Total Quality Management – MGT510

Note: Choices with marked * are verified answers

Quiz no.1
Question # 1 of 15 ( Start time: 11:02:05 PM ) Total Marks: 1
In total quality perspective, quality planning, and strategic business planning are treated
as which of the following?
Different
*Consistent
Indistinguishable
Dissimilar
Question # 2 of 15 ( Start time: 11:03:13 PM ) Total Marks: 1
The marketing team of a company carried out a survey concerning expectations of the
customers from the product. What should be the product development department of the
company design?
*The product meeting requirements of the customers
The product meeting requirements of the distributors
The product meeting requirements of the management
The product meeting requirements of the shareholders
Question # 3 of 15 ( Start time: 11:04:29 PM ) Total Marks: 1
Which of the following results in low costs?
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*High productivity and high capacity utilization
Low productivity and low capacity utilization
Low productivity and high capacity utilization
High productivity and low capacity utilization
Question # 4 of 15 ( Start time: 11:05:35 PM ) Total Marks: 1
Which of the following are generally easy to detect using statistical methods, and it is
usually economical to remove them?
*Common causes
Special causes
Implicit causes
Assignable causes
Question # 5 of 15 ( Start time: 11:07:10 PM ) Total Marks: 1
Which one of the following depicts feature, which is a dimension of quality?
Product looks and sounds
Brand name and price
Bells and whistles of the product
*Ability to repair a product
Question # 6 of 15 ( Start time: 11:08:37 PM ) Total Marks: 1
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During which century, the manufacturers began to include quality processes in quality
practices?
17th century
18th century
19th century
*20th century
Question # 7 of 15 ( Start time: 11:09:47 PM ) Total Marks: 1
Which of the following models has the viewpoint that change and learning are valued in
themselves?
*Organism model
Mechanistic model
Cultural model
Total Quality model
Question # 8 of 15 ( Start time: 11:11:19 PM ) Total Marks: 1
After the war, Deming was invited to which of the following countries?
Germany
*Japan
France
China
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Question # 9 of 15 ( Start time: 11:12:46 PM ) Total Marks: 1
Which of the following statements is TRUE for the organizations focusing problemsolving and
continuous improvement?
Fail to emphasize error prevention and design quality
*Fail to focus on what is truly important to the customer
Fail to identify the best times about the situation in the past
Fail to integrate all organizational functions
Question # 10 of 15 ( Start time: 11:14:06 PM )
Total
Quality applies to which aspect(s) of the
Marks: 1
organization?
Products only
Products and services
People and product
*Products, services, and people
Question # 11 of 15 ( Start time: 11:14:38 PM ) Total Marks: 1
Which of the following statements holds true for quality assurance?
Top management's intention regarding quality
Functions determining implementation of the quality policy
*Actions to provide confidence of satisfying quality requirements
Responsibilities and processes, which implement quality management
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Question # 12 of 15 ( Start time: 11:16:08 PM ) Total Marks: 1
Which of the following models reflect horizontal processes beginning with suppliers and
ending with customers?
Organism model
Mechanistic model
Cultural model
*Total Quality model
Question # 13 of 15 ( Start time: 11:17:14 PM ) Total Marks: 1
Which of the following is concerned about quality for achievement of TQM?
The Managing Director
The Operative
The Quality Manager
*Everyone in the organization
Question # 14 of 15 ( Start time: 11:18:39 PM ) Total Marks: 1
Which one of the following depicts durability – a dimension of quality?
Exterior finish
Quality of work
*Useful life
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Ease of repair
Question # 15 of 15 ( Start time: 11:19:36 PM ) Total Marks: 1
"Not giving respect to other people’s contributions", depicts which of the following selforiented
behavior?
Diverting
Excluding
*Belittling
Blocking
Quiz No .2
which century, the manufacturers began to include quality processes in quality practices?
17th century
18th century
19th century
*20th century
In the new paradigm, managers view error as which one of the following?
A threat
A substitute
*An opportunity
An end
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Whose concepts are referred to as statistical quality control (SQC)?
*Shewhart’s
Deming’s
Juran’s
Crosby’s
In which of the following operations great deal of variations can occur?
*Manufacturing
Distribution
Purchasing
Selling
Which of the following are generally easy to detect using statistical methods, and it is
usually economical to remove them?
*Common causes
Special causes
Implicit causes
Assignable causes
Who argued that beauty could be understood only after exposure to a series of objects
that display its characteristics?
Drucker
Crosby
Deming
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*Plato
During which war, Deming taught quality control courses as part of the national defense
efforts?
World War I
*World War II
Mexican-American War
The Civil War
Which one of the following depicts feature, which is a dimension of quality?
Product looks and sounds
Brand name and price
Bells and whistles of the product
*Ability to repair a product
The majority of advertisers appeal the public on the basis of which of the following?
*Quality of product
Quality of staff
Inferiority of product
Inferiority of service
The standards for output based on quality and customer-service requirements that
originate at the organizational and process levels include requirements for all of the
following EXCEPT:
Accuracy
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Innovation
Timeliness
Turnover
"Not giving respect to other people’s contributions", depicts which of the following selforiented
behavior?
Diverting
Excluding
*Belittling
Blocking
After the war, Deming was invited to which of the following countries?
Select correct option:
Germany
*Japan
France
China
Which of the following results in low costs?
*High productivity and high capacity utilization
Low productivity and low capacity utilization
Low productivity and high capacity utilization
High productivity and low capacity utilization
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The customer value strategy may be addressed in which of the following topics?
Projects
Products
* Services
Measurement
Who developed Quality Function Deployment (QFD)?
Frederick Taylor
Joseph M. Juran
*Y. Akao
Armand Feigenbaum
TQM Quiz no 3
Question # 1 of 15 ( Start time: 12:44:29 PM ) Total Marks: 1
How the Baldrige Award recognizes the importance of total quality principles?
Through independence with overall business planning
Through a no relation with overall business planning
*Through integration with overall business planning
Through dependence with overall business planning
Question # 2 of 15 ( Start time: 12:45:33 PM ) Total Marks: 1
Which of the following models considers the goal of meeting individual needs?
Organism model
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Mechanistic model
*Cultural model
Total Quality model
Question # 3 of 15 ( Start time: 12:46:26 PM ) Total Marks: 1
All of the following are the initial considerations in the Hoshin Kanri approach to
business system change EXCEPT:
Measuring the business system as a whole
Setting core objectives of the business
Understanding the environmental situation in which the business operates
*Ceasing resources for performing activities to achieve business objectives
Question # 4 of 15 ( Start time: 12:47:48 PM ) Total Marks: 1
Who argued that beauty could be understood only after exposure to a series of
objects that display its characteristics?
Drucker
Crosby
Deming
*Plato
Question # 5 of 15 ( Start time: 12:48:17 PM ) Total Marks: 1
Which of the following statements is TRUE for ISO 9000?
*Describes the principles of a quality management system and defines the
terminology
Describes the requirements relative to a quality management system either for internal
use or for contractual or certification purposes
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Intended for internal use and not for contractual purposes, focuses particularly on
continually improving performance
Contains the guidelines for auditing quality management and/or environmental
management systems
Question # 6 of 15 ( Start time: 12:49:39 PM ) Total Marks: 1
Which of the following statements holds true for quality assurance?
Top management's intention regarding quality
Functions determining implementation of the quality policy
*Actions to provide confidence of satisfying quality requirements
Responsibilities and processes, which implement quality management
Question # 7 of 15 ( Start time: 12:51:05 PM ) Total Marks: 1
Which of the following is an answer to the Second Absolute of Quality Management
as summarized by Crosby; what system is needed to cause quality?
Conformance to requirements
*Prevention
Zero defects
Price of nonconformance
Question # 8 of 15 ( Start time: 12:52:13 PM ) Total Marks: 1
All of the following are the reasons why Total Quality Management programs are
not prolific for many companies, EXCEPT:
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TQM focuses on minimum standards
TQM develops its own cumbersome bureaucracy
TQM has no place for love and passion
*TQM focuses on customers and stakeholders
Question # 9 of 15 ( Start time: 12:53:15 PM ) Total Marks: 1
What is the other name used for Deming Cycle?
*Shewhart cycle
Product life cycle
Data life cycle management
Information life cycle management
Question # 10 of 15 ( Start time: 12:54:15 PM ) Total Marks: 1
What is necessary for a system to be effective?
*The components of any system must work together for the system
The components of any system must not work together for the system
The components of any system should not be organized for the system
The components of any system should provide disruption for the system
Question # 11 of 15 ( Start time: 12:55:08 PM ) Total Marks: 1
Which of the following is NOT the criterion under Canadian Awards for Business
Excellence?
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Leadership
*Planning for contraction
Process optimization
Supplier focus
Question # 12 of 15 ( Start time: 12:56:32 PM ) Total Marks: 1
Which of the following is true for subsystems?
These are not linked together as internal customers and suppliers
These are linked together as external customers and suppliers
These are linked together as external and internal customers and suppliers
*These are linked together as internal customers and suppliers
Question # 13 of 15 ( Start time: 12:58:00 PM ) Total Marks: 1
What is the relationship between Ishikawa and Deming?
Son and father
Nephew and uncle
*Student and teacher
Grandson and grandfather
Question # 14 of 15 ( Start time: 12:58:51 PM ) Total Marks: 1
Which of the following statements is TRUE for little q?
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*Striving for quality in a limited or specific area
Searching for specific lines of text containing a particular pattern
Matching rules encoded in a string according to certain syntax rules
Giving combination of values for the free variables
Question # 15 of 15 ( Start time: 01:00:14 PM ) Total Marks: 1
The Capability Maturity Model can help in all of the following EXCEPT:
Setting process improvement goals and priorities
Providing guidance for quality processes
Providing a yardstick for assessing current practices
Documenting procedures as to how the various processes for design operate
Quiz no ---3
Question # 1 of 15 ( Start time: 11:56:02 PM ) Total Marks: 1
The customer value strategy may be addressed in which of the following topics?
Select correct option:
Projects
Products
Services
*Measurement
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Question # 2 of 15 ( Start time: 11:57:11 PM ) Total Marks: 1
Who is known as a father of modern-day statistical quality control?
Select correct option:
*Shewhart
Deming
Juran
Crosby
Question # 3 of 15 ( Start time: 11:57:40 PM ) Total Marks: 1
Which of the following forms the basis of TQM as an organization wide process?
Select correct option:
Not using the resources of the total organization properly
Organizational flexibility and response to change
Not bound in business relationships
Not measuring continuous improvement
Question # 4 of 15 ( Start time: 11:58:54 PM ) Total Marks: 1
How should the benchmarking of individual processes as well as customer satisfaction be
employed?
Select correct option:
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As a standard tool
As a defective tool
*As an improvement tool
As an instrumental tool
Question # 5 of 15 ( Start time: 11:59:39 PM ) Total Marks: 1
Identify the example of prevention costs.
Select correct option:
*Quality planning
Re-inspection
Product recalls
Customer returns
Question # 6 of 15 ( Start time: 12:00:51 AM ) Total Marks: 1
Which of the following is NOT included in the ISO registration process?
Select correct option:
Document review by the registrar of the quality system documents or quality manual
Pre-assessment, which identifies potential noncompliance in the quality system or in the
documentation
*Review the program descriptions and select the program(s) that will enable you to
contribute more to your organization
Assessment by a team of two or three auditors of the quality system and its
documentation
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Question # 7 of 15 ( Start time: 12:02:13 AM ) Total Marks: 1
Who made some salient observations about the failure to understand the components of
Profound Knowledge?
Select correct option:
*Scholtes
Deming
Juran
Crosby
Question # 8 of 15 ( Start time: 12:02:56 AM ) Total Marks: 1
Which of the following results in low costs?
Select correct option:
*High productivity and high capacity utilization
Low productivity and low capacity utilization
Low productivity and high capacity utilization
High productivity and low capacity utilization
Question # 9 of 15 ( Start time: 12:03:47 AM ) Total Marks: 1
How can the quality be computed?
Select correct option:
Quality = Expectation/Performance
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Quality = Performance/Expectation
Quality = Performance+Expectation
Quality = Performance-Expectation
Question # 10 of 15 ( Start time: 12:05:14 AM ) Total Marks: 1
Documentation and data on existing products, are an example which of the following?
Select correct option:
External inputs
*Internal inputs
Either internal or external inputs
Neither internal nor external inputs
Question # 11 of 15 ( Start time: 12:06:19 AM ) Total Marks: 1
Which of the following focuses on results, not process, and encourages short-term
behavior?
Select correct option:
*Typical American MBO system
Typical Japanese MBO system
Typical Chinese MBO system
Uncommon Chinese MBO system
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Question # 12 of 15 ( Start time: 12:07:08 AM ) Total Marks: 1
Who developed Quality Function Deployment (QFD)?
Select correct option:
Frederick Taylor
Joseph M. Juran
*Y. Akao
Armand Feigenbaum
Question # 13 of 15 ( Start time: 12:08:06 AM ) Total Marks: 1
All of the following are the examples of appraisal costs EXCEPT:
Select correct option:
Quality measurement criteria
Quality improvement projects
Laboratory acceptance testing
Inspection and testing
Question # 14 of 15 ( Start time: 12:09:33 AM ) Total Marks: 1
In order to achieve the objectives and stimulate innovation, what the organization should
encourage?
Select correct option:
The involvement of its human resource
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The involvement of its process
The involvement of its system
The involvement of its capital
Question # 15 of 15 ( Start time: 12:10:49 AM ) Total Marks: 1
How the requirements for documentation and records may not arise?
Select correct option:
Contractual requirements from the customer or other interested parties
Acceptance of international, national, regional and industry sector standards
*Irrelevant statutory and regulatory requirements
Decisions by the organization
Quiz no 3
Question # 1 of 15 ( Start time: 12:18:45 AM ) Total Marks: 1
At which level, does the quality concern centers on meeting internal customer
requirements?
Select correct option:
Organizational level
Performer level
Process level
Production level
Question # 2 of 15 ( Start time: 12:20:12 AM ) Total Marks: 1
Who is known as a father of modern-day statistical quality control?
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Select correct option:
*Shewhart
Deming
Juran
Crosby
Question # 3 of 15 ( Start time: 12:20:43 AM ) Total Marks: 1
Which of the following is TRUE for higher costs of quality?
Select correct option:
Doing the wrong thing in the wrong way
Doing the wrong thing in the right way
Doing the right thing in the wrong way
Doing the right thing in the right way
Question # 4 of 15 ( Start time: 12:22:09 AM ) Total Marks: 1
Which of the following concepts and tools can be used to assess internal customer needs
and to communicate internal supplier capabilities?
Select correct option:
Financial
Management
*Marketing
Production
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Question # 5 of 15 ( Start time: 12:23:02 AM ) Total Marks: 1
The management representatives appointed and given authority by the senior
management are for all of the following EXCEPT:
Select correct option:
Managing
Mishandling
Evaluating
Coordinating
Question # 6 of 15 ( Start time: 12:24:20 AM ) Total Marks: 1
The management preserves the conformity of products during internal processing and
final delivery. Which of the following is included in such preservation?
Select correct option:
Handling
Abolition
Risk
Shrinking
Question # 7 of 15 ( Start time: 12:25:36 AM ) Total Marks: 1
All of the following are the basic requirements of ISO 9000 EXCEPT:
Select correct option:
A documented quality system
Consistent adherence to the documented quality system
Check to see that the plan was carried out
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Customers and processes be displeased
Question # 8 of 15 ( Start time: 12:26:50 AM ) Total Marks: 1
During 1990s, the following institution(s) began to pay increase attention to quality.
Select correct option:
Education and health care only
*Education, health care, and government
Health care and government only
Government and financial institutions only
Question # 9 of 15 ( Start time: 12:27:47 AM ) Total Marks: 1
Which one of the following depicts reliability – a dimension of quality?
Select correct option:
Bells and whistles of the product
Meeting specifications
Average time for the unit to fail
Quality of work
Question # 10 of 15 ( Start time: 12:29:07 AM ) Total Marks: 1
Which of the following models considers the goal of organizational efficiency and
performance?
Select correct option:
Organism model
*Mechanistic model
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Cultural model
Total Quality model
Question # 11 of 15 ( Start time: 12:29:56 AM ) Total Marks: 1
All of the following are the examples of external failure costs EXCEPT:
Select correct option:
Processing customer complaints
Customer returns
Warranty claims
*Quality planning
Question # 12 of 15 ( Start time: 12:30:34 AM ) Total Marks: 1
Identify the example of external failure costs.
Select correct option:
Quality planning
Re-inspection
Material review
*Customer returns
Question # 13 of 15 ( Start time: 12:31:35 AM ) Total Marks: 1
All of the following are the grounds to give birth to total quality approach EXCEPT:
Select correct option:
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Obsession with quantity
Confusion and poor leadership
One employee in charge
Political disorder
Question # 14 of 15 ( Start time: 12:32:59 AM ) Total Marks: 1
Which of the following is viewed as a Consistent Pair?
Select correct option:
ISO 9000 and ISO 9004
ISO 1987 and ISO 1992
ISO 1992 and ISO 1997
*ISO 9001 and ISO 9004
Question # 15 of 15 ( Start time: 12:33:40 AM ) Total Marks: 1
In which century, the US broke further from the European tradition and adopted a new
management approach developed by Frederick W. Taylor?
Select correct option:
17th century
18th century
*19th century
20th century
Next Quiz
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1. All of the following are the grounds to give birth to total quality approach
EXCEPT:
A. Obsession with quantity
B. Confusion and poor leadership
C. One employee in charge
D. Political disorder
2. Which of the following was developed by Motorola to improve its processes by
minimizing defects?
A. ISO 9000
B. *Six sigma
C. QS 9000
D. TQM
3. Quality applies to which aspect(s) of the organization?
A. Products only
B. Products and services
C. People and product
D. *Products, services, and people
4. Which of the following statements is TRUE about Deming’s philosophy?
A. *It is based on improving products and services by reducing uncertainty
and variability in the design and manufacturing processes
B. Quality is either or not present in the whole organization; that quality is the
responsibility of everyone in the organization
C. Increasing conformance to specifications through elimination of defects,
supported extensively by statistical tools for analysis
D. Increasing loss, for the producer, the customer, and society, associated with
increasing variability from a target value
5. Which of the following statements, in relation to system, is TRUE for people
failing to understand the components of Profound Knowledge?
A. *They see the symptoms but not the deep causes of problems
B. They do not know when expectations are realistic
C. They do not understand motivation/why people do what they do
D. They do not know how to plan and accomplish learning and improvement
6. "Problems will remain unsolved, despite their best efforts." When this will
happen?
A. When people don’t understand systems
B. When people don’t understand psychology
C. When people don’t understand variation
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D. *When people don’t understand the theory of knowledge
7. Which stage in the Shewhart Cycle implements the change on a small scale?
A. *Do stage
B. Act stage
C. Plan stage
D. Check stage
8. Which of the following s determining what to control, establishing units of
measurement so that data may be objectively evaluated?
A. Quality improvement
B. Quality planning
C. *Quality control
D. Quality process
9. All of the following steps are required for quality planning EXCEPT:
A. Determine who the customers are
B. Deploy the plans to operational levels
C. Identify customers’ needs
D. *Assess actual quality performance
10. Which of the following is an answer to the First Absolute of Quality
Management
as summarized by Crosby; what is quality?
A. *Conformance to requirements
B. Prevention
C. Zero defects
D. Price of nonconformance
Next Quiz:
Question # 1 of 15 ( Start time: 09:54:15 PM ) Total Marks: 1
Quality applies to which aspect(s) of the organization?
Select correct option:
Products only
Products and services
People and product
Products, services, and people
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Question # 2 of 15 ( Start time: 09:55:01 PM ) Total Marks: 1
Juran defines quality as “fitness for use”. This can be broken down into how many
categories?
Select correct option:
Five
*Four
Three
Two
Question # 3 of 15 ( Start time: 09:56:24 PM ) Total Marks: 1
How many maturity levels are there in the Capability Maturity Model?
Select correct option:
Four
*Five
Six
Seven
Question # 4 of 15 ( Start time: 09:57:11 PM ) Total Marks: 1
Which of the following is a unit for measuring process performance according to
traditional view of quality?
Select correct option:
Effective parts per thousand produced
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Defective parts per thousand produced
Effective parts per hundred produced
*Defective parts per hundred produced
Question # 5 of 15 ( Start time: 09:58:27 PM ) Total Marks: 1
Which of the following statements, in relation to system, is TRUE for people failing to
understand the components of Profound Knowledge?
Select correct option:
*They see the symptoms but not the deep causes of problems
They do not know when expectations are realistic
They do not understand motivation/why people do what they do
They do not know how to plan and accomplish learning and improvement
Question # 6 of 15 ( Start time: 09:59:10 PM ) Total Marks: 1
Which of the following statements, in relation to variation, is TRUE for people failing to
understand the components of Profound Knowledge?
Select correct option:
They see events as individuals’ incidents rather than the net result of many interactions
and interdependent forces
*They do not know the difference between prediction, forecasting, and guesswork
They create cynicism, demoralization, de-motivation, guilt, resentment, burnout,
craziness, and turnover
They do not understand the difference between improvement and change
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Question # 7 of 15 ( Start time: 10:00:18 PM ) Total Marks: 1
Which of the following models has a vertical chain of command?
Select correct option:
Organism model
*Mechanistic model
Cultural model
Total Quality model
Question # 8 of 15 ( Start time: 10:01:19 PM ) Total Marks: 1
What was the role of quality professionals during 1800s?
Select correct option:
Troubleshooting and the application of statistical methods
*Inspection, sorting, counting, and grading
Quality measurement, quality planning, and program design
Goal setting, education and training, and program design
Question # 9 of 15 ( Start time: 10:02:25 PM ) Total Marks: 1
All of the following are the major categories and items within each category of Canadian
Awards for Business Excellence EXCEPT:
Select correct option:
Customer focus
Distributor focus
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People focus
Supplier focus
Question # 10 of 15 ( Start time: 10:03:44 PM ) Total Marks: 1
How the Baldrige Award recognizes the importance of total quality principles?
Select correct option:
Through independence with overall business planning
Through a no relation with overall business planning
*Through integration with overall business planning
Through dependence with overall business planning
Question # 11 of 15 ( Start time: 10:04:16 PM ) Total Marks: 1
Which of the following involves determining what to control, establishing units of
measurement so that data may be objectively evaluated?
Select correct option:
Quality improvement
Quality planning
*Quality control
Quality process
Question # 12 of 15 ( Start time: 10:04:55 PM ) Total Marks: 1
After the war, Deming was invited to which of the following countries?
Select correct option:
Germany
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*Japan
France
China
Question # 13 of 15 ( Start time: 10:05:25 PM ) Total Marks: 1
Which of the following organizations has a little chance of survival?
Select correct option:
With no corporate philosophy about how to create long-term customer loyalty
With no corporate objectives about how to create long-term customer loyalty
With no mission about how to create long-term customer loyalty
*With no vision about how to create long-term customer loyalty
Question # 14 of 15 ( Start time: 10:06:47 PM ) Total Marks: 1
Who suggested that there are three categories of performance?
Select correct option:
Taguchi
Taylor
Ishikawa
*Deming
Question # 15 of 15 ( Start time: 10:07:19 PM ) Total Marks: 1
Which of the following statements holds true for quality assurance?
Select correct option:
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Top management's intention regarding quality
Functions determining implementation of the quality policy
*Actions to provide confidence of satisfying quality requirements
Responsibilities and processes, which implement quality management
Quiz No. 3 (Talha)
Question # 1 of 15 ( Start time: 11:43:33 AM ) Total Marks: 1
Which of the following statements is TRUE about Deming’s philosophy?
Select correct option:
*It is based on improving products and services by reducing uncertainty and
variability in the design and manufacturing processes
Quality is either or not present in the whole organization; that quality is the
responsibility of everyone in the organization
Increasing conformance to specifications through elimination of defects, supported
extensively by statistical tools for analysis
Increasing loss, for the producer, the customer, and society, associated with increasing
variability from a target value
Question # 2 of 15 ( Start time: 11:44:22 AM ) Total Marks: 1
All of the following are the major decision areas in supply chain management EXCEPT:
Select correct option:
Location
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*Production
Inventory
Pricing
Question # 3 of 15 ( Start time: 12:11:54 PM ) Total Marks: 1
By the mid 1970s, which markets were penetrated by the Japanese companies?
Select correct option:
*Western markets
Eastern markets
Northern markets
Southern markets
Question # 4 of 15 ( Start time: 12:12:33 PM ) Total Marks: 1
The input for management review to examine the quality management system shall
include information about all of the following EXCEPT:
Select correct option:
Status of preventive and corrective actions
Follow-up actions from previous management reviews
Changes that could affect the quality management system
*Improvement of product related to customer requirements
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Question # 5 of 15 ( Start time: 12:13:47 PM ) Total Marks: 1
Juran advocates a never-ending spiral of activities that includes all of the following
EXCEPT:
Select correct option:
Product development
*Workers
Inspection and testing
Purchasing
Question # 6 of 15 ( Start time: 12:14:42 PM ) Total Marks: 1
Which of the following statements is TRUE for little q?
Select correct option:
*Striving for quality in a limited or specific area
Searching for specific lines of text containing a particular pattern
Matching rules encoded in a string according to certain syntax rules
Giving combination of values for the free variables
Question # 7 of 15 ( Start time: 12:15:19 PM ) Total Marks: 1
Which of the following is the Total Quality Tool that is simply a graphical representation
of an outline that presents a chain of causes and effects?
Select correct option:
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Check sheet
Fishbone diagram
Scatter diagram
Pareto chart
Question # 8 of 15 ( Start time: 12:16:32 PM ) Total Marks: 1
Who found that teams are seldom fully used, and their individual members are often
complacent?
Select correct option:
Oakland and Schein
*Newall and Dale
Lehr and Cox
Juran and Schein
Question # 9 of 15 ( Start time: 12:17:14 PM ) Total Marks: 1
The customer value strategy may be addressed in which of the following topics?
Select correct option:
Projects
Products
Services
*Measurement
Question # 10 of 15 ( Start time: 12:18:10 PM ) Total Marks: 1
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Which of the following should be reviewed by the organization to identify requirements
for operations that realize products or deliver services in order to ensure compliance with
specifications?
Select correct option:
Inability to comply with contractual requirements
*Training and competence of people
Problem conception
Irrelevant statutory and regulatory requirements
Question # 11 of 15 ( Start time: 12:19:19 PM ) Total Marks: 1
Who developed Quality Function Deployment (QFD)?
Select correct option:
Frederick Taylor
Joseph M. Juran
*Y. Akao
Armand Feigenbaum
Question # 12 of 15 ( Start time: 12:20:15 PM ) Total Marks: 1
What are the ISO (International Organization for Standardization) series standards for
industries such as automobiles?
Select correct option:
ISO 9000
ISO 14000
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*QS 9000
AS 9000
Question # 13 of 15 ( Start time: 12:21:43 PM ) Total Marks: 1
Which of the following should be used as input to management review in order to ensure
that continual improvement is the driver for organizational development?
Select correct option:
*Performance information
Performance management
Ethical performance
Performance development
Question # 14 of 15 ( Start time: 12:23:02 PM ) Total Marks: 1
Which of the following are generally easy to detect using statistical methods, and it is
usually economical to remove them?
*Common causes
Special causes
Implicit causes
Assignable causes
Question # 15 of 15 ( Start time: 12:24:27 PM ) Total Marks: 1
What is the objective of a TQM system?
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Select correct option:
*Continuous improvement
Continual improvement
Business improvement
Process improvement
Next Quiz
Question # 1 of 15 ( Start time: 09:21:59 PM ) Total Marks: 1
Based in Geneva, Switzerland, International Organization for Standardization is a
consortium of the national standard bodies, which has how many countries?
More than 100
Less than 100
Less than 90
Less than 80
Question # 2 of 15 ( Start time: 09:23:27 PM ) Total Marks: 1
Which of the following is the contributor to the work method cause in the house paint
peeling cause-and-effect diagram?
Select correct option:
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Cheap solvents
Temperature
Acid rain
Paint over dirt
Question # 3 of 15 ( Start time: 09:24:28 PM ) Total Marks: 1
Which of the following concepts and tools can be used to assess internal customer needs
and to communicate internal supplier capabilities?
Select correct option:
Financial
Management
*Marketing
Production
Question # 4 of 15 ( Start time: 09:25:27 PM ) Total Marks: 1
The input for management review to examine the quality management system shall
include information about all of the following EXCEPT:
Select correct option:
Status of preventive and corrective actions
Follow-up actions from previous management reviews
Changes that could affect the quality management system
*Improvement of product related to customer requirements
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Question # 5 of 15 ( Start time: 09:26:28 PM ) Total Marks: 1
What the organization must accomplish to achieve the mission, by examination and
categorization of the impacts?
Select correct option:
Critical success factors
Key process indicators
Illegal and policy factors
The enemy indicator
Question # 6 of 15 ( Start time: 09:27:43 PM ) Total Marks: 1
Who suggested, “A quality product is one that provides performance or conformance at
an acceptable price or cost"?
Select correct option:
Crosby
Ishikawa
*Garvin
Shewhart
Question # 7 of 15 ( Start time: 09:28:29 PM ) Total Marks: 1
Marketing research carried out to know whether the particular area should be covered in
this course. What the course instructor should develop?
Select correct option:
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*The course meeting requirements of the university
The course meeting requirements of the instructor
The course meeting requirements of the students
The course meeting requirements of the bookseller
Question # 8 of 15 ( Start time: 09:30:00 PM ) Total Marks: 1
Under which perspective of the balance scorecard, would you classify the operating cost
management measurement?
Select correct option:
The customer perspective
The business process perspective
The financial perspective
The learning & growth perspective
Question # 9 of 15 ( Start time: 09:31:24 PM ) Total Marks: 1
Which of the following is the purpose of ISO 9001?
Select correct option:
*To define the minimum Quality Management System requirements needed to
achieve customer satisfaction by meeting specified product requirements
To determine metals and metalloids in airborne particulate matter by inductively coupled
plasma atomic emission spectrometry
To ensure that the IT service management processes are aligned both with the needs of
the business and with international best practice
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To evaluate ultimate aerobic biodegradability of organic compounds in aqueous medium
by determination of oxygen demand in a closed respirometer
Question # 10 of 15 ( Start time: 09:32:16 PM ) Total Marks: 1
Which of the following is a four-step quality model amongst the most widely used tools
for continuous improvement?
Select correct option:
*Deming Cycle
Juran Trilogy
Taguchi’s Loss Function
Quality Circles
Question # 11 of 15 ( Start time: 09:33:10 PM ) Total Marks: 1
What was the transcendent view of quality?
Select correct option:
Satisfying customers
Meeting needs and wants
*Innate excellence
Conformance
Question # 12 of 15 ( Start time: 09:34:18 PM ) Total Marks: 1
Which of the following focuses on results, not process, and encourages short-term
behavior?
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Select correct option:
*Typical American MBO system
Typical Japanese MBO system
Typical Chinese MBO system
Uncommon Chinese MBO system
Question # 13 of 15 ( Start time: 09:35:25 PM ) Total Marks: 1
Which of the following is NOT the category in Baldrige Award?
Select correct option:
Leadership
Business results
*Supply chain
Process management
Question # 14 of 15 ( Start time: 09:36:30 PM ) Total Marks: 1
What is the number of principles in Dr. W. Edwards Deming's quality principles?
8
10
12
*14
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Question # 15 of 15 ( Start time: 09:37:03 PM ) Total Marks: 1
Which of the following is NOT an advantage of functional structure?
Select correct option:
It provides organizations with a clear chain of command
*It enables employees to learn about customer expectations
It allows evaluating people based on clear set of responsibilities
It allows people to specialize in the aspect of the work
Quiz No. 4
Question # 1 of 15 ( Start time: 06:46:03 PM ) Total Marks: 1
Which of the following is a requirement of ISO 9000:2000?
Select correct option:
*Processes to measure and analyze customer satisfaction
An Environmental Policy to be in existence within the organization
Procedures for registration of font-related identifiers
Irregular improvement of internal process and customer satisfaction
Question # 2 of 15 ( Start time: 06:47:17 PM ) Total Marks: 1
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The management responsible for the area being audited is responsible for ensuring that
actions are taken without undue delay to eliminate detected nonconformities and their
causes. Which of the following is a follow-up activity?
Select correct option:
*The verification of the actions taken
The reporting of contradiction results
The contradiction of the actions taken
The verification of contradiction results
Question # 3 of 15 ( Start time: 06:57:48 PM ) Total Marks: 1
Which of the following total quality tools is employed in the step “plan and implement a
solution” in problem solving?
Select correct option:
4W and 1H matrix
Pareto chart
*Control chart
Scatter plot
Question # 4 of 15 ( Start time: 06:59:05 PM ) Total Marks: 1
Under which perspective of the balance scorecard, would you classify the customer
retention measurement?
Select correct option:
The customer perspective
The business process perspective
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The financial perspective
The learning & growth perspective
Question # 5 of 15 ( Start time: 06:59:42 PM ) Total Marks: 1
What was the role of quality professionals during 1950s?
Select correct option:
*Troubleshooting and the application of statistical methods
Inspection, sorting, counting, and grading
Quality measurement, quality planning, and program design
Goal setting, education and training, and program design
Question # 6 of 15 ( Start time: 07:00:46 PM ) Total Marks: 1
What is quality?
Select correct option:
*Meeting and exceeding the customer’s expectations
Adding factors to make the customer happy
The degree to which the project meets requirements
Conformance to management’s objectives
Question # 7 of 15 ( Start time: 07:01:11 PM ) Total Marks: 1
The quality initiatives focused initially on reducing defects and errors in products and
services with the help of which of the following?
Select correct option:
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*Measurement, statistics, and other problem solving tools
Measurement, statistics and cause and effect analysis
Statistics and cause and effect analysis only
Failure modes and cause and effect analysis only
Question # 8 of 15 ( Start time: 07:01:59 PM ) Total Marks: 1
Which of the following performance levels have good results and have emphasized
sustained improvement trends?
Select correct option:
Reactive approach
Stable formal system approach
Best-in-class performance
*Continual improvement emphasized
Question # 9 of 15 ( Start time: 07:02:42 PM ) Total Marks: 1
Do not permit overlong examples or irrelevant discussion. This refers to which of the
following discussion skills in meetings?
Select correct option:
Summarizing
*Managing time
Closing the discussion
Containing digression
Question # 10 of 15 ( Start time: 07:03:32 PM ) Total Marks: 1
Which of the following statements, in relation to psychology, is TRUE for people failing
to understand the components of Profound Knowledge?
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Select correct option:
*They see the symptoms but not the deep causes of problems
They do not know when expectations are realistic
They do not understand motivation/why people do what they do
They do not know how to plan and accomplish learning and improvement
Question # 11 of 15 ( Start time: 07:04:21 PM ) Total Marks: 1
Which of the following results in low costs?
Select correct option:
*High productivity and high capacity utilization
Low productivity and low capacity utilization
Low productivity and high capacity utilization
High productivity and low capacity utilization
Question # 12 of 15 ( Start time: 07:05:03 PM ) Total Marks: 1
Under which perspective of the balance scorecard, would you classify motivated
workforce measurement?
Select correct option:
The customer perspective
The business process perspective
The financial perspective
The learning & growth perspective
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Question # 13 of 15 ( Start time: 07:05:40 PM ) Total Marks: 1
Which of the following models value stability?
Select correct option:
Organism model
*Mechanistic model
Cultural model
Total Quality model
Question # 14 of 15 ( Start time: 07:06:33 PM ) Total Marks: 1
Who stressed that systems must be focused toward a purpose?
Select correct option:
Crosby
Ishikawa
Taguchi
*Deming
Question # 15 of 15 ( Start time: 07:07:58 PM ) Total Marks: 1
Which of the following leads to questioning and can be tested and validated?
Select correct option:
*Theory of knowledge
Psychology
Understanding of variation
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Appreciation for a system
Question # 1 of 15 ( Start time: 07:10:06 PM ) Total Marks: 1
Which of the following statements, in relation to variation, is TRUE for people failing to
understand the components of Profound Knowledge?
Select correct option:
They see events as individuals’ incidents rather than the net result of many interactions
and interdependent forces
*They do not know the difference between prediction, forecasting, and guesswork
They create cynicism, demoralization, de-motivation, guilt, resentment, burnout,
craziness, and turnover
They do not understand the difference between improvement and change
Question # 2 of 15 ( Start time: 07:11:25 PM ) Total Marks: 1
Which of the following represent short-term perspectives and do not encourage long-term
improvement as stated by Deming?
Select correct option:
*Numerical quotas
Constitutional quotas
Political party quotas
Mechanical quotas
Question # 3 of 15 ( Start time: 07:12:41 PM ) Total Marks: 1
All of the followings are true for zero defects concept EXCEPT:
Select correct option:
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A performance standard for management
A standard of the craftsperson regardless of his or her assignment
A tool of management to communicate to do things right the first time
A motivational, widely understood and accepted program
Question # 4 of 15 ( Start time: 07:14:02 PM ) Total Marks: 1
Who suggested, “A quality product is one that provides performance or conformance at
an acceptable price or cost"?
Select correct option:
Crosby
Ishikawa
*Garvin
Shewhart
Question # 5 of 15 ( Start time: 07:14:35 PM ) Total Marks: 1
Which of the following tools plots the relationship of one numeric variable to another on
a horizontal and vertical axis and determines the degree of dependency or
interdependency of those variables?
Select correct option:
*Scatter diagram
Check sheet
Fishbone diagram
Pareto chart
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Question # 6 of 15 ( Start time: 07:15:52 PM ) Total Marks: 1
Who warned against the use of extrinsic controls that compel behavioral changes in
people when rewards and incentive programs are seldom shifted to favor quality
improvement?
Select correct option:
Oakland
Schein
*Cox
Dale
Question # 7 of 15 ( Start time: 07:16:38 PM ) Total Marks: 1
How many maturity levels are there in the Capability Maturity Model?
Select correct option:
Four
*Five
Six
Seven
Question # 8 of 15 ( Start time: 07:17:11 PM ) Total Marks: 1
Which one of the following depicts aesthetics, which is a dimension of quality?
Select correct option:
*Exterior finish
Quality of work
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Ranking first
Ease of repair
Question # 9 of 15 ( Start time: 07:18:28 PM ) Total Marks: 1
Which of the following firms solely owns the entire material flow and each channel
member operates independently?
Select correct option:
Horizontal integrated firms
Backward vertical integrated firms
Vertical integrated firms
Conglomerate integrated firms
Quiz Start Time: 07:10 PM Time Left 85
sec(s)
Question # 10 of 15 ( Start time: 07:19:52 PM ) Total Marks: 1
Which of the following is NOT the deadly disease according to Deming?
Select correct option:
Excessive medical costs
*Excessive transportation costs
Lack of constancy of purpose
Mobility of management
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Question # 11 of 15 ( Start time: 07:21:21 PM ) Total Marks: 1
Which stage in the Shewhart Cycle uses data and facts to analyze the results of the
change?
Select correct option:
Do stage
Act stage
Plan stage
*Check stage
Question # 12 of 15 ( Start time: 07:21:54 PM ) Total Marks: 1
Why product-based definitions of quality suit engineers?
Select correct option:
They are concerned with designing of the products
They can judge quality
They can reduce specific standards
*They are concerned with translating product requirements into specific
components and physical dimensions thereby produced
Question # 13 of 15 ( Start time: 07:23:08 PM ) Total Marks: 1
All of the following are the elements of a TQM system EXCEPT:
Select correct option:
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Leadership
Communications
Measurement
*Detentions
Question # 14 of 15 ( Start time: 07:24:03 PM ) Total Marks: 1
Which of the following is the contributor to the equipment cause in the house paint
peeling cause-and-effect diagram?
Select correct option:
Cheap solvents
Temperature
Bad brush bristle
Paint over dirt
Question # 15 of 15 ( Start time: 07:24:24 PM ) Total Marks: 1
Which of the following is viewed as a Consistent Pair?
Select correct option:
ISO 9000 and ISO 9004
ISO 1987 and ISO 1992
ISO 1992 and ISO 1997
*ISO 9001 and ISO 9004
Question # 1 of 15 ( Start time: 07:17:17 PM ) Total Marks: 1
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All of the following are the objectives achieved simultaneously for the sustained growth
to be recognized EXCEPT:
Select correct option:
Customer satisfaction
Effective leadership
Effective human resources
Integration with the supplier base
Question # 2 of 15 ( Start time: 07:18:10 PM ) Total Marks: 1
Some organizations emphasizes the use of quality tools but failed to do which of the
following?
Select correct option:
Focus on what is truly important to the distributors
*Incorporate continuous improvement efforts
Make fundamental changes in their processes and culture
Focus on what is truly important to the customer
Question # 3 of 15 ( Start time: 07:18:53 PM ) Total Marks: 1
Which of the following tools has a weakness that it does not tell whether the variation is
the result of special causes or common causes?
Select correct option:
Histogram
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Check sheet
Pareto chart
Run chart
All of the following are Juran’s basic steps to progress EXCEPT:
Select correct option:
Achieve structured improvements on a continual basis combined with dedication and a
sense of urgency
Establish an extensive training program
*Establish an extensive marketing program
Establish commitment and leadership on the part of higher management
Question # 5 of 15 ( Start time: 07:20:14 PM ) Total Marks: 1
Which of the following statements, in relation to theory of knowledge, is TRUE for
people failing to understand the components of Profound Knowledge?
Select correct option:
They see events as individuals’ incidents rather than the net result of many interactions
and interdependent forces
*They do not know the difference between prediction, forecasting, and guesswork
They create cynicism, demoralization, de-motivation, guilt, resentment, burnout,
craziness, and turnover
They do not understand the difference between improvement and change
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Question # 6 of 15 ( Start time: 07:21:09 PM ) Total Marks: 1
Which of the following performance levels is a systematic process-based approach, early
stage of systematic improvements?
Select correct option:
No formal approach
Reactive approach
*Stable formal system approach
Best-in-class performance
Question # 7 of 15 ( Start time: 07:21:47 PM ) Total Marks: 1
In creative problem solving, which of the following refers to brainstorming?
Select correct option:
Mess Finding
Fact Finding
Problem Finding
Idea Finding
Question # 9 of 15 ( Start time: 07:22:33 PM ) Total Marks: 1
Which of the following describes a complete data set?
Select correct option:
Measures of dispersion
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Measures of central tendency
Deductive statistics
Inductive statistics
Question # 10 of 15 ( Start time: 07:22:59 PM ) Total Marks: 1
Which of the following tools represents the entire process at a high or detailed
(depending on your use) level of observation, allowing analysis and optimization of
workflow?
Select correct option:
Check sheet
Pareto diagram
Flow chart
Histogram
Question # 11 of 15 ( Start time: 07:23:33 PM ) Total Marks: 1
Which of the following is NOT the characteristic of the organizations operating
according to the principles of quality management?
Select correct option:
A total commitment to continually increasing value for customers, investors, and
employees
A firm understanding that market driven means that quality is defined by customers, not
the company
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A commitment to leading people with a bias for broken improvement and
miscommunication
*A commitment to fundamental improvement through knowledge, skills, problem
solving, and teamwork
Question # 12 of 15 ( Start time: 07:24:12 PM ) Total Marks: 1
Ahmad has organized a manual data collection in such a way as to be easily used,
understood and analyzed automatically. Which of the following Ahmad has prepared?
Select correct option:
Check sheet
Pareto diagram
Flow chart
Histogram
Question # 13 of 15 ( Start time: 07:24:53 PM ) Total Marks: 1
Which of the following is TRUE for design and development outputs under ISO
9001:2000 - Quality Management Systems ?
Select correct option:
It Identifies of and corrects against potential conformance
It is used where excess in product will only be apparent in use
It is Insignificance and concealment of significant features of the processes
*It meets the input requirements for design and development
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Question # 14 of 15 ( Start time: 07:25:26 PM ) Total Marks: 1
What is the purpose of the Control Chart?
Select correct option:
*To indicate variations, trends, and the amount of change from one time period to
another
To show where to apply resources by revealing the significant few from the trivial many
To provide a scientific approach to gathering information to improve the validity of
decisions and interventions
To monitor effects of the variables on the difference between target and actual
performance
Question # 15 of 15 ( Start time: 07:25:52 PM ) Total Marks: 1
Which of the following is the contributor to the work method cause in the house paint
peeling cause-and-effect diagram?
Select correct option:
Cheap solvents
Temperature
Acid rain
Paint over dirt
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1. Match the following:

