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ESE 2020UPSC ENGINEERING SERVICES EXAMINATION

Preliminary Examination

Standards and Quality Practices in Production, Construction, Maintenance and Services

General Studies andEngineering Aptitude

Comprehensive Theory with Practice Questions

and ESE Solved Questions

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ESE 2020 Preliminary Examination : Standards and Quality Practices in Production, Construction, Maintenance and Services© Copyright, by MADE EASY Publications.

All rights are reserved. No part of this publication may be reproduced, stored in or introduced into a retrieval

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1st Edition : 2016

2nd Edition : 2017

3rd Edition: 2018

4th Edition: 2019

Publications

PrefaceThe compilation of this book Standards and Quality

Practices in Production, Construction, Maintenance

and Services was motivated by the desire to provide a

concise book which can benefit students to understand

the concepts of this specific topic of General Studies and

Engineering Aptitude section.

This textbook provides all the requirements of the

students, i.e. comprehensive coverage of theory,

fundamental concepts and objective type questions articulated in a lucid language. The

concise presentation will help the readers grasp the theory of this subject with clarity and apply

them with ease to solve objective questions quickly. This book not only covers the syllabus of ESE

in a holistic manner but is also useful for many other competitive examinations. All the topics are

given the emphasis they deserve so that mere reading of the book clarifies all the concepts.

We have put in our sincere efforts to present detailed theory and MCQs without compromising the

accuracy of answers. For the interest of the readers, some notes, do you know and interesting

facts are given in the comprehensive manner. At the end of each chapter, sets of practice question

are given with their keys and detailed explanations, that will allow the readers to evaluate their

understanding of the topics and sharpen their question solving skills.

Our team has made their best efforts to remove all possible errors of any kind. Nonetheless, we would

highly appreciate and acknowledge if you find and share with us any printing and conceptual errors.

It is impossible to thank all the individuals who helped us, but we would like to sincerely thank all

the authors, editors and reviewers for putting in their efforts to publish this book.

With Best Wishes

B. Singh

CMD, MADE EASY Group

Chapter 1Quality ............................................................... 1-9

1.1 What is Quality? .........................................................1

1.1.1 Definition of Quality ...................................1

1.1.2 Consequences of Poor Quality................1

1.1.3 Evolution of Quality ....................................2

1.1.4 Who are the Customers? ...........................2

1.1.5 Dimensions of Quality ...............................3

1.1.6 Quality Characteristics ...............................3

1.2 Traditional Approach vs Modern Approach

Towards Quality .........................................................3

1.2.1 Benefit of Quality .........................................4

1.3 Types of Quality .........................................................4

1.4 Quality Cost .................................................................4

1.4.1 Cost of Conformance ..................................5

1.4.2 Cost of Non-conformance or Failure Cost ...5

1.5 Value of Quality vs Quality Cost ...........................6

1.6 Quality Process ..........................................................6

1.6.1 Quality Assurance vs Quality Control ...6

Objective Brain Teasers .............................................8

Chapter 2Different Approaches Regarding Quality ...10-19

2.1 Introduction ............................................................. 10

2.1.1 Dr. W. Edward Deming ........................... 10

2.1.2 Joseph M. Juran ......................................... 12

2.1.3 Philip Crosby Approach .......................... 13

2.1.4 Kaoru Ishikawa Philosophy of Quality ...13

2.2 Kanban ....................................................................... 13

2.3 Kaizen ......................................................................... 13

2.4 JIT vs. MRP ................................................................. 13

2.5 5s concept ................................................................. 14

