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QUESTION & KEY (tqm)
UNIT – I
PART –A
1. Define quality.
It is ‗to meet the customer‘s needs‖ or ―satisfying the customer.‖ Conformance to
specifications, fitness for use
2. List the barriers of TQM
One idea may be to look at new industry philosophies around continuous
improvement.
The adoption of 'way of working' philosophies and 'lean' philosophies and how they tie
in with TQM.
buzzwords such as 'empowerment', 'training' and 'knowledge-sharing' may be useful in
researching seminars on such topics.
look at how attitudes of employees are improved with 'growth involvement'
An interesting was the 'Fish Philosophy'.
3. What are the dimensions of quality?
performance—such as acceleration of a vehicle;
reliability—that the product will function as expected without failure;
features—the extras that are included beyond the basic characteristics;
durability—expected operational life of the product; and
serviceability—how readily a product can be repaired
4. Name the criteria for manufacturing organization.
courtesy and friendliness of staff, promptness in resolving complaints, and atmosphere.
Other definitions of quality in services include time—the amount of time a customer has
to wait for the service.
5. Compare manufacturing and service organization
Performance - Consistency
Reliability - Responsiveness to customer needs
Features - Courtesy/friendliness
Durability - Timeliness/promptness
Serviceability - Atmosphere
6. Define the concept of Deming philosophy
Create and communicate to all employees a statement of the aims and purposes of the
company.
Adapt to the new philosophy of the day; industries and economics are always
changing.
7. Define TQM.
TQM. - contributed to our knowledge and understanding of quality today
8. Factors that helps in improving the quality.
Customer satisfaction, retention, empowerment
9. What is fitness of use?
It focuses on how well the product performs its intended function or use. For
example, a Mercedes Benz and a Jeep Cherokee both meet a fitness for use definition
if one considers transportation as the intended function.
10. What is meant by support service?
Support services provided are often how the quality of a product or service is judged.
Quality does not apply only to the product or service itself; it also applies to the
people, processes, and organizational environment associated with it.
11. Define quality assurance.
Quality Assurance: TQM guarantees that all the products and even operations in the org.
are of a certain quality standard. This promotes trust to the consumers and also maintains
a healthy environment for employees.
12. Why do we need value for price paid?
Value for price paid is a definition of quality that consumers often use for product or
service usefulness. This is the only definition that combines economics with consumer
criteria; it assumes that the definition of quality is price sensitive.
13. List the psychological criteria of the quality.
Psychological criteria is a subjective definition that focuses on the judgmental evaluation of
what constitutes product or service quality. Different factors contribute to the evaluation,
such as the atmosphere of the environment or the perceived prestige of the product. For
example, a hospital patient may receive average health care, but a very friendly staff may
leave the impression of high quality.
14. Define the quality in manufacturing organization.
Definitions of quality in manufacturing include
performance—such as acceleration of a vehicle;
reliability—that the product will function as expected without failure;
features—the extras that are included beyond the basic characteristics;
durability—expected operational life of the product; and
serviceability—how readily a product
can be repaired.
15. Differentiate manufacturing and service organization.
MANUFACTURING ORGANISATION SERVICE ORGANIZATION
Conformance to specifications - Tangible factors
Performance - Consistency
Reliability - Responsiveness to customer needs
Features - Courtesy/friendliness
Durability - Timeliness/promptness
Serviceability - Atmosphere
16. What is meant by evolution of quality?
Evolution of quality provides high degree of assurance that manufacturer will consistently
produce medical devices that are safe
Perform as intended
Comply with customer requirements
Comply with regulatory requirements
Have the appropriate degree of quality
17. List first three ‗quality gurus‘ in TQM.
Walter A. Shewhart
W. Edwards Deming
Taylor
18. List the Pillars of TQM.
Five Pillars of TQM are,
· Product
· Process
· System
· People
· Leadership
19. Write the stages of industrial cycle applied by TQM.
The TQM is applied to many stages of Industrial Cycle which are listed below:
1. Marketing
2. Engineering
3. Purchasing
4. Manufacturing
5. Mechanical
6. Shipping
7. Installation and product service.
20. Write the fundamental factors which affects quality.
Fundamental factors affecting Quality: (9 M‘s)
