive of each employees are towards the continuous improvement, more than half of the battle is won, rest is only technology or technique. In an organization given the large number of possible areas that can be improved, prioritization is the key requirement.Some organization depends on their customer feedback to help them to set their priorities. Since customer satisfaction is the ultimate objective for any organization for survival, it is of prime importance. Customer Driven Quality cycle is described as follows:-

The conventional system of “suggestion” has got a new life under the concept of total quality & continuous improvement. However careful consideration & responsiveness is required on the part of management to implement such schemes.The PDSA(Plan Do Study Act) cycle provides the basic process for improvement. An operation is examined to identify potential areas of improvement. Techniques such as check lists & Pareto Charts are used to priorities problem areas. The corrective actions are taken to improve & the results of change are studied.

Need & Expectation of Customer

Identification of Customer Need

Translation in Product/Services, Specification/Design etc.

Actual Quality (output)

Customer’s Perception & Perceived Quality

This leads to further subsequent action & the cycle continues. The steps normally followed for continuous improvement are as under:-

1) Specification of Problem2) Identify causes for the problem3) Determine which are the most serious problem4) Develop a list of potential solutions.5) Analyse the benefits of each solution6) Select the best fit solution within the existing constraints7) Implement the solution8) Analyse the after effect

As per Eastman chemical the seven steps for continuous improvement are:1. Focus & Pin-point-getting everyone on the same platform 2. Communicate-Companywide communication3. Translate & Link-Translating company’s objective into their own

environment & language.4. Create a Management Action plan-Comprehensive planning for

specific action to reach the goal5. Improve process-Team used six steps solving process6. Measure progress & provide feedback-Real, Simple & Scientific

methods of feedback.7. Reinforce Behavior & celebrate results

The effort of continuous improvement can be directed at number of different types of improvement. For ex- In the area of work being done more easily, more accurately, fast at lower cost, more safely, to provide more customer satisfaction. Consistency is important, but they are often disruptive when implemented first, hence persistence & performance is essential while monitoring improvements. Changes may lead to process redesign to reduce reducdencies.The organizational change & learning are fundamental to the continuous improvement & total quality. Continuous change or improvement often involves suggestion system & operates on the principle that major improvement can come from accumulated many small changes. Involvement, of all level of employees is essential along with clear & unambiguous direction from leader for sustaining continuous improvement.

Q2.When the total cost of the lack of quality is realized by management, it is soon appreciated that the cost of improving quality is small as compared to the cost of not having a quality system? Discuss the operative (Prevention, appraisal & failure) & External Assurance Quality costs for a manufacturing organization.

A. The term ‘Quality’ which used to be mere a compliance to standard, fitness to use has undergone a tremendous change in the conceptual aspect itself. Today ‘Quality’ is oriented completely towards satisfaction of the customer. Quality in present perspective can be defined as “the totality of characteristics of an entity that bear on its ability to satisfy stated & implied needs & expectation of customer.The term totality of characteristics means all the features & attributes of the product/services that have an impact on customer, needs to be found out & met at any cost. World being quality conscious, the survival of an organization is threatened if they are not interested to implement quality system. This will lead to the closure of the organization in the long run. Hence, the cost of implementation of quality system is much less than the cost of not having the same.In today’s world, in any kind of the organization quality is the in thing. Though quality system implementation comes at a cost lent but it replaces the traditional approach of ‘Defect Detection’ to ‘Defect Prevention’, thus refunding some portion of implementation cost of “quality system”.

Implementation of a ‘quality system’ in long run increases the possibility of an organization. Customer need is the starting point of the definition of quality in today’s parlance. In today’s world competition has gone up manifold, customer have choice & hence has become quality conscious. The companies that resist implementation of Total Quality System may get threatening for their survival. One of the quality guru Deming’s approach of quality may be summarized as:-

Diagram in next page

Improve Quality

Decrease Cost

Improve Productivity

Increase Mkt. Share

Stay in Business

Create employment opportunity

Improved Quality of prd. design

Improved Quality of Conformance

High Percieved Value

Increased Mkt. share

High Price

Increased Revenue

Higher Profitability

Lower manufacturing & service cost

Quality in Manufacturing Unit:-Product manufacturing has several quality dimensions. Some major are:-

a) Performanceb) Featurec) Reliabilityd) Conformancee) Durabilityf) Serviceabilityg) Activitiesh) Perceived Quality etc.

Most of the dimensions revolve around the design of the product, followed by manufacturing process. QC in manufacturing normally refers to the conformance to the specifications. Specifications are targets & tolerances defined by the designer of the product/services.Production strives tolerance & deviation allowable from the ideal values. QC in manufacturing unit mainly focus on reduction of defects of the prevention side. Prevention concept increase production & brings in more profit & growth to the organization. The external quality assurance cost is relatively cheaper than the cost of business. The main focus of any quality system is customer satisfaction. It is an integral part of strategy of an organization.Quality system works horizontally across all department, vertically across all level of hierarchy, backwardly integrating the supplier & forwardly extending right upto customer end. Hence, it can be concluded that the cost of implementation of Quality System is insignificant compared to the benefits obtained & resistance provided against loss of business.