a) Quality is everyone's responsibility. 1) J.M. Juran
b) Quality means conformance to requirements 2) ISO 9000
c) Quality is fitness for use. 3) Edwards Deming
d) Quality is the degree to which a set of inherent characteristics fulfills
requirements.
4) Philip B. Crosby
Answers:
A. a-3, b-4, c-2, d-1
B. a-2, b-4, c-1, d-3
C. a-2, b-4, c-3, d-1
D. a-3, b-4, c-1, d-2
1
Q1
8/15/2014
From the figure displayed below, identify the curves:
A. 1- Costs of prevention, 2- Total quality costs, 3- Failure costs
B. 1- Failure costs, 2-Total quality costs, 3- Costs of appraisal plus prevention
C. 1- Total quality costs, 2- Failure costs, 3- Costs of appraisal plus prevention
D. 1- Total quality costs, 2- Failure costs, 3- Costs of appraisal
2
Q2
8/15/2014
3. Identify the odd one:
a) Complaint adjustment expense
b) Warranty charges
c) Rework cost
d) Cost associated with receipt and replacement of
returned defective product.
3
Q3
8/15/2014
4. “Yield losses” belongs to which among the four core
categories of cost of quality?
A. Appraisal Costs
B. Prevention Costs.
C. External Failure Costs
D. Internal Failure Costs
4
Q4
8/15/2014
5. Identify the odd one:
a) Cost incurred in testing and inspection
b) Training cost
c) Supplier quality evaluation cost
d) Cost of New-products review
5
Q5
8/15/2014
6. A paper mill supplies a corrugated container manufacturer with Kraft paper.
The
corrugated container manufacturer uses Kraft paper to manufacture corrugated
shipping containers that are then sold to a cereal manufacturer. Which of the
following is true?
A. The corrugated container manufacturer is an internal customer to the cereal
manufacturer.
B. The corrugated container manufacturer is an external customer to the paper mill.
C. Both the paper mill and corrugated container manufacturer are internal customers to
the cereal manufacturer.
D. There are no external customers.
6
Q6
8/15/2014
7. David Garvin categorized quality into 5 different approaches: the
transcendent, the manufacturing-based, the user based, the product
based and the value based. Making sure a product or service is "fit for
its purpose" is which kind of approach?
A. Transcendent
B. User-based
C. Product based
D. Manufacturing-based
7
Q7
8/15/2014
8. Which of the following would not normally be considered as a
‘costs of quality’?
A. Supplier quality evaluation cost
B. Downgrading cost
C. Warranty costs
D. Research and development costs
E. Quality planning cost
F. Inspection costs
8
Q8
8/15/2014
9. Match the examples to costs of quality.
1) Re-inspection and investigation a. prevention costs
2) Handling of returned items b. internal failure cost
3) Quality audits c. external failure cost
4) Identification of customers' quality requirements d. appraisal cost
Answers:
A. 1-b,2-c,3-a,4-d
B. 1-c,2-b,3-d,4-a
C. 1-b,2-c,3-d,4-a
D. 1-a,2-c,3-d,4-b
9
Q9
8/15/2014
10. Which of these statements are true?
a. “Big Q” focuses on those processes directly related to the manufacture of
goods
b. Dr. Edward Deming coined the term “Big Q”
c. “Little Q” applies to all industries; manufacturing, services, government, etc.,
whether for
profit or not.
d. “Big Q” is performance to specifications, i.e. the approach that is dominant in
Six Sigma and
ISO 9000.
Answers:
A. a, c, d
B. only b
C. a and b
D. none of the above
E. all of the above
10
Q10
8/15/2014
11. The concepts of quality planning, quality control, quality improvement
known as ‘Trilogy of quality’ was introduced by ………………….
A. Philip B. Crosby
B. Edward Deming
C. A. Shewhart
D. Dr. Juran
E. Taguchi
11
Q11
8/15/2014
12. Costs of keeping measuring instruments and equipments in
calibration can be categorized under which of the following categories of
cost of quality?
A. Prevention Costs
B. Appraisal Costs
C. External Failure Costs
D. Internal Failure Costs
12
Q12
8/15/2014
13. Identify the odd one among the list of items given below:
A. Potential lost sales
B. Cost incurred in maintaining extra capacity
C. Premium freight cost
D. Cost incurred in testing products in stock to evaluate degradation.
E. Loss of good will
13
Q13
8/15/2014
14. Attainment of quality requires the performance of a wide variety
of identifiable activities or quality tasks. The entire collection of
these activities performed to achieve fitness for purpose is known
as……………………………
A. Quality improvement
B. Quality deployment
C. Quality control
D. Quality function
E. Quality Assurance
14
Q14
8/15/2014
From the below given figure of optimum quality cost model, Identify the values of a, b, c,
d, e, f
(given in red color font in the picture).
A. a=70%, b=10%, c=30%, d=10%, e=60%, f=30%
B. a=80%, b=10%, c=30%, d=10%, e=60%, f=20%
C. a=80%, b=10%, c=20%, d=10%, e=60%, f=40%
D. a=70%, b=10%, c=50%, d=10%, e=40%, f=50%
Q15
8/15/2014 15
16. Which of these below mentioned items can be included under the ‘hidden cost
of
quality’.
a. Lost sales
b. Incorrect orders shipped
c. Extra process capacity
d. Loss of goodwill
e. Customer returns
Answers:
A. all of the above items
B. only a and b
C. only c, d and e
D. all except c
E. all except e
16
Q16
8/15/2014
17. Product features and freedom from deficiencies are two major components of
quality. Keeping this
in mind, analyze the following statements and find out which of these statements are not
true.
A: Product features have a major effect on sales income.
B: Product features refers to quality of conformance
C: Freedom from deficiencies has a major effect on cost.
D: Freedom from deficiencies refers to quality of design
Answers:
A. Only A and B are true
B. All of the above statements are true
C. Only A and C are true
D. None of the above statements are true
17
Q17
8/15/2014
18. Which of the below mentioned items can be grouped under ‘product features
in service
industries’?
a. Accuracy
b. Timeliness
c. Friendliness and courtesy
d. Durability
e. Esthetics
Answers:
A. all the items
B. all except ‘e’
C. a, b, c, e
D. a, b, c, d
E. none of the items
18
Q18
8/15/2014
19. Quality is most difficult to measure and analyze under which of
the following definitions /approaches?
A. Product-based view
B. User-based view
C. Transcendent view
D. Value-based view
19
Q19
8/15/2014
The model below shows the relationship between quality and Return on
Investment. Some items are missing, select the
most appropriate answer from the choice given below to complete the diagram.
A. A- cost, B- share, C-throughput, D- income
B. A- sales, B- cost , C-throughput, D- share
C. A- income, B- share, C- Warranty, D- Cost
D. A- sales, B- share, C- Warranty, D- Cost
Q20
8/15/2014 20
21. Quality aims at satisfying both internal and external customers. Which of the
following can be considered as customers of the higher education system:
A. Government regulatory bodies
B. Parents
C. Students
D. All of the above
21
Q21
8/15/2014
22. According to Juran, there are two views of quality, internal and external.
Which of
these below mentioned statements supports internal view of quality?
a. Using customer based quality measures
b. Viewing quality as a business issue
c. Viewing quality as a technical issue
d. Compare product to specification
e. Focus on preventing plant and field defects.
Answers:
A. All except c
B. c, d and e
C. only a and b
D. a, b and e
E. all except b
22
Q22
8/15/2014
23. A consumer purchases a generic product at a cost of 5$ instead of a branded
product that sells for 7$.the consumer feels that there is no difference between
the
two products. This scenario illustrates which of the following definitions of
quality?
A. Manufacturing based
B. Value based
C. User based
D. Product based
E. none of the above
23
Q23
8/15/2014
24. The various definitions of quality do NOT include:
A. The value-based approach
B. The transcendent approach
C. The minimum specification approach
D. The manufacturing-based approach
24
Q24
8/15/2014
25. Which of these statements are not true:
A. Prior to world war 2nd Japanese products were perceived as poor in quality.
B. ‘Prevention cost’ is inversely proportional to the sum of failure costs and
appraisal costs.
C. There is always a tradeoff between quality and cost.
D. Higher grade implies higher quality.
Answers:
A. all statements are true
B. none of the above are true
C. only a and b are true
D. only a is true
E. only b and d are true
25
Q25
8/15/2014
26. According to Juran, anyone is a customer of a product or service if that
person
A. purchases it
B. uses it
C. is affected by it
D. produces it
26
Q26
8/15/2014
27. Attributes and variables data are best described as which of
the following?
Attributes Variables
(A) Counted values Measured values
(B) Counted values Visual features
(C) Measured values Counted values
(D) Visual features Counted values
27
Q27
8/15/2014
28. In a manufacturing company, the machine shop is what kind ofa
customer in relation to the human resource department?
A. Intermediate
B. Hidden
C. External
D. Internal
28
Q28
8/15/2014
29. Which of the following is the final step in the Quality Trilogy?
A. Quality control
B. Quality planning
C. Quality documentation
D. Quality improvement
29
Q29
8/15/2014
30. Which of the following would be considered an appraisal cost of
quality?
A. Training workers to perform their jobs
B. Purchasing better tools for workers to perform their jobs
C. Repairing an item under the warranty
D. Running a functional test on each item before it is boxed for
shipment
30
Q30
8/15/2014

(THE CORRECT ANSWERS ARE IN BOLD INDICATED)

1. Zero defects in manufacturing is

a. is a relevant goal only in electronic assembly

b. is readily achievable in all areas
c. is the goal of TQM
d. is an unobtainable and misleading idea

2. According to the manufacturing-based definition of quality

a. quality is the degree of excellence at an acceptable price and the control of variability at
an acceptable cost
b. quality depends on how well the product fits patterns of consumer preferences
c. even though quality cannot be defined, you know what it is
d. quality is the degree to which a specific product conforms to standards

3. The supply chain concept originated in what discipline?

a) marketing
b) operations
c) logistics
d) production
4. "Quality is defined by the customer" is :

a) An unrealistic definition of quality

b) A user-based definition of quality
c) A manufacturing-based definition of quality
d) A product-based definition of quality

5. The supply chain management philosophy emerged in which decade?

a) 1960s
b) 1970‟s
c) 1980s
d) 1990s
6. A ____________ encompasses all activities associated with the flow and transformation of
goods from the raw material stage, through to the end user, as well as the associated information
flows.

a) production line
b) supply chain
c) marketing channel
d) warehouse
7. Which one of the following is not a typical question dealt with by an operations managers?

a) How much capacity will be needed in the months ahead?

b) What is a satisfactory location for a new facility?
c) How to motivate employees?
d) All are typical of operations decisions.
8. Which of the following are not key attributes of supply chain management?

a) inventory control
b) leveraging technology
c) customer power
d) all are key attributes
9. Positive, long-term relationships between supply chain participants refer to:

a) Co-opetitions
b) tailored logistics
c) partnerships
d) supply chain management
10. Which one of the following best represents a pure good?

a) Soap
b) Fast food
c) Attending a play
d) Vehicle repair
11. Which of the following statements is true of LEAN?
 a) Lean principles focus on advanced statistical methods
b) Lean principles are separate body of knowledge
c) Lean principles have been developed over a lengthy period of time.
d) Lean principles include reducing waste.
12. The bullwhip effect:

a) is an ineffective way to motivate warehouse employees

b) applies to rodeos and has nothing to do with supply chain management
c) refers to the “swaying” motion associated with triple trailers
d) Refers to variability in demand orders among supply chain participants.
13. According to the manufacturing-based definition of quality

a) "quality is the degree of excellence at an acceptable price and the control of variability at
an acceptable cost"
b) quality depends on how well the product fits patterns of consumer preferences
c) even though quality cannot be defined, you know what it is
d) quality is the degree to which a specific product conforms to standards
14. The variability in demand orders among supply chain participants:

a) cannot be controlled
b) refers to the bullwhip effect
c) can be controlled with electronic order placement
d) is more pronounced in relational exchanges

15. Product layout is preferably used for:

a) Repetitive processing
b) Intermittent processing
c) Both (a) and (b)
d) Neither (a) nor (b)

16. Cooperative supply chain relationships developed to enhance the overall business
performance of both parties is a definition of:

a) third-party logistics
b) supply chain collaboration
c) dovetailing
d) relationship marketing
17. Process improvement technique that sorts the "vital few" from the "trivial many" is

a) Taguchi analysis
b) Pareto analysis
c) benchmarking
d) Yamaguchi analysis
18. A fishbone diagram is also known as a
 a) cause-and-effect diagram
b) poka-yoke diagram
c) Kaizen diagram
d) Taguchi diagram
19. Which of the following functions is not a core function of an organisation?

a) The Product/Service Dev.Function

b) The Operations Function
c) The Marketing ( Including Sales ) Function
d) The accounting and finance function
20. What is a perfect order?

a) simultaneous achievement of relevant customer metrics

b) an order that arrives on time
c) an order that arrives undamaged
d) an order that is easy for the receiver to fill
21. Total Quality Management emphasizes

a) the responsibility of the Quality Control staff to identify and solve all quality-related
problems
b) A commitment to quality that goes beyond internal company issues to suppliers and
customers
c) A system where strong managers are the only decision makers
d) A process where mostly statisticians get involved
22. "Quality is defined by the customer" is

a) an unrealistic definition of quality

b) a user-based definition of quality
c) a manufacturing-based definition of quality
d) a product-based definition of quality
e) the definition proposed by the American Society for Quality Control
23. Which of the following is not one of the major categories of costs associated with quality?

a) prevention costs
b) appraisal costs
c) internal failures
d) none of the above, they are all major categories of costs associated with quality
24. According to the manufacturing-based definition of quality,

a) quality is the degree of excellence at an acceptable price and the control of variability at
an acceptable cost
b) quality depends on how well the product fits patterns of consumer preferences
c) even though quality cannot be defined, you know what it is
d) quality is the degree to which a specific product conforms to standards
25. An important feature of supply chain management is its application of electronic commerce
technology that allows companies to share and operate systems for:
 a. Order processing, transportation scheduling, and inventory management
b. cost-effective flowing of raw materials
c. future purchasing of computer systems
d. future merger opportunities
26. Lean production involves

a. Elimination of cost only

b. Improvement of quality only
c. Improvement of speed only
d. Elimination of all types of waste
27. All of the following costs are likely to decrease as a result of better quality except

a. customer dissatisfaction costs

b. maintenance costs
c. scrap costs
d. warranty and service costs
28. Inspection, scrap, and repair are examples of

a. internal costs
b. external costs
c. costs of dissatisfaction
d. societal costs
29. Which of the following activities is not a direct responsibility of operations management?

a. Determining the exact mix of products and services that the customers will want
b. Designing the operation's products,services and processes
c. Developing an operations strategy for the operations
d. Planning and controlling the operation
30. Total Quality Management emphasizes

a. the responsibility of the Quality Control staff to identify and solve all quality-related
problems
b. a commitment to quality that goes beyond internal company issues to suppliers and
customers
c. a system where strong managers are the only decision makers
d. a process where mostly statisticians get involved
31. A successful TQM program incorporates all of the following except

a. continuous improvement
b. employment involvement
c. benchmarking
d. centralized decision making authority
32. Which of the following would not be normally considered as a key feature of Operations
Management?

a. Operations is the part of an organisation which creates wealth through the management of
the transformation process
 b. World class Operations can give an organisation competitive advantage
c. Most new technology is implemented in Operations areas
d. Operations is the area of a business where most people work
33. "Kaizen" is a Japanese term meaning

a. a foolproof mechanism
b. Just-in-time (JIT)
c. a fishbone diagram
d. continuous improvement
34. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the

a. Taguchi Loss Function

b. Pareto Chart
c. ISO 9000 Quality Cost Calculator
d. Process Chart
35. A quality loss function utilizes all of the following costs except

a. the cost of scrap and repair

b. the cost of customer dissatisfaction
c. inspection, warranty, and service costs
d. sales costs
e. costs to society
36. Which of the following is the least likely decision to be made by Operations Managers?

a. Selecting the location and layout of a facility

b. Deciding which market areas to manufacture products for
c. How much capacity is required to balance demand
d. Designing and improving the jobs of the workforce
37. Pareto charts are used to

a. identify inspection points in a process

b. outline production schedules
c. organize errors, problems or defects
d. show material flow
38. Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of
events through which a product travels is a

a. Pareto chart
b. Flow chart
c. check sheet
d. Taguchi map
39. Which one of the following would not generally be considered an aspect of operations
management?

a. Work methods
b. Secure financial resources
c. Maintain quality
 d. Product or service design
40. Which one of the following is not a typical question dealt with by an operations managers?

a. How much capacity will be needed in the months ahead?

b. What is a satisfactory location for a new facility?
c. How to motivate employees?
d. All are typical of operations decisions.
41. A worker operates a shear press. She notices that the metal sheets she is cutting have curled
edges. Who should get the first "shot" at solving the problem?

a. the foreman
b. a member of the Quality Control department
c. the operator herself
d. the employee's supervisor
42. Which of the following is not a key activity of an operations manager?

a. Understanding the needs of customer

b. Continually learning
c. Managing cash flows
d. Exploiting technology to produce goods and services

43. A recent consumer survey conducted for a car dealership indicates that, when buying a car,
customers are primarily concerned with the salesperson's ability to explain the car's features, the
salesperson's friendliness, and the dealer's honesty. The dealership should be especially
concerned with which dimensions of service quality?

a. communication, courtesy, and credibility

b. competence, courtesy, and security
c. competence, responsiveness, and reliability
d. communication, responsiveness, and reliability
44. Which one of the following best represents a pure service?

a. Bank loans
b. Computer diagnosis and repair
c. Attending a theatre play
d. Fast food restaurant
45. Which one of the following best represents a pure good?

a. Salt
b. Fast food
c. Attending a play
d. Vehicle repair
46. Which one of the following would not generally be considered an aspect of operations
management?

a. Schedule work
 b. Secure financial resources
c. Maintain quality
d. Oversee the transformation process
47. Which one of these was not mentioned in the list of recent trends in operations management?

a. Total quality management

b. Worker involvement
c. Global competition.
d. Automation.
48. Which came last in the development of manufacturing techniques?

a. Lean production.
b. Division of labor.
c. Mass production.
d. Craft production.
49. Which function typically employs more people than any other functional area?

a. Information System
b. Operations
c. Marketing
d. Finance
50. Which of the following is not a type of operations?

a. Goods production
b. storage/transportation
c. entertainment
d. price reduction
51. Which of the following is not true about a lean production system?

a. It puts emphasis on quality, flexibility, and time reduction.

b. It puts emphasis on reducing a company's labor force.
c. It is involved in maintaining and improving the system with lower amounts of inventory.
d. It relies on buffers against unforeseen occurrences.
52. The inputs to a transformation process include all of the following except

a. Material
b. People
c. Information
d. Assembly
53. ____ is an example of a pure good.

a. Restaurant
b. Dentist
c. Coal Mining
d. Education
54. Which one of the following is not a typical question dealt with by an operations manager?
 a. How much capacity will be needed in the months ahead?
b. What is a satisfactory location for a new facility?
c. Which products/services should be offered?
d. All are typical of operations decisions.
55. Which one does not use operations management?

a. A CPA firm.
b. A bank.
c. A hospital
d. They all use it.
56.Zero defects in manufacturing

a. is an unobtainable and misleading ideal

b. is the goal of TQM
c. is readily achievable in all areas
d. is a relevant goal only in electronic assembly
57. Which one is not generally considered an advantage of using models for decision-making?

a. Providing a systematic approach to problem solving.

b. Emphasizing quantitative information.
c. Providing an exact representation of reality.
d. Requiring users to be specific about objectives.
58. ”Quality is conformance to specifications”-This definition of quality is from point of view of

a. Customer
b. Manufacturer
c. Quality Circle Forum
d. TQM
59. Which came last in the development of manufacturing techniques?

a. Lean production.
b. Division of labor.
c. Mass production.
d. Interchangeable parts.
60. The goal of Total Quality Management is:

a. Customer satisfaction
b. Product differentiation
c. Brand equity
d. Acting globally

61. Which of the following is not a typical supply chain member?

a. Retailer‟s Creditor
b. Wholesaler
c. Producer
 d. Customer

62. Quality is both quantitative and

a. Supportive
b. Qualitative
c. Measurable
d. Conclusive

63. When suppliers, distributors, and customers partner with each other to improve the
performance of the entire system, they are participating in a ________

a. Channel Of Distribution
b. Value Delivery Network
c. Supply Chain
d. Supply And Demand Chain

64. A company's channel decisions directly affect every ________.

a. customer's choices
b. employee in the channel
c. channel member
d. Marketing decision.
65. From the economic system's point of view, the role of marketing intermediaries is to
transform the assortment of products made by producers into the assortment of products wanted
by ________ Channel members.

a. manufacturers
b. marketers
c. distributors
d. consumers
66. Intermediaries play an important role in matching ________.

a. dealer with customer

b. manufacturer to product
c. information and promotion
d. supply and demand
67. Marketing logistics involves getting the right product to the right customer in the right place
at the right time. Which one of the following is not included in this process?

a. implementing the plan for the flow of goods and services

b. planning the physical flow of goods and services
c. controlling the physical flow of goods, services, and information
d. gathering customer's ideas for new products
68. Raw materials and specialised services procured are converted into useful service offerings
and finaly distributed to customers in following Industry

a. Hotel
b. Cement
c. Sugar
d. Refinery
69. Which of the following is not an area of responsibility for a logistics manager?

a. inventory
b. purchasing
c. warehousing
d. marketing
70. To reduce inventory management costs, many companies use a system called ________,
which involves carrying only small inventories of parts or merchandise, often only enough for a
few days of operation.

a. reduction-inventory management
b. supply chain management
c. economic order quantity
d. just-in-time logistics
e. limited inventory logistics
71. A Supply Chain includes the chain of entities involved in the
planning,procurement,production and ------------- of products and services

a. Distribution
b. Supply
c. Demand
d. Transport
72. In a SC,Material flows in one direction while _________from in both direction

a. Process
b. Information
c. Product
d. Semifinished Goods
73. Companies manage their supply chains through ________.

a. information
b. transportation modes
c. competitors
d. the Internet
e. skilled operators
74. Julie Newmar recognizes that her company needs to provide better customer service and trim
distribution costs through teamwork, both inside the company and among all the marketing
channel organizations. Julie will begin the practice of ________.
 a. intermediation
b. customer relationship management
c. supply chain management
d. horizontal marketing system management
75. There are four generic processes involved in any SCM-Planning for operations,Sourcing
decisions,Manufacturing related activities and

a. Purchase
b. Inventory
c. Information
d. Distribution
76. Lean production involves

a. Improvement of speed only

b. Improvement of quality only
c. Elimination of all types of waste
d. Elimination of cost only
77. Today, a growing number of firms now outsource some or all of their logistics to ________
intermediaries.

a. competitors
b. third-party logistics providers
c. channel members
d. cross-functional teams
78. Most operations produce a mixture of both products and services. Which of the following
businesses are closest to producing “pure” services?

a. Counsellor/Therapist
b. Restaurant
c. IT company
d. Steel company
79. If a sample of parts is measured and the mean of the measurements is outside the control
limits the process is

1. in control, but not capable of producing within the established control limits
2. out of control and the process should be investigated for assignable variation
3. within the established control limits with only natural causes of variation
4. monitored closely to see if the next sample mean will also fall outside the control limits
80. A quality circle holds a brainstorming session and attempts to identify the factors responsible
for flaws in a product. Which tool do you suggest they use to organize their findings?

1. Ishikawa diagram
2. Pareto chart
3. process chart
4. control charts
81. When a sample measurement falls inside the control limits, it means that
 1. each unit manufactured is good enough to sell
2. the process limits cannot be determined statistically
3. the process output exceeds the requirements
4. if there is no other pattern in the samples, the process is in control
82. Which of the following statements is true of LEAN?

1. Lean principles focus on advanced statistical methods

2. Lean principles are separate body of knowledge
3. Lean principles have been developed over a lengthy period of time.
4. Lean principles include reducing waste.
83. Which one does not use operations management?

1. Supermarket
2. Bank
3. Hospital
4. They all use it.
84. The trend in organizations is to place the SCM function:

1. Under the manufacturing function

2. Under the finance function
3. Under the engineering function
4. At the same level as the other major functions
85. Which of the following is NOT a factor affecting the supply chain?

1. Reduced number of suppliers

2. Increased competition
3. Longer product life cycles
4. Increased opportunities to strategically use technology
86. If two potential suppliers can deliver a part with the same quality and prices, the selection
should be based on:

1. Age of the firms

2. A coin flip
3. Outside evaluation
4. The capabilities and flexibilities of the firms
87. Just-in-time/SCM purchasing requires the following condition:

1. Many suppliers
2. Short-term contracts
3. Cooperation between purchasing and suppliers
4. Continuous competitive bidding
88. The amount of inventory kept at each stock point in a warehouse network is usually based
on:

1. Minimizing transportation costs

2. Constant demand
3. Tradeoffs between warehousing, inventory, and transportation costs
 4. Product pricing strategy
89. Which of the following is true regarding control charts?

1. Values above the upper and lower control limits indicate points out of adjustment.
2. Control charts are built so that new data can be quickly compared to past performance
data.
3. Control charts graphically present data.
4. All of the above are true.
90. The goal of inspection is to

1. detect a bad process immediately

2. add value to a product or service
3. correct deficiencies in products
4. correct system deficiencies
91. Which of the following is not a typical inspection point?

upon receipt of goods from your supplier

1. during the production process

2. before the product is shipped to the customer
3. at the supplier's plant while the supplier is producing
4. after a costly process
92. What name is often given to the Japanese „total approach‟ to removing anything that does
not add value to the final product?

