Examination Paper of Quality Management
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
1. Which of the following techniques is used by quality Control Circles?
a. Brainstorming
b. Pareto Analysis
c. Check Sheets
d. All of the above
2. It is a means of getting a large number of ideas from a group of people in a very short time.
a. Brainstorming
b. Pareto Analysis
c. Check Sheets
d. None
3. Cause and effect diagram is an investigation tool. This is also called_____________
a. Ishikawa
b. Histogram
c. Both (a) & (b)
d. None
................
7. Six Sigma is a business management strategy originally developed by___________
a. Motorola
b. Toyota
c. Wipro
d. None
8. The basic plan-do-study-act (PDSA) cycle was first developed by
a. Deming
b. Shewhart
c. Juran
d. Fleming.
9. The quality system other than ISO 9000
a. PS 9000
b. CS 9000
c. AS 9000
d. LS 9000
10. The multiplication of importance of customer, scale up facture and sales point is called
a. Relative weight
b. Absolute weight
c. Weight of scale
d. Weight of sales
Part Two:
1. Discuss the concept of Business Process Reengineering.
2. What do you mean by process capability?
3. Describe the advantages of „Statistical Quality Control?.
4. Write a short note on „Quality Circles?.
Section B: Caselets (40 marks)
•?This section consists of Caselets.
•?Answer all the questions.
•?Each caselet carries 20 marks.
•?Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
END OF SECTION A
Examination Paper of Quality Management
3
IIBM Institute of Business Management
Philips India Ltd. previously called Pieco Electronics Ltd., a MNC has Dutch parents and its major
plant in Calcutta. The company is having a very sound corporate image in India for its electronic
products, namely TVs, Radios, transistors, battery cells, electric bulbs, electric tubes, two-in-ones, etc.
Indians love to have Phillips products, which are more costly than various Indian electronics products
brands, as they maintain a better quality. ...............
service better, customer helpline documents, promptness in delivery, etc. Internal customer satisfaction
was improved by strengthening internal supplier-internal customer chain with self-appraised vendor
services. The inputs from the internal customers were obtained regularly for carrying out performance
appraisal of the officers. The practice kept the officers on their toes. “Today. The company has not
only recovered from its previous labour trouble but also has counted has counted itself amongst the
few world-class companies: It has obtained recognition the world-over by winning the most coveted
award- The European Quality Award”, says the Chief Executive of the company. “Philips India Ltd.
Examination Paper of Quality Management
4
IIBM Institute of Business Management
has become a benchmark for various competitors in India and abroad”, the CEO of the company adds
further.
Questions:
1. Discuss the various labour troubles which compelled the company management and its Dutch
parents to decide to wind up the Calcutta plant. What were the problems?
2. How would you apply the Phillips India policy to help other electronics companies in India to
implement TQM?
Caselet 2
Siemens is a short and simple word. But Siemens is at the top. Top covers a vast gambit. The patent
for a miniaturized hearing aid is TOP. Futuristic business and technology roadmaps are Top.
Shareholder returns are also top. In Germany, a new performance-linked management ranking system
is Top. In Turkey, process time optimization is Top. In India, Taguchi methods for quality monitoring
are Top. Value chains are Top. Top means different things in different countries, companies, business
and even divisions. But today, what began as an acronym for time-optimized processes has become a
term applicable to any management initiative-in R&D, human resources, shop floor management,
communication, organizational restructuring. ......................
With Siemens AG having re-affirmed its commitment to the Asia-Pacific region, Siemens Ltd is today
looking at networking itself into the global scene, through innovations and unique products. Naturally,
the Top initiative will be crucial in this effort. What perhaps makes the Top program so easy to adopt
and implement is its flexibility. What could otherwise become disjointed management concept or
practices are united in Top?s common temple model at Siemens.
Questions:
1. What is the Top initiative in Siemens AG? Discuss it various aspects.
2. What are the Top eight initiatives for innovation in Siemens AG? Evaluate their impact on quality
and TQM.
1. Describe the TQM framework for quality improvement; also explain the various benefits of
TQM.
