Total Qualty Management

Portion - Mid Sem
Unit - I
1. According to
Deming, it is the systems that management puts into place that are primarily
responsible for poor quality, not employees
A. True
B. False
C. D. Ans: A
Explanation: Question Type: Easy
2. Which
of the following is incorrect statement about quality management?

QM is a philosophy of management
B. QM is a system of management with tools and techniques that help management for quality
C. QM builds strong ties with suppliers and customers
D. QM tries occasionally to improve the quality of an organisations product
A.
Ans: D
3. What
are the examples for Non - conformance quality costs?

Rework
B. Scrap
C. Training
D. Both a & b
A.
Ans: D
4. The
segments of quality cost are

A. Internal/External failure
B. Prevention/Appraisal/Internal failure/External failure
C. Simple Analysis
D. All of the Above
Ans: B
5. Which
of the following is analysis techniques for quality cost?

A. Pareto Analysis
B. Poker Test
C. Trend Analysis
D. Both a and c
Ans: D
6. Who
is the Guru of TQM.

Deming
B. H.Fleming
C. Creech
D. Juran
A.
Ans: D
Explanation: Question Type: Moderately Easy
7. Term
related to TQM barriers.

A. Lack of management commitment
B. Poor Appreciation/Ineffective leadership
C. Company Culture
D. All of the Above
Ans: D
8. Who
is called customer?
A. Purchase a Product
B. Sell the product/services
C. Pays for the product/services
D. Both a & b.
Ans: D
9. Which
one of the following in the role of supplier?

Passing the Product
B. Credit for the Product
C. Purchasing the Product
D. All of the above
A.
Ans: D
Which of the following belongs to elements of TQM?

Ethics
B. Philosophy
C. Both a and b
D. Integrity
10.
A.
Ans: C
The type of communication in TQM based organization is

Upward
B. Indirect
C. Direct
D. None of these
11.
A.
Ans: A
One hundred percent inspection means

catches all of the defective parts
B. every part is checked to see whether or not it is defective
C. that only good parts will be shipped to a customer
12.
A.
D. practical and an
Ans: B
excellent fit for world-class manufacturers
The dimensions of quality is

Length
B. Productivity
C. Reliability
D. Perfection
13.
A.
Ans: C
The non-measurable attributes are

Aesthetics
B. Size
C. Skills
D. Weight
14.
A.
Ans: A
Cost of test equipment depreciation is _______________ cost

Prevention cost
B. Appraisal cost
C. External failure cost
D. Internal failure cost
15.
A.
Ans: B
Cost of guarantee and warranty is _______________ cost

Internal and external failure cost
B. External failure cost
C. Appraisal and Prevention cost
D. Prevention and Internal failure cost
16.
A.
Ans: B
The number of zones in the total quality cost curve is

4
B. 5
C. 3
D. 2
17.
A.
Ans: C
The pillar of TQM is

A. Reputation
B. Commitment
18.
C.
Quality
D. Recognition
Ans: D
The major principle of TQM is

Continuous Improvement
B. Customer Satisfaction
C. Management Commitment
D. Employee Empowerment
19.
A.
Ans: A
The quote Quality is fitness for useis coined by

Crosby
B. Juran
C. ANSI
D. Deming
20.
A.
Ans: B
The jurans triology includes

A. Planning
B. Improvement
C. Both a&b
D. none of these
21.
Ans: C
The tangible benefit of TQM is

A. Improved productivity
B. Enhancement of job interest
C. Improved communication
D. Better company image
22.
Ans: A
The intangible benefit of TQM is

A. Increased productivity
B. Improved product quality
C. Improved teamwork
D. Reduced quality costs
23.
Ans: C
24.
The fact based decision making tool is

DME
A.
SPC
FEMA
D. QC
B.
C.
Ans: B
The thumb rule used in quality management system is

A. 85/15
B. 70/20
C. 75/15
D. 80/20
25.
Ans: D
The barriers to TQM implementation is

A. Continuous improvement
B. Customer positioning
C. Ineffective leadership
D. Integrated business plan
26.
Ans: C
The quoteQuality is a predictable degree of uniformity and dependability at low cost and suited
to the marketis coined by
A. Juran
B. Deming
C. Kaizen
D. Taguchi
27.
Ans: B
The driver for TQM engine is

Customer
B. Quality council
C. Supplier
D. Quality statement
28.
A.
Ans: B
who is the Father of Japanese Quality Revolution

