TQM & HR Consolidated

TQM & HR
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Calibration activity carried in company is
How TQM helps in reducing cost
Quality planning is
Vender assessment is
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Common elements of winners are
European quality award is for
Malcolm baldring award seeks improvement
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MBQA is eligible for
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Crosby's objective of quality
Dr. Deming believes
Ishikawa development
Type of variation is due to
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Customer satisfaction survey
Dimension
Poor service is due to

Service characteristic
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Circle symbol
LCT means
Pareto analysis is
X bar means
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ISO
ISO currently in use
ISO emphasis on
Lead assessor
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Estimate made by management
Forecasts
Statistical method
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Coaching
Committee assignment
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In ISO the focus on customer
Responsibility for quality objective

The management representative is
responsible far
The management review conducted
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CMM is
Critical process maturity concept include
Managed level of process
Process is managed level
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Capability of any process
PPK is device when
Process capability is Device to find out
The difference ppk & cpk
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Kaizen is
Quality circle benefit to
Quality circle can solve problem related to
TQM promotes
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Activities outsourced
The process mapping
The quality manual have
The role of management in QMS
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Bureaucratic
Excellence mean
Leadership from top
Team work mean

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Need for TQM is
Pillar of TQM
Quality approach
TQM focuses on
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Quality approach is
TQM & ISO both focuses on
TQM approach is
Which tool is used in implementing ISO-9000
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TQM & HR
ist of Attempted Questions and Answers
ISO is Quality management system.

True
Evolution of quality concept. Current era is
Continual Improvement
Service Assurance is :Confidence with customer , Customer have trust , Employee have
knowledge
TQM is a:Philosophy
Cause & Effect diagram used to :Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
________ helps organization reduce employee turnover and
absenteeism.
Training & development
In statistical quality control, primary concern is :Control
The management review is carried :To ensure effectiveness Of QMS
While calculating PPK standard deviation is________.
Calculated
Quality circle benefit to Employee.
True
While calculating CPK standard deviation is________.
Estimated
How TQM helps in reducing cost?
By reducing internal failure , By reducing external failure cost
Working together for excellence is ________.
Team work
TQM & ISO both focuses on employee.
False
Correct Answer
Appraisal cost
By reducing external sale
Prevention cost
Appraisal cost
The need for TQM is due to Cut throat competition.
True
Multi- disciplinary approach means :People from different discipline in organization , People from
different department having diff skill
Arrow indicates ________.
Direction of flow
The TQM approach is based on employee's ________.
Participation
In ISO the focus is on :Enhancing customer satisfaction
Reliability of product means :Consistency of performance , Performance over period
Current quality concept is :Continual improvement , Prevention of defect
In inspection primary concern is :Detection of Defect , Action on only detected defect
Response is________.
Speed
The European award uses the criteria of efficiency & effectiveness.
True
Process Quality planning means ________.
Building quality into processes
Does TQM approach have relevance to Indian industry in context to
People involvement , Customer satisfaction
Process evaluation is to identify :-
Potential failure prevention , Correctness of product

The planning & implementing Enviromental policy is responsibility
of________
Management representative.
The management review to be conducted :As & when required
The evaluation & selection of vendor :Must have predetermined procedure , Must be assessed
The evaluation & selection of vendor :Must have procedure for it
Environment policy must contain :Mission & core values with respect to the enviroment
According to traditional thinking, quality improvement leads to :Lower productivity
The mean is :Center of process , Target of process
TQM approach is:Centered on quality
Leadership from top should be totally honest & transparent in
dealing .
True
Quality approach is potential failure prevention.
True
According to Deming quality improvement is analogous :To reduction of Variation
The ISO is based on Plan - do - check- Act.
True
The Design & Development Review to be carried ________
To evaluate ability of product to meet requirements
Which are pillar of Tqm :Morale , Delivery
TQM emphasises on ________.
Small improvement
In Quality circle, which problems are solved?

Work related
Following are the phases of intervention:Formulation stage , Maintenance stage , Implementation stage
Leadership style from top to bottom is :Totally honest & transparent , Providing consistent vision / direction
Tqm focus on :Employee , Customer
While recruiting person he should
Competent to perform job , Trained to perform specified job
Correct Answer
Senior management was activity involved
Improving efficiency
Quality & productivity
Manufacturing organization
In ISO the focus is on :Enhancing customer satisfaction , Delighting customer
Strategic quality management means :Strategic Improvement
CPK is 1' 33 means 64 PPM.
True
While setting Quality objective, ________ to be considered.
Customer need
While setting Quality objective, What is to be consider :Customer need
By Applying basic principle, the process improvement will be in
organization's focuses on work process.
True
ISO - 14001 is :Powerful management tool to be used by an organisation to control
the environmental hazards.
________ is responsible for quality objective.
Top management
What is CMM ?
Capability maturity model
According to Deming, Quality problems are :Due to management
________organisations are not eligible for MBNQA.
Software
ISO 14001 is the management representative, responsible for :Planning and implementing policy
Customer satisfaction , People involvement
Malcolm Baldrige national quality award is for ( MBNQA ) :Total quality management
Business objectives are derived from mission statement.
True
By Applying basic principle the process improvement will be in
organization's :Focus on work process , Maintain self esteem of other
Reputation means________.
Past performance
While setting Goal ,following things to be consider.
Marketability of product , Organization need
Integrity means :True to our words
Documents in company are controlled by :Management Representative.
PP & PPK is calculated for :Initial production run , Initial process setting
TQM promotes________
Team work
Payment Against warranty is________.
External failure cost
The role of management in QMS is to provide resources.