Q3. Write short notes on:-(a) Specification & standardization(b) Zero Defect Approach(c) Cause & Effect Diagrams(d) Brainstorming(a)Specification & Standardization: Specification is referred as the targets provided by the designer of the product & services. Targets are ideal, values for which production strives. Tolerances are acceptable deviation from the ideal values. Standardization is referred to as the general guidelines & procedures laid down for any process/services. Employees are divided to follow those guidelines related to the job they are performing. This brings uniformity in working across the organization in multi plant environment.(b)Zero Defect Approach: This is a performance standard. It is the standard of craftsman regardless their assignment. The concept of Zero Defect (ZD) is to do it right at the first time. This means prevention of defects & findings defect & fixing. Human being are conditioned to believe that error is inheritable. Thus we do not only accept error lent anticipate it. Most of the human error does happen due to lack of attention rather than lack of knowledge.Crosby’s element of improvement includes determination, education & implementation. By determination he meant the serious involvement of top management. The absolute must be understood by everyone, which can be done through education. Finally every member must understand the process of implementation fully to ensure Zero Defect(ZD).

(c)Cause & Effect Diagrams: This is a very useful tool to find out the causes of the problem. It is also known as “Fish Bone” or “Ishi Kawa Diagram”. It is simply a graphical representation of an outline that presents a chain of causes & effects. The following figure express this diagram:

Client TimeUnclear Rush Request direction Poor hand

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TypistAt the end of the horizontal line, the problem to be addressed is mentioned. Each branch pointing to main stem represents the possible cause. Branches pointing to the causes are contributors to the cause. This diagram is used to identify most likely causes of a problem, so that further data collection and analysis can be carried out, such diagram is usually constructed in a brain storming setting so that everyone can contribute their ideas. Usually small group drawn from different discipline work with an experienced facilitators.(d)Brain Storming: This is a technique of problem solving. A small group of people from the relevant field of work, where the problem has caused, discuses among themselves to find out the various possible reasons of that problem, & also find out the possible ways of solution. They debate & discuses among themselves & zero in the most probable reason & the best available solution. The advantage of such technique is that, the problem gets analysed from all probable angles & solution found out expected to be the best available.

Assignment – DQ1. Discuss the key stage in integrating total quality management into the strategy of an organization. Illustrate your answer with examples.A. Strategy is the pattern or plan that integrates an organization major goals, policies

& action sequences into a cohesive model. A well formulated strategy helps to measure & allocate an organization resources into a unique & viable posture based on its relative internal competencies & short comings, anticipated changes in the environment & contingent moves by intelligent opponents. The basic three elements should be there in the strategy:-

-Goal of the organization-Policies that guide & limit action.-Action sequence or programs that accomplish the goal.

The essence of strategy is to build a posture that is so strong in selective ways that the organization can achieve its goals despite unforeseeable external forces that may arrive. The role of quality in business strategy has taken two significant steps since 1980. First many firms have recognized that the strategy driven by quality can lead to significant market advantage. Second, the line between quality strategy & generic process has become blurred to the point where total quality principles are integrated into normal business planning of most business. TQ is the basic business philosophy.TQM & Strategy Development:- Baldrige Award recognizes the importance of total quality principles integration with overall business planning. It stress the customer driven quality & operational performance are the key business issues which should be part of overall business strategy. Total Quality can improve the strategy formation process in several ways. It forces any organization to think in terms of customer. It places expectation of leadership on senior management in developing & implementation of strategy. The focus on measurement & objective reasoning introduces a reality check in determining the effectiveness of strategy & performance on meeting goals & objectives. This emphasizes on focus on team work, creates an

Word pro-cessing error

expectation that everyone in the organization play a role in the formulation of the strategy. Finally, it supports the inclusion of quality as part of fundamental strategy.Strategy formulation is a process, which can be improved through use of TQ methods. The final benefit of TQ in strategy formulation, is the potential for improvement through this process, each time it is undertaken. The aspect of this process that could be improved are forecasting future demand, assessing internal capability & integrating internal & external perspective into the planning process.Top management requires a method to ensure that their plans & strategies are successfully executed within the organization. A TQ strategy has several elements:-

1. A customer focused vision2. A concept of voice (i.e. suggestion) of the customer3. A way of learning from competitors.4. An expression of caring for employees5. A means of removing the barriers to achieve quality6. A measurement plan.

All these elements can be implemented provided there is willingness & commitment of the management to do so. TQ strategy tries to change the design, process, culture & attitude of the organization. Companies make decision to adopt TQ strategy for 2 basic reason:-

a) To ensure the threat of survivalb) To avail a competitive edge

Example:- M/s Indian Oil Corporation Ltd. In this company TQM implementation started with the initiative of top management. Steps include formation of Quality improvement teams at each unit level. Implementation of quality circle & quality system played a significant role at this phase.The company have changed their focus from production orientation to customer satisfaction. The company has also changed its mission & vision after introduction of TQM. The same communicated at every level of the organization. Thereafter efforts have been made in planning & strategy formulation. In this process the company has introduced many world’s best practices in various areas of operation.The company then focused on automation of each process. They went ahead with implementation of ERP & SCM s/w across the organization.