Hazen
B. Taguchi
C. Deming
D. Teboul
29.
A.
Ans: C
__________ should be written by the CEO with feedback from the workforce and be approved by
the quality council.
A. Mission
B. vision
C. quality policy
D. planning
30.
Ans: C
The three basic elements of the cost of a manufactured product are

A. indirect materials, indirect labour, and manufacturing overhead
B. direct materials, work in process, and finished goods inventory
C. direct materials, direct labour, and manufacturing overhead
D. none of these
31.
Ans: C
__________ sets the long term direction of the organization in which it wants to proceed in future.
A. Mission
B. quality policy
C. vision
D. strategic planning
32.
Ans: D
__________ is also known as value stream mapping

A. Customer needs
B. customer position
C. gap analysis
D. alignment
33.
Ans: C
Cost of appraisal includes

Cost of quality planning
B. Cost of repair and rework,
C. Cost of commissioning failures
D. Cost of installation testing
34.
A.
Ans: D
Quality is defined by the customer is

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
35.
A.
Ans: B
Explanation:
Question Type: Moderately Easy
Which one of the following would normally be considered as one of the costs of quality?
Performance related pay
B. Relocation costs
C. Purchase order discounts
D. Appraisal costs
36.
A.
Ans: D
Pareto charts are used to

identify inspection points in a process
B. organize errors, problems or defects
C. outline production schedules
D. show material flow
37.
A.
Ans: B
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events
through
which a product travels is a
38.
Pareto chart
Flow chart
C. check sheet
D. Taguchi map
A.
B.
Ans: B
Quality assurance increasingly accepted in

1944
B. 1951
C. 1955
D. 1995
39.
A.
Ans: B
It Improve constantly and forever the system of production and service to improve
_____________
43.
quality
productivity
C. both a & b
D. none of the above
A.
B.
Ans: B
45.
According to Folklore quality and productivity have an _______ relationship
Direct
Inverse (or) Outmoded
C. Modern view of Relationship
D. none of these
A.
B.
Ans: B
Explanation: Question Type: Moderately Difficult
Take action to accomplish the transformation while introducing new philosophy, management
must be
A. committed
B. involved
C. both a &b
46.
Ans: B
Explanation: Question Type: Moderate
Three roles in triple role concepts are customer, processor and ____________
product
B. developer
C. quality
D. supplier
47.
A.
Ans: D
____________ cost arise due to scrap, rejects, labour sitting idle

Appraisal
B. Prevention
C. Internal failure
D. external failure
48.
A.
Ans: C
"Quality is defined by the customer" is

A. an unrealistic definition of quality
B. a user-based definition of quality
C. a product-based definition of quality
D. All of the above
49.
Ans: B
The cost analysis technique which involves the comparision of past and present trends is known as
A. Trend analysis
B. Failure cost analysis
C. Pareto analysis
D. Optimal cost analysis
51.
Ans: A
The cost analysis technique which deals with the factors resulting to the problems and failure of
the product is
A. Failure cost analysis
B. Pareto analysis
C. Optimal cost analysis
D. Statistical analysis
52.
Ans: B
When a sample measurement falls inside the control limits, it means that
each unit manufactured is good enough to sell
B. the process limits cannot be determined statistically
C. the process output exceeds the requirements
D. if there is no other pattern in the samples, the process is in control
53.
A.
Ans: D
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
55.
Ans: B
A quality loss function utilizes all of the following costs except

A. sales costs
B. the cost of customer dissatisfaction
C. costs to society
D. the cost of scrap and repair
56.
Ans: A
Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the
_______________
A. Taguchi Loss Function
B. Pareto Chart
C. Chart
D. ISO 9000 Quality Cost Calculator
57.
Ans: A
Which of the following was not given as a key feature of Total Quality Management?
Continuous improvement
B. Establishing clear specifications
C. Teamwork, trust and empowerment
58.
A.
D. Using quality tools and techniques

Ans: B
Which item is not among the SERVQUAL dimensions?

Tangibles
B. Empathy
C. Quality
D. Reliability
59.
A.
Ans: C
___________ diagram is a diagnostic tool used for separating the vital few causes that account for
a dominant share of quality loss.
A. Fish bone
B. Arrow
C. Pareto
D. Histogram
60.
Ans: C
What perspective does Crosby adopt when defining quality?

A. Fitness for purpose is the key
B. Setting and meeting specifications is the critical issue
C. Quality must be defined subjectively
D. All of these
61.
Ans: C
If "quality is free", why do authorities recognise that an improvement programme needs

investment?
A. Reductions in prevention and appraisal costs lag behind investment in prevention
B. There is an inevitable worsening of quality during periods of change
C. Quality must be defined subjectively
D. All of these
62.
Ans: B
__________ is also known as process improvement.