1. Jobbing processes
2. Lean production processes
3. Continuous processes.
4. Batch processes.
93. Lean production involves

1. Improvement of quality only

2. Elimination of cost only
3. Elimination of all types of waste
4. Improvement of speed only
94. The most common form of quality control includes:

1. Planning
2. Organizing
3. Inspection
4. Directing
95. Which of the following is not a typical supply chain member?

a. Retailer‟s creditor
b. wholesaler
c. reseller
d. producer
96. According to the manufacturing-based definition of quality

a. "quality is the degree of excellence at an acceptable price and the control of variability at
an acceptable cost"
b. quality depends on how well the product fits patterns of consumer preferences
c. even though quality cannot be defined, you know what it is
d. quality is the degree to which a specific product conforms to standards

97. TQM refers to

a. total quantity management

b. total quality management
c. total quality marketing
d. total quotient management

98. When suppliers, distributors, and customers collaborate with each other to improve the
performance of the entire system, they are participating in a ________

a) channel of distribution
b) value delivery network
c) supply chain
d) supply and demand chain

99. A company's channel decisions directly affect every ________.

a) customer's choices
b) employee in the channel
c) channel member
d) competitor's actions

100. A supply chain is a sequence of firms that perform activities required:

a. to find products that are similar

b. to facilitate wholesalers inventory selections
c. to create synergy in their training programs
d. to create and deliver goods to consumers

101. A supply chain is essentially a sequence of linked:

a. customer and prospects

b. supplier and manufacturer
 c. suppliers and customers
d. warehousing and wholesaling units

102. From the economic system's point of view, the role of marketing intermediaries is to
transform the assortment of products made by producers into the assortment of products wanted
by ________Channel members.

a) manufacturers
b) marketers
c) distributors
d) consumers

103. Intermediaries play an important role in matching ________.

a) dealer with customer

b) manufacturer to product
c) information and promotion
d) supply and demand

104. Marketing logistics involves getting the right product to the right customer in the right place
at the right time. Which one of the following is not included in this process?

a) implementing the plan for the flow of goods and services

b) planning the physical flow of goods and services
c) controlling the physical flow of goods, services, and information
d) gathering customer's ideas for new products

105. A supply chain is a sequence of firms that perform activities required:

a. to find products that are similar

b. to facilitate wholesalers inventory selections
c. to create synergy in their training programs
d. to create and deliver goods to consumers

106. A supply chain is essentially a sequence of linked:

a. customer and prospects

b. supplier and manufacturer
c. suppliers and customers
d. warehousing and wholesaling units
107. Which of the following is not an area of responsibility for a logistics manager?

a) inventory

b) purchasing

c) warehousing

d) marketing

108. To reduce inventory management costs, many companies use a system called ________,
which involves carrying only small inventories of parts or merchandise, often only enough for a
few days of operation.

a) reduction-inventory management

b) supply chain management

c) economic order quantity

d) just-in-time logistics

109. Companies manage their supply chains through ________.

a) information

b) transportation modes

c) competitors

d) the Internet

110. Julie Newmar recognizes that her company needs to provide better customer service and
trim distribution costs through teamwork, both inside the company and among all the marketing
channel organizations. Julie will begin the practice of ________.

a) intermediation

b) customer relationship management

c) integrated logistics management

d) supply chain management

111. Today, a growing number of firms now outsource some or all of their logistics to ________
intermediaries

a) competitors

b) third-party logistics providers

c) channel members

d) cross-functional teams

112. Supply chain concept originated in what discipline?

a) marketing

b) operations

c) logistics

d) production

113. A restaurant is an example of a

a. major service with accompanying goods and services

b. hybrid

c. pure service

d. pure tangible good

114. The supply chain management philosophy emerged in which decade?

a) 1960s

b) 1970s

c) 1980s

d) 1990s

115. A ____________ encompasses all activities associated with the flow and transformation of
goods from the raw material stage, through to the end user, as well as the associated information
flows.

a) production line

b) supply chain

c) marketing channel

d) warehouse

116. Which of the following are not key attributes of supply chain management?

a) inventory control

b) leveraging technology

c) c. customer power

d) all are key attributes

117. Positive, long-term relationships between supply chain participants refer to:

a) co-opetitions

b) tailored logistics
c) partnerships

d) supply chain management

118. The bullwhip effect:

a) is an ineffective way to motivate warehouse employees

b) applies to rodeos and has nothing to do with supply chain management

c) refers to the “swaying” motion associated with triple trailers

d) refers to variability in demand orders among supply chain participants.

119. The variability in demand orders among supply chain participants:

a) cannot be controlled

b) refers to the bullwhip effect

c) can be controlled with electronic order placement

d) is more pronounced in relational exchanges

120. Cooperative supply chain relationships developed to enhance the overall business
performance of both parties is a definition of:

a) third-party logistics

b) supply chain collaboration

c) dovetailing

d) relationship marketing
121. What is a perfect order?

a) simultaneous achievement of relevant customer metrics

b) an order that arrives on time

c) an order that arrives undamaged

d) an order that is easy for the receiver to fill

122. Which of the following is NOT a reason that companies are depending more on their
suppliers?

a) More focus on core competencies

b) Need for more flexibilities

c) Desire to share risks

d) More control over their suppliers

123. Which of the following is NOT a benefit of SCM Purchasing?

a) Consistent quality

b) Savings on resources

c) Lower costs

d) Less dependence on suppliers

124. What term describes a vertical expansion of job duties in order to give the worker more
responsibility?

a) Job enlargement
b) Job rotation

c) Job enrichment

d) Job design

125. What are the two basic types of production systems?

a) Automated and manual

b) Intermittent and non-intermittent process

c) Normal and continuous process

d) Continuous process and batch

126. What type of process would a paper mill be most likely to use?

a) Continuous flow

b) Project

c) Job shop

d) Flow shop

127. What technique deals with the problem of supplying sufficient facilities to production lines
or individuals that require uneven service?

a) Supply-demand theory

b) PERT

c) Inventory theory

d) Queuing theory
128. A manufacturer has been receiving excessive numbers of defective standard machine parts
from a vendor on a regular basis. What is the most effective way to design a formal inspection
system for incoming parts?

a) Queuing analysis

b) Time series analysis

c) Statistical quality control

d) Regression analysis

129. A set of simultaneous equations that has more variables than constraints has

a) no solution

b) an infinite number of solutions

c) a finite solution

d) an infinite solution

130. In a PERT/CPM network, computing the critical path requires

a) determining the total project duration

b) assigning the earliest finish time for an activity as the earliest start time for the next

c) that the latest finishing time for an activity not delay the overall project beyond initial
expectation

d) a sophisticated and complex computer program

131. At the completion of the forward and backward passes, the slack for an activity is given by
the

a) difference between early start and early finish

b) difference between early start and latest finish

c) difference between latest start and early finish

d) amount of idle labor on the critical path

1. Lean production involves

A. Elimination of cost only

B. Improvement of quality only

C. improvement of speed only

D. Elimination of all types of waste

2. Total Quality Management emphasizes

A. the responsibility of the Quality Control staff to identify and solve all quality-related
problems

B. a commitment to quality that goes beyond internal company issues to suppliers and
customers

C. a system where strong managers are the only decision makers a process where mostly
statisticians get involved

3. The goal of Total Quality Management is

A. Customer satisfaction B. Product differentiation:

C. Brand equity

D. Acting globally

4. A company's channel decisions directly effect very:

A. customer's choices
B. employee in the channel.

C. channel member

D. Marketing decision.

5. Quality is both quantitative and

A. Supportive

B. Qualitative

C. Measurable.

D. Conclusive

6. A successful TQM program incorporates all of the following except

A. Continuous Improvement

B. employment involvement

C. benchmarking

D. centralized decision making authority

7. During which centuries the manufacturing being to include quality process and quality

practices

A. 17th century

B. 18th century

C. 19th century

D. 20th century

8. Which of the following was developed by Motorola to improved is process by minimizing the
defect

A. ISO 9000
B. SIX sigma

C. TQM

D. SO 9000

9. "Quality is defined by the customer" is

A. An unrealistic definition of quality

B. A user-based definition of quality

C. A manufacturing-based definition of quality

D. A product-based definition of quality

10. Which of the following statements is true of LEAN?

A Lean principles focus on advanced statistical methods

B. Lean principles are separate body of knowledge

C. Lean principles have been developed over a lengthy period of time.

D. Lean principles include reducing waste.

1. The tool and techniques which support the principle are not converted in detail in guid more
information on these can be found in the companion guide

a) Lean

b) Just in time

c) Total quality management

d) Six sigma

Ans: D

2. Quality is a dynamic state associated with product, service, people, processes and
environments that meets or exceeds expections and helps produce superior value
a) Defoe and Juran(2010)

b) British standard institution (1991)

c) Goetsch and Davis(2010)

d) Feigenbaum(1961)

Ans: C

3.definition can be contracted to be often to the often-held belief that a product/service that
meet specification can be regarded as a quality item

a) Crosby's

b) Kaizen

c) Feigenbaum

d) Goetsch and Davis

Ans: A

4.Detination of quality according to the Concise Oxford Dictionary

a) Conformance to requirement

b) A degree of excellence

c) Fitness for purpose

d) None of these
Ans: B

5.Create synergies between the elements of the thinking and deliver a whole greater than the
sum of the parts which is much

a) Scientific Focus:

b) People Focus.

c) Customer Focus

d) System Focus

Ans. D

6. Quality management based on the scientific method

a) Plan

b) Do

c) Study d) Act

e) All of the above

Ans: E

7: Which was the first to express the view that quality was not just about manufacturing but
could be applied to department such as

a) Total quality control

b) Total quality management

c) SPS

d) Quality circle

Ans: A
8. Total quality control Which was the first to express the view that quality was not just about
manufacturing but could be applied to department such as

a) Engineering

b) Development

c) Sale and Service

d) All Of the Above

Ans: D

9: Total quality management (TQM) Era

a) 1950-1970

b) 1960-1970

c) 1970-1980

d) 1980-2000

Ans: A

10: Industrialisation, Scientific management, unskilled labour, 100% inspection

a) Initiative Era

b) Standard And Awards

c) Standardisation, mass production and quality assurance

d) Craft era

Ans: C

1-Malcolm Baldrige national quality award is for (MBNQA)

a. Total Quality Management

b. International Standard Organization

c. Total Productive Maintenance

d. Total Quality Control

(Ansa)

2-The process mapping is a

a. Data flow

b. Work flow

c. Circular

d. Audit

(Ans:b)

3-Control chart is

A.Process monitoring tool

b. Process control tool

c. Both (a) and (b)

d None of the above

(Ans:c)

4-The objective of ISO-9000 family of Quality management is

a. Customer satisfaction

b. Employee satisfaction

c. Skill enhancement

d. Environmental issues

(Ans:a)
5-Total Quality Management (TQM) focuses on

a. Employee

b. Customer

c. Both (a) and (b)

d) None of the above

(Ans:c)

6-Which of the following is responsible for quality objective?

a. Top level management

b. Middle level management

e. Frontline management

d. All of the above

( ans : d)

7-The following is (are) the machine down time.

a. Waste

b. No material

c. Breakdown

d. All of the above

(Ans:d)

8-TOM & ISO both focuses on

a.Customer

b. Employee

c. Supplier
d. All of the above

(Ansa)

9-According to Deming, Quality problems are

a. Due to management

b. Due to method

c. Due to machine

d.Due to material

(Ans:a)

10-While setting Quality objective,

a. Material quality

b. Customer need

c. Market demand

d. All of the above

(Ans:b)

12- helps organization reduce employee turnover and absenteeism. a. Job design

b. Training & development c. Wage revision

d. All of the above (Ans:b)

13-CMM stands for

a. Capability maturity model

b. Capability monitoring model e. Capability measuring model

d. Capability matching (Ans:a)

model

14-While setting Quality objective,

a. Customer need

b. Organizational need e. Supplier need

d. Worker need (Ans:a)

15-Which of the following is for Environment management?

a. ISO-9000

b. ISO-14000 c. ISO-26000

d ISO-31000 (Ans:b)
Objective Questions and answers on Total Quality Management (TQM)- Set 2

1-P-D-C-A stands for a. Plan-Do-check-Act

b. Plan-Do-correct-Act c. Proceed-Do-check-Act

d. Proceed-Do-correct-Act (Ans:a)

2-What is ISO? a. Indian organization for standard

b. Internal organization for standard

International organization for standard d. None of the above

(Ans:c)

3-EMS stands for

a. Environmental management system b. Employees management system

c. Engineering management system d Equipment management system

(Ans:a)

4-For Cpk (Process capability index) value of 1.33, the PPM is

b. 63

c. 2700 d. 45500

(Ans:b)

7-Rectangle represents a. Step in activity

b. Decision making c. Direction of flow

d. None of the above (Ansa)

8- Tally chart is

a. Process monitoring tool

b. Data collection tool

e. Process

planning tool

d. None of the above (Ans:b)

9-Diamond represents ------ while plotting a flow chart

a. Step in activity

b. Decision making

c. Direction of flow

d) None of the above

(Ans:b)

10-The role of management is to

a provide Resources b. define EMS

c. monitor the effectiveness of the system

d. All of the above (Ans:d)

11-ISO emphasis on

a. Prevention

b. Inspection c. Rejection

d. All of the above (Ans:a)

12-ISO 14001 gives stress on

While plotting flow chart.

a Plan-Do-check-Act b. Environmental protection

e. Prevention rather than detection d. All of the above

(Ans:d)

13- Service Assurance is

a Confidence with customer

b. Customer has trust e. Employee has knowledge

d. All of the above

(Ans:d)

14- Following is (are) the phase(s) intervention

a. Formulation stage b. Maintenance stage

e. Implementation stage d. All of the above

(Ans:d)

15- When epk is less than one

Process is not capable b. Process is stable

Process if highly capable d. None of the above

(Ans:a)

10-The role of management is

To provide Resources 11. To define EMS

III. To monitor the effectiveness of the system The correct answer is

a. i only b. i&ii

c. & in d. i. ii & iii

(Ans: d)

11-Common features of CMM is how to produce software product which are

1. Consistence
a

Repeatable

Predictable The correct answer is

i only

b. it only

d. i. &

(Ans: d)

12-HRD at organizational level talks of

Organization's manpower planning

Training

Performance appraisal The correct answer is

a. i only b. 1& ii
d. i.& in

(Ans: d)

6-PP & PPK is calculated for

Initial production run

Future production. Initial process setting

The correct answer is

b. ii & iii c. i&m

di,& mi (Ans: c)

7-The competence of the employee means Competence of personnel performing work effective
quality

11. Evaluate the effectiveness of action taken Maintain appropriate Record

The correct answer is

c. & m

(Ans: d)

8-Special characteristic means

Product characteristic which affect fit/ function Regulation II. Characteristic of product which
are regulatory requirement Characteristic Specification

The correct answer is

Bi ionly

c. &m

d. i, ii & iii (Ans: b)

9-Cause & Effect diagram used to i Identify & organize possible causes of problem

11. Identify possible causes solution Identify possible causes of problem & determining its
relation

The correct answer is

a. i only

b. i& mi c. &m

e. i.& iii (Ans:b)

1 Customer satisfaction 11. People involvement

III. Policy management The correct answer is

a i only b. i&ii

c. ii & m d. i, & i

(Ans: b)

3-By applying basic principle the process improvement will be in organization's

1. Focus on work process 11. Maintain self esteem of other

Tone initiative The correct answer is

a. i only b. i&ii

di,& m
(Ans: b)

4-Reliability of product means

Consistency of performance Performance over period

Free of technical errors

The correct answer is

a i&iii

c. & i

di,& m (Ans: d)

5- While setting Goal, following things to be consider.

i Customer need Marketability of product

Organization need

The correct answer is

a. i only b. i&ii

c. &

e. i, ii & iii
(Ans: c)

11-While recruiting person he should Competent to perform job

ii. Trained to perform specified job Able to perform the activity

The Correct Answer is

a. i only b. i&ii

c. i. ii & iii

d. None of the above

(Ans:b)

12-Process evaluation is to identify

Validation of product
Potential failure prevention

Correctness of product

The Correct Answer is

a. i only

b. i & ii

c. ii & iii

d. None of the above

(Ans:c)

Multiple Choice Questions with Answers on Total Quality Management - Set 5

1-Type of waste are

Waiting time

Transport
Processing waste

The correct answer is

a. i only b. i&ii

c. ii & iii

d. i. ii & iii

(Ans: d)

Customer satisfaction

ii. People involvement

Policy management

The correct answer is

a. i only

b. i& ii c. ii & iii

d. i, ii & iii
(Ans: b)

3-By applying basic principle the process improvement will be in organization's

Focus on work process Maintain self esteem of other

Tone initiative

The correct answer

a. i only b. i&ii

c. ii & iii

d. i, ii & iii

(Ans: b)

4-Reliability of product means

Consistency of performance

Performance over period

Free of technical errors

The correct answer is

a. i & iii

b. i & ii

c. ii & iii

d. i, ii & iii

(Ans: d)

5- While setting Goal, following things to be consider.

i. Customer need

Marketability of product

Organization need

The correct answer is

a. only

b. i&ii

c. ii & iii

d. i, ii & iii

(Ans: c)

2-Does TQM approach have relevance to Indian industry in context to

8-Benefit(s) of model based improvement is (are) i. Establish common language

ii. Models are comprehensive The Correct Answer is

a. i only

b. ii only

c. i&ii

d. None of the above

(Ans:c)

9-Employee should be involved in

Decision making

Participation

Union

The Correct Answer is

a. i&ii

b. i & iii

c. i, ii & iii

d. None of the above

(Ans: a)

10-In ISO the focus is on

i. Enhancing customer satisfaction

11. Satisfying customer

111.

Delighting customer

The Correct Answer is

a. i & ii

b. i & iii

c. i. ii & iii

d. None of the above

(Ans: b)

5-The customer requirement to be reviewed

i. Before supply of product ii. After supply of product

Before commitment of supply of product The Correct Answer is

a i&ii

b. i & iii

c. ii & iii

d. None of the above

(Ans:b)

6-Current quality concept is

i. Increase in production

Continual improvement

Prevention of defect

The Correct Answer is

a. i&ii
b. i & iii

c. ii & iii

d. None of the above

(Ans: c)

7-Continual improvement is in

Environmental objective

Audit Result

Corrective action

The Correct Answer is

a. i&ii

b. i & iii

c. i, ii & iii
d. None of the above

(Ans:c)

1- Control chart is

Process monitoring tool Process control tool

67

Search

III. Process planning tool The Correct Answer is

Bí ionly

b. i&i e. i, ii & iii

d. None of the above (Ans:b)

2-The main business process objective(s) are

Customer service

Profit & loss

III. Employee satisfaction

The Correct Answer is

a. i only

b. & ii

c. i, ii & iii

d. None of the above

(Ans:b)

3-Common elements of winners are

Senior management was actively involved

11. Control of overall process

Focus on customer

The Correct Answer is

a. i only

b. i&ii

c. i. ii & iii

d. None of the above

(Ans:c)

4-TQM focuses on

Supplier

11. Employee

Customer

The Correct Answer is

a. i only

b. ii & iii
c. i, ii & iii

d. None of the above

(Ans:b)

5-The customer requirement to be reviewed

Before supply of product 11.

After supply of product

Before commitment of supply of product The Correct Answer is

b. i & iii

c. ii & iii

d. None of the above

(Ans:b)

6-Current quality concept is

Increase in production
ii. Continual improvement

III. Prevention of defect

The Correct Answer is

a. i&ii

b. i & iii

c. ii & iii

d. None of the above

(Ans: c)

7-Continual improvement is in

Environmental objective

Audit Result

Corrective action
The Correct Answer is

a. i&ii b. i & iii

c. i. ii & iii

d. None of the above

(Ans:c)

8-Benefit(s) of model based improvement is (are)

Establish common language Models are comprehensive

The Correct Answer is

a. i only

b. ii only

c. i&ii

d. None of the above

(Ans:c)

9-Employee should be involved in

Decision making

Participation

Union

The Correct Answer is

a. i&ii

b. i & iii

c. i, ii & iii

d. None of the above

(Ans: a)

10-In ISO the focus is on

Enhancing customer satisfaction

1. The tool and techniques which support the principle are not converted in detail in guid more
information on these can be found in the companion guide

a) Lean

b) Just in time

c) Total quality management

d) Six sigma

Ans: D

2. Quality is a dynamic state associated with product, service, people, processes and
environments

that meets or exceeds expections and helps produce superior value a) Defoe and Juran(2010)

b) British standard institution (1991)

c) Goetsch and Davis (2010)

d) Feigenbaum(1961)
Ans: C

definition can be contracted to be often to the often-held belief that a

product service that meet specification can be regarded as a quality item

a) Crosby's

b) Kaizen

c) Feigenbaum

d) Goetsch and Davis

Ans: A

Defination of quality according to the Concise Oxford Dictionary

a) Conformance to requirement

b) A degree of excellence

c) Fitness for purpose

d) None of these

Ans: B

5. Create synergies between the elements of the thinking and deliver a whole which is much

greater than the sum of the parts

a) Scientific Focus

bi People Focus

e) Customer Focus

d) System Focus

Ans: D D

The tool and techniques which support the principle are not converted in detail in guid more

information on these can be found in the companion guide

a) Lean

b) Just in time
c) Total quality management

d) Six sigma

Ans: D

2. Quality is a dynamic state associated with product, service, people, processes and
environments that meets or exceeds expections and helps produce superior value

a) Defoe and Juran(2010)

b) British standard institution(1991)

c) Goetsch and Davis (2010)

d) Feigenbaum(1961)

Ans: C

definition can be contracted to be often to the offen-held belief that a product/service that
meet specification can be regarded as a quality item

a) Crosby's
b) Kaizen

c) Feigenbaum

d) Goetsch and Davis

Ans: A

4. Defination of quality according to the Concise Oxford Dictionary

a) Conformance to requirement

b) A degree of excellence

c) Fitness for purpose

d) None of these

Ans: B

5. Create synergies between the elements of the thinking and deliver a whole which is much

greater than the sum of the parts. b) People Focus

a) Scientific Focus

c) Customer Focus

d) System Focus

Anc: D

6. Quality management based on the scientific method

a) Plan

b) Do

c) Study

d) Act

e) All of the above

Ans: E

7: Which was the first to express the view that quality was not just about manufacturing but
could be applied to department such as
a) Total quality control

b) Total quality management

c) SPS

d) Quality circle

Ans: A

8: Total quality control Which was the first to express the view that quality was not just about
manufacturing but could be applied to department such as