1. Market
2. Money
3. Management
4. Men
5. Motivation
6. Materials
7. Machines and Mechanization
8. Modern Information Methods
9. Mounting Product Requirements
PART-B
1. Discuss in detail about the basic concepts of quality.
Definition of quality
Example `
Fitness for use
Value for price paid
Benefits
2. Explain the dimensions of total quality management.
performance—such as acceleration of a vehicle;
reliability—that the product will function as expected without failure;
features—the extras that are included beyond the basic characteristics;
durability—expected operational life of the product; and
serviceability—how readily a product can be repaired
3. What are terms that affects quality in manufacturing organization?
a. Perform as intended
b. Comply with customer requirements
c. Comply with regulatory requirements
d. Have the appropriate degree of quality
4. Explain in detail about the need for TQM
Statistical sampling techniques were used to evaluate quality, and quality control charts were
used to monitor the production process. The meaning of quality for businesses changed
dramatically in the late 1970s. Before then quality was still viewed as something that needed to
be inspected and corrected. However, in the 1970s and 1980s many U.S. industries lost market
share to foreign competition. In the auto industry, manufacturers such as Toyota and Honda
became major players. In the consumer goods market, companies such as Toshiba and Sony led
the way. These foreign competitors were producing lower-priced products with considerably
higher quality. To survive, companies had to make major changes in their quality programs.
Many hired consultants and instituted quality training programs for their employees5. Describe
the barriers of TQM.
6. State the points for Evolution of quality.
Definition – evolution of quality
Quality gurus
Contribution by gurus
Comments
UNIT – II
PART-A
1. What is quality planning?
Quality planning is the pre-determined activities in order to achieve conformation to
the requirements
2. Differentiate customer satisfaction and retention.
Customers are important asset to the organization, satisfied customers will buy more,
Retention, buy more frequently, and pay their bill promptly
3. Define Employee involvement.
Employee involvement is one approach to improve quality and productivity. It is not
an replacement for management nor is it the final word in quality improvement, it aims
at better meeting of organizational goals at all levels.
4. What is meant by empowerment?
The dictionary meaning of the term empowerment is to invest people with authority.Its
purpose is to tap the enourmous potential that lies within every worker.
5. List the Types of teams
· Process improvement teams
· cross-functional teams
· natural work teams
· self-directed/ self managed teams
6. Define 5s concept.
It simplifies your work environment, reduces waste and non-value activity while
improving quality efficiency and safety.
7. How will you measure the supplier rating?
It depends on the characteristics used to measure the performance of a particular process
i. Quantity
ii. Cost
iii. Time
iv. Accuracy
v. Function
8. How will you retain the customer?
Customer retention represents the activities that produces the necessary customer
satisfaction which in turn creates the customer loyalty.
9. Advantages of continuous process.
Reduce resources
Reduce errors
Meet or exceed expectations of downstream customers
Make the process safer
10. What is meant by performance appraisal?
Employees potential, confidence, experience.
11. How many steps for strategic planning?
There are seven basic steps to strategic quality planning.
a) Customer needs
b) Customer positioning
c) Predict the future
d) Gap analysis
e) Closing the gap
f) Alignment
g) Implementation
12. Name the categories of quality cost.
a) Internal failure costs - The cost associated with defects that are found prior
to transfer of the product to the customer.
b) External failure costs - The cost associated with defects that are found after
product is shipped to the customer.
c) Appraisal costs - The cost incurred in determining the degree of
conformance to quality requirement.
d) Prevention costs - The cost incurred in keeping failure and appraisal
costs to a minimum.
13. How the quality of costs are estimated in a firm.
The companies estimate quality costs for the following reasons :
a) To quantifying the size of the quality problem in the language of money improves
communication between middle managers and upper managers.
b) To identify major opportunities for cost reduction.
c) To identify the opportunities for reducing customer dissatisfaction and associated
threats to product salability.
14. How many types of customers?
There are two types of customers.
Internal customers - each of them receives a product or service and in exchange, providers a
product or service.
External customers - one who uses the product or service, the one who purchase the product, or
the who influences the sale of the product.
15. Name Three key elements to a partnering relationship
Three key elements to a partnering relationship
i. Long-term commitment
ii. Trust
iii. Shared vision
16. What are the types of sourcing?
Three types of sourcing
a) Sole sourcing
b) Multiple sourcing
c) Single sourcing
17. List the two conditions for the selection and evaluation of suppliers
The two conditions for the selection and evaluation of suppliers
The supplier understands and appreciates the management philosophy of the
organization.
The supplier has a stable management system.