True
Physical facilities is tangible dimension.
True
Quality means________.
Fitness for use
Zero Deviation means product is set on mean.
True
The competence of the employee means :Competence of personnel performing work affective quality ,
Evaluale the effectiveness of action taken , Maintain appropriate
Record
Employee should be involved in :Decision making , Participation
The supplier must provided ________ information to management.
Adequate
Quality approach is continual improvement.
True
Value is for which customer is paying.
True
What is quality policy?
Overall intention & direction of organization towards quality
Special characteristic means :Product characteristic which affect fit/ function / Regulation ,
Characteristic of product which are regulatory requirement.
Recruitment & Selection are critical HR issue.
True
Enviromental impact is any change to the environment, whether
adverse or beneficial.
True
Lead assessor is :Qualified personnel , Leading team of auditor
The documents of external origin ________

Should be controlled separately
The soft side of TQM include Training on job
True
TQM is aiming :Long term success
In ISO the focus on customer is ________
In Enhancing customer satisfaction
Training helps organization Reduces employee' turnover.
True
CMM is use for :Managing software project
In business, vision involve :Mission statement
Which is not part of cost of poor quality ?
Appraisal cost
Dr. Deming Believes that :Quality & Productivity walk in hands
The non conforming products are ________.
Identified & controlled
Planning of internal hazardous material & its disposal________.
Contains Planing aspect
By adopting Tqm philosophy, it benefit to :Organisation , Employee
Failure mode & effect Analysis is prevention tool.
True
Quality approach is________
Potential failure prevention
ISO calls for Product approach.
False
Enviroment indudes natural resources.
True
ISO - 9000 -2000 this revision of ISO is currently in use.
True
Model used in software industry to check the quality is
called________
Need for Tqm is due :Cut throat competition , Customer requirement
Correct Answer
Histogram
To prevent defect
Cause & effect diagram
Common causes
Rectangle represent ________ While plotting flow chart.
Steps in Activity
________ is important in providing some underpinning of the sense
of shared responsibility.
Single status
Plan aspect contains :Planning of internal hazard & its disposal
The inviromental policy must :Commits to prevention of pollution , Be Relevant to the activity ,
Comply with legislation
Tally chart is :Data collection tool
European award is given to any country.
False
What is environment?
Surrounding in which an organization operates.
What is EMS?
Enviromentel management system
Correct Answer
To assess customer satisfaction level
Physical facility
Inadequate resource
Vary from time to time
In TQM "Total" means Total Organization.
True
The inviromental policy must contain & communicate the :Mission & value with respect to enviroment , Control & improve
enviroment , Enviromental impact
The Quality problems arises :Due to management , Due to Employee
Bar chart is :Frequency Distribution tool , Data analysis tool
Competitive advantage will be achieved by :Serving customer in excellent fashion , Get in pat from customer &
convert in service , Technological improvement
Diamond represent ________ while plotting flow chart.
Decision point
The role of management in QMS is :To provide resources , To provide support
Which of the following is not process input?
Testing
Before Accepting the order :It should be reviewed
The role of management is :To provide Resources , To define EMS , To monitor the effectiveness
of the system
Cost of poor quality comprises :Cost of internal failure , Cost of external failure
The quality manual have :Level 3
ISO 9000 & TQM are supportive to each other.
True
TQM focuses on :Customer
The quality manual have one Level.

False
Quality is fitness for Purpose
True
The performance of process is in controlled condition then it is
called process at managed level.
False
What is part of cost of poor quality?
________ provides the competitive advantage.
Serving customer in excellent fashion
The variability in process is reduced, then the process become
more :-Predictable
What is document control?
Document Required by EMS to be controlled
CMM is nothing but :Use of process means , Capability maturity model
CP & CPK is calculated :To predict future process , To predict future product performance
The quality approach is ________
The human Resource :Must be competent
Common elements of winners are :Senior management was actively involved , Control of overall
process , Focus on customer
What CPL indicates ?
Process capability relative to lower specification limit
Correct Answer
Binging or end of operation
Lower control limit
Data analysis told
Average of reading
When cpk is less than one, :Process is not capable , Process is volatile
In parato Analysis, we have to focus on problem which contribute :80 % Of total problem , 80 % Of causes.
The operational control in EMS is :The process of controlling environment
By adopting TQM philosophy, it benefits to :Organisation & employee
In TQM, approach to employee is to involve people.
True
When the process is called under control?
When it is within specification
Benefit of model based improvement are :Establish common language , Models are comprehensive
Common features of CMM is how to produce software product which
are :Consistence , Repeatable , Predictable
The base of Tqm is________
Employee involvement
Each Environmental objective must be traceable back to the
Environmental Policy statement.
True
Correct Answer
International organization far standard
ISO - 9000 -2000
Prevention
Qualified personnel
In control chart, X bar means :Average of Reading
In ISO - 90001Quality policy declare by management. Similarly
what is specified in ISO - 14001?
Enviromrntal Policy
ISO - 9000- 1994 is ________