Customer needs
B. customer position
C. gap analysis
D. closing the gaps
65.
A.
Ans: D
66.
The concept of total quality control is created by
Genichi Taguchi
Joseph M Juran
C. Armand Feigenbaum
D. W Edwards Deming
A.
B.
Ans: C
Quality circles are started in japan at

1961
B. 1966
C. 1962
D. 1965
67.
A.
Ans: C
Explanation: Question Type: Difficult
Inspection, scrap, and repair are examples of

external costs
B. societal costs
C. costs of dissatisfaction
D. internal costs
68.
A.
Ans: D
The element of TQM is

Focus on Customer
B. Genetic Tools
C.
Continuous improvement
D.
effective involvement
69.
A.
Ans: B
A quality policy is a important requirement of

ISO 2000
B. ISO 2008
C. ISO 1999
D. ISO 9000
70.
A.
Ans: D
In understanding the purpose of inspection __________ is in the first place

increase the productivity
B. increase the cost
C. both a & b
D. prevent defects
71.
A.
Ans: D
For services, a quality dimension that can be important would be

Deliverables
B. Inputs
C. Tangibles
D. Durability
74.
A.
Ans: C
Improved product quality is

Tangible benefits
B. intangible benefits
C. both a and b
D.
None of these
75.
A.
Ans: A
The costs associated with efforts to prevent errors are

Appraisal costs
B. Direct costs
C. Prevention costs
D. Expected costs
76.
A.
Ans: C
The financial approach to the management and control of quality is known as

the cost of quality
B.
the balanced scorecard
C. a pareto diagram
D. None of the above
77.
A.
Ans: A
Which one of the following is not a category of costs of quality?

A.
warranty cost
B.
appraisal
C.
prevention
D. internal failure
78.
Ans: A
Sales returns and allowances due to a quality deficiency is an example of

A. external failure costs
B. appraisal costs
C. prevention costs
D. non-conformity costs
79.
Ans: A
Which of the following is a tool that includes cumulative frequency of each type of defect?
A. control chart
B. Pareto diagram
C. cause-and-effect diagram
D. fishbone diagrams
80.
Ans: B
According to Crosby it is less costly to,

A. Let the customer find the defects
B. Detect defects than to prevent them
C.
Prevent defects than to detect them
D. Ignore minor defects
81.
Ans: B
What are expected production costs?

A. Labor,materials and equipments
B. Personnel,training and rollout
C. Training,testing and user-acceptance
D. All of the above
82.
Ans: A
One determinant of service quality is ________, which means the firm performs the service right
the first time and that the firm honors its promises
A. responsiveness
B. credibility
C.
competence
D.
reliability
83.
Ans: D
Portion - Mid Sem
Unit - II
3. Which of the
following related to solve customer problem?

Could be sued
B. Special bonus
C. Pricing customer service
D. Both b and c
A.
Ans: D
4. Satisfying
customer complaints include

Satisfied customer
B. Rectify problem
C.
Both a and b
A.
D.
None of these
Ans: B
5. Perspectives
of service can be
Experience
B. Derived
C. Operational
D. All of the above
A.
Ans: D
6. The
quality leader who said that quality is free, non-quality is expensive

Phil Crosby
B. W. Edwards Deming
C. Joseph Juran
D. Armand Feigenbaum
A.
Ans: A
7. The
old customer, who continue buying the same products are called
New customers
B. Supplier
C. External customer
D. Loyal customer
A.
Ans: D
8. An
integrated source of data which collects information about customers

Data base
B. Data mart
C. Data ware housing
D. All of the above
A.
Ans: A
9. Which
of the following characteristics to pull system?

System improvement
B. Enthusiasm
C. No divided loyalties
D. All of the above
A.
Ans: D
Which of the following person associate with theories of motivation?

A. Maslow
B. Crostoy
10.
C.
Juran
D.
Creeds
Ans: A
Why teams are formed?

organizational behaviour
B. Both a and b
C. Better work situation
D. None of these
11.
A.
Ans: B
Which one of the following is under types of teams?