How to motivate work force?
Know thyself
Know your employees
Establish a positive attitude
Share the goals
Monitor progress
Develop interesting work
Communicate
Celebrate success
20. What is meant by empowerment?
Empowerment is an environment in which people have the ability, the confidence, and the
commitment to take the responsibility and ownership to improve the process and initiate the
necessary steps to satisfy customer requirements within well defined boundaries in order to
achieve organizational values and goals.
PART-B
1. What are the ten conditions for the selection and evaluation of suppliers?
The supplier understands and appreciates the management philosophy of the
organization.
The supplier has a stable management system.
The supplier maintains high technical standards and has the capability of dealing
with future technological innovations.
The supplier can supply precisely those raw materials and parts required by the
purchaser, and those supplied meet the quality specifications. The supplier has the capability to produce the amount of production needed or can
attain that capability.
There is no danger of the supplier breaching corporate secrets.
The price is right and the delivery dates can be met. In addition, the supplier is
easily accessible in terms of transportation and communication.
The supplier is sincere in implementing the contract provisions.
The supplier has an effective quality system and improvement program such as
ISO/QS 9000.
The supplier has a track record of customer satisfaction and organization
credibility.
2. How to achieve the best quality through the customer?
Definition of TQM
Benefits
Advantages
Example – to show the best cost.
3. Explain the Traditional tools to improve the quality
Traditional tools to improve the quality :
Pareto diagram
Affinity diagram
Activity diagram
4. What is meant by QFD? E xplain.
Quality Function Deployment (QFD) was developed to bring this personal interface to
modern manufacturing and business. In today's industrial society, where the growing
distance between producers and users is a concern, QFD links the needs of the
customer (end user) with design, development, engineering, manufacturing, and service
functions.
QFD is:
Understanding Customer Requirements
Quality Systems Thinking + Psychology + Knowledge/Epistemology
Maximizing Positive Quality That Adds Value
Comprehensive Quality System for Customer Satisfaction
Strategy to Stay Ahead of The Game
5. Explain in detail about the cost of quality
Example with cost of quality
Draw a chart with the analysis
6.Write a brief note theories of motivation.
Herzberg‘s two factor theory
Concept of work force.
Empowerment
Team work
UNIT - III
PART-A
1. List the seven traditional tools.
i. Pareto Diagram
ii. Process Flow Diagram
iii. Cause and Effect Diagram
iv. Check Sheets
v. Histogram
vi. Control Charts
vii. Scatter Diagrams
2. What is meant by six sigma?
It is a set of activities anorgaqnization uses to win and retain customers' satisfaction. it
can be provided before, during, and after the sale fo the product.
3. Define benchmark.
It is systematic method by which organizations can measure themselves against the best
industry practices.
4. Define Affinity diagram
It is one of the tool to evaluate the quality of a product.
5. Draw Pareto diagram
It is a diagrammatic tool to improve the quality.
6. Name the terms in benchmarking process.
Planning
Analysis
Integration
Action
Maturity
7. What is meant by FMEA?
FMEA is a systematic tool for identifying:
effects or consequences of a potential product or process failure.
methods to eliminate or reduce the chance of a failure occurring.
8. List the reasons to benchmark?
The essence of benchmarking is the process of borrowing ideas and adapting them to gain
competitive advantage. It is a tool for continuous improvement.
9. Two conditions for the selection and evaluation of suppliers
The supplier understands and appreciates the management philosophy of the organization.
The supplier has a stable management system.
The supplier maintains high technical standards and has the capability of dealing with
future technological innovations.
10.Name any 3 methods in six sigma concepts.
Define : improvement opportunity with an emphasis on increasing customer satisfaction.
Measure - determine process capability
Analyze - identify the vital few process input variables that affect key product output
variables (―Finding the knobs‖).
1. What is meant by kaizen?
Kaizen is a Japanese word for the philosophy that defines management‘s role in continuously
encouraging and implementing small improvements involving everyone. It is the process of
continuous improvement in small increments that make the process more efficient, effective,
under control and adaptable.
12. List the characteristics used to measure the performance of a process.
. Quantity
ii. Cost
iii. Time
iv. Accuracy
v. Function
13. What are the elements of customer services ?
identify each market segment
write down the requirements
communicate the requirements
organise processes
organize the physical spaces
14. What is FMEA?
It is a Failure Mode and Effective Analysis(FMEA) is a systematic tool for identifying:
effects or consequences of a potential product or process failure.
