TQM & HR

TQM AND HR 1
III Semester Assignment
TQM and HR
INDEX
1. Explain the various levels of SEI-CMM in detail. ............................................................. 2
2. Explain the service quality model and various service quality dimensions. .................... 6
3. What are the various clauses of ISO 9001:2000? Explain Product Realisation clause in
detail. ............................................................................................................................................ 10
4. Discuss the importance of leadership and culture for effective TQM implementation in
the organisations. ......................................................................................................................... 15
5. How should TQM be aligned with the business strategy? Discuss ................................. 17
6. What are the various building blocks of TQM ................................................................ 18
7. Explain Juran on Quality in detail? Compare it with Deming’s principles of Quality. 21
8. Explain Malcom Baldrige National Quality award and European Quality award. ..... 23
9. Explain the role of environmental management system in TQM................................... 27
10. Explain the role of HR promoting TQM in an organisation. ............................................ 31
Gayathri Shankarram Registration Number: 200308104

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1. Explain the various levels of SEI-CMM in detail.

Continuous process improvement is based on many small, evolutionary steps rather than
revolutionary innovations. The staged structure of the CMM is based on principles of product
quality espoused by Walter Shewart, W. Edwards Deming, Joseph Juran, and Philip Crosby. The
CMM provides a framework for organizing these evolutionary steps into five maturity levels
that lay successive foundations for continuous process improvement. These five maturity levels
define an ordinal scale for measuring the maturity of an organization's software process and for
evaluating its software process capability. The levels also help an organization prioritize its
improvement efforts.
A maturity level is a well-defined evolutionary plateau toward achieving a mature software

process. Each maturity level comprises a set of process goals that, when satisfied, stabilize an
important component of the software process. Achieving each level of the maturity framework
establishes a different component in the software process, resulting in an increase in the process
capability of the organization.
Five Maturity Levels
Optimizing
(5)
Managed
(4)
Defined
(3)
Repeatable
(2)
Initial
(1)
Organizing the CMM into the five levels shown in Fig. prioritizes improvement actions for
increasing software process maturity. The labeled arrows in Fig. indicate the type of process
capability being institutionalized by the organization at each step of the maturity framework.
Level 1: Initial
This process is characterized as ad hoc, and occasionally even chaotic. Few processes are defined,
and success depends on the individuals’ efforts and heroics.
Understanding the initial maturity level

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 Performance driven by the competence and heroics of the people doing the work.
 Consistency and compliance to standards driven by management priorities – usually schedule
is top priority
 High quality and exceptional performance possible so long as the best people can be hired.
 Unpredictability- For good or ill- Characterizes the initial level organisation.
Level 2: Repeatable
Basic project management processes are established to track cost, schedule and functionality. The
necessary process discipline is in place to repeat earlier successes on projects with similar
applications. The KPAs that are adhered to at this level are:
 Requirement management (RM) – Plan, manage, analyze requirements
 Software project planning (PP) – Project and increment planning
 SW project tracking, oversight (PT) – Track production versus plans, targets
 SW subcontract management (SM) – Select, manage qualified contractors
 SW quality assurance (QA) – Product verification, certification
 SW configuration management (CM) – Engineering change
Understanding the repeatable maturity level:

 Management must “Walk the talk” to initiate an improvement effort.
 Only with management discipline will good software engineering practices be retained in the
crunch.
 Management processes establish role models for process improvement.
 Management – And process – Discipline empowers the engineering processes and the
technical staff.
Key process area
Software configuration management.

Software quality assurance
Software subcontract management.
Software project tracking and oversight.
Software project planning
Requirement management
A reasonable software process is:

 Practiced
 Documented
 Enforced
 Trained
 Measured
 Able to improve.
Level 3: Defined
Management and engineering activities are documented, standardized and integrated into a family
of standard software process for the organization. Projects use a tailored version of the
organization’s standard software process for developing and maintaining software. The additional
KPAs that are in compliance at this level over Level 2 are:

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 Organization process focus (PF) – Organization responsibilities identified

 Organization process definition (PD) – Develop, maintain software assets
 Training program (TP) – Develop team skills, knowledge
 Integrated SW management (IM) – Integrate SW and management activities
 Software product engineering (PE) – Well defined engineering process
 Intergroup coordination (IC) – Intergroup activities
 Peer Reviews (PR) – Identifying defects early, objectively
Understanding defined maturity level:

 To control a process, it must be well understood.
 Identify the inputs, how they will affect the process and their readiness criteria.
 Identify the outputs and the completion criteria for the outputs.
 Establish a shared understanding of how the process works and the role of each participant.
Key Process area:
Peer reviews
Inter group coordination.
Software product engineering.
Integrated software management.
Training program.
Organisation process definition
Organisation process focus
A well defined process can be characterised by:

 Readiness criteria
 Inputs
 Standards and procedures of performing the work.
 Verification mechanisms
 Outputs
 Complexion criteria
Level 4: Managed
Detailed measures of the software process and product quality are collected. Software processes
and products are quantitatively understood and controlled. The KPAs addressed at this level
additionally are:
 Quantitative process management (QP) –Control process performance

 Software quality management (QM) – Develop, maintain SW process assets

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Understanding the managed maturity levels:
Fix the problem in the process
Control chart with special causes
The key process area:
Software quality management

Quantitative process management
Level 5: Optimizing
Continuous process improvement is facilitated by quantitative feedback from the process and
from piloting innovative ideas and technologies. The KPAs adhered to at this level are:
• Defect prevention (DP) – Identify, track sources of defects
• Technology change management (TM) – Identify beneficial new technologies
• Process change management (PC) – Continually improving performance
Understanding the Optimizing maturity level
Control chart with common cause
Original zone of quality

control
Chronic Waste
New zone of
quality control
Quality
Improvement
Key process areas:
Process change management

Technology change management
Defect prevention

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Conclusion:
The CMM represents a "common sense engineering" approach to software process improvement.
The maturity levels, key process areas, common features, and key practices have been extensively
discussed and reviewed within the software community. While the CMM is not perfect, it does
represent a broad consensus of the software community and is a useful tool for guiding software
process improvement efforts.
The CMM provides a conceptual structure for improving the management and development of
software products in a disciplined and consistent way. It does not guarantee that software
products will be successfully built or that all problems in software engineering will be adequately
resolved. However, current reports from CMM-based improvement programs indicate that it can
improve the likelihood with which a software organization can achieve its cost, quality, and
productivity goals. The CMM identifies practices for a mature software process and provides
examples of the state-of-the-practice (and in some cases, the state-of-the-art), but it is not meant
to be either exhaustive or dictatorial. The CMM identifies the characteristics of an effective
software process, but the mature organization addresses all issues essential to a successful project,
including people and technology, as well as process.
2. Explain the service quality model and various service quality dimensions.
Every customer before hiring a particular service or a product has certain expectation levels.
These expectation levels are developed mainly due to word of mouth communication from
friends and relative, personal needs of the customer and past experience of the customer with the
same company. Based on the experience customer forms his perception about service quality
which is called “Perceived Service”. If there is a gap between his expectation before hiring the
service and perceived service it is called “GAP5”.
Gap Analysis Model: The starting premise for the model is that “perceived service quality (or
satisfaction with service) is a function of the difference between expected service levels and
delivered (or perceived) service.” If this premise holds, as the authors found it does in field
research for several financial and other service companies, then the key to customer satisfaction is
managing both customer expectations and actual delivered service. The following diagram, which
summarizes how perceived service can diverge from expected service, constitutes the essence of
the Gap Analysis Model.
Word of mouth Personal needs Past Experience

communications
Expected service
Perceived Service

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Gap1: Between customer expectation and management perception of customer expectations

This is the first and possibly most critical step in delivering quality service. Organizations who
suspect they may be suffering from this gap should ask one simple question: do we know what
our customers expect from us with respect to service? Based on interviews, the authors found that
executives’ perceptions of superior quality service are largely congruent with customers’
expectations. However, some significant discrepancies did often arise. First, although executives
may have a broad understanding of customers’ perceptions of superior quality service, they may
not know about certain service features that are critical to meeting customers’ desires. Second,
some executives may not know the levels of performance customers expect.
Customer
Expectations
Management perception
of customer expectation
Gap 1 may stem from any combination of the following factors:

Key factors:
 Insufficient market research
 Inadequate use of market research
 Lack of interaction between management and customers
 Insufficient communication between contact employee and managers
 Too many layers between contact personnel and top management.
Gap2: Between management perception of customer expectation and service quality

specification
Gap 2 arises when there is a discrepancy between what managers perceive that customers expect
and the actual standards that they (the managers) set for service delivery. This gap may occur
when management is aware of customers’ expectations but may not be willing or able to put
systems in place that meet or exceed those expectations. For example, putting systems in place
may require changes in fundamental organizational work processes, acquiring expensive new
technology, or refocusing organizational attitudes to understand service from the customer’s point
of view.
of customer expectation
Service Quality
Specifications

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Key factors:
 Inadequate management commitment to service quality
 Absence of formal process for setting service quality goals
 Inadequate standardization of task
 Perception of feasibility – that customer expectation cannot be met.
Gap 3: Between service quality specification and service delivery

Organizational policies and standards for service levels may be in place, but is front line staff
following them? A very common gap in the service industry, Gap 3 is the difference between
organizational service specifications and actual levels of service delivery. Organizations
specializing in providing highly interactive, labour-intensive services in a number of locations are
especially vulnerable to this gap because:
 Customer interactions are more frequent;
 Opportunities for variation in service in these high-volume organizations are greater Quality
control (employee assessment) becomes complicated in organizations with multiple layers.
Gap 3 occurs when employees are unable or unwilling to perform to the level of service desired
by management. Seven key factors contribute to this unwillingness/inability:
Key factors:
 Role ambiguity
 Role conflict
 Employee job fit
 Fit between technology and job
 Supervisory control systems
 Perceived control
 Team work
Service Delivery
Service quality
Specification
Gap 4: Between service delivery and external communication to customer

Your advertisements brag about your organization’s exceptional service, and raise your
customers’ expectations. But are you able to deliver on the promise? Customers perceive that
organizations are delivering low-quality service when a gap appears between promised levels of
service and the service that is actually delivered. This gap is created when advertising, personal
selling or public relations over-promise or misrepresent service levels. This gap can also occur
when companies do not inform their customers of special “behind-the scenes” efforts that are
designed to serve to improve service levels, but are not visible to customers. Making customers
aware of these standards or efforts can heighten their service perceptions. If either or both of the
following indicators are present, Gap 4 probably exists. Inadequate horizontal communication
within and across departments (operations, marketing, and human resources) and branches can be
responsible for Gap 4. This problem can be alleviated when customer-contact staff have input in
the planning and execution of advertising, and/or are made aware of external communications
aimed at customers before it “hits the streets”. Also, when customer service and sales functions

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are separate and distinct, the sales force must communicate with customer-contact staff to discuss
the level of service that can be promised to customers.
Another major cause of Gap 4 is a propensity to over promise in external communications. As a
result, the company’s promises do not accurately reflect what customers receive in the service
encounter. Commonly, a higher degree of discrepancy occurs when there is increasing pressure
inside the company to generate new business or when competing organizations over promise to
gain new customers.
Key factors:
 Inadequate communication between sales people and operations.
 Inadequate communication between advertising and operations
 Differences in policies and procedures across departments
 Puffery in advertising.
 Puffery in personal selling.
Service Quality Model:
Word of mouth Personal Needs Past Experience
Expected service
Customer
Gap 5
Perceived Service
Gap 4
External
Gap 1 Service Delivery Communication to
Gap 3 customer
Service Quality Specs
Service
Gap 2
Provider
of customer
Expectations
Dimension of service quality model

Service has now been shown to be an important part of customer's experience on the web (as it
always has been in the offline world). In fact, various research firms are advising all companies to
focus on making the most of their customer relationships and managing online and offline sales
channels. This means, in short, making sure that customer is not only highly satisfied, but will
stay with you for the long term.

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Factor analysis of consumer responses resulted in a conclusion that there are 5 key
dimensions of service quality.
• Reliability - the ability to deliver promised services in a dependable, accurate

manner.
• Responsiveness - the willingness to help customers and provide prompt service.
• Empathy - the degree to which customers are treated as individuals.
• Assurance - the ability to inspire trust and confidence.
• Tangibles - physical elements of the service such as facilities and equipment.
Dimension Refers to Specific criteria that

customers use
RELIABILITY Your ability to perform the Timeliness
Delivering on promises promised service dependably and Consistency/Regularity
accurately Accuracy
ASSURANCE The knowledge and courtesy of Staff competence
Inspiring trust and staff; their ability to inspire trust Respect for customers
confidence and confidence Credibility
Probity and confidentiality
Safety and security
TANGIBLES The physical representations or Physical facilities
Representing the service images of your service Equipment
physically Technology
Employees
Communication materials
EMPATHY The caring individualised attention Access (to staff, services, information)
Treating customers as you provide your customers Communication (clear, appropriate, timely)
individuals Understanding the customer
Services appropriate for customers' needs
Individualised attention
RESPONSIVENESS Your willingness to help Willingness to help
Being willing to help customers and to provide prompt Prompt attention to requests, questions
service Problem resolution
Complaint handling
Flexibility
3. What are the various clauses of ISO 9001:2000? Explain Product Realisation clause in
detail.
ISO 9001:2000 specifies requirements for a quality management system where an organization
1. Needs to demonstrate its ability to consistently provide product that meets customer and
applicable regulatory requirements, and
2. Aims to enhance customer satisfaction through the effective application of the system,
including processes for continual improvement of the system and the assurance of
conformity to customer and applicable regulatory requirements.
All requirements of this International Standard are generic and are intended to be applicable to all
organizations, regardless of type, size and product provided.

