Examination Paper: Quality Management
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
1. If the amount of energy available for the intended function be ‘a’ and the amount of energy
wasted be ‘b’ then Signal to noise ratio will be:
a. a/b
b. (a-b)/b
c. b/a
d. (a+b)/b
2. The number of orthogonal arrays added by Taguchi to the original work of Sir R A Fischer, was:
a. 3
b. 2
c. 1
d. 4
3. If the a for each t test be 0.2 then for 4 ‘t’ tests the probability of a correct decision will be:
a. 0.0008
b. 0.0016
c. 0.0002
d. None of the above
4. This is not a rapid prototype technique.
a. Stereo lithography
b. Solid ground curing
c. Solid ground searching
d. None of the above
5. 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
..............
9. The basic plan-do-study-act (PDSA) cycle was first developed by:
a. Deming
b. Shewhart
c. Juran
d. Fleming.
10. One of the best approach having three components, can be used for process improvement, is:
a. Loran trilogy
b. Turan trilogy
c. Sudan triology
d. Juran triology
Part Two:
1. Write a note on ‘Kano model’ of customer requirement.
2. Define Herzberg’s two factor theory.
3. Write a note on Pareto analysis.
4. What do understand by Benchmarking?
5. Define “Degree of freedom”.
Caselet 1
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. Philips operates through forward integration with
its own authorized dealer’s network in India. The company has maintained its ...................
Executive of the company. “Philips India Ltd. 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. The movement, as it has
become today, spans the Siemens, worldwide network though it is at various stages of
implementation and development in different countries, and is not implemented uniformly across
divisions. The Top movement started about three years ago by Siemens AG as .................
east Asia. A competence centre has been define as a Siemens arm with special competencies in
specific businesses in a particular country, that in term can serve Siemens concerns in other
countries.“We have to innovate many solutions that we provide, such as in automation. Existing
global technologies often do not fit in local customer need.” Says Chindarkar. 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. Mechanical products such as cars do break down. Cars often are serviced by the car dealer.
How can a car dealer use the service department to enhance future car sales?
2. Using trade journals, professional society magazines, periodicals, and your networking
ability, identify two examples of quality by design success stories and explain their results.
IIBM Institute of Business Management 1
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
1. If the amount of energy available for the intended function be ‘a’ and the amount of energy
wasted be ‘b’ then Signal to noise ratio will be:
a. a/b
b. (a-b)/b
c. b/a
d. (a+b)/b
2. The number of orthogonal arrays added by Taguchi to the original work of Sir R A Fischer, was:
a. 3
b. 2
c. 1
d. 4
3. If the a for each t test be 0.2 then for 4 ‘t’ tests the probability of a correct decision will be:
a. 0.0008
b. 0.0016
c. 0.0002
d. None of the above
4. This is not a rapid prototype technique.
a. Stereo lithography
b. Solid ground curing
c. Solid ground searching
d. None of the above
5. 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
..............
9. The basic plan-do-study-act (PDSA) cycle was first developed by:
a. Deming
b. Shewhart
c. Juran
d. Fleming.
10. One of the best approach having three components, can be used for process improvement, is:
a. Loran trilogy
b. Turan trilogy
c. Sudan triology
d. Juran triology
Part Two:
1. Write a note on ‘Kano model’ of customer requirement.
2. Define Herzberg’s two factor theory.
3. Write a note on Pareto analysis.
4. What do understand by Benchmarking?
5. Define “Degree of freedom”.
Caselet 1
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. Philips operates through forward integration with
its own authorized dealer’s network in India. The company has maintained its ...................
Executive of the company. “Philips India Ltd. 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. The movement, as it has
become today, spans the Siemens, worldwide network though it is at various stages of
implementation and development in different countries, and is not implemented uniformly across
divisions. The Top movement started about three years ago by Siemens AG as .................
east Asia. A competence centre has been define as a Siemens arm with special competencies in
specific businesses in a particular country, that in term can serve Siemens concerns in other
countries.“We have to innovate many solutions that we provide, such as in automation. Existing
global technologies often do not fit in local customer need.” Says Chindarkar. 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. Mechanical products such as cars do break down. Cars often are serviced by the car dealer.
How can a car dealer use the service department to enhance future car sales?
2. Using trade journals, professional society magazines, periodicals, and your networking
ability, identify two examples of quality by design success stories and explain their results.
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