a) Engineering

b) Development

c) Sale and Service

d) All Of the Above

Ans: D

9: Total quality management (TQM) Era

a) 1950-1970

b) 1960-1970

c) 1970-1980

d) 1980-2000

Ans: A

10: Industrialisation, Scientific management, unskilled labour, 100% inspection

a) Initiative Era

b) Standard And Awards

c) Standardisation, mass production and quality assurance

d) Craft era

Ans: C

Total Quality Management

Questions
Besterfield, Quality Control
Farid keyhani [email protected]
Master of Engineering Manufacturing Management
Part I: multiply choice question
1. What does the transcendent view imply for
high quality?
It is something everlasting
It is something timeless and enduring
It is something priceless
It is something perfect
2. Help to evaluate the level of product quality
that a customer want or need means :
Marketing
Design engineering
Procurement
Process design
3. Which of the following is not a tenet of
Crosby?
Conformance to requirements.
Zero defects.
Fitness for use.
Quality is free.
All of the above
4. Which of the following is not one of the
commitments of Total Quality management?
Technical quality
understanding and improving the organization's
rocesses
data-based decision making
employee involvement
5. During which century, the manufacturers
began to include quality processes in quality
practices?
17th century
18th century
19th century
20th century
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6. Which of the following is not part of the Total
Quality Approach?
holistic thinking
focus on short-term financial performance
focus on desirability
team thinking\
7. Taguchi suggested that loss in a process is
increased with increase in which of the following?
Specifications
Standards
Competition
Variability
8. The products manufactured during 1800s
were unique. How
quality was ensured in this era?
Through renovation
Through inspection
Through calculation
Through repair
9. Which of the following is typically viewed to
lie between fully vertically integrated firms?
Supply chain management
Production chain management
Value chain management
Demand chain management
10. Which of the following is not a benefit of
long-term suppler relationships?
supplier involvement in design
information system linkages to customer facilities
capacity and facility plans favorable to their
customers
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all of the above are benefits
11. The majority of advertisers appeal the public
on thebasis of which of the following?
Quality of product
Quality of staff
Inferiority of product
Inferiority of service
12. Which of the following models value
stability?
Organism model
Mechanistic model
Cultural model
Total Quality model
13. What is the relationship between Ishikawa
and Deming?
Son and father
Nephew and uncle
Student and teacher
Grandson and grandfather
14. Which of the following was developed by
Motorola to improve its processes by minimizing
defects?
ISO 9000
Six sigma
QS 9000
TQM
15. What was the primary concern of managers
during 1980s?
Detection
Strategic impact
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Control
Coordination
16. You can ask direct questions to quiet people
and try to control talkative people", for which of
the following purpose?
Mobilizing the group
Keeping the group focused
Restating purpose
Starting punctually
17. Some organizations emphasizes the use of
quality tools but failed to do which of the
following?
Focus on what is truly important to the
distributors
Incorporate continuous improvement efforts
Make fundamental changes in their processes and
culture
Focus on what is truly important to the customer
18. Learn how to tell when nothing can be
gained from further discussion. This refers to
which of the following discussion skills in
meetings?
Acting as gatekeepers
Closing the discussion
Asking for clarification
Testing for consensus
19. Which of the following models has the
viewpoint that change and learning are valued in
themselves?
Organism mode
Mechanistic model
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Cultural model
Total Quality model
20. Marketing research carried out to know
whether the particular area should be covered in
this course. What the course instructor should
develop?
The course meeting requirements of the
university
The course meeting requirements of the
instructor
The course meeting requirements of the students
The course meeting requirements of the
bookseller
21. Which of the following statements is TRUE
about Deming’s philosophy?
It is based on improving products and services by
reducing uncertainty and variability in the design
and manufacturing processes
Quality is either or not present in the whole
organization; that quality is the
responsibility of everyone in the
organization
Increasing conformance to specifications through
elimination of defects, supported extensively by
statistical tools for analysis
Increasing loss, for the producer, the customer,
and society, associated with increasing variability
from a target value
22. All of the following are the elements of a
TQM system EXCEPT:
Leadership
Communications
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Measurement
Detentions
23. The standards for output based on quality
and customer- service requirements that
originate at the organizational and process levels
include requirements for all of the following
EXCEPT:
Accuracy
Innovation
Timeliness
Turnover
24. One of the advantages of team work is:
It breaks down barriers between internal
customers and suppliers
It results in promotion
It results in salary increment
None of the given options
25. Reworking _______ the cost of quality.
Decreases
Increases
Neutralizes
26. ________ refers to general processes of
improvement and
encompasses discontinuous improvements
Continuous improvement
Continual improvement
Constant improvement
Consecutive improvement
27. Total quality costs include:
Prevention costs
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Appraisal costs
Failure costs
All of the given options
28. the job characteristic of quality professionals
is:
Educating others
Achieving personal targets
Consultative work with other departments
None of the above
29. Why the factory managers created
inspection departments?
To keep defective products aside, ensuring
they do not reach the customers
To ensure quantity of goods/services
To count, grade, and rework
All of the above
30. The ‘Father’ of statistical quality control is:
F. W. Taylor
Joseph M. Juran
Philip Crosby
Walter Shewhart
31. Nonconformance is an expense of:
Profit of quality
Defects of quality
Quality of product
Cost of quality
32. Crosby’s approach to management is:
A problem that can never be solved
Absolutes of Quality Management
Interim Management
ISO
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33. Example of prevention costs is:
Quality improvement projects
Downgrading
To link outcomes to uses
Warranty claims
34. Big Q is:
Quality of services
Quality of people
Quality of processes
All of the above
35. Which of the following document(s) is (are)
included in the quality system?
A quality policy
Customer focus
Commitment
All of the given options
36. -------------- is a graphic tool for defining the
relationship between customer desires and the
firm/product capabilities.
House of Quality
Affinity diagram
Arrow diagram
None of the give option
37. Nonconformance is an expense of
Profit of quality
Defects of quality
Quality of product
Cost of quality
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38. Crosby’s approach to management is
A problem that can never be solved
Absolutes of Quality Management
Interim Management
ISO
39. Best price or zero cost is
To keep defective products aside, ensuring they
do not reach the customers
Prerogative cost
To count, grade, and rework
Cost leadership
40. The process of evaluating overall project
performance on a regular basis to provide confidence
that the project will satisfy the relevant quality
standards is called:
1. Quality Assurance
2. Quality Control
3. Quality Planning
4. Quality Review
41. The process of monitoring specific project results
to determine if they comply with relevant quality
standards is called:
A. Quality Assurance
B. Quality Control
C. Quality Planning
D. Quality Review
42. A histogram ordered by frequency of occurrence
that shows how many results were generated by each
identified cause is:
A. Statistical Histogram
B. Juran Histogram
C. Fishbone Diagram
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D. Pareto Diagram
4. Tools and techniques used during the Quality
Planning process include:
A. Benefit / cost analysis
B. Benchmarking
C. Quality audits
D. a and b
E. all of the above
43. The overall intentions and direction of an
organization with regard to quality as formally
expressed by top management is a:
A. Quality Plan
B. Quality Statement
C. Quality Policy
D. TQM
44. CIP is:
A. Continuous improvement process
B. A sustained, gradual change
C. Includes constancy of purpose and commitment to
quality as part of its focus
D. a and b
E. all of the above
45. The practice of ceasing mass inspections and
ending awards based on price is credited to:
A. Edward Deming
B. Philip Crosby
C. Juran
D. Pareto
46 Quality is:
A. Zero defects found
B. Conformance to requirements
C. The totality of features and characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs
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D. b and c
E. all the above
46. The concept of making a giant leap forward
followed by a period of maturity is:
A. Innovation
B. Continuous improvement
C. Just in time
D. Paradigm
47. The concept that it is easier and less costly to do
the work right the first time is called:
A. Zero defects
B. Continuous improvement
C. DTRTRTFT
D. The customer is the next person in the process
48. The ability of a product to be used for different
purposes at different capacities and under different
conditions determines its:
A. Usability
B. Flexibility
C. Operability
D. Availability
49.wich of the following is not considered a cost of
nonconformance to quality?
A. Scrap
B. Rework
C. Expediting
D. Process control
E. all of the above are considered nonconformance
costs
50. Cost of quality includes:
A. Cost of all work to build a product or service that
conforms to the requirements
B. Training programs
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C. Cost of all work resulting from nonconformance to
the requirements
D. a and b
E. all of the above
51. What percentage of sales is estimated to be the
cost of non-quality?
A. 3-5%
B. 12-20%
C. 30-40%
D. 6-8%
52. A series of consecutive points on the same side of
the average is called:
A. Run
B. Trend
C. Outliers
D. Cycle
53. Which of the following statements concerning
acceptance sampling is false?
A. Used when expensive and time-consuming to test
the product 100%.
B. The number of allowable defects before lot is
rejected is predetermined.
C. Inspection and test standards must be established
to ensure that procedures can adequately determine
conformance and nonconformance.
D. If the number of defects found in the sample
exceeds the predetermined amount, the entire lot is
rejected.
E. All of the above are true
54. 80% of the problems are found in 20% of the work
is a concept of:
A. Edward Deming
B. Philip Crosby
C. Juran
D. Pareto
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55. A structured tool, usually industry or activity
specific, used to verify that a set of required steps has
been performed is called:
A. Quality Policy
B. Check list
C. Trend analysis
D. Pareto diagram
56. A tool that analyzes the Input to a process to
identify the causes of errors is called:
A. Cause and effect diagram
B. Scatter diagram
C. Ishikawa diagram
D. Pareto diagram
E. a and c
57. The concept of zero inventory is called:
A. Six sigma
B. Continuous improvement
C. Just in Time
D. Zero defects
58. All of the following statements about acceptance
sampling plans are true except:
A. Acceptance sampling plans are beneficial when the
cost of inspections is high and the resulting loss of
passing non-conforming units is not great
B. Acceptance sampling plans are necessary when
destructive inspections are required
C. Acceptance sampling plans are never as
effective at rejecting non-conforming units as
100 percent inspection, even when the
inspection process is very tedious
D. Acceptance sampling plans do not directly control
the quality of a series of lots; they instead specify the
risk of accepting lots of given quality
E. Acceptance sampling plans are not very effective
for inspecting small lots of custommade products
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59. A quality control (QC) manager for a
manufacturing firm is calculating the expected
standard deviation (s) for the length of hex bolts being
produced on the assembly line. There are two sources
of variation in the length of the hex bolts: production
variation and easurement error. The QC manager
knows that the standard deviations from these two
sources is 0.24 inch and 0.43 inch, respectively.
Assuming that there are no other significant sources of
error, what answer should the QC manager calculate
for the total standard deviation of the length of the
hex bolts?
A. 0.10 inch
B. 0.19 inch
C. 0.34 inch
D. 0.49 inch
E. 0.67 inch
60. The rule of seven is used by quality control
engineers to determine whether a process is out of
control. If a run of seven or more samples lays on one
side of the process mean, the process is
said to be out of control. What is the probability that a
run of seven on either side of the Process mean is due
to random variation?
A. 14.3%
B. 3.12%
C. 2.73%
D. 1.56%
E. 0.78%
61. Control chart theory is based on the differences of
the causes of variations in quality. Variations in quality
may be produced by assignable causes. All of the
following are examples of assignable causes except:
A. Differences among machines
B. Differences among workers
C. Differences among materials
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D. Differences in each of these factors over time
E. None of the above (all are examples)
62. The same quality control manager decides to
increase his daily sample size from three to six. The
size of the control band will:
A. Increase
B. Decrease
C. Remain unchanged
D. Not determinable from given data
E. None of the above
63. All of the following statements about control charts
are true except:
A. Control charts can be used to establish as well as
maintain process control
B. Control charts are used to determine acceptance
limits when no limits are stipulated by the product
specification; otherwise, one should use the limits
dictated by the specification
C. All data points outside the control chart limits are
variations explained by
D. A and B
E. B and C
64. Japanese quality control has improved
dramatically in the last 30 years for all of the following
reasons except:
A. The use of quality control circles
B. Small, continuous improvements in quality control
C. The use of worker suggestion systems
D. The use of quality control charts
E. Focusing quality control efforts on production
output
65. Quality management deals with all of the following
topics except:
A. Conformance to requirements / specifications
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B. Satisfying the needs of the customer
C. Making products more desirable and luxurious
D. A and C
E. B and C
66. Which of the following statements about the cost
of quality are true?
A. The cost of quality is the expense of nonconformance to requirements and
specifications
B. The costs of quality are mostly the direct
responsibility of workers who are manufacturing the
product
C. Quality control programs should only be
implemented when the costs of quality is low
D. A and B
E. A and C
67. The zero defects concept
A. is a performance standard for management
B. is a motivational technique that promotes "doing it
right the first time"
C. is used by management to communicate to all
employees that everyone should do things right the
first time
D. A and C
E. B and C
68. Quality assurance
A. refers to the prevention of product defects
B. is an auditing function that provides feedback
to the project team and client about the quality
of output being produced
C. is the technical process that includes the
construction of control charts which specify
acceptability limits for conforming output
D. A and B
E. B and C
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69. Financial compensation is the primary motivational
tool for which of the following management theories or
programs?
A. Zero Defects program
B. Theory X management
C. Theory Y management
D. Quality Control Circles
E. A and C
70. In the project environment, the individual
ultimately responsible for quality control is:
A. The line workers who must strive "to do things right
the first time" to avoid quality problems
B. The company's quality control manager who must
work with the project members to ensure the quality
control program is effective
C. The head of the production department who retains
ultimate quality control responsibility for all the
company's projects
D. The project manager who has ultimately
responsibility for the entire project
E. The customer who must ensure that he is receiving
a quality product from the vendor
71. An acceptance control chart has limits that are
based on the specification limits for the product rather
than limits which differentiate between random and
assignable causes. Under
which if the following circumstance should a QC
manager consider using an acceptance control chart?
A. When the engineering tolerance on a dimension
greatly exceeds the natural dispersion of the
manufacturing process
B. When the number of samples outside the current
control chart limits become too costly and
cumbersome to investigate
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C. When a process is subject to constant but stable
tool wear
D. A and B
E. A and C
72. The majority of product defects could be
prevented in most processes if manufacturers would
do the following:
A. Increase the use of acceptance control charts
instead of standard three-sigma control charts
B. Make a concerted effort to eliminate the
potential for product defects in the design stage
C. Create a quality control department
D. A and B
E. A and C
73. Quality attributes
A. are used to determine how effectively the
organization accomplishes its goals
B. can be objective or subjective in nature
C. are specific quality characteristics for which a
product is designed, built, and tested
D. A and B
E. B and C
74. Most quality problems
A. originate in the quality department where the
ultimate responsibility for quality rests
B. originate on the shop floor because of waste and
product rework
C. are the result of management's lack of
attention to potential quality improvement
ideas
D. could be eliminated if shop supervisors monitored
their workers more closely
E. A and B
75. The Pareto Principle is a technique used by quality
managers to determine which quality control problems
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concerning a particular service or manufacturing
process should be corrected. Which of the following
statements best represents the philosophy employed
by this principle?
A. In order to minimize financial losses from quality
control problems, all problems which have a
measurable cost associated with them should be
corrected
B. The majority of defects are caused by a small
percentage of the identifiable problems.
Improvement efforts should be reserved for
those few vital problems
C. In order to achieve zero defects, all quality control
problems, including those which do not have a direct
financial cost should be corrected
D. Generally, 80% of the quality control problems are
justifiable for correction via costbenefit analysis. The
remaining 20% are not financially worthy of
improvement efforts
E. A and D
76. The Japanese Quality Control (QC) Circle
movement motivated its participants in many ways.
Which of the following represents the most important
motivation for the QC circle participant:
A. Improving the performance of the company
B. Self-Improvement
C. Financial Incentives
D. Recognition among co-workers
E. Strengthening of relationships between co-workers
77. In order to achieve long-term quality
improvements, management must do the following:
A. Motivate the employees with seminars, contests,
and institution of programs such as "Quality
Improvement" day
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B. Create a quality control department and give the
head of the department ultimate responsibility for
quality improvement
C. Implement a formal quality control program
with worker and management involvement
D. Establish financial incentive packages for workers
E. A and D
78. Quality assurance is
A. top management's intention regarding quality
B. functions determining implementation of the quality
policy
C. actions to provide confidence of satisfying
quality requirements
D. responsibilities and processes which implement
quality management
E. all of the above
79. Quality is
A. zero defects
B. a problem
C. a specification
D. a cost
E. A, C, and D
80. Which are the best two charts to show trends in a
process?
A. Pareto and Control
B. Control and Run
C. Histogram and Run
D. Gantt and Pert
E. Gantt and CPM
81. If the acceptance sampling attribute for a lot is
30%, this means that
A. 30% of all lots must be tested
B. 30% of all lots must pass the test
C. any given lot must have 30% or fewer defects
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D. a sample of a given lot must have 30% or
fewer defects to pass the entire lot
E. C and D
82. The pillars of quality is (are)
A. Quality is free
B. Doing it right the first time
C. Zero defects
D. Process improvement
E. B and C
83. When a product or service completely meets a
customer's requirements:
A. quality is achieved
B. cost of quality is high
C. cost of quality is low
D. the customer pays the minimum price
E. A and B
84. Using Pareto's Rule, and given the data in the
following table, where should corrective action focus?
Origin of Problem % of Problems
Design 80%
Development 2%
Prototype 9%
Testing 6%
Fabrication 3%
A. Design
B. Design, development, and prototype
C. Design and prototype
D. Development, prototype, and fabrication
E. None of the above
85. Cost of quality is a concept that includes:
A. the cost necessary for ensuring conformance
to requirements
B. the life cycle cost of the project
C. al research and development costs related to the
project
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D. only the cost of the quality control function
E. A and B
86. The process of determining that technical
processes and procedures are being performed in
conformance with scope requirements and quality
plans is called quality:
A. management
B. assurance
C. process review
D. control
E. checks
87. Quality control is:
A. identifying which quality standards are relevant to
the project and determining how to satisfy them
B. monitoring specific project results to
determine if they comply with relevant quality
standards and identifying ways to eliminate
causes of unsatisfactory performance
C. evaluating overall project performance on a regular
basis to provide confidence that the project will satisfy
the relevant quality standards
D. taking action to increase the effectiveness and
efficiency of the project so as to provide added
benefits to both the performing organization and the
project customer
E. assuming the production of goods that meet the
highest standards of luxury
88. Quality planning is:
A. identifying which quality standards are
relevant to the project and determining how to
satisfy them
B. monitoring specific project results to determine if
they comply with relevant quality standards and
identifying ways to eliminate causes of unsatisfactory
performance
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C. evaluating overall project performance on a regular
basis to provide confidence that the project will satisfy
the relevant quality standards
D. taking action to increase the effectiveness and
efficiency of the project so as to provide added
benefits to both the performing organization and the
project customer
E. assuring the production of goods that meet the
highest standards of luxury
89. Quality management includes forming and
directing a team of people to achieve a qualitative
goal within an effective cost and time frame that
results in:
A. a project completed in the shortest possible time
B. a product or service that conforms to the
requirement specification
C. an award-winning product that brings public
recognition to the project
D. an innovative project that establishes the
qualifications of the project team
E. B and C
90. According to current quality management thinking,
which of the following approaches to quality
improvement is least likely to produce positive
results?
A. increased inspection
B. continuous improvement
C. quality circles
D. statistical quality control
E. use of worker suggestion systems
91. The concept that states: "the optimal quality level
is reached at the point where the incremental revenue
from product improvement equals the incremental
cost to secure it" comes from:
A. quality control analysis
B. marginal analysis
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C. standard quality analysis
D. conformance analysis
E. systems analysis
92. Which of the following best characterizes the
results of an increase in quality?
A. increased productivity, increased costeffectiveness, and decreased cost risk
B. reduced productivity and no change to costeffectiveness or cost risk
C. reduced productivity and an increase in overall
product or service cost
D. increased productivity and cost-effectiveness
E. increased productivity, decreased costeffectiveness and increased cost risk
93. Which of the following statements regarding
quality is false?
A. Quality improvements depends upon better
definition and increased awareness of the
requirements specifications
B. Future gains in quality will often rely on
advanced technology
C. Recognition of key actions required of each team
member is necessary to meet quality objectives
D. Computer-aided design systems can improve
quality, but only a the expense of an increase in the
cost of design
E. A and C
94. You are sampling items from a batch and plotting
the results on a control chart. how will an increase in
the number of items sample affect the value of the
standard deviation used to set the control limit?
A. increase it
B. decrease it
C. no effect on it
D. first increase it, then decrease it
E. first decrease it, then increase it
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95. If the level of confidence directly increases as a
result of new processes, different resources, or
changed methods, the required cost of monitoring is
likely to:
A. increase as well
B. remain the same
C. decrease
D. decrease initially then increase slightly
E. increase then tend to level off
96. The primary driver(s) behind the demand for
continual qualify improvement is / are:
A. an increase in the number of projects being worked
B. the government cost improvement reports that
have created widespread public interest in quality
C. the prevalence of media reports on quality circles
and other quality improvement techniques
D. the need to both reduce costs and ensure
consistency in the performance of products and
services
E. B and D
97. The concept of quality is based on:
A. meeting luxury goods standards
B. producing excellent products that are superior to
other similar items
C. conforming to the requirements specifications
D. maintaining uniformity of design
E. A and C
98. An assignable variance tells us:
A. our equipment is becoming obsolete
B. top management should initiate increased worker
training
C. there is an identifiable problem that must be
fixed
D. schedule variances will be reduced
E. our use of quality circles is inadequate
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99. From a high level perspective, quality:
A. is ensured by having inspectors
B. cannot be quantitatively measured
C. and productivity are inconsistent objectives
D. is primarily (85 - 95%) a management
problem
E. problems are usually caused by unmotivated
employees
100 Which is not a commonly used quality
management tool?
A. Fishbone diagram
B. CSSR report
C. Pareto chart
D. Control chart
E. None of the above (all are commonly used)
101 Quality is often influenced by all of the following
except:
A. fabrication processes and methods
B. supervision
C. inspection
D. cost of materials
E. design
102 The __________ of a product or service mostly
affects its reliability and maintenance
characteristics.
A. design
B. concept
C. fabrication
D. performance
E. cost
103 Random variance in a process, as measured by
the standard deviation, can be directly reduced by:
A. improving the overall system of production
B. increasing the number of quality inspectors
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C. making use of run charts
D. making better use of Pareto charts
E. identifying patterns of variance using control
charts
104 A project manager notices that all the
measurements recorded on a control chart lie within
the control band range. However, most of the
measurements are below the midpoint (negative
variance). Quality management practice offers us
what guidance in dealing with this situation?
A. The project manager should apply the "rule of
seven"
B. There is no problem as long as the variances lie
within the control band
C. Negative variance indicates a problem which should
be remedied
D. These variances are most likely caused by random
factors
E. Increased worker ownership should be encouraged
104 The project management team's for quality
should:
A. extend beyond the completion of the project
B. stop at the point of delivery
C. be significantly reduced by a good warranty
D. be ignored by the project manager
E. A and C
105 On a project, quality should generally be of
A. equal priority with cost and schedule
B. lower priority than cost and schedule
C. equal priority with cost, but higher priority than
schedule
D. equal priority with schedule, but higher priority than
cost
E. higher priority than cost and schedule
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106 100% inspection for defects may be neither
possible nor desirable. When is sampling for
defects likely to be most useful?
A. When destructive testing is required
B. When the cost of 100% inspection is high
C. When we believe there are not many defects
D. A, B, and C
E. A and B
107 A fundamental tenet of modern quality
management holds that quality is most likely to be
achieved:
A. by planning it into the project
B. by developing careful mechanisms to inspect for
quality
C. by developing prestigious products and processes
D. by striving to do the best job possible
E. by conducting quality circle activities
108. Poor quality in a design project is likely to directly
affect __________ costs.
A. manufacturing / building
B. advertising
C. overhead
D. post-completion support
E. A and D
109 From the project perspective, quality attributes:
A. are used to determine how effectively the
performing organization supports the project
B. can be objective or subjective in nature
C. are specific characteristics for which a product is
designed, built, and tested
D. B and C
E. A and B
110 From the project manager's viewpoint, quality
assurance involves:
A. conducting studies to determine if design methods
will support quality requirements
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B. identifying applicable laws, ordinances and
regulations that the project must comply with
C. monitoring inspection activities to ensure that the
work is performed as specified
D. A, B, and C
E. A and C
111 Just-in-time (JIT) is the concept of reducing
inventories to:
A. 25% of former stock
B. Less than half of former stock
C. 75% of peak stock
D. zero stock
E. 15% of the cost of the product for a planned stock
112 Of the following statements, which one(s) is / are
true?
A. Quality is the usual result when skilled designers
and skilled implementors work on the project
B. Quality is 10% skill and 90% luck
C. Quality can be achieved with the proper
combination of personnel, materials, methods, and
time to do the work
D. None of the above
E. A and C
113. Some organizations today are using "six sigma",
to set the upper and lower limits on control charts
rather than the traditional sigmas.
A. two
B. three
C. four
D. five
E. twelve
114 The quality management tool that can be
described as "a diagram that rank and displays
defects in order of frequency of occurrence (from left
to right)" is a:
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A. control chart
B. vertical bar chart
C. histograms
D. Pareto chart
E. run chart
115 From the project manager's perspective, quality
management is __________ limited to assessing the
attributes of the tools provided to do the work.
A. always
B. usually
C. not
D. seldom
E. intermittently
116 The primary responsibility for establishing design
and test specifications should rest with
A. senior management
B. procurement or purchasing
C. engineering
D. manufacturing
E. quality control
117 Which of the following is least likely to contribute
to developing an effective project team supportive of
quality?
A. Commitment to the project
B. Team member flexibility
C. Frequent turnover of personnel
D. Team interest in workmanship
E. Clearly defined goals
118 Primary responsibility for quality management in
the project rests with the:
A. project engineer
B. purchasing agent
C. quality manager
D. project manager
E. company president
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119 The ISO 9000 series is:
A. a set of instructions for preparing control charts
B. a set of guidelines for quality
C. a set of forms and procedures to ensure quality
D. an international standard that describes a
recommended quality system
E. intended to be applied only to manufactured
products
120 Unless evidence indicates otherwise, a process is
assured to be:
A. in control
B. out of control
C. working at full capacity
D. working at less than full capacity
E. operating within required engineering tolerances
121 Which of the following statements best
characterizes the quality management practice called
benchmarking?
A. The ISO term for progress measurement
B. Comparing planned project practices to those
of other projects
C. A technique used to test certain types of electronic
equipment
D. The difference between grade and quality
E. The measurement of customer satisfaction
122 Quality management is defined as the process of
ensuring that a project meets the __________ of the
project's clients, participants, and shareholders.
A. specifications and statements of work
B. legal and financial obligations
C. expectations and desires
D. needs and expectations
E. legal and moral requirements
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123 The primary components of quality management
are quality __________.
A. inspections, certifications, and validations
B. philosophy, assurance, and control
C. form, fit, and function
D. reliability, maintainability, and availability
E. insurance, assurance, and warranty
124 Quality assurance is defined as the managerial
process that determines __________ that provide the
customers with performance standards and feedback
on the performance.
A. time, scope, cost, and resources
B. human resources, dollars, materials, and duration
C. time, location, duration, and completion
D. organization, design, objectives, and
resources
E. management, staff, workers, and contractors
125 Quality control is the technical processes that
__________ the project's progress against the
performance standards.
A. inspect, certify, and verify
B. examine, analyze, and report
C. inspect, examine, and determine
D. identify, measure, and report
E. reveal, establish, and record
126 Responsibility within the project for quality must
be defined and promulgated to everyone contributing
to the end product. First and foremost, the __________
has the ultimate responsibility for conformance to
requirements when provided with the tools, skills,
knowledge, and opportunities.
A. corporate president
B. director of project management
C. quality assurance manager
D. project manager
E. individual
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127 Self-inspection by the individual performing the
work is used to achieve quality in a product. The
advantages of self-inspection include __________.
A. immediate feedback to permit adjustments to the
process
B. early identification of errors prior to further
integration
C. minimization of end product repairs and material
waste
D. reduction in the number of end product inspections
and tests
E. all of the above
128 Zero Defects is an element of the quality
management philosophy that is a __________ for
all workers to be achieved __________.
A. slogan; whenever possible
B. slogan; most of the time
C. standard; at all times
D. standard; whenever possible
E. standard; during critical operations
129 Statistical Process Control is used in quality
programs to determine whether repetitive operations
meet predictable standards. The process uses
__________ to permit accurate monitoring of the
operation.
A. 100 percent inspection and random rejection
B. acceptance sampling and automatic rejection
C. continuous sampling and error detection methods
D. random sampling and corrective procedures
E. statistical sampling and control procedures
130 Statistical Decision Making includes Pareto
Analysis as a means of reducing errors in the total
project process. Pareto Analysis __________.
A. is a method of rejecting errors or variances from
standards following self-inspection
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B. is a procedure for ranking the errors to
identify those contributing the most to failures
[PMBOK p. B-2]
C. counts errors or failures to determine the added
cost of all operations that do not meet the
requirements
D. compares the error rate with the pass rate to
determine the allowable number of errors per 1,000
E. compares the error rate of individuals to determine
the compensation for bonuses
131 Statistical sampling is a method to determine the
conformance to requirement for some element or
product of a project. The advantage of statistical
sampling is that it __________.
A. does not require an expenditure of resources
B. is accurate enough with a sampling of less than one
percent
C. does not require 100 percent sampling of the
elements to achieve a satisfactory inference of
the population
D. needs to be conducted only when there is a
problem discovered with the end product or when the
customer has some rejects
E. is a good tool o gain customer confidence during a
period of high rejects
132 Statistical Process Control uses diagrams called
"Control Charts." These charts depict horizontal,
parallel lines to represent __________ standard
deviations.
A. six
B. five
C. four
D. three
E. two
133 When data is plotted on the control charts, the
data is of two types: R and -bar. The R data represent
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points of a __________ while the X-bar data represent
points of a(n) __________.
A. random sample; cross-matrix sample
B. real sample; simulated sample
C. 100 percent sampling; 10 percent sampling
D. sampling run; average of several runs
E. random sampling; continuous sampling
134 The cost of quality has been argued as being
primarily driven by the workers. When items were
produced that did not meet the customers'
expectations, the workers were "found" to be at
fault. Current thinking is that management has at
least __________ percent of the responsibility for the
cost of quality.
A. 85
B. 75
C. 65
D. 55
E. 50
135 Statistical sampling methods are valid for most
projects, regardless of the lack of repetitive processes,
because __________.
A. projects rely on external vendors for products
that must meet contractual specifications to
conform to the requirements
B. purchased materials will never meet the
requirements of the project
C. services are amenable to statistical sampling even
for small lots
D. it looks good to the customer when there is a
mathematical approach to quality
E. statistics provide a basis for customer acceptance
of the projects
136. A quality program within a project should be
based on __________ of errors to improve productivity
along with quality levels.
A. early detection
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B. early correction
C. late detection
D. late correction
E. prevention
137. The cost of quality is needed to identify
opportunities for improvement. The cost of quality is,
therefore, defined as the dollar value associated with
__________.
A. producing a product that meets the requirement
B. nonconformance to the requirement
C. any cost for quality personnel and tools
D. any extra cost to hire a quality consultant
E. all extra efforts to implement a quality program
138. In a project, the common parameters are cost,
schedule, and quality. In relationship to the others,
quality should be ranked __________.
A. first as the prime driver for a project
B. second behind cost but ahead of schedule
C. second behind schedule but ahead of cost
D. equal to cost and schedule
E. third behind cost and schedule
139. When errors that affect quality are discovered,
the procedure to improve the situation should be to
__________.
A. identify the specific error
B. correct the specific error
C. determine the root causes of the error
D. correct the root cause of the error
E. all of the above
140. A quality audit is a powerful tool in any quality
improvement program. For a project that is starting a
quality improvement program, the initial audit is used
to __________.
A. identify all the faculty work that has been
completed
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B. identify all the work that has been correctly
accomplished
C. determine the single most urgent area for
improvement
D. determine the quality baseline from which
improvements will be made
E. evaluate the quality audit's effectiveness in
identifying errors
141. Customers are the driving force in any project
and determine the requirements to be met. In dealing
with customers' complaints, it is important to
__________.
A. avoid commitment to correction on an "out of
warranty" item
B. talk to them until they see the reason the
complaints are trivial
C. give them something more than they contracted to
receive to suppress any feelings of dissatisfaction
D. provide them with the full scope of the
contracted product or service
E. realize that customers ask for too much and to
change their perceptions about the product or service
requirements
142. In computing the cost of producing a quality
product, the major areas of costs contribute to the
sale price of the product. The ratio of the __________
costs determine whether an effective program is fully
implemented.
A. direct, indirect, and overhead
B. one-time, recurring, and variable
C. variable, fixed, and semi-fixed
D. prevention, appraisal, and failure
E. build, repair, and test
143. The 14-step process to quality improvement is a
progressive to total involvement of everyone in a
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company toward the production of quality products
and services. The 14-steps do not include __________.
A. management commitment
B. quality improvement team
C. quality measurement
D. goal achievement measures
E. supervisor training
144. Trend charts reflect the relative status of a
program. Trend charts are effective means of
__________.
A. visibility reinforcing the growth of quality
improvements to the workers
B. reflecting the precise status of quality failures
C. identifying to customers the failure rates of
products
D. setting standards and goals for acceptable levels of
quality
E. showing that all goals have been achieved
145. In many projects, the end product is a "service"
that does not have physical characteristics and
attributes to be measured to ensure conformance to
the requirement. When service is the end
product of a project, measurements __________.
A. do not apply to the service, but the criterion is pass
or fail
B. are always artificial and present only false
indications of progress
C. can be established based on customer
expectations and the responsibility assigned to
individuals
D. are not applicable if the service is to an internal
function of the project
E. relate only to the actual expenditures of funds or
receipt or revenues
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146. Recognition of personnel achievements is an
important building block to the attainment of a
superior quality program. The form of recognition
should be __________.
A. an annual bonus increase paid at the end of the
year
B. an immediate cash award that is commensurate
with the deed
C. a non-monetary award presented in a public
forum as soon as the deed is identified
D. a non-monetary award presented in private
E. a combination of monetary and non-monetary
award presented in private
147. Quality in a project's product is essential for the
enhancement of the project manager and the selling
organization. To ensure that the customer perceives a
quality product, the project manager must inform the
customer of the __________ to be used so the customer
will not have a perception of __________.
A. materials; inferior fabrication
B. standards; gold plating
C. practices; poor workmanship
D. pricing; gouging
E. warranty; poor service after product sale
148. As one of its goal the project organization has
quality to specified performance measures. When
compared with the functional organization, the project
organization __________.
A. achieves higher levels of quality
B. is always tailored to meet the specific quality goals
C. is less disciplined in the implementation of
quality
D. is more disciplined in the implementation of quality
E. none of the above
148. The technical performance of the project is
derived from the quality program instituted by the
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project manager. Quality control is one part of the
quality program that __________.
A. defines requirements and performance standards
B. measures results of operations
C. compares measured results to performance
standards
D. initiates corrective actions for variances
E. all of the above
149. Quality control includes inspections to ensure the
standards of performance are being met. Inspection
includes __________ examinations of __________.
A. visual and non-visual; processes and components
B. visual and aural; processes and materials
C. visual and technical; material and end products
D. aural and tactile; materials and end products
E. aural and tactile; processes and procedures
150. Quality control methods extend beyond the
external characteristics of the product or components
of the product. The types of testing of the product or
components include
__________.
A. operator, maintainer, and environmental
B. stress, destructive, and operating
C. in-house, public, and private
D. laboratory, destructive, and non-destructive
E. laboratory, fabrication, and product
151. Each project needs a quality program plan to
define the parameters of the overall approach to
meeting quality requirements. As a minimum, the
quality program plan addresses
__________.
A. the required processes and procedures
B. the inspection plan
C. the types of test to be conducted
D. the documentation requirements for actions
(testing, inspections, etc.)
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E. all of the above
152. In a quality management information system,
there is a need to collect data and format such data
into an information output that is useful to the project
manager. In developing such an information system, it
is good to remember that an optimum system does
not supply all the information because __________.
A. there is never enough information collected
B. the system is incapable of processing all the
required information
C. some information costs more to collect than it is
worth
D. some information is not available for collection and
input
E. most information relies on related data to
generate the proper output
153. Quality is one part of the three major parameters
of a project. When the quality in a project exceeds the
specifications, that is called __________.
A. excellence
B. superior quality
C. deviation plus quality
D. gold plating
E. silver plating
154. In the quality area, process control is becoming
an important element of the manufacturing to rigorous
specifications to provide a consistently uniform output.
The control of a process is divided into controlling
temperatures, pressures, flows, __________, and levels
in terms of rates and time.
A. directions, elasticities
B. volumes, distances
C. speeds (velocities), volumes
D. distances, speeds (velocities)
E. lengths, widths
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155. Process control is distinct and separate from the
data gathering function in a quality program. While
process control regulates the functions, data gathering
is used to __________.
A. collect information on the relative performance
standards of the process so the output can be
enhanced through continuous adjustments to the
input functions
B. validate the controlling function as
performing correctly and provide information on
equipment servicing intervals
C. provide the historical records for production lots as
to the specifications and actual measurements of a
product
D. generate the control charts to determine the
variances in the product and the number on nonconforming products
E. ensure the products are within tolerances and to
identify those products that require reworking or
scrapping
156. In the area of quality, project managers are
struggling with the training and indoctrination of
individuals in the need to do the work right the first
time to conform to the requirement. Occasionally, the
project manager will discover an individual, either in
the planning or actual work, doing more than is called
for in the specification. These individuals need training
to reduce the level of "over building" because
__________.
A. the extra value given to the customer is not
recognized or needed to complete the project
B. the increase to the system specifications place that
portion out of balance with the other system
components
C. it leads to increased customer requirements for
other parts of the system
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D. exceeding the specified requirement is
wasting time and money at no value added to
the project
E. the project must be reworked in other areas to
increase the level of "goodness" to the same as the
"over build"
157. The use of CAD (computer-aided design) is
emerging as a new technology with the goal of
reducing the time and money spent to produce and
update design drawings. In some cases, the CAD is
being used to control other computers and machines
to manufacture basic components of equipment.
Because the CAD software has the capability to
perform checks of the design and make changes to
designs as they are approved, there has been
__________.
A. a significant reduction in engineering errors
B. less rework required because of design errors
C. improved updating of designs over the former
manual methods
D. more timely posting of changes to designs
E. all of the above
158. The key to quality is to design and build to the
requirements and avoid attempts to inspect quality
into the product. There is a need, however, to conduct
inspections a critical junctures in the assembly
process to ensure defective items are identified prior
to making a costly interface or concealing a physical
attribute that cannot be inspected at a later time. An
inspection plan will identify the points at which
examinations of processes, materials, or assemblies
are required.
However, inspection plans normally do not include
__________.
A. examining the vendor's quality procedures
B. examining surfaces
C. testing personnel skills
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D. checking dimensions
E. witnessing destructive and nondestructive
tests
159. The inspection of the project through the
implementation phase is critical to ensure that quality
standards are being met. The use of vendors is most
often required to obtain critical materials,
components, or sub-assemblies. To determine a
vendor's capabilities to produce to the specifications,
a "shop survey" or audit of the vendor may be
required. The areas for the audit should include
__________.
A. facilities and shop space
B. experience and capability with similar work
C. quality assurance an control procedures
D. organization and quality of work in process
E. all of the above
160. The quality program may include the requirement
for "witnessed inspections" of critical items for the
project. When a subcontractor or vendor is to conduct
a destructive test, the project
manager must ensure the test is validated (witnessed)
by a qualified member of his team. The purchase
order or contract should contain a statement that
requires the subcontractor or vendor
performing the test to __________.
A. give a 30-day notice of when the test will be
conducted and to provide a certificate of completion
within seven days following the test
B. notify the project manager, in writing, of the
date and time for witnessing the test
C. retain the residue of the item destroyed for a period
of one year following completion of the project
D. have present at the test at least three independent
sources (individuals) who are qualified in destructive
testing procedures
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E. report the results of the testing to an independent
laboratory for confirmation and validation of the
procedures
Part II
True/False questions
1. The very purpose of organizations is to meet
customer needs and satisfy their expectations.
TRUE/FALSE
2. Process improvement is the foundation on which
customer satisfaction is built. TRUE/FALSE
3. With TQM, the worker is viewed as a source of
process improvement. TRUE/FALSE
4. The commitment to data-based decision making
implies a need to train all employees in the
appropriate use of statistics. TRUE/FALSE
5. In the holistic approach to problem solving,
complex problems are broken down into
independent sub problems. TRUE/FALSE
6. TQM focuses on acceptability. TRUE/FALSE
7. TQM focuses on short-term financial
performance. TRUE/FALSE
8. TQM seeks proactive solutions for customers
TRUE/FALSE
9. Japanese managers tend to place greater
emphasis on long-term market share. TRUE/FALSE
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10. The term service recovery refers to converting a
customer who is dissatisfied with a service into one
who is satisfied. TRUE/FALSE
11. Joseph Juran is well known for his fourteen point
philosophy. TRUE/FALSE
12. Juran's four quality costs are not applicable to
the service environment. TRUE/FALSE
13. Thinking of quality in financial terms helps top
manager see the importance of their own
participation in quality related functions.
TRUE/FALSE
14. The Baldrige Award is Japan's national quality
award TRUE/FALSE
15. The ISO 9000 standards have been revised to
focus more on customer satisfaction and process
improvement. TRUE/FALSE
16. Various groups outside an organization have no
bearing on the quality of its product or service and
its productivity. TRUE/FALSE
17. Nonhuman resources and how they are
processed are the primary concerns under the
heading of internal influences. TRUE/FALSE
18. Research and development projects represent a
sizable investment of time and money that help to
guarantee an organization's future through a steady
stream of customer-pleasing goods and services.
TRUE/FALSE
19. Careful coordination through regular
interactions with suppliers is vital to satisfying
internal needs and external customers.
TRUE/FALSE
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20. Locating manufacturing and distribution
facilities close to inexpensive sources of raw
materials can greatly increase a producer's cost.
TRUE/FALSE
21. Quality can be used as a strategic, offensive
weapon rather than a defensive one. TRUE/FALSE
22. Performance is the probability that a product
will fail within a specified time. TRUE/FALSE
23. Conformance relates to the number of product
models and/or variations a company can offer its
customers. TRUE/FALSE
24. The Baldrige award is only for health care and
educational institutions. TRUE/FALSE
25. A key to employee involvement is quality at the
source. TRUE/FALSE
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1 In the process of acquiring the certificate of ISO 9000, which step follows thestep of setting the
registration objective?
a. Develop and implement the QMS
b. Perform self-analysis audit
c. Submit quality manual for approval
d. Select the appropriate standards
2 In the process of acquiring the certificate of ISO 9000, which step follows thestep of pre-assessment
by registrar?
a. Take corrective action
b. Obtain ISO registration
c. Perform self-analysis audit
d. Select a third party registrar
3 In the process of acquiring the certificate of ISO 9000, which step follows thestep of developing and
implementing the quality and management system?
a. Set the registration objectives
b. Select a third party registrar
c. Pre-assessment by registrar
d. Take corrective action
4 In the process of acquiring the certificate of ISO 9000, which step follows thestep of selecting the
appropriate standards?
a. Perform self-analysis audit
b. Submit quality manual for approval
c. Develop and implement the QMS
d. Take corrective action
5 In the process of acquiring the certificate of ISO 9000, which step follows thestep of selecting a third
party registrar?
a. Take corrective action
b. Obtain ISO registration
c. Perform self-analysis audit
d. Final assessment by registrar
6 In the process of acquiring the certificate of ISO 9000, which step follows thestep of performing
selfanalysis audit?
a. Final assessment by registrar
b. Set the registration objectives
c. Develop and implement the QMS
d. Submit quality manual for approval
7 In the process of acquiring the certificate of ISO 9000, which step follows thestep of submitting
quality manual for approval?
a. Pre-assessment by registrar
b. Take corrective action
c. Perform self-analysis audit
d. Develop and implement the QMS
8 Which of the following is TRUE for higher costs of quality?
a. Doing the wrong thing in the wrong way
b. Doing the wrong thing in the right way
c. Doing the right thing in the wrong way
d. Doing the right thing in the right way
9 For what duration is the ISO certification valid for any organization?
a. 5 years
b. 4 years
c. 3 years
d. 2 years
10 During 1980s, the job characteristic of quality professionals was:
A Educating others
B Achieving personal targets
C Consultative work with other departments
D None of the above
11 During 1800s, the quality was viewed as:
A A problem that can never be solved
B A problem to be solved
C A tool for measuring system
D A remedy to control decline
12 During 1950s, controlling quality meant:
A To understand and address the causes of poor quality
B To simplify and speed up process
C To link outcomes to uses
D Acting on defects
13. Which of the following document(s) is (are) included in the quality system?
a.A quality policy
b.Customer focus
c.Commitment
d.All of the given options
14. Appropriate motives for adopting ISO 9000 include which of the following?
a.To create a quality management system
b.To improve operations
c.To conform to the requirements of customers
d.All of the given options
15. Quality checklists are used to:
a.Ensure that Quality Assurance steps were followed
b.Keep quality inspectors busy
c.Inform upper management where failures occur
d.Prevent project audits
Taguchi suggested that loss in a process is increased with increase in which of the following?
Specifications
Standards
Competition
Variability
The products manufactured during 1800s were unique. How
quality was ensured in this era?
Through renovation
Through inspection
Through calculation
Through repair
Which of the following is typically viewed to lie between fully vertically integrated firms?
Supply chain management
Production chain management
Value chain management
Demand chain management
Which of the following is not a benefit of long-term suppler relationships?
supplier involvement in design
information system linkages to customer facilities
capacity and facility plans favorable to their customers
all of the above are benefits
The majority of advertisers appeal the public on thebasis of which of the following?
Quality of product
Quality of staff
Inferiority of product
Inferiority of service
Which of the following models value stability?
Organism model
Mechanistic model
Cultural model
Total Quality model
What is the relationship between Ishikawa and Deming?
Son and father
Nephew and uncle
Student and teacher
Grandson and grandfather
Which of the following was developed by Motorola to improve its processes by minimizing defects?
ISO 9000
Six sigma
QS 9000
TQM
What was the primary concern of managers during 1980s?
Detection
Strategic impact
Control
Coordination
You can ask direct questions to quiet people and try to control talkative people", for which of the
following purpose?
Mobilizing the group
Keeping the group focused
Restating purpose
Starting punctually
Some organizations emphasizes the use of quality tools but failed to do which of the following?
Focus on what is truly important to the distributors
Incorporate continuous improvement efforts
Make fundamental changes in their processes and culture
Focus on what is truly important to the customer
All of the following are the elements of a TQM system EXCEPT:
Leadership
Communications
Measurement
Detentions
The standards for output based on quality and customer- service requirements that originate at the
organizational and process levels include requirements for all of the following EXCEPT:
Accuracy
Innovation
Timeliness
Turnover
One of the advantages of team work is:
It breaks down barriers between internal customers and suppliers
It results in promotion
It results in salary increment
None of the given options
Reworking _______ the cost of quality.
Decreases
Increases
Neutralizes
________ refers to general processes of improvement and
encompasses discontinuous improvements
Continuous improvement
Continual improvement
Constant improvement
Consecutive improvement
Total quality costs include:
Prevention costs
Appraisal costs
Failure costs
All of the given options
the job characteristic of quality professionals is:
Educating others
Achieving personal targets
Consultative work with other departments
None of the above
Why the factory managers created inspection departments?
To keep defective products aside, ensuring they do not reach the customers
To ensure quantity of goods/services
To count, grade, and rework
All of the above
The ‘ Father’ of statistical quality control is:
F. W. Taylor
Joseph M. Juran
Philip Crosby
Walter Shewhart
1. While setting Quality objective________ to be considered.
a. Customer need
b. Organizational need
c. Supplier need
d. Worker need
(a)
2. Which of the following is for Environment management?
a. ISO-9000
b. ISO-14000
c. ISO-26000
d. ISO-31000
(b)
3. According to Deming, Quality problems are
a. Due to management
b. Due to method
c. Due to machine
d. Due to material
(a)
4. While setting Quality objective, ________ to be considered.
a. Material quality
b. Customer need
c. Market demand
d. All of the above
(b)
5. The objective of ISO-9000 family of Quality management is
a. Customer satisfaction
b. Employee satisfaction
c. Skill enhancement
d. Environmental issues
(a)
6. Total Quality Management (TQM) focuses on
a. Employee
b. Customer
c. Both (a) and (b)
d. None of the above
(c)
7. The role of management is to
a. provide Resources
b. define EMS
c. monitor the effectiveness of the system
d. All of the above
(d)
8. Tally chart is
a. Process monitoring tool
b. Data collection tool
c. Process planning tool
d. None of the above
(b)
9. Control chart is a
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b)
d. None of the above
(c)
10. Which ISO standard is used in international automobile companies to set automotive quality
system standards ?
a. ISO 14000
b. TS 16949
c. ISO 9000
d. none of the above
(B)
11. ISO 14000 quality standard is related with
a. Environmental management systems
b. Automotive quality standards
c. Eliminating poor quality
d. Customer satisfaction
(a)
1-Malcolm Baldrige national quality award is for (MBNQA)
a. Total Quality Management
b. International Standard Organization
c. Total Productive Maintenance
d. Total Quality Control
(Ans:a)
2-The process mapping is a ______ diagram.
a. Data flow
b. Work flow
c. Circular
d. Audit
(Ans:b)
3-Control chart is a
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b)
d. None of the above
(Ans:c)
4-The objective of ISO-9000 family of Quality management is
a. Customer satisfaction
b. Employee satisfaction
c. Skill enhancement
d. Environmental issues
(Ans:a)
5-Total Quality Management (TQM) focuses on
a. Employee
b. Customer
c. Both (a) and (b)
d. None of the above
(Ans:c)
6-Which of the following is responsible for quality objective?
a. Top level management
b. Middle level management
c. Frontline management
d. All of the above
(Ans:a)
7-The following is (are) the machine down time.
a. Waste
b. No material
c. Breakdown
d. All of the above
(Ans:d)
8-TQM & ISO both focuses on
a. Customer
b. Employee
c. Supplier
d. All of the above
(Ans:a)
9-According to Deming, Quality problems are
a. Due to management
b. Due to method
c. Due to machine
d. Due to material
(Ans:a)
10-While setting Quality objective, ________ to be considered.
a. Material quality
b. Customer need
c. Market demand
d. All of the above
(Ans:b)

