Name: No.

Q	Question	Marks
Q1.	Explain how improving quality can lead to reduced costs.	4
Q2.	Which 3 of Demings 14 points do you feel are most critical to the success of a TQM program? Why?	4
Q3.	How can Birzeit University control the quality of its output (that is, its graduates)?	4
Q4.	Philip Crosby said that quality is free. Why?	4
Q5.	Can a production process be labeled as out of control because it is too good? Explain?	4
Q6.	A lawsuit a few years ago made headlines worldwide when a McDonalds drive-through customer spilled a cup of scalding hot coffee on herself. Claiming the coffee was too hot to be safely consumed in a car, the badly burned 80-year-old woman won USD2.9 million in a court. (The judge later reduced the award to USD640, 000). McDonalds claimed the product was served to the correct specifications and was of proper quality. Is Mc-Donalds at fault in situations such as these? How do quality and ethics enter into such a case?	4

Q7. Sampling 4 pieces of precision-cut wire every hour for the past 24 hours has produced the following parts:

Hour	X	R	Hour	X	R
1	3.25	0.71	13	3.11	0.85
2	3.10	1.18	14	2.83	1.31
3	3.22	1.43	15	3.12	1.06
4	3.39	1.26	16	2.84	0.50
5	3.07	1.17	17	2.86	1.43
6	2.86	0.32	18	2.74	1.29
7	3.05	0.53	19	3.41	1.61
8	2.65	1.13	20	2.89	1.09
9	3.02	0.71	21	2.65	1.08
10	2.85	1.33	22	3.28	0.46
11	2.83	1.17	23	2.94	1.58
12	2.97	0.40	24	2.64	0.97

Develop appropriate control charts and determine whether there is any cause for concern in the cutting process. Plot the information and look for pattern (6 marks).