Model for quality Assurance
Histogram is used to compare data.
True
Dimensions of quality are :Performance , Feature , Reliability
Venders are assessed on predefined criteria if some activity are
outsourced.
True
ISO emphasis on :Prevention
________ is a strategic effort, directed at attaining business
objective, through preventive action.
Quality
ISO - 14001 gives stress on :Plan - Do -check -Act , Enviromental protection , Prevention rather
than detection
Which is not Business objectivity?
Supplier satisfaction
Tool is used in TQM implementation is ________.
P -D - C - A
Knowing capability of any process is required to ________.
Predict the behavior of process
________ is the machine down time.
Waste
When the process is ________ then it is under control.
Within specification
The main business process objective is to serve the customer in
excellent manner.
True
Quality circle encourage :Tem work , Participation
The management review to be conducted :At predetermined Interval , As & when required
Process Quality planning means :Building quality into processes

Control chart shows :Performance of process
Zone in Tolerance means :Gap between adequate service & desired service , Gap between
min & max expectation
Quality policy is defined by employee of organisation
False
In inspection primary concern is :Detection of Defect
Who is responsible for Deploying quality policy?
Top management
TQM approach is based on Participation.
True
ISO 9000 & TQM are :Supportive to each other
Bar chart shows how data is spread across the range.
True
There is a growing awareness by employers of the value of the
employer `Brand'.
True
The following personality holds the view that HRD is a
developmental oriented planned effort in the personnel area :C S Sanker
HRD is a total system with various :Sub systems
Occasionally, learning curves show ________, which are the areas in
the learning curve which indicate no progress in learning.
Plateaus
One of the advantages of 360 degree appraisals is that :It reduces bias / prejudice
The model of planning as a people process has benefits to :Groups , Divisions , Constituent companies
The following is not an essential objective of HRD :To minimize the utilization of human resources for the achievement
of individual
Different application forms may be necessary for different kinds of
work.
True
The very purpose of worker being at workplace is his :Work
In Results Method to appraisals, Manager can consider results in
form of :Sales figures , Production output
Correct Answer
Simplest method of assessment
Based on measures of productivity
Vary in their degree of sophistication
Systematic analysis of work
M. M. Khan remarks that HRD is the process of :Increasing knowledge , Capabilities , Positive work attitudes
Training needs may be assessed by identifying :The gap between skills possessed by employee and those required
for the job
A key issue in planning for action is how to motivate ________ to
organisational change.
Commitment
Lecture courses is often an "In-house" activity in any organisation.
True
If proper ________ activities have been conducted, there should be
no need to masquerade the salary.
HRM
If there is no ________ the organisational tasks may not be done at
all or are done at a slow pace.
Commitment
Employees of an organisation cannot participate in HRD audit. It is
concerned only with top management's views and goals.
False
Organisational change through continuous learning is necessary for

organisations to survive in today's world.
True
Performance Ratings must be ________.
Job related
Job data on features of the job can be collected from :Employees who perform the job , Other employees who watch the
workers , Trade job analysts
One of the reasons for delayed improvement of QWL is lack of
consciousness among employees.
True
HRD at organisational level talks of :Organisation's manpower planning , Training , Performance
appraisal
A trainer should concentrate developmental activities on category
of "Problem Children" to get best results.
True
HRD has become a popular concept now, particularly in the :Business world
HR Manager has to consider these dimensions while planning for
career developmental activities:Age & Performance
Balancing the cost between the utilization of plant & work force is
especially important :When costing projects
Correct Answer
Guidance through advice / suggestions
Study of specific organisational problem
Unstructured group interaction
Acting out managerial problems
Active participation of employees in Appraisal interviews helps :To identify root causes & obstacles to performance , To generate
constructive ideas for improvement
Quality control is a management process which consists of :-
Evaluate actual quality performance , Compare actual performance