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Where any requirement(s) of this International Standard cannot be applied due to the nature of an
organization and its product, this can be considered for exclusion.
Where exclusions are made, claims of conformity to this International Standard are not acceptable
unless these exclusions are limited to requirements within clause 7, and such exclusions do not
affect the organization's ability, or responsibility, to provide product that meets customer and
applicable regulatory requirements.
ISO 9001:2000 - List of requirement clauses
1. Scope
2. Normative References
3. Terms and Definitions
4. Quality management system
4.1 General requirements
4.2 Documentation requirements
 4.2.1 General
 4.2.2 Quality manual
 4.2.3 Control of documents
 4.2.4 Control of records
5. Management responsibilities
5.1 Management commitment
5.2 Customer focus
5.3 Quality policy
5.4 Planning (title only)
 5.4.1 Quality objectives
 5.4.2 Quality management system planning
5.5 Responsibility, authority and communication
 5.5.1 Responsibility and authority
 5.5.2 Management representative
 5.5.3 Internal communication
5.6 Management review
 5.6.1 General
 5.6.2 Review input
 5.6.3 Review output
6. Resource management
6.1 Provision of resources
6.2 Human resources
 6.2.1 General
 6.2.2 Competence, awareness and training
6.3 Infrastructure
6.4 Work environment
7. Product realizations
7.1 Planning of product realization
7.2 Customer-related processes
 7.2.1 Determination of requirements related to the product
 7.2.2 Review of requirements related to the product
 7.2.3 Customer communication
7.3 Design and development
 7.3.1 Design and development planning
 7.3.2 Design and development inputs
 7.3.3 Design and development outputs
 7.3.4 Design and development review
 7.3.5 Design and development verification

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 7.3.6 Design and development validation

 7.3.7 Control of design and development changes
7.4 Purchasing
 7.4.1 Purchasing process
 7.4.2 Purchasing information
 7.4.3 Verification of purchased product
7.5 Production and service provision
 7.5.1 Control of production and service provision
 7.5.2 Validation of processes for production and service provision
 7.5.3 Identification and traceability
 7.5.4 Customer property
 7.5.5 Preservation of product
7.6 Control of monitoring and measuring devices
8. Measurement, analysis and improvement
8.1 General
8.2 Monitoring and measurement
 8.2.1 Customer satisfaction
 8.2.2 Internal audit
 8.2.3 Monitoring and measurement of processes
 8.2.4 Monitoring and measurement of product
8.3 Control of nonconforming product
8.4 Analysis of data
8.5 Improvement
 8.5.1 Continual improvement
 8.5.2 Corrective action
 8.5.3 Preventive action
Product Realisation:
Clause 7.1 Planning of Realisation processes
Product realisation is that sequence of processes and sub-processes required achieving the product,
and the clause specifies the requirements to be met to achieve this.
Clause 7.2 Customer-related processes
This is divided into 3 sub-clauses:
7.2.1 Determination of requirements related to the product
7.2.2 Review of requirements related to the product
7.2.3 Customer communication
This sub-clause is essentially a new requirement, the organisation being required to implement
effective liaison with customers, with the aim of meeting customer requirements.
Clause 7.3 Design and/or development
7.3.1 Design and development planning
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
Clause 7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Purchasing information

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7.4.3 Verification of purchased product

Clause 7.5 Production and service operations
7.5.1 Control of production and services
7.5.2 Validation of process for production and service provision
7.5.3 Identification and traceability
7.5.4 Customer property
7.5.5 Preservation of product
Clause 7.6 Control of monitoring and measuring devices
New requirements for software developed for tests have been added:
“Software used for monitoring and measuring of specified requirements shall be validated
prior to use.”
Clause Control Meaning

7 Product Realisation
7.1 Planning of Product  Determine the quality objectives and requirements for your products,
Realization  Ensure that you adequately plan all of the processes and sub-processes needed to
provide your products/services,
 Plan the required inspection/testing activities,
 Identify what records must be kept, to prove that the product has been properly
produced
7.2 Customer Related
Process
7.2.1 Determination of You must find out what your Customer requires from you, with regard to the actual
Requirements product or service that you supply and also any obligations that arise from it (such as
Related to the legal requirements, warranties, and support, etc)
Product
7.2.2 Review of You must ensure that customer requirements are defined. If they are not defined in
Requirements writing, you must identify how you confirm what it is that you thought the Customer
Related to the wanted. You must ensure you have the resources to supply what has been ordered
Product before you accept the order.
You must define how changes in requirements are recorded how the information is
circulated around the relevant sections of your organisation.
7.3 Design and You must plan and control all aspects of your design/development work.
Development
7.3.1 Planning You must ensure that you identify the various design / development processes and the
related review stages. Also identify all relevant responsibilities
7.3.2 Inputs you must identify what the design inputs are (i.e. what information do you need in
order to design or develop your product or service?) Your inputs should include any
relevant functional requirements, standards, legal requirements (e.g. mandatory safety
requirements, packaging disposal/recycling requirements, CE marking requirements,
etc). Where it is relevant, you should
7.3.3 Output You must specify the design outputs (e.g. plans, drawings, schematics, etc) in such a
way that they can be checked to ensure that they meet the design requirements. They
must be suitable for use by the organisation that receives them. For example, your
manufacturing department may require a Bill Of Materials, a "gold" sample, and a full
set of engineering drawings, etc. Your design plans should state what is required, after
you have discussed and agreed this with the recipient (whether an external Customer or
an internal department).
7.3.4 Review You must review the progress of the design activities at appropriate stages. These can
include theoretical calculation checks, Beta testing, etc. You must identify and record
any problems and propose follow-up actions. Your plans should identify what these
stages are and when they occur. You must keep records of these reviews.
7.3.5 Verification You must verify your designs to ensure that the design meets the design input

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requirements. Your plans should state how and when you plan to do this.
7.3.6 Validation You must ensure that the product or service works correctly in practice. In some cases,
validation may include reviews of Customer feedback after release of the product. This
may lead to subsequent design changes, or changes in future products. Your plans
should state how you plan to do this.
7.3.7 Changes You must ensure that any changes are reviewed and recorded. You must consider the
effect that the changes may have on any sections of the design work already completed
or under way.
7.4 Purchasing
7.4.1 Purchasing process Documented procedures must be established and maintained in the company in order to
ensure that purchased product or service conforms to specified requirement. The type
and extent of control applied to the supplier and the purchased product will be
dependant upon the effect of the purchased product on subsequent product realisation
or the final product.
Evaluation and selection of vendors/suppliers.
This must include procedures for evaluating, selecting, and deleting vendors/suppliers
based on their ability to meet the requirement and for defining the type and degree of
control exercised over them.
7.4.2 Purchasing Purchase orders (or letters of contract, etc) must clearly state what it is that you want
information (clever stuff, huh?). These must be reviewed for adequacy before they are sent to the
Vendor
7.4.3 Verification of This section is concerned with how you verify that the Vendor has supplied the correct
purchased product items to you (in the 1994 version of the standard, this was usually conducted at
"Receiving Inspection", or sometimes after the item was installed in another assembly
("In-process Inspection").
The second part of this section of the standard is relevant when you intend to inspect
checks at your Vendor's premises before the goods are released (whether to you or
directly to your Customer). In this case, you must specify when they will be checked
("within 10 days of notification by the Vendor", "following installation of sub-
assembly 31", etc) and how they will be released ("not to be released until in receipt of
our written release instruction", etc). This must be specified in the purchasing
documents (this can be included on the purchase order that you send to the Vendor, or
included in a "Terms & Conditions" document or "Contract of Supply", etc).
7.5 Production and .
service provision
7.5.1 Control of This section is concerned with the process of producing your goods or services. You
production and should consider how you control these processes, including:
service provision  Information which specifies the characteristics of the product (so that inspections
and functional tests can be properly conducted)
 Provision of work instructions (or SOPs, Method Statements, etc). This can be by
written instructions, drawings, photographs, samples, etc.
 Provision of suitable equipment and appropriate maintenance of the equipment
 Availability and use of suitable monitoring and measuring devices
 Provision of procedures for release, delivery and (if applicable) post-delivery
activities (e.g. installation, commissioning, servicing, etc)
7.5.2 Validation of This section is concerned with processes which produce items that cannot be tested
process of directly (e.g. specialist welding operations, where the only method is to ensure that
production and properly trained and qualified welders use highly-specified materials and equipment.
service provision The resulting welds cannot be internally inspected, so all of the correct conditions must
be ensured). Other methods (e.g. for testing of crimped electrical connectors) might
include destructive testing of first and last-off items or a sample destructive testing, etc.
In this case, you must define how you:
Review, approve and revalidate your production/service processes,
Approve and revalidate equipment and personnel involved in these activities,
You must also define:

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Which methods or procedures must be followed when producing or servicing the

product/service,
What qualifications/experience are required for people involved in the processes
What records must be kept,
7.5.3 Identification and Where appropriate and to the extent necessary, you must ensure that materials and
traceability goods are identified, so as to prevent accidental mix-ups. Labeling is a typical method.
Other methods include signs on the wall with a picture of the items. Metal rods can
have colored paint put the end. However, if the differences are immediately obvious,
there may be no need to label goods. Do not overdo it!
Similarly, in some industries it may be necessary to be able to trace exactly which
materials from which supplier were used in which goods. This may also extend to
knowing which operators were involved. The aerospace industry is a good example of
this sort of level of traceability.
In the software industry, configuration management fulfils this requirement.
7.5.4 Customer property If you receive goods from your Customer which you then build into the items that you
supply back to the Customer, then this clause of the standard applies to you. Also, if
your activities involve items belonging to the Customer (e.g. if you service household
electronic items, etc), you must take care of them, etc.
In that case, you must record the goods upon receipt, and check that they are suitable
for use. If any problems are discovered, or it is damaged or lost whilst under your
control, you must report this back to the Customer.
Customer data can be included under this heading (e.g. you provide an analytical
service and you analyse the data, or you are an architect and you receive plans, property
deeds, etc from the Customer. Also, if you receive confidential information from your
Customer, etc).
7.5.5 Preservation of You must have procedures in place which ensure that all materials, subassemblies and
product finished goods, etc are stored and handled so as to prevent them from damage or
deterioration.
However, this is not just limited to your stores or warehouse. It includes all areas where
materials are handled, processed or moved. (The clause might have been more
illuminating if had been entitled "Materials Handling"!)
Also included in this section are the steps that you take to ensure that goods are not
damaged following your final inspection. If it is your responsibility to deliver goods to
your Client (that is, they do not arrange for the collection of the goods), then you must
also choose you method of carriage appropriately. (If you use a carrier/courier, then
they should be included in your supplier selection methods.
7.6 Control and You must identify what measurements need to be made, and what equipment must be
monitoring of used. Where measuring equipment is used to inspect or set up the goods that you
devices manufacture, you must ensure that they are accurate enough for the purpose. You
should have then regularly checked (calibrated). You must be able to prove that the
equipment is calibrated, so keep records of it!
If you find that the equipment is faulty, you must consider the effect of that fault on the
measurements taken using the equipment since the last time you knew it was OK. This
may mean that you have to recall goods (e.g. if a braking system on a motor vehicle
could have been adversely affected), or it may mean that no action is required (e.g. if
the inaccuracy is not enough to cause any adverse consequences). Either way, you must
formally consider the matter and record the consideration and the decision.
4. Discuss the importance of leadership and culture for effective TQM implementation in
the organisations.
Culture:
The key success factor in reaching business vision is to have in place a totally supportive Culture.
Way of working and behaving is based on:

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 Core values: Generally following core values are considered as important by most
organisations.
 Excellence: We will be best especially in satisfying all our customers’ needs and we will
empower our employees to continuously improve the process that serve them
 Innovation and Creativity: We are unconventional and unlimited in our thinking. We apply
creative mans to issues in order to discover possibilities for new solutions. We are prepared
with the entrepreneurial spirit to take calculated risks and do things differently if it helps us to
meet the needs of our customers.
 Integrity: We are true to our word. All our actions are consistent with our word and we are
always honest about our capabilities and intensions. We are reliable trustworthy and operate
with integrity. We communicate openly, honestly and with responsibility. We respect each
other and speak openly and honestly without fear of reprisal and regardless of our position.
We listen carefully to what others have to say.
 Team work: We recognize that only by working in teams we will produce excellent results.
Taking full advantage of the unique contribution can ensure success through teamwork
Leadership:
 Uncompromising about their value systems.
 Care deeply about people
 Demand that each person be innovative contributor.
 Tough on values, tender in support of the people
 Speak constantly of vision.
 Obsessive attention to detail.
Leadership is a key element in successful implementation of large scale change:

The leader shows the need and sets the vision, defining the basic purpose, goals, and parameters
or requirements of TQM. The leader needs to take a long term perspective, and must be able to
motivate others to stick with the process during early stages when resistance and obstacles may
seem insurmountable. The preferred leadership style would be a participative one, so that staff
may be involved in the design of the specific system elements. This may seem in contradiction to
the earlier stated preference for an "intervention" approach as opposed to traditional participative
decision making. In the former, the leader is, in fact directive regarding the big picture and
overall goals, i.e., establishing PDM. Once that strategic direction has been determined, a
participative style may be used on implementation details. Prior to this decision, of course, the
manger should study TQM, talk to others who have used it, and perhaps attend a preliminary
training session. This is important in order for the manager to accurately assess the fit between
TQM and her/his style. This will be necessary in establishing an organizational culture which is
compatible with TQM, nurturing and reinforcing continuous quality improvement.
In designing a comprehensive change process, the leader must acknowledge the existing
organizational culture (norms and values, managers' leadership philosophies and styles at all
levels) to ensure a good fit. TQM also needs to be congruent with or aligned with other
organizational processes, including reward systems, financial & information systems, and training
systems.
Implementing TQM essentially involves organizational transformation: beginning to operate in
new ways, developing a new culture. This also includes redesigning other systems, as has been
described above. Such change, while difficult, is possible in the public sector, in spite of Swiss's
(1992) reservations (Packard and Reid, 1990).

TQM AND HR 17
5. How should TQM be aligned with the business strategy? Discuss.
Business Strategy:
It refers to the managerial game plan for single business. Business strategy concerns the actions
and the approaches crafted by management to produce successful performance in one specific
line of business. Business strategy is powerful if it produces sizable and sustainable competitive
advantage. It is weak if it results in competitive disadvantage. Functional strategy concerns the
game plan for running a major functional activity or process within business. Effective strategy
making begins with a vision of where the organisational needs to head.
Business Vision:
Business vision involves coming up with mission statement that defines what business the
company is presently in and conveys the essence of “Who we are?, What we do?, and where we
are now?”
We shall be recognised as the best by every single customer as being the best in sustained total
customer satisfaction, in pursuit of our business.
Business Objective:
 Customer satisfaction : To exceed customers’ satisfaction, to delight our customers.

 Employee Satisfaction : To Enhance motivation and personal growth of all employees
 Market Share : To beat competition and increase the market share.
 Profit and Return on assets : To increase profits and provide shareholders with a satisfactory
return on their investments
TQM:
TQM is a philosophy of managing a set of business practices that emphasizes continuous
improvement in all phases of operations, 100 percent accuracy in performing activities,
involvement and empowerment of employees at all levels, team based work design,
benchmarking and fully satisfying customer expectations. Quality improvement processes have
now become a globally pervasive part of the fabric of implementing strategies keyed to defect
free manufacture, superior product quality, superior customer service and total customer
satisfaction. TQM entails creating a total quality culture bent on continuously improving the
performance of every task and value chain activity.
Aligning business processes with business objectives

In any TQM philosophy aligning business processes to fulfill business objectives is the major
exercise. Functions/Activities are performed to achieve business objectives. Departmental
objectives are derived from business objectives. Activities are performed in the department to
achieve departmental objectives. For each activity there is immediate internal or external
customer and supplier.
It is necessary for every process owner to think about “My Customer” and “What I provide to
them” and about “My Suppliers” and “What they provide to me”. It is necessary to identify major
business processes in the organisation and measurement of process performance. Following are
some commonly identified as major business processes in the industry:

TQM AND HR 18
Major business processes identified:
 Customer Service and Supply chain

 Forecasting customer orders
 Scheduling parts on our suppliers
 Planning our factory production
 Making product in our factory and delivering to distribution centers
 Customer ordering, delivering and invoicing
 New product
 Interviewing end users and understanding their needs
 New product planning
 New product design and manufacturing
 New product marketing plans
 Sales marketing
 Market research
 Stimulation of end users interest
 Excellent marketing execution with our customers
 Developing customer partnerships
 Acquiring new customers
 People
 Hiring, appraising, training and development
 Communicating
 Reward and recognition
 Developing organisation to meet customer’s needs
Conclusion
TQM plays a vital role in successfully implementing business strategy. When TQM is not a part
of a wider effort to improve strategy execution and business performance they deteriorate into
strategy-blind efforts to manage better.
6. What are the various building blocks of TQM?

