1a) Write a note on the systems approach to 1b) Briefly explain the Seven Tools of TQM.

2a) What is Quality Circle and Explain Its 2 b) Write a N ote on the PDCA Cycle .

TQM.

Structure.

The PD CA cycle, also known as the D eming Cycle

or D eming W heel, was introduced by Edward

Note on Systems Approach to TQM

A Quality Circle (QC) is a small group of employees D eming as a structured problem-solving and

The systems approach to Total Quality Management who voluntarily meet at regular intervals to identify, continuous improvement method. It consists of four

(TQM) emphasizes that all subsystems within an analyze, and solve work-related problems. The key steps :P lan, D o, Check, Act, and is repeatedly

organization must be integrated and aligned to primary aim of a QC is to improve product quality, applied to improve processes and achieve

achieve the overarching goal of delivering high- enhance productivity, and create a better working organizational goals

quality products and services to customers. Instead of environment. It encourages employee involvement,

operating independently, departments such as teamwork, and continuous improvement.

production, finance, marketing, and HR must Structure of a Quality Circle

function interdependently as parts of a cohesive

whole. This integration fosters synergy, improves

overall performance, and supports a culture of The seven basic tools of Total Quality Management

continuous improvement. The organization is seen as (TQM) are essential for identifying problems,

a single unit made up of interrelated processes. These analyzing processes, and improving quality. They aid

processes must be managed and regularly evaluated in effective decision-making and continuous

to ensure they add value and meet customer improvement across various operations

expectations. Inputs like manpower, materials, Cause-and-Effect Diagram (Fishbone): Helps

machines, and methods are processed through identify root causes of problems by categorizing

subsystems and transformed into valuable outputs them into factors like manpower, materials, and

that meet organizational goals.

methods Top Management: P rovides full support and

Check Sheet: A structured tool used to gather encouragement, which is essential for the success Plan: A team identifies the process that needs

Key Points of the Systems Approach: and analyze data, revealing trends and patterns of QCs improvement, sets measurable objectives, and

Integration of all departments and processes to Control Chart: Monitors process variations over Steering Committee: Composed of department explores alternative solutions. After analyzing

work toward common quality goals time to determine stability and control heads, it sets objectives and offers strategic costs and benefits, a detailed plan is created for

Emphasis on interdependence to create synergy Histogram: A bar graph that displays the direction implementation

and efficiency frequency distribution of data, highlighting Facilitator: A senior staff member who assists Do: The team executes the plan and collects data

Continuous monitoring and improvement of all process variation and coordinates QC activities to ensure smooth during implementation to track progress and

processes Pareto Chart: Based on the 80-20 rule, it functioning identify any deviations from the plan

Alignment with customer expectations to ensure identifies major causes of problems to focus Leader: Elected by members, usually a Check: The collected data is analyzed to assess if

satisfaction improvement efforts supervisor or foreman with strong the outcomes meet the planned objectives. If

Example: Boeing suffered major losses due to Scatter Diagram: Shows relationships between communication and leadership skills results are not aligned, the plan may need

lack of integration, which was resolved through two variables to identify correlations and possible Members: Employees who voluntarily revision or the project may be discontinued

system unification causes participate and actively contribute to problem- Act: If the outcomes are successful, the new

Essential steps: identify key processes, Flow Chart: Graphically represents processes to solving process is documented and standardized for

understand interactions, plan and implement analyze workflows and pinpoint inefficiencies.
Coordinating Agency: Ensures coordination future use.

efficiently, evaluate performance.

These tools are fundamental in achieving quality between all QCs, top management, and the This cycle promotes continuous improvement

The systems approach embeds quality across goals and driving continuous process improvements. steering committee.
and consistent quality enhancement in organizational

the organization, making it a collective responsibility This structured approach enables Quality processes.

rather than an isolated function. Circles to function efficiently and effectively within

an organization.

3b) What is the Usefulness of Information on

Quality Costs?

4 b) Write a N ote on the Universal Standard of

3a) Define the Cost of Quality and Discuss the Quality Discuss the . G w ro th or Evolution of IS O
Various Types of Quality Costs.

Information on quality costs is highly useful for 4a) What is the Importance of ISO Certificate?

Around the World .

organizations aiming to improve their efficiency,

The Cost of Quality (CoQ) represents the total cost reduce waste, and enhance customer satisfaction. By An IS O Certificate is an official recognition granted The Universal Standard of Quality refers to globally

involved in preventing, detecting, and correcting analyzing the Cost of Quality (CoQ), organizations to organizations that meet the international standards recognized guidelines and frameworks that ensure

defective work. It includes both the cost of can identify the financial impact of poor quality and set by the International O rganization for consistent product and service quality across

conformance (doing things right) and the cost of non- make informed decisions to invest in prevention and Standardization (IS O ). It verifies that a company industries and countries. The most well-known

conformance (failing to meet requirements). The appraisal activities instead of incurring higher failure follows globally accepted quality management universal standard is the IS O9 000 series, developed

classification of CoQ is clearly depicted in the costs.

principles and maintains consistency in its by the International O rganization for Standardization

diagram :

Understanding quality cost information helps in operations.