Q2.a) What is the purpose of Quality Audit?A. In life, achieving something is tough, lent to maintain the achievement & to improve upon is much more difficult. A requires periodic checking, preventive & corrective action on a continuous basis.Any organization, if desires can implement Quality System. Most difficult thing is the maintenance of the same. To maintain quality system to the best of its performance Quality Audit is done. It can be expressed as systematic and independent examination to determine quality activities & related results. Complying with the planned activities and also to determine, whether these arrangements are implemented effectively & are suitable to achieve objective. Hence, this can be concluded that ‘Quality Audit’ is carried out to serve the following purpose:-

i) To check whether the implemented system is working fine or not.

ii) To check, whether the system is adequate or not.iii) To compare the existing system with that of the competitors.iv) To find out the gaps in the existing systemv) To propose the corrective action for any flaws in the system or to plug

holes in the existing system.vi) To compare the existing system w. r. t the present need of the

organization. If need be submit proposal for upgradation.Two types of Quality audit can be done:-

a)Internalb)External

Benefits of Internal Audit:-

-Proposal for updation, time to time to keep pace with the changing surrounding & demand of the environment.-Internal Audit can be used by the management as a control mechanism.-It helps in identifying non-conformities by own people & can be corrected before they are highlighted by external auditor.Benefits of External Audit:--It help in understanding overall QA standard available across the globe.-It also establish the minimum standard met by companies.-It further increases mutual understanding of quality & reduces avoidable cost to customer & supplier & aid to market competitiveness.-It helps to correct evidences on deficiencies.-It facilitates auditee to initiate corrective action.-It informs the management about their standing in the industry w. r. t quality conciousness & status of the system.

Q2.b) Discuss the personal traits, technical ability & professional status required for a quality auditor.A. As it is known that there are two types of quality audits are performed, hence auditors will also be of two types:-

a) internal auditorb) external auditor

Internal Auditors are the employees of the same organization lent normally of different department; while external auditors are from third party agencies. The personal traits, technical ability & professional status are almost equal for both the types of auditors.Personal traits:-

-The auditor should be sober with pleasant personality.-He should be educated.-Good Communicator.-Sincere-Polite-Open Minded-Enquiring-Systematic-Disciplined-Flexible

Technical Ability:--He should be trained on auditing-At least the lead auditor must be registered with IRCA(Int. Register of Certified Auditor)-Should have capability to gather objective evidence-Should be a patient listener-Should be analytical-Should try to include his opinion-Should be knowledgeable enough on the area to be audited.-Should be focused on his responsibility & objective.-Should have previous auditing experience.

Professional Status:--He / She should be moderately experienced in the area of audit-He/She may be at least in the middle management level.

Q3. The core of TQM is the customs-supplier relationship, where the organization process must be managed through system tools and teams. The organization culture, commitment to quality and improve communication are foundation of TQM-Discuss.A. In TQM perspective every organization is an integral part and parcel of long chain

supplier-customer relationship. Each organization is a customer for its supplier and a supplier for its customer. Smooth operation of any organization can only happen if there is a stable relationship among the supplier, organization and its customer. At the two ends of an organization supplier and customer are positioned.

The concept of creating mutually beneficial relationship both with supplier and consumer/customer is a major deviation from the traditional approach of business. The concept of customer orientation has evolve over the years after seeing that regenerated at their and demand generator is what drives any business and keeps it alive. Customer will continue to buy a product only if they are satisfied with the product and hence customer satisfaction has become the main focus of any company. Any business today is around the customer. Customer are at the very centre of any TQ activity. A list of satisfied customer guarantees long term existence of an organization. Customer are the consumption centre of

the produce of a company. To produce the output, any organization needs to have input from suppliers. Hence suppliers are equally important as the customers are. The consistent supply of raw goods of desired quality is the major factor of production with worst quality input, what ever advanced the technology is, good quality output is simply not possible. Hence supplier satisfaction is equally important. Any organization can be sketched like :-

Input output

Under TQM, there are three governing principle which governs customer-supplier relationship.