2. Explain the followings.
a. Brainstorming
b. Pareto Analysis
c. Control Charts
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
1. Which of the following techniques is used by quality Control Circles?
a. Brainstorming
b. Pareto Analysis
c. Check Sheets
d. All of the above
2. It is a means of getting a large number of ideas from a group of people in a very short time.
a. Brainstorming
b. Pareto Analysis
c. Check Sheets
d. None
3. Cause and effect diagram is an investigation tool. This is also called_____________
a. Ishikawa
b. Histogram
c. Both (a) & (b)
d. None
................
7. Six Sigma is a business management strategy originally developed by___________
a. Motorola
b. Toyota
c. Wipro
d. None
8. The basic plan-do-study-act (PDSA) cycle was first developed by
a. Deming
b. Shewhart
c. Juran
d. Fleming.
9. The quality system other than ISO 9000
a. PS 9000
b. CS 9000
c. AS 9000
d. LS 9000
10. The multiplication of importance of customer, scale up facture and sales point is called
a. Relative weight
b. Absolute weight
c. Weight of scale
d. Weight of sales
Part Two:
1. Discuss the concept of Business Process Reengineering.
2. What do you mean by process capability?
3. Describe the advantages of „Statistical Quality Control?.
4. Write a short note on „Quality Circles?.
Section B: Caselets (40 marks)
•?This section consists of Caselets.
•?Answer all the questions.
•?Each caselet carries 20 marks.
•?Detailed information should form the part of your answer (Word limit 200 to 250 words).
Caselet 1
END OF SECTION A
Examination Paper of Quality Management
3
IIBM Institute of Business Management
Philips India Ltd. previously called Pieco Electronics Ltd., a MNC has Dutch parents and its major
plant in Calcutta. The company is having a very sound corporate image in India for its electronic
products, namely TVs, Radios, transistors, battery cells, electric bulbs, electric tubes, two-in-ones, etc.
Indians love to have Phillips products, which are more costly than various Indian electronics products
brands, as they maintain a better quality. ...............
service better, customer helpline documents, promptness in delivery, etc. Internal customer satisfaction
was improved by strengthening internal supplier-internal customer chain with self-appraised vendor
services. The inputs from the internal customers were obtained regularly for carrying out performance
appraisal of the officers. The practice kept the officers on their toes. “Today. The company has not
only recovered from its previous labour trouble but also has counted has counted itself amongst the
few world-class companies: It has obtained recognition the world-over by winning the most coveted
award- The European Quality Award”, says the Chief Executive of the company. “Philips India Ltd.
Examination Paper of Quality Management
4
IIBM Institute of Business Management
has become a benchmark for various competitors in India and abroad”, the CEO of the company adds
further.
Questions:
1. Discuss the various labour troubles which compelled the company management and its Dutch
parents to decide to wind up the Calcutta plant. What were the problems?
2. How would you apply the Phillips India policy to help other electronics companies in India to
implement TQM?
Caselet 2
Siemens is a short and simple word. But Siemens is at the top. Top covers a vast gambit. The patent
for a miniaturized hearing aid is TOP. Futuristic business and technology roadmaps are Top.
Shareholder returns are also top. In Germany, a new performance-linked management ranking system
is Top. In Turkey, process time optimization is Top. In India, Taguchi methods for quality monitoring
are Top. Value chains are Top. Top means different things in different countries, companies, business
and even divisions. But today, what began as an acronym for time-optimized processes has become a
term applicable to any management initiative-in R&D, human resources, shop floor management,
communication, organizational restructuring. ......................
With Siemens AG having re-affirmed its commitment to the Asia-Pacific region, Siemens Ltd is today
looking at networking itself into the global scene, through innovations and unique products. Naturally,
the Top initiative will be crucial in this effort. What perhaps makes the Top program so easy to adopt
and implement is its flexibility. What could otherwise become disjointed management concept or
practices are united in Top?s common temple model at Siemens.
Questions:
1. What is the Top initiative in Siemens AG? Discuss it various aspects.
2. What are the Top eight initiatives for innovation in Siemens AG? Evaluate their impact on quality
and TQM.
1. Describe the TQM framework for quality improvement; also explain the various benefits of
TQM.
2. Explain the followings.
a. Brainstorming
b. Pareto Analysis
c. Control Charts
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