to quality goals , Take action on the difference
________ are those people who have great potential and genuine
capacities but not utilising it at all.
Problem children
The following tamper the constitutionalism of an organisation :Bias on part of management , Lack of privacy , Improper process of
discipline
________ gives the employees a feeling of gaining something extra.
Fringe benefits
Some of the competencies like attitudes, skills, perspectives etc
may cut across all levels and departments in the company.
True
In today's competitive business environment, the most important
resource is considered to be :Human resources
In sensitivity training, the interaction of participants is facilitated by
a professional behaviour scientist.
True
Generally, for immediate future, succession plans are prepared
for :Individuals
The opportunities are for new ________.
Ventures
While examining top management's style of managing people, HRD
consultants examine :The leadership styles of managers , Human relation skills of
managers , Attempts to create a learning environment in company
There has been a general feeling that quality control concepts are
applicable to ________ only.
Manufacturing processes
Organizations should take positive measures to facilitate ________ of
new employees through Induction.
Social adaptation
Management succession is a direct responsibility of :CEO & Top Management
If Appraisals are not conducted properly, it can lead to :Wastage of time , Feeling of frustration , Strategic failure
A well designed training programme :Is planned in logical manner
Good HRD practices do not make any difference on many counts.
False
The Personnel needs of an organisation are identified in :Human resource planning
The drawbacks of skill-based pay schemes are ________ and the lack
of performance contingency.
Tendency to "Top out"
The customer requirement to be reviewed :Before supply of product , Before commitment of supply of product
Poor service is due to :Inadequate Resources
Dr. Deming worked in which country ?
Japan
Vender Assessment is :Appraisal cost
Continual improvement is in :Enviromental objective , Audit Result , Corrective action
Prevention of pollution is prevention of cause of pollution.
True
The primary responsibility of human Resource is ________
To provide competent person
Continious improvement is improvement of inviromental system.
True
The documents of external origin :Should be controlled separately
Correct Answer
Enhancing customer satisfaction
Top management
Establishment & implementation of QMS
As & when required
Continual improvement which focusses on the improvement of of
the EMS, must be reviewed every monthefor any changed aspects
and impacts.
False
The evaluation & selection of vendor ________.
Must have procedure for selection
What are critical HR issue ?
Recruitment & Selection , Training & development , Appraisal
ISO calls far :Product approach
In quality Assurance primary concern is:Co-ordination
The need fore CMM is :To ensure that the product is consistent
What is core value?
Excellence
Calibration Activity in company is :Appraisal cost
Process capability is :Long term performance of process
Finance is pillar of TQM.
False
The management representative is responsible for :Establishment & implementation of QMS
What are main business process objective
Customer service , Profit & loss
The ISO is based on :Plan - do - check- Act
Mission conveys the massage about what & who is :Company
If some activity are outsourced :Vendors are assessed on predetermined criteria , Procedure to be
followed for assessing vendor
Significant aspect means Perceived Risk.
True
When the process is in mature stage, it means ________.
Process is defined
________ is calibration activity in company.
Appraisal cost
Gap 5 is :Gap between expectation & perceived service
The difference of USL & LSL is range.
False
Cost of quality includes :Prevention cost , Appraisal cost , Cost of internal failure
ISO emphasis on Detection.
False
What CPU indicates ?
Process capability relative to upper specification limit
The process mapping means sequence & interaction of process.
True
In TQM - M stands for :Management
Process capability is only calculated when it qualify Bell shape
curve.
True
HR policies must be correlated with :Company vision
Ishikawa is the originator of :Fishbone Diagram , Cause effect Diagram
Control chart is :Process monitoring tool , Process control tool
The objective of ISO-9000________

Customer satisfaction
Failure Mode & Effect analysis is used as :Prevention tool , Analysis tool
Corrective action means :Action taken on detecting NC , Action taken on observed NC
________ brings cultural change.
Small improvement
Circle represent ________ while plotting flow chart.
Beginning or end of operation
TQM approach centered on quality.
True
TQM approach is based on :Participation
The process evaluation is to identify :Potential improvement in process
The records shall be maintained to provide :Evidence of conformity to requirement , Demonstrate effectiveness
of system
According to she wart, types of variation are :As common & special causes
Intangibility is ________.
Service is intangible
Documents in company are controlled by Management
Representatives.
True
In TQM "Total" refers to :Total organisation
When process improvements are institutionlized, the process is
optimized level
False
Enviromental impact is :Any change to envioment resulting from organization activity
The Enviromental policy contains :Commitment to prevention of pollution

Analysis is :Process monitoring tool
Any process is to be ________.
Controllable
The management review to be conducted ________.
At predetermined interval
The benefits of Quality circle can be experienced by :Employees , Organization
Correct Answer
Capability maturity
Process capability
Process is controlled
Performance is model respectable
Measuring instrument should be :Calibrated , Adjested & Re-Adjested , Properly located
The ISO is based on :Plan - Do - check - Act , Continual improvement
All employee in organization must :Understand & recognize commitment
Poor service is due to Poor people.
False
While calculating PPK standard deviation is :Calculated
Payment Against warranty is :External failure cost
Correct Answer
To predict the behavior of processes
To establish initial process specification
Whether process follows natural variation or not
Method of calculating Std. Deviation
Record may be :-
Procedure to control its use.

ISO is known for :Quality management
Gap 5 is Gap between expectation & perceived service.
True
Objective of finding cost of quality is to analyze it, reduce it.
True
Which of the following are depicted as the levels of the TQM?
Culture , Management style
The benefite of ISO 14001 are applicable to :The organisation which adopts it , Adjacent property owner &
enviroment
Which revision of ISO is currently in use?
ISO - 9000 -2000
Which type of organization is not eligible for MBNQA?
Manufacturing
Service characteristic of perish ability means :Service can not store
Periodic review of process to be taken to ensure consistency of
process.
True
Factor in GAP 1 is :In sufficient market research , Luck of interaction between
management & customer , Luck of communication
Correct Answer
Small change
Employee
Continuous improvement
Employee participation
________ is one of the major business processes.
Customer servive & supply chain
Control chart is :Process control tool , Process monitoring tool
Who is responsible for quality objective?
Top management
TQM culture is :Continuous improvement
In ISO the focus is on :Delighting customer , Enhancing customer satisfaction
Quality planning is :Prevention cost
Quality circle encourages Employee Participation.
True
ISO - 9000- 1994 is Model for quality Assurance.
True
Lead assessor is Qualified personnel.
True
Quality circle encourage :Participation , Tem work
Product quality planning should address capability & qualification of
equipment.
True
CPK is 1' 33 means four sigma process.
True
Adequate
Single status

Tally chart shows the :Frequency of event
TQM focuses on customer by Delighting customer.
True
Team work
ISO - 9000- 1994 is ________
True
True
The role of management in QMS is :To provide resources
The Design & Development Review to be carried :To evaluate the ability of Design to meet Specification

True
Quality
True
curve.
True
excellent manner.
True
Service characteristic is :It is intangible
The ISO is based on :-
Plan - do - check- Act