The building blocks of TQM: processes, people, management systems and performance
Measurement:
Everything we do is a Process, which is the transformation of a set of inputs, which can include
action, methods and operations, into the desired outputs, which satisfy the customers’ needs and
expectations. In each area or function within an organisation there will be many processes taking
place, and each can be analysed by an examination of the inputs and outputs to determine the
action necessary to improve quality. In every organisation there are some very large processes,
which are groups of smaller processes, called key or core business processes. These must be
carried out well if an organisation is to achieve its mission and objectives. The section on
Processes discusses processes and how to improve them, and Implementation covers how to
prioritise and select the right process for improvement.
Total Quality Management:

Total: Encompasses all functions, all activities, all employees, all subcontractors/Vendors/
Suppliers, complete all the time.
Quality: Measure of customer satisfaction and delight with the product and service.
Management: Leadership, Organisational structure, Working systems, Procedures and Processes
to make it happen and people.
Continuous
 Improvement
 Learning
Gayathri Shankarram
 Registration
Innovation Number: 200308104
TQM AND HR 19
Building Blocks of TQM:
Strategic Quality Planning
People
Quality in Daily Work Continuous Improvement
Strategic Quality planning:

The purpose of Strategic Quality Planning is to develop and achieve the organization's vision in a
manner that is consistent with its mission and values. SQP involves every member of the
organization in developing a common understanding of:
 The organization's customers and their needs and expectations
 How customer's expectations is measured
 How customer's needs are met through purposeful activity or systems
 the values, mission, and vision or desired future state of the
organization
 The goals of the organization
 How to link plans to systems for organization-wide design,
improvement, alignment, and implementation activities
 How to execute annual plans
 How to review the process and results of annual plans and how to act
upon the knowledge gained
People:
People are a fundamental building block of any TQM organisation. The only point at which true
responsibility for quality can lie is with the people actually doing the job or carrying out the
process. The complexity of most processes in an organisation places them beyond the control of
any one individual, so the only efficient way to tackle process improvement or re-design is
through teamwork.
When properly managed and developed, teamwork improves processes and produces results
quickly and economically through the free exchange of ideas, information, knowledge and data. It
is an essential component of a total quality organisation, building trust, improving communication
and developing a culture of interdependence, rather than one of independence.
The only point at which true responsibility for performance and quality can lie is with the People
who actually do the job or carry out the process, each of which has one or several suppliers and
customers. An efficient and effective way to tackle process or quality improvement is through
teamwork. However, people will not engage in improvement activities without commitment and

TQM AND HR 20
recognition from the organisation’s leaders, a climate for improvement and a strategy that is
implemented thoughtfully and effectively. The section on People expands on these issues,
covering roles within teams, team selection and development and models for successful
teamwork.
Quality in Daily work:

Because of the time we have invested in awareness and skill training, many of the quality tools
and concepts have become integrated into the way we do business, either transforming or
reinforcing staff behaviors and attitudes.
Below are a few examples of quality tools and principles that we now see incorporated into daily
activities:-
• Self-Directed Work Teams: The development of Self-Directed Work Teams is growing

expression of teamwork, flattening the organization, and empowerment principles. Team
members will tell us that is a lot of work, but that the end result produces efficiency and
better service for the customer.
• Customers as Partners: In a quality environment you begin to see your customers as
partners. We have instituted several formal partnership programs with Schools and
Colleges to plan for the effective use of information technology resources and deliver
those services. As well, we strive for a sense of partnering with customers in developing
and delivering our products and services.
• General Meeting Effectiveness: One of the most significant changes we have noticed
from the application of quality principles and tools is in the increased effectiveness of our
meetings.
Continuous Improvement:
The Continuous Improvement component allows organizations to examine their current business
environment relative to their diversity strategy and make changes based on current challenges in
their workforce, workplace and marketplace. It extends current diversity learning through
continued reinforcement.
Complacency is to be avoided, as it is a major hurdle in improvements. Widely supported

incremental improvement programs in every area of the organisation are a sure way of achieving
this objective. It is believed that that getting 1% improvement in all areas is better for the
organisation than 100% improvement in one area. Therefore small projects initiated by the
employees themselves – taken up in all areas give a boost and strength to this movement and also
help in developing potential of the people.
Continuous Improvement Objectives:
• Identify New Challenges/Opportunities

• Review Strategic Plan
• Follow-up Assessment

TQM AND HR 21
7. Explain Juran on Quality in detail? Compare it with Deming’s principles of Quality.

His TQM message is built around following 10 steps:
 Create awareness of the need and opportunity for quality improvement.
 Set goals for continuous improvement.
 Build an organisation to achieve goals by establishing a quality council, identifying and
prioritizing the problems, selecting a project, appointing teams to take responsibility of
actions and choosing facilitators.
 Give everyone training.
 Carry out projects to solve problems.
 Report progress.
 Show recognition
 Communicate results
 Keep a record of success.
 Incorporate the annual improvements in the company’s regular systems and processes and
thereby maintain momentum.
Concept of Juran
 Juran has felt that managing for quality requires the same attention that other functions obtain.
 Juran sees the trilogy as the key to success. Top management can follow this sequence just as
they would use one for financial budgeting, cost control, and profit improvement.
 For any project, quality planning is used to create the process that will enable one to meet the
desired goals.
 Quality control is used to monitor and adjust the proc
Juran defines Quality as “Fitness for use or purpose”. Instead of conformance to specifications in
Juran’s
Quality Trilogy:
Juran’s Quality Trilogy consists of quality planning, quality control, and quality improvement.
Quality Planning provides a system that is capable of meeting quality standards.
Quality Control is used to determine when corrective action is required.
Quality Improvement seeks better ways of doing things.
• Identify who are the customers.
• Determine the needs of those customers.
• Translate those needs into our language.
Quality Planning • Develop a product that can respond to those needs.
• Optimise the product features so as to meet our needs and customer
needs.
• Develop a process which is able to produce the product.

Quality • Optimise the process.
Improvement
• Prove that the process can produce the product under operating
conditions with minimal inspection.
Quality Control • Transfer the process to Operations.

TQM AND HR 22
Deming’s Principles on Quality:

Deming’s approach is revolutionary--not evolutionary. Throw out your old system of
management--implement the 14 points. Not just some of them, all of them. And the points go far
beyond what is considered to be quality control. They affect all areas of management.
Deming’s 14 Points:
1. Create constancy of purpose toward improvement of product and service, with the aim to
become competitive and to stay in business, and to provide jobs.
2. Adopt the new philosophy. We are in a new economic age. Western management must awaken
to the challenge, must learn the irresponsibility’s, and take on leadership for change.
3. Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a
mass basis by building quality into the product in the first place.
4. End the practice of awarding business on the basis of price tag. Instead, minimize total cost.
Move toward a single supplier for any one item, on a long-term relationship of loyalty and
trust.
5. Improve constantly and forever the system of production and service, to improve quality and
productivity, and constantly decrease costs.
6. Institute training on the job.
7. Institute leadership (see Point 12). The aim of supervision should be to help people and
machines and gadgets to do a better job. Supervision of management is in need of overhaul,
as well as supervision of production workers.
8. Drive out fear, so everyone may work effectively for the company,
9. Break down barriers between departments. People in research, design, sales, and production
must work as a team, to foresee problems of production and in use that may be encountered.
10. Eliminate slogans, exhortations, and targets of the work force asking for zero defects and new
levels of productivity. Such exhortations only create adversarial relationships, as the bulk of
the causes of low quality and low productivity belong to the system and thus fie beyond the
power of the workforce.

TQM AND HR 23
11. a. Eliminate work standards (quotas) on the factory floor. Substitute leadership.
b. Eliminate management by objective. Eliminate management by numbers, numerical goals.
Substitute leadership.
12. a. Remove barriers that rob the hourly worker of his right to pride of workmanship. The
responsibility of supervisors must change from numbers to quality.
b. Remove barriers that rob people in management and in engineering of their right to pride
of workmanship. This means abolishment of the annual or merit rating and of management by
objective.
13. Institute a vigorous program of education and self-improvement.
14. Put everybody in the company to work to accomplish the transformation.
According to Deming’s Theory, A production system in composed of many interacting sub

systems. Management’s job is to set the purpose for the system and to optimize the system.
Variation is an inherent part of any system. Common causes of variation account for 80-90% of
the total variation; assignable causes account for the rest. Only management can address common
causes of variation. Knowledge is not possible without theory. Experience alone does not
establish a theory. Copying an example of someone else’s success without understanding it with
theory can lead to disaster.
By practice of using only visible and measurable figures to judge performance, company creates
another roadblock to implement Deming’s approach. He acknowledges the usefulness of figures,
but states that focusing on the visible figures alone is quick route to failure. The end of quarter or
year panic leads the management to manipulate everything to get the right numbers. Other
important things like quality, research, education, are pushed aside by the numbers game.
It can be seen from the Deming’s theory that he has thought out the matter in great depth and
shows practical wisdom which can be used by the companies worldwide.
8. Explain Malcom Baldrige National Quality award and European Quality award.
Malcolm Baldrige National Quality Award:

The Malcolm Baldrige National Quality Award is one of three global quality awards coveted by
companies all over the world. While the award is largely US-centric, the basic parameters for
selection of companies have been adapted by several organisations across the globe to evaluate
quality.
The award has been instituted in the memory of Malcolm Baldrige, who served as the US
secretary of commerce for seven years in the Ronald Reagan administration. Baldrige's award-
winning managerial excellence contributed to long-term improvement in the US economy, and
efficiency and effectiveness in the government. Prior to entering government service, he served as
chairman and chief executive officer of Scovill Inc, where he is credited with leading its
transformation from a financially troubled brass mill to a highly diversified manufacturer of
consumer, housing and industrial goods.
The award is traditionally presented by the president of the United States at a special ceremony in
Washington, D.C., to companies in five categories:
• Manufacturing companies
• Service companies
• Small business
• Health care Organisations
• Educational institutions.

TQM AND HR 24
The evaluation criteria:

The award is based on an evaluation of companies on various parameters, for which a scoring
system has been devised. These are:
1. Leadership (125 points):

The leadership category examines how an organisation’s senior leaders address values and
performance expectations, as well as a focus on customers and other stakeholders, empowerment,
innovation, learning, and organisational directions. Also examined is how the organisation
addresses its responsibilities to the public and supports its key communities.
2. Strategic planning (85 points):

The strategic planning category examines the organisation’s strategy development process,
including how it develops strategic objectives, action plans, and related human resource plans.
Also examined are how plans are deployed and how performance is tracked.
3. Customer and market focus (85 points):

The customer and market focus category examines how the organisation determines requirements,
expectations, and preferences of customers and markets. Also examined is how it builds
relationships with customers and determines their satisfaction.
4. Information and analysis (85 points):

The information and analysis category examines the organization’s performance measurement
system and how it analyses performance data and information.
5. Human resources (85 points):

The human resource focus category examines how the organization enables employees to develop
and utilise their full potential, aligned with the organisation’s objectives. Also examined are the
organisation’s efforts to build and maintain a work environment and an employee support climate
conducive to performance excellence, full participation, and personal and organizational growth.
6. Process management (85 points):

The process management category examines the key aspects of the organisation’s process
management, including customer-focused design, product and service delivery, support, and
supplier and partnering processes involving all work units.
7. Business results (450 points):

The business results category examines the organisation’s performance and improvement in key
business areas -- customer satisfaction, product and service performance, financial and
marketplace performance, human resource results, supplier and partner results, and operational
performance. Also examined are performance levels relative to competitors.

TQM AND HR 25
Malcom Baldrige Award Criteria
Customer and Market focused Strategy and action plans
2 5
Strategic Human
Planning Resource
Focus
1 7
Leadership Business Results
3 6
Customer Process
and Market Management
Focus
4
Information and Analysis
European Quality Award:
The European Quality Award is Europe's most prestigious Award for organisational Excellence
and is the top level of the EFQM Levels of Excellence. 2004 marks the thirteenth running of the
European Quality Award. It is open to every high performing organisation in Europe and focuses
on recognizing Excellence and providing detailed, independent feedback to all Applicants to help
them on their continuing journey to Excellence.
Award Assessors are all practicing senior managers or, in a few cases, academics who bring their
years of experience and judgement to provide valuable feedback and the evidence on which the
different levels of recognition are based.
The European Quality Award sits at the pinnacle of dozens of regional and national quality
awards and Applicants have often been successful in these before applying for European
recognition.
The award is presented annually to the organisations judged to be the most successful exponent of
TQM in Europe. The winners are chosen from four categories:

TQM AND HR 26
1. Whole companies
2. Operational units of companies
3. Small and medium sized companies
4. Public sector organisations.
There are four levels of recognition in each category available to Applicants for the European
Quality Award. They are shown below in descending order.
Award Winner
The European Quality Award is presented annually to the organisation judged to be the best in
each of the Award categories providing also they meet all the requirements set annually by the
Award jurors.
Award winners are exceptional organisations - they are European or global role models in their
approaches and the results they achieve. As these are exceptional organisations, the independent
jury does not always identify an Award winner in each category, further increasing the prestige
for those who reach this level.
Every Award winner will be entitled to retain the trophy for a full year and at the end of this time
receive a smaller replica. They are also entitled to use the European Quality Award winner logo
on letterheads, business cards, advertisements, etc.
Prize Winners
Prizes are presented annually to organisations that excel in one or more of the eight fundamental
concepts of Excellence. The new definition of Prizes based on the fundamental concepts of the
EFQM Excellence Model was introduced for five of them for the fist time in 2003. Now, in 2004,
they are extending the recognition at Prize winner level to cover all of the fundamental concepts
in each category in the following areas:
• Leadership and constancy of purpose
• Customer focus
• Corporate social responsibility
• People development and involvement
• Results orientation
• Management by processes and facts
• Continuous learning, innovation and improvement
• Partnership development
These Prizes will allow us to identify and celebrate more role models and should be readily
understood by managers in general and the press. It will be possible for an organisation to win
more than one Prize, and for there to be more than one winner of a Prize where the jury decide
there is more than one role model organisation.
Finalists
Each year, several Finalists may be declared in each category. Finalists are organisations that
demonstrate a high degree of Excellence in the management of quality as their fundamental
process for continuous improvement. Finalists receive a framed certificate and are also entitled to
use the European Quality Award Finalist logo on letterheads, business cards, advertisements etc.
Recognised for Excellence

All Applicants for the Award are asked if they are interested in being recognised at this level
which is the middle level of EFQM Levels of Excellence. Those who achieve a score in excess of

TQM AND HR 27
400 points after site visit are recognised for Excellence. This indicates that the organisation is
well managed and aspires to achieve role model status.
The European Quality award is used as a self assessment tool. It has nine elements that have been
identified as the key components of business excellence:
People People
Management Satisfaction
10% 9%
Business
Leadership Policy & Processes Customer Results
10% Strategy 10% Satisfaction 15%
10% 10%
Impact on
Resources Society
10% 6%
Enablers 50% Results 50%
9. Explain the role of environmental management system in TQM
Environment
Environment is defined as 'surroundings in which an Organisation operates including air, water,
land, natural resources, flora, fauna, humans and their interrelation. Surroundings in this context
extend from within individual households to organisations and then to the entire global system.
Keeping the environment fit for living is the duty of every citizen and Organisation, because a
clean environment enhances the 'quality of life' of all species on the earth. There is an increasing
awareness by individuals and organisations to achieve and demonstrate sound environmental
performance by controlling the impact of their activities on the environment.
Causes of environmental degradation
There are many causes that have contributed for the degradation in the environment. Some of
them are population increase, ozone depletion, global warming, air pollution, water pollution and
ecosystem disturbance.
Population increase
The World population is increasing rapidly. Current population is around 6 billion and will
increase to 12 to 15 billion by year 2100. There will be great demands on resources such as space,
water and food. There will be serious pollution problems as a result of population growth.
Ozone depletion
CFC's and other gases are responsible for attacking and reducing the thin layer of high-level of
ozone 15 km up in the troposphere. Ozone, the three atom form of oxygen is destroyed by the