-Recognition of strategic importance of customer & supplier.-Development of strategic importance of customer & supplier-Establishing relationships based on trust

To establish customer-supplier relationship strategic decision needs to be taken.Now-a – days there are plenty of system tools are available to help the implementation of CSR’s concept in any organization.Supplier Relationship Management Tools:- These tools are web enabled simulation tools having powerful data base support. Such tools improve communication time considerably from the organization for its supplier. Supplier can log on to the organizations web site, collect his order & organize delivery. He can also know the status of his bills, to plan his revenue expenditure.Such tools are very fast, provides accurate information. Organization can send booking orders for material using these tools to reduce time of the whole process. Reduction in delivery time is in turn reducing inventory level & hence more flexibility in revenue capital. Management can receive supplier grievance fast using such tools & take corrective action & increase supplier satisfaction.Customer Relationship Management Tools:- Number of system tools are available now-a-days to address the area of customer management. These all are web enabled tools. Using such tools manufacturer can know even the inventory level at customer’s promises & can plan the dispatch in advance. Customer can also order sitting in his own place using such tools. This helps reducing delivery time & inventory holding, which in turn improves working capital.Customer can send their grievances using these tools & immediately organization can take corrective action. The major change required in an organization to change their orientation /focus towards customer is the attitude, culture, commitment of the employees of the organization. Nothing, even system tools, can help if attitude is negative, commitment is missing & sense of belongingness is absent.So customer orientation & quality consciousness is only possible if a proportionate mixture can happen between strategy, system tools, culture & commitment of the employees of the organization.

Short Answer Type QuestionsQ1. Name the five standards of ISO 9000 series.A. ISO-9001 :- Basic guidelines on selection & use ofO-9000 series of standard.

ISO-9001 :- Quality system model for QA in design, development,

Supplier Organisation Customers

(1994) production, installation & servicing.ISO-9002 :- Quality system for QA in production, installation & servicing.

(1994)ISO-9003 :-Quality system model for QA in final inspection &testing

(1994)ISO-9004-1:- Quality management & quality system element part-1 guidelines.

Q2. Name the three main objectives of ISO-9000 Quality Management System.A. 1) Achieve, maintain & seek to continue improve product quality & services in

relationship to requirement.2) Improve the quality of operation to continually meet customers & stake holders implied & stated need.3) Provide confidence to customer & other stake holders that quality requirement are being achieved in the delivered product.

Q3. What is involved in establishing ISO-9000 quality system.A. The establishment of ISO-9000 quality system consists of three basic aspect &

stagesa) Intentb) Implementationc) Effectivenss

Intent indicates when & how the organization wants to implement Quality System. Quality policy is framed & approved, Apex Quality manual is prepared followed by detailed procedure manual preparation, where sequence, responsibility, time allowed are listed & approved. Once the intent is described rigorous implementation takes place through team work & involvement of masses, education & training etc. The effectiveness of the system is checked through certification audit & further periodical audits.

Q4. Enumerate the effects of implementation ISO-9000 Quality Management System in an organization.A. Implementation of ISO-9000 Quality Mgmt. System is beneficial to the supplier,

consumer, employees & the organization itself. The effect can be summarized as :-- Better image of the organization- Developing new business opportunity.- Providing confidence to customer.- Reduction in waste- Increase productivity.

Q5. List the benefits to the organization of implementing the ISO-9000 SystemA. 1) Reduce rejection rate.

2) Customer Satisfaction3) Reduce product liability4) Constancy in output5) Assured market share6) Team Building7) High Productivity8) Better image of organization9) Customer Confidence10) Better Profitability

Q6. Name the three key elements of ISO-9000 Quality SystemA. The three key elements are:-

a. Quality Assuranceb. Quality Managementc. Quality System

The assurance to customer through quality system in place to provide quality products & service through effective & efficient quality management.

Q7. What are the main documents required to be prepared for a quality management system? What are the advantages of having a system documentation.?A. The main documents required are as follows:-

a) Quality Manual:- This covers quality policy roles & responsibilities & description of business proicess in brief.b) Quality Procedure Manual:- These are the detailed administrative/operational actions of management systems.c) Formats/Checklist/Work Instructions:- Standardized to ensure uniformity contains detailed technical/administrative/operating instructions.

Quality Policy Manual

Procedure Manual

Formats, Checklists, Registers etc.

Advantages:-1. uniformity in approach2. Define roles, responsibilities, no ambiguities.3. Generally desires time period for each activity to monitor efficiency.4. Easy understandability of existing business process for new extant.

Q8. What is quality audit?A. Systematic and independent examination to determine whether quality activities and related result comply with planned arrangements are implemented efficiency and are suitable to achieve objectives.Categories of audit:-Product Audit--Assessing the product qualityProcess Audit--Checking certain manufacturing process and methodsSystem Audit—Assessing the system.Types of Audit:-1. Internal Audit:--carried out by own employees.2. External Audit:-- carried out external agency.

Q9. What type of ability characteristics required from any cooperation by the current world wide competitor. A. In today highly competitive world, the survival of any organization depends upon their strategy to cope up with the ever increasing demand of quality, customers satisfaction, exchanged product and attributes, providing unique product and services, value added product and services.The organization should be capable of the followings :--framing long term business strategy for survival through satisfying and delighting customer,-should have effective focus with quick response time to environmental boundaries.-must have orientation on continuous improvement & creation of quality system -should try to implement the empowerment of employees, training and education -must have orientation towards customer and environment.

