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QM0019 – FOUNDATIONS OF QUALITY
MANAGEMENT
1. (i) Define “Total Quality Management”
(ii) Describe the eight key dimensions of quality according to Garvin.
(Definitions of TQM, Detailed description of Eight dimensions of quality)
2. Explain the contributions of the
following quality gurus towards quality management:
(a) Masaki Imai
(b) W. Edwards Deming
3 Describe ‘Quality policy’ and ‘Quality
Objectives’ in details with examples. (Description of quality policy with an
example, Description of quality objectives with an example)
4.
Explain the following in brief:
(a) Quality audits
(b) Productivity
5. (a) Knowledge Management
(b) Quality Awards
Short notes on ‘Knowledge Management’
Short notes on ‘Quality Awards
6.
Define ‘Quality Costs’. Describe the different types of Quality Costs.
(Definition of Quality Cost, Description of the different types of Quality
Costs)
QM 0020- Quality in Service Industries
1 Discuss the Capability Maturity
Model Integration(CMMI)
Explanation
of CMMI
CMMI
constellations
CMMI
maturity levels
2 Explain the five dimensions of
Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the
service gap.
Definition
of Service quality
Explanation
of five dimensions of Service quality
3 How is Service quality related to customer
satisfaction, loyalty, and Value?
Explanation
4 Explain the various reasons for
Service failure and also the two types of service failure.
Explanation
of service failure and its two types
Reasons
for service failure
5 Give reasons why providing high-quality
service depends on efficient co-ordination between different functional
areas/departments of an organisation.
Explanation
of the role of different departments in managing service quality
Steps
in providing high-service quality
6. Explain the various services
provided by retailers. Also explain the various approaches to service quality
in retailing.
Services
Provided by retailers
Approaches
to service quality in retailing
QM0021: STATISTICAL PROCESS CONTROL
1 (a) What are the two main causes of variation?
Explain.
(b) Define the term ‘process’. Give an
example of process.
Explanation
of two causes of variation.
Definition
of a process and example of a process.
2 What is meant by Standard Deviation?
(b) Calculate the standard deviation of
the following data, which represents the number of defective products by a
machine: 4, 2, 5, 8 and 6
Meaning
of Standard Deviation
Calculation
of Standard Deviation with steps
3 Give the meaning of the following basic
terminologies in Probability:
i) Sample Space
ii) Mutually Exclusive events
b) Mention the properties of probability
c) Define the term ‘random variable’
Meaning
of ‘sample space’ and ‘mutually exclusive events’
Properties
of probability
Definition
of ‘random variable’
4 Differentiate between accuracy and
precision.
(b) Write a brief note on ‘Funnel
Experiment’
Difference
between Accuracy and Precision
Brief
note on ‘Funnel experiment’
5 Define the terms: ‘process capability’
and ‘process stability’. Explain Cp index and Cpk index.
Definition
of ‘process capability’ and ‘process stability’
Explanation
of Cp Index and Cpk Index
6 Give the meaning of the following:
i)Hypothesis testing
ii) Control chart
iii) Experimental design
iv) Acceptance Sampling
QM0022: TQM TOOLS AND TECHNIQUES
1 List the
seven basic quality control tools. Describe any three of them.
Listing the seven basic quality control tools
Description of any three quality control tools
2. Define
Benchmarking. Explain the types of benchmarking.
Definition of Benchmarking, Explanation of the
types of benchmarking
3 Write short
notes on the following:
(a) Continuous
Improvement Process
(b) Poka Yoke
4 Define ‘Six Sigma Methodology’. What are the key
roles in Six Sigma methodology? Explain DMAIC methodology of Six Sigma.
Definition of Six Sigma methodology
Explanation of key roles of six sigma
Explanation of DMAIC methodology
5 What is
‘FMEA’? Explain the concept of ‘Risk Priority Number’.
Meaning of FMEA
Concept of ‘Risk Priority Number’.
6 Write short
notes on the following:
(a) Design of Experiments
(b)
Just-In-Time (JIT) 
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