Documents in company are controlled by ________.
Management Representative
False
CMM is applicable to :Software industry
Appraisal cost
The customer requirement to be reviewed :-
Before supply of product , Before commitment of supply of product

CMM assumes that :Problems are of managerial nature
Speed
Team work
Top management
Waste
The performance process is repeatable level.
True
Direction of flow
TQM & ISO both focuses on :Customer
ISO - 9000- 1994 is :Model for quality Assurance

dealing .
True
True
True
Software
Fitness for use
True
True
If TQM done properly :It brings significant organisational changes
True
enviroment
True
Estimated
True
The process mapping means :The sequence of operation & interaction of process
True
absenteeism.
Internal audits to be conducted to check the :Conformance to ISO - 14001 , Conformance of system for
effectiveness , Stuatutory Requirement
of________
Calculated
True
True

True
Correct Answer
Vendors are assessed based on predetermined criteria
The sequence of operation & interaction of process
Level 3
To provide resources
Japan
True
of the system
The company collect document to :Demonstrate effectiveness of system , Requirement of QMS
called________
True
Dr. Deming's contribution is in the field of :Quality

True
The enviromental management system followed by organisation is
________.
IS0-14001
Process evaluation is to identify :Potential failure prevention , Correctness of product
True
True
Top management
False
Management style , Culture
Manufacturing
CPK indicate :Process capability of two side process with centre
The need for TQM is due to :Cut throat competition

In TQM - M stands for Money.
False
Cause & effect diagram shows relation between causes & its effect.
True
Creativity means :Unlimited thinking
Service characteristic has limited shelf life, which is also known as
________.
Permissibility
Top management
Representatives.
True
ISO - 9000 -2000
The process evaluation is to identify :-
Potential improvement in process

False
Work related
Zone of tolerance means :Gap between adequate & desired service level
Correct Answer
Working together for excellence
Satisfy all customer need
Provide consistent vision direction
Unlimited thinking
False
True
Decision point
True
What is core value?
Excellence
True
What is ISO?
Correct Answer
Due to cut throat competition
Productivity -Quality - cost -Delivery
Continual improvement management
Employee
Participation
The role of management is :To monitor the effectiveness of the system , To provide Resources ,
To define EMS
Excellence means :Satisfy all customer need
The control of enviromental aspect Life side analysis.
True
Which is not pillar of TQM
Finance
True
Small improvement
Range is :-
Difference of minimum & maximum

Appraisal cost
optimized level
False
Incoming material inspection is :Appraisal cost
False
When cpk is less than one, :Process is volatile , Process is not capable
Correct Answer
P-D-C-A

True
What is the need of EMS Audit?
To checking effectiveness of EMS
In TQM approach towards employee is :Involve people
TQM & HR
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TQM & HR

absenteeism.
Calculated
Estimated
Team work
Direction of flow
Participation
Speed
of________
The Design & Development Review to be carried ________
To evaluate ability of product to meet requirements
Small improvement
While setting Quality objective, ________ to be considered.
Customer need
Top management
Software
Reputation means________.
Past performance
Team work
Fitness for use
Adequate
The documents of external origin ________
Should be controlled separately
called________
Rectangle represent ________ While plotting flow chart.
Steps in Activity
Single status
Decision point

ISO - 9000- 1994 is ________
Quality
Tool is used in TQM implementation is ________.
P -D - C - A
Waste
Occasionally, learning curves show ________, which are the areas in
the learning curve which indicate no progress in learning.
Plateaus
A key issue in planning for action is how to motivate ________ to
organisational change.
Commitment
If proper ________ activities have been conducted, there should be
no need to masquerade the salary.
HRM
If there is no ________ the organisational tasks may not be done at
all or are done at a slow pace.
Commitment
Performance Ratings must be ________.
Job related
________ are those people who have great potential and genuine
capacities but not utilising it at all.
Problem children
________ gives the employees a feeling of gaining something extra.
Fringe benefits
The opportunities are for new ________.
Ventures
There has been a general feeling that quality control concepts are
applicable to ________ only.
Manufacturing processes
Organizations should take positive measures to facilitate ________ of
new employees through Induction.
Social adaptation
The drawbacks of skill-based pay schemes are ________ and the lack
of performance contingency.
Tendency to "Top out"
When the process is in mature stage, it means ________.
Process is defined
Appraisal cost
________ brings cultural change.
Small improvement
Intangibility is ________.
Service is intangible
Any process is to be ________.

Controllable
Adequate
Single status
Team work
ISO - 9000- 1994 is ________
Quality
Documents in company are controlled by ________.
Management Representative

Speed
Team work
Waste
Direction of flow
Software
Fitness for use
Estimated
absenteeism.
of________
Calculated
called________
The enviromental management system followed by organisation is

________.
IS0-14001
Top management
Service characteristic has limited shelf life, which is also known as
________.
Permissibility
Decision point
Participation
Small improvement
Appraisal cost
TQM & HR
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TQM & HR