1
Multiple Choice Questions (MCQ) on Total Quality Management (TQM) – Set 1
1-Malcolm Baldrige national quality award is for (MBNQA)
a. Total Quality Management
b. International Standard Organization
c. Total Productive Maintenance
d. Total Quality Control
(Ans:a)
2-The process mapping is a ______ diagram.
a. Data flow
b. Work flow
c. Circular
d. Audit
(Ans:b)
3-Control chart is a
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b)
d. None of the above
(Ans:c)
4-The objective of ISO-9000 family of Quality management is
a. Customer satisfaction
b. Employee satisfaction
c. Skill enhancement
d. Environmental issues
(Ans:a)
5-Total Quality Management (TQM) focuses on
a. Employee
b. Customer
c. Both (a) and (b)
d. None of the above
(Ans:c)
6-Which of the following is responsible for quality objective?
a. Top level management
b. Middle level management
c. Frontline management
d. All of the above
2
(Ans:a)
7-The following is (are) the machine down time.
a. Waste
b. No material
c. Breakdown
d. All of the above
(Ans:d)
8-TQM & ISO both focuses on
a. Customer
b. Employee
c. Supplier
d. All of the above
(Ans:a)
9-According to Deming, Quality problems are
a. Due to management
b. Due to method
c. Due to machine
d. Due to material
(Ans:a)
10-While setting Quality objective, ________ to be considered.
a. Material quality
b. Customer need
c. Market demand
d. All of the above
(Ans:b)
11-Match The Following
A. TQM promotes 1. Small change
B. Kaizen is 2. Continuous improvement
C. Quality circle can solve
3. Employee participation
problem related to
D. Quality circle benefit to 4. Employee
The correct order is
a. A-3, B-1, C-2, D-4
b. A-1, B-3, C-2, D-4
c. A-3, B-1, C-4, D-2
d. A-3, B-2, C-1, D-4
3
(Ans:a)
12-_______ helps organization reduce employee turnover and absenteeism.
a. Job design
b. Training & development
c. Wage revision
d. All of the above
(Ans:b)
13-CMM stands for
a. Capability maturity model
b. Capability monitoring model
c. Capability measuring model
d. Capability matching model
(Ans:a)
14-While setting Quality objective, ________ to be considered.
a. Customer need
b. Organizational need
c. Supplier need
d. Worker need
(Ans:a)
15-Which of the following is for Environment management?
a. ISO-9000
b. ISO-14000
c. ISO-26000
d. ISO-31000
(Ans:b)
Objective Questions and answers on Total Quality Management (TQM)– Set 2
1-P-D-C-A stands for
a. Plan-Do-check-Act
b. Plan-Do-correct-Act
c. Proceed-Do-check-Act
d. Proceed-Do-correct-Act
(Ans:a)
2-What is ISO?
a. Indian organization for standard
4
b. Internal organization for standard
c. International organization for standard
d. None of the above
(Ans:c)
3-EMS stands for
a. Environmental management system
b. Employees management system
c. Engineering management system
d. Equipment management system
(Ans:a)
4-For Cpk (Process capability index) value of 1.33, the PPM is
a. 1
b. 63
c. 2700
d. 45500
(Ans:b)
5-Match The Following
A. Bureaucratic 1. Satisfy all customer need
2. Working together for
B. Leadership from top
excellence
3. Provide consistent vision
C. Excellence mean
direction
D. Team work mean 4. Unlimited thinking
The correct order is
a. A-2, B-1, C-3, D-4
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-4, B-3, C-1, D-2
(Ans:b)
6-Match the following
A. Dr. Deming believes 1. Common causes
B. Ishikawa development 2. To prevent defect
C. Type of variation is due
3. Cause & effect diagram
to
D. Crosby’s objective of
4. Histogram
quality
The correct order is
5
a. A-3, B-2, C-1, D-4
b. A-2, B-3, C-4, D-1
c. A-2, B-3, C-1, D-4
d. A-4, B-3, C-1, D-2
(Ans:c)
7-Rectangle represents ________ While plotting flow chart.
a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:a)
8- Tally chart is
a. Process monitoring tool
b. Data collection tool
c. Process planning tool
d. None of the above
(Ans:b)
9-Diamond represents ________ while plotting flow chart.
a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:b)
10-The role of management is to
a. provide Resources
b. define EMS
c. monitor the effectiveness of the system
d. All of the above
(Ans:d)
11-ISO emphasis on
a. Prevention
b. Inspection
c. Rejection
d. All of the above
(Ans:a)
12- ISO – 14001 gives stress on
6
a. Plan – Do -check -Act
b. Environmental protection
c. Prevention rather than detection
d. All of the above
(Ans:d)
13- Service Assurance is
a. Confidence with customer
b. Customer has trust
c. Employee has knowledge
d. All of the above
(Ans:d)
14- Following is (are) the phase(s) of intervention
a. Formulation stage
b. Maintenance stage
c. Implementation stage
d. All of the above
(Ans:d)
15- When cpk is less than one
a. Process is not capable
b. Process is stable
c. Process if highly capable
d. None of the above
(Ans:a)
Multiple Choice Questions (MCQ) on Total Quality Management (TQM) – Set 3
1-Match the following
A. Dr. Deming believes 1. Histogram
B. Ishikawa development 2. Common causes
C. Type of variation is due
3. Cause & effect diagram
to
D. Crosby’s objective of
4. To prevent defect
quality
The correct order is
a. A-4, B-3, C-1, D-2
b. A-3, B-4, C-2, D-1
c. A-4, B-3, C-2, D-1
d. A-4, B-2, C-3, D-1
(Ans:c)
2-Match the following
7
1. To assess customer
A. Dimension
satisfaction level
B. Service characteristic 2. Vary from time to time
C. Customer satisfaction
3. Physical facility
survey
D. Poor service is due to 4. Inadequate resource
The correct order is
a. A-2, B-3, C-1, D-4
b. A-3, B-2, C-1, D-4
c. A-3, B-2, C-4, D-1
d. A-3, B-1, C-2, D-4
(Ans:)
3-Match the following
A. ISO emphasis on 1. ISO – 9000 -2000
B. ISO 2. Qualified personnel
3. International organization
C. Lead assessor
for standard
D. ISO currently in use 4. Prevention
The correct order is
a. A-4, B-2, C-3, D-1
b. A-4, B-3, C-1, D-2
c. A-4, B-3, C-2, D-1
d. A-3, B-4, C-2, D-1
(Ans:c)
4-Match the following
1. Productivity quality – cost
A. Quality approach
-Delivery
2. Continual improvement
B. Pillar of TQM
management
C. Need for TQM is due 3. Employee
D. TQM focuses on 4. Cut throat competition
The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)
8
5-Match the following
A. How TQM helps in
1. By reducing external sale
reducing cost
B. Calibration activity
2. Prevention cost
carried in company is
C. Quality planning is 3. Appraisal cost
D. Vender assessment is 4. Appraisal cost
The correct order is
a. A-4, B-1, C-2, D-3
b. A-1, B-4, C-3, D-2
c. A-1, B-2, C-4, D-3
d. A-1, B-4, C-2, D-3
(Ans:d)
6-Match the following
A. MBQA is eligible for 1. Quality & productivity
B. Malcolm balding award 2. Manufacturing
seeks improvement in organization
C. European quality award 3. Senior management was
is for activity involved
D. Common elements of
4. Improving efficiency
winners are
The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)
7-Match the following
A. Circle symbol 1. Data analysis told
B. Pareto analysis is 2. Average of reading
3. Binging or end of
C. X bar means
operation
D. LCT means 4. Lower control limit
The correct order is
a. A-3, B-2, C-1, D-4
b. A-3, B-1, C-2, D-4
c. A-1, B-3, C-2, D-4
d. A-3, B-1, C-4, D-2
(Ans:b)
9
8-Match the following
1. To assess customer
A. Dimension
satisfaction
B. Service characteristic 2. Inadequate resource
C. Customer satisfaction
3. Vary from time to time
survey
D. Poor service is due to 4. Physical facility
The correct order is
a. A-4, B-1, C-3, D-2
b. A-4, B-3, C-2, D-1
c. A-4, B-3, C-1, D-2
d. A-3, B-4, C-1, D-2
(Ans:c)
9-Match the following
1. Systematic analysis of
A. Forecasts
work
B. Estimate made by 2. Simplest method of
management assessment
3. Based on measures of
C. Statistical method
productivity
4. Vary in their degree of
D. Work study method
sophistication
The correct order is
a. A-3, B-2, C-4, D-1
b. A-3, B-2, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-4, C-2, D-1
(Ans:a)
10-Match the following
A. Process is managed level 1. Process capability
B. Critical process maturity
2. Performance is model
concept include
C. Managed level of process 3. Capability maturity
D. CMM is 4. Process is controlled
The correct order is
a. A-2, B-4, C-1, D-3
b. A-2, B-1, C-3, D-4
c. A-2, B-1, C-4, D-3
d. A-1, B-2, C-4, D-3
(Ans:c)
10
11-Match the following
A. Simulated decision 1. Unstructured group
games interaction
2. Acting out managerial
B. Coaching
problems
3. Guidance through advice /
C. Committee assignment
suggestions
4. Study of specific
D. Sensitivity training
organizational problem
The correct order is
a. A-2, B-4, C-3, D-1
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-2, C-4, D-1
(Ans:c)
12-Match the following
A. The quality manual have 1. Employee
B. Kaizen is 2. Small change
C. Quality circle can solve
3. Level 3
problem related to
D. Quality circle benefit to 4. Continuous improvement
The correct order is
a. A-2, B-3, C-4, D-1
b. A-3, B-2, C-1, D-4
c. A-3, B-4, C-2, D-1
d. A-3, B-2, C-4, D-1
(Ans:)
Total Quality Management – Objective Questions with Answers – Set 4
1- Control chart is
Process monitoring
i.
tool
ii. Process control tool
iii. Process planning tool
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
2-The main business process objective(s) are
i. Customer service
ii. Profit & loss
11
iii. Employee satisfaction
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
3-Common elements of winners are
Senior management was actively
i.
involved
ii. Control of overall process
iii. Focus on customer
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:c)
4-TQM focuses on
i. Supplier
ii. Employee
iii. Customer
The Correct Answer is
a. i only
b. ii & iii
c. i, ii & iii
d. None of the above
(Ans:b)
5-The customer requirement to be reviewed
i. Before supply of product
ii. After supply of product
Before commitment of supply of
iii.
product
The Correct Answer is
a. i & ii
b. i & iii
c. ii & iii
d. None of the above
(Ans:b)
6-Current quality concept is
i. Increase in production
12
ii. Continual improvement
iii. Prevention of defect
The Correct Answer is
a. i & ii
b. i & iii
c. ii & iii
d. None of the above
(Ans: c)
7-Continual improvement is in
Environmental
i.
objective
ii. Audit Result
iii. Corrective action
The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans:c)
8-Benefit(s) of model based improvement is (are)
Establish common
i.
language
ii. Models are comprehensive
The Correct Answer is
a. i only
b. ii only
c. i & ii
d. None of the above
(Ans:c)
9-Employee should be involved in
i. Decision making
ii. Participation
iii. Union
The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans: a)
10-In ISO the focus is on
i. Enhancing customer satisfaction
13
ii. Satisfying customer
iii. Delighting customer
The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans: b)
11-While recruiting person he should
i. Competent to perform job
Trained to perform specified
ii.
job
iii. Able to perform the activity
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
12-Process evaluation is to identify
i. Validation of product
Potential failure
ii.
prevention
iii. Correctness of product
The Correct Answer is
a. i only
b. i & ii
c. ii & iii
d. None of the above
(Ans:c)
Multiple Choice Questions with Answers on Total Quality Management – Set 5
1-Type of waste are
i. Waiting time
ii. Transport
iii. Processing waste
The correct answer
is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
2-Does TQM approach have relevance to Indian industry in context to
14
Customer
i.
satisfaction
ii. People involvement
iii. Policy management
The correct answer
is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
3-By applying basic principle the process improvement will be in organization’s
i. Focus on work process
Maintain self esteem of
ii.
other
iii. Tone initiative
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
4-Reliability of product means
Consistency of
i.
performance
ii. Performance over period
iii. Free of technical errors
The correct answer is
a. i & iii
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
5- While setting Goal, following things to be consider.
i. Customer need
Marketability of
ii.
product
iii. Organization need
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: c)
15
6-PP & PPK is calculated for
Initial production
i.
run
ii. Future production
Initial process
iii.
setting
The correct answer
is
a. i & ii
b. ii & iii
c. i & iii
d. i, ii & iii
(Ans: c)
7-The competence of the employee means
Competence of personnel performing work
i.
effective quality
ii. Evaluate the effectiveness of action taken
iii. Maintain appropriate Record
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
8-Special characteristic means
Product characteristic which affect fit/ function
i. / Regulation
ii. Characteristic of product which are regulatory
requirement
iii. Characteristic in Specification
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
9-Cause & Effect diagram used to
Identify & organize possible causes of problem
i.
Identify possible causes of solution
ii.
Identify possible causes of problem & determining its
iii
relation
.
The correct answer is
a. i only
b. i & iii
c. ii & iii
d. i, ii & iii
(Ans:b)
16
10-The role of management is
i. To provide Resources
ii. To define EMS
To monitor the effectiveness of the
iii.
system
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
11-Common features of CMM is how to produce software product which are
i. Consistence
ii. Repeatable
iii. Predictable
The correct answer
is
a. i only
b. ii only
c. ii & iii
d. i, ii & iii
(Ans: d)
12-HRD at organizational level talks of
Organization’s manpower
i.
planning
ii.
Training
iii. Performance appraisal
The correct answer is
a. i only
b. I & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
e) https://www.vskills.in/practice/tqm-mock-test
MOCK TEST ON TQM
Multiple Choice Questions (MCQ) on Total Quality Management (TQM)
1-Malcolm Baldrige national quality award is for (MBNQA)
a. Total Quality Management
b. International Standard Organization
c. Total Productive Maintenance
d. Total Quality Control
(Ans:a)
2-The process mapping is a ______ diagram.
a. Data flow
b. Work flow
c. Circular
d. Audit
(Ans:b)
3-Control chart is a
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b)
d. None of the above
(Ans:c)
4-The objective of ISO-9000 family of Quality management is
a. Customer satisfaction
b. Employee satisfaction
c. Skill enhancement
d. Environmental issues
(Ans:a)
5-Total Quality Management (TQM) focuses on
a. Employee
b. Customer
c. Both (a) and (b)
d. None of the above
(Ans:c)
6-Which of the following is responsible for quality objective?
a. Top level management
b. Middle level management
c. Frontline management
 d. All of the above
(Ans:a)
7-The following is (are) the machine down time.
a. Waste
b. No material
c. Breakdown
d. All of the above
(Ans:d)
8-TQM & ISO both focuses on
a. Customer
b. Employee
c. Supplier
d. All of the above
(Ans:a)
9-According to Deming, Quality problems are
a. Due to management
b. Due to method
c. Due to machine
d. Due to material
(Ans:a)
10-While setting Quality objective, ________ to be considered.
a. Material quality
b. Customer need
c. Market demand
d. All of the above
(Ans:b)
11-Match The Following
A. TQM promotes 1. Small change
B. Kaizen is 2. Continuous improvement
C. Quality circle can solve problem related to 3. Employee participation
D. Quality circle benefit to 4. Employee
f) The correct order is
a. A-3, B-1, C-2, D-4
b. A-1, B-3, C-2, D-4
c. A-3, B-1, C-4, D-2
d. A-3, B-2, C-1, D-4
(Ans:a)
12-_______ helps organization reduce employee turnover and absenteeism.
a. Job design
b. Training & development
c. Wage revision
d. All of the above
(Ans:b)
13-CMM stands for
a. Capability maturity model
b. Capability monitoring model
c. Capability measuring model
d. Capability matching model
(Ans:a)
14-While setting Quality objective, ________ to be considered.
a. Customer need
b. Organizational need
 c. Supplier need
d. Worker need
(Ans:a)
15-Which of the following is for Environment management?
a. ISO-9000
b. ISO-14000
c. ISO-26000
d. ISO-31000
(Ans:b)
Objective Questions and answers on Total Quality Management (TQM)– Set 2
1-P-D-C-A stands for
a. Plan-Do-check-Act
b. Plan-Do-correct-Act
c. Proceed-Do-check-Act
d. Proceed-Do-correct-Act
(Ans:a)
2-What is ISO?
a. Indian organization for standard
b. Internal organization for standard
c. International organization for standard
d. None of the above
(Ans:c)
3-EMS stands for
a. Environmental management system
b. Employees management system
c. Engineering management system
d. Equipment management system
(Ans:a)
4-For Cpk (Process capability index) value of 1.33, the PPM is
a. 1
b. 63
c. 2700
d. 45500
(Ans:b)
5-Match The Following
A. Bureaucratic 1. Satisfy all customer need
B. Leadership from top 2. Working together for excellence
C. Excellence mean 3. Provide consistent vision direction
D. Team work mean 4. Unlimited thinking
g) The correct order is
a. A-2, B-1, C-3, D-4
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-4, B-3, C-1, D-2
(Ans:b)
6-Match the following
A. Dr. Deming believes 1. Common causes
B. Ishikawa development 2. To prevent defect
C. Type of variation is due to 3. Cause & effect diagram
D. Crosby’s objective of quality 4. Histogram
h) The correct order is
a. A-3, B-2, C-1, D-4
b. A-2, B-3, C-4, D-1
c. A-2, B-3, C-1, D-4
d. A-4, B-3, C-1, D-2
(Ans:c)
7-Rectangle represents ________ While plotting flow chart.
a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:a)
8- Tally chart is
a. Process monitoring tool
b. Data collection tool
c. Process planning tool
d. None of the above
(Ans:b)
9-Diamond represents ________ while plotting flow chart.
a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:b)
10-The role of management is to
a. provide Resources
b. define EMS
c. monitor the effectiveness of the system
d. All of the above
(Ans:d)
11-ISO emphasis on
a. Prevention
b. Inspection
c. Rejection
d. All of the above
(Ans:a)
12- ISO – 14001 gives stress on
a. Plan – Do -check -Act
b. Environmental protection
c. Prevention rather than detection
d. All of the above
(Ans:d)
13- Service Assurance is
a. Confidence with customer
b. Customer has trust
c. Employee has knowledge
d. All of the above
(Ans:d)
14- Following is (are) the phase(s) of intervention
a. Formulation stage
b. Maintenance stage
c. Implementation stage
d. All of the above
(Ans:d)
15- When cpk is less than one
a. Process is not capable
b. Process is stable
c. Process if highly capable
d. None of the above
(Ans:a)
WWW.SANFOUNDRY.COM
1. What is the full form of TQM?
a) True quality machining
b) Total quality management
c) True quantitative machining
d) Total queue management
View Answer
Answer: b
Explanation: Total quality management is a process that promotes unending improvement in the
efficiency and effectiveness of all elements of a business. Quality finds the 1st place in the entire
business action.
2. Which of the following is correct for TQM?
a) Quality strategy in TQM emanates from top
b) TQM is a static process
c) It is a management approach to short-term success through customer
d) It is used to improve processes not products
View Answer
Answer: a
Explanation: Quality strategies and values in TQM emanates from top. Strategy of defect
prevention leads to plans of action and strategic goals. Customer orientation is also a principle of
TQM. Regular feedback is needed to meet the needs of customers.
3. Which part in quality management is the critical part?
a) Process thinking
b) Performance measurement
c) Customer’s view
d) Systematic approach
View Answer
Answer: d
Explanation: A critical part of quality management is the systematic and strategic approach to
achieving an organization’s vision and goals. This process includes the formulation of a strategic
plan that integrates quality as a core component.
4. 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
View Answer
Answer: a
Explanation: Communication is two way in total quality management. It should be forceful,
effective, consistent and clear. It is very essential for active and open involvement in all
company’s visions.
5. Which of the following is correct option for given statements about TQM?
Statement 1: Design of the formal system is a one time effort.
Statement 2: TQM is a management philosophy.
a) F, F
b) F, T
c) T, T
d) T, F
View Answer
Answer: b
Explanation: Design of a system is not a onetime effort but it wills changes continuously
according to the customer need and organization.
TQM is a management philosophy to a journey of excellence of organization and also to satisfy
needs of customer.
6. 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
View Answer
Answer: d
Explanation: TQM as a company-wide effort emphasizes 3 core principles. These principles are
process orientation, customer orientation and continuous improvement. Some core areas are
essential to implement these principles that organization need to follow.
7. 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
View Answer
Answer: a
Explanation: Management commitment and vision, teamwork participation, Quality tools and
techniques are the system models and competition. Survival, profitability, Customer
expectations are the drivers. System models, drivers and TQM all together forms a TQM system.
8. 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
View Answer
Answer: b
Explanation: Any TQM company needed a good process management. These include design, R &
D, process management quality for all work units and suppliers and also quality improvement
and assessment.
9. How many stages are needed for inspection and testing in TQM as per ISO 9001?
a) 1
b) 2
c) 3
d) 4
View Answer
Answer: c
Explanation: There are three stages of inspection and testing as per ISO 9001. These stages are
receiving inspection and testing, in process inspection and third is testing and final inspection
and testing.
10. Which factor is the basis of Decision making in TQM?
a) Facts only
b) Opinions only
c) Facts and opinions both
d) Neither facts nor opinions
View Answer
Answer: a
Explanation: Decision-making within the organization should be only based on facts. It is not
based on opinions like personal interests and emotions. Data should support this type of
decision-making process.
REFERRED IN THE BELOW GIVEN WEBSITE
https://www.mbamcq.com/total-quality-management/20.php
Total Quality Management
1. ______________ is not a process tools for TQM systems
A. process flow analysis
B. histograms
C. plier
D. control charts
View answer
Correct answer: (C)
plier
2. Processes that operate with "six sigma quality" over the short term are assumed
to produce
long-term defect levels below ______________ defects per million opportunities
(DPMO).
A. 2
B. 2.4
C. 3
D. 3.4
View answer
Correct answer: (D)
3.4
3. Inspection, scrap, and repair are examples of ______________
A. internal costs
B. external costs
C. costs of dissatisfaction
D. societal costs
View answer
Correct answer: (A)
internal costs
4. ______________ are used in six sigma
A. black belt
B. green belt
C. both black belt and green belt
D. none of the Above
View answer
Correct answer: (C)
both black belt and green belt
5. Customers are primarily concerned with ______________
A. Communication, courtesy, and credibility of the sales person
B. Competence, courtesy, and security of the sales person
C. Competence, responsiveness, and reliability of the sales person
D. Communication, responsiveness, and cleverness of the sales person
View answer
Correct answer: (A)
Communication, courtesy, and credibility of the sales person
6. Assured quality is necessary for building customer confidence.
A. correct
B. correct to some extent
C. correct to great extent
D. incorrect
View answer
Correct answer: (A)
correct
7. ______________ is about supplying customers with what they want when they want
it.
A. JUT
B. HET
C. JAT
D. JIT
View answer
Correct answer: (D)
JIT
8. ______________ are the areas that will be covered by the organization's processes
A. process areas
B. product Areas
C. private areas
D. preset areas
View answer
Correct answer: (A)
process areas
9. All of the following costs are likely to decrease as a result of better quality except
______________
A. customer dissatisfaction costs
B. inspection costs
C. maintenance costs
D. warranty and service costs
View answer
Correct answer: (C)
maintenance costs
10. "Quality is defined by the customer" is
A. An unrealistic definition of quality
B. A user-based definition of quality
C. A manufacturing-based definition of quality
D. A product-based definition of quality
View answer
Correct answer: (B)
A user-based definition of quality
Previous
Total Quality Management
11. TQM stands for ______________
A. Total Quality Management
B. Total Quantity Management
C. Total Qualitative Management
D. To question management
View answer
Correct answer: (A)
Total Quality Management
12. After E.deming, who is considered to have the greatest impact in quality
management?
A. Kauro Ishikawa
B. Joseph M. Juran
C. W.E. Deming
D. Genichi Tagucchi
View answer
Correct answer: (B)
Joseph M. Juran
13. Deming's 4 step cycle for improvement is______________
A. plan, do, check, act
B. schedule, do, act, check
C. do, act, check, monitor
D. plan, control, act, sustain
View answer
Correct answer: (A)
plan, do, check, act
14. In Six Sigma, a ______________ is defined as any process output that does not
meet customer specifications
A. error
B. cost
C. quality
D. defect
View answer
Correct answer: (D)
defect
15. Plan-do-study-act cycle is a procedure to ______________
A. Overall improvement
B. Continuous improvement
C. Permanent improvement
D. Immediate improvement
View answer
Correct answer: (B)
Continuous improvement
16. Quality practices must be carried out ______________
A. at the start of the project
B. throuout the life of the project
C. at the end of the project
D. no neeed to carry out quality practices
View answer
Correct answer: (B)
throuout the life of the project
17. –––––––– are the charts that identify potential causes for particular quality
problems.
A. Control Chart
B. Flow chart
C. Cause and Effect Diagram
D. Pareto chart
View answer
Correct answer: (C)
Cause and Effect Diagram
18. Quality circles work best if employees are initially trained in ______________
A. Group dynamics
B. Motivation principles
C. Communications
D. All of the three. (Not sure)
View answer
Correct answer: (D)
All of the three. (Not sure)
19. Quality Trilogy includes
A. Quality planning
B. quality improvement
C. quality control
D. All the three
View answer
Correct answer: (D)
All the three
20. production issues should be addressed early
A. correct (not sure)
B. correct to some extent
C. correct to great extent
D. incorrect
View answer
Correct answer: (A)
correct (not sure)
Total Quality Management
21. inspection is part of the ______________
A. quality control (not sure)
B. Quality Planning
C. Quality improvement
D. Quality circle
View answer
Correct answer: (A)
quality control (not sure)
22. QFD stands for ______________
A. Quantity for deployment
B. Quality for deployment
C. Quality function deployment
D. Quality for decision
View answer
Correct answer: (C)
Quality function deployment
23. reliability is the degree to which a unit of equipment performs its intended
function under ______________ for ______________ of time.
A. specified conditions; specified period
B. any condition; specified period
C. specified conditions; all periods
D. any condition; any period
View answer
Correct answer: (A)
specified conditions; specified period
24. Kaizen is a ______________ process, the purpose of which goes beyond simple
productivity improvement.
A. weekly
B. daily
C. monthly
D. annual
View answer
Correct answer: (B)
daily
25. elements of quality management system are ______________
A. organizational structure
B. responsibilities
C. procedures
D. all the three (not sure)
View answer
Correct answer: (D)
all the three (not sure)
26. At the time of making a purchase agreement with a vendor, what is
important to mention about inspection?
A. the characteristics of the product that are to be inspected
B. the tolerances that would be allowed
C. the reputation of the vendor
D. a & b both (not sure)
View answer
Correct answer: (D)
a & b both (not sure)
27. "Poka-yoke" is the Japanese term for ______________
A. Card
B. Fool proof
C. Continuous improvement
D. Fishbone diagram
View answer
Correct answer: (B)
Fool proof
28. Based on his 14 Points, Deming is a strong proponent of ______________
A. inspection at the end of the production process
B. an increase in numerical quotas to boost productivity
C. looking for the cheapest supplier
D. training and knowledge
View answer
Correct answer: (D)
training and knowledge
29. A fishbone diagram is also known as a .______________
A. cause-and-effect diagram
B. poka-yoke diagram
C. Kaizen diagram
D. Taguchi diagram
View answer
Correct answer: (A)
cause-and-effect diagram
30. According to Deming most of the problems are related to systems and it is
the responsibility of the management to improve the systems
A. correct
B. correct to some extent
C. correct to great extent
D. Taguchi
View answer
Correct answer: (A)
correct
Total Quality Management
31. A maturity model can be used as a benchmark for comparison and as an aid
to understanding
A. TRUE
B. FALSE
C. depends
D. can't say
View answer
Correct answer: (A)
TRUE
32. fourteen points framework for quality and productivity improvement was
suggested by ______________
A. Crosby
B. Ishikawa
C. Deming
D. Juran
View answer
Correct answer: (C)
Deming
33. Juran's Quality trilogy emphasizes the roles of quality planning, quality
control and ______________
A. Quality Definition
B. Quality enhancement
C. Quality improvement
D. quality maintenance
View answer
Correct answer: (C)
Quality improvement
34. Quality Circles members are ______________
A. Paid according to their contribution to quality
B. External consultants designed to provide training in the use of Quality
tools
C. Always machine operators
D. None of the three.
View answer
Correct answer: (D)
None of the three.
35. Identify the cost not likely to reduce as a result of better quality.
A. Maintenance costs
B. Inspection costs
C. Scrap costs
D. Warranty and service costs
View answer
Correct answer: (A)
Maintenance costs
36. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost
in the ______________
A. Taguchi Loss Function
B. Pareto Chart
C. ISO 9000 Quality Cost Calculator
D. Process Chart
View answer
Correct answer: (A)
Taguchi Loss Function
37. Kaizen is a Japanese term meaning ______________
A. continuous improvement
B. Just-in-time (JIT)
C. a fishbone diagram
D. setting standards
View answer
Correct answer: (A)
continuous improvement
38. Quality management includes forming and directing a team of people to
achieve a qualitative goal within an effective cost and time frame that results in
______________
A. a project completed in shortest possible time.
B. a product or service that conforms to the required specifications.
C. an award-winning product that brings public recognition to the project
D. an innovative project that establishes qualification of the project team
View answer
Correct answer: (B)
a product or service that conforms to the required specifications.
39. establishing measurements based on customer needs for optimizing product
design is known as ______________
A. Quality planning
B. quality improvement
C. quality control
D. Quality planning (Actual answer is Quality planning roadmap)
View answer
Correct answer: (D)
Quality planning (Actual answer is Quality planning roadmap)
40. DMAIC is ______________
A. develop, multiply, analyze, improve, check
B. define, muliply, analyze, improve, control
C. define, measure, analyze, improve, control
D. define, manufacture, analyze, improve, control
View answer
Correct answer: (C)
define, measure, analyze, improve, control
Total Quality Management
41. Quality fulfills a need or expectation that is:
A. Explicitly stated
B. Implied
C. Legally required
D. All of the above
View answer
Correct answer: (D)
All of the above
42. The taste of burgers across all McDonald outlets should be same. This is an
example of ______________.
A. Sensory critical to quality Characteristic
B. Physical critical to Quality Characteristic
C. Time Orientation critical to Quality Characteristic
D. None of the above
View answer
Correct answer: (A)
Sensory critical to quality Characteristic
43. Check Sheet is used during ______________ stage of DMAIC.
A. Define
B. Measure
C. Analyze
D. Improve
View answer
Correct answer: (B)
Measure
44. ______________ is the set of activities that ensures the quality levels of
products and services are properly maintained and that supplier and customer
quality issues are properly resolved.
A. Quality Assurance
B. Quality Planning
C. Quality Control
D. Quality Management
View answer
Correct answer: (A)
Quality Assurance
45. Presence of ______________ after every stage of DMAIC allows for review of
project and incorporation of suggestions.
A. Review gate
B. Toll gate
C. Decision gate
D. None of the above
View answer
Correct answer: (B)
Toll gate
46. The Toyota Production System is based on two pillars namely ______________
and ______________.
A. Kaizen, Six Sigma
B. Lean, Six Sigma
C. Just in Time, Jidoka
D. Just in Time, Kaizen
View answer
Correct answer: (C)
Just in Time, Jidoka
47. Which of the following is not a target of Total Quality Management:
A. Customer Satisfaction
B. Reducing manpower
C. Continuous Cost Reduction
D. Continuous Operational Improvement
View answer
Correct answer: (B)
Reducing manpower
48. Let there be a data set {200,201,202,203,204,205,206,207,208}. This data
set can be represented using stem and leaf where the ______________ is 20 and
the ______________ is {0,1,2,3,4,5,6,7,8}.
A. Stem, Leaf
B. Leaf, Stem
C. Tree, Stem
D. Tree, Leaf
View answer
Correct answer: (A)
Stem, Leaf
49. A ______________ diagram shows the location of defects in any unit. This
diagram is used in the analyse step of DMAIC.
A. Affinity
B. Relations
C. Defect Concentration
D. Scatter
View answer
Correct answer: (C)
Defect Concentration
50. The ______________ is used to identify what might go wrong in a plan under
development.
A. Pareto Chart
B. PDPC
C. Arrow Diagram
D. Matrix Diagram
View answer
Correct answer: (B)
PDPC
Total Quality Management
51. The defect concentration diagram can be used in the ______________ stage of
the DMAIC.
A. Define
B. Measure
C. Analyze
D. Improve
View answer
Correct answer: (C)
Analyze
52. The taste of the burger can be categorized as good or bad This is an
example of which type of data:
A. Variable
B. Attribute
C. Cannot be determined
D. None of the above
View answer
Correct answer: (A)
Variable
53. For a given sample size (n) and number of defects acceptable ©, the
Average Total Inspection (of units) should ______________ with increase in N (lot
size).
A. Increase
B. Decrease
C. Remain Constant
D. None of the above
View answer
Correct answer: (A)
Increase
54. The pattern of continuous movement in one direction in a control chart is
termed as:
A. Mixture
B. Cyclic Pattern
C. Trend
D. Stratification
View answer
Correct answer: (C)
Trend
55. Juran's quality management philosophy is based on three pillars namely
planning, control and ______________.
A. Implementation
B. Improvement
C. Monitor
D. Design
View answer
Correct answer: (B)
Improvement
56. For a point in the control chart to be out of control, it must lie
A. Above UCL or Below LCL
B. Between Central Line and LCL
C. Between Central Line and UCL
D. None of the above
View answer
Correct answer: (A)
Above UCL or Below LCL
57. X bar should never be interpreted when:
A. R chart shows out of control points
B. X bar chart shows out of control points
C. The process mean is not known
D. None of the above
View answer
Correct answer: (A)
R chart shows out of control points
58. The average run length can be defined as:
A. The beta risk for an x bar chart
B. The expected number of samples taken before any shift in process quality
is detected
C. The number of samples used in the construction of x bar chart
D. The number of items per sample
View answer
Correct answer: (B)
The expected number of samples taken before any shift in process quality is
detected
59. Consider the first method of p bar estimation where each sample is of
varying size. If the 3rd sample has p bar =.01, and the sample size of the
3rd sample is 10, what will be the upper control limit for the 3rd sample?
A. .5
B. .6
C. .1 ( (p bar + 3∗ √p bar∗(1-p bar)/n) is a measure of the upper control limit)
D. None of the above
View answer
Correct answer: (C)
.1 ( (p bar + 3∗ √p bar∗(1-p bar)/n) is a measure of the upper control limit)
60. A major assumption for p chart is that all units produced are ______________.
A. Independent
B. Dependent
C. None of the above
D. Cannot be determined
View answer
Correct answer: (A)
Independent
Total Quality Management
61. Apart from Poisson distribution, another distribution that can be applied to
events data is:
A. Normal Distribution
B. Geometric Distribution
C. Lognormal Distribution
D. Continuous Distribution
View answer
Correct answer: (B)
Geometric Distribution
62. Which of the following is not true regarding when to select a p, c or u chart:
A. The process is a complex assembly operation and product quality is
measured in terms of the occurrence of nonconformities, successful or
unsuccessful product function, and so forth.
B. Process control is necessary, but measurement data cannot be obtained.
C. A historical summary of process performance is necessary.
D. Destructive testing (or such other expensive testing procedures) is
required.
View answer
Correct answer: (D)
Destructive testing (or such other expensive testing procedures) is required.
63. The dimension of reliability is concerned with:
A. How easy it is to repair the product
B. How long does the product last
C. Will the product do the intended job
D. How often does the product fail
View answer
Correct answer: (D)
How often does the product fail
64. From a consumer perspective quality is determined by ______________ while
from a producers perspective quality is determined by ______________.
A. Variability, Cost
B. Cost, Price
C. Price, Cost
D. Cost, Variability
View answer
Correct answer: (C)
Price, Cost
65. The probability distribution function corresponding to tossing of a coin will be
a:
A. Probability Density function
B. Probability Mass function
C. Probability Measurement function
D. Probability Cumulative Function
View answer
Correct answer: (B)
