UNIT I

INTRODUCTION
1. Which part in quality management is the critical part?
a) Process thinking
b) Performance measurement
c) Customer’s view
d) Systematic approach

2. Which of the following is not true for communication in TQM?

a) Three way communication
b) It should be clear
c) Forceful
d) Open involvement

3. What are the core principles of the TQM in a company-wide effort?

a) Customer and process orientation only
b) Continuous improvement only
c) Process orientation and continuous improvement only
d) Continuous improvement, process and customer orientation

4. Which drivers are used in TQM system?

a) Competition, Survival and export drive
b) Teamwork participation and customer satisfaction
c) Quality tools and technique
d) Management commitment and vision

5. What is included in the quality assessment in TQM?

a) Strategic quality planning
b) Management of process quality
c) Quality and operational results
d) Information and analysis

6. What is the primary focus of the quality management system?

a) Customer focus
b) Engagement of people
c) Process approach
d) Improvement
7. Which of the following is not based on Deming’s points?
a) Focus on continuous improvement
b) An ongoing program of education of employees is necessary.
c) Reach the slogans and numerical goals for the workplace
d) Elimination of numerical quotas and work standards

8. How many points did Deming give to elaborate methods for quality improvement?
a) 10
b) 12
c) 23
d) 14

9. Which of the following is not a part of Juran Trilogy?

a) Planning
b) Control
c) Check
d) Improvement

10. Which one of them is an External failure cost?

a) Burn-in
b) Materials and the services consumed
c) Scrap
d) Indirect costs

11. Failure analysis is a ______ cost.

a) prevention cost
b) internal failure cost
c) appraisal cost
d) external failure cost

12. Total Quality Management (TQM) focuses on

a) Employee
b) Customer
c) Both (a) and (b)
d) None of the above

13. Deming’s 14 points include

a) Giving quantitative targets to workers
b) Depend on inspection
c) Institute training
d) None of the above

14. Measures for customer satisfaction shall be identified by

a) Customers
b) Suppliers
c) The top management of the concerned organization
d) All the above
15. Total quality cost include
a) Prevention cost
b) Apprasial cost
c) Failure cost
d) All the above

16. ISO 9000 certification cost is

a) Apprasial cost
b) Internal failure cost
c) External failure cost
d) None of the above.

17. Quality includes

a) Functionality
b) Customer service
c) Delivery quality
d) All the above
18. Juran’s trilogy includes
a) Quality council
b) Quality Planning
c) Continuous Improvement
d) None of the above

19. Elements of TQM include

a) Quantitative methods
b) Focus on process
c) Leadership
d) All the above

20. In TQM environment, changes will be

a) Frequent
b) Once in a year
c) Few
d) All the above
 UNIT-II
TQM PRINCIPLES
1. What is the first step in problem solving process?
a) Plan
b) Do
c) Check
d) Action

2. PDCA cycle is also termed as PDSA cycle.

a) True
b) False

3. PDSA is expanded as ____________

a) Plan-Define-Study-Analyze
b) Plan-Define-Study-Act
c) Plan-Do-Study-Act
d) Plan-Do-Study-Analyze

4. The motivational needs according to Hygiene theory are

a) Salary
b) Security
c) Status
d) None of the above

5. The needs and various states of employees according to Maslow are

a)Physiological
b)Esteem
c)Self-actualization
d)All the above

6. Recognition is conveyed through

a) Appreciation letters
b) Cash awards
c) Oral appreciation in annual meetings
d) All the above

7. Feedback to employees
a) Demotivates them
b) Improve their performance
c) Can be given by peers
d) None of the above
8. Empowerment may fail due to
a) Supervisor resistance
b) Lack of training
c) Lack of management sponsorship
d) All the above

9. 5s improves
a) Quality of the product and processes
b) Efficiency
c) Employee morale
d) All the above

10. Visual management is a part of

a) Seiketsu
b) Seiri
c) Seiton
d) None of the aboe

11. Kaizen is a technique for

a) Gradual Improvement
b) Continuous Improvement
c) Does not require capital investment
d) All the above

12. The parameters for vendor rating include

a) Price
b) Service
c) Delivery
d) All the above

13. Supplier should be treated as

a) Adversary
b) Friend
c) Partner
d) None of the above

14. Communications with the vendor should be

a) Often
b) Rarely
c) As needed
d) None of the above
15. Supplier Performance should be monitored
a) Once a year
b) Lot to lot
c) Never
d) None of the above

16. Incoming inspection of supplier should be

a) Carried out on 100% basis
b) Eliminated
c) Carried out on sampling basis
d) None of the above