Formal and informal
B. Formal and actual
C. Actual and informal group
D. Ad-hoc an natural
12.
A.
Ans: D
An external customer is the one__________

A. who uses the product or service
B. who purchases the product or service
C. who influences the sale of the product or service
D. all of the above
13.
Ans: D
C&S stands for

A. internal customer&internal supplier
B. external customer&external
C. customer&supplier
D. customer&service
14.
Ans: A
Performance include ___________

A. availability
B. reliability
C. maintainability
D. all of the above
15.
Ans: D
16.
Why customer complaint is necessary?

to discover customer dissatisfaction
A.
to discover new products

to discover relative priorities of quality
D. all of the above
B.
C.
Ans: D
Herzbergs two factor theory is

A. motivation factors
B. hygiene factors
C. social factors
D. Both A&B
17.
Ans: D
Motivation factors are called as

A. dissatisfiers
B. empowerment
C. enrichment
D. satisfiers
18.
Ans: D
Employee involvement is the backbone of a

QMT
B. TQM
C. MQT
D. Motivation
19.
A.
Ans: B
20.
Important aspects of employee involvement are
Teams and teamwork

B. service
C. Quality
D. Customer care
A.
Ans: A
Employee involvement leads to meet the organization

Goals
B. objective
C. Goals And objective
21.
A.
Ans: C
Physiology needs are the biological needs required to preserve

human life
B. animal life
C. environmental
22.
A.
Ans: A
Reward is a tangible one such as increased salaries, commissions, etc., to promote desirable
behavior
A. True
B. False
C. D. 23.
Ans: A
Which is a systematic and objective assessment of performance and contribution of an individual

A. Empowerment
B. Team
C. Motivation
D. Performance appraisal
24.
Ans: D
The quality planning road map was designed by

A. Juran
B. Herzberg
C.
Maslow
D.
Webster
25.
Ans: A
Systematic and objective assessment ___________ appraisal

Performance
B. Imperformance
C. Under performance
D. none
26.
A.
Ans: A
Giving and gainig information is

advising
B. promoting
C. organizing
D. none
27.
A.
Ans: A
Explanation:
The revenue contribution to the company by a totally satisfied customer is ____times to that of
satisfied customer
A. 17
B. 1.8
C. 2.6
D. 13
28.
Ans: C
The revenue contribution to the company by a totally satisfied customer is ____times to that of
dissatisfied customer.
A. 14
B. 1.9
C. 17
D. 2.5
29.
Ans: C
The customer satisfaction model was formulated by _______

A. Deming
B. Teboul
C. Weibul
D. Terzaghi
30.
Ans: B
The decrease in revenue of the company by a dissatisfied customer is ___times to that of totally
satisfied customer
A. 1.9
B. 1.7
C. 1.1
D. 1.8
31.
Ans: D
The tool used for collection of customer complaint is

Comment card
B. Score card
C. Vcard
D. Warranty card
32.
A.
Ans: B
The necessity of customer feedback is to

Identify customer needs
B. Discover customer satisfaction
33.
A.
C.
Both a &b
D. None of these
Ans: B
The process of retaining the existing customers is _________

Customer satisfaction
B. Customer motivation
C. Customer retention
D. Customer recognition
34.
A.
Ans: C
The quote Motivation means a process of simulating people to accomplish desired goals was
coined by _________
A. Edwin B.Flippo
B. Scott
C. Maslow
D. Hertzberg
35.
Ans: B
The theory of motivation is

Maslows theory
B. Bigbang theory
C. Deming philosophy
D. Kaizen philosophy
36.
A.
Ans: A
The key factor for Maslows Hierarchy theory is

Organisation needs
B. Employee needs
C. Leader needs
D. Human needs
37.
A.
Ans: D
The Herzbergs Motivation theory is also known as

Two factor theory
B. Four factor theory
C. Three factor theory
D. five factor theory
38.
A.
Ans: A
The achievement of common objectives by a group of people working together is known as

_________
A. Team
B. Leadership
C. Teamwork
D. Reward
39.
Ans: C
The word empower means ________

A. Authority
B. Acceptability
C. Reliability
D. Workability
40.
Ans: A
The roadblock to team progress is

A. Lack of reward
B. Improved communication
C. Lack of planning
D. Improved integration
41.
Ans: C
The types of rewards are

A. Internal and external rewards
B. Intrinsic and extrinsic rewards
C. Both a and b
D. Formal and informal rewards
42.
Ans: B
The honour to feelings of accomplishment or self worth is attributed by ______

Intrinsic reward
B. External reward
C. Extrinsic reward
D. Internal reward
43.
A.
Ans: A
The issue of reward related to pay or compensation is known as _____________

Memorandum
B. Internal reward
C. Extrinsic reward
D. Cash reward
44.
A.
Ans: C
Explanation:
Motivation improves
employee involvement
B. customer satisfaction
C. customer involvement
D. none
45.
A.
Ans: A
It is a continuous learning process which never stops.