TQM AND HR 28
CFC's and other similar chemicals which release chlorine when exposed to sun light. The chlorine
then attacks the ozone converting it into oxygen. During turbulence at this height the ozone thins
out, creating a hole which allows ultra violet light from the sun to the surface of the earth. Ultra
violet radiation has widespread effects on human health, crops, photo synthesis and ecosystems.
Global Warming
The mean temperature on the earth over the past 140 years has gone up by about 0.5 degrees
Celsius. The green house gases that contribute to the global warming are as follows:
Air Pollution
Air pollution is caused by several factors. Some of the major causes of air pollution are - smog,
emissions from vehicle exhausts, release of hydrocarbons from industries. Nitrogen dioxide,
Carbon monoxide, solvents and complex hydrocarbons cause air pollution. Many different
concerns manifest themselves as 'acid rain'. Acid rain, particularly caused by sulfur-dioxide
causes extensive damage to ecosystems. Low level ozone generation from the release of
hydrocarbons from industry and vehicles is a problem, particularly during summer when sunlight
creates a photochemical smog. Air pollution is cause for many disorders like asthma, bronchitis,
eye infections and headaches.
Water Pollution
Water pollution is caused by nitrates from agricultural operations, discharges from factories either
directly or through water treatment plants, sewage discharges, spillage of chemicals, run-off from
mining and quarrying operations and ground water contamination due to landfill sites.
Classification scheme for river and canal water is as follows:
Ecosystem Degradation
In pursuit of industrialisation, large scale destruction of geographical regions is causing massive
degradation of the ecosystem. Inadequate planning and poor management of the resources are
resulting in destruction of rain forests and upland regions. Exploitation of forests for wood (as
industrial raw material, fuel and construction material), mineral extraction and construction of
dams for irrigation and power generation are creating imbalance in the ecosystem.
Environmental concerns
Managements of Business organisations are under constant pressure from various groups like
Legislation, Customers, Markets, Insurance, Public and Media to achieve and demonstrate sound
environmental performance.
Legislation
Organisations need to adhere to the statutory and regulatory requirements applicable to the
country to be in business. There is no equal pressure in all the countries. In developed and
advanced countries, the legislation for protection of environment has become a high priority.
Environmental regulatory bodies, like the Pollution Control Board play, a significant role in the
implementation and monitoring of the legislative requirements.
Customers
Individual customers and corporate customers would like to purchase products from
manufacturers who are committed to environmental protection. Eco-Label award or certification
to ISO 14000 EMS standards provides confidence to the customers that the suppliers are
committed to environmental protection and improvement.
Market Trends
Environmental issues have influenced the consumption patterns of many products. Manufacturers
need to study the market trends to prepare the business plans. Some examples of this changing
trend are
• Usage pattern of pesticides, refrigerants and solvents
• Reduction in the use of solvents due to water based alternatives
• Alternatives to wood being developed
• Usage of sodium hexafluoride as insulating gas under threat

TQM AND HR 29
Insurance
Insurance companies are creating pressure on the industry to institute an EMS by providing
tailored insurance policies than general policies. Pollution liability is restricted to sudden and
accidental and no cover for gradual pollution incidents.
Sudden and accidental
-Bhopal, Chernobyl etc.,
Gradual - Disposal of toxic waste by burial
- Leakage of pipes, tanks or pits
- Discharge into streams or rivers
- Release of fumes into atmosphere
Public and Media
Public consisting of local residents, organisation's workforce, investors and insurers, customers
and environmental interest groups like Greenpeace and Friends of the Earth are creating
awareness on environmental issues. Wide usage of the Internet and government regulations will
lead organisations to provide information on the environmental performance.
Environmental Management Systems - Need

Organisations of all kinds are increasingly concerned to achieve and demonstrate sound
environmental performance by controlling the impact of their activities, products and services on
the environment taking into consideration their environmental policy and objectives. The
Environmental Management System of an organisation is expected to meet the following needs:
Meet the regulatory, and legislative requirements
1.Improve the control of the environmental impact
2.Provide confidence to the customers that the products and services are manufactured with the
aim of reducing the negative impact on the environment
3.Suitably accommodate changing market trends and gain competitive edge
4.Reduce the costs associated with environmental liabilities and Insurance Gain public and media
support
Environmental Management Systems - Scope

The Environmental Management System enables an Organisation to formulate policy and
objectives taking into consideration legislative requirements and significant environmental
impacts and specifies the environmental performance criteria. The scope of the Environmental
Management System of an organisation consists of :
* Implement. Maintain and improve EMS.
* Conformance to the stated policies and objectives.
* Demonstrate conformance to the EMS through certification.
Environment Management System of an organisation shall consider the following issues:
* Improvement to the Quality of life
* Benefits to society
* Commitment to the future generations
* Minimizations of environment risk
* Prevention of pollution
* Environment care and continuous improvements
* Save resources
Environmental Management Systems - Benefits

Environmental Management System benefits the organisation as well as the society. Significant
benefits of the EMS are

TQM AND HR 30
* Assurance of policy implementation.

- Forces organisations to link policy to objectives and targets.
- Policy linked to operations and activities.
- Management involvement.
- Compliance with the regulatory requirements.
- Continuous environmental improvement.
- Spot and correct potential problems.
* Technology tie-ups.
- Multi-national companies (MNCs) would like to provide technology to companies which have
implemented EMS.
* Benefits to stakeholders-employees, customers, society, government and interested parties.
* Reduction in costs.
- Reduction in expenditure on raw materials.
- Savings from waste reduction or elimination.
- Decrease in costs of waste disposal.
- Reduction of insurance costs and elimination of penalties.
Key elements of Environment Management Systems:
Environmental policy — Develop a statement of your plant’s commitment to the environment.

Use this policy as a framework for planning and action. The policy is a direct reflection of the
fundamental values of the organization.
Environmental aspects — Identify environmental attributes of your products, activities and
services. Determine those that could have significant impacts on the environment.
Legal and other requirements — Identify and ensure access to relevant laws and regulations, as
well as other requirements to which your plant adheres.
Objectives and targets — Establish environmental goals for your plant, in line with your policy,
environmental impacts, the views of interested parties and other factors.
Environmental management program — Plan actions necessary to achieve your objectives and
targets.

TQM AND HR 31
Structure and responsibility — Establish roles and responsibilities for environmental management
and provide appropriate resources.
Training, awareness and competence — Ensure that your plant’s employees are trained and
capable of carrying out their environmental responsibilities.
Communication — Establish processes for internal and external communications on
environmental management issues.
EMS documentation — Maintain information on your plant’s EMS and related
documents. Document control — Ensure effective management of procedures and other system
documents. Operational control — Identify, plan and manage your plant’s operations and
activities in line with your plant’s policy, objectives and targets.
Emergency preparedness and response — Identify potential emergencies and develop procedures
for preventing and responding to them.
Monitoring and measurement — Monitor key activities and track performance. Conduct periodic
assessments of compliance with legal requirements.
Nonconformance and corrective and preventive action — Identify and correct problems and
prevent their recurrence.
Records — Maintain and manage records of EMS performance.
EMS audit — Periodically verify that your plant’s EMS is operating as intended.
Management review — Periodically review your plant’s EMS with an eye to continual
improvement.
Conclusion:
Any TQM model expects that organisation is socially responsible, fulfilling the environment
management systems as per ISO 14001 any organisation demonstrate their concern for the
environment.
10. Explain the role of HR promoting TQM in an organisation.
TQM is primarily an organizational strategy considered as a change programme to achieve

excellence and therefore HR has an important role to play in designing the interventions to
prepare the people and the organizations for the desired change.
The role of the HR Department in improving quality can be considerable. Broadly, it can:
• Assist in the formulation of the firm's strategic direction and needs.

• Identify the human resource philosophies or culture consistent with the business needs.
• Develop and implement policies and activities consistent with the culture.
• Ensure that the quality improvement process is consistent with the other human resource
activities.
The HR department can play a significant role in the change process by establishing a specific
programme that is responsible for dealing with the change. This programme can involve:
• Establishing a senior HR council and executive operating committee

• Naming a major initiative that rallies all employees to the change
• Developing a leadership programme that ensures that the change clearly includes the top
management [ a senior management development programme].

TQM AND HR 32
Additionally, within the HR department there can be further division of roles and responsibilities.
This often involves clarifying the relationship between the corporate-level HR department and the
business unit - level departments. Taking a proactive stance, the corporate-level department can13:
• Assist senior managers in formulating change

• Become a model of change
• Develop and guide divisional human resource departments
• Change organisational structure
• Serve as a clearinghouse
• Serve as trainer for other HR staff
• Do benchmark analysis
• Develop HRIS [Human Resource Information System] capacity
• Audit competencies
Development of Total Quality People:

The first pillar of TQM is internal customer satisfaction. People involved in each process have to
treat those next in the process as their customer. In addition to the external customer, every
activity in the factory has an internal customer. The service to the internal customer is the one
which will help gear up the organization to deliver finally the required service to the customer.
For example if Marketing dept. deals with external customer, its commitments are to be
backed up by other departments for whom the marketing dept. itself becomes a customer.
Therefore, all the departments and the people are to be oriented towards achieving total quality
and the attitude of " Help us to help you better " must be developed on the philosophy of internal
customers. Here lies the importance of HR in developing total quality people i.e. people with
positive attitude, values in consonance with organizational mission and change the mindset so
that the foundation becomes very strong. The HR effort should be to bring in/foster real spirit of
TQM i.e. spirit of reciprocity in interactions and not merely the mechanics of it. The HR initiative
in TQM activity should be oriented to demonstrate the
efficacy of Win-Win relationships as contrasted to Win-Lose or Lose-Lose relationships and
thereby enabling effective spirit of team work.
Training
HR has also to undertake intensive training of personnel in understanding the application of TQM
methods & its tools. In Japan, this part of applying TQM methods & tools are very much wide
spread & people at all levels starting from top to bottom are very much conversant with this and
apply in all spheres of their activity. HR initiatives in this context have to
address in training of personnel in becoming "data minded than opinion minded". The mindset of
" What is wrong" than " Who is wrong" to be generated & built up. Though it is a formidable task,
HR has to trigger this thinking in an organization to realise thought revolution of TQM dimension.
Employee Involvement:
Further, HR has to initiate employee involvement in TQM activity. Ultimately, quality is
physically produced by the operator on the shop floor. It is therefore very important that he
understands the quality requirements of his job. This is possible provided his involvement in the
job is very high and he is a very committed and empowered worker. It is in this context that
Japanese have introduced Quality Circles which have generated high level of commitment of
workers and finally helped Japan to become as world leader in the business. Quality circles are
based on the fundamental principles of collaboration,
involvement & empowerment. HR has to facilitate the culture of team work either in the form of
Quality Circles, Quality Teams, Task force, CFT, Suggestion schemes or any such others
innovative employee involvement schemes for TQM activity.

TQM AND HR 33
Education and communication:

Companies place great emphasis on this, through a variety of vehicles – videos, briefing,
magazines, newsletters, notice – boards, story boards and so on, so as to promulgate and reinforce
the quality message. However its inadequate for senior management to express their commitment
solely through communicating vision and mission statements.
Recruitment and Selection:

TQM has an effect on selection procedures. Some companies have sophisticated recruitment and
selection techniques, including psychometric and aptitude tests and assessment centers to identify
team workers or problem solvers appropriate to quality culture.
Appraisal:
Performance appraisal is seen playing an important role as a tool to communicate to managers
whether quality standards are being met, given the importance of the customer evaluation of
managerial performance in the overall appraisal.
Communication and recognition:

Placing so much emphasis on training requires that the company communicate regularly with
employees about the developmental opportunities being offered. These are more than just
communication vehicles. They serve as a means of worker recognition, which the company takes
seriously. Other ways of recognizing employees include:
• Recognition Day—An annual celebration at each location in which individual employees
and teams are recognized publicly for their accomplishments
• Incentive Recognition Awards—An annual monetary award for excellence above and
beyond normal job duties
• Seniority Recognition Program—A program in which every employee receives a card
and small gift on the anniversary of his or her date of hire.
Labor relations:
One of the distinctive features of human resources program is that the program makes no
distinctions between exempt and nonexempt employees. The organization surveys union
members about their opinions right along with salaried employees. Union members participate in
the employee-suggestion program, and they can attend the Front-Line Leadership Training
regardless of whether or not they have any supervisory responsibility.
Job design:
Employees are more likely to show commitment when jobs are meaningful and involve
significant responsibility and where employees are able to get direct feedback on their
performance. TQM emphasis on flexibility and teamwork may also require a move away from
detailed fixed job descriptions.
Finally HR has to create TQM mindset by focusing following three main orientations:-
1) The customer orientation
2) The process orientation
3) The people orientation.

TQM AND HR 34
There are five phases of HR intervention for TQM:
Formulation:
Hr professional could play a role in shaping TQM initiatives at the formulation stage. They may
be able to play a creative role in terms of philosophy behind TQM and its degree of interaction
with current organisational practice and ethics.
Example:
1. Preparing and synthesizing reports from other organisations that have experience of TQM
2. Assisting with choices about TQM approaches.
3. Designing and delivering senior management development courses that create the right
climate for TQM.
Implementation Stage:
At this stage, HR professionals can play a facilitating role in ensuring the TQM is introduced in
most appropriate way. The following activities may be undertaken:
1. Training of middle managers and supervisors in how to develop TQM process within staff
2. Training facilitators mentors and team members in interpersonal skills and how to manage
TQM
3. Coaching managers on behaviour
4. Designing communication events to publicize TQM.
Maintenance Stage:
Having shaped and implemented the TQM initiative, HR personal function can play an effective
part in attempting to maintain and reinforce its position within the organisation. Interventions in
the third area are designed to ensure TQM continue to attract a high profile and does not lose
impetus. Contribution can be in following areas:
1. Introducing or upgrading the TQM component with induction courses.
2. Ensuring that training in tools, techniques, systems and processes continues to be provided
within the organisation.
3. assisting quality improvement teams
4. Ensuring the methods of rewarding success are established.
Review Stage:
HR may also be able to make contribution to TQM at the review level either on regular basis or
part of ongoing procedure for evaluating progress. Such intervention could include:
1. Contributing to leading the preparation of annual TQM reports.
2. Assuring effectiveness of TQM infrastructure
3. Preparing and administrating employee attitude surveys on TQM
Application Stage:
Finally and to some extent in conjunction with each of these stages, HR function can apply to
TQM to review their own activities along the lines of the undertaken by the internal contractors as
analysed earlier. The precise list of practices depends on organisation and function involved.
Some of them may be:
1. Preparing offer and contract letters within a specified time.
2. Advising staff on their terms and condition of employment
3. Evaluating Training provision on annual basis.
4. Continual review of its activities using the people related criteria in EFQM model and
MBNQA.