Q10. Define TQM; explain on the three TQM axioms.A.TQ is people focused management system that aims at continual increase in customers satisfaction at continually lows real cost. It is a total system approach and an integral part of high level strategy. It works horizontally across functions and decisions

and vertically incomes of employees of the organization. It is also extended backward towards the supplier and forward towards the customers.The least approaches are:--Customer satisfaction -Strategic planning & leadership-Continuous improvement and team work.Q11. What culture changes are need for an effective TQM environment.A. The following culture changes are needs:--Total involvement and commitment & people of all levels.-change in attribute for continuous learning and adopting of change.-participative managed process -clear and unambiguous commitment & direction from top management.-Higher motivational and team spirit Q12. Enumerate the principles for developing team approach for quality improvement?A. In TQ system team approach is found every where across the organization. Team approach enables various part of the organization to work in tender to meet the customers explanation. TQ concept believes in interdependence of team as a way of coordinate work. Head office & cooperate office.Q13. What strategies would you adopt in improving quality in your organization?A. Identification of quality problem from effective, systematic & scientific feed back

from customer both internal & external.B. Formation of a high level committee with clear objective, mission and

empowerment to monitor and provide guidance for quality improvement –i.e. quality policy

C. Conducting training program both internal &external to improve skill level of employees and offer a feel of attitudinal change to be developed.

D. Formation if documentation system and creation of a climate for system orientation and adoption

E. Motivate employees to adopt the quality consciousness as a way of life for survival in the competitive world.Q14. What do you mean by continuous improvement? What approach do you recommend for continuous improvement?A. Improvement is not an one time affair. Any kinds of upgradation whether technological or attitudinal is not an act that one did once and then stopped. It is a continuous process. Any organization needs to strive for this or a consistent basis .This is a continuous improvement in management of all system and process. This includes improvement of product quality, services, design, working culture and process, new business opportunity, Productivity & effectiveness.It is a never ending process. According to me continuous improvement above be the vision of my organization and be included in long term strategy.Q15. What Tools and Techniques would you suggest to be employed by OITs/small group and at individual level for the improvement of quality?A. In order to implement quality system cross- functional team plays any important role. A team is a small and are committed to a common purpose, set of performance goals and directional approach.Suggest the following teams:-Quality council- Management team that provide over all direction and commitmentQuality implementation team- consists of jr. execution supervisors across the functions of company for implementations.Quality circle- At shop floor level with involvement of supplier as and improve the process and performance.Problem solving team- works to improve by identification and solving specific quality problem.

Q16. What is statistical process control? Discuss the common and special causes of variation?A. This refers to controlling a process through analyzing statistically, identifying

variation and its causes, initiating necessary corrective action through improvement

in business process to get desired result. This is based on the fundamental principle that any process is bound to give variations which depends on the process accuracy. Application of statistical tools helps analysing the cause of variation and take necessary corrective action.

Q17. Japanese philosophy is based on the successful combination of kaizen and innovation strategies. Discuss the inherent features in these strategies.A. Kaizen philosophy of Japan means continuous improvement to provide quality

product to customers which is essential to total quality. The combination of attitude and innovative strategies helps organization to improve their process products and services. The cumulative effects of hundreds of thousands of improvements create dramatic change in performance. Continuous improvement is very difficult to achieve unless the attitude of the employees, the culture, the vision and the strategies are inclined towards that.

Q18. What is a flow chart? Draw a flow chart for any process.A. A flow chart is a pictorial representation of a process that shows the sequence of

steps performed from the beginning of the process till the end. Flow chart includes even all the minute steps involved in a process.A typical example of potato chips manufacturing.

Fresh Washed

Potatoes Potatoes Un-pealed potatoes

Pealed-off Potatoes

Soaked Properly

Potato slices Sliced potatoes

not properly shaped (waste)

dried not fried Potato properly (waste) Slices

Properly fried Potatoes

Finished SpicedProduct Potato

Chips

Q20. Explain the process of Quality Function Deployment in Product Development to meet customer needs.

Washing De-scalingOr Pealing off

Slicing of Potato

Soaking in natural

chemicals

Drying Operation

Frying in oil

Mixing with AppropriateSpices

Weighing & Packing

A. Quality Func. Deployment is a methodology need to ensure that customer’s requirements are met throughout the product design process & in the design & operation of prod. System. QFD is both philosophy & set of planning & communication tools that focus on customer’s requirements in coordinating design, manufacturing & marketing of goods. QFD is successfully used by manufacturer of electronic appliances, clothing, construction equipment, firms such as GM, Xerox, Kodak, IBM etc.Customer requirement, need & wishlist are captured & incorporated in the manufacturing process & the result is communicated to the customer in this process.

Q21. Explain Central Limit Theorem. How does it apply to normal distribution curve.A. In this theorem, the central tendency of the data i.e. mass of data in one single value, enable us to get an idea of entire data range.Ex- It is not possible to remember individual income figures of billions of Indians. But if an average income is obtained, a single can approximately represents the entire population. Measure of this tendency also enable us to compare two or more set of data to facilitate comparison.