QMT
B. MQT
C. TQM
D. Goals
46.
A.
Ans: C
Which of the following is not an element of strategy?

Policies
B. Facilities
C. vision
D. Goals
47.
A.
Ans: B
The cost to gain a new customer is about ____ times more costly than retaining an existing one.
5
B. 2
C. 8
D. 4
48.
A.
Ans: A
It is can be defined as a group of people working together to achieve common goals

Empowerment
B. Team
C. Motivation
D. Recognition
49.
A.
Ans: B
A user-based definition of quality is usually highly meaningful for people who work in
A. Production
B. Inspection
C. Marketing
D. Maintenance
50.
Ans: C
The goal of inspection is to be define as the

detect a bad process immediately
B. add value to a product or service
C. correct deficiencies in products
D. correct system deficiencies
51.
A.
Ans: A
The philosophy of zero defects is

consistent with the commitment to continuous improvement
B. an ultimate goal; in practice, 1 to 2% defects is acceptable
C. unrealistic
D. prohibitively costly
52.
A.
Ans: A
Based on his 14 Points, Deming is a strong proponent of

an increase in numerical quotas to boost productivity
B. inspection at the end of the production process
C. looking for the cheapest supplier
D. training and knowledge
53.
A.
Ans: D
A successful TQM program incorporates all of the following except

A. continuous improvement
B. employment involvement
C. benchmarking
D. centralized decision making authority
54.
Ans: D
Which of the following is not usually an example of indirect participation by the employees in
participative management?
A. Worker-director
B. A joint management council member
C. Collective bargaining
D. Suggestion-box scheme
55.
Ans: D
Which of the following not an example of direct participation by the employees in participative
management?
A. A joint management council member
B. Autonomous work group
56.
C.
Open-door policy
scheme
D. Suggestion-box
Ans: A
Which of the following is not a characteristic of the workers participation in management?

Consequence sharing
B. Application of upward control
C. Participation in decision making
D. One-time activity in the life of the organization
57.
A.
Ans: D
Employee empowerment in general means

increased job autonomy for the superiors
B. increased job autonomy for the subordinates
C. decreased job autonomy for the subordinates
58.
A.
Ans: B
Which of the following activities is not required as part of the employee empowerment process?
A. Transfer of authority
B. Assignment of responsibility
C. Assignment of responsibility
59.
Ans: D
Employee Involvement (EI) is part of all the following management initiatives with the exception
of which one?
A. Performance Management
B. Business Process Re-engineering
C. Total Quality Management
D. The Learning Organisation
60.
Ans: A
Which of the following statements is not true of Empowerment?

Empowerment allows the workforce total decision making power over their work processes
B. Empowerment allows the workforce some decision making power over their work processes
C. Empowerment does not allow the workforce to make a contribution to the organisational
strategy
D. Empowerment is a management tool that allows limited decision making to the workforce
61.
A.
Ans: A
Empowerment schemes bestow the following advantages on employees with the exception of
which one?
A. Empowerment allows employees to acquire new knowledge and skills
B. Empowerment allows employees to make investment decisions as share holders
C. Empowerment gives employees ownership of their work
D. Empowerment increases day-to-day control over tasks
62.
Ans: B
All these are types of downward informational communication with the exception of which one of
the following?
A. Notice boards
B. Bulletins
C. Quality circles
D. Memos
63.
Ans: C
Which of the following statements concerning Empowerment is least likely to be true?

Empowerment enhances employee loyalty and commitment to the company
B. Empowerment automatically creates greater profits for the company
C. Empowerment allows more effective communication within the company
D. Empowerment can improve the productivity of employees
64.
A.
Ans: B
_____ addresses the what and why of marketing activities; _____ addresses the who, where,
when, and how
A. Control; audit
B. Implementation; strategy
C. Strategy; implementation
D. Audit; control
65.
Ans: C
The Taguchi method includes three major concepts. These include all of the following, except
A. quality loss function
B. target-oriented quality
C. employee involvement
D. quality robustness
66.
Ans: C
The preferred method for achieving total quality in process output is

A. Rely on a team of highly trained and dedicated inspectors
B. Rely on operator self-inspection and self-correction
C. Perform inspection at the next process
D. Build and install an error-proof process and maintain it
67.
Ans: D
Performance appraisals can be used for all of the following EXCEPT