2.6 Poka-Yoke [Poka-Mistake, Yoke-Avoid] ........... 14

2.7 Concurrent Engineering ...................................... 14

2.8 Value Engineering vs Value Analysis ............... 14

2.9 Methods for Generating Solution

to Improve Quality ................................................. 14

Objective Brain Teasers .......................................... 18

Chapter 3Quality Control Tools OR, Statistical Tools and

Techniques in TQM Practice .........................20-33

3.1 Introduction ............................................................. 20

3.1.1 Statistical Quality Control ...................... 20

3.1.2 Techniques of Statistical Quality Control ..20

3.2 Quality Control Tools ............................................. 20

3.3 Application of 7QC Tool in Six-sigma .............. 29

3.4 Design of Experiments ......................................... 29

3.5 Difference between DOE

and Statistical Process Control ........................... 30

Objective Brain Teasers .......................................... 30

Chapter 4Sampling .......................................................34-44

4.1 Sampling ................................................................... 34

4.2 How can we do Sampling Inspection? ........... 34

4.3 Acceptance Sampling ........................................... 34

4.3.1 Acceptance Sampling by Attributes .. 35

4.3.2 Acceptance Sampling by Variables .... 35

4.3.3 Types of Sampling Plan .......................... 35

4.3.4 Single Sampling Plan............................... 36

4.3.5 Double Sampling Plan ............................ 37

4.3.6 Multiple Sampling Plan .......................... 38

4.4 Sampling Terms and its Definitions ................. 38

4.5 Operating Characteristic Curve (OC Curve) .......39

4.5.1 Types of OC Curve .................................... 40

4.6 Military Standard 105E ......................................... 41

Objective Brain Teasers .......................................... 42

Chapter 5Total Quality Management ..........................45-58

5.1 Introduction ............................................................. 45

5.1.1 Traditional Management ....................... 46

5.1.2 Emergence of TQM ................................... 47

Standards and Quality Practices in Production, Construction, Maintenance and Services Contents

5.2 TQM (Total Quality Management) ................... 47

5.2.1 Elements of TQM ....................................... 48

5.2.2 Approaches to Total Quality ................. 48

5.2.3 Differences between Traditional

Management and TQM ........................... 48

5.3 Principles of TQM .................................................... 49

5.4 Taguchi Approaches in TQM ............................. 51

5.5 Taguchi Approach Vs Deming Approach ...... 53

5.6 Quality Function Deployment (QFD) .............. 53

5.7 Other Methods Utilizes along TQM

to Increase Efficiency ............................................ 55

5.7.1 TQM Approach in

Competitive Positioning ........................ 55

5.7.2 Obstacles while Implementing TQM......55

5.7.3 Quality Awards Related to TQM ........... 56

5.8 Benefits of TQM ....................................................... 56

Objective Brain Teasers .......................................... 56

Chapter 6ISO Standards ...............................................59-776.1 Introduction ............................................................. 596.2 ISO 9000 ..................................................................... 59 6.2.1 ISO 9001 ....................................................... 60 6.2.2 ISO 9004 ....................................................... 61 6.2.3 Current Version of ISO 9000 .................. 616.3 Implementation of ISO 9000 Quality System ....626.4 ISO Documentation ............................................... 666.5 Quality Auditing ..................................................... 676.6 TS 16949 .................................................................... 676.7 ISO 14000: Quality System .................................. 68 6.7.1 Introduction ................................................ 68 6.7.2 History of Development ......................... 686.8 ISO 14001: Quality Systems ................................ 706.9 Official Sources of the Standards...................... 70 6.9.1 The Standards ............................................ 70 6.9.2 Manual, Procedures, Templates ........... 716.10 Other Quality Standards ...................................... 71 6.10.1 Automotive ................................................. 71 6.10.2 Statistics ....................................................... 71 6.10.3 Telecommunications ............................... 71 6.10.4 Others ........................................................... 71 6.10.5 National Standards ................................... 72

6.10.6 Certification Marks ................................... 72 6.10.7 Other marks ................................................ 726.11 Conclusion ................................................................ 726.12 OHSAS 18000 ........................................................... 73 6.12.1 OHSAS 18001 ............................................. 73 6.12.2 Benefits of OHSAS 18001 ....................... 736.13 Emission Norms ...................................................... 73 6.13.1 What are BS Norms?................................. 73 6.13.2 Euro Norms ................................................. 74 6.13.3 Bharat Stage Norms vs. Euro Norms .....75 Objective Brain Teasers .......................................... 75

Chapter 7Six Sigma .......................................................78-857.1 Historical View ......................................................... 78 7.1.1 What is Sigma? ........................................... 78 7.1.2 What is Six Sigma? .................................... 78 7.1.3 Benefits of Six Sigma ............................... 79 7.1.4 Six Sigma Management ......................... 80 7.1.5 Defects Per Million