(IS O ). These standards focus on establishing and

Identifying Problem Areas: It reveals areas The importance of IS O certification includes the maintaining effective quality management systems

where resources are being wasted due to rework, following (QMS) that promote customer satisfaction, process

defects, or inefficiencies, especially through Customer Trust and Satisfaction: O IS consistency, and continual improvement. IS O9 000 is

internal and external failure costs certification assures customers that the company applicable to all types of organizations regardless of

Improving Decision-Making: Quality cost data is committed to delivering quality and reliability, size or industry and serves as a benchmark for

supports management in making strategic which builds trust and enhances reputation quality across the world.

decisions related to quality improvement, International Recognition: As IS O is globally Evolution and G w ro th of IS O Around the Worl

resource allocation, and budgeting recognized, certification helps businesses operate 1947 : IS O was established in Geneva,

Enhancing Profitability: By reducing failure and compete in international markets by meeting Switzerland, as an independent, non-

costs and investing in prevention, organizations global standards governmental international organization

can improve product quality and lower the total Improved Quality Management: Standards like 1987 : The first edition of the IS O9 000 quality

Types of Quality Costs

cost, thus increasing profitability ISO9 1 00 ensure that a company implements management standards was published

1. Prevention Cost
 Monitoring Performance: Tracking quality structured processes that support continuous 1994 R evision: Emphasized quality assurance

– Costs incurred to avoid or prevent quality costs over time allows companies to measure the improvement and consistency in performance through preventive actions and process

problems (e.g., training, process control, quality effectiveness of quality initiatives and ensure Operational Efficiency: By requiring documentation

planning).
continuous improvement standardized procedures and documentation, IS O 2000 R evision: Introduced process-oriented

2. Appraisal Cost
 Customer Satisfaction: Improved quality certification promotes better process control, approaches and improved customer focus

– Costs associated with measuring and monitoring through better control of quality costs leads to reduced waste, and improved productivity 2008 R evision: Clarified requirements and

activities (e.g., inspection, testing, audits).

fewer defects and complaints, resulting in higher Regulatory Compliance: Many industries improved compatibility with other management

3. Failure Cost
 customer trust and loyalty.

O
require IS certification as part of legal or standards

– Costs resulting from failing to meet quality Quality cost information is a powerful tool contractual obligations, especially in government 2015 R evision: Integrated risk-based thinking

standards. It is divided into for achieving operational excellence and long-term or large-scale contracts and aligned structure with other IS O standards

Internal Failure Cost: Arises before delivery competitive advantage. Competitive Advantage: It differentiates (Annex S L )

(e.g., rework, scrap) certified organizations from non-certified Present: IS O has over 20,000 international

External Failure Cost: Arises after delivery competitors, providing a significant edge in the standards and 163 member countries, playing a

(e.g., warranty claims, customer complaints).

marketplace.
crucial role in global trade, innovation, and

4. Hidden Costs
 O verall, IS O certification enhances organizational quality assurance.

–O ften unmeasured or indirect costs such as lost performance, supports long-term growth, and

customers, reduced brand image, and low employee improves customer and stakeholder confidence.

morale.

This classification helps organizations identify

problem areas, control costs, and enhance customer

satisfaction.
000 strengthens organizational performance,
to organizations by helping them implement effective
Together, these standards provide a comprehensive
standards ensure that organizations consistently meet

framework to ensure quality, increase efficiency, and

improvement through regular monitoring, audits,

enhance operational performance, increase customer
used standard in the series. It specifies the actual

quality management systems (QMS). These benefits

drive global competitiveness for organizations of all
requirements that an organization must fulfill to

000 series offers a wide range of benefits

be certified. It focuses on customer satisfaction,

This standard offers guidance for organizations

ISO 9004 – Managing for Sustained Success:

This standard provides the essential principles,

management. It helps organizations understand

and delivering consistent value builds trust and

000 ensures

guidelines increase employee involvement and

certification increases credibility and opens up
ISO 9000 – Fundamentals and Vocabulary:


000 promotes process optimization and

The focus on meeting customer requirements
satisfaction, and improve global competitiveness.

by

leading to fewer defects and higher reliability

It helps organizations comply with legal and

5a) Discuss in Detail the Standards of the ISO

is the most widely recognized and

focusing on long-term success and sustained

customer requirements and enhance satisfaction

concepts, and terminology related to quality

documentation, reducing waste, minimizing

organizations implement and maintain effective

ISO 9001 – Quality Management System

000
) to help

consistent quality in products and services,

O9 1

Improved Product and Service Quality:


enhances reputation, and supports sustainable

errors, and improving resource utilization
00

Clear roles, responsibilities, and process

leadership, process approach, risk-based
000 series is a set of international

contractual requirements, particularly in

quality management systems (QMS). These

O9
thinking, and continuous improvement

000 fosters a culture of ongoing

000 series
standards developed by the International

Key Standards in the ISO 9000 Series

Enhanced Customer Satisfaction:


5b) Explain the Benefits of ISO 9000.

As a globally accepted standard, IS

O9
to improve performance beyond IS
O rganization for Standardization (IS

By standardizing processes, IS
through continual improvement.

International Recognition:


Continuous Improvement:

O9

Regulatory Compliance:


Employee Engagement:

Operational Efficiency:


access to global markets

the foundation of the IS

long-term relationships
Key Benefits of ISO 9000
quality improvement.

regulated industries
Requirements:


accountability.

business growth.
and reviews
types and sizes.
O9 1 00
9000 Series.

O9

O9

O9

O9

O9
The IS

The IS
IS

IS

IS

IS
O