Probability Mass function
66. While the first generation of Six sigma focused on ______________, the third
generation of six sigma focused on ______________.
A. Variability reduction, creating value
B. Variability reduction, improved business performance
C. Creating value, Improved business performance
D. None of the above
View answer
Correct answer: (A)
Variability reduction, creating value
67. The standard normal distribution has mean= ______________ and standard
deviation= ______________.
A. 1,0
B. 0,1
C. 0,0
D. 1,1
View answer
Correct answer: (B)
0,1
68. A ______________ chart can be used to identify the most frequently occurring
defect.
A. Pareto
B. Ishikawa
C. Histogram
D. Scatter
View answer
Correct answer: (A)
Pareto
69. The main aim of QFD is to
A. Listen to the voice of customer
B. Lower cost
C. Reduce errors
D. Reduce supplier defect
View answer
Correct answer: (A)
Listen to the voice of customer
70. Average Total Inspection is defined as:
A. Average of rejected lots and accepted lots
B. Average number of units inspected per lot
C. Average of rejected Lots
D. Average of accepted Lots
View answer
Correct answer: (B)
Average number of units inspected per lot
Total Quality Management
71. R charts are used for controlling ______________ of a process.
A. Central Tendency
B. Dispersion
C. None of the above
D. Both a and b
View answer
Correct answer: (B)
Dispersion
72. If the Average outgoing Quality is plotted against the Incoming Fraction
Defective, the Average Outgoing Quality Limit is the ______________ point.
A. Highest
B. Lowest
C. Middle
D. Cannot be determined
View answer
Correct answer: (A)
Highest
73. For the above table, what is the value corresponding to the central line for
the x bar chart?
A. 10.08
B. 10.05
C. 9.89
D. 9.78
View answer
Correct answer: (A)
10.08
74. The x bar chart monitors:
A. Between sample variability
B. Within sample variability
C. Instantaneous variability
D. Natural variability
View answer
Correct answer: (A)
Between sample variability
75. In case someone is interested in process standard deviation, he should
construct the ______________ chart.
A. X bar
B. R chart
C. S chart
D. None of the above
View answer
Correct answer: (C)
S chart
76. If data for MR chat shows non-normality, it is better to determine the control
limits for the individuals control chart based on the ______________ of the correct
underlying distribution.
A. Percentage
B. Percentiles
C. Rank
D. Mean
View answer
Correct answer: (B)
Percentiles
77. A sample of size 10 contains 50 non-conformities. The average number of
non-conformities is:
A. 7
B. 4
C. 5 (50/10 i.e. total non-conformities/sample size)
D. 1
View answer
Correct answer: (C)
5 (50/10 i.e. total non-conformities/sample size)
78. When the number of defects is low, which of the following is true:
A. We should use c or u chart
B. Most samples will have non-zero defects
C. Create a time between occurrence control chart
D. None of the above
View answer
Correct answer: (C)
Create a time between occurrence control chart
79. Bias reflects the:
A. The differences in observed accuracy and/or precision experienced over
the range of measurements made by the system.
B. The difference between observed measurements and a "true" value
obtained from a master or gold standard
C. Different levels of variability in different operating regimes, resulting from
warm-up effects, environmental factors, inconsistent operator
performance
D. None of the above
View answer
Correct answer: (B)
The difference between observed measurements and a "true" value obtained
from a master or gold standard
80. If variability of a product decreases, its quality ______________
A. remains unchanged
B. decreases
C. increases
D. may increase or decrease
View answer
Correct answer: (C)
increases
Total Quality Management
81. The focal point of all quality control should be:
A. Price focus
B. Cost Focus
C. Customer Focus
D. Manufacturing Focus
View answer
Correct answer: (C)
Customer Focus
82. The key process input variables (KPIV) and key process output variables are
developed during the ______________ phase.
A. Define
B. Analyze
C. Measure
D. Improve
View answer
Correct answer: (C)
Measure
83. An unbiased dice is rolled once. The probability of getting a number greater
than 4 is:
A. ¼
B. 1/6
C. ½
D. 1/3
View answer
Correct answer: (D)
1/3
84. Which of the following statement is false:
A. Important step of strategic quality management is identification of those
dimensions in which the organization will compete
B. Selection of suppliers should be based on quality, schedule, and cost,
rather than on cost alone
C. All of the individuals in the organization must have an understanding of
the basic tools of quality improvement
D. Manufacturing Unit should be the unit focusing on Quality Improvement
among all units in an organization
View answer
Correct answer: (D)
Manufacturing Unit should be the unit focusing on Quality Improvement among
all units in an organization
85. Cause and Effect Diagram can be used in the ______________ and
______________ step of DMAIC.
A. Define, Measure
B. Analyze, Control
C. Analyze, Improve
D. Define, Improve
View answer
Correct answer: (C)
Analyze, Improve
86. Which of the following is false regarding when acceptance sampling is useful:
A. When testing is destructive
B. When 100% inspection cost is very low
C. When there are potentially serious product liability risk
D. When 100% inspection is not technically feasible
View answer
Correct answer: (B)
When 100% inspection cost is very low
87. Let p0 be the incoming fraction defective and p1 be the outgoing fraction
defective (Assume both p1 and p0 is greater than 0). If rectifying inspection is
performed then:
A. P0<p1
B. P1<p0
C. None of the above
D. Cannot be determined
View answer
Correct answer: (B)
P1<p0
88. A company wants to measure the length of a fan as a part of its quality
control exercise. The type of data collected will be:
A. Variable
B. Attribute
C. Cannot be determined
D. None of the above
View answer
Correct answer: (B)
Attribute
89. If only ______________ causes of variation are present, the output of a process
forms a distribution that is table over time and is predictable.
A. Assignable
B. Non-Random
C. Natural
D. Cannot be said
View answer
Correct answer: (C)
Natural
90. For an x bar chart, β risk can be defined as:
A. The probability of detecting the shift in process mean from μo (in control
value) to μ1
B. The probability of not detecting the shift in process mean from μ0 (in
control value) to μ1
C. The probability of detecting the shift in process range from μ0 (in control
value) to μ1
D. The probability of not detecting the shift in process range from μ0 (in
control value) to μ1
View answer
Correct answer: (B)
The probability of not detecting the shift in process mean from μ0 (in control
value) to μ1
Total Quality Management
91. Consider that for a process s bar (average standard deviation of 50 samples
each of size 4) is found to be 10.04. The value of c4 (corresponding to sample
size of .4) is .92. What is the estimated value of process standard deviation?
A. 10.91 (s bar/ c4 is an unbiased estimator of standard deviation)
B. 11.89
C. 12.67
D. 9.67
View answer
Correct answer: (A)
10.91 (s bar/ c4 is an unbiased estimator of standard deviation)
92. The basic assumption of calculating the control limits based on average
sample size (for a p chart) will ______________ from/as those previously observed.
A. Greatly differ
B. Will be exactly the same
C. Not greatly differ
D. None of the above
View answer
Correct answer: (C)
Not greatly differ
93. The g chart is the control chart for:
A. Average number of events
B. Total number of events
C. Mean number of events
D. None of the above
View answer
Correct answer: (B)
Total number of events
94. Attribute charts may be used when:
A. Several characteristics can be jointly measured
B. When one particular quality characteristic is of importance
C. Specific information like process mean is required
D. None of the above
View answer
Correct answer: (A)
Several characteristics can be jointly measured
95. The thickness of the blade of a fan is specified to lie between 4 cm and 6 cm.
The length of the blades must lie between 10 cm and 20 cm. A fan blade
randomly selected from a sample of 100 blades has a thickness of 5cm and a
length of 21cm. The number of defect(s) the blade has is ______________.
A. One
B. Two
C. There is no defect
D. Three
View answer
Correct answer: (A)
One
96. The probability of getting a multiple of 2 on throwing a dice once is:
A. 1/6
B. ¼
C. ½
D. 1/3
View answer
Correct answer: (A)
1/6
97. Inspection of incoming/outgoing items is an example of ______________.
A. Prevention Cost
B. Appraisal Cost
C. Internal Failure Cost
D. External Failure Cost
View answer
Correct answer: (B)
Appraisal Cost
98. Four basic characteristics of an optimal process are:
A. Economy, efficiency, control, quality
B. Quality, Improvement, efficiency, productivity
C. Economy, efficiency, productivity, cost
D. Economy, efficiency, productivity, quality
View answer
Correct answer: (D)
Economy, efficiency, productivity, quality
99. ______________ diagram is used for identifying potential relationship between
two variables.
A. Pareto
B. Ishikawa
C. Histogram
D. Scatter
View answer
Correct answer: (D)
Scatter
100. Lots for acceptance sampling should be ______________ and ______________.
A. Homogeneous, Large
B. Heterogeneous, Small
C. Homogeneous, Small
D. Heterogeneous, Large
View answer
Correct answer: (A)
Homogeneous, Large
Total Quality Management
101. The roof of house of quality shows the interrelationship between:
A. Functional Requirements
B. Design Attributes
C. Service Process
D. Manufacturing Process
View answer
Correct answer: (B)
Design Attributes
102. X bar charts are uses to control the ______________ of a process.
A. Dispersion
B. Central tendency
C. None of the above
D. Both a and b
View answer
Correct answer: (B)
Central tendency
103. Given that for the three samples, the value of R bar is .66 and value of d2
corresponding to three is1.128, what is the estimated standard deviation?
A. .43
B. .67
C. .58
D. .75
View answer
Correct answer: (C)
.58
104. In phase 1 of control chart usage, if a point is outside the control limits and
some assignable cause is found for the point, then we should:
A. Discard the point but do not recalculate control limits
B. Discard the point and recalculate the control limit
C. Do not discard the point
D. Cannot be determined
View answer
Correct answer: (B)
Discard the point and recalculate the control limit
105. Given L=3 and p=.03, estimate the sample size that can be used for
construction of a p chart.
A. 534
B. 321
C. 123
D. 291 ((1-p)∗L2/p gives us an estimate of sample size)
View answer
Correct answer: (D)
291 ((1-p)∗L2/p gives us an estimate of sample size)
106. The chart used for tracking number non-conforming is:
A. P
B. Np
C. X bar
D. None of the above
View answer
Correct answer: (B)
Np
107. For a c chart, the OC curve plots the ______________ against ______________.
A. Probability of Type 2 error, true mean number of defects
B. Probability of Type 1 error, true mean number of defects
C. Probability of Type 1 error, true total number of defects
D. Probability of Type 2 error, true total number of defects
View answer
Correct answer: (A)
Probability of Type 2 error, true mean number of defects
108. Identification of customers and listening to the Voice of Customer (VoC) are
a part of:
A. Quality Assurance
B. Quality Planning
C. Quality Control and Improvement
D. Quality Execution
View answer
Correct answer: (B)
Quality Planning
109. Ease of repair is associated with ______________ dimension of quality.
A. Serviceability
B. Performance
C. Durability
D. Perceived Quality
View answer
Correct answer: (A)
Serviceability
110. SIPOC diagram, used for understanding the flow in a process is used in
______________ stage of DMAIC.
A. Define
B. Measure
C. Analyze
D. Improve
View answer
Correct answer: (A)
Define
Total Quality Management
111. Two major components of fitness of use are Quality of Design and
______________.
A. Quality of Conformance
B. Quality of Service
C. Quality of Specification
D. Quality of Manufacturing
View answer
Correct answer: (A)
Quality of Conformance
112. For new product development, the chosen methodology should be
A. DMADV
B. DMAIC
C. Structured Design Methodology
D. DMIE
View answer
Correct answer: (A)
DMADV
113. In DMAIC, redesigning of process to either remove bottlenecks or to reduce
waste takes place in the ______________ stage.
A. Define
B. Measure
C. Improve
D. Control
View answer
Correct answer: (C)
Improve
114. The critical path method determines the ______________ path from the
beginning to the end of the project.
A. Shortest
B. Quickest
C. Longest
D. Middle
View answer
Correct answer: (C)
Longest
115. The Operating characteristic curve shows the relationship between the
probability of acceptance (on y axis) and ______________ (on x axis).
A. Proportion defective
B. Proportion acceptable
C. Number of lots
D. Size of lot
View answer
Correct answer: (A)
Proportion defective
116. In a double sampling plan, let d1 be the number of defects in the first
sample and d2 be the number of defects in the second sample. Let c2 be the
acceptance number for both samples. The condition for rejection is:
A. D1+d2<c2
B. D1+d2>c2
C. D1∗d2>c2
D. D1∗d2<c2
View answer
Correct answer: (B)
D1+d2>c2
117. While random variability in a system can be removed by ______________,
non-random variability requires ______________.
A. Operator or management action, Improvement in the system
B. Improvement in the system, operator or management action
C. Statistical Quality Control, Quality Checks
D. None of the above
View answer
Correct answer: (B)
Improvement in the system, operator or management action
118. The concept of rational sub group means that subgroups or samples be
selected such that if assignable causes are present the chances for differences
between subgroups will be ______________.
A. minimized
B. maximized
C. neutralized
D. optimized
View answer
Correct answer: (B)
maximized
119. Q-Q plot is used to check:/p>
A. Normality of the dataset
B. Number of defects
C. Process mean
D. Process standard deviation
View answer
120. The OC curve provides a measure of the ______________ of the control chart.
A. Sensitivity
B. Duality
View answer
Correct answer: (A)
Sensitivity
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121. Which of the following is not a type of attribute chart?
A. P chart
B. C chart
C. U char
D. X bar chart
View answer
Correct answer: (D)
X bar chart
122. The thickness of aluminum sheet is specified to be of 6±2 mm. The Upper
Specification Limit and Lower Specification Limit for the sheet are:
A. 4mm, 8mm
B. 8mm, 4mm
C. 6mm, 8mm
D. 4mm, 6mm
View answer
Correct answer: (B)
8mm, 4mm
123. Failure Mode and Effects Analysis, which prioritizes different sources of
error, is used in ______________ stage.
A. Define
B. Measure
C. Improve
D. Analyze
View answer
Correct answer: (D)
Analyze
124. In a six sigma improvement project the least experienced individuals are:
A. Green Belt
B. Black belts
C. Red Belts
D. Master Black Belts
View answer
Correct answer: (A)
Green Belt
125. The ______________ diagram starts with one item which then branches of
into two or more items. This diagram is used to breakdown broad categories into
finer levels of detail.
A. Affinity
B. Tree
C. Relations
D. Matrix
View answer
Correct answer: (B)
Tree
126. Lot tolerance percent defective (LTPD) is a level of lot quality specified by
the ______________.
A. Consumer
B. Producer
C. Supplier
D. Sampling Plan
View answer
Correct answer: (A)
Consumer
127. Machine wear and tear is ______________ source of variation.
A. Random
B. Natural
C. Assignable
D. Cannot be determined
View answer
Correct answer: (C)
Assignable
128. Pattern in control charts which show the tendency to cluster around central
line is termed as:
A. Stratification
B. Mixture
C. Cyclic pattern
D. Shift in process level
View answer
Correct answer: (A)
Stratification
129. When output product of several sources is fed into a common stream, the
pattern of the control chart expected is:
A. Stratification
B. Trend
C. Mixture
D. Cyclic Pattern
View answer
Correct answer: (C)
Mixture
130. A fan blade is specified by length and thickness. While sampling, it was
found that for one particular blade, the length was non-conforming while the
thickness was as per specifications. Should the blade be considered nonconforming for
construction of a p chart?
A. Yes
B. No
View answer
Correct answer: (A)
Yes
Total Quality Management
131. Consider that for a particular process, the p has shifted to .4 and the
process has gone out of control. The corresponding value of beta is found to be .
3356. The value of Average Run Length is:
A. 2.5
B. 1.5 ((1/1-beta) provides us with average run length)
C. 1.0
D. 2.7
View answer
Correct answer: (B)
1.5 ((1/1-beta) provides us with average run length)
132. Consider for a process in control, the value of alpha is .0015. What is the
value of the average run length?
A. 666 ( 1/alpha gives us an estimate of average run length)
B. 555
C. 444
D. None of the above
View answer
Correct answer: (A)
666 ( 1/alpha gives us an estimate of average run length)
133. Identify the charts which might give an indication of process going out of
control (before the process has actually changed)
A. X bar and c
B. P and c
C. R and u
D. X bar and R
View answer
Correct answer: (D)
X bar and R
134. The four phases of the Shewart cycle are:
A. Plan, Do, Scan, Implement
B. Plan , Act , Do, Control
C. Plan, Do, Act, Check
D. Implement, Design, Control, Plan
View answer
Correct answer: (C)
Plan, Do, Act, Check
135. For a process which is six sigma complaint, the percentage of products
within specifications is:
A. 95.20%
B. 99.73%
C. 99.10%
D. 96.78%
View answer
Correct answer: (B)
99.73%
136. Mistake proofing of process is done in the ______________ stage of DMAIC.
A. Define
B. Measure
C. Improve
D. Control
View answer
Correct answer: (C)
Improve
137. In ______________ step of Quality Function Deployment, product or service
requirements are collected and analysed through techniques like market
research.
A. Identify Customer Attributes
B. Identify Design Attributes / Requirements
C. Conduct an Evaluation of Competing Products.
D. Evaluate Design Attributes and Develop Targets
View answer
Correct answer: (A)
Identify Customer Attributes
138. For a double sampling plan the probability of acceptance on the combined
samples is calculated as:
A. Maximum of probability of acceptance of first and second sample
B. Product of probability of acceptance of first and second sample
C. Average of probability of acceptance of first and second sample
D. Sum of probability of acceptance of first and second sample
View answer
Correct answer: (D)
Sum of probability of acceptance of first and second sample
139. ______________ can be defined as small subset of a lot.
A. Defect
B. Fraction Acceptable
C. Sample
D. Acceptance Number
View answer
Correct answer: (C)
Sample
140. If the value of D4 = 2.547, D3=0, then what is the UCL and LCL for the R
chart?
A. UCL=1.5, LCL=.4
B. UCL= 1.2, LCL=.2
C. UCL=1.5, LCL=0
D. UCL=1.6, LCL=0
View answer
Correct answer: (D)
UCL=1.6, LCL=0
Total Quality Management
141. Process capability ratio is expressed as:
A. USL+LSL/6σ
B. USL-LSL/6σ
C. USL-LSL/3σ
D. USL-LSL/σ
View answer
Correct answer: (B)
USL-LSL/6σ
142. Which of the following is the correct combination of specifications while
designing a control chart:
A. Sample size, Frequency of sampling, specification limit
B. Sample size, Frequency of sampling, Number of defects
C. Sample size, Specification limit, process standard deviation
D. Sample size, Process mean, specification limit
View answer
Correct answer: (A)
Sample size, Frequency of sampling, specification limit
143. For a c chart, the LCL comes out to be -.7. The value of LCL that should be
used is:
A. -.7
B. 0
C. 1
D. None of the above
View answer
Correct answer: (B)
0
144. For a Poisson distribution:
A. The mean is greater than the variance
B. The mean is less than variance
C. The mean is equal to the variance
D. Cannot be determined
View answer
Correct answer: (C)
The mean is equal to the variance
145. Effective quality control results in:
A. Increase in customer satisfaction
B. Lower cost
C. None of the above
D. Both a and b
View answer
Correct answer: (D)
Both a and b
146. Effective quality improvement can be instrumental in:
A. Increasing productivity
B. Reducing cost
C. Both a and b
D. None of the above
View answer
Correct answer: (C)
Both a and b
147. Typically in a cause and effect diagram, the ______________ is used for
classification of causes in the service industry.
A. 5Ms
B. 8Ps
C. 5Ss
D. 6Ps
View answer
Correct answer: (C)
5Ss
148. Producers risk can be defined as:
A. The probability of rejecting a good lot
B. The probability of accepting a bad lot
C. The probability of accepting a good lot
D. The probability of rejecting a bad lot
View answer
Correct answer: (A)
The probability of rejecting a good lot
149. In critical path method, earliest start is the:
 A. The largest Earliest Finish leading to that task
B. The smallest Earliest Finish leading to that task
C. Average of Earliest Finish leading to that task
D. Whenever the task can start
View answer
Correct answer: (A)
The largest Earliest Finish leading to that task
150. Which of the following is not a use of arrow diagram:
A. Determining the best schedule for the entire project
B. Potential Scheduling problem and solution
C. Calculate critical path of the project
D. Identifying defects in a process
View answer
Correct answer: (D)
Identifying defects in a process
Total Quality Management
151. For an ideal OC curve the probability of acceptance for lot fraction
defective less than .01 is ______________.
A. Equal to 1
B. Less than 1
C. Greater than 1
D. 0
View answer
Correct answer: (A)
Equal to 1
152. Factory A produces 100 pieces of wooden legs used in
manufacturing tables in 1 hour. The factory in total works for 3 hours. The
quality manager decided to check the quality of the output by measuring
the length of the legs (in cms). He decides to collect three samples (one
for each hour). The sample size for each sample is fixed at 5. The data
collected is present in the following table:
Leg 1 Leg 2 Leg 3
Sample 1 10.2 10.5 9.8
Sample 2 10.4 9.9 10.1
Sample 3 9.9 9.8 10.2
i) What is the mean and range of leg length in sample 1?
A. Mean=10.3;Range=.3
B. Mean=10.1;Range=.8
C. Mean=10.2;Range=.6
D. Mean=9.9;Range=.5
View answer
Correct answer: (B)
Mean=10.1;Range=.8
153. If we want to detect small process shifts using x bar chart, we should
use a sample size of:
A. Less than 5
B. 5-10
C. 10-15
D. 15-25
View answer
Correct answer: (D)
15-25
154. The parameters of s2 chart is specified using:
A. Normal Distribution
B. Geometric Distribution
C. Binomial Distribution
D. Chi-square distribution
View answer
Correct answer: (D)
Chi-square distribution
155. The focal point of all quality control should be:
A. Price focus
B. Cost Focus
C. Customer Focus
D. Manufacturing Focus
View answer
Correct answer: (C)
Customer Focus
156. Failure Mode and Effects Analysis, which prioritizes different sources
of error, is used in _________________ stage.
A. Define
B. Measure
C. Improve
D. Analyze
View answer
Correct answer: (D)
Analyze
157. Which of the following is the correct combination of specifications
while designing a control chart?
A. Sample size, Frequency of sampling, specification limit
B. Sample size, Frequency of sampling, Number of defects
C. Sample size, Specification limit, process standard deviation
D. Sample size, Process mean, specification limit
View answer
Correct answer: (A)
Sample size, Frequency of sampling, specification limit
158. The South African government is concerned about the high incidence
of HIV/AIDS in South Africa. They wish to estimate the true number of
people in South Africa who are HIV positive. A random sample of 5000
people were tested and 1980 of them were HIV positive. What is the
statistic?
A. The 5000 people sampled
B. All the people in South Africa
C. Impossible to calculate from the given information
D. The 1980 people sampled who were HIV positive
View answer
Correct answer: (D)
The 1980 people sampled who were HIV positive
159. The thickness of aluminum sheet is specified to be of 6±2 mm. The
Upper Specification Limit and Lower Specification Limit for the sheet are:
A. 4mm, 8mm
B. 8mm, 4mm
C. 6mm, 8mm
D. 4mm, 6mm
View answer
Correct answer: (B)
8mm, 4mm
160. In case someone is interested in process standard deviation, he
should construct the ______________ chart.
A. X bar
B. R chart
C. S chart
D. None of these
View answer
Correct answer: (C)
S chart
Total Quality Management
161. Suppose box A contains 4 red and 5 blue coins and box B contains 6 red
and 3 blue coins. A coin is chosen at random from the box A and placed in box B.
Finally, a coin is chosen at random from among those now in box B. What is the
probability a blue coin was transferred from box A to box B given that the coin
chosen from box B is red?
A. 15/29
B. 14/29
C. 1/2
D. 7/10
View answer
Correct answer: (A)
15/29
162. The value of Var(3 - 4X) is:
A. 5120 / 9
B. 1280 / 81
C. 5120 / 81
D. 1280 / 9
View answer
Correct answer: (C)
5120 / 81
163. A multiple-choice test has 30 questions. There are 4 choices for each
question. A student who has not studied for the test decides to answer all the
questions randomly by guessing the answer to each question. Which of the
following probability distributions can be used to calculate the student's chance
of getting at least 20 questions right?
A. Exponential
B. Normal
C. Poisson
D. Binomial
View answer
Correct answer: (D)
Binomial
164. Which of the following is NOT true about the standard error of a statistic?
A. The standard error measures, roughly, the average difference between the
statistic and the population parameter.
B. The standard error is the estimated standard deviation of the sampling
distribution for the statistic.
C. The standard error can never be a negative number.
D. The standard error increases as the sample size(s) increases.
View answer
Correct answer: (D)
The standard error increases as the sample size(s) increases.
165. A two-tailed test is one where:
A. results in only one direction can lead to rejection of the null hypothesis
B. negative sample means lead to rejection of the null hypothesis
C. results in either of two directions can lead to rejection of the null
hypothesis
D. no results lead to the rejection of the null hypothesis
View answer
Correct answer: (C)
results in either of two directions can lead to rejection of the null hypothesis
166. The chi-square test can be too sensitive if the sample is:
A. very small
B. very large
C. homogeneous
D. predictable
View answer
Correct answer: (B)
very large
167. The treatment mean square (MSTR), Mean Square Error (MSE). If the true
means of the k populations are equal, then MSTR/MSE should be:
A. more than 1.00
B. a positive number close to 1.00
C. a positive number close to 0.00
D. a negative value between 0.00 and - 1.00
View answer
Correct answer: (B)
a positive number close to 1.00
168. The error deviations within the residual sum of squares (SSE) statistic
measure distances:
A. within groups
B. between groups
C. between each value and the grand mean
D. none of these
View answer
Correct answer: (A)
within groups
169. In one-way ANOVA, which of the following is used within the F-ratio as a
measurement of the variance of individual observations?
A. The Sum of Square of Treatments (SSTR)
B. The Treatment Mean Square (MSTR)
C. The Residual Sum of Squares (SSE)
D. The Mean Sum of Squares (MSE)
View answer
Correct answer: (C)
The Residual Sum of Squares (SSE)
170. You obtained a significant test statistic when comparing three treatments in
a one-way ANOVA. In words, how would you interpret the alternative hypothesis
H(a)?
A. All three treatments have different effects on the mean response.
B. Exactly two of the three treatments have the same effect on the mean
response.
C. At least two treatments are different from each other in terms of their
effect on the mean
D. response.
E. None of these
View answer
Correct answer: (C)
At least two treatments are different from each other in terms of their effect on
the mean response.
Total Quality Management
171. Two factors are said to interact when
A. the simple main effects of one factor are not homogeneous across all
levels of the other.
B. the simple main effects of one factor are homogeneous across the levels
of the other.
C. there are neither main effects nor simple main effects.
D. there are no main effects.
View answer
Correct answer: (A)
the simple main effects of one factor are not homogeneous across all levels of
the other.
172. How many dependent variables does a two-way ANOVA have?
A. One
B. Two
C. Three
D. Four
View answer
Correct answer: (A)
One
173. A simple experimental design with two levels of an independent variable
cannot
A. detect a curvilinear relationship between variables.
B. detect a monotonic relationship.
C. reveal a positive relationship.
D. show a negative relationship outcome.
View answer
Correct answer: (A)
detect a curvilinear relationship between variables.
174. If a researcher planned to have 20 participants in each condition of a 2 x 3
independent groups factorial design, how many participants would be needed for
this experiment?
A. 40
B. 60
C. 80
D. 120
View answer
Correct answer: (D)
120
175. What are the factors in a factorial design?
A. the independent variables
B. the dependent variables
C. the organismic variables
D. the experimental variables
View answer
Correct answer: (A)
the independent variables
176. In a factorial design, a main effect is the ______________.
A. the combined effect of the independent variables on the dependent
variable
B. interaction effect of the independent variables and their effect on the
dependent
C. the effect of each independent variable on the dependent variable
D. interaction of the independent variables
View answer
Correct answer: (C)
the effect of each independent variable on the dependent variable
177. During experimental design, a variable is defined as:
A. Treatment
B. Factor
C. Variance
D. None of these
View answer
Correct answer: (B)
Factor
178. A researcher conducted a 2 x 2 completely repeated measures factorial
design and planned 15 participants in each condition. How many participants
would be required to conduct this experiment?
A. 15
B. 30
C. 45
D. 60
View answer
Correct answer: (A)
15
179. For question 09 - 15, consider the model with the two factors, each at two
levels:
A. 40
B. 20
C. 10
D. 5
View answer
Correct answer: (A)
40
180. In a 3 x 3 factorial design, how many conditions are there in the
experiment?
A. 2
B. 3
C. 6
D. 9
View answer
Correct answer: (D)
9
Total Quality Management
181. What is the Sum of Squares of Number of Fertilizers (B)?
A. 6.075
B. 39.48
C. 7.19
D. 3.89
View answer
Correct answer: (C)
7.19
182. What is the degree of freedom of B?
A. 1
B. 2
C. 3
D. 4
View answer
Correct answer: (B)
2
183. A serious problem can occur in multiple regression analysis if an important
variable is omitted from the list of independent variables. This can lead to
A. unbiased least squares estimators.
B. biased least squares estimators.
C. a biased estimator of the variance.
D. All of these
View answer
Correct answer: (B)
biased least squares estimators.
184. What does the Adjusted R squared value tells us?
A. The Adjusted R squared value tells us if there is a positive relationship
B. The Adjusted R squared value tells us if there is a significant difference
C. The Adjusted R squared value tells us if there is a significant relationship
D. The Adjusted R squared value tells us how much of the variance in the
dependent variable can be accounted for by the independent variable
View answer
Correct answer: (D)
The Adjusted R squared value tells us how much of the variance in the
dependent variable can be accounted for by the independent variable
185. ______________ is the set of activities that ensures the quality levels of
products and services are properly maintained and that supplier and customer
quality issues are properly resolved.
A. Quality Assurance
B. Quality Planning
C. Quality Control
D. Quality Management
View answer
Correct answer: (A)
Quality Assurance
186. The South African government is concerned about the high incidence of
HIV/AIDS in South Africa. They wish to estimate the true number of people in
South Africa who are HIV positive. A random sample of 5000 people were tested
and 1980 of them were HIV positive. What is the parameter of interest?
A. The number of people in South Africa
B. The 5000 people sampled
C. The number of people in South Africa who are HIV positive
D. The 1980 people sampled who were HIV positive
View answer
Correct answer: (C)
The number of people in South Africa who are HIV positive
187. An advertising executive is studying television-viewing habits of married
men and women during prime time hours. On the basis of past viewing records,
the executive has determined that during prime time, husbands are watching
television 40% of the time. It has also been determined that when the husband is
watching television, 40% of the time the wife is also watching. When the
husband is not watching television, 30% of the time the wife is watching
television. Find the probability that the wife is watching television in prime time.
A. 0.36
B. 0.35
C. 0.34
D. 0.32
View answer
Correct answer: (C)
0.34
188. Student's t-test is applicable only when:
A. n ≤ 30 and σ is known
B. n > 30 and σ is unknown
C. n = 30 and σ is known
D. All of these
View answer
Correct answer: (A)
n ≤ 30 and σ is known
189. A result is called "statistically significant" whenever
A. The null hypothesis is true.
B. The alternative hypothesis is true.
C. The p-value is less or equal to the significance level.
D. The p-value is larger than the significance level.
View answer
Correct answer: (C)
The p-value is less or equal to the significance level.
190. The ______________ sum of squares measures the variability of the observed
values around their respective treatment means.
A. treatment
B. error
C. interaction
D. total
View answer
Correct answer: (B)
error
Total Quality Management
191. What must you include when reporting an ANOVA?
A. Standard deviations, Degrees of freedom, Means, F statistic, P value
B. Standard deviations, Means, F statistic, P value
C. Standard deviations, Degrees of freedom, Means, F statistic
D. Degrees of freedom, F statistic, P value
View answer
Correct answer: (A)
Standard deviations, Degrees of freedom, Means, F statistic, P value
192. As variability due to chance decreases, the value of F will
A. increase
B. stay the same
C. decrease
D. can't tell from the given information
View answer
Correct answer: (A)
increase
193. When conducting an ANOVA, the F-Value calculated from the data will
always fall within what'range?
A. between negative infinity and infinity
B. between 0 and 1
C. between 0 and infinity
D. between 1 and infinity
View answer
Correct answer: (C)
between 0 and infinity
194. Two factors are said to be orthogonal when:
A. they are correlated, that is, they cannot vary independently
B. there are equal numbers of participants in all groups
C. they are uncorrelated, that is, they vary independently
D. there is a single control group, with which all the other groups can be
compared
View answer
Correct answer: (C)
they are uncorrelated, that is, they vary independently
195. If we add together the sums of squares for the simple main effects of one
factor at all the different levels of another factor, we shall obtain:
A. The interaction sum of squares for the complete experiment
B. The main effect sum of squares for the second factor, plus the sum of
squares for its interaction with the first factor
C. The main effect sum of squares for the first factor
D. The main effect sum of squares for the first factor, plus the sum of squares
for its interaction with the second factor
View answer
Correct answer: (D)
The main effect sum of squares for the first factor, plus the sum of squares for its
interaction with the second factor
196. In a factorial design, a main effect is the ______________.
A. the combined effect of the independent variables on the dependent
variable
B. interaction effect of the independent variables and their effect on the
dependent variable
C. the effect of each independent variable on the dependent variable
D. interaction of the independent variables
View answer
Correct answer: (C)
the effect of each independent variable on the dependent variable
197. You have carried out a Kruskal-Wallis test. There are significant differences
between the three groups you are testing. How might you conduct your pairwise
comparisons?
A. Use the Mann Whitney test
B. Use the Wilcoxon test
C. Use a t-test
D. None of the above. Post hoc analyses cannot be carried out with non
parametric data
View answer
Correct answer: (A)
Use the Mann Whitney test
198. A 2 X 2 factorial
A. is essentially two designs that have been combined into a single study.
B. contains four factors.
C. does not have enough factors to show interactions.
D. is extremely difficult to interpret if interactions are found.
View answer
Correct answer: (A)
is essentially two designs that have been combined into a single study.
 199. In factorial designs, the number of times a condition is noted is called:
A. Randomization
B. Factorization
C. Replication
D. None of These
View answer
Correct answer: (C)
Replication
200. A factorial design is one in ______________
A. Only one independent variable is studied to determine its effect on the
dependent variable
B. Only two independent variables are simultaneously studied to determine
their independent and interactive effects on the dependent variables
C. Two or more independent variables are simultaneously studied to
determine their independent and interactive effects on the dependent
variable
D. Two dependent variables are studied to determine their interactive effects
View answer
Correct answer: (C)
Two or more independent variables are simultaneously studied to determine their
independent and interactive effects on the dependent variable