LIST OF ATTEMPTED QUESTIONS AND ANSWERS
True/False
Question ISO is Quality management system.
Correct Answer True
Your Answer True
Multiple Choice Single Answer

Question Evolution of quality concept. Current era is
Correct Answer Continual Improvement
Your Answer Continual Improvement
Multiple Choice Multiple Answer

Question Service Assurance is :-
Correct Answer Confidence with customer , Customer have trust , Employee

have knowledge
Your Answer Confidence with customer , Customer have trust , Employee
have knowledge

Question TQM is a:-
Correct Answer Philosophy
Your Answer Philosophy

Question Cause & Effect diagram used to :-
Correct Answer Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
Your Answer Identify & organize possible causes of problem , Identify possible
causes of solution , Identify possible causes of problem &
determining its relation
Select The Blank

Question ________ helps organization reduce employee turnover and
absenteeism.
Correct Answer Training & development
Your Answer Job design

Question In statistical quality control, primary concern is :-
Correct Answer Control
Your Answer Control

Question The management review is carried :-
Correct Answer To ensure effectiveness Of QMS
Your Answer To ensure effectiveness Of QMS
Select The Blank

Question While calculating PPK standard deviation is________.
Correct Answer Calculated
Your Answer Calculated
True/False
Question Quality circle benefit to Employee.
Correct Answer True
Your Answer True
Select The Blank

Question While calculating CPK standard deviation is________.
Correct Answer Estimated

Question How TQM helps in reducing cost?
Correct Answer By reducing internal failure , By reducing external failure cost
Your Answer By reducing external failure cost , By reducing internal failure ,

By avoiding inspection
Select The Blank

Question Working together for excellence is ________.
Correct Answer Team work
Your Answer Team work

True/False
Question TQM & ISO both focuses on employee.
Correct Answer False
Your Answer False
Match The Following

Question Correct Answer Your Answer
How TQM helps in By reducing external sale By increasing sale

reducing cost
Calibration activity carried Appraisal cost Overhead
in company is
Quality planning is Prevention cost Prevention cost
Vender assessment is Appraisal cost Appraisal cost
True/False
Question The need for TQM is due to Cut throat competition.
Correct Answer True
Your Answer True

Question Multi- disciplinary approach means :-
Correct Answer People from different discipline in organization , People from

different department having diff skill
Your Answer People from different department having diff skill , People have
multi skill to perform work , People from different discipline in
organization
Select The Blank

Question Arrow indicates ________.
Correct Answer Direction of flow
Your Answer Direction of flow
Select The Blank

Question The TQM approach is based on employee's ________.
Correct Answer Participation

Your Answer Involvement

Question In ISO the focus is on :-
Correct Answer Enhancing customer satisfaction
Your Answer Enhancing customer satisfaction

Question Reliability of product means :-
Correct Answer Consistency of performance , Performance over period
Your Answer Consistency of performance , Performance over period

Question Current quality concept is :-
Correct Answer Continual improvement , Prevention of defect
Your Answer Continual improvement , Prevention of defect , Service

Question In inspection primary concern is :-
Correct Answer Detection of Defect , Action on only detected defect
Your Answer Detection of Defect , Control of process co -ordination , Action

on only detected defect
Select The Blank

Question Response is________.
Correct Answer Speed
Your Answer interaction
True/False
Question The European award uses the criteria of efficiency &
effectiveness.
Correct Answer True
Your Answer False
Match The Following

Tally chart is Data analysis told Data collection tool
Select The Blank

Question Process Quality planning means ________.
Correct Answer Building quality into processes
Your Answer Building quality into processes

Question Does TQM approach have relevance to Indian industry in
context to
Correct Answer People involvement , Customer satisfaction
Your Answer People involvement , Policy management , Cost reduction

Question Process evaluation is to identify :-
Correct Answer Potential failure prevention , Correctness of product
Your Answer Correctness of product , Verification of product , Validation of

product
Select The Blank

Question The planning & implementing Enviromental policy is
responsibility of________
Correct Answer Management representative.
Your Answer Planning of management

Question The management review to be conducted :-
Correct Answer As & when required
Your Answer After audit

Question The evaluation & selection of vendor :-
Correct Answer Must have predetermined procedure , Must be assessed
Your Answer Must have predetermined procedure , Must be assessed , Must

be committee to valuate

Correct Answer Must have procedure for it
Your Answer To be decided by management

Question Environment policy must contain :-
Correct Answer Mission & core values with respect to the enviroment
Your Answer Mission & core values with respect to the enviroment

Question According to traditional thinking, quality improvement leads to :-
Correct Answer Lower productivity
Your Answer Increased cost

Question The mean is :-
Correct Answer Center of process , Target of process
Your Answer Center of process , Target of process , Mean of Recuding

Question TQM approach is:-
Correct Answer Centered on quality
Your Answer Centered on quality
True/False
Question Leadership from top should be totally honest & transparent in
dealing .
Correct Answer True
Your Answer True
True/False
Question Quality approach is potential failure prevention.
Correct Answer True
Your Answer True

Question According to Deming quality improvement is analogous :-
Correct Answer To reduction of Variation
Your Answer To reduction of Variation
True/False
Question The ISO is based on Plan - do - check- Act.
Correct Answer True
Your Answer True
Select The Blank

Question The Design & Development Review to be carried ________
Correct Answer To evaluate ability of product to meet requirements
Your Answer To evaluate ability of product to meet requirements

Question Which are pillar of Tqm :-
Correct Answer Morale , Delivery
Your Answer Delivery , Training , Development
Select The Blank

Question TQM emphasises on ________.
Correct Answer Small improvement
Your Answer Continuous improvement

Question In Quality circle, which problems are solved?
Correct Answer Work related
Your Answer Work related

Question Following are the phases of intervention:-
Correct Answer Formulation stage , Maintenance stage , Implementation stage

Your Answer Formulation stage , Maintenance stage , Implementation stage

Question Leadership style from top to bottom is :-
Correct Answer Totally honest & transparent , Providing consistent vision /

direction
Your Answer Totally honest & transparent , Providing consistent vision /
direction

Question Tqm focus on :-
Correct Answer Employee , Customer
Your Answer Employee

Question While recruiting person he should
Correct Answer Competent to perform job , Trained to perform specified job
Your Answer Able to perform the activity. , Must posses necessary skill ,
Competent to perform job

Your Answer Continual improvement , Prevention of defect , Cost of product
Match The Following

MBQA is eligible for Manufacturing Manufacturing organization

organization
Malcolm baldring award Quality & productivity Quality & productivity
seeks improvement in
European quality award is Improving efficiency Software organization
for
Common elements of Senior management was Cost reduction
winners are activity involved

Correct Answer Enhancing customer satisfaction , Delighting customer
Your Answer Enhancing customer satisfaction , Delighting customer ,

Satisfying customer

Question Strategic quality management means :-
Correct Answer Strategic Improvement
Your Answer Strategic Improvement

Your Answer Correctness of product , Verification of product , Validation of

product
True/False
Question CPK is 1' 33 means 64 PPM.
Correct Answer True
Your Answer True
True/False
Your Answer True
Select The Blank

Question While setting Quality objective, ________ to be considered.
Correct Answer Customer need
Your Answer Organizational need
Select The Blank

absenteeism.
Your Answer Training & development


Question While setting Quality objective, What is to be consider :-
Your Answer Customer need
Match The Following

Tally chart is Data analysis told Defiance of highest &

lowest
True/False
Question By Applying basic principle, the process improvement will be in
organization's focuses on work process.
Correct Answer True
Your Answer True

Question ISO - 14001 is :-
Correct Answer Powerful management tool to be used by an organisation to

control the environmental hazards.
Your Answer Powerful management tool to be used by an organisation to
control the environmental hazards.
Select The Blank

Question ________ is responsible for quality objective.
Correct Answer Top management
Your Answer Top management

Question What is CMM ?
Correct Answer Capability maturity model
Your Answer Capability maturity model

Question According to Deming, Quality problems are :-
Correct Answer Due to management
Your Answer Due to method

Select The Blank
Question ________organisations are not eligible for MBNQA.
Correct Answer Software
Your Answer Manufacturing

Question ISO 14001 is the management representative, responsible for :-
Correct Answer Planning and implementing policy
Your Answer Planning and implementing policy

context to
Correct Answer Customer satisfaction , People involvement
Your Answer Customer satisfaction , People involvement , Policy

management

Question Malcolm Baldrige national quality award is for ( MBNQA ) :-
Correct Answer Total quality management
Your Answer Total quality management
True/False
Question Business objectives are derived from mission statement.
Correct Answer True
Your Answer True

Question By Applying basic principle the process improvement will be in
organization's :-
Correct Answer Focus on work process , Maintain self esteem of other
Your Answer Focus on work process , Maintain self esteem of other , Tone
initiative
True/False
effectiveness.
Correct Answer True
Your Answer True
Select The Blank

Question Reputation means________.
Correct Answer Past performance
Your Answer Past performance

Question While setting Goal ,following things to be consider.
Correct Answer Marketability of product , Organization need
Your Answer Customer need , Organization need , Statutory need

Question Integrity means :-
Correct Answer True to our words
Your Answer Working together

Question Documents in company are controlled by :-
Correct Answer Management Representative.
Your Answer Lead Auditor

Question PP & PPK is calculated for :-
Correct Answer Initial production run , Initial process setting
Your Answer Initial production run , Initial process setting , Future production
Select The Blank

Question TQM promotes________
Select The Blank

Your Answer Management representative.

Select The Blank

Question Payment Against warranty is________.
Correct Answer External failure cost
Your Answer Prevention cost
True/False
Question The role of management in QMS is to provide resources.
Correct Answer True
Your Answer True
True/False
Question Physical facilities is tangible dimension.
Correct Answer True
Your Answer True
Select The Blank

Question Quality means________.
Correct Answer Fitness for use
Your Answer Meeting of excellence
True/False
Question Zero Deviation means product is set on mean.
Correct Answer True
Your Answer True

Question The competence of the employee means :-
Correct Answer Competence of personnel performing work affective quality ,

Evaluale the effectiveness of action taken , Maintain appropriate
Record
Your Answer Competence of personnel performing work affective quality ,
Record

Question Employee should be involved in :-
Correct Answer Decision making , Participation
Your Answer Decision making , Participation , Union
Select The Blank

Question The supplier must provided ________ information to
management.
Correct Answer Adequate
Your Answer Sufficient
True/False
Question Quality approach is continual improvement.
Correct Answer True
Your Answer True
Select The Blank

Question TQM emphasises on ________.
True/False
Question Value is for which customer is paying.
Correct Answer True
Your Answer True

Question What is quality policy?
Correct Answer Overall intention & direction of organization towards quality

Your Answer Overall intention & direction of organization towards quality

Question Special characteristic means :-
Correct Answer Product characteristic which affect fit/ function / Regulation ,

Characteristic of product which are regulatory requirement.
Your Answer Product characteristic which affect fit/ function / Regulation ,
Characteristic of product which are regulatory requirement. ,
Characteristic in Specification
True/False
Question Recruitment & Selection are critical HR issue.
Correct Answer True
Your Answer True
True/False
Question Enviromental impact is any change to the environment, whether
adverse or beneficial.
Correct Answer True
Your Answer True

Question Lead assessor is :-
Correct Answer Qualified personnel , Leading team of auditor
Your Answer Qualified personnel , Leading team of auditor , Leading

organization
Select The Blank

Question The documents of external origin ________
Correct Answer Should be controlled separately
Your Answer Should be controlled separately
True/False
Question The soft side of TQM include Training on job
Correct Answer True
Your Answer True

Question TQM is aiming :-
Correct Answer Long term success
Your Answer Short term success
Select The Blank

Question In ISO the focus on customer is ________
Correct Answer In Enhancing customer satisfaction
Your Answer In Enhancing customer satisfaction
True/False
Question Training helps organization Reduces employee' turnover.
Correct Answer True
Your Answer False

Question CMM is use for :-
Correct Answer Managing software project
Your Answer Managing software project

Question In business, vision involve :-
Correct Answer Mission statement
Your Answer Mission statement

Question Which is not part of cost of poor quality ?
Correct Answer Appraisal cost
Your Answer Appraisal cost

Question Dr. Deming Believes that :-
Correct Answer Quality & Productivity walk in hands
Your Answer Quality & Productivity walk in hands
Select The Blank

Question The non conforming products are ________.
Correct Answer Identified & controlled
Your Answer Scraped

Select The Blank
Question Planning of internal hazardous material & its disposal________.
Correct Answer Contains Planing aspect
Your Answer Planning of inveroment

Question By adopting Tqm philosophy, it benefit to :-
Correct Answer Organisation , Employee
Your Answer Supplier , Organisation , Employee , Supplier
True/False
Question Failure mode & effect Analysis is prevention tool.
Correct Answer True
Your Answer True
Select The Blank

Select The Blank

Your Answer Quality Assurance
Select The Blank

Question Quality approach is________
Correct Answer Potential failure prevention
Your Answer Failure detection
True/False
Question ISO calls for Product approach.

Your Answer True
True/False
Question Enviroment indudes natural resources.
Correct Answer True
Your Answer True
True/False
Question ISO - 9000 -2000 this revision of ISO is currently in use.
Correct Answer True
Your Answer True
Select The Blank

Question Model used in software industry to check the quality is
called________
Your Answer Co - ordinate measuring mc

Question Need for Tqm is due :-
Correct Answer Cut throat competition , Customer requirement
Your Answer Cut throat competition , Customer requirement , Increasing profit

Question What is quality policy?
Correct Answer Overall intention & direction of organization towards quality
Your Answer Overall intention & direction of organization towards quality
Match The Following

Dr. Deming believes To prevent defect Quality improves

productivity decreases
Ishikawa development Cause & effect diagram Histogram
Type of variation is due to Common causes Common causes

Crosby's objective of Histogram Quality & productivity work
quality together
Select The Blank

Question Rectangle represent ________ While plotting flow chart.
Correct Answer Steps in Activity
Your Answer Decision point
Select The Blank

Question ________ is important in providing some underpinning of the
sense of shared responsibility.
Correct Answer Single status

Question Plan aspect contains :-
Correct Answer Planning of internal hazard & its disposal
Your Answer Planning of internal hazard & its disposal

Question The inviromental policy must :-
Correct Answer Commits to prevention of pollution , Be Relevant to the activity ,

Comply with legislation
Your Answer Be Relevant to the activity , Comply with legislation , Commits to
prevention of pollution

Question Tally chart is :-
Correct Answer Data collection tool
Your Answer Process monitoring tool
True/False
Question European award is given to any country.
Your Answer False

Question What is environment?
Correct Answer Surrounding in which an organization operates.
Your Answer Surrounding system

Question What is EMS?
Correct Answer Enviromentel management system
Your Answer Enviromentel management system

Question PP & PPK is calculated for :-
Correct Answer Initial production run , Initial process setting
Your Answer Initial production run , Initial process setting , Future production ,
Future process
Match The Following

Dimension Physical facility Vary from time to time .
Service characteristic Vary from time to time . Physical facility
Customer satisfaction To assess customer To assess customer

survey satisfaction level satisfaction level
Poor service is due to Inadequate resource Unskilled manpower
True/False
Question In TQM "Total" means Total Organization.
Correct Answer True
Your Answer True

Question The inviromental policy must contain & communicate the :-
Correct Answer Mission & value with respect to enviroment , Control & improve
enviroment , Enviromental impact
Your Answer Mission & value with respect to enviroment , Control & improve

Question The Quality problems arises :-
Correct Answer Due to management , Due to Employee
Your Answer Due to management , Due to Employee , Due to method , Due to

technology

Question Bar chart is :-
Correct Answer Frequency Distribution tool , Data analysis tool
Your Answer Frequency Distribution tool , Data analysis tool , Process control
tool

Question Competitive advantage will be achieved by :-
Correct Answer Serving customer in excellent fashion , Get in pat from customer
& convert in service , Technological improvement
Your Answer Serving customer in excellent fashion , Get in pat from customer
& convert in service , Technological improvement , Cost
reduction
Select The Blank

Question Diamond represent ________ while plotting flow chart.
Correct Answer Decision point
Your Answer Steps in Activity

Question The role of management in QMS is :-
Correct Answer To provide resources , To provide support
Your Answer To provide resources , To provide support , To provide guidance

, To provide Direction

Question Which of the following is not process input?
Correct Answer Testing
Your Answer Machinery

Question Before Accepting the order :-
Correct Answer It should be reviewed

Your Answer It should be reviewed

Question The role of management is :-
Correct Answer To provide Resources , To define EMS , To monitor the

effectiveness of the system
Your Answer To provide Resources , To define EMS , To monitor the
effectiveness of the system , To provide mission

Question Cost of poor quality comprises :-
Correct Answer Cost of internal failure , Cost of external failure
Your Answer Cost of internal failure , Cost of external failure , Cost of

manufacturing

Question The quality manual have :-
Correct Answer Level 3
Your Answer Level 3
True/False
Question ISO 9000 & TQM are supportive to each other.
Correct Answer True
Your Answer True