TQM is a:Philosophy
The management review to be conducted :As & when required
The evaluation & selection of vendor :Must have procedure for it
According to traditional thinking, quality improvement leads to :Lower productivity
TQM approach is:Centered on quality
According to Deming quality improvement is analogous :To reduction of Variation
Work related
While setting Quality objective, What is to be consider :Customer need
ISO - 14001 is :Powerful management tool to be used by an organisation to control

the environmental hazards.
What is CMM ?
According to Deming, Quality problems are :Due to management
CMM is use for :Managing software project
Appraisal cost
Dr. Deming Believes that :Quality & Productivity walk in hands
Plan aspect contains :Planning of internal hazard & its disposal
What is environment?
Surrounding in which an organization operates.
What is EMS?
Enviromentel management system
Which of the following is not process input?
Testing
Before Accepting the order :It should be reviewed
The quality manual have :Level 3
TQM focuses on :Customer
The variability in process is reduced, then the process become
more :-Predictable
The human Resource :Must be competent
What CPL indicates ?
Process capability relative to lower specification limit
When the process is called under control?
When it is within specification
In ISO - 90001Quality policy declare by management. Similarly

what is specified in ISO - 14001?
Enviromrntal Policy
Process Quality planning means :Building quality into processes
Top management
The following personality holds the view that HRD is a
developmental oriented planned effort in the personnel area :C S Sanker
HRD is a total system with various :Sub systems
One of the advantages of 360 degree appraisals is that :It reduces bias / prejudice
The following is not an essential objective of HRD :To minimize the utilization of human resources for the achievement
of individual
The very purpose of worker being at workplace is his :Work
Training needs may be assessed by identifying :The gap between skills possessed by employee and those required
for the job
HRD has become a popular concept now, particularly in the :-
Business world
HR Manager has to consider these dimensions while planning for
career developmental activities:Age & Performance
Balancing the cost between the utilization of plant & work force is
especially important :When costing projects
In today's competitive business environment, the most important
resource is considered to be :Human resources
Generally, for immediate future, succession plans are prepared
for :Individuals
Management succession is a direct responsibility of :CEO & Top Management
A well designed training programme :Is planned in logical manner
The Personnel needs of an organisation are identified in :Human resource planning
Poor service is due to :Inadequate Resources
Japan
Vender Assessment is :Appraisal cost
The need fore CMM is :To ensure that the product is consistent
What is core value?

Excellence
Calibration Activity in company is :Appraisal cost
The management representative is responsible for :Establishment & implementation of QMS
What CPU indicates ?
Process capability relative to upper specification limit
TQM approach is based on :Participation
According to she wart, types of variation are :As common & special causes
In TQM "Total" refers to :Total organisation
The Enviromental policy contains :Commitment to prevention of pollution

While calculating PPK standard deviation is :Calculated
Record may be :Procedure to control its use.
ISO is known for :Quality management
ISO - 9000 -2000
Manufacturing
Top management
Tally chart shows the :Frequency of event
By adopting TQM philosophy, it benefits to :-
Organisation & employee

The role of management in QMS is :To provide resources
The Design & Development Review to be carried :To evaluate the ability of Design to meet Specification
Service characteristic is :It is intangible
CMM is applicable to :Software industry
Appraisal cost
CMM assumes that :Problems are of managerial nature

Top management
TQM & ISO both focuses on :Customer
ISO - 9000- 1994 is :Model for quality Assurance
If TQM done properly :It brings significant organisational changes
The process mapping means :The sequence of operation & interaction of process
Japan
Dr. Deming's contribution is in the field of :Quality

Manufacturing
CPK indicate :Process capability of two side process with centre
The need for TQM is due to :Cut throat competition
Creativity means :Unlimited thinking
Top management
ISO - 9000 -2000
Work related
Zone of tolerance means :Gap between adequate & desired service level
ISO calls far :-
Product approach
What is core value?
Excellence
What is ISO?
Excellence means :Satisfy all customer need
Which is not pillar of TQM
Finance
Range is :Difference of minimum & maximum

Incoming material inspection is :Appraisal cost
What is the need of EMS Audit?
To checking effectiveness of EMS
In TQM approach towards employee is :Involve people
TQM & HR
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TQM & HR

True
Quality circle benefit to Employee.
True
TQM & ISO both focuses on employee.
False
The need for TQM is due to Cut throat competition.
True
True
dealing .
True
Quality approach is potential failure prevention.
True
True
True
By Applying basic principle, the process improvement will be in
organization's focuses on work process.
True
Business objectives are derived from mission statement.
True
True
True
Zero Deviation means product is set on mean.
True
Quality approach is continual improvement.
True
True
True
True
True
True
Failure mode & effect Analysis is prevention tool.
True
False
True
ISO - 9000 -2000 this revision of ISO is currently in use.
True
False
True
ISO 9000 & TQM are supportive to each other.
True
False
True
False
True
True
Histogram is used to compare data.
True
Venders are assessed on predefined criteria if some activity are
outsourced.
True
excellent manner.
True
Quality policy is defined by employee of organisation
False
True
True
There is a growing awareness by employers of the value of the
employer `Brand'.
True
Different application forms may be necessary for different kinds of
work.
True
Lecture courses is often an "In-house" activity in any organisation.
True
Employees of an organisation cannot participate in HRD audit. It is
concerned only with top management's views and goals.
False
Organisational change through continuous learning is necessary for
organisations to survive in today's world.
True
One of the reasons for delayed improvement of QWL is lack of
consciousness among employees.
True
A trainer should concentrate developmental activities on category
of "Problem Children" to get best results.
True
Some of the competencies like attitudes, skills, perspectives etc
may cut across all levels and departments in the company.
True
In sensitivity training, the interaction of participants is facilitated by
a professional behaviour scientist.
True
Good HRD practices do not make any difference on many counts.
False
True
True
Continual improvement which focusses on the improvement of of
the EMS, must be reviewed every monthefor any changed aspects
and impacts.
False
Finance is pillar of TQM.
False
True
The difference of USL & LSL is range.
False
False
The process mapping means sequence & interaction of process.
True

curve.
True
TQM approach centered on quality.
True
Representatives.
True
optimized level
False
Poor service is due to Poor people.
False
True
True
Periodic review of process to be taken to ensure consistency of
process.
True
Quality circle encourages Employee Participation.
True
True
True
Product quality planning should address capability & qualification of
equipment.
True
CPK is 1' 33 means four sigma process.
True
TQM focuses on customer by Delighting customer.
True
True