1
St. JOSEPH’S INSTITUTE OF TECHNOLOGY
St. JOSEPH’S GROUP OF INSTITUTIONS
OMR, Chennai – 600119
Department of Electronics and Communication Engineering
GE6757 Total Quality Management
Multiple Choice Question –Answer key

Unit -1
Answer
Introduction
How a quality can be quantified
A. Performance + Expectations
B. Performance X Expectations
C. Performance – Expectations
1 D. Performance / Expectations
Explanation:
Quality can be quantified by
Quality (Q) = Performance (P) /Expectations (E)
So option D is correct
Traditional culture of quality requirements focuses on
A. Product oriented
B. Process oriented
2
C. Customer oriented
D. Supplier oriented
Explanation:
 Traditional culture of quality requirements is Product oriented, whereas TQM culture
Process oriented.
So option A is correct
American quality guru who took the message of quality to Japan
A. Genichi Taguchi
B. Masaaki Imai
C. Shigeo Shingo
3 D. W. Edwards Deming
Explanation:
American quality Guru’s are W. Edward Deming, Walter Shewhart, Philip Crosby, Jose
M Juran.
So option D is correct
PDCA cycle is the contribution of
A. Walter Shewhart
B. Philip Crosby
C. Genichi Taguchi
D. W. Edward Deming
Explanation:
4
W. Edward Deming contributions are
1. Deming’s 14 points route to quality
2. Deming Cycle or PDCA cycle
3. Seven deadly diseases of Management
4. System of profound knowledge
So option D is Correct

2
In TQM , the contributions of quality Guru W. Edward Deming
A. Deming’s 14 points
B. Deming’s Cycle
C. System of profound knowledge
D. All the above
Explanation:
5 D
W. Edward Deming contributions are
1. Deming’s 14 points route to quality
2. Deming Cycle or PDCA cycle
3. Seven deadly diseases of Management
4. System of profound knowledge
So option D is Correct
Which one is Juran’s “three- role model”
A. Supplier – Process – Customer
B. Customer - Process – Customer
6 C. Process – Customer – Supplier A
D. Process – Supplier – Customer
Explanation:
Juran’s “Three role model” is Supplier – Process – Customer
 So option A is correct
In TQM, how many elements are there in Quality statements
A. 1
B. 2
C. 3
D. 4
7 Explanation: C
Quality statements has three elements
1. Vision statement
2. Mission statement
3. Quality policy statement
So option C is correct
What are the elements of Quality statements
A. Vision statement
B. Mission statement
C. Quality policy statement
D. All the above
8 Explanation: D
Quality statements has three elements
1. Vision statement
2. Mission statement
3. Quality policy statement
So option D is correct
Quality Trilogy is the contributions of
A. Walter Shewhart
B. Philip Crosby
C. Joseph M Juran
9 C
D. W. Edward Deming
Explanation:
Juran’s Contributions are
1. Internal customer

3
2. Cost of quality
3. Fitness of Use
4. Quality trilogy
5. Juran’s 10 steps
for quality
improvement
6. Breakthrough
concept
So option C is
correct
In TQM , the contributions of quality Guru Joseph M Juran
10
A. Internal Customer
 B. Cost of Quality
C. Breakthrough Concept
D. All the above
Explanation:
Juran’s Contributions are
1. Internal customer
2. Cost of quality
3. Quality trilogy
4. Fitness of Use
5. Juran’s 10 steps for quality improvement
6. Breakthrough concept
So option D is correct
The contributions of quality Guru Philip Crosby in TQM
A. PDCA Cycle
B. Quality trilogy
C. PDSA
D. Concept of Zero defects
Explanation:
11
Philip Crosby’s contributions are
1. Four absolutes of quality
2. 14 steps to quality management
3. Crosby’s quality vaccine
4. Concept of Zero defects
So option D is correct
The contribution of Four absolute of Quality is given by
A. Walter Shewhart
B. Philip Crosby
C. Joseph M Juran
D. W. Edward Deming
Explanation:
12
Philip Crosby’s contributions are
1. Four absolutes of quality
2. 14 steps to quality management
3. Crosby’s quality vaccine
4. Concept of Zero defects
So option B is correct
Cost of quality is given by costs of
A. Prevention + Appraisal +Internal failure +External failure
13 B. Prevention + Appraisal
C. Internal failure + External failure
D. Appraisal + Internal failure

4
Explanation:
Cost of quality =
Prevention cost +
Appraisal cost +
Internal failure cost
+ External failure
cost
So option A is
correct
In components of CoQ, Cost of good quality contains
A. Prevention cost
B. Appraisal cost
C. Both A and B
14
D. None of the above
Explanation:
CoQ of good quality = Prevention cost + Appraisal cost
So option C is correct
In components of CoQ, Cost of poor quality contains
A. Internal failure cost
B. External failure cost
C. Both A and B
15
D. None of the above
Explanation:
CoQ of good quality = Internal failure cost + External failure cost
So option C is correct
The Teboul’s customer satisfaction model depends on
A. Company offer
B. Customer needs
C. Both A and B
16 D. None of the above
Explanation:
Teboul’s customer satisfaction model is the intersection of Company offer and Custo
needs
So option C is correct
Customer perception on quality contains
A. Performance
B. Features
C. Service
17 D. All the above
Explanation:
Customer perception on quality are performance, Features, Service, Warranty, Price
Reputation
So option D is correct
Tools used for collecting customer complaints
A. Comment cards
18
B. Focus groups
C. Toll free Telephone numbers
 D. All the above
Explanation:
Tools used for receiving customer complaints 1. Comment Cards 2. Customer
Questionnaire 3. Post-transaction surveys 4. Employee feedback 5.Focus groups 6.T
Telephone numbers.
So option D is correct

5
PDCA cycle stands for
A. Plan Do Check Act
B. Plan Did Check Act
1 C. Process Do Check Act
A
9 D. Process Did Check Acknowledge
Explanation:
PDCA cycle stands for Plan Do Check Act as per E. Deming
So option A is correct
Dimensions of quality contains
A. Performance
B. Reliability
C. Conformance
2
All the above
0 D
Explanation:
D.
Dimensions of quality contains Performance, features, usability, conformance
to
standards/specifications, reliability, durability, maintainability.
So option D is correct
TQM culture of quality requirements focuses on
A. Product oriented
B. Process oriented
C. Customer oriented
2 D. Supplier oriented
B
1 Explanation:
TQM culture of quality requirements is Process oriented, whereas Traditional
culture is
Product oriented.
So option B is correct
Dimensions of Service quality contains
A. Tangibles
B. Reliability
C. Assurance
2
D. All the above D
2
Explanation:
Dimensions of Service quality contains Tangibles , Reliability, Assurance,
empathy,
Responsiveness
 So option D is correct
Japanese quality guru who developed new concepts in response to the
American
gurus
A. Walter Shewhart
2 B. Philip Crosby
C
3 C. Genichi Taguchi
D. W. Edward Deming
Explanation:
Japanese quality guru are Genichi Taguchi, Masaaki Imai, Shigeo Shingo.
So option C is correct
In TQM, the customer need can be understandable by which model
A. Taguchi Model
2 B. Kano Model
B
4 C. Deming Model
D. Kaizen Model
Explanation:

6
Kano proposed
a model to
understand the
customer need.
Whereas others
contributions
are
not with respect
to customer
need.
So option B is
correct
The most common techniques used for analyzing the quality costs are
A. Trend Analysis
B. Pareto Analysis
C. Both A and B
25 D. None of the above
Explanation:
The techniques used for analyzing the quality costs are Trend Analysis and Pareto
Analysis
So option C is correct
In continuous improvement, PDSA stands for
A. Plan Do Study Act
26 B. Plan Did Study Act
C. Process Do Study Act
D. Process Did Study Acknowledge
 Explanation:
PDSA stands for Plan Do Study Act
So option A is correct
The system for causing quality is preventive, not appraisal is
A. First absolute
B. Second absolute
C. Third absolute
D. Fourth absolute
27 Explanation:
First absolute: Definition of Quality
Second absolute: The system for causing quality is preventive, not appraisal
Third absolute: Zero defect
Fourth absolute: The measurement of quality is the price of non-conformance, not index
So option B is correct
The Quality as “ Fitness of Use” is given by
A. Walter Shewhart
B. Philip Crosby
C. Joseph M Juran
D. W. Edward Deming
Explanation:
Juran’s Contributions are
28
1. Internal customer
2. Cost of quality
3. Fitness of Use
4. Quality trilogy
5. Juran’s 10 steps for quality improvement
6. Breakthrough concept
So option C is correct
Cost generated before the before a product is shipped as a result of non-conforma
to requirements is
29 A. Appraisal cost
B. Internal failure cost
C. External failure cost

7
D. Prevention cost
Explanation:
Internal failure cost: Cost
generated before the
before a product is
shipped as a result of
non-conformance to
requirements.
External failure cost: Cost
generated before the after
a product is shipped as a
result of
non-conformance to
requirements
So option B is correct
The expression of dissatisfaction with a product
either orally or written is
A. Customer retention
B. Customer satisfaction
C. Customer complaints
30 D. Customer service C
Explanation:
Customer complaint is defined as The expression of
dissatisfaction with a product either
orally or written.
So option C is correct
UNIT-II TQM Principles
Success of each organization is depending on the
performance of
a) Employer
b) Management
c) Employee
31 c
d) Vendor
Explanation:
Employee involvement improves the quality and
productivity at all levels of organization.
So option c is correct
A satisfied employee will be a
a) Manager
b) High performer
c) Motivator to others
d) Team leader e
32
Explanation: b
A satisfied employee will improve their work
continuously, find new goals and chang
challenges.
So option b is correct
Motivation includes
a) Job satisfaction
b) Job enrichment
c) Job enlargement
33 d
d) All of the above
Explanation:
Motivation promotes job satisfaction and thus reduces
absenteeism and turnover.
 So option d is correct
Which is the process of stimulating people to
actions to accomplish the goals?
a) Bonus
34 b) Motivation b
c) Performance based incentive
d) Promotion
Explanation:

8
Motivation is
the process of
inducing
people inner
drives and
action
towards
certain goals.
So option b is
correct
Which theory emphasizes that, Unsatisfied need can influence the behavior, satisfie
one will not act as a motivator?
a) Maslow Theory
b) Herzberg’s Theory
c) Expectancy theory
35
d) Alderfer’s ERG theory
Explanation:
Maslow emphasizes that any unsatisfied need, whether of lower order or higher order, w
motivate individuals.
So option a is correct
Which of the following is responsible for quality objective?
a)Top level management
36 b)Middle level management
a. c)Frontline management
b. d)All of the above
c. Explanation:
It is the responsibility of top management to implement and maintain the quality policy.
So option a is correct
EMS stands for
a)Environmental management system
37
b)Employees management system
a.
c)Engineering management system
b.
d)Equipment management system
c.
Explanation:
An Environmental management system focuses resources on meeting the commitments
 identified in the organization's policy.
So option a is correct
Maslow says that Human beings are full of needs & wants. And these needs will lead
to their?
a) Job
b) Behavior
c) Attitude
38
d) Motivation
Explanation:
Maslow hierarchy states that a lower level must be completely satisfied and fulfilled befor
moving onto a higher pursuit.
So option b is correct.
The Need which improves the confidence level of an employee is
a) Social
b) Safety
39 c) Basic
d) Esteem
Explanation:
Self esteem needs include those for self confidence, achievement, self-respect etc

9
So
option
d is
correc
t.
Which of the following is not a part of hygiene factor of two factor theory
a) Company policy
b) Administration
c) Responsibilities
40 d) Interpersonal Relations
Explanation:
Hygiene factors are necessary to maintain a reasonable level of satisfaction among
employees.
So option c is correct.
Responsibility, Advancement etc are example of
a) Motivators
b) Hygiene factors
c) Improvement factors
41 d) Advance factors
Explanation:
Total quality management is a great motivator for employees as it taps their intellectual
treasure for the success of the organization.
So option a is correct.
42 Continual improvement is in
 a) Environmental objective
b) Audit Result
c) Corrective action
d) All of the above
Explanation:
Continual improvement is an ongoing effort to improve products, services, or processes.
So option d is correct.
Kaizen is
a) Small change
b) Big improvement
c) Sudden impact
43
d) All of the above
Explanation:
Kaizen is a Japanese term meaning "change for the better" or "continuous improvement."
So option a is correct.
While setting Quality objective, which need is to be considered.
a) Organization need
b) Customer need
c) Employees need
44 d) All of the above
Explanation:
Quality objectives are measurable goals relevant to enhancing customer satisfaction and
are consistent with the quality policy.
So option b is correct.
Plan-do-study-act cycle is a procedure to
45 a) Overall improvement
b) Continuous improvement

10
c) Permanent
improvement
d) Immediate
improvement
Explanation:
PDSA cycle is an
iterative four-
step
management
method used in
business for the
control
and continuous
improvement of
processes and
products
So option b is
correct.
Quality practices must be carried out
a. at the start of the project
b. throuout the life of the project
c. at the end of the project
46 d. no need to carry out quality practices
Explanation:
Quality practices, such as, teamwork and participation, customer focus and satisfaction
continuous improvement, were identified as best practices for TQM implementation.
So option b is correct.
Quality Trilogy includes
a) Quality planning
b) quality improvement
c) quality control
47 d) All the three
Explanation:
Juran's trilogy," an approach to cross-functional management that is composed of three
managerial processes: quality planning, quality control and quality improvement.
So option d is correct.
Kaizen is a – process the purpose of which goes beyond simple productivity
improvement.
a) weekly
b) daily
c) monthly
48
d) annual
Explanation:
Kaizen focuses on applying small, daily changes that result in major improvements ov
time.
So option b is correct.
“Poko-Yoke” is the Japanese term for
a) Card
49 b) Fool proof
c) Continuous improvement
d) Fishbone diagram

11
Explanation:
SEIKETSU
practices such
as colour
coding, Fool
Proofing,
Responsibility
labels can be
followed at
the workplace.
So option b is
correct.
Identify the cost not likely to reduce as a result of better quality.
a) Maintenance costs
b) Inspection costs
c) Scrap costs
50
d) Warranty and service costs
Explanation:
Maintenance cost are incurred not to reduce as a result of better quality
So option a is correct.
Quality Management includes forming and directing a team of people to achieve a
qualitative goal within an effective cost and time frame that results in
a) a project completed in shortest possible time.
b) a product or service that conforms to the required specifications.
c) an award-winning product that brings public recognition to the project
51
d) an innovative project that establishes qualification of the project team
Explanation:
Organizations seek sustained success through the implementation of a quality manageme
system
So option b is correct.
Quality fulfils a need or expectation that is
a) Explicitly stated
b) Implied
c) Legally required
52 d) All of the above
Explanation:
Quality refers to the set of inherent properties of an object that allows satisfying stated or
implied needs.
So option d is correct.
Which of the following is not a target of Total Quality Management
a) Customer Satisfaction
b) Reducing manpower
c) Continuous Cost Reduction
53
d) Continuous Operational Improvement
Explanation:
Total quality management (TQM) describes a management approach to long-term
success through customer satisfaction.

12
So option b is correct.
The roof of House of Quality shows the interrelationship between
54 a) Functional Requirements
b) Design Attributes
 c) Service Process
d) Manufacturing Process
Explanation:
HOQ is considered the primary tool used during quality function deployment to
facilitate group decision making.
So option b is correct.
Two major component of fitness of use are Quality Design and
a) Quality of Conformance
b) Quality of Service
c) Quality of Specification
55 d) Quality of Manufacturing
Explanation:
The degree to which products conform to essential requirements and meet the
users for which they are intended.
So option a is correct.
Which is the set of activities that ensures the quality levels of product and
properly maintained and that supplier and customer quality issues are pr
resolved?
a) Quality Assurance
b) Quality Planning
56 c) Quality Control
d) Quality Management
Explanation:
Quality Assurance (QA) is defined as an activity to ensure that an organization
providing the best possible product or service to customers.
So option a is correct.
Which of the following are responsible for Quality objective?
a) Top level management
b) Middle level management
c) Frontline management
57
d) All of the above
Explanation:
Top level management shall demonstrate leadership and commitment with res
quality management system.

13
So option a is correct.
While setting Quality objective, which need has to be
considered.
a) Customer need
b) Organizational need
58 a
c) Supplier need
d) Worker need
Explanation:
A customer need is a motive that prompts a customer to
 buy a product or service.
So option a is correct.
The role of management is to
a) provide Resources
b) define EMS
c) monitor the effectiveness of the system
d) All of the above
59 Explanation: d
Management responsibilities are to ensure operational
efficiency, financial reporting
quality, and compliance with applicable laws, regulations,
rules, and standards.
So option d is correct.
Which refers to general processes of improvement
and encompasses discontinuous
improvements?
a) Continuous improvement
b) Continual improvement
c) Constant improvement
60 b
d) Consecutive improvement
Explanation:
Continual improvement is the ongoing improvement of
products, services or processes
through incremental and breakthrough improvements.
So option b is correct.
UNIT-III TQM TOOLS
AND TECHNIQUES I
Which of the following is not a process tool for TQM
A. process flow analysis
B. histograms
C. plier
D. control charts
61 Explanation: A process flow chart is a logical, relatively C
easy to understand chart, which
displays how a process operates via using standard
symbols to represent activity. Control
used to study how a process changes over time. The
Histogram is a kind of bar chart

14
showing a distribution of
variables or causes of
problems. But plier is not
a TQM tool.It is
a manufacturing tool.
 The charts that identify the potential causes for a particular quality prob
A. Control Chart
B. Flow chart
C. Cause and Effect Diagram
D. Pareto chart
62 Explanation: Control used to study how a process changes over time. The His
kind of bar chart showing a distribution of variables or causes of problems. Fl
typically used to map a process flow showing the beginning of a process, decis
and the end of the process. A Pareto Chart is a graph that indicates the frequen
defects, as well as their cumulative impact. Cause and Effect Diagrams are cha
identify the potential causes for a particular quality problem.
In six sigma, which of the following is defined as any process output that
meet customer specification?
A. Error
B. Cost
63 C. Quality
D. Defect
Explanation: Six Sigma strategies seek to improve the quality of the output o
by identifying and removing the causes of defects and minimizing impact vari
manufacturing and business processes.
A Fish bone diagram is also known as
A. cause-and-effect diagram
B. poka-yoke diagram
C. Kaizen diagram
64 D. Taguchi diagram
Explanation: The fishbone diagram or Ishikawa diagram is a cause-and-e
diagram that helps managers to track down the reasons for imperfections, va
defects, or failures. The diagram looks just like a fish's skeleton with the prob
head and the causes for the problem feeding into the spine.
A maturity model can be used as the benchmark for comparison and an a
understanding
A. TRUE
B. FALSE
C. depends
65
D. can't say
Explanation: Benchmarking is a process of measuring the performance of a
products, services, or processes against those of another business considered
in the industry, aka “best in class.” The point of benchmarking is to identify in
opportunities for improvement.
66 DMAIC is

15
A. develop,
multiply,
analyze,
improve, check
B. define,
muliply,
analyze,
improve,
control
C. define,
measure,
analyze,
improve,
control
D. define,
manufacture,
analyze,
improve,
control
Explanation:
Define,
measure,
analyze,
improve, and
control
(DMAIC) is a
data-driven
quality
strategy used
to improve
processes. The
letters in the
acronym
represent the
five
phases that
make up the
process,
including the
tools to use to
complete those
phases
Check sheet is used during which part of DMAIC
A. Define
B. Measure
67
C. Analyze
D. Improve
Explanation: Check Sheets are best used when the data can be collected by the same
 person or in the same location.Therefore it is in measure phase.
Presence of one of the following after every stage of DMAIC allows for review of
project and incorporation of suggestions.
A. Review gate
B. Toll gate
68 C. Decision gate
D. None of these
Explanation: A DMAIC tollgate (also called a “phase-gate” or “stage-gate”) is a
checkpoints allowing you to proceed through the DMAIC model. It marks your projec
officially progressing from one stage to the next.
The Toyota production system is based on two pillars namely
A. Kaizen, Six Sigma
B. Lean, Six Sigma
C. Just in Time, Jidoka
D. Just in Time, Kaizen
Explanation:Just-in-time (JIT) manufacturing, also known as just-in-time
69 production or the Toyota Production System (TPS), is a methodology aimed primarily
reducing times within the production system as well as response times from suppliers
to customers.
Jidoka is a Lean method that is widely-adopted in manufacturing and product
development. Also known as autonomation, it is a simple way of protecting your compan
from delivering products of low quality or defects to your customers while trying to keep
up your takt time.
The diagram shows the location of defect in any unit. This diagram is used in the
analyze step of DMAIC
70 A. Affinity
B. Relations
C. Defect Concentration

16
D. Scatter
Explanation: The defect concentration diagram is a graphical tool that is
useful in
analyzing the causes of the product or part defects.
Which of the diagram is
under
development
A. Pareto Chart
B. PDPC
71 C. Arrow Diagram
D. Matrix Diagram
Explanation: The proces
systematically
identifies what might go.O
plan.
 The standard normal di
A. 1,0
B. 0,1
C. 0,0
72
D. 1,1
Explanation: The standa
with a mea
of zero and standard dev
The sixsigma improvem
A. Green Belt
B. Black belts
C. Red Belts
D. Master Black Belts
73
Explanation: In six sigma
there,that are belt
level rankings. A Green B
on the path
toward leadership.
Which of the following i
A. Determining the best s
74
B. Potential Scheduling pr
C. Calculate critical path o

17
D. Identifying defects in a process
Explanation: The arrow diagramming method (ADM) refers to a schedule
network diagramming technique in which the schedule activites within a
given project
are represented by the use of arrows. The beginning of the schedule activity is
represented
by the tail, or base, of the arrow.
Failure Mode and Effect
error is used
in one of the following s
A. Define
B. Measure
C. Improve
D. Analyze
75
Explanation: Failure mo
"failure
modes" in plural) is the p
assemblies, and
subsystems as possible to
their causes and
effects.
 What is the aim of fool p
management?
A. to achieve zero defects
B. to specify time schedul
C. to specify targets
76 D. none of the above
Explanation: A poka-yok
equipment
operator avoid (yokeru) m
defects by
preventing, correcting, or
Which of the following s
1. Fault tree analysis me
2. The goal of Six Sigma
billion
3. Six sigma is represen
4. Poka yoke is a policy
A. Only statement 3
77 B. Statement 2 and statem
C. Statement 1, 3 and 4
D. Only statement 2
Explanation: The goal of
variability,
defects and waste that un
understood/perceived at
Opportunities.
Benchmarking determi
A. Customer requirement
B. Process capability
78
C. How company is doing
D. Getting ISO 9000 audit
E. If management is motiv

18
Explanation: Benchmarking can become a tool to sustain this new TQM
paradigm,
providing a means to increase an organization's competitive performance by a
comparison
with the best-in-class.
79 Old Management Tools
• A. Affinity diagram
• B. Decision Matrix
•
•
C. Flow chart
• D. All of these,
• Explanation: New 7 tool
• Affinity Diagram.
• Arrow Diagram.
•
Matrix Diagram.
Nominal Group Techniqu
Process Decision Program
Relations Diagram.
Tree Diagram.
Need for new managem
A. Promote innovation
B. Communicate informat
C. Successfully plan proje
80 D. All of these
E. None of these
Explanation: New tools a
may take
more practice to develop
Bench marking process
A. Introgation
B. Action
C. Maturity
D. All the above
81
Explanation: The key ste
phases starting
with the planning phase
and
finally maturity.
Types of Bench Marking
A. Internal BM
B. Competitive BM
C. Functional BM
82 D. Generic BM
E. All the above
Explanation: There are f
benchmarking:internal,C
,Functional,Generic BM.
Reliability of a product
83 Consistency of performan
i. Performance over period
ii. Free of technical errors
A. The correct order is
i& iii
iii.
19
B. i& ii
C. ii & iii
D. i, ii & iii
Explanation: Reliability is defined as the probability that a product, system,
or service
will perform its intended function adequately for a specified period of time, or
will operate
in a defined environment without failure.
Failure Rate is
A. Engineering system fails per hour
B. Component fails per hour
C. Both.
8 D. None of the above.
C
4 Explanation: Failure rate is the frequency with which an engineered system
or
component fails, expressed for example in failures per hour. It is often
denoted by the
Greek letter λ (lambda) and is important in reliability theory.
Types of FMEA
A. Process FMEA
B. Design FMEA
8
C. Both C
5
D. None of these.
Explanation: There are two important types of FMEA are Process FMEA,
Design FMEA.
Classifications of FEMA
A. Equipment FEMA
B. Maintenance FEMA
8 C. Service FEMA
6 D. System FEMA E
• E. All the above
Explanation: Classification of FEMA: System FMEA, Design FMEA,
Process FMEA, Service FMEA, Equipment FMEA, Maintenance FMEA,
Concept FMEA, Environmental FMEA.
Professionals ,if they have not undergone a formal certification program
of six sigma.
The following belt will be given.
A. Green belt
8 B. Black belt
C
7 C. White belt
D. Yellow belt
Explanation: Professionals are considered Six Sigma White Belts if they have
not
undergone a formal certification program or extended training.
The Zero defect concept
8 y
A. Is a performance standard for management
8 D
B. Is a motivational technique that promotes "doing it right the first time"
 C. Is used by management to communicate to all employees that everyone
should do
things right the first time
D. A and C
E. B and C
Explanation: Zero Defects is a management tool aimed at the reduction
of defects through prevention. It is directed at motivating people to prevent
mistakes

20
developing a constant, conscious desire
to do their job right the first time." —
Zero
Defects: A New Dimension in Quality
Assurance.
The concept of Zero inventory is called
A. Six sigma
B. Continuous improvement
C. Just in Time
D. Zero defects
Explanation: A system in which a
company keeps no or very little
ro
89 inventory in storage,
C
simply ordering exactly what it needs to
sell and receiving it in a timely manner.
Ze
inventory is the goal of just-in-time
inventory management and the two
terms are
sometimes used to mean the same thing.
Some organizations today are using
six sigma to set the upper and lower
limits on
control charts rather than the
traditional sigma
A. two
B. three
90 C. four B
D. five
E. twelve
Explanation: Control limits on a
control chart are commonly drawn at 3s
from the
center line because 3-sigma limits are a
good balance point between two types of
 errors:
Type I or alpha errors occur when a point
falls outside the control limits even
though no
special cause is operating.
UNIT-IV TQM TOOLS AND
TECHNIQUES II
Which statistical technique integrates
product design and manufacturing
process?
a) Tree analysis
b) Problem solving techniques
c) Quality function deployment
d) Taguchi approach
91 Explanation: Taguchi’s approach for d
quality combines statistical methods and
engineering
to achieve rapid movement in quality and
cost by optimising the design of a
product. It
integrates manufacturing process and
product design.
What is the key step in Taguchi’s
approach?
a) Tolerance design
b) System design
c) Parameter design
d) Process design
Explanation: Taguchi’s approach is
based on integrating system design
92 c
(initial design
stage), parameter design (Testing various
material combinations) and tolerance
design
(buying material of better grade).
Parameter design is the key step as it
offers the concept
of uncontrollable factor.
What is called the stratification of
information?
a) Breaking down a whole group into
93 smaller sub groups a
b) Isolating the vital few from the trivial
many
c) Grouping of scattered information
 d) Sequencing of processes in a quality
system
Explanation: Stratification of
information is one of the statistical tools
which means

21
breaking down of the whole group into smaller sub-groups. Run charts, effect
diagram,
pareto diagram and scatter diagrams are also the statistical tools.
Which technique is used
relationships?
a) Affinity diagram
b) Pareto diagram
c) Scatter diagram
94 d) Interrelationship diagr
Explanation: Interrelatio
which shows
the relationship between
factors which are
involved in complex prob
What is PDPC?
a) A statistical tool
b) Quality improvement t
c) Quality assurance tech
d) Statistical process cont
95
Explanation: PDPC is pro
selection of the
best process to obtain de
evaluates
existing process and also
What is the first step in
a) Plan
b) Do
c) Check
d) Action
96 Explanation:
Problems are best solved
course of
action is planned accordi
service then the
process must be executed
How many control char
97 variables?
a) 1
 b) 2
c) 3
d) 4
Explanation: Three cont
variables.
These are i) Mean chart, i
Control charts
help in the understanding
process under
control.
Which tool is used to an
components on the
system?
a) FTA
b) FMEA
c) Quality circles
d) Fool proofing
98
Explanation: Failure mo
to review
the new product design w
it is sent to
production. It is used bas
components on the
system as a whole.
What is the formula for
a) (1-K)Cp
99
b) (1+K)Cp
c) (1-Cp)K

22
d) (1+Cp)K
Explanation: Process capability index is also known as measure of process
capability and
denoted by Cpk. Cpk = (1-K)*Cp. K is the correction factor and always has a
positive value.
C
p is the process capability potential also known as process capability variation
and is
equal to the (Specification width divided by process width).
What is arrow diagram
a) A diagram used to plan
b) Diagram shows the rel
100
c) Used large amount of d
relationship between
items
 d) Diagram showing the s
Explanation: Arrow diag
appropriate
schedule for any task and
process. Arrow
diagram helps in establish
What is the aim of fool p
management?
a. to achieve zero defects
b. to specify time schedul
c. to specify targets
d. none of the above
Explanation:
- The use of fool proofing
101
obtain zero
defects.
- To avoid such errors cer
alarm when
errors occur.
- Proper lightening, clean
can reduce
errors.
Match the following gro
1. Sort ------------------------
2. Set in order --------------
3. Shine ----------------------
4. Standardize -------------
a. 1 – D, 2 – A, 3 – B, 4 – C
b. 1 – C, 2 – A, 3 – D, 4 – B
c. 1 – B, 2 – C, 3 – A, 4 – D
d. 1 –A, 2 – C, 3 – D, 4 – B
102 Explanation: The 5S are
1) Sort: In this step unne
them.
2) Set in order: This step
way.
3) Shine: This step refers
4) Standardize: Accordin
are to
followed by workers and
5) Sustain: This step is d
What is meant by Kaize
a. card signal
103
b. to avoid inadvertent er
c. change for better qualit
 d. none of the above
Explanation: Kaizen is a
Kaizen
improves quality. Followi
1) Collecting relevant info

23
2) Working as per plan
3) Avoiding wastage
4) Keeping appointments
5) Should follow PDCA cycle
Which of the following s
1. Fault tree analysis met
2. The goal of Six Sigma is
3. Six sigma is represente
4. Poka yoke is a policy w
a. Only statement 3
b. Statement 2 and statem
c. Statement 1, 3 and 4
d. Only statement 2
Explanation:
Fault tree analysis
- It is a mathematical ana
- The reliability (R) of a sy
Probability of
failure
104 - It graphically depicts co
Six Sigma
- Six sigma is a quality im
defects to 3.4
parts per million.
- The number of defects a
zero defect
production.
- It is represented by norm
- High acceptable parts ar
Poka yoke
- Poka Yoke is used to pre
- The word Poka Yoke me
- Poka Yoke satisfies thre
detection and out
process detection.
Which quality managem
105 plants and
equipments?
 a. Environmental manage
b. Fault tree analysis
c. Failure mode effect ana
d. Total productive maint
Explanation:
- Total productive mainte
equipments.
- The main purpose of TP
loss of
quality, reduce costs, etc.
- The main pillars of TPM
planned
maintenance, training, sa
maintenance.
- In this process maintena
routine of the
organization.
The aim of Just-In-Time
a. time wastage
106 b. labour wastage
c. cost of excessive invent
d. all of the above

24
Explanation:
- The main principle of JIT is to produce when and what is needed. It also
considers the
quantity needed.
- JIT (Just-In-Time) aims at eliminating wastage of labour, time and cost of
excessive
inventory.
- JIT is a pull type system. In this system, production originates only when an
order is
received.
Quality Function Deploy
a. Reducing costs and pr
b. To reduce the numbe
c. Testing the robustnes
d. Ensuring that the eve
107 customer needs
Explanation: Quality Fu
decision
making process. QFD help
specific offering
specifications. Prioritize p
 decisions
based on weighted custom
assessment.
The main purpose of Ta
a. Test the robustness of a
b. Reduce costs and preve
product or
service.
108
c. Create a ‘house of quali
d. Articulate the ‘voice of
Explanation: Taguchi me
development to
create efficient, reliable p
Taguchi methods may b
a. Preliminary design
b. Screening
c. Prototyping and final d
d. Evaluation and improv
109
Explanation: Taguchi M
that is based on
8-steps of planning, cond
to determine
the best levels of control
Control chart is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
110
Explanation: Control ch
whether a
manufacturing process or
state.This chart is
a graph which is used to s
TQM focuses on
111
i. Supplier
i. Process monitoring tool
ii. Process control tool
iii. Process planning tool
The Correct Answer is
ii. Employee
iii. Customer
The Correct Answer is
a. i only

25
b. ii & iii
c. i, ii & iii
d. None of the above
Explanation: A primary focus of TQM and most Quality Management Systems
is to
improve customer satisfaction by having a customer focus and consistently
meeting
customer expectations
Process evaluation is to
i. Validation of product
ii. Potential failure preven
iii. Correctness of produc
The Correct Answer is
a. i only
112 b. i & ii
c. ii & iii
d. None of the above
Explanation: A process e
and attempts to
determine how successfu
logic model.
Six Sigma is a business-
to
a. Reducing process varia
b. Increasing customer sa
c. Lowering Defects & Imp
113 d. All of the above
Explanation: Six Sigma i
structured
approach to: Choice-1: R
customer
satisfaction. Choice-3: Lo
Small/Mid-sized Six Sig
as:
a. Champion
114
b. Green Belt
c. Black Belt
d. Site Champion
Which of the following a
115 a. Defects and rework
• b. Inspection and audits
• c. Warranty and returns
• d. Purchasing and accoun
• Explanation: Examples
Failure analysis activitie
 Product rework costs.
Product scrapped, net of
Throughput lost.
The main purpose of th
a. Determine the custome
b. Find root causes
c. Develop solutions
d. Set baseline data to und
116
Explanation: DMAIC (an
and
Control) refers to a data-
optimizing and
stabilizing business proce
117 What does OEE stand fo

26
a. Overall Equipment Effectiveness
b. Overall Estimation Effectiveness
c. Overall Equipment Estimation
d. Overall Effective Estimation
Explanation: OEE (Overall Equipment
Effectiveness) is a “best practices”
metric that
identifies the percentage of planned
production time that is truly productive.
The best metric for measuring
defectives is:
a. DPMO
b. DPU
c. PPM
d. DPO
Explanation: PPM defective is one of the
118 simplest metrics in Six Sigma to c
understand. It
refers to the expected number of parts
out of one million that you can expect to
be
defective. It is a measurement used today
by many customers to measure the
quality
performance of their suppliers.
Which of the following tools is used
119 extensively in quality function b
deployment?
 a. Affinity diagram
b. Matrix diagram
c. Cause and effect diagram
d. Activity network diagram
Explanation: The House of Quality is an
effective tool used to translate the
customer
wants and needs into product or service
design characteristics utilizing a
relationship
matrix. It is usually the first matrix used
in the QFD process.
The most important factor for the
success of six sigma projects is:
a. Leadership support
b. Team support
c. Teamwork
d. Inter-department harmony
120 Explanation: Effective Six Sigma a
management requires commitment and
active
participation by senior executives, and
leadership and communications by
organizational
champions.
Unit –V QUALITY SYSTEMS
The objective of ISO-9000 family of
Quality management is
A. Customer satisfaction
B. Employee satisfaction
C. Skill enhancement
D. Environmental issues
121 Explanation: A
The ISO 9000 family of quality
management systems (QMS) is a set of
standards that
helps organizations ensure they meet
customers satisfaction.
So option A is correct
ISO 14000 quality standard is related
with
A. Environmental management systems
w122 B
B. Automotive quality standards
C. Eliminating poor quality
D. Customer satisfaction
 Explanation:

