Xavier - Total Quality Management

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Total Quality Management

Note: (i) There are two sections: Section A and Section B.

(ii) Attempt any three questions from Section A, carrying 20 marks each.

(iii) Section B is compulsory and carries 40 marks.

SECTION A

1. (a) Explain with examples the difference between proactive action and reactive action in the context of TQM.

(b) Which of the quality gurus, in your view, have most significantly influenced the quality movement since World War II? Briefly discuss the main points of the contribution of one such guru.

2. (a) "TQM requires a transformation in thinking about how you view your customers, suppliers and shareholders." Explain, citing any research evidence.

(b) Discuss the various types of quality costs .what kind of costs should a firm be more concerned with and why?

3. (a) What is benchmarking ? What are the different types of benchmarking in relation to objects being benchmarked?

(b) What do you mean by 'Zero Defects’? What are the 14 steps that Crosby has suggested to build up Zero Defects movement?

4. (a) ''Empowering people in the organization is an essential element of TQM. "Discuss and explain the role of education and training in this respect.

(b) How can a healthy environment (in the context of Health and safety) in an industrial organization be maintained? How will it help in quality management?

5. (a) How does an organization working on ISO 9000 QMS control the process of production ? How are non-conformities controlled?

(b) What is audit report and what are the essential aspects that should be included in it ?

SECTION B

6. Read the following case carefully and answer the questions given at the end.

CARCOM : THE TQM INITIATIVE

'Carcom' is a supplier of automotive safety components employing around 700 staff which is located on two sites in Northern Ireland. The...