Methods to eliminate or reduce the chance of a failure occurring.
FMEA generates a living document that can be used to anticipate and prevent failures
from occurring.
15. Define loss function for one piece of product.
Loss function for one piece of product:
Where:
L = Loss in Dollars
y = Quality Characteristic (diameter, concentration, etc)
m = Target Value for y
k = Constant (defined below)
16. What is Taguchi‘s key argument?
Taguchi's key argument was that the cost of poor quality goes beyond direct costs to
the manufacturer such as reworking or waste costs. Traditionally manufacturers have
considered only the costs of quality up to the point of shipping out the product.
17. What are the points focused by quality improvement?
♦Increased Employee Value
♦Informed Employees
♦Technical Training
♦Quality Training
♦Employee Suggestions
♦Employee Participation
♦Higher Quality of Artistry
♦Personal Development
18. List the qualities of QIT member.
♦commitment to quality, customer satisfaction, and the success of the organization
♦good communication and interpersonal skills
♦a ―big picture‖ view of the organization and of the industry
♦a strong commitment to learning and change
♦representation of a different area and level of the organization
19. List the steps in Benchmarking process
Planning
Analysis
Integration
Action
Maturity
20. What is meant by QFD?
Quality Function Deployment is a planning tool used to fulfill customer expectations.
It is a disciplined approach to product design, engineering, and production and
provides in-depth evaluation of a product
PART-B
1. Explain the various methods of six sigma with example.
Six Sigma
Define - improvement opportunity with an emphasis on increasing customer satisfaction.
Measure - determine process capability
Analyze - identify the vital few process input variables that affect key product output
variables (―Finding the knobs‖).
Improve - Make changes to process settings, redesign processes, etc. to reduce the number of
defects of key output variables.
Control - Implement process control plans, install real-time process monitoring tools,
standardize processes to maintain levels.
2. Describe the seven traditional tools of TQM.
i. Pareto Diagram
ii. Process Flow Diagram
iii. Cause and Effect Diagram
iv. Check Sheets
v. Histogram
vi. Control Charts
vii. Scatter Diagrams
3. What is meant by benchmark process? Explain.
Benchmarking is a systematic method by which organizations can measure themselves against
the best industry practices. The essence of benchmarking is the process of borrowing ideas and
adapting them to gain competitive advantage. It is a tool for continuous improvement.
BENCHMARKING PROCESS
1. Planning
2. Analysis
3. Integration
4. Action
5. Maturity
4. Discuss the various types of diagrams that are used to improve the quality?
i. Affinity Diagram
ii. Interrelationship Digraph
iii. Tree Diagram
iv. Matrix Diagram
v. Prioritization Matrices
vi. Process Decision Program Chart
vii. Activity Network diagram
5. What are the objectives of Performance measures?
Establish baseline measures and reveal trends.
Determine which processes need to be improved.
Indicate process gains and losses.
Compare goals with actual performance.
Provide information for individual and team evaluation.
Provide information to make informed decisions.
Determine the overall performance of the organization.
6.List the uses of six sigma.
SERVICE QUALITY
Customer service is the set of activities anorgaqnization uses to win and retain customers'
satisfaction. it can be provided before, during, and after the sale fo the product.
Elements of customer service are:
Organization
1. identify each market segment
2.write down the requirements
3.communicate the requirements
4.organise processes
5.organize the physical spaces
Customer care
6. meet the customer's expectations
7. get the customer point of view
8. deliver what is promised
9. make the customer feel valued
10.respond to all complaints
11.over respond to the customer.
12.provide a clean and comfortable
UNIT - IV
PART-A
1. List the seven steps in quality planning
Customer needs
b) Customer positioning
c) Predict the future
d) Gap analysis
e) Closing the gap
f) Alignment
g) Implementation
.
2. What is meant by QFD?
QFD links the needs of the customer (end user) with design, development,
engineering, manufacturing, and service functions.
3. Define cost of quality.
Quality cost is the extra cost incurred due to poor or bad quality of the product or service.
4. List the performance measures.
Simple _
Few in number
Developed by users
Relevance to customer
Improvement
Cost
Visible
Timely
5. What is meant by Taguchi Quality loss function?
The costs of quality would vary with the products deviation on either side of the mean. The
squared-error loss function has been in use but Taguchi modified the function to represent total
losses.