17. According to Theory X,People

a) Are lazy
b) Hate to work
c) Don’t take responsibility
d) All the above

18. Every employee should communicate with

a) Peers
b) Subordinates
c) Seniors
d) All the above

19. Training program should be

a) Formal activity
b) Evaluated at the end
c) Must for everyone
d) All the above

20. Proper communications is facilitated by

a) Discussion during tea time
b) Newsletters
c) Union meetings
d) None of the above
 UNIT-III
TQM TOOLS AND TECHNIQUES I
1. Which technique is used to relate complex cause and effect relationships?
a) Affinity diagram
b) Pareto diagram
c) Scatter diagram
d) Interrelationship diagram

2. Which tool is used to analyse the effects of a failure of individual components on the system?
a) FTA
b) FMEA
c) Quality circles
d) Fool proofing

3. What is arrow diagram in TQM?

a) A diagram used to plan the most appropriate schedule
b) Diagram shows the relationship strength between the variables
c) Used large amount of data and organise it on the basis of natural relationship between items
d) Diagram showing the sequencing and inter relationships between factors

4. By whom was Six-sigma methodology first developed?

a) Motorola
b) Bell Laboratories
c) Ford Motors
d) The ministry of Supply Advising Service on Statistical methods and Quality Control, UK

5. In 3-σ quality performance, the probability of producing a conforming product is _______

a) 0.9973
b) 0.9500
c) 1
d) 0.9467

6. Check sheet shows ___

a) If a process part is completed
b) If the process components are all checked
c) If the samples of the process are checked
d) Time oriented summary of defects

7. The graphical representation of the total frequencies of occurrence of each type of defects type
against the various defect types will be called as _____
a) Check sheet
b) Pareto chart
 c) Histogram
d) Control charts

8. Pareto charts are a main part of _____ steps of DMAIC.

a) Measure and Analyze
b) Define and Measure
c) Define and Improve
d) Analyze and Control

9. In Cause and Effect diagram, what procedure is adopted?

a) First defects are identified and then the corresponding effects on working of product is
determined
b) First defects in a product are identified and then, the corresponding causes are
discovered
c) First causes of defects are plotted then the effects of them, i.e. defects are identified
d) Causes and their effects are identified simultaneously.

10. Defect concentration diagrams are an important part of _____ step of DMAIC
a) Analyze
b) Define
c) Improve
d) Control

11. Which of these is a useful plot for identifying a potential relationship between two variables of
a process?
a) Pareto chart
b) Defect concentration diagram
c) Scatter diagram
d) Stem and Leaf plot

12. Scatter diagram is a technique used in ______ step of DMAIC process.

a) Define
b) Analyze
c) Improve
d) Control

13. What is Six Sigma?

a) It is the most widely used strategy for statistical quality assurance
b) The “Six Sigma” refers to six standard deviations
c) It is the most widely used strategy for statistical quality assurance AND The “Six
Sigma” refers to six standard deviations
d) A Formal Technical Review(FTR) guideline for quality walkthrough or inspection
14. The goal of benchmarking is
a) Establishing a rational performance goal
b) Search of best industry practices
c) Just comparison of performance with best practices
d) All the above

15. Benchmarking aims at improving the performance of

a) Products
b) Processes
c) Services
d) None of the above

16. Failure mode critically depends on

a) Beta
b) Alpha
c) Mission time
d) All the above

17. In exponential distribution,the hazard rate is

a) Exponentially increasing
b) Exponential decreasing
c) Constant
d) None of the above

18. Tree diagram indicates

a) Objectives
b) Means
c) Activities
d) All the above

19. Prioritization matrix is carried out through

a) Voting
b) Survey
c) Identifying problems
d) All the above

20. Tools that helps prioritization include

a) Histogram
b) Pareto analysis
c) Tally chart
d) None of the above
 UNIT-IV
TQM TOOLS AND TECHNIQUES II
1. Which statistical technique integrates product design and manufacturing process?
a) Tree analysis
b) Problem solving techniques
c) Quality function deployment
d) Taguchi approach

2. What is the key step in Taguchi’s approach?

a) Tolerance design
b) System design
c) Parameter design
d) Process design

3. What is PDPC?
a) A statistical tool
b) Quality improvement technique
c) Quality assurance technique
d) Statistical process control technique

4. How many control charts are normally used for statistical control of variables?
a) 1
b) 2
c) 3
d) 4

5. What is the formula for process capability index?

a) (1-K)Cp
b) (1+K)Cp
c) (1-Cp)K
d) (1+Cp)K

6. Control chart is a useful ______

a) manufacturing process
b) process monitoring technique
c) off-line quality control tool
d) part of acceptance sampling techniques