True
True
True
curve.
True
excellent manner.
True
False
The performance process is repeatable level.
True
dealing .
True
True
True
True
True
True
True
True

True
True
True
True
True
True
True
True
True
False
In TQM - M stands for Money.
False
Cause & effect diagram shows relation between causes & its effect.
True
Representatives.
True
False
False

True
True
True
The control of enviromental aspect Life side analysis.
True
True
optimized level
False
False
True
TQM & HR

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TQM & HR
Service Assurance is :Confidence with customer , Customer have trust , Employee have
knowledge
Cause & Effect diagram used to :Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
How TQM helps in reducing cost?
By reducing internal failure , By reducing external failure cost
People involvement , Customer satisfaction
The mean is :Center of process , Target of process
Which are pillar of Tqm :Morale , Delivery
By Applying basic principle the process improvement will be in
organization's :Focus on work process , Maintain self esteem of other
PP & PPK is calculated for :Initial production run , Initial process setting
The competence of the employee means :Competence of personnel performing work affective quality ,
Evaluale the effectiveness of action taken , Maintain appropriate
Record
Special characteristic means :Product characteristic which affect fit/ function / Regulation ,
Characteristic of product which are regulatory requirement.
Need for Tqm is due :Cut throat competition , Customer requirement
The inviromental policy must :-
Commits to prevention of pollution , Be Relevant to the activity ,

Comply with legislation
The inviromental policy must contain & communicate the :Mission & value with respect to enviroment , Control & improve
enviroment , Enviromental impact
Competitive advantage will be achieved by :Serving customer in excellent fashion , Get in pat from customer &
convert in service , Technological improvement
of the system
CP & CPK is calculated :To predict future process , To predict future product performance
are :-
Consistence , Repeatable , Predictable

ISO - 14001 gives stress on :Plan - Do -check -Act , Enviromental protection , Prevention rather
than detection
Quality circle encourage :Tem work , Participation
Zone in Tolerance means :Gap between adequate service & desired service , Gap between
min & max expectation
The model of planning as a people process has benefits to :Groups , Divisions , Constituent companies
In Results Method to appraisals, Manager can consider results in
form of :Sales figures , Production output
M. M. Khan remarks that HRD is the process of :Increasing knowledge , Capabilities , Positive work attitudes
Job data on features of the job can be collected from :Employees who perform the job , Other employees who watch the
workers , Trade job analysts
HRD at organisational level talks of :Organisation's manpower planning , Training , Performance
appraisal
Active participation of employees in Appraisal interviews helps :To identify root causes & obstacles to performance , To generate
constructive ideas for improvement
Quality control is a management process which consists of :Evaluate actual quality performance , Compare actual performance
to quality goals , Take action on the difference
The following tamper the constitutionalism of an organisation :Bias on part of management , Lack of privacy , Improper process of
discipline
While examining top management's style of managing people, HRD

consultants examine :The leadership styles of managers , Human relation skills of
managers , Attempts to create a learning environment in company
If Appraisals are not conducted properly, it can lead to :Wastage of time , Feeling of frustration , Strategic failure
Continual improvement is in :Enviromental objective , Audit Result , Corrective action
Ishikawa is the originator of :Fishbone Diagram , Cause effect Diagram
Corrective action means :Action taken on detecting NC , Action taken on observed NC
The records shall be maintained to provide :Evidence of conformity to requirement , Demonstrate effectiveness
of system
Measuring instrument should be :-
Calibrated , Adjested & Re-Adjested , Properly located

enviroment
Factor in GAP 1 is :In sufficient market research , Luck of interaction between
management & customer , Luck of communication
Control chart is :Process control tool , Process monitoring tool
In ISO the focus is on :Delighting customer , Enhancing customer satisfaction
Quality circle encourage :Participation , Tem work
CMM is nothing but :-
Use of process means , Capability maturity model

enviroment

Internal audits to be conducted to check the :Conformance to ISO - 14001 , Conformance of system for
effectiveness , Stuatutory Requirement
of the system
The company collect document to :Demonstrate effectiveness of system , Requirement of QMS
Management style , Culture

The role of management is :To monitor the effectiveness of the system , To provide Resources ,
To define EMS
When cpk is less than one, :Process is volatile , Process is not capable
TQM & HR
Match The Following

