Description

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 Quality Management (TQM), as it helps organizations optimize their qua

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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, and shared goals for quality enhancement. A robust supplier relationship can lead to cost efficiencies, innovation, and consistent quality, all of which are crucial for staying competitive in dynamic markets.

Supplier sourcing and evaluation form the cornerstone of these relationships. Organizations

 

 

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.

1. 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

 

 

1. 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 addressing potential mistakes at their source, reducing defects and rework. Poka-