Question Cause & Effect diagram used to :-
Correct Answer Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
Your Answer Identify & organize possible causes of problem , Identify possible
causes of solution , Identify possible causes of problem &
determining its relation , Document properly possible causes of
solution
True/False
Question European award is given to any country.
Your Answer False

Question TQM focuses on :-
Correct Answer Customer
Your Answer Management
True/False
Question The quality manual have one Level.
Your Answer True

Select The Blank
Select The Blank

True/False
Question Quality is fitness for Purpose
Correct Answer True
Your Answer True
Select The Blank

Question Rectangle represent ________ While plotting flow chart.
Correct Answer Steps in Activity
Your Answer Decision point
True/False
Question Failure mode & effect Analysis is prevention tool.
Correct Answer True
Your Answer True
Select The Blank

Your Answer Speed


Your Answer To provide support , To provide guidance , To provide Direction
Select The Blank

Your Answer Satisfying customer
Match The Following

Quality approch Continiual improvement Productivity quality - cost -

management Delivery
Pillor of TQM Productivity quality - cost - Continiual improvement
Delivery management
Need for TQM is due Cut throat competition Inspection
TQM focusses on Employee Cut throat competition
True/False
Question The performance of process is in controlled condition then it is
called process at managed level.
Your Answer True

Question What is part of cost of poor quality?
Your Answer External failure cost
Select The Blank

Question ________ provides the competitive advantage.
Correct Answer Serving customer in excellent fashion
Your Answer Serving customer in excellent fashion


Your Answer Formulation stage , Maintenance stage , Implementation stage ,
Employee relation

Your Answer Satisfying customer

Question The variability in process is reduced, then the process become
more :--
Correct Answer Predictable
Your Answer Controllable

Question What is document control?
Correct Answer Document Required by EMS to be controlled
Your Answer Document Required by EMS to be controlled
True/False
Correct Answer True
Your Answer True

Question CMM is nothing but :-
Correct Answer Use of process means , Capability maturity model
Your Answer Use of process means , Use of quality improvement technique. ,

Co - ordinate measuring mc , Capability maturity model
True/False
Correct Answer True
Your Answer False

Question CP & CPK is calculated :-
Correct Answer To predict future process , To predict future product performance
Your Answer To predict future process , To predict future product performance

, To say Initial process , To set History
Select The Blank

Question The quality approach is ________
Your Answer Inspection
Select The Blank

absenteeism.
Your Answer Appraisal

Question ISO 14001 is the management representative, responsible for :-
Correct Answer Planning and implementing policy
Your Answer Planning of management

Question The human Resource :-
Correct Answer Must be competent
Your Answer Must be trained

Question Common elements of winners are :-
Correct Answer Senior management was actively involved , Control of overall

process , Focus on customer
Your Answer Senior management was actively involved , Control of overall
process , Focus on customer

Your Answer Consistency of performance , Performance over period , Useful

life , Post performance
Question What CPL indicates ?
Correct Answer Process capability relative to lower specification limit
Your Answer Process capability of process
Match The Following

Circle symbol Binging or end of Transportation

operation
Pareto analysis is Data analysis told Binging or end of operation
X bar means Average of reading Data analysis told
LCT means Lower control limit Delay in Activity

Question When cpk is less than one, :-
Correct Answer Process is not capable , Process is volatile
Your Answer Process is not capable , Process is stable , Process is highly

capable , Process is volatile
Select The Blank

Your Answer Individual performance

Question In parato Analysis, we have to focus on problem which
contribute :-
Correct Answer 80 % Of total problem , 80 % Of causes.
Your Answer 20 % Of total problem , 80 % Of causes.

Question The operational control in EMS is :-
Correct Answer The process of controlling environment
Your Answer The process of controlling environmental system

Question By adopting TQM philosophy, it benefits to :-
Correct Answer Organisation & employee
Your Answer Organisation & employee

Your Answer Employee , Customer , Management
Select The Blank

True/False
Question In TQM, approach to employee is to involve people.
Correct Answer True
Your Answer True

Question When the process is called under control?
Correct Answer When it is within specification
Your Answer When it is within specification
True/False
Correct Answer True
Your Answer True

Question Benefit of model based improvement are :-
Correct Answer Establish common language , Models are comprehensive

Your Answer Establish common language , Models are comprehensive ,
Provide frame work

Question Common features of CMM is how to produce software product
which are :-
Correct Answer Consistence , Repeatable , Predictable
Your Answer Repeatable , Predictable , User friendly
Select The Blank

Question The base of Tqm is________
Correct Answer Employee involvement
Your Answer Employee involvement

True/False
Question Each Environmental objective must be traceable back to the
Environmental Policy statement.
Correct Answer True
Your Answer True

Question What is environment?
Correct Answer Surrounding in which an organization operates.
Your Answer Surrounding system

Match The Following

ISO emphasis on Prevention Prevention
ISO International organization Inspection

far standard
Lead assessor Qualified personnel Qualified personnel
ISO currently in use ISO - 9000 -2000 ISO - 9000 -2000

True/False
Question Zero Deviation means product is set on mean.
Correct Answer True
Your Answer True

Question In control chart, X bar means :-
Correct Answer Average of Reading
Your Answer Mean of Reading

Question In ISO - 90001Quality policy declare by management. Similarly
what is specified in ISO - 14001?
Correct Answer Enviromrntal Policy
Your Answer Enviromrntal Policy
Select The Blank

Question ISO - 9000- 1994 is ________
Correct Answer Model for quality Assurance
Your Answer Model for quality Assurance
True/False
Question Histogram is used to compare data.
Correct Answer True
Your Answer True

Question Dimensions of quality are :-
Correct Answer Performance , Feature , Reliability
Your Answer Performance , Feature , Reliability , Cost
Select The Blank

Question Diamond represent ________ while plotting flow chart.
Correct Answer Decision point
Your Answer Steps in Activity
Match The Following

True/False
Question Venders are assessed on predefined criteria if some activity are
outsourced.
Correct Answer True
Your Answer True
Select The Blank


Question ISO emphasis on :-
Correct Answer Prevention
Select The Blank

Question ________ is a strategic effort, directed at attaining business
objective, through preventive action.
Correct Answer Quality
Your Answer Quality

Your Answer Enhancing customer satisfaction , Delighting customer ,

Satisfying customer , Supplying Customer.

Question ISO - 14001 gives stress on :-
Correct Answer Plan - Do -check -Act , Enviromental protection , Prevention

rather than detection
Your Answer Enviromental protection , Prevention rather than detection ,
Control action
Question Which is not Business objectivity?
Correct Answer Supplier satisfaction
Your Answer Supplier satisfaction
True/False
Correct Answer True
Your Answer True
Select The Blank

Question Tool is used in TQM implementation is ________.
Correct Answer P -D - C - A
Your Answer Quality circle
Select The Blank

Question Knowing capability of any process is required to ________.
Correct Answer Predict the behavior of process
Your Answer Predict the behavior of process
Select The Blank

Question ________ is the machine down time.
Correct Answer Waste
Your Answer Waste

True/False
effectiveness.
Correct Answer True
Your Answer True
Select The Blank

Question When the process is ________ then it is under control.
Correct Answer Within specification
Your Answer Within specification
True/False
Question The main business process objective is to serve the customer in
excellent manner.
Correct Answer True
Your Answer False
Select The Blank

management.
Your Answer Adequate

Question The inviromental policy must contain & communicate the :-
Correct Answer Mission & value with respect to enviroment , Control & improve
Your Answer Mission & value with respect to enviroment , Control & improve

Question Quality circle encourage :-
Correct Answer Tem work , Participation
Your Answer Participation , Tem work , Groupism


have knowledge
Your Answer Confidence with customer , Customer have trust , Employee
have knowledge , Warranty
Select The Blank

Your Answer Identified & controlled

Correct Answer At predetermined Interval , As & when required
Your Answer As & when required , Once in year , After audit

Question Process Quality planning means :-

Question Control chart shows :-
Correct Answer Performance of process
Your Answer Performance of material

Your Answer Morale , Delivery , Training , Development

Question Zone in Tolerance means :-
Correct Answer Gap between adequate service & desired service , Gap between
min & max expectation
Your Answer Gap between adequate service & desired service , Gap between
min & max expectation , Gap between expectation & experience
, Gap between Expectation & delivered service
True/False
Question Quality policy is defined by employee of organisation

Your Answer False

Correct Answer Detection of Defect
Your Answer Detection of Defect

Question Who is responsible for Deploying quality policy?

context to

management , Cost reduction
True/False
Question TQM approach is based on Participation.
Correct Answer True
Your Answer True

Question ISO 9000 & TQM are :-
Correct Answer Supportive to each other
Your Answer Supportive to each other
Select The Blank

Your Answer Estimated
True/False
Question Bar chart shows how data is spread across the range.
Correct Answer True
Your Answer True

Your Answer Qualified personnel , Leading team of auditor , Leading

organization , Leading management
Hrtraining reeta 1 LIST OF ATTEMPTED QUESTIONS AND ANSWERS
True/False
Question There is a growing awareness by employers of the value of the employer `Brand'.
Correct Answer True
Your Answer True

Question The following personality holds the view that HRD is a developmental oriented
planned effort in the personnel area :-
Correct Answer C S Sanker
Your Answer C S Sanker

Question HRD is a total system with various :-
Correct Answer Sub systems
Your Answer Sub systems
Select The Blank

Question Occasionally, learning curves show ________, which are the areas in the learning
curve which indicate no progress in learning.
Correct Answer Plateaus
Your Answer Plateaus

Question One of the advantages of 360 degree appraisals is that :-
Correct Answer It reduces bias / prejudice
Your Answer It reduces bias / prejudice

Question The model of planning as a people process has benefits to :-
Correct Answer Groups , Divisions , Constituent companies
Your Answer Groups , Divisions , Constituent companies

Question The following is not an essential objective of HRD :-
Correct Answer To minimize the utilization of human resources for the achievement of individual
Your Answer To minimize the utilization of human resources for the achievement of individual
True/False
Question Different application forms may be necessary for different kinds of work.
Correct Answer True
Your Answer True

Question The very purpose of worker being at workplace is his :-
Correct Answer Work
Your Answer Work

Question In Results Method to appraisals, Manager can consider results in form of :-
Correct Answer Sales figures , Production output
Your Answer Sales figures , Production output
Match The Following

Forecasts Based on measures of Based on measures of

productivity productivity
Estimate made by management Simplest method of assessment Simplest method of assessment
Statistical method Vary in their degree of Vary in their degree of

sophistication sophistication
Work study method Systematic analysis of work Systematic analysis of work

Question M. M. Khan remarks that HRD is the process of :-
Correct Answer Increasing knowledge , Capabilities , Positive work attitudes
Your Answer Increasing knowledge , Capabilities , Development

Question Training needs may be assessed by identifying :-
Correct Answer The gap between skills possessed by employee and those required for the job
Your Answer The gap between skills possessed by employee and those required for the job
Select The Blank

Question A key issue in planning for action is how to motivate ________ to organisational
change.
Correct Answer Commitment
Your Answer Commitment
True/False
Question Lecture courses is often an "In-house" activity in any organisation.
Correct Answer True
Your Answer True
Select The Blank

Question If proper ________ activities have been conducted, there should be no need to
masquerade the salary.
Correct Answer HRM
Your Answer HRM
Select The Blank

Question If there is no ________ the organisational tasks may not be done at all or are done
at a slow pace.
Correct Answer Commitment
Your Answer Commitment
True/False
Question Employees of an organisation cannot participate in HRD audit. It is concerned only
with top management's views and goals.
Your Answer False
True/False
Question Organisational change through continuous learning is necessary for organisations
to survive in today's world.
Correct Answer True
Your Answer True
Select The Blank

Question Performance Ratings must be ________.
Correct Answer Job related
Your Answer Job related

Question Job data on features of the job can be collected from :-
Correct Answer Employees who perform the job , Other employees who watch the workers , Trade
job analysts
Your Answer Employees who perform the job , Other employees who watch the workers , Trade
job analysts
True/False
Question One of the reasons for delayed improvement of QWL is lack of consciousness
among employees.
Correct Answer True
Your Answer True

Question HRD at organisational level talks of :-
Correct Answer Organisation's manpower planning , Training , Performance appraisal
Your Answer Organisation's manpower planning , Training , Performance appraisal
True/False
Question A trainer should concentrate developmental activities on category of "Problem
Children" to get best results.
Correct Answer True
Your Answer True

Question HRD has become a popular concept now, particularly in the :-
Correct Answer Business world
Your Answer Business world

Question HR Manager has to consider these dimensions while planning for career
developmental activities:-
Correct Answer Age & Performance
Your Answer Age & Performance

Question Balancing the cost between the utilization of plant & work force is especially
important :-
Correct Answer When costing projects
Your Answer When costing projects
Match The Following

Simulated decision games Acting out managerial problems Acting out managerial problems
Coaching Guidance through advice / Guidance through advice /

suggestions suggestions
Committee assignment Study of specific organisational Study of specific organisational
problem problem
Sensitivity training Unstructured group interaction Unstructured group interaction

Question Active participation of employees in Appraisal interviews helps :-
Correct Answer To identify root causes & obstacles to performance , To generate constructive ideas
for improvement
Your Answer To identify root causes & obstacles to performance , To generate constructive ideas
for improvement

Question Quality control is a management process which consists of :-
Correct Answer Evaluate actual quality performance , Compare actual performance to quality goals ,
Take action on the difference
Your Answer Evaluate actual quality performance , Compare actual performance to quality goals ,
Take action on the difference
Select The Blank

Question ________ are those people who have great potential and genuine capacities but not
utilising it at all.
Correct Answer Problem children
Your Answer Problem children

Question The following tamper the constitutionalism of an organisation :-
Correct Answer Bias on part of management , Lack of privacy , Improper process of discipline
Your Answer Bias on part of management , Lack of privacy , Improper process of discipline
Select The Blank

Question ________ gives the employees a feeling of gaining something extra.
Correct Answer Fringe benefits
Your Answer Fringe benefits
True/False
Question Some of the competencies like attitudes, skills, perspectives etc may cut across all
levels and departments in the company.
Correct Answer True
Your Answer True

Question In today's competitive business environment, the most important resource is
considered to be :-
Correct Answer Human resources
Your Answer Human resources
True/False
Question In sensitivity training, the interaction of participants is facilitated by a professional
behaviour scientist.
Correct Answer True
Your Answer True

Question Generally, for immediate future, succession plans are prepared for :-
Correct Answer Individuals
Your Answer Individuals
Select The Blank

Question The opportunities are for new ________.
Correct Answer Ventures
Your Answer Ventures

Question While examining top management's style of managing people, HRD consultants
examine :-
Correct Answer The leadership styles of managers , Human relation skills of managers , Attempts to
create a learning environment in company
Your Answer The leadership styles of managers , Human relation skills of managers , Attempts to
create a learning environment in company
Select The Blank

Question There has been a general feeling that quality control concepts are applicable to
________ only.
Correct Answer Manufacturing processes
Your Answer Manufacturing processes
Select The Blank

Question Organizations should take positive measures to facilitate ________ of new
employees through Induction.
Correct Answer Social adaptation
Your Answer Social adaptation

Question Management succession is a direct responsibility of :-
Correct Answer CEO & Top Management
Your Answer CEO & Top Management

Question If Appraisals are not conducted properly, it can lead to :-
Correct Answer Wastage of time , Feeling of frustration , Strategic failure
Your Answer Wastage of time , Feeling of frustration , Strategic failure

Question A well designed training programme :-
Correct Answer Is planned in logical manner
Your Answer Is planned in logical manner
True/False
Question Good HRD practices do not make any difference on many counts.
Your Answer False

Question The Personnel needs of an organisation are identified in :-
Correct Answer Human resource planning
Your Answer Human resource planning
Select The Blank