A. to strengthen individual weaknesses
B. to understand environmental factors that might adversely affect performance
C. to influence decisions on demotions
D. to help establish the validity of employment decisions
68.
Ans: B
Performance appraisals can be used to

A. influence decisions on demotions, firings, and layoffs
B. outline what is expected from salespeople
C. help establish the legal validity of employment decisions
D. all of the above
69.
Ans: D
The many purposes for performance appraisal can be condensed into two general categories
extrinsic and intrinsic
B. controlling and planning
C. evaluative and developmental
D. quantitative and qualitative
70.
A.
Ans: C
kaizan is a japanese word

True
B. False
C. D. -
71.
A.
Ans: A
72.
The management by objectives method is the most commonly used form for evaluating salespeople
performance
True
B. False
C. D. A.
Ans: A
73.
A quality circle is ___.

responsible for quality
A.
a voluntary group of employees

total quality control
D.
none of the above
B.
C.
Ans: B
Intrinsic feeling in not a accomplishment or self-word.

A. True
B. False
C. D. -
74.
Ans: B
Motivation improves employee involvement

A. True
B. False
C. D. -
75.
Ans: A
76.
Giving workers responsibility for quality improvements and authority to make changes is known
as
continuous improvement
employee involvement
C. employee empowerment
D. benchmarking
A.
B.
Ans: C
The typical difference between "quality circles" and "continuous improvement teams" is
_____________.
A.
Quality circles work on product design only
B. Continuous improvement teams work on product and process design
C. the amount of employee empowerment
D. There is no difference they are just the same
77.
Ans: C
Which of the following is not a goal of process improvement?

A. increasing customer satisfaction
B. reducing waste
C. achieving higher quality
D. identifying the cause of a problem
78.
Ans: D
A quality improvement technique that involves the sharing of thoughts and ideas in a way that
encourages unrestrained collective thinking is:
A. Pareto analysis
B. Benchmarking
C. brainstorming
D. a control chart
79.
Ans: C
A quality circle is a cross-functional team focused on quality.

True
B. False
C. D. -
80.
A.
Ans: B
Portion - Mid Sem
Unit - III
1. Juran divides
quality management into _______ parts
2
B. 5
C. 3
D. 4
A.
Ans: C
2. Jurans
Quality triology doesnt contains ____________

quality planning
B. psda cycle
C. quality improvement
D. quality control
A.
Ans: B
3. At
_________ stage, control processes are designed to meet and ensure the quality goals set in the
planning stage of Juran
A. quality planning
B. quality control
C. quality improvement
D. quality measurement
Ans: B
4. Jurans
quality improvement provides the managers to find and remedy the basic causes of _______
A. poor quality
B. money loss
C.
best quality
D. customers satisfaction
Ans: A
5. Juran
triology diagram describes that jurans triology is designed to ______ the cost of quality over
time
reduce
increase
C. balance
A.
B.
Ans: A
5s was invented in ______

india
B. china
C. america
D. japan
13.
A.
Ans: D
what does SEIRI means

wasting
B. clearing
C. maintaining
D. adjusting
14.
A.
Ans: B
what does SEITON means?

arranging
B. clearing
C. discipline
D. sweeping
15.
A.
Ans: A
what does seiso means

clearing
B. sorting
C. arranging
D. sweeping
16.
A.
Ans: D
what does SEIKITSU means

discipline
B. arranging
C. cleanliness
D. sorting
17.
A.
Ans: C
what does SHITSUKI means

discipline
B. cleanliness
C. sweeping
D. sorting
18.
A.
Ans: A
Maintaining a high standard of workplace will comes under____

SEIRI
B. SEIKETSU
C. SHITSUKI
D. SEITON
19.
A.
Ans: B
5S doesnot contain__________
SEIRI
B. SHITSUKI
C. SEISU
D. SORTI
20.
A.
Ans: D
Kaizen is a _______ word

A. french
B. thai
C. chinese
D. japanese
21.
Ans: D
Kaizen means ___________

B. never improved
C. may be improved
D. discontinuous improvement
22.
Ans: A
Kaizen is also known as Kairyo.

A. True
B. False
C. D. -
23.
Ans: B
Kaizen is a quality ___________ approaches.

A. improvement
B. analysing
C. planning
D. maintaining
24.
Ans: A
In Kaizen theory, improvements occurs in _______

A. one or two steps
B. never improved
C. many small steps
D. all the above
25.
Ans: C
In Kairyo theory, improvements occurs in ________

one or two steps
B