µ=mean valueNormal Distribution curve

A close look at the normal distribution curve (at above), unveils that most of the values are around the mean value, some of them are away from it. This process of approximation does help one to guess for future may not be accurate.

Q22. Explain the term Capability Index.A. This refers to the process of capability. Capability index is representative of process & evaluated from the data which is free from assignable causes & hence extent of variation exhibited by it only under influence of change causes alone. In case the elimination of assignable causes is not feasible, this can be segregated through test of significance, the difference between reference value & measured value of sample. The capability index is a representative figure of number of defects in the sample in range of variation etc.

Q23. What is an attribute chart? Name the type of charts used varied & constant sample size for defectives & defects. Give the formulae for control limits of each of these & what statistical distribution they are based on?A. A chart where the attributes of a product & services are listed in a graphical manner

giving weightage to each & every attributes proportionate to the impact in the overall performance characteristics due to that particular attribute. The competitor’s product can also be listed for effective comparison & product innovation & development purposes. The different types of charts & graphs used for varied & constant sample size for defects in defective are control charts.

a)X, R chartb)n, np Chartc)C chart etc.

X & R chart based on information of mean & variation of control.n, np chart are used to control overall fraction defective of a process.

UCL= np+3 √3 p (1-p ); LCL=np-3 √np (1-p )

p =Total no. of defective pieces No. of Sample (k)X Sample size(n)

C = chart is applicable to no. of defects per unit pf product.UCL = C +3δ; LCL = C-3δδ = √ C

Q24. The old concept of a quality department, independent of product, is rapidly disappearing. Why?

A. Traditional approach of QC was limited to mere inspection after production process. Products quality were accepted or rejected. Quality was not inbuilt into the production process at every stage.

The present concept believes quality control aim to total quality in all business process of an organization. Hence, Quality is addressed at every stage of the process today QC has become an inbuilt firm of all the depts. across the organization. Compared to old concept of inspection.

Q25. What is a quality control loop. Draw the phase involved in value engineering.A. QC loop is a cycle of activities aimed at towards meeting the needs of customer. Here

feed back is must to achieve the target of customer delight.The representation of loop is as under:-

Needs and Expectations Needs and

Expectations

Q26. What is value engineering? Discuss the phase involved in value engineering.A. It refers to the organized creative approach or technique to effect cost reduction of an

item through identification and elimination of unnecessary cost associated with tis size, quality and design etc.The value= function CostThe successful implementation of value engineering techniques involves following three steps:-Evaluate the functionally comparison

Mgmt. Responsibility

Resource Mgmt.

Process Management

Measure, Analysis & Improvement

C

U

S

T

OM

E

R

C

U

S

T

O

M

E

RInput Process Output

-Development of alternatives and choose best among them.

Q27. What are the aims of standardization?A. The aims are:

-Minimization of variation among same product.-Providing Comprehensive guide lines.- Consistency in quality.- Prevention of defects and reduction of waste.-Achieving continuous improvement -Improve product performance.- Building customer confidence and satisfaction.

Q28. Write short note on Design Review.A. As per ISO 9001: 1994 Clause no 4.4 at a suitable stage, systematic review of design

and development is conducted.It is done to ensure the following:-

a) Evaluate the ability to fulfill requirementb) Identify problems and propose follows action.

Normally participants of such reviews are drawn from functional departments. Here the design & development stages are reviewed and results are record.

Q29. Differentiate between Mean, Medium and Mode.A. Mean:- The ordinary average usually useful for systematical or near systematical

distribution which lack a clearly dominant single peak.B. Medium:- It is usually used for distribution where mode is not well refined for

reducing the efforts of extreme values to data which can be ranked but not economically measurable shades of color usual appearance, odors etc.

C. Mode:- This is used usually for severely skewed distribution, describing an irregular situation where tow peaks and found or for eliminating the effect of extreme value.

Q30. Differentiate between variation and standard deviation.A. A measure of dispersion about is the mean is the variance, it is define as such. It is

determine by squaring each deviation, adding these squares and dividing by number of them

∑ di2 di (X1-X) the deviation from mean. nWhile variance is of fundamental importance in statistical techniques, the most useful measure of dispersion is the square root of the variance, known as standard deviation.

Q31. Differentiate between histograms and s-curve.A. Variation in a process always exist and display generally a pattern that can be captured

in a histogram. It is a graphical representation of variation in the set data. It follows frequency of number of observations of a particular value within specified group.

Q32. Explain normal Distribution, Binomial Distribution and poison Distribution.A. Normal Distribution:-

This indicates the pattern of variation and distribution. In the figure the f(x) has maximum value where x=µ the curve is divided into two equal part, which mean median of distribution also coincide with mean and node. f(x)

X µ

B. Binomial Distribution:- It is type of probability distribution in respect of occurance of an event .if ‘n’ are no. of trials and ‘r’ is the success not in ‘n’ trials, ‘p’ is probability of success and ‘q’ is probability of failure then, pr, qn-r is probability of getting ‘r’ success and (n-r) failure in the particular order.