Question The drawbacks of skill-based pay schemes are ________ and the lack of
performance contingency.
Correct Answer Tendency to "Top out"
Your Answer Tendency to "Top out"

Shilpa_attempt-1
True/False
Correct Answer True
Your Answer True

Question The customer requirement to be reviewed :-
Correct Answer Before supply of product , Before commitment of supply of

product
Your Answer Before supply of product , Before commitment of supply of
product
Match The Following

Dimension Physical facility Physical facility
Service characteristic Vary from time to time . To assess customer

satisfaction level
Customer satisfaction To assess customer To assess competitors
survey satisfaction level Strength
Poor service is due to Inadequate resource Unskilled manpower

Question Poor service is due to :-
Correct Answer Inadequate Resources
Your Answer Untrained people

Question Dr. Deming worked in which country ?
Correct Answer Japan
Your Answer America
True/False
effectiveness.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
Select The Blank

Your Answer Appraisal

Question Vender Assessment is :-
Your Answer Prevention cost

Question Continual improvement is in :-
Correct Answer Enviromental objective , Audit Result , Corrective action
Your Answer Audit Result , Corrective action , Sales
True/False
Question Prevention of pollution is prevention of cause of pollution.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer False

Select The Blank
Question The primary responsibility of human Resource is ________
Correct Answer To provide competent person
Your Answer To provide competent person
Select The Blank

Question ISO - 9000- 1994 is ________
Your Answer Guidance to QA
Select The Blank

True/False
Question Continious improvement is improvement of inviromental system.
Correct Answer True
Your Answer False

Question The documents of external origin :-

Question Employee should be involved in :-
Correct Answer Decision making , Participation
Your Answer Decision making , Participation , Union
Match The Following

The management Establishment & Enhancing customer

representative is implementation of QMS satisfaction
responsible far
The management review As & when required As & when required
conducted
In ISO the focus on Enhancing customer Supplier satisfaction
customer satisfaction
Responsibility for quality Top management Establishment &
objective implementation of QMS
True/False
Question Continual improvement which focusses on the improvement of of
the EMS, must be reviewed every monthefor any changed
aspects and impacts.
Your Answer True
Select The Blank

Question The evaluation & selection of vendor ________.
Correct Answer Must have procedure for selection
Your Answer Must have record of document

Question What is document control?
Correct Answer Document Required by EMS to be controlled
Your Answer Records to be maintained

Question What are critical HR issue ?
Correct Answer Recruitment & Selection , Training & development , Appraisal
Your Answer Recruitment & Selection , Training & development , Labor

welfare

Your Answer At predetermined Interval , As & when required , After audit

Question Zone in Tolerance means :-
Correct Answer Gap between adequate service & desired service , Gap between
min & max expectation
Your Answer Gap between adequate service & desired service , Gap between
expectation & experience , Gap between Expectation &
delivered service

Question ISO calls far :-
Correct Answer Product approach
True/False
Question In TQM "Total" means Total Organization.
Correct Answer True
Your Answer True
Select The Blank

Question The TQM approach is based on employee's ________.
Correct Answer Participation
Your Answer Participation

Question In quality Assurance primary concern is:-
Correct Answer Co-ordination
Your Answer Co-ordination
Select The Blank

Your Answer Predict the behavior of process

Question Competitive advantage will be achieved by :-
Correct Answer Serving customer in excellent fashion , Get in pat from customer
Your Answer Serving customer in excellent fashion , Get in pat from customer

Question The need fore CMM is :-
Correct Answer To ensure that the product is consistent
Your Answer To ensure that the product is consistent

Question Multi- disciplinary approach means :-
Correct Answer People from different discipline in organization , People from

different department having diff skill
Your Answer People from different discipline in organization , People from
different department having diff skill , People have multi skill to
perform work

Correct Answer Competence of personnel performing work affective quality ,

Record
Your Answer Competence of personnel performing work affective quality ,
Record

Question What is core value?
Correct Answer Excellence
Your Answer Transparency

Question Calibration Activity in company is :-
Your Answer Manufacture cost
Select The Blank

Your Answer Software

Correct Answer To provide Resources , To define EMS , To monitor the

effectiveness of the system
Your Answer To provide Resources , To define EMS , To provide mission

Question Process capability is :-
Correct Answer Long term performance of process
Your Answer Long term performance of process

Your Answer Customer need , Marketability of product , Statutory need
True/False
Question Finance is pillar of TQM.
Your Answer False

Question TQM approach is:-
Correct Answer Centered on quality
Your Answer Centered on quality
Select The Blank

Question ________ provides the competitive advantage.
Correct Answer Serving customer in excellent fashion
Your Answer Serving customer in excellent fashion
Select The Blank


True/False
Your Answer False
Select The Blank

management.
Your Answer Sufficient

Shilpa_attempt_2
Select The Blank

Select The Blank

Your Answer Potential failure prevention

Question In TQM "Total" refers to :-
Correct Answer Total organisation
Your Answer Total organisation
True/False
Question CPK is 1' 33 means four sigma process.
Correct Answer True
Your Answer True
Select The Blank

Your Answer Management involve

Question The benefits of Quality circle can be experienced by :-
Correct Answer Employees , Organization
Your Answer Employees , Organization , Management
Select The Blank

Question The management review to be conducted ________.
Correct Answer At predetermined interval
Your Answer As & when required
True/False
Question The control of enviromental aspect Life side analysis.
Correct Answer True
Your Answer True

Question The inviromental policy must :-
Correct Answer Be Relevant to the activity , Comply with legislation , Commits to

Your Answer Be Relevant to the activity , Comply with legislation , Commits to
True/False
Question Poor service is due to Poor people.
Your Answer False
True/False
Question Enviromental impact is any change to the environment, whether
adverse or beneficial.
Correct Answer True
Your Answer True

Question Which is not pillar of TQM
Correct Answer Finance
Your Answer Finance

Question If some activity are outsourced :-
Correct Answer Vendors are assessed on predetermined criteria , Procedure to

be followed for assessing vendor
Your Answer Vendors are assessed on predetermined criteria , Procedure to
be followed for assessing vendor
Select The Blank



Question ISO - 14001 gives stress on :-
Correct Answer Plan - Do -check -Act , Enviromental protection , Prevention

Your Answer Plan - Do -check -Act , Enviromental protection , Prevention
True/False
Question Significant aspect means Perceived Risk.
Correct Answer True
Your Answer True
Select The Blank

Question ________ is a strategic effort, directed at attaining business
objective, through preventive action.
Your Answer Quality
True/False
Question The process mapping means sequence & interaction of process.
Correct Answer True
Your Answer True

Match The Following

Process is managed level Performance is model Process is controlled

respectable
Critical process maturity Process capability Performance is model
concept include respectable
Managed level of process Process is controlled Process capability
CMM is Capability maturity Capability maturity

Question Record may be :-
Correct Answer Procedure to control its use.

Your Answer An evidence to conformity

Question The ISO is based on :-
Correct Answer Plan - Do - check - Act , Continual improvement
Your Answer Plan - Do - check - Act , Continual improvement
True/False
Question ISO - 9000- 1994 is Model for quality Assurance.
Correct Answer True
Your Answer True

Question By Applying basic principle the process improvement will be in
organization's :-
Your Answer Focus on work process , Tone initiative , Good Decision making

Question ISO emphasis on :-
Correct Answer Prevention
Match The Following

How TQM helps in By reducing external sale By reducing external sale

reducing cost
Calibration activity carried Appraisal cost Appraisal cost
in company is
Quality planning is Prevention cost Prevention cost
Vender assessment is Appraisal cost Appraisal cost

Question Control chart shows :-
Correct Answer Performance of process

Your Answer Performance of process
Select The Blank


Question Who is responsible for Deploying quality policy?
Your Answer Middle management
Select The Blank

Question The enviromental management system followed by organisation
is ________.
Correct Answer IS0-14001
Your Answer IS0-14001

True/False
Your Answer False

Question Measuring instrument should be :-
Correct Answer Calibrated , Adjested & Re-Adjested , Properly located
Your Answer Calibrated , Properly located , Identifide for location
Select The Blank

True/False
Question Cause & effect diagram shows relation between causes & its
effect.
Correct Answer True
Your Answer True

Correct Answer Must have predetermined procedure , Must be assessed
Your Answer Must have predetermined procedure , Must be assessed , Must

be committee to valuate
True/False
Question In TQM - M stands for Money.
Your Answer False

Question TQM is a:-
Correct Answer Philosophy
Your Answer Philosophy

Your Answer Delivery , Training , Development

Question The Enviromental policy contains :-
Correct Answer Commitment to prevention of pollution
Your Answer Commitment to prevention of pollution

context to

management

Question The Quality problems arises :-
Correct Answer Due to management , Due to Employee
Your Answer Due to management , Due to method , Due to technology
Select The Blank

Question When the process is in mature stage, it means ________.
Correct Answer Process is defined
Your Answer Process is managed

Correct Answer Plan - do - check- Act
Your Answer Plan - do - check- Act

Question In parato Analysis, we have to focus on problem which
contribute :-
Your Answer 80 % Of total problem , 20 % Of total problem
Select The Blank

Your Answer Waste
Shilpa_attempt-3

Select The Blank
Question When the process is ________ then it is under control.
Correct Answer Within specification
Your Answer Within specification

Question The human Resource :-
Correct Answer Must be competent
Your Answer Must be competent
Select The Blank

Select The Blank

Select The Blank

Select The Blank


Question Type of waste are :-
Correct Answer Waiting time , Transport , Processing waste
Your Answer Waiting time , Transport , Processing waste

Select The Blank

Question ________ brings cultural change.
Select The Blank

Question Model used in software industry to check the quality is
called________
True/False
Correct Answer True
Your Answer True

Your Answer To provide resources , To provide support
Select The Blank

Your Answer Estimate

Question The company collect document to :-
Correct Answer Demonstrate effectiveness of system , Requirement of QMS

Your Answer Demonstrate effectiveness of system , Requirement of QMS , To
analyses

Question Total points in MBNQA is :-
Correct Answer 1000
Your Answer 1000
True/False
Question TQM approach centered on quality.
Correct Answer True
Your Answer True
Match The Following

Quality is As per manufacturer Fitness for use
Dr. Deming's contribution Japan Japan

is in
According to Deming Decision making Quality improves
every employee should productivity decreases
involve in
Quality is Fitness for use Decision making

Question Common features of CMM is how to produce software product
which are :-
Your Answer Repeatable , User friendly , Consistence
True/False
Question When process improvements are institutionlized, the process is
optimized level
Your Answer True
True/False
Question Quality policy is defined by employee of organisation
Your Answer False

Your Answer Detection of Defect , Control of process co -ordination ,

Improvement

Question Corrective action means :-
Correct Answer Action taken on detecting NC , Action taken on observed NC
Your Answer Action taken on observed NC , Action taken on defects , Action

taken on Rework
Select The Blank


Your Answer Manufacturing cost

Question What is CMM ?
Select The Blank

True/False
Question The performance of process is in controlled condition then it is
called process at managed level.
Your Answer True
True/False
Question Physical facilities is tangible dimension.
Correct Answer True
Your Answer True


True/False
Question Quality approach is continual improvement.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True

Question What are main business process objective
Correct Answer Customer service , Profit & loss
Your Answer Customer service , New product , Profit & loss

Question ISO - 140001 is built upon which of the following?
Correct Answer Plan - Do - check - Act
Your Answer Plan - Do - check - Act

Your Answer Cost of internal failure , Cost of external failure , Cost of

manufacturing

Question Validation of process is required to demonstrate :-
Correct Answer Planned results , To verify result
Your Answer Planned results , To verify result , To ensure result
Select The Blank


Question The benefite of ISO 14001 are applicable to :-
Correct Answer The organisation which adopts it , Adjacent property owner &
enviroment
Your Answer The organisation which adopts it , Adjacent property owner &
enviroment , Preservation of Nature


have knowledge
Your Answer Confidence with customer , Customer have trust , Warranty
Select The Blank


True/False
Correct Answer True
Your Answer True

Question If TQM done properly :-
Correct Answer It brings significant organisational changes
Your Answer It brings significant organisational changes
Match The Following


Correct Answer Competent to perform job , Trained to perform specified job
Your Answer Competent to perform job , Able to perform the activity. , Must
posses necessary skill
True/False
Correct Answer True
Your Answer True

Your Answer Consistency of performance , Performance over period , Useful

life
Select The Blank

Your Answer Fitness for use


Your Answer Employees , Organization
True/False
Question Product quality planning should address capability &
qualification of equipment.
Correct Answer True
Your Answer True

Your Answer Detection of Defect , Action on only detected defect
True/False
Correct Answer True
Your Answer True

Question By Applying basic principle the process improvement will be
in organization's :-
Your Answer Focus on work process , Maintain self esteem of other
Select The Blank

management.
Your Answer Adequate

Correct Answer Formulation stage , Maintenance stage , Implementation
stage
Your Answer Formulation stage , Maintenance stage , Implementation
stage
Select The Blank

Your Answer Single status
Select The Blank


Question Tally chart shows the :-
Correct Answer Frequency of event
Your Answer Frequency of event
Question Gap 5 is :-
Correct Answer Gap between expectation & perceived service
Your Answer Gap between expectation & perceived service
True/False
Question TQM focuses on customer by Delighting customer.
Correct Answer True
Your Answer True
Select The Blank

True/False
Question TQM approach centered on quality.
Correct Answer True
Your Answer True
Select The Blank

Question ISO - 9000- 1994 is ________

Question Corrective action means :-
Correct Answer Action taken on detecting NC , Action taken on
observed NC
Your Answer Action taken on detecting NC , Action taken on observed
NC
True/False
Question In TQM, approach to employee is to involve people.
Correct Answer True
Your Answer True

Select The Blank

True/False
Question The role of management in QMS is to provide resources.
Correct Answer True
Your Answer True

Your Answer At predetermined Interval , As & when required

Your Answer Control
Select The Blank

Question The primary responsibility of human Resource is ________
Correct Answer To provide competent person
Your Answer To provide competent person

Correct Answer To provide resources
Your Answer To provide resources

Question The Design & Development Review to be carried :-
Correct Answer To evaluate the ability of Design to meet
Specification
Your Answer To evaluate the ability of Design to meet Specification
Select The Blank

Your Answer Must have procedure for selection

True/False
Correct Answer True
Your Answer True

Your Answer Frequency Distribution tool , Data analysis tool ,
Prevention tool
Select The Blank

Question The Design & Development Review to be carried ________
Correct Answer To evaluate ability of product to meet requirements
Your Answer To evaluate ability of product to meet requirements
Select The Blank

Question ________ is a strategic effort, directed at attaining
business objective, through preventive action.
Your Answer Quantity


Correct Answer Competence of personnel performing work affective
quality , Evaluale the effectiveness of action taken , Maintain
appropriate Record
Your Answer Competence of personnel performing work affective quality
, Evaluale the effectiveness of action taken , Maintain appropriate
Record
Select The Blank

True/False
Question Gap 5 is Gap between expectation & perceived service.
Correct Answer True
Your Answer True
Match The Following

Process is managed level Performance is model respectable Performance is

model respectable
Critical process maturity concept include Process capability Process

capability
Managed level of process Process is controlled Process is controlled

Correct Answer Competent to perform job , Trained to perform
specified job
Your Answer Competent to perform job , Trained to perform specified
job
True/False
Question Process capability is only calculated when it qualify Bell
shape curve.
Correct Answer True
Your Answer True
True/False
Question The main business process objective is to serve the customer
in excellent manner.
Correct Answer True
Your Answer True

Your Answer Management Representative.