6. List the points for improvement needs.
Customer retention
Customer satisfaction
Multiple sourcing
7. What is TPM?
Total Productive Maintenance (TPM) is a maintenance program which involves a newly
defined concept for maintaining plants and equipment. The goal of the TPM program is
to markedly increase production while, at the same time, increasing employee morale
and job satisfaction
8. Give three characteristics used to define the quality loss function.
Nominal–the-Best Characteristic
Smaller-the-Better Characteristic
Larger-the-Better Characteristic
9. What are the requirements of improvement needs?
Increased Employee Value
Informed Employees
Technical Training
Quality Training
10. Use of Taguchi quality loss function.
a. To improve the quality
b. To get the market retention
11. What are the benefits of QFD?
i. Customer driven
ii. Reduces implementation time
iii. Promotes teamwork
iv. Provides documentation
12. What are the steps required to construct an affinity diagram?
i. Phrase the objective
ii. Record all responses
iii. Group the responses
iv. Organize groups in an affinity diagram
13. What are the parts of house of quality?
i. Customer requirements
ii. Prioritized customer requirements
iii. Technical descriptors
iv. Prioritized technical descriptors
v. Relationship between requirements and descriptors
vi. Interrelationship between technical descriptors
14. How will you build a house of quality? a) List customer requirements List technical descriptors
Develop a relationship matrix between WHATs and HOWs\
Develop an interrelationship matrix between HOWs
Competitive assessments
Develop prioritized customer requirements
Develop prioritized technical descriptors
15. Define FMEA?
Failure Mode Effect Analysis is an analytical technique that combines the technology and
experience of people in identifying foreseeable failure modes of a product or process and
planning for its elimination.
16. What is meant by larger-the better?
The Larger–the-Better characteristic is just the opposite of the Smaller-the-Better characteristc.
For this characteristic type, it is preferred to maximize the result, and the ideal target value is
infinity.
17. What is meant by Smaller-the- Better?
Smaller-the-Better characteristic, the ideal target value is defined as zero. An example of this
characteristic is minimization of heat losses in a heat exchanger. Minimizing this characteristic
as much as possible would produce a more desirable product
18.Define nominal upper and lower boundries
For a nominal characteristic, there is a defined target value for the product which has to
be achieved. There is a specified upper and lower limit, with the target specification
being the middle point. Quality is in this case is defined in terms of deviation from the
target value. An example of this characteristic is the thickness of a windshield in a car.
20. The objectives of Performance measures
i. Establish baseline measures and reveal trends.
ii. Determine which processes need to be improved.
iii. Indicate process gains and losses.
iv. Compare goals with actual performance
PART - B
1. Explain Quality Loss Function for Various Quality Characteristics with example.
The costs of quality would vary with the products deviation on either side of the mean. Now if
you were to plot the costs versus the diameter of a nut, for example, you would have a quadratic
function, with a minimum of zero at the target diameter. We expect therefore that the loss (L)
will be a quadratic function of the variance (σ, or standard deviation) from the target (m). The
squared-error loss function has been in use since the 1930's, but Taguchi modified the function to
represent total losses.
2. Describe the concepts of QFD.
Quality Function Deployment is a planning tool used to fulfill customer expectations. It is a
disciplined approach to product design, engineering, and production and provides in-depth
evaluation of a product.
Quality Function Deployment (QFD) was developed to bring this personal interface to
modern manufacturing and business. In today's industrial society, where the growing
distance between producers and users is a concern, QFD links the needs of the
customer (end user) with design, development, engineering, manufacturing, and service
functions.
QFD is:
1. Understanding Customer Requirements
2. Quality Systems Thinking + Psychology + Knowledge/Epistemology
3. Maximizing Positive Quality That Adds Value
4. Comprehensive Quality System for Customer Satisfaction
5. Strategy to Stay Ahead of The Game
3. What are the stages of FMEA?
1. Specifying possibilities
a. Functions
b. Possible failure modes
c. Root causes
d. Effects
e. Detection/Prevention
2. Quantifying risk
a. Probability of cause
b. Severity of effect
c. Effectiveness of control to prevent cause
d. Risk priority number
3. Correcting high risk causes
a. Prioritizing work
b. Detailed action
c. Assigning action responsibility
d. Check points on completion
4. Revaluation of risk
a. Recalculation of risk priority number
4.What are the goals of TPM? List the basic steps to get an organization started toward TPM.
