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World Class Operations
April 2025 Examination
1. There is a common thread which
connects Leading Manufacturers in diverse sectors such as Machinery
(Caterpillar, Komatsu, JCB), Semiconductors (Intel, Motorola, Nvidia),
Appliances (Samsung, Phillips, Whirlpool), etc., - They are all World Class
Manufacturers (WCMs).
All WCMs are highly reputed for
their unflinching commitment to Quality.
These manufacturers have understood that Quality is about identifying
“what is important to Customers” and delivering this to their customers. Explain how these (and other) WCMs use
frameworks such as QFD and HOQ to help embed Quality into every aspect of the Product
Creation – From Concept to Manufacturing.
(10 Marks)
Ans
1.
Introduction
World-Class
Manufacturers (WCMs) represent the pinnacle of operational excellence,
achieving success by integrating quality into every facet of their processes.
Companies like Caterpillar, Intel, and Samsung, spanning industries such as
machinery, semiconductors, and appliances, demonstrate an unwavering commitment
to delivering superior products that meet customer expectations. Central to
their approach is the identification of "what is important to
customers," ensuring these elements are embedded in their products from
conception to completion. To achieve this, frameworks like Quality Function
Deployment (QFD) and House of Quality (HOQ) play a critical role in aligning
product development with customer needs. These structured methods
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2. Vijay Vasanthan has just joined
as the GM – Maintenance at Melanathuru Tools, a leading Manufacturer of CNC
Machines. As he reviews the company’s Equipment Maintenance history, he is
concerned that there is no coherent Maintenance Strategy – i.e., except for
some cases (e.g., critical machines) where the company uses Preventive
Maintenance. For all other machines & equipment, they’re fixed when they
break down. In order to streamline the Maintenance Department, Vijay is keen to
adopt a Predictive Maintenance Strategy. In this context, …
a. Describe the Reactive Maintenance &
Preventive Maintenance approaches, along with their respective Pros & Cons.
b. Explain the Predictive
Maintenance approach and why Vijay would want to adopt it to overcome the
problems of Reactive Maintenance & Preventive Maintenance. (10 Marks)
Ans 2.
Introduction
Effective
equipment maintenance is crucial for ensuring the productivity, efficiency, and
longevity of manufacturing operations. Maintenance strategies determine how
equipment performance is managed and optimized over time. At Melanathuru Tools,
the current approach largely involves Reactive Maintenance for most equipment
and Preventive Maintenance for a few critical machines. While Reactive
Maintenance focuses on fixing equipment after failure, Preventive Maintenance
schedules repairs and checks based on set intervals. However, Vijay Vasanthan,
the new GM of
3a. Quality Awards are not only
about rewarding organizations but also about recognizing the importance of
quality in the business. These awards are often used as a tool to raise
awareness among both Employees and as well, Customers about the importance of
quality. They also help to improve Customer Satisfaction and Employee Morale.
Discuss the difference between Regional and International Awards. (5 Marks)
Ans 3a.
Introduction
Quality
awards are instrumental in fostering a culture of excellence within
organizations. These awards serve as benchmarks for evaluating and recognizing
businesses that demonstrate outstanding performance and adherence to quality
standards. While regional and international quality awards both emphasize the
importance of quality, they differ in scope, criteria, and impact. Regional
awards are typically focused on specific geographic or cultural contexts, while
international awards cater to global standards and practices. Understanding the
distinctions between these awards
3. b. With reference to Quality
Awards, what are the Deming Criteria (any 4) for Performance Excellence in
assessing the award? (5 Marks)
Ans
3b.
Introduction
The
Deming Prize is one of the most prestigious international awards recognizing
excellence in quality management. Named after Dr. W. Edwards Deming, the award
emphasizes the adoption of Total Quality Management (TQM) principles for
continuous improvement and organizational excellence. The Deming criteria
provide a comprehensive framework for assessing an
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