C. Poission Distribution:- It is another discrete probability distribution reduced form binomial distribution when the data set is too large i.e. no. of trials are very large and probability of success is very small.

Q33. What do you mean by skewed, peaked (lepto kurtic) and flat (platy kurtic) distribution.A. Skewed Distribution:- When the data are not systematical, it is called assymetical or skewed distribution. When the dispersion of data mostly confined near peak value of the distribution curve it is refered as peaked and uniform tendency of distribution normally is parallel to x-axis is known as flat distribution. These process are used for statistical Quality Control.

Q34. What is the difference between ‘Quality Assurance’ and Quality Control?A. Quality has been defined in many ways like degree of excellence, life of product, cost

of product, fitness for use, conformance to requirement and customer satisfaction etc.These need based definition represents only certain facts of quality. The achievement of satisfactory quality involves all stages of quality loop.While QC helps organization in attainment of quality through operational techniques aim activities regd for quality, yet customer looks towards to assurance in regard to product quality.The focus of QA is on planning for quality with systematic approach, stress is on providing confidence and demonstration to customers. This concept has led industry to shift focus from QC to QA.

Q35. Write a short note on ‘Cusum Chart’.A. Detecting efficiently small but important changes in process levels, the cumulative sum

(cusum) chart is used very much. The cusum technique remains a specified target value and a sequence of readings. These readings could be individual data value, discrepancies, simple statistics like mean, range etc so as to indicate variable or attribute.The deviation of the readings are added cumulatively and the sum are plotted sequentially. This provides the cusum line when the process is running on target, horizontal.The slope of this line over a certain period of time corresponds to the mean level of performance for that period therefore , a change in slope indicates a change in process performance.

Q36. What is Parretto Analysis? Explain with example.A. This is a techniques used for prioritizing the types or sources of problem. This separate

normal vital few from trivial many and provide help in selecting directions for improvement. In a parretto distribution the characteristics are ordered from largest frequency to the smallest.Example:-If the data are placed, in the order of decreasing frequency, the result is in Air time operation.A cumulative frequency curve is usually drawn on the histogram which shows the relative magnitude of defects and can be used to identify the most promising opportunities for improvement.

Frequency 100

Cumulative 50 percentage

2314742

Baggage Poor Missed lost ticketingDelay cabin connec. Bagg. Error

Service

Q37. What do you mean by OC Curve. Explain the terms Acceptable Quality Level, Lot Tolerance Percent Defective, Producer’s Risk and Consumer’s risk.A. A curve between the percentage defective in the lot and probability of acceptance of the lot, under any given sampling plan is known as QC or operating characteristics curve. Diagram Acceptable Quality level (AOQL) is the percentage defective which can be rejected.

Lot Tolerance Percentage Defective The probability of acceptance of such lot which faces risk of accepting as bad. Any sample plan will have always a risk , Consumers Risk- A very bad lot can pass the quality test. Producers Risk- A very good lot can be rejected.

Q38. In the production of an item, the process is said to be under control, if the diameter have a mean of 3.5 inches and a standard deviation of 0.05 inches. Construct a control chart for the mean of a random sample of size (a) 10.and (b), showing the warning and the control limits on the graph paper.A. calculations:-

(a) sample size n = 10µ =3.5” δ =0.05”

UCL = µ + 35_ √n

= 3.5 + 3 (0.05) = 3.547 √10

LCL x = µ– 3δ = 3.5 – 3 (0.05) =3.452

√n

B. n=20;UCL= 3.5+ 3(0.05) = 3.533

√20LCL= µ - 3δ = 3.5 – 3(0.05) = 1.96 (0.05) = 3.433

√n √20 √20Lower warning unit : = x - 1.96δ =3.433 – 1.96 (0.05)=3.411

√n √20Upper warning unit :

=x +1.96 (0.05) = 3.583+ 1.96 (0.05) = 3.554 √20 √20

Q41. Discuss what all should be included in the following clauses of ISO-9001 1994.A. Management Responsibility:- Management must assign responsibility for all function that affect quality to executive with necessary authority and ability is put as management representatives. It is responsible to coordinate all functions, so that requirements are met.Quality System:-Preparation of documented quality system, procedure and instructions in accordance with requirement of standards, effective implementation of quality system.Control Review:-Review of contract between supplier and customer where the requirements are documented and record of the periodic review is maintained.

document and Data control:-Supplier shall establish and maintain documented system to approve a document prior to issue review, update & re-approve identify current revision & ensure the relevant version only is available at points of use. Ensure that documents of external origin are identified & distribution control.Process Control:-Supplier shall ensure that incoming product is not need or processed until the same has been inspected as per quality plan during all stages of process.Control of non-confirming products:-Maintain procedure to ensure that the product which does not confirm to specification is prevented from use or installation.