7. What is “value of a measurement that corresponds to the desired value for that quality
characteristic” called?
 a) Nominal value
b) USL value
c) LSL value
d) Original value

8. Full form of LSL is _____

a) lowest safe limit
b) largest safe limit
c) lowest specification limit
d) lowest specified limit

9. Nonconformity is described as _______

a) a client not confirming a product deal
b) a defect in manufacturing process
c) a difference from the Nominal value of a specification
d) a specific type of failure

10. What does ASQC stand for?

a) All-India Standards for Quality Control
b) Attribute Specified Quality Control
c) American Society for Quality Control
d) All-India Society for Quality

11. Phase II of control chart applications contain ____

a) Monitoring the process by comparing each sample statistic to control limits
b) Comparison of a set of data from control limits
c) Corrective action only to get data in control the process
d) Initial measurement of data

12. Quantities that can be numerically measured, can be plotted on a _____ control chart
a) X bar
b) P chart
c) C chart
d) np chart

13. A single measureable quality characteristic, such as dimension, weight, or volume, is called
____
a) Variable
b) Attribute
c) Variable and an Attribute
d) Mean and variablility
14. X chart is a ______
a) Attribute control chart
b) Variable control chart
c) Neither a variable control chart nor an attribute control chart
d) Falls in the category of both variable and attribute control charts

15. The natural variability of the process is measured by ____

a) Process mean
b) Sample standard deviation
c) Process standard deviation
d) Sample mean

16. What type of chart will be used to plot the number of defectives in the output of any process?
a) x bar chart
b) R chart
c) c chart
d) p chart

17. Measures in financial performance include

a) Total profits
b) Total turnover
c) Growth rate achieved
d) All the above

18. The voice of the customer includes

a) Customers unspoken requirements
b) Technical requirements
c) Prioritized technical requirements
d) None of the above

19. Father of QFD is

a) Deming
b) Taguchi
c) Yoji Akao
d) None of the above

20. Technical correlation matrix is

a) Relationship between HOWs
b) Relationship between WHATs
c) Prioritized technical requirements
d) None of the above
 UNIT-V
QUALITY SYSTEMS
1. What are the responsibilities of management in quality system management?
a) Frequently change responsibilities of employees for flexibility
b) Frequently change authorities for flexibility
c) Authority changes but fixed responsibility
d) Fix authority and responsibility

2. What does quality plans specify in a quality system?

a) Work instructions
b) Checklists
c) Clause to clause interpretation of work
d) All resources and their schedule

3. In how many groups, the quality system and management requirements are divided as per ISO-
9001:2000?
a) 2
b) 3
c) 4
d) 5

4. What is the purpose of ISO standards created for quality management systems?
a) To certify the process
b) To certify the quality of a product
c) To certify the quality of service
d) To certify the quantity used for product

5. When was first ISO quality system standards published?

a) 1977
b) 1989
c) 1987
d) 1981

6. According to ISO 9001, inspection and testing comes under which management responsibility?
a) Process control
b) Document control
c) Control of nonconforming products
d) Servicing

7. EMS stands for

a) Environmental management system
b) Employees management system
 c) Engineering management system
d) Equipment management system

8. The objective of ISO-9000 family of Quality management is

a) Customer satisfaction
b) Employee satisfaction
c) Skill enhancement
d) Environmental issues

9. IS9000 is a standard for

a) Product quality
b) Process quality
c) Quality management system
d) All the above

10. Quality Audit phase include

a) Planning
b) Preparation
c) Carrying out the audit
d) All the above

11. QS9000 was initiated by

a) Toyota
b) Benz
c) Ford motors
d) None of the above

12. Certification body should be selected based on their

a) Acccrediation status
b) Reputation
c) Cost and lead time
d) All the above

13. EMS certification is against

a) ISO 14000
b) ISO 14004
c) ISO 14001
d) None of the above

14. ISO 14001 suggests the following for EMS

a) Plan
b) Do
c) Check
d) All the above
15. ISO 14001 certificate will be given after
a) Audit by team sponsored by registrar
b) Internal audit
c) Audit of external experts
d) All the above

16. What is the purpose of ISO standards created for quality management systems?
a) To certify the process
b) To certify the quality of a product
c) To certify the quality of service
d) To certify the quantity used for production

17. TQM methodologies include

a) JIT
b) DOE
c) QFD
d) All the above

18. The long term objective of the organization is contained in

a) Vision
b) Mission
c) Quality policy
d) None of the above

19. The quality council is chaired by

a) TQM facilitator
b) CEO
c) All the above
d) None of the above

20. Resources include

a) Work environment
b) Infrastructure
c) Human resource
d) All the above