The overall goals of Total Productive Maintenance, which is an extension of TQM are
i. Maintaining and improving equipment capacity
ii. Maintaining equipment for life
iii. Using support from all areas of the operation
iv. Encouraging input from all employees
v. Using teams for continuous improvement
Give the seven basic steps to get an organization started toward TPM
a) Management learns the new philosophy
b) Management promotes the new philosophy
c) Training is funded and developed for everyone in the organization
d) Areas of needed improvement are identified
e) Performance goals are formulated
f) An implementation plan is developed
4. What are the several types of FMEA?
Design FMEA Process FMEA
Equipment FMEA Maintenance
MEA
Concept FMEA Service FMEA
System FMEA Environment FMEA
etc.
5. .Derive the Taguchi‘s Loss function.
Loss function for one piece of product:
Where:
L = Loss in Dollars
y = Quality Characteristic (diameter, concentration, etc)
m = Target Value for y
k = Constant (defined below)
The cost of the counter measure, or action taken by the customer to account for a defective
product at either end of the specification range, Ao, is found by substituting y = m + Δ0 into
the loss function:
6.Describe the Categories of Quality Cost.
Many companies summarize quality costs into four broad categories. They are,
a) Internal failure costs - The cost associated with defects that are found prior
to transfer of the product to the customer.
b) External failure costs - The cost associated with defects that are found after
product is shipped to the customer.
c) Appraisal costs - The cost incurred in determining the degree of
conformance to quality requirement.
d) Prevention costs - The cost incurred in keeping failure and appraisal
costs to a minimum.
UNIT-V
1. Why ISO 9000 is needed?
ISO 9000 is needed to unify the quality terms and definitions used by industrialized
nations and use terms to demonstrate a supplier‘s capability of controlling its processes.
2. Define ISO9000-2000.
ISO 9000 is a series of quality management systems standards created by the International
Organization for Standardization (ISO), a federation of 132 national standards bodies.
3. What is ISO 14000?
It is series of environmental management systems (EMS) standards, providing a
framework for organizations to demonstrate their commitment to environmental
responsibility.
4. List 4 benefits of ISO 9000.
Fewer on-site audit by customers.
Increased market share
5. Advantages of ISO14000.
Improved quality, both internally and externally.
Improve product and service quality levels from suppliers. Greater awareness of
quality by employees.
6. List some organization which has ISO standards.
Neda Telecommunications, district passport office-Delhi, Computer Maintenance
corporation, Infosys.
7. What are the requirements for ISO?
General requirements Environmental
policy Planning
Implementation and operation
Checking and corrective action
8. What is meant by auditing?
Determine the actual performance conforms to the documented quality systems
9. Define hazard analysis.
Hazard Analysis of Critical Control Points (HACCP), enforced by such agencies as the
US Department of Agriculture's Food and Safety Inspection Service (FSIS) and the Food
and Drug Administration (FDA), is a scientific process control system for eliminating
contaminants at critical areas in the food production and distribution process.
10. What is meant by Malcolm Baldrige Criteria?
Malcolm Baldrige Criteria is a set of guidelines written and used as a yardstick to assess
if an organization is able to meet a business excellence level
11. Give some other quality systems?
QS-9000
TE-9000
AS9000
13. Give the objectives of the internal audit?
a) Determine the actual performance conforms to the documented quality
systems.
b) Initiate corrective action activities in response to deficiencies.
c) Follow up on noncompliance items of previous audits.
d) Provide continued improvement in the system through feedback to
management.
14. What are the requirements of ISO 14001?
General requirements Environmental policy
Planning
Implementation and operation
Checking and corrective action
Management review
15. What are the four elements for the checking & corrective action of ISO 14001?
a) Monitoring and measuring
b) Nonconformance and corrective and preventative action
c) Records
d) EMS audit
16. Give the types of Organizational Evaluation Standards?
Environmental Management System
Environmental Auditing
Environmental Performance Evaluation
17. Give the types of Product Evaluation Standards?
Environmental Aspects in Product Standards
Environmental Labeling
Life-Cycle Assessment
18.What are the four elements for the planning of ISO 14001?
a) Environmental aspects
b) Legal and other requirements
c) Objectives and targets
d) Environmental Management Programs
19. What are the benefits of ISO?
Fewer on-site audit by customers.
Increased market share.
Improved quality, both internally and externally.
Improve product and service quality levels from suppliers. Greater awareness
of quality by employees.