Question When cpk is less than one, :-
Correct Answer Process is not capable , Process is volatile
Your Answer Process is not capable , Process is volatile
Match The Following

Dimension Physical facility Physical facility
Service characteristic Vary from time to time . Vary from time to time .
Customer satisfaction survey To assess customer satisfaction level To

assess customer satisfaction level
Poor service is due to Inadequate resource Inadequate resource


Question Service characteristic is :-
Correct Answer It is intangible
Your Answer It is variation in service

Question In control chart, X bar means :-
Correct Answer Average of Reading
Your Answer Average of Reading

Correct Answer Plan - do - check- Act
Your Answer Plan - do - check- Act

Question CMM is nothing but :-
Correct Answer Use of process means , Capability maturity model

Select The Blank

Select The Blank

Question Documents in company are controlled by ________.
Correct Answer Management Representative
Your Answer Management Representative

Your Answer Enhancing customer satisfaction , Delighting customer
True/False
Question ISO emphasis on Detection.
Your Answer False
True/False
Question The process mapping means sequence & interaction of process.
Correct Answer True
Your Answer True

Question Control chart is :-
Correct Answer Process monitoring tool , Process control tool
Your Answer Process monitoring tool , Process control tool

Question In business, vision involve :-
Correct Answer Mission statement
Your Answer Mission statement

Question CMM is applicable to :-
Correct Answer Software industry
Your Answer Software industry

Question What are main business process objective
Correct Answer Customer service , Profit & loss
Your Answer Customer service , Profit & loss

Match The Following

ISO emphasis on Prevention Prevention
ISO International organization far standard International organization

far standard
Lead assessor Qualified personnel Qualified personnel
ISO currently in use ISO - 9000 -2000 ISO - 9000 -2000
Select The Blank

Question The objective of ISO-9000________
Correct Answer Customer satisfaction
Your Answer Customer satisfaction

Question Common elements of winners are :-
Correct Answer Senior management was actively involved , Control of
overall process , Focus on customer
Your Answer Senior management was actively involved , Control of
overall process , Focus on customer

Your Answer Appraisal cost

Your Answer Customer

Correct Answer Before supply of product , Before commitment of supply
of product
Your Answer Before supply of product , Before commitment of supply of
product


Question CMM assumes that :-
Correct Answer Problems are of managerial nature
Your Answer Problems are of managerial nature
Select The Blank

Question Process Quality planning means ________.

Your Answer Continual improvement
Select The Blank

Your Answer Speed

Question Strategic quality management means :-
Correct Answer Strategic Improvement
Your Answer Strategic Improvement
Select The Blank


Question Who is responsible for quality objective?
Select The Blank

Your Answer Waste
True/False
Question By Applying basic principle, the process improvement will be
in organization's focuses on work process.
Correct Answer True
Your Answer True
True/False
Question The performance process is repeatable level.
Correct Answer True
Your Answer True

Question Benefit of model based improvement are :-
Correct Answer Establish common language , Models are comprehensive
Your Answer Establish common language , Provide frame work
Select The Blank

Select The Blank


Question TQM & ISO both focuses on :-
Correct Answer Customer
Your Answer Customer
Question Continual improvement is in :-
Correct Answer Enviromental objective , Audit Result , Corrective
action
Your Answer Enviromental objective , Audit Result , Corrective action

Your Answer Consistency of performance , Performance over period

Question ISO - 9000- 1994 is :-

Question Which of the following are depicted as the levels of the
TQM?
Correct Answer Culture , Management style
Your Answer Culture , Management style
True/False
Question Leadership from top should be totally honest & transparent
in dealing .
Correct Answer True
Your Answer True
True/False
Question Enviromental impact is any change to the environment,
whether adverse or beneficial.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
Match The Following

TQM promotes Employee participation Employee participation
Kaizen is Small change Continuous improvement
Quality circle can solve problem related to Continuous improvement Long

term change
Quality circle benefit to Employee Employee

context to
Your Answer Customer satisfaction , People involvement
Select The Blank
Select The Blank

True/False
Question The ISO is based on Plan - do - check- Act.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True

Question If TQM done properly :-
Correct Answer It brings significant organisational changes
Your Answer It brings significant organisational changes
True/False
Correct Answer True
Your Answer True
Choose Any One.
Marks : 2
17. Record may be :-
a)
b)
c)
d)
Procedure to control its use.

Retrievable.
Life for use.
An evidence to conformity
Select Answer from the List
Marks : 2
36. While calculating PPK standard deviation is Deter mined, Calculated, Estimate, Formulated.
Match The Following
Marks : 5
38.
1. TQM approach is 1. Customer satisfaction

2. TQM & ISO both focuses on 2. P - D - C - A
3. Which tool is used in implementing ISO-9000 3. Detection
4. Quality approach is 4. Potential failure prevention
5. Quality circle
6. Employee participation
Match The Following
Marks : 5
file:///H|/...ana/from%20ADRIAN/E%20Books%20-%20Marketing%20&%20Finance/TQM%20&%20HR/TQM%20&%20HR%2010.txt[03-05-2012 11:59:32 AM]

39.
1. Leadership from top 1. Satisfy all customer need

2. Excellence mean 2. Unlimited thinking
3. Team work mean 3. Working together for excellence
4. Bureaucratic 4. Provide consistent vision direction
5. Direction from Boss
6. Direction from bottom
Match The Following
Marks : 5
40.
1. ISO 1. Inspection
2. Lead assessor 2. ISO - 9000 -2000
3. ISO currently in use 3. Qualified personnel
4. ISO emphasis on 4. International organization far standard
5. Prevention
6. Leader
Match The Following
Marks : 5
41.
1. The process mapping 1. The sequence of operation & interaction of process

2. The role of management in QMS 2. To provide resources
3. Activities outsourced 3. Level 1
4. The quality manual have 4. Schematic flow diagram
5. Level 3
6. Vendors are assessed based on predetermined criteria
Match The Following
Marks : 5

42.
1. The management review conducted 1. As & when required

2. In ISO the focus on customer 2. Enhancing customer satisfaction
3. Responsibility for quality objective 3. Supplier satisfaction
4. The management representative is responsible far 4. Top management
5. Documentation
6. Establishment & implementation of QMS
Match The Following
Marks : 5
43.
1. Critical process maturity concept include 1. Performance is unpredictable

2. Managed level of process 2. Process is not stable
3. CMM is 3. Process capability
4. Process is managed level 4. Performance is model respectable
5. Capability maturity
6. Process is controlled
***********************************************************************************************
tqm focuses on?
poor service is due to?


Your Answer Frequency Distribution tool , Data analysis tool

Question The benefite of ISO 14001 are applicable to :-
Correct Answer The organisation which adopts it , Adjacent property owner & enviroment
Your Answer The organisation which adopts it , Adjacent property owner & enviroment

Question What is part of cost of poor quality?
Select The Blank

Your Answer Must have record of document

Question In parato Analysis, we have to focus on problem which contribute :-
Your Answer 80 % Of total problem , 80 % Of causes.

Your Answer Cost of internal failure , Cost of external failure

Your Answer Customer need , Marketability of product

True/False
Question Objective of finding cost of quality is to analyze it, reduce it.
Correct Answer True
Your Answer True

Your Answer Formulation stage , Maintenance stage , Implementation stage


Your Answer Qualified personnel , Leading team of auditor
Select The Blank

Your Answer Estimated
Select The Blank

True/False
Correct Answer True
Your Answer True
Select The Blank

True/False
Correct Answer True
Your Answer True


Question The process mapping means :-
Correct Answer The sequence of operation & interaction of process
Your Answer The sequence of operation & interaction of process
True/False
Correct Answer True
Your Answer True
Select The Blank

Question ________ helps organization reduce employee turnover and absenteeism.

Question Internal audits to be conducted to check the :-
Correct Answer Conformance to ISO - 14001 , Conformance of system for effectiveness , Stuatutory Requirement
Your Answer Conformance of system for effectiveness , Management review
Match The Following

Process is managed level Performance is model respectable Process is controlled
Critical process maturity concept include Process capability Process capability
Managed level of process Process is controlled Performance is model respectable

Question Mission conveys the massage about what & who is :-
Correct Answer Company
Your Answer Company
Select The Blank

Select The Blank

Question ________ is important in providing some underpinning of the sense of shared responsibility.
Select The Blank

Question The planning & implementing Enviromental policy is responsibility of________
Select The Blank

Select The Blank

True/False
Question Leadership from top should be totally honest & transparent in dealing .
Correct Answer True
Your Answer True
True/False
Question Lead assessor is Qualified personnel.

Correct Answer True
Your Answer True

Your Answer Continual improvement , Prevention of defect
True/False
Question ISO is Quality management system.
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
True/False
Question By Applying basic principle, the process improvement will be in organization's focuses on work process.
Correct Answer True
Your Answer True

Question TQM culture is :-
Correct Answer Continuous improvement
Your Answer Long term improvement
Match The Following

The quality manual have Level 3 Level 3
The process mapping The sequence of operation & interaction of process The sequence of operation & interaction of
process
The role of management in QMS To provide resources To provide resources
Activities outsourced Vendors are assessed based on predetermined criteria Vendors are assessed based on
predetermined criteria

Question Dr. Deming worked in which country ?
Correct Answer Japan
Your Answer Japan

Question Analysis is :-
Correct Answer Process monitoring tool
Your Answer Process monitoring tool
True/False

Correct Answer True
Your Answer True

Your Answer Management Representative.

Question Gap 5 is :-
Correct Answer Gap between expectation & perceived service
Your Answer Gap between expectation & perceived service

Your Answer At predetermined Interval , As & when required

Correct Answer To provide Resources , To define EMS , To monitor the effectiveness of the system
Your Answer To provide Resources , To monitor the effectiveness of the system , To provide mission

Question The operational control in EMS is :-
Correct Answer The process of controlling environment
Your Answer The process of controlling environmental system
Select The Blank

Question Planning of internal hazardous material & its disposal________.
Correct Answer Contains Planing aspect
Your Answer Contains Planing aspect

Question The company collect document to :-
Correct Answer Demonstrate effectiveness of system , Requirement of QMS
Your Answer Demonstrate effectiveness of system , To analyses , To preserve it

Select The Blank

Select The Blank

Question Model used in software industry to check the quality is called________
True/False
Correct Answer True
Your Answer True

Question Dr. Deming's contribution is in the field of :-
Your Answer Quality

Your Answer Detection of Defect.
True/False
Question The European award uses the criteria of efficiency & effectiveness.
Correct Answer True
Your Answer True

Question CMM is applicable to :-
Correct Answer Software industry
Your Answer Software industry

Correct Answer Competence of personnel performing work affective quality , Evaluale the effectiveness of action
taken , Maintain appropriate Record
Your Answer Competence of personnel performing work affective quality , Evaluale the effectiveness of action
taken , Maintain appropriate Record

Select The Blank

Question Any process is to be ________.
Correct Answer Controllable
Your Answer Monitored

Select The Blank

Question All employee in organization must :-
Correct Answer Understand & recognize commitment
Your Answer Understand & recognize commitment

Select The Blank

Question The enviromental management system followed by organisation is ________.
Correct Answer IS0-14001
Your Answer IS0-9000
Select The Blank


Your Answer Potential failure prevention , Correctness of product , Verification of product
True/False
Question Each Environmental objective must be traceable back to the Environmental Policy statement.
Correct Answer True
Your Answer True
Match The Following

Circle symbol Binging or end of operation Binging or end of operation
Pareto analysis is Data analysis told Data analysis told
X bar means Average of reading Average of reading
LCT means Lower control limit Lower control limit

Your Answer Enhancing customer satisfaction

Question Leadership style from top to bottom is :-
Correct Answer Totally honest & transparent , Providing consistent vision / direction
Your Answer Totally honest & transparent , Providing consistent vision / direction
True/False
Question Continious improvement is improvement of inviromental system.
Correct Answer True
Your Answer True
Select The Blank

Your Answer Draw control chart
Select The Blank


True/False
Your Answer True
Select The Blank


Your Answer Employees , Organization , Management

Question How TQM helps in reducing cost?
Correct Answer By reducing external failure cost , By reducing internal failure
Your Answer By reducing external failure cost , By reducing internal failure , By avoiding inspection

Question Which of the following are depicted as the levels of the TQM?
Correct Answer Management style , Culture
Your Answer Culture , Management style , Devlopment , Policy management

Question Which type of organization is not eligible for MBNQA?
Correct Answer Manufacturing

True/False
Correct Answer True
Your Answer True
Match The Following

True/False
Correct Answer True
Your Answer True

Question CPK indicate :-
Correct Answer Process capability of two side process with centre
Your Answer Process capability of two side process with centre

Question The need for TQM is due to :-
Correct Answer Cut throat competition
Your Answer Improving profit
True/False
Question In TQM - M stands for Money.
Your Answer False
True/False
Question Cause & effect diagram shows relation between causes & its effect.
Correct Answer True
Your Answer True

Question Common features of CMM is how to produce software product which are :-
Your Answer Consistence , Predictable , User friendly

Question Factor in GAP 1 is :-
Correct Answer In sufficient market research , Luck of interaction between management & customer , Luck of
communication
Your Answer Luck of interaction between management & customer , Luck of communication
Select The Blank

Question ________ is one of the major business processes.
Correct Answer Customer servive & supply chain
Your Answer Staff involvement

Question The records shall be maintained to provide :-

Correct Answer Evidence of conformity to requirement , Demonstrate effectiveness of system
Your Answer Evidence of conformity to requirement , Demonstrate effectiveness of system , Easy understanding


Correct Answer Before supply of product , Before commitment of supply of product
Your Answer Before supply of product , Before commitment of supply of product

Question In quality Assurance primary concern is:-
Correct Answer Co-ordination
Your Answer Detection of Defect.

Question Failure Mode & Effect analysis is used as :-
Correct Answer Prevention tool , Analysis tool
Your Answer Prevention tool , Analysis tool , Correction tool
Select The Blank

Your Answer Time taken

Question Creativity means :-
Correct Answer Unlimited thinking
Your Answer Unlimited thinking

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TQM AND HR 1

III Semester Assignment

1. Explain the various levels of SEI-CMM in detail. ............................................................. 2

6. What are the various building blocks of TQM ................................................................ 18

7. Explain Juran on Quality in detail? Compare it with Deming’s principles of Quality. 21

9. Explain the role of environmental management system in TQM................................... 27

10. Explain the role of HR promoting TQM in an organisation. ............................................ 31

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1. Explain the various levels of SEI-CMM in detail.

A maturity level is a well-defined evolutionary plateau toward achieving a mature software

Five Maturity Levels

Understanding the initial maturity level

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Understanding the repeatable maturity level:

Key process area

Software configuration management.

A reasonable software process is:

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 Organization process focus (PF) – Organization responsibilities identified

Understanding defined maturity level:

Key Process area:

A well defined process can be characterised by:

 Quantitative process management (QP) –Control process performance

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Understanding the managed maturity levels:

Fix the problem in the process

Control chart with special causes

The key process area:

Software quality management

Understanding the Optimizing maturity level

Control chart with common cause

Original zone of quality

Process change management

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Word of mouth Personal needs Past Experience

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Gap1: Between customer expectation and management perception of customer expectations

Gap 1 may stem from any combination of the following factors:

Gap2: Between management perception of customer expectation and service quality

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Gap 3: Between service quality specification and service delivery

Gap 4: Between service delivery and external communication to customer

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Service Quality Model:

Word of mouth Personal Needs Past Experience

Service Quality Specs

Dimension of service quality model

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• Reliability - the ability to deliver promised services in a dependable, accurate

Dimension Refers to Specific criteria that

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 7.3.6 Design and development validation

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7.4.3 Verification of purchased product

Clause Control Meaning

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Which methods or procedures must be followed when producing or servicing the

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Leadership is a key element in successful implementation of large scale change:

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5. How should TQM be aligned with the business strategy? Discuss.