Q42. Discuss the procedure, tools and techniques used to ensure the quality of purchased goods.A. The process of purchasing is required to be controlled to ensure that purchased

products confirms to requirement.The objective of purchase is to ensure continually the supply of good quality raw material are reduce ultimate cost.These tools are generally available for vendors performance rating:-

a) Categorical planb) The weight – point plan.c) Cost- ratio plan.d)

Q43. What should a purchase specification contain?A. The purchase specification generally contain the following information:-

a) Internal application of product.b) Class, type, characteristics and intended performance criteria for product

including source in some cases.c) Relevant codes and standard for material selection, manufacturing, testing,etc.d) Relevant testing criteria for acceptance.e) Ranking and delivery instruction.f) Mode of payment to supplier.g)

Q44. Define inspection. What are the reasons for carrying out inspection?A. The verification of attributes or characteristics of product and service against specified

requirements are done in inspection it could be a dimensional details/ tolerance and metallurgy for spare parts number of customer complaints need ands solved could a indication for service organization. The reasons for inspection are as follows:-

a) Product confirms to specify requirement.b) Whether process is under control or requires corrections.c) The pattern of defects if any, approach for corrective action.d) Customer confidence that product meets specification.

Q45. Discuss the role of measurement in achieving quality.A. measurement plays a vital role in QC. A consistent, accurate and timely information

across functional areas of business provides real time information for evaluation and improvement of process, products and services to meet business objective and rapidly changing customer needs. The measurement can be of following types:-

a)Customer satisfaction measurement. b) Financial and market performance.c) Supplier and partner relation measure.d)Organization effectiveness measure.e) Measurement of confirmation to quality standard preset.

Unless anything in life is measured w.r.t some reference standard (i.e. Bench Mark) it is simply possible to know whether the activity is in right path or not. Hence measurement is of immense importance in quality.

Q46. What do you mean by Total Quality Management? What does it focus on?A. TQM is a quality focused, customer oriented, integrative management method

emphasizes continuing & cumulative gains in quality, productivity & cost reduction. Through continuous improvement in product design, reduction in operating cost & losses, waste & upgradation & improvement. It focus on four PIs:--People involcements-Product process innovation-Problem Investigation-Perpetual Improvement.

Q47. Compare the Approaches of Crosby, Deming & Juron to manage quality in a tabular form.A.

Deming Juron Crosby

It provides philosophy It provides Specific structure which helps in materialization of three principles

The essence of Crosby philosophy is combined in what he calls the absolutes of QM & basic element of improvement.

Refers to an obsession with quality.

Refers to habit of Quality

Refers to conformance or requirement not goodness

Uses the word innovation

Uses the word break through

Uses the word Zero Defect. As per him the performance standard should have zero defect.

Q48. DPDCA cycle means:-

A. MeansEvaluate, Plan, Do, check and Act.

Q49. Quality Improvement Team should:-

A. A should be selected on project basis from cross function and multidisciplinary fields.

Q50. The role of performance measurement in cycle of never ending improvement is:-A. Identifying opportunities for improvement and do the necessary corrective action.

Case Study

Synopsis of the case study :-The case study is all about testing samples of the Tyre company named as Goodman Tyre & Rubbs Company. The company uses X & R- chart to study & control its manufacturing process..They take 20 samples from each shifts out of which 3 are radial tyres. As we are aware that the control charts help the manager to understand whether the manufacturing process is under control or not & indicates the necessity of initiating the corrective action, in this

case-study also the suggestive & corrective decisions have been asked. The questions are replied accordingly with the help of respective calculation & graphical representation as mentioned in the subsequent progress.

Q1. Draw R & X chart

Sample size is 20

R = R1+R2+-----------R20

20=(14+17+9+8+9+6+12+6+8+13+14+6+15+26+11+12+8+11+11+12)/20

R =11.4

X =X1+X2+--------------X20

20=(33.67+26.33+29.67+21.00+34.00+39.67+22.33+28.67+36.00+25.33+32.33+22.33+24.33+31.67+24.00+34.33+32.00+33.33+25.00+27.33) / 20

=583.32/20=29.166

As UCL=D4.R; D4 for n=3 from given table 2 is 2.57=2.57x11.4=29.298

LCL =D3.R; D3 for n=3 from given table no.2 is 0=0xR=0

Incomplete

Q2. What are the indicators that the process is in state-of-control or out of control because of assignable cause? Enumerate the basic rules prompting action.

A. Since in the graph it is seen that all the points lies within the control limit of x chart, the process is largely in state of control.But the close observation of distribution of points indicates that change or jump in level occurs even through no points fail outside the control limits like sample 4 -5, 5 – 6, 6 – 7&7 – 8.etc.This falls under assignable cause. This may be because of sudden change in setting of machine due to inexperienced operator.Further the points on these control charts indicates psychological, chemical as mechanical reason related to the machine.

Q3. Make suggestion to improve the process.A. My suggestion can be as under:-

a) Close identification of facts related to man & machine.b) Rectification of machine & removal of immediate cause for variation in the

machine performance.c) The operators require through training for setting and operations of the

machine so that desired result can be obtained.