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Quality Management Exam Guide

The document contains questions related to quality management concepts: 1. It asks to identify factors in a Kano model analysis - must-be, more is better, and delight factors. 2. It provides four examples to calculate Defects Per Million Opportunities (DPMO) and sigma level from manufacturing and software defect data. 3. It lists different data types used in quality management. 4. It asks to classify elements of cost of quality into internal prevention, internal appraisal, internal failure, external failure categories. 5. It asks for short notes on control limits vs specification limits, Cp, Cpk, Pp, Ppk. 6. It provides

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259 views6 pages

Quality Management Exam Guide

The document contains questions related to quality management concepts: 1. It asks to identify factors in a Kano model analysis - must-be, more is better, and delight factors. 2. It provides four examples to calculate Defects Per Million Opportunities (DPMO) and sigma level from manufacturing and software defect data. 3. It lists different data types used in quality management. 4. It asks to classify elements of cost of quality into internal prevention, internal appraisal, internal failure, external failure categories. 5. It asks for short notes on control limits vs specification limits, Cp, Cpk, Pp, Ppk. 6. It provides

Uploaded by

sneha0895
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd

Question 1.

KANO MODEL ANALYSIS – Voice of Customer (10 Marks)

Theme:

Must Be Factors (If Present: No impact; If absent: Customer dislikes)

More is Better (If Present: Customer likes; If absent: Customer dislikes)

Delight Factors (If Present: Customer likes; If absent: No impact)


Question 2. DPMO Calculation (10 Marks)

i) Consider a cell phone manufacturer who wants to calculate the six sigma level of its manufacturing

process. For a given period, the manufacturer makes 83,934 cell phones. The manufacturer is required

to perform eight checks to test the quality of its products. During testing phase, 3,432 of the cell phones

were rejected.

ii) Out of 730 modules in a software program, 18 bugs were found when 4 critical check points

were tested. What is the quality level in sigma units for this process?

iii) 500 health reports from a diagnostic laboratory were inspected for 5 different characteristics

before dispatch. We observed 224 defects. What is the sigma level?

iv) Phone calls are recorded at a call Centre and later evaluated. A sample of 200 calls are heard by

the quality representatives and evaluated based on a Call Quality checklist. There are 14 opportunities

for error in each call. 284 defects were observed in the sample of 200 calls. What is the sigma level?
Question 3. Data Types (10 Marks)

Data
Question 4. Classifying Cost of Quality (10 Marks)

Internal External
COQ Prevention Appraisal
Failure Failure
Element
1 Quality control plans
2 Internal Auditing of product, process or services
3 Scrap and Rework
4 Supplier evaluations
5 Policies, procedures, and work instructions
6 Quality improvement meetings, projects, events
7 Failure Modes Effects Analysis (FMEA)
8 Quality awareness, education, and training
9 Source inspection
10 Lost sales
11 Capability studies (Cp, Cpk)
12 Warranty claims
13 Measuring and test equipment calibration
14 New product reviews
15 Re-inspection and Re-testing
16 In-process inspection or final testing
17 data entry errors, missing information
18 Missed process steps
19 Product recalls
20 Processing customer complaints, claims, or
returns
Question 5 Write short notes on below mentioned topics (2+2+2+2+2 Marks)

Control limits vs Specification limits, Cp, Cpk, Pp, Ppk,

Question 6. An engine manufacturer uses a forging process to produce piston


rings. The forging process is in control, and now the quality engineers want to
assess the process capability. They collect twenty-five samples of five piston
rings. The specification limits for piston ring diameter are 74.0 ± 0.05.

Cp? Cpk? Pp? Ppk? (10 Marks)

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