Cork Institute of Technology

Higher Certificate in Science in Good Manufacturing Practices & Technology - Award

(NFQ Level 6)

Autumn 2007 Total Quality Management

(Time: 3 Hours) Answer FOUR Questions. All questions carry equal marks.

Examiners: Dr. B. McCarra Mr. S. McGee Mr. C. Ó Súilleabháin

Q1. (a) Outline the basic principles of Total Quality Management. (20 marks)

(b) (i) Explain the advantages of using a critical path analysis diagram when planning and

implementing a project. (8 marks)

(ii) Generate a critical path analysis diagram for a project of your choice. (10 marks)

The project should include at least 12 steps.

Some steps must be in parallel with one another.

Include the duration of each step on the diagram.

(iii) Identify the critical path on the above diagram. (6 marks)

(iv) Calculate the minimum time in which the project could be completed. (6 marks)

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Q2. (a) Explain Fayol’s Principles of Management. Discuss the applicability of his ideas in

today’s Ireland. (20 marks)

(b) Describe the different forms of communication to and from customers and how they can

be used to achieve a total quality management environment (15 marks)

(c) Explain the concepts of “internal customers” and “external customers”. Illustrate your

answer with examples from a service organisation. (15 marks)

Q3 (a) Explain the difference between control limits and specification limits. (6 marks)

(b) List and briefly explain two types of causes of variation in statistical process control.

(5 marks)

(c) A quality control program in a manufacturing plant has provided the following

information regarding samples of steel wheels. The diameter of the samples is shown in

the table below. Set up and plot a control chart for the process. (24 marks)

Sample Number

Diameter

mm

1 191.1

2 191.5

3 187.2

4 187.6

5 188.4

6 188.8

7 189.2

8 191.1

9 192.3

10 192.8

(d) Explain whether or not the process is in statistical control. (5 marks)

(e) Calculate the process capability of this process if the lower specification limit is 196.0

and the upper specification limit is 180.0 (10 marks)

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Q4. (a) Explain how a manager could implement empowerment in an organisation, including any

steps the manager might take so as to develop his staff. (15 marks)

(b) Discuss the advantages and disadvantages of empowerment in an organisation intent on

achieving total quality management. (15 marks)

(c) Outline the quality reporting procedures that are typically found in an organisation where

total quality management is used. (15 marks)

(d) Explain why teamwork is sometimes necessary. (5 marks)

Q5. (a) (i) Perform a SWOT analysis for a science course in a third level college in Cork.

(20marks)

(ii) Make a list of recommendations based on the above SWOT analysis. (10 marks)

(b) (i) Describe the steps involved in the DMAIC method. (10 marks)

(ii) Explain the benefits of using the DMAIC method. (10 marks)

Q6. (a) Explain the 5S of workplace organisation. Outline how each contributes to improved

quality and efficiency in an organisation (20 marks)

(b) Explain the principles and outline the benefits of “Just In Time”. (16 marks)

(c) Describe one method of mapping a process. Show an example. Explain the benefits of

using such a technique. (14 marks)

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Statistical Formulae and data:

Standard deviation = ( )

( )11

2

−

−==

∑=

n

xxVariance

n

ii

σ

Process Capability (CP) = σ6LSLUSL −

σ3xUSLCPU

−=

σ3LSLxCPL

−=

Process Capability (CPK) = minimum of CPU and CPL

Standard Deviations

σ

Area in single tail

%

0.5 0.308 5

1.0 0.158 7

1.5 0.066 8

2.0 0.022 75

2.5 0.006 21

3.0 0.001 35

3.5 0.000 23

4.0 0.000 032

5.0 0.000 000 287

6.0 0.000 000 001