Total Quality Management JUNE 2026

Description

Total Quality Management

Jun 2026 Examination

 

 

Q1. A leading consumer electronics company in Bengaluru is preparing to launch a new series of smart wearables. Despite advanced engineering capabilities, pilot customers express dissatisfaction with battery life and comfort. Historically, the company’s designers have prioritized technical complexity over direct user input. In response to disappointing feedback, management decides to adopt Quality Function Deployment (QFD), aiming to systematically align design and production with what customers value most. Given the context, how can you apply the QFD methodology to ensure the next generation of smart wearables bridges the gap between technical design and genuine customer needs? Describe the steps and mechanisms you would introduce to embed the voice of the customer throughout planning, development, and production. (10 Marks)

Ans 1.

Introduction

The gap between engineering excellence and customer satisfaction is one of the most persistent problems in consumer electronics product development. A device can be technically impressive while still failing to meet the needs that matter most to users. In this case, battery life and comfort are the two specific failures that pilot customers have identified. These are not obscure concerns. They are fundamental to whether a wearable device can be used comfortably in daily life. Quality Function Deployment (QFD) is the structured methodology that bridges

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Q2 (A). A fast-growing home appliance manufacturer uses activity-based costing (ABC) to allocate quality-related overheads by specific activities such as inspection, testing, rework, and preventive training. Analysis shows that high-volume products consume more preventive and appraisal resources, while premium models incur increased rework and warranty claims. Senior management proposes investing further in prevention, but some engineers argue resources should be shifted to reduce failure costs. Each group claims their strategy will optimize the company’s cost structure and customer satisfaction. Evaluate the competing strategies of prioritizing (a) increased prevention and appraisal activities for high-volume lines, versus (b) reducing failure costs in premium models. Which approach is most likely to maximize overall cost efficiency and quality outcomes? Justify your answer. (5 Marks)

Ans 2(A).

Introduction

The debate between prevention investment and failure cost reduction is fundamental in Total Quality Management. Both camps in this company are partially right, which is why this decision requires evaluation using the Cost of Quality framework rather than a binary choice.

Concept and Application

The Cost of Quality (COQ) framework classifies quality costs into four categories: Prevention costs such as training and process design, Appraisal costs such as inspection and testing, Internal failure costs

 

Q2 (B). SparkBright Electronics saves 80% in inspection costs by sampling 500 out of 50,000 incoming capacitors per lot. Their plan aims to reject lots with more than 2% defectives but has recently failed to catch a few marginally defective lots, causing disruptions in final assembly. The quality team proposes switching to a sequential sampling plan, claiming it will increase sensitivity and efficiency. The operations manager is concerned about added administrative complexity and confusion on the production floor. Appraise the proposal to adopt a sequential acceptance sampling plan for SparkBright Electronics, balancing the potential improvements in quality risk detection against the operational and administrative complexities. (5 Marks)

Ans 2(B).

Introduction

SparkBright Electronics is experiencing the classic limitation of fixed-sample acceptance sampling. A single sample of 500 from 50,000 units carries inherent statistical risk of accepting lots marginally above the 2 percent defective threshold. The question is whether sequential sampling genuinely addresses this risk and whether the operational cost justifies the quality benefit.

Concept and Application

SparkBright’s