27
ISO 14000 standards are set of norms for Environmental management
systems either
at
organization process level or product level
So option A is correct
ISO stands for
A. Internal standards and
B. International specificat
C. International Standard
D. None of these are corre
123
Explanation:
ISO is abbreviated as Inte
national
standards bodies of more
So option C is correct
ISO 9001 is not concern
A. Collection
B. Maintenance
C. Verification
D. Dis-positioning
124 Explanation:
The practices defining the
distribut
throughout the key proce
practices.
So option C is correct
Which of the following r
and
recording design review
A. CMM
B. ISO 9001
C. ISO 9000-3
125
D. None of the mentioned
Explanation:
ISO 9000-3 states that the
requirements are
met and design methods
So option C is correct
____________ states that, w
are
126 identified and used to v
product
characteristics.
 A. ISO 9001
B. ISO 9000-4
C. CMM
D. All of the mentioned
Explanation:
ISO 9001 states that, whe
identified and
used to verify the accepta
characteristics.
So option A is correct
Documents to prepared
A. 1. Policy 2.Procedures
B. 1.Products 2.Requirem
C. 1.Arrangements 2.Form
D. 1. Standards 2.Implem
127
Explanation:
The documents required
manual
2.Quality System Procedu
Records/Formats/Forms

28
So option A is correct
Types of Audit
A. First Party audit
B. Second Party Audit
C. Third Party Audit
D. All the above
128
Explanation:
The types of are 1. First P
3. Third
Party Audit
So option D is correct
NCR abbreviated as
A. Non Conformance repo
B. National capital Region
C. National Cash register
129 D. None of the above
Explanation:
Non Conformance Report
requirements are reporte
So option A is correct
ISO 9000 standards are
130 A. Environmental Manage
B. Technical Specification
 C. Quality Management sy
D. Independent Examinat
Explanation:
ISO 9000 is defined as a s
management and quality
assurance developed to h
system elements
needed to maintain an eff
So option C is correct
Which of these is the eq
A.ISO 9000
B.ISO:13999(as per 1994
C.ISO/TS 16949
131 D.ISO 14000
Explanation:
The equivalent Indian sta
version
So option B is correct
ISO/TS 16949 standard
A. Organizational benefits
B. Satisfying customer
C. Public authorities
D. Automotive Quality Ma
Explanation:
132
ISO/TS 16949:2009, in c
management
system requirements fo
relevant,
installation and service o
So option D is correct
The various product eva
133 A. Environmental aspects
B. Environmental Labels

29
C. Life cycle Assessment
D. All the above
Explanation:
The Environmental aspects in product standards, Environmental Labels and
declaration ,
Life cycle Assessment are the standards of ISO 140000
So option D is correct
The stages of an audit
134 A. Planning, Performance
B. Specification, Requirem
 C. Implementation, Plan, P
D. Objective, Analysis, For
Explanation:
The stages of an audit are
reporting, and
4. Audit follow –up.
So option A is correct
The various organizatio
standards are
A. Environmental Manage
B. Environmental Auditin
C. Environmental Perform
D. All the above
135 Explanation:
The various organization
are
Environmental Managem
Environmental
Performance Evaluation (
So option D is correct
The benefits realized by
A. Resource benefits, Part
B. Global benefits, Organi
C. Public benefits ,Private
D. Management benefits,
Explanation:
The benefits realized by i
136
Global benefits: To facilita
environmenta
performance
Organizational benefits: S
of a
commitment to EM
So option B is correct
ISO 9000 made up of th
A. ISO9001: 9100, ISO 90
B.ISO 9000:2005, ISO: 90
C.ISO 9000: 9100, ISO 900
D. None of the above
137 Explanation:
The family of ISO 9000 m
• ISO 9000:2005, : QMS : F
• ISO: 9001:2008, : QMS :
• ISO : 9004:2009 QMS : G
So option B is correct
 BIS is abbreviated as
138
A. Body of India standard

30
B. Bureau of Indian Standards
C. Basic India standards
D. None of the above
Explanation:
r
BIS (Bureau of Indian Standards) is national standards body of India and is a
founde
members of ISO
So option B is correct
Which IS/ISO 9000 stan
A. IS/ISO 9001
B. IS/ISO 9004
C. IS/ISO 9100
D. TL 9000
139
Explanation:
Any organization can app
IS/ISO 9000
and IS/ISO 9004 are guid
So option A is correct
The key elements of Au
A. Schedules, Personnel, C
B. Requirements, Assuran
C. Opening meeting, Audi
D. None of the above
Explanation:
140
The key elements of Audi
Opening meeting: organiz
audit
Audit process: run to sche
Audit deficiencies: clear a
So option C is correct
ISO 14000 standards di
A. Organization ,Product
B. Global , Environmental
C. Management, Assessm
D. Customer, Public Stand
141 Explanation:
ISO 14000 standards divi
Organization standards: t
govern what is
deemed as acceptable beh
Product Evaluation Stand
 accomplished by a
product or a group of pro
So option A is correct
Which ISO 14000 stand
A. ISO 14001
B. ISO 14004
C. ISO 9100
D. TS 16949
142 Explanation:
ISO 14001 is a contractua
certified.ISO 14004 a
non-contractual standard
implementation.
So option A is correct
QS 9000 is set of quality
143
A. Environmental System

31
B. Automotive suppliers
C. Management System
D. Customer satisfaction
Explanation:
QS 9000 is set of quality system requirements to help automotive suppliers to
ensure that
they are meeting/exceeding customer requirements
So option B is correct
The purpose of EMS aud
A. Co-operation with pub
B. Management commitm
C. To ensure that EMS con
144
D. None of the above
Explanation:
The purpose of EMS audi
So option C is correct
The third party audit is
A. Organization
B. Independent organizat
C. Customer
D. All the above
145
Explanation:
The third party audit refe
supplier for
accreditation assessment
So option B is correct
146 What is the purpose of I
 A. Fundamental Vocabula
B. Certification
C. Customer requirement
D. Management
Explanation:
The family of ISO 9000 m
ISO 9000:2005, : Quality M
So option A is correct
What is the purpose of I
A. Requirement
B. Planning
C. Documentation
147 D. Verification
Explanation:
The family of ISO 9000 m
ISO: 9001:2008, : Quality
So option A is correct
What is the purpose of I
A. Policy
B. Review
C. Guidelines for perform
148 D. Benefits
Explanation:
The family of ISO 9000 m
ISO : 9004:2009 Quality M
Improvement

32
So option C is correct
Why we need Quality Au
A. To verify whether the s
B. To decide about the po
C. To maintain the standa
D. For monitoring and me
149
Explanation:
Quality auditing should b
system is
effective and suitable.
So option A is correct
The two generic ISO sta
A.ISO 9001 & ISO 14001
B.ISO 8402 & ISO 13999
150
C. QS 9000 &TS 16949
D. None of the above
Explanation:
 The two generic ISO stand
ISO 9001 : Quality Manag
ISO 14001: Environmenta
for use.
Generic standards mean t
organization.
So option A is correct

1 Find out the false statement: Advantages of QFD are: 1. Identifying customer needs and
expectations 2. Determining how to meet them 3. Defining quantified goals 4. Importance of
each process in meeting customer requirements 5. Cost reduction 6. Amount of attention to be
given to each requirement.

1 is false
3 is false
5 is false
6 is false

2 Continuous improvement should be focused on:

Products
Processes
Functions
Results

3 “Continuous actions” refers to actions, which are -----------------and Continual actions,

however, need not be -----------------------.
Uninterrupted
Interrupted
Managerial
Administrative

4 In practice, we are able to make step function improvement, which is same as:

Continuous improvement
 Continual improvement
External improvement
Process step improvement

5 What is the meaning of MUDA?

Mood
Madness
Waste
Haste

6 • Intermediate storage • Idle machine • Too much of paperwork • Scrap and repair • Search
tools and gauges • Lengthy procedures Above given are the examples of--------------------------.
MUDA
GEMBA
Gembutsu
Poka yoke

7 Say true or false: 1. A 100% solution is better than 50% solution that can hardly be achieved
2. Ask “why” 5 times and find the true reasons 3. Next man in the process is the internal
customer 4. Ten people solve a problem better than an individual specialist

1 is true, rest are false

2 is true, rest are false
1 is false, rest are true
2 is false, rest are true

8 1. Make a survey of spare parts, material inventory, laboratory equipment, records,

measuring equipment etc. and sort out necessary from unnecessary and working from non
working 2. Classify repairable from non-repairable items 3. Classify items on the basis of
frequency of use 4. Dispose off unnecessary items In 5 S, the above given points are called as:

Seiri
 Seiton
Seiketsu
Shitsuke

9 We must improve by PDCA and PDSA, then we must standardize the process, i.e. we must
create a document called process layout in which we write down the new process steps clearly
with control plan, and then continue the cycle with Do-Check-Act, which means after every
PDCA/PDSA, we must follow ------------------- and continue.

SDCA
DCA
KAIZEN
MUDA

10 Which is a basic TQM tool, which is a graphical methodology that systematically develops
and unearths customer’s stated and unstated needs and expectations and is also called as
House of Quality?

Pareto digram
Poka yoke
Fishbone diagram
Quality function deployment

11 Which is the term which can refer to any behavior-shaping constraint designed into a
process to prevent incorrect operation by the user?
Measurement system
Gauge
Calibration
Poka yoke
12 Say true or false: Pre-requisites for Quality circle meetings: 1. Conduct of the meetings
should be lively so that circle members are enthusiastic to attend the meeting. 2. The meeting
should not disturb working of other staff 3. The meetings should be conducted outside the
company premises. 4. The facilitator has to provide the necessary facilities for conducting
meetings. 5. The meetings fixed should not interfere with normal work.

1 and 2 are false, rest are true

3 is false, rest are true
4 is false, rest are true
5 is false, rest are true

13 Find out the false statement: Problem solving techniques: 1. Brainstorming 2. Data
collection 3. Meeting agenda 4. Pareto analysis 5. Cause and effect diagrams 6. Line graphs

2 is false
3 is false
4 is false
6 is false

14 Find out the false statement: Pre-requisites of a successful leader: 1. Focus on ideas and not
on persons 2. Planning with homework by team members 3. Summarize action plan for next
meetings 4. Draw a well thought out agenda 5. Clarify points/issues raised by members 6. Be
open minded 7. Be sincere and interested in circle activities

2 is false
3 is false
6 is false
7 is false

chapter-08
1 The quality costs are classified into three major groups. Cost of conformance, cost of non-
conformance and:
Cost of performance
Cost of non-performance
Cost of getting a new customer
Cost of lost opportunities

2 Cost of conformance is the sum of:

Internal failure cost and inspection cost
Product liability and scrap/rework
Prevention cost and appraisal cost
Inspection cost and auditing cos

3 Cost of non-conformance is the sum of:

Internal failure cost, external failure cost, cost of exceeding requirements
Scrap, rework, design changes during process, obsolete inventory

Warranty costs + replacement costs, unplanned field service, Costs due to loss of
customers (both existing and potential)

Training programs, quality awareness programs, Planning: overall quality plan,

inspection plan, reliability plan, Costs incurred in design and development, Costs
incurred in quality review

4 As per Juran, what are the tangible quality costs on sales accounts other than discounts on
seconds and charges to quality guarantee account?
Marketing costs
Customer meetings and visits
Customer complaints
Materials scrapped or junked

5 As per Taguchi, as the product moves away from target value, there's a loss incurred by
society. This loss may involve:
Delay, waste, scrap, rework
Loss in customer’s business
 Frequent visits to the manufacturer
Safety hazards and accidents

6 Conventional industrial engineering considers quality costs as the cost of rework or scrap of
items manufactured outside specification. Taguchi considered such private costs to the
manufacturers as short-term costs, and introduced a new approach of understanding -------------
----owing to non-conform
costs to society
costs to employees
cost to suppliers
cost to company directors

7 Which is the statistical method developed by Genichi Taguchi, a Japanese business

statistician that shows how manufacture of each non-perfect part results in a loss for the
society?
loss function
quality function
society function
benefit function

8 In an incidence, when the inspectors measured some parameters on the five Nos. of Japanese
transmissions, they got worried, because they got the same value on each of the parts on each
of the five transmissions. What must be the reason?
The gauges were not calibrated in time
The inspectors were incompetent
There was no variation to speak of
The process was not in control

9 While manufacturing a shade of a green paint, we have to add 200 grams of pigment to each
liter of the paint. The tolerance is 10 grams. One day a worker added only 185 grams of
pigment. As per Taguchi, what will be the result?
The shade will be rejected by the customer
The shade will be accepted under concession
The manufacturer will sell it at discount
There will be a loss to the society/customer
10 As per Taguchi, what will be the result of substandard seeds and low quality insecticide?
Farmer will save money because the seeds and insecticide will be cheaper
The banks will deny loan to the farmer
The farmer will be in total loss
Politicians will help the farmer

Chapter-09

1 When a customer buys a product, he expects to get maximum value for his money. So, in
addition to quality, i.e. “Degree to which a set of inherent characteristics fulfills requirements”,
The customer expects the product to be ----------------.
Useful
Fit for use
Safe
Reliable

2 “The probability of a device performing its purpose adequately for the intended period under
the given operating conditions” is:
Availability
Reliability
Maintainability
Safety

3 “Probability that a failure will be repaired in specific time after the failure occurs” is:
Availability
Reliability
Maintainability
Safety

4 “Probability that a unit is in operation for a specified time” is:

Availability
 Reliability
Maintainability
Safety

5 Which is the type of maintenance in which symptoms or vital signs such as vibrations,
temperatures etc. are looked for; once found then the appropriate maintenance is carried out;
periodic functional checkup is done to check whether the machine is working satisfactorily or
not?
Productive maintenance
Preventive maintenance
Predictive maintenance
Corrective maintenance

6 “Capability of the unit not to cause or to occur an injury to a person for specified time and
condition” is:
Hazard
Risk
Safety
Security

7 What measures average time to failures with the modeling assumption that the failed system
is not repaired (infinite repair rate)?
MTBF
MTTR
MTTF
Bath tub curve

8 MTBF is the sum of the operational periods divided by the number of observed --------------.
Failures
Downtimes
Uptimes
Infant mortality
9 In the Bath tub curve, the first part is a decreasing failure rate, known as early failures. The
second part is a constant failure rate, known as random failures. The third part is an increasing
failure rate, known as:
wear-out failures
infant mortality
useful life
dead man’s handle

10 The bathtub curve is generated by mapping the rate of early ------------------------------failures

when first introduced.
Infant mortality
Wear out
Useful life
Inferiority

11 If R= reliability, t=number of tests, the probability of failure is:

R(t)-1
1-R(t)
(1-Rt)2
MTTF

Chapter-10

1 Fill in the blanks: The pre-requisites of CRM: 1. Identifying the kind of customers the
company wants, based on existing and forthcoming business models, and corporate mission. 2.
Selecting the most appropriate and effective channels for reaching these customers. 3. Clearly
understanding how a
Make to order
Make to profit
Make to sell
Make to reduce inventory
2 CRM is commonly defined in two broad categories: 1. Operational CRM: It refers to those
products, services and operational capabilities that enable an organization to customer care
contact centers, websites etc. What is the second category?
Communication CRM
Education CRM
Information CRM
Analytical CRM

3 Analytical CRM: Strategies and tools that drive customer-centric business decisions are: 1.
Marketing automation 2. Sales automation 3. Service fulfillment 4. Customer self-service 5. -----
-------------------
E commerce
Invoice handling
Production efficiency
Credit facility

4 Excellent Customer relationship Management depends on four aspects: 1. Commitment to

customers 2. Customer focused service standards 3. Training and empowerment What is the
4th one?
Effective complaint management
Response
Communication
Visits and meetings

5 With the concept NikeiD , NIKE let the customers design their own sport shoes. This is an
example of:
CRM
CIM
Customer focus
Custom
6 ---------- is about identifying and developing possibilities to involve customers in the business
and product development process, such as design, marketing, sales, customer service, etc. The
degree of involvement can be as far as to make the customer a part of the product, experience
and delivery.
CRM
CIM
Customer perception
Customer survey

7 Market research can be done to get the voice of the customer. The following forms of market
research are normally used: 1. Exploratory approach 2. Conclusive research 3. -----------------------
-------------
Performance research
Conformance research
Periodic research
Contemporary research

8 In case of analytical CRM, what is the following called as? “Web self-service, search,
interactive chat, e-mail, voice over IP, call me capabilities, conferencing.”
Marketing management
Customer self-service
Sales automation
Marketing automation

9 Effective complaint management : Despite all efforts, every business experiences unhappy
customers. Effective resolution of complaints increase customer loyalty and retention. This is
the part of:
CIM
CRM
Marketing
Operations management

10 Customer focused service standards are measurable performance levels or expectations

that define the quality of customer contact. Customer needs and expectations form the basis
of these standards. These are the part of:
 CIM
CRM
Marketing
SIPOC

Chapter-11

1 In modern approach, the buyer-seller relationships are working in --------------- mode. They
have realized that the competition is between value chains, and not between members of a
value chain.
Collaborative
Cooperative
Friendly
Coordination

2 Which is the application of current best practices to achieve the full potential of integrating
suppliers into the long term business process, a core process within the larger function of
supply chain management, which identifies new materials and technologies and the activities
of competitors?
Policy purchasing
Strategic sourcing
Gemba kaizen
CIM

3 The four principles which differentiate Strategic sourcing from traditional purchasing are: 1.
Defining the total value of relationship 2. Developing solutions based on a deep understanding
of the economies of the supplier and the dynamics of the business. 3. Optimizing the economic
relationship
Price reduction
Delivery in time
Reliable performance
Continuous improvement
4 Many people forget that even if a quality improvement program could make everything in a
manufacturing facility perfect, more than half the work would still be ignored. Which is the
missing key ingredient that many of us fail to initially consider?
Workers training
Supplier base
Customer base
Society base

5 Most manufacturing companies spend more than half their money on purchased parts and
services. Some companies have ----% of their costs due to suppliers of goods and services.
1%
2%
10%
80%

6 The collaborative relationships have the following characteristics: • A compatibility of

interests • Mutual need • A willingness to be open • A willingness to share information and
benefits resulting from the relationship • ---------------
Trust
Friendship
Relationship
Affection

7 Just for saving a few rupees, some companies switch from one supplier to other, which is not
a good quality perspective. We must rely on ----------- suppliers and establish ---------
relationships with them.
More, short-term
Fewer, long term
Fewer, short-term
More, long term
8 A customer’s team is visiting the supplier’s facility to observe his system, equipment,
workforce, quality assurance, engineering, calibration systems, and other factors relevant to
quality. However, the real proof of supplier’s ability to deliver quality components is his ---------
-------.
Delivery performance
Track record
Low price
Punctuality

9 Say true or false: For good supplier teaming, 1. Purchasing department develop short-term
relationships with a few suppliers rather than long term relationships with many suppliers. 2.
Although price is important, delivery schedules product quality and mutual trust and co-
operation become the p
1 is false, rest are true
2 is false, rest are true
3 is false, rest are true
4 is false, rest are true

10 To help supplier keep prices down and maintain high quality: Cost information has to be
obtained gradually. Once this is done, company helps the supplier to see where there true
costs are and what could be done to control these costs. This is called as:
Costing
Supplier cost modeling
Objectivity
Supplier surveys

Chapter-12

1 Say true or false: 1. Problems are best solved at the lowest level. 2. Problems are with people
and not with system 3. Aim is to utilize full potential of all the employees 4. Total employee
involvement is essential for customer satisfaction.
1 is false, rest are true
2 is false, rest are true
3 is false, rest are true
4 is false, rest are true
2 Fill in the blanks: People orientation should be as follows: From To Individual -------------------
Managing Involving and leading Delegation Participation and consensus Control Empowerment
Problem management Problem solving Traditional pyramid structure Flattened structure
Group
Team
Pairs
Couples

3 Fill in the blanks: Elements of Employee Involvement: 1. Problem solving at the lowest level
2. Meet conditions for empowerment 3. Team building 4. Revised organizational structure 5.
Value-Action-Measurement-and -----------------.
Closing meeting
Reward
Continuous actions
Routine

4 Employee involvement should begin with a personal ---------------to quality.

Commitment
Orientation
Inclination
Liking

5 Employee involvement depends on : 1. The amount and type of information shared with
employee 2. Training 3. Compensation and rewards 4. ------------------ practices of the firm
Authority
Departmentation
Empowerment
Organization structure making
6 The various factors that contribute to the success of Quality Management practices are: 1.
Involvement / interest of top management. 2. Training on quality practices 3. Top management
commitment 4. Conducive work culture 5. Facilities for implementing quality practices. Which
is the most im
No. 1
No.2
No.3
No.4

7 Every top management needs greater returns on investment. So, since implementation of
quality management principles will bring greater returns, the top management will be
naturally interested in it. But more than just interest, what is needed is -----------------from the
CEO.
Whole hearted commitment
Monetary support
Policy decision
Presence in meetings

8 Leadership is ----------------------the people so that all of them do the right things, right way at
the right time, willingly and on their own, so that the organization grows and the purpose is
fulfilled.
Telling
Instructing
Ordering
Influencing

9 Efficiency is the main criteria for a manager, while ---------------is the criteria for a leader.
Enthusiasm
Competence
Friendliness
Effectiveness
10 Find out the false statement: Guidelines for effective leadership: 1. Give priority attention
to external and internal customers and their needs 2. Control rather than empower the
subordinates 3. Emphasize improvement rather than maintenance 4. Emphasize prevention
rather than cure
1 is false
2 is false
3 is false
4 is false

11 Whenever any change is introduced, it surely ----------------many people.

Motivates
Upsets
Boosts morale of
Encourages

12 ----------------can come from others, such as superior’s encouragement. But it is desirable that
it is present in every individual practicing quality management. It is a result of self-esteem and
positive thinking.
Enthusiasm
Passion
Inner voice
Motivation

13 Characteristics of a team are: • Focus on goal • Members contribute voluntarily • Climate of

trust and openness • Interdependent work • -------------communication
One way
Two way
Electronic mail/mobile
Written

14 The stumbling blocks in team building are: • Ego • Selfishness • -------------- culture •
Heterogeneity • Ineffective leader
Team work
Orthodox
Blaming
 Western

15 Find out the false statement: A thirty days test for team building: 1. Make small
commitments to yourselves and keep them the next day 2. Do not say anything bad about a
person in his absence 3. Do not go into blaming and accusing mode 4. Do not catch people
doing right things 5. Select a prob
1 is false
2 is false
3 is false
4 is false

Chapter-13

1 One of the Quality Management Principles (Ref: ISO 9000:2005) is “---------------- approach to
decision making” which means that effective decisions are based on the analysis of data and
information.
Analytical
Process
Factual
Contractual

2 Poor quality raises costs unnecessarily, as poor quality increases the size and cost of the -------
-----------where wastes, scrap and repair are manufactured.
Service
Hidden factory
Manufacturing
Furniture

3 A critical dimension on a molded plastic part is related to the temperature of the feed
material. Such a relationship could be studied by using a statistical procedure called ---------------
----.
Cause and effect analysis
Pareto analysis
 Orthogonal array analysis
Regression analysis

4 The measurement system must be in ---------------------control.

Workers’
Supervisor’s
Repeatability and reproducibility
Statistical

5 Variability in the measurement system must be ---------------- compared to the variability of

the manufacturing process and compared to the specification limits.
Controllable
Small
Adjustable
Economical

6 The statistical properties of the measurement system ------------ change as the items being
measured vary.
Should not
May
Must not
Do not

7 Measurements are transferred from the primary standard to another level of standard called
a secondary standard. For the secondary standard to be traceable, the transfer must be done
by using an appropriate -----------------procedure.
Safe operating
Systematic
Calibration
Adjustment

8 If R%R has over 30% error, then:

Measurement system needs improvement
 The measurement system is acceptable

May be acceptable based upon importance of application, cost of gauge, cost of

repairs etc.

Measurement system has to be scrapped

9 Errors and variation in measurement system are bias, repeatability, reproducibility, stability
and:
Linearity
Variance
Reliability
Maintainability

Chapter-14

1 “People at all levels are the essence of an organization and their full involvement enables
their abilities to be used for the organization’s benefit.” This is one of the:
Principle of management
Principle of scientific management
Quality management principle
Quality policy

2 Fill in the blanks in the following quality management principle: “Mutually beneficial supplier
relationships: An organization and its suppliers are ---------------------- and a mutually beneficial
relationship enhances the ability of both to create value.”
Different entities
Interdependent
Independent
Dependent

3 What is the full form of ISO?

Indian standards organization
Internal standards organization
 Independent standards organization
International organization of standardization

4 ISO 9001 specifies requirements for a quality management system where an organization
needs to demonstrate its ability to provide products that fulfill customer and applicable ---------
------------- requirements and aims to enhance customer satisfaction.
Regulatory
Rational
Legal
Compulsory

5 ISO 9004 provides ----------------------- that consider both the effectiveness and efficiency of the
quality management system. The aim of this standard is improvement of the performance of
the organization and satisfaction of customers and other interested parties.
Information
Guidelines
Requirements
knowledge

6 ISO 19011 provides guidance on ------------------ quality and environmental management

systems.
measuring
recording
auditing
improving

7 ISO 10012 provides guidance on quality assurance for ------------------ processes

production
maintenance
measurement
special
8 ISO 9001 deals with the requirements that organizations wishing to meet the standard have
to fulfill. ----------------------------provide independent confirmation that organizations meet the
requirements of ISO 9001.
Third party certification bodies
Experts from ISO headquarters
External auditors
Only Bureau of Indian standards

9 “Quality Management System: The organization shall establish, document, implement and
maintain a QMS and continually improve its effectiveness in accordance with the requirements
of this standard.” This is ----------------of ISO 9001:2008.
Section 4
Section 5
Section 6
Section 7

10 “Measurement, analysis and improvement: monitoring and measurement of processes and

products.” This is ----------------of ISO 9001:2008.
Section 4
Section 5
Section 8
Section 7

11 The standard specifies that the organization shall issue and maintain the following six
documented procedures: 1. Control of Documents (4.2.3) 2. Control of Records (4.2.4) 3.
Internal Audits (8.2.2) 4. ---------------------------------- 5. Corrective Action (8.5.2) 6. Preventive
action (8.5.3
Predictive maintenance
Selective inspection
Customer satisfaction
Control of non-performing products/service

12 Future version of ISO 9001 is ISO 9001:-------------.

2015
 2018
2020
2024

13 ISO 9001 is supplemented directly by ISO 9004:2009 "Managing for the ------------------success
of an organization. A quality management approach"
Continual
Sustained
Uninterrupted
Long term

14 What is TS16949?
New version of ISO 9001
ISO technical specification for QMS automobile manufacturers
New version of ISO 14000
None of the above

Chapter-15

1 In service industries, it is not enough if only the product meets the customer requirement,
but the ----------------- must also meet customer’s expectations and must be of a high standard.
Product appearance
Advertisement
Propaganda
Employee behavior

2 • Marketing • Travels and tours • Restaurants • Transportation • Public utilities such as

electricity, water etc. The above mentioned functions fall into following category:
Tangible business
Pure service business
Free social service
Public sector
3 Customers compare perceived service with expected service in which if the perceived service
------------- the expected service the customers are disappointed
Falls short of
Exceeds
Is cheaper than
Equals

4 Defining and controlling quality of service is --------------- quality assurance of products.

More difficult than
Easier than
Same as
More important than

5 Service industries share unique characteristics that the level of quality expected is ---------------
---.
Predictable
Less predictable
Manageable
Low

6 What was developed in the mid-1980s by Zeithaml, Parasuraman & Berry, which meant
measurement of the scale of Quality in the service sectors?
RATER
SERVQUAL
GAP MODEL
APQP

7 In RATER MODEL, what is the T for?

Task
Table
Title
Tangibles
8 Hospital administrators may think patients want better food, but patients may be more
concerned with the responsiveness of the nurse. It is called as:
Perception
Gap
Attraction
Expectation

9 Among RATER, which are the dimensions of service quality having a significant influence on
customers’ satisfaction, as per some surveys conducted?
Empathy, responsiveness and assurance
Responsiveness, assurance and reliability
Assurance, reliability and tangibles
Reliability, tangibles and empathy

10 Which is a proven method by which the service quality can be measured objectively?
SPC
FMEA
APQP
Brainstorming

Chapter-16

1 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Where does the Company stand
now? What is the present status?”
Step 1
Step 2
Step 3
Step 4

2 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Where do you want to be?”
 Step 1
Step 2
Step 3
Step 4

3 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Calculate the present return on
investment”
Step 1
Step 2
Step 3
Step 4

4 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Finalize the methodology and tools
required to implement TQM.”
Step 2
Step 3
Step 4
Step 5

5 Fill in the blanks: TQM stresses on three principles: 1. Customer satisfaction 2. Employee
involvement 3. Continuous improvements in quality and -------------.
People
Machines
Materials
Processes

6 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Prepare a comprehensive training
plan with scientific approach on TQM Principles and employee empowerment”
Step 2
Step 3
Step 4
Step 5
7 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “Prepare the time schedule for the
TQM exercise”.
Step 3
Step 4
Step 5
Step 6

8 When you want to implement a strong TQM methodology in your organization, the following
question belongs to which step of the seven step process? “The success must be celebrated by
rewarding the team members in presence of CEO.”
Step 3
Step 4
Step 6
Step 7

9 In the OEA model, to what the following belongs? “Once TQM is introduced • It is necessary
to set goals. • Set up new organization structures • Management and workers should be
informed about what TQM is and why it is to be implemented • A new TQM planning and
facilitation organization to be cr
Orientation
Empowerment
Alignment
Assurance

10 In the OEA model, to what the following belongs? • “The workers must be given tools to
practice TQM and be encouraged to use the tools and be involved in quality effort • Be
authorized to take necessary decisions • They must be informed about earlier success stories”
Orientation
Empowerment
Alignment
Assurance
Chapter-17

1 AQL sampling information (BS 6001) Inspection level Code letter of sampling plan Sample size
to inspect Acceptance criteria Accept Reject I Plan G 32 2 3 II Plan J 80 5 6 III Plan K 125 7 8 If as
per plan K, if you inspect a lot of 5000 pcs, by taking a sample of
Yes
No

2 AQL sampling information (BS 6001) Inspection level Code letter of sampling plan Sample size
to inspect Acceptance criteria Accept Reject I Plan G 32 2 3 II Plan J 80 5 6 III Plan K 125 7 8 If
you inspect a lot of 5000 pcs by taking a sample of 125, as per sample
5%
2.50%
0.50%
0.10%

3 AQL sampling (BS 6001) If we use Plan G, we will be inspecting only 32 units and will be
taking a decision whether to accept a lot or not. If we use Plan K, we will be inspecting 125
units from the lot and will be taking a decision. Obviously, the risk which we take in passing the
lot to the custom
More
Less
None of the above

4 There was a group of 20 imported internal grinding machines which were bottleneck
machines because the total capacity of the machines in three shifts was just sufficient to
manufacture the targeted output. One of the “O” rings used in the machine spindles was
breaking frequently and the lost hours
Local O ring is better
Imported one is costly
Imported one is cheaper
Local O ring is preferred
5 While you are driving down the road in your car on a wild, stormy night, you pass by a bus
stop and you see three people waiting for the bus: 1. An old lady who looks as if she is about to
die. 2. An old friend who once saved your life. 3. The perfect partner you have been dreaming
about. Knowin
Old lady
Old friend
Perfect partner
Old lady in the car, give the car to the friend, and go by bus with perfect partner

6 child is taken to hospital gravely injured. When he gets there, the surgeon says, 'I can't
operate on this boy - for he is my son!!!' Is it possible?
Impossible
The doctor is his mother.
Killed man was the boy’s uncle.
Killed man is the driver.

7 Day absences Total M.P.Jantre 20 S.K.Jadhav 5 P.K.Shinde 2 S.T.Chavan 3 K.Balan 10 The

above table is an example of:
Attendance register
Affinity diagram
Matrix
Check sheets

8 Target =120% ------------- value Week No. Productivity% X-T ?(X-T) 1 109 -11 -11 2 110 -10 -21 3
112 -8 -29 4 120 0 -29 5 112 -8 -37 The above is an example of :
Progress record
Summary chart
Cusum chart
Custom chart
Chapter-18

1 As one of the foremost experts of quality control in the United States, who was invited to
Japan Union of Scientists and Engineers (JUSE) in July 1950, who gave lectures about his eight
day course on Quality Control at the auditorium of the Japan Medical Association in Tokyo?
Juran
Malcolm Baldrige
Deming
Feigenbaum

2 Fill in the blanks: The Deming Prize checklist focuses on both process and results. There are at
least three categories that look at the process: analysis, standardization and control. The
analysis includes: • Selection of key problems and themes • Analytical approach • Utilization of
----------
Analytical
Statistical
Engineering
Qualitative

3 Fill in the blanks: The Deming Prize checklist focuses on measurement results: • Results in
quality, services, delivery time, costs, profits, safety, environment • Measures for --------------
defects
Measuring
Overcoming
Inspecting
Repairing

4 Fill in the blanks: The Deming Prize checklist focuses on “Organization and its Management”,
which includes following points: • Committees and their activities • ----------------of staff •
Utilization of QC Circle activities • Interdivisional co-operation • Delegation of authority
Utilization
Promotion
Recruitment
Training
5 Fill in the blanks: The Deming Prize checklist focuses on “Collection, distribution and use of
information on quality” which includes following points: • Collection of external information •
Transmission of information between divisions • Statistical analysis of information, ---------------
Data collection
Data processing
Data transfer
Data recording

6 The Malcolm Baldrige National Quality Award recognizes ------------ organizations in the
business, health care, education, and nonprofit sectors for performance excellence.
International
European
U.S.
World class

7 The Malcolm Baldrige National Quality Award : Up to 18 awards may be given annually across
six eligibility categories—manufacturing, service, small business, education, ------------------, and
nonprofit.
Healthcare
Environment
Pollution control
Safety

8 The Malcolm Baldrige National Quality Award : In 2010, the program's name was changed to
the ----------------- to reflect the evolution of the field of quality from a focus on product, service,
and customer quality to a broader, strategic focus on overall organizational quality called
performance e
Baldrige Performance Excellence Program
Malcolm Baldrige performance prize
Malcolm performance Award
Malcolm Performance excellence prize
9 Say true or false: To receive a Baldrige Award, an organization must have a role-model
organizational management system that ensures continuous improvement in delivering
products and/or services, demonstrates efficient and effective operations, and provides a way
of engaging and responding to custo
TRUE
FALSE

10 There are seven categories which make up the Malcolm Baldrige Award criteria: 1.
Leadership: 2. Strategic Planning: 3. Customer and market Focus: 4. Information and Analysis:
5. Human Resource Focus: 6. Process Management: 7. -------------------------- Which is the 7th
one?
Profitability
Innovation management
Efficiency
Business results

wh