A documented formal systems.
Reduced operating costs.
20. Give the ISO 9001 requirements?
Scope
Normative Reference
Terms and Definitions
Quality Management System
Management Responsibility
Resource Management
Product Realization
PART-B
1. Describe in detail about ISO9000 and ISO 14000.
ISO 9000 is a series of quality management systems standards created by the International
Organization for Standardization (ISO), a federation of 132 national standards bodies. The ISO
9000 quality management systems (QMS) standards are not specific to products or services, but
apply to the processes that create them. The standards are generic in nature so that they can be
used by manufacturing and service industries anywhere in the world. First released
ISO 14000, released in 1996, is a global series of environmental management systems (EMS)
standards, providing a framework for organizations to demonstrate their commitment to
environmental responsibility.
An EMS enables an organization to control the environmental aspects and impacts of its
activities, products and services by establishing targets and objectives related to identified
environmental management goals.
2. Why auditing is required to improve the quality? Explain.
The environmental management systems (EMS) standards, providing a framework for
organizations to demonstrate their commitment to environmental responsibility.
a) Initiate corrective action activities in response to deficiencies.
b) Follow up on noncompliance items of previous audits.
c) Provide continued improvement in the system through feedback to
management.
The above are the primary objectives of audit. The environmental aspects and impacts of its
activities, products and services by establishing targets and objectives related to identified
environmental management goals. Once implemented, an EMS will improve compliance with
legislative and regulatory requirements, reduce exposure to liability, prevent pollution, reduce
waste and create a more positive public image.
3. Explain the concept of Malcome Bridge criteria.
the Malcolm Baldrige Criteria is a set of guidelines written and used as a yardstick to assess if
an organization is able to meet a business excellence level. The Baldrige Criteria has seven
categories which of its own clearly states its objectives and guidelines. The seven categories
are listed below:-
1. Leadership
2. Strategic Planning
3. Customer and Market Focus
4. Information and Data Analysis
5. Human Resource Management and Development
6. Process Management
7. Business Results
Take a closer look and you may notice that the Baldrige Criteria are build upon a set of values
and concepts as opposed to how TQM Principles are used in Total Quality
Management. There are eleven values and concepts in the Baldrige Criteria listed below:-
1. Visionary Leadership
2. Customer-Driven Excellence
3. Organizational and Personal Learning
4. Valuing Employees and Partners
5. Agility
6. Focus on the Future
7. Managing for Innovation
8. Management by Fact
9. Public Responsibility and Citizenship
10. Focus on Results and Creating Value
11. Systems Perspective
To ensure the application of these values and concepts, they are embodied in the detail Baldrige
Criteria categories mentioned above. Each category has set up its own criteria to the highest
standard of Business Excellence. While the values and concepts remain quite unchanged over the
years, the detail criteria for each category has changed every year. The objective for a yearly
changes to the criteria is to ensure it is reviewed and kept current to the business and
enviornment changes and needs.
4. Describe in detail about the concept of hazard analysis?
Hazard Analysis of Critical Control Points (HACCP), enforced by such agencies as the US
Department of Agriculture's Food and Safety Inspection Service (FSIS) and the Food and Drug
Administration (FDA), is a scientific process control system for eliminating contaminants at
critical areas in the food production and distribution process.
HACCP helps to prevent, as close to 100 percent as possible, harmful contamination in the food
supply. To ensure safer food, HACCP requires the following seven principles to be followed:
Conduct a hazard analysis
Identify critical control points (CCPs)
Establish critical limits for CCPs
Establish monitoring procedures
Establish corrective actions
Establish verification procedures
5. What are the seven elements for the implementation & operations of ISO 14001?
Structure and responsibility
Training, awareness and competency
Communication
EMS documentation
Documentation control
Operational control
Emergency preparedness and response
6. Give the ISO 9000 Series of Standards?
ISO 9000, ―Quality Management and Quality Assurance Standards Guidelines for
Selection and Use‖.
ISO 9001, ―Quality Systems – Model for Quality Assurance in Design, Development,
Production, Installation & Servicing‖.
ISO 9002, ―Quality Systems – ―Model for Quality Assurance in Production, Installation
& Servicing‖.
ISO 9003, ―Quality Systems – ―Model for Quality Assurance in Final Inspection and
Test‖.
ISO 9004-1, ―Quality Management and Quality System Elements – Guidelines‖.