Question
Calibration activity carried in company is
How TQM helps in reducing cost
Quality planning is
Vender assessment is
Match The Following
Question
Common elements of winners are
European quality award is for
Malcolm baldring award seeks improvement
in
MBQA is eligible for
Match The Following
Question
Crosby's objective of quality
Dr. Deming believes
Ishikawa development
Type of variation is due to
Match The Following
Question
Customer satisfaction survey
Dimension
Poor service is due to
Service characteristic
Match The Following
Question
Circle symbol
LCT means
Pareto analysis is
X bar means
Match The Following
Question
ISO
ISO currently in use
ISO emphasis on
Lead assessor
Match The Following
Question
Estimate made by management
Forecasts
Statistical method
Work study method
10
11
12
13
14
15
Match The Following

Question
Coaching
Committee assignment
Sensitivity training
Simulated decision games
Match The Following
Question
In ISO the focus on customer
Responsibility for quality objective
The management representative is
responsible far
The management review conducted
Match The Following
Question
CMM is
Critical process maturity concept include
Managed level of process
Process is managed level
Match The Following
Question
Capability of any process
PPK is device when
Process capability is Device to find out
The difference ppk & cpk
Match The Following
Question
Kaizen is
Quality circle benefit to
Quality circle can solve problem related to
TQM promotes
Match The Following
Question
Activities outsourced
The process mapping
The quality manual have
The role of management in QMS
Match The Following
Question
Bureaucratic
Excellence mean
Leadership from top
Team work mean
Match The Following
Question
Need for TQM is
Pillar of TQM
Quality approach
15
16
TQM focuses on
Match The Following
Question
Quality approach is
TQM & ISO both focuses on
TQM approach is
Which tool is used in implementing ISO-9000
TQM & HR
Correct Answer
Appraisal cost
By reducing external sale
Prevention cost
Appraisal cost
Correct Answer
Senior management was activity involved
Improving efficiency
Quality & productivity
Manufacturing organization
Correct Answer
Histogram
To prevent defect
Cause & effect diagram
Common causes
Correct Answer
To assess customer satisfaction level
Physical facility
Inadequate resource
Vary from time to time
Correct Answer
Binging or end of operation
Lower control limit
Data analysis told
Average of reading
Correct Answer
ISO - 9000 -2000
Prevention
Qualified personnel
Correct Answer
Simplest method of assessment
Based on measures of productivity
Vary in their degree of sophistication
Systematic analysis of work
Correct Answer
Guidance through advice / suggestions
Study of specific organisational problem
Unstructured group interaction
Acting out managerial problems
Correct Answer
Enhancing customer satisfaction
Top management
Establishment & implementation of QMS
As & when required
Correct Answer
Capability maturity
Process capability
Process is controlled
Performance is model respectable
Correct Answer
To predict the behavior of processes
To establish initial process specification
Whether process follows natural variation or not
Method of calculating Std. Deviation
Correct Answer
Small change
Employee
Continuous improvement
Correct Answer
Vendors are assessed based on predetermined criteria
The sequence of operation & interaction of process
Level 3
To provide resources
Correct Answer
Working together for excellence
Satisfy all customer need
Provide consistent vision direction
Unlimited thinking
Correct Answer
Due to cut throat competition
Productivity -Quality - cost -Delivery
Continual improvement management
Employee
Correct Answer
P-D-C-A

TQM &amp; HR Consolidated

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List of Attempted Questions and Answers

Multiple Choice Single Answer

Poor service is due to

Multiple Choice Single Answer

Multiple Choice Multiple Answer

Responsibility for quality objective

Multiple Choice Multiple Answer

Select The Blank

Multiple Choice Single Answer

Multiple Choice Multiple Answer

Team work mean

ist of Attempted Questions and Answers

ISO is Quality management system.

Potential failure prevention , Correctness of product

In Quality circle, which problems are solved?

The role of management in QMS is to provide resources.

The documents of external origin ________

The quality manual have one Level.

ISO - 9000- 1994 is ________

Process Quality planning means :Building quality into processes

Organisational change through continuous learning is necessary for

Evaluate actual quality performance , Compare actual performance

The objective of ISO-9000________

The Enviromental policy contains :Commitment to prevention of pollution

Procedure to control its use.

In ISO the focus on customer is ________

Must have procedure for selection

Plan - do - check- Act

Before supply of product , Before commitment of supply of product

ISO - 9000- 1994 is :Model for quality Assurance

Quality is fitness for Purpose

The European award uses the criteria of efficiency & effectiveness.

The need for TQM is due to :Cut throat competition

Potential improvement in process

Difference of minimum & maximum

Physical facilities is tangible dimension.

Select The Blank

Select The Blank

Select The Blank

Select The Blank

ist of Attempted Questions and Answers

________ helps organization reduce employee turnover and

The quality approach is ________

Any process is to be ________.

Process Quality planning means ________.

The enviromental management system followed by organisation is

Multiple Choice Single Answer

Multiple Choice Single Answer

ist of Attempted Questions and Answers

Evolution of quality concept. Current era is

ISO - 14001 is :Powerful management tool to be used by an organisation to control

In ISO - 90001Quality policy declare by management. Similarly

What is core value?

The Enviromental policy contains :Commitment to prevention of pollution

Organisation & employee

CMM assumes that :Problems are of managerial nature

In ISO the focus is on :Enhancing customer satisfaction

Integrity means :True to our words

ist of Attempted Questions and Answers

ISO is Quality management system.

Process capability is only calculated when it qualify Bell shape

The role of management in QMS is to provide resources.

Recruitment & Selection are critical HR issue.

TQM & HR Consolidated

TQM & HR Consolidated