Opportunities (DPMO) ............................ 807.2 Six Sigma Methodology ....................................... 817.3 Different Levels in Six Sigma .............................. 827.4 Future of Six Sigma - Lean Concepts ............... 83 Objective Brain Teasers .......................................... 84

Chapter 8Inventory .....................................................86-1038.1 Classification of Inventories................................ 86 8.1.1 Inventory Functions

(Need for Inventories) ............................. 87 8.1.2 Inventory Cost ............................................ 88 8.1.3 Review System ........................................... 898.2 Types of Models ...................................................... 89 8.2.1 Deterministic Model ................................ 908.3 Selective Inventory Management .................... 93 8.3.1 Always Better Control (ABC) ................. 93 8.3.2 VED Analysis ............................................... 93 8.3.3 FNSD .............................................................. 94 8.3.4 XYZ ................................................................. 948.4 Line Balancing ......................................................... 94 8.4.1 Objective in Line Balancing Problem .....94 8.4.2 Constraints in Line Balancing Problem ...95 8.4.3 Definition and Terminology

in Assembly Line ....................................... 95 Objective Brain Teasers .......................................... 98

Chapter 9Quality in Construction .......................... 104-136

9.1 Quality Concepts ..................................................104

9.2 Project Quality Management ...........................105

9.3 Principles of Quality Management ................106

9.4 Quality management is an effective and comprehensive management process .........107

9.4.1 Application of ISO 9000 in TQM in building industries .................................108

9.4.2 TQM in Construction .............................109

9.4.3 Constraints to the use of TQM in the Construction Process .......................................110

9.5 Improved Method to produce quality work ... 110

9.6 Planned ....................................................................113

9.7 Factors Affecting Quality of Construction ...113

9.8 Methodology to Improve Quality in Construction .....................................................114

9.8.1 General .......................................................114

9.8.2 Design of Questionnaire ......................114

9.9 Principles of lean construction ........................114

9.9.1 The Lean Principles ................................114

9.10 Applying Lean Thinking in Construction (U.K. Approach) ..........................115

9.11 Lean Construction ................................................115

9.12 Miscellaneous-I .....................................................116

9.13 Miscellaneous-II ....................................................122

Objective Brain Teasers ........................................134

Chapter 10Quality Practices in Services ................... 137-143

10.1 Service Quality ......................................................137

10.2 Criteria of Service quality ..................................137

10.3 Dimensions of Service Quality ........................138

10.4 Recovery (of Service)...........................................139

10.5 Models of service quality ...................................139

10.5.1 Service Quality Model (Due to Gronroos) ...................................139

10.5.2 GAP Model (Due to Parasuraman,

Zeithaml and Berry) ...............................139

10.5.3 Key factors contributing to Gaps ......140

10.6 Approaches to Service Quality ........................141

10.7 Quality Service Improvement Methods .......141

10.8 Lean operations in Service ................................141

10.8.1 Suppliers ....................................................141

10.8.2 Layouts .......................................................141

10.8.3 Inventory ...................................................141

10.8.4 Scheduling ................................................141

Objective Brain Teasers ........................................142

Chapter 11Reliability and Maintenance ................... 144-160

11.1 Reliability .................................................................144

11.2 The Bathtub Curve ...............................................145

11.3 System Reliability .................................................147

11.4 Maintainability ......................................................148

11.5 Availability ..............................................................149

11.6 Maintenance ..........................................................149

11.6.1 Maintenance Scheme/Types ..............150

11.6.2 Reliability Centered Maintenance ....152

11.6.3 Total Productive Maintenance ...........153

11.7 Total Panned Quality Maintenance (TPQM) ... 154

11.7.1 Operation Research ...............................154

11.7.2 Linear programming problem (LPP) ... 154

Objective Brain Teasers ........................................156

Chapter 12Miscellaneous .......................................... 161-174

12.1 Non-Destructive Testing ....................................161

12.1.1 Pre Service Inspection (PSI) .................161

12.1.2 In Service Inspection (ISI) .....................161

12.2 Non-Destructive Examination (NDE) ............163

12.2.1 NDT Test Methods ..................................163

12.2.2 MT Techniques .........................................164

12.3 PT Techniques ........................................................167

12.4 RT Techniques ........................................................169

12.5 UT Techniques .......................................................170

12.6 ET Techniques ........................................................172

Objective Brain Teasers ........................................173

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