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KARPAGAM INSTITUTE OF TECHNOLOGY

B.E. / B.TECH. CONTINUOUS ASSESSMENT INTERNAL TEST-I

REGULATIONS 2008

VII SEMESTER : AERONAUTICAL ENGINEERING

08018006 - TOTAL !UALITY MANAGEMENT

"ATE:06/08/201# TIME : 10.#0 AM $% 12.00 PM

MA&.MARKS : '0

PART A

A()*+, A !+)$%() ' 2 10 MARKS3

1. What are the basic concepts of Total Quality Management?

2. What are the benefits of Total Quality Management?

3. List the Dimensions of Quality.

4. Define Team an Team !or".

#. Define #$.

PART B

A()*+, ANY FIVE !+)$%() ' 8 0 MARKS3

1. %ame the Demings 14 points of Management.

2. &a' Describe (uran)s Quality Trilogy.

&b' Define Quality.

3. *riefly e+plain the role of $enior Management.

4. What are the importances of performance appraisals?

#. ,luciate the characteristics of Quality Leaers.

-. ,+plain the basic principles of TQM.

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.,laborate the uties of Quality /ouncil.

KARPAGAM INSTITUTE OF TECHNOLOGY

B.E. / B.TECH. CONTINUOUS ASSESSMENT INTERNAL TEST-I

REGULATIONS 2008

VII SEMESTER : AERONAUTICAL ENGINEERING

08018006 - TOTAL !UALITY MANAGEMENT

"ATE:06/08/201# TIME : 10.#0 AM $% 12.00 PM

MA&.MARKS : '0

PART A

A()*+, A !+)$%() ' 2 10 MARKS3

1. 45$ ,+ $5+ 7) %(+9$) % T%$ !$; M(

Management /ommitment0 /ustomer ocus0 nolement an utiliation of entire !or"

force0 /ontinuous mproement0 Treating $uppliers as 5artners 6 ,stablish 5erformance

Measures for the processes

2. 45$ ,+ $5+ 7+(+$) % T%$ !$; M(

mproe 7uality0 ,mployee participation0 Team !or"0 Wor"ing relationships/ustomer satisfaction0 ,mployee satisfaction0 5rouctiity0 /ommunication5rofitability0 Mar"et share

#. L)$ $5+ "=+()%() % !$;>

The imensions of 7uality are

5erformance

utures

/onformance

8eliability

Durability

$erice

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8esponse

9esthetics 6

8epetition

. "+(+ T+= (? T+= *%,@>

9 team is efine as a group of people !or"ing together to achiee common

ob:ecties or goals.

Team!or" is the cumulatie actions of the team uring !hich each member of the

team suborinates his iniiual interests an opinions to fulfill the ob:ecties or

goals of the group.

'. "+(+ 'S.

#$ means eerything it its place.

1. $,8 ; 5roper arrangement

2. $,T=, ; Discipline

PART B

A()*+, ANY FIVE !+)$%() '80 =,@)3

1. N=+ $5+ "+=(

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,liminate the !or" stanars an numerical 7uotas

8emoe *arriers that rob hourly !or"er of the right to prie in !or"manship.

nstitute igorous programme of eucation an retraining

Define the top management)s permanent commitment to eer improing 7uality an

prouctiity.

2. 3 "+),7+ ,() !$; T,%

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#. B,+; +9( $5+ ,%+ % S+(%, M(

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They gie priority attention to e+ternal an internal customers an their nees.

They empo!er0 rather than control0 suborinates.

They emphasis improement rather than maintenance.

They emphasis preention.

They emphasis collaboration rather than competition.

They train an coach0 rather than irect an superise.

They learn from the problems.

They continually try to improe communications.

They continually emonstrate their commitment to 7uality.

They choose suppliers on the basis of 7uality0 not price.

They establish organiational systems to support the 7uality effort.

They encourage an recognie team effort.

6. E9( $5+ 7) 9,(9+) % T!M.

The basic principles for the Total Quality Management &TQM' philosophy of oing business are to satisfy

the customer0 satisfy the supplier0 an continuously improe the business processes. Questions you may

hae inclueE

o! o you satisfy the customer?

Why shoul you satisfy the supplier?

What is continuous improement?

&1' SATISFY THE CUSTOMER: The first an ma:or TQM principle is to satisfy the customerFFthe

person !ho pays for the prouct or serice. /ustomers !ant to get their moneyGs !orth from a

prouct or serice they purchase.

U)+,)E f the user of the prouct is ifferent than the purchaser0 then both the user an customer

must be satisfie0 although the person !ho pays gets priority.

C%=9(; 95%)%95;E 9 company that see"s to satisfy the customer by proiing them alue for

!hat they buy an the 7uality they e+pect !ill get more repeat business0 referral business0 an

reuce complaints an serice e+penses. $ome top companies not only proie 7uality proucts0

but they also gie e+tra serice to ma"e their customers feel important an alue.

I($+,( )$%=+,): Within a company0 a !or"er proies a prouct or serice to his or her

superisors. f the person has any influence on the !ages the !or"er receies0 that person can be

thought of as an internal customer. 9 !or"er shoul hae the minFset of satisfying internal

customers in orer to "eep his or her :ob an to get a raise or promotion.

C5( % )$%=+,):

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ultimate customer.

&2' SATISFY THE SUPPLIER: 9 secon TQM principle is to satisfy the supplier0 !hich is the

person or organiation from !hom you are purchasing goos or serices.

E$+,( )99+,): 9 company must loo" to satisfy their e+ternal suppliers by proiing them

!ith clear instructions an re7uirements an then paying them fairly an on time. t is only in the

companyGs best interest that its suppliers proie it !ith 7uality goos or serices0 if the company

hopes to proie 7uality goos or serices to its e+ternal customers.

I($+,( )99+,): 9 superisor must try to "eep his or her !or"ers happy an prouctie by

proiing goo tas" instructions0 the tools they nee to o their :ob an goo !or"ing conitions.

The superisor must also re!ar the !or"ers !ith praise an goo pay.

G+$ 7+$$+, *%,@: The reason to o this is to get more prouctiity out of the !or"ers0 as !ell as to

"eep the goo !or"ers. 9n effectie superisor !ith a goo team of !or"ers !ill certainly satisfy

his or her internal customers.

E=9%*+, *%,@+,):

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