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Total Quality Management
April 2025 Examination
Q1. Discuss on the relevance of the
statement ''Quality always comes at a cost’ in context of the concept of the
Cost of Quality (CoQ), explaining in details the four components of CoQ. Illustrate
the concept with references from any industry/ organisational instance of your
choice. (10 marks)
Ans
1.
Introduction
The
adage "Quality always comes at a cost" underscores the inherent
trade-offs that organizations face when striving for superior quality in their
products or services. While investing in quality improvement initiatives
requires resources, it can significantly reduce long-term operational
inefficiencies and boost customer satisfaction. The Cost of Quality (CoQ)
provides a structured framework to understand these trade-offs. CoQ encompasses
all expenses related to ensuring quality and includes costs for achieving,
maintaining, and rectifying quality-related issues. This concept is critical in
Total
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Q2.
Discuss the relevance
of Supplier relationship
and explain the
various approaches for supplier
sourcing and evaluation
as applicable to
any organisation targeting
total quality. Support your answer
giving suitable references from the industry. (10 marks)
Ans
2.
Introduction
In
the pursuit of Total Quality Management (TQM), building and maintaining strong
supplier relationships is essential. Suppliers are pivotal in ensuring that raw
materials, components, and services meet the required standards of quality,
enabling organizations to deliver superior products and services to customers.
Effective supplier relationships go beyond transactional interactions; they
focus on collaboration, trust,
Q3. Quality Function Deployment
(QFD) is a strategic method of comprehending customer`s choices, translating
the choices into product features and design the products. The concept is
extensively used in both manufacturing as well as service industries. Assuming any reference of a manufacturing or
service industry of your choice, explain the following aspects of QFD.
a. Discuss in brief the process of
concept of 'Quality Function Deployment' and highlight its benefits. (5 marks)
Ans
3a.
Introduction
Quality
Function Deployment (QFD) is a customer-centric approach that bridges the gap
between customer preferences and product or service design. Originating in
Japan in the 1960s, QFD employs a structured methodology to identify customer
needs, translate them into technical specifications, and integrate these into
the development process. This strategic tool ensures that every stage of design
and production aligns with the customer’s voice, promoting higher satisfaction
and competitive advantage. Widely adopted across manufacturing and service
industries, QFD reduces time-to-
b.
Explain how the concept of Poka yoke be applied to ensure Quality being
deployed into products and services.
(5 marks)
Ans
3b.
Introduction
Poka-yoke,
a Japanese term meaning "mistake-proofing," is a lean manufacturing
technique designed to prevent errors during production and service delivery.
Developed by Shigeo Shingo as part of the Toyota Production System, Poka-yoke
focuses on creating mechanisms or processes that make it impossible for errors
to occur or easily detect them when they do. This proactive approach ensures
quality by
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