ESE 2024

UPSC ENGINEERING SERVICES EXAMINATION

Preliminary Examination

General Studies and

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

Comprehensive Theory with Practice Questions

and ESE Solved Questions

www.madeeasypublications.org
 MADE EASY Publications Pvt. Ltd.
Corporate Office: 44-A/4, Kalu Sarai (Near Hauz Khas Metro Station), New Delhi-110016
E-mail: [email protected]
Contact: 9021300500
Visit us at: www.madeeasypublications.org

ESE 2024 Preliminary Examination :

Standards and Quality Practices in Production, Construction, Maintenance and Services
© Copyright, by MADE EASY Publications Pvt. Ltd.
All rights are reserved. No part of this publication may be reproduced, stored in or introduced into a retrieval
system, or transmitted in any form or by any means (electronic, mechanical, photo-copying, recording or
otherwise), without the prior written permission of the above mentioned publisher of this book.

1st Edition : 2016

2nd Edition : 2017
3rd Edition: 2018
4th Edition: 2019
5th Edition: 2020
6th Edition: 2021
7th Edition: 2022

8th Edition: 2023

MADE EASY PUBLICATIONS PVT. LTD. has taken due care in collecting the data and providing the solutions, before publishing this
book. Inspite of this, if any inaccuracy or printing error occurs then MADE EASY PUBLICATIONS PVT. LTD. owes no responsibility.
MADE EASY PUBLICATIONS PVT. LTD. will be grateful if you could point out any such error. Your suggestions will be appreciated.

© All rights reserved by MADE EASY PUBLICATIONS Pvt. Ltd. No part of this book may be reproduced or utilized in any form without
the written permission from the publisher.
Preface
The 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
Standards and Quality Practices in Production,
Contents
Construction, Maintenance and Services

Chapter 1 2.9.4 Track Mistakes............................................. 18

Quality................................................................... 1 2.9.5 Reverse Engineering................................. 18
1.1 What is Quality?..........................................................1 2.9.6 Perceptual Mapping................................. 18
1.1.1 Definition of Quality....................................1 Objective Brain Teasers.............................. 21
1.1.2 Consequences of Poor Quality................1 Chapter 3
1.1.3 Evolution of Quality.....................................2 Quality Control Tools OR, Statistical Tools and
1.1.4 Who are the Customers?............................2 Techniques in TQM Practice............................... 23
1.1.5 Dimensions of Quality................................3 3.1 Introduction............................................................... 23
1.1.6 Quality Characteristics................................3 3.1.1 Statistical Quality Control....................... 23
1.2 Traditional Approach vs. Modern 3.1.2 Techniques of Statistical
Approach Towards Quality.....................................3 Quality Control........................................... 23
1.2.1 Benefit of Quality..........................................4 3.2 Quality Control Tools.............................................. 23
1.3 Types of Quality..........................................................4 3.2.1 Flow Chart.................................................... 24
1.4 Quality Cost..................................................................4 3.2.2 Check Sheet................................................. 24
1.4.1 Cost of Conformance...................................5 3.2.3 Histogram..................................................... 24
1.4.2 Cost of Non-conformance or 3.2.4 Pareto Analysis: Focus on Key Problem......26
Failure Cost......................................................5 3.2.5 Cause and Effect or Fishbone Diagram......26
1.5 Value of Quality vs. Quality Cost...........................6 3.2.6 Scatter Diagram: Relationships
1.6 Quality Process ...........................................................6 between Variables..................................... 27
1.6.1 Quality Assurance vs. Quality Control........7 3.2.7 Control Chart: Recognizing
Objective Brain Teasers..............................................9 Source of Variation.................................... 27
Chapter 2 3.3 Application of 7QC Tool in Six-sigma............... 32
Different Approaches Regarding Quality......... 11 3.4 Design of Experiments........................................... 32
2.1 Introduction............................................................... 11 3.5 Difference between DOE and Statistical
2.1.1 Dr. W. Edward Deming............................ 11 Process Control........................................................ 33
2.1.2 Joseph M. Juran.......................................... 13 Objective Brain Teasers........................................... 34
2.1.3 Philip Crosby Approach........................... 14 Chapter 4
2.1.4 Kaoru Ishikawa Philosophy of Quality....15 Sampling............................................................. 38
2.2 Kanban........................................................................ 15 4.1 Sampling.................................................................... 38
2.3 Kaizen .......................................................................... 15 4.2 How can We do Sampling Inspection?............ 38
2.4 JIT vs. MRP.................................................................. 16 4.3 Acceptance Sampling............................................ 38
2.5 5s Concept................................................................. 16 4.3.1 Acceptance Sampling by Attributes... 39
2.6 Poka-Yoke [Poka-Mistake, Yoke-Avoid]............ 16 4.3.2 Acceptance Sampling by Variables..... 39
2.7 Concurrent Engineering........................................ 16 4.3.3 Types of Sampling Plan........................... 39
2.8 Value Engineering vs. Value Analysis................ 17 4.3.4 Single Sampling Plan............................... 40
2.9 Methods for Generating 4.3.5 Double Sampling Plan............................. 41
Solution to Improve Quality................................ 17 4.3.6 Multiple Sampling Plan........................... 42
2.9.1 Brainstorming............................................. 17 4.4 Sampling Terms and its Definitions.................. 42
2.9.2 Quality Circles............................................. 17 4.5 Operating Characteristic Curve (OC Curve)... 43
2.9.3 Benchmarking Process............................ 18 4.5.1 Types of OC Curve..................................... 44
4.6 Military Standard 105E.......................................... 45 6.10.5 National Standards.................................... 76
Objective Brain Teasers........................................... 47 6.10.6 Certification Marks.................................... 77
6.10.7 Other marks................................................. 77
Chapter 5
6.11 Conclusion................................................................. 77
Total Quality Management................................ 50
6.12 OHSAS 18000............................................................ 78
5.1 Introduction.............................................................. 50
6.13 Emission Norms....................................................... 78
5.1.1 Traditional Management........................ 51
Objective Brain Teasers........................................... 80
5.1.2 Emergence of TQM.................................... 52
5.2 TQM (Total Quality Management).................... 52 Chapter 7
5.3 Principles of TQM..................................................... 54 Six Sigma............................................................. 83
5.4 Taguchi Approaches in TQM.............................. 56 7.1 Historical View.......................................................... 83
5.5 Taguchi Approach vs. Deming Approach....... 58 7.1.1 What is Sigma?............................................ 83
5.6 Quality Function Deployment (QFD)............... 58 7.1.2 What is Six Sigma?..................................... 83
5.7 Other Methods Utilizes along TQM to 7.1.3 Benefits of Six Sigma................................ 84
Increase Efficiency.................................................. 60 7.1.4 Six Sigma Management.......................... 85
5.7.1 TQM Approach in 7.1.5 Defects Per Million Opportunities
(DPMO).......................................................... 85
Competitive Positioning......................... 60
7.2 Six Sigma Methodology........................................ 86
5.7.2 Obstacles while Implementing TQM......60
7.2.1 DMAIC............................................................ 86
5.7.3 Quality Awards Related to TQM............ 61
7.2.2 DMADV.......................................................... 87
5.8 Benefits of TQM........................................................ 61
7.3 Different Levels in Six Sigma............................... 87
Objective Brain Teasers........................................... 62
7.4 Future of Six Sigma - Lean Concepts................ 88
Chapter 6 Objective Brain Teasers........................................... 89
ISO Standards..................................................... 64
6.1 Introduction.............................................................. 64
Chapter 8
Inventory............................................................. 91
6.2 ISO 9000...................................................................... 64
8.1 Introduction.............................................................. 91
6.2.1 ISO 9001........................................................ 65
8.2 Classification of Inventories................................ 91
6.2.2 ISO 9004........................................................ 66
6.2.3 Current Version of ISO 9000................... 66 8.2.1 Inventory Functions
6.3 Implementation of ISO 9000 Quality System.....67 (Need for Inventories).............................. 92
6.4 ISO Documentation................................................ 71 8.2.2 Inventory Cost............................................. 93
6.5 Quality Auditing...................................................... 72 8.2.3 Review System............................................ 94
6.6 TS 16949..................................................................... 72 8.3 Types of Models....................................................... 94
6.7 ISO 14000: Quality System................................... 73 8.3.1 Deterministic Model................................. 95
6.7.1 Introduction................................................. 73 8.4 Selective Inventory Management..................... 98
6.7.2 History of Development.......................... 73 8.4.1 Always Better Control (ABC).................. 98
6.8 ISO 14001: Quality Systems................................. 75 8.4.2 VED Analysis................................................ 98
6.9 Official Sources of the Standards...................... 75 8.4.3 FNSD............................................................... 99
6.9.1 The Standards............................................. 75 8.4.4 XYZ.................................................................. 99
6.9.2 Manual, Procedures, Templates............ 76 8.5 Line Balancing.......................................................... 99
6.10 Other Quality Standards....................................... 76 8.5.1 Objective in Line Balancing Problem......99
6.10.1 Automotive.................................................. 76 8.5.2 Constraints in Line Balancing Problem... 100
6.10.2 Statistics........................................................ 76 8.5.3 Definition and Terminology in
6.10.3 Telecommunications................................ 76 Assembly Line...........................................100
6.10.4 Others............................................................ 76 Objective Brain Teasers.........................................103
Chapter 9 10.5.3 Key factors contributing to Gaps.......145
Quality in Construction ................................... 109 10.6 Approaches to Service Quality.........................146
9.1 Introduction............................................................109 10.7 Quality Service Improvement Methods........146
9.2 Quality Concepts...................................................109 10.8 Lean operations in Service.................................146
9.3 Project Quality Management............................110 10.8.1 Suppliers.....................................................146
9.4 Principles of Quality Management.................111 10.8.2 Layouts........................................................146
9.5 Quality Management is an Effective & 10.8.3 Inventory....................................................146
Comprehensive Management Process..........112 10.8.4 Scheduling.................................................146
9.5.1 Application of ISO 9000 in TQM Objective Brain Teasers.........................................147
in Building Industries.............................113
Chapter 11
9.5.2 TQM in Construction..............................114 Reliability and Maintenance............................ 149
9.5.3 Constraints to the use of TQM in 11.1 Introduction ...........................................................149
the Construction Process......................115 11.2 Reliability..................................................................149
9.6 Improved Method to Produce Quality Work... 115 11.3 The Bathtub Curve................................................150
9.7 Planned.....................................................................118 11.4 System Reliability..................................................152
9.8 Factors Affecting Quality of Construction....118 11.5 Maintainability.......................................................154
9.9 Methodology to Improve Quality 11.6 Availability...............................................................154
in Construction......................................................119 11.7 Maintenance...........................................................155
9.9.1 General........................................................119 11.7.1 Maintenance Scheme/Types...............155
9.9.2 Design of Questionnaire.......................119 11.7.2 Reliability Centered Maintenance
9.10 Principles of Lean Construction.......................119 (RCM)............................................................157
9.10.1 The Lean Principles.................................119 11.7.3 Total Productive Maintenance (TPM)... 158
9.11 Applying Lean Thinking in Construction 11.8 Total Panned Quality Maintenance (TPQM).... 159
(U.K. Approach)......................................................120 11.8.1 Operation Research................................159
9.12 Lean Construction.................................................120 11.8.2 Linear Programming Problem (LPP)..... 159
9.13 Miscellaneous-I......................................................121 Objective Brain Teasers.........................................163
9.14 Miscellaneous-II.....................................................127
Chapter 12
Objective Brain Teasers.........................................140
Miscellaneous................................................... 167
12.1 Non-Destructive Testing.....................................167
Chapter 10
12.1.1 Pre Service Inspection (PSI)..................167
Quality Practices in Services............................ 142
12.1.2 In Service Inspection (ISI)......................167
10.1 Service Quality.......................................................142
12.2 Non-Destructive Examination (NDE) .............169
10.2 Criteria of Service quality...................................142
12.2.1 NDT Test Methods...................................169
10.3 Dimensions of Service Quality.........................143
12.2.2 MT Techniques..........................................170
10.4 Recovery (of Service)...........................................144
12.3 PT Techniques.........................................................173
10.5 Models of service quality....................................144
12.4 RT Techniques.........................................................175
10.5.1 Service Quality Model
12.5 UT Techniques........................................................176
(Due to Gronroos)....................................144
10.5.2 GAP Model (Due to Parasuraman, 12.6 ET Techniques.........................................................178

Zeithaml and Berry)...............................144 Objective Brain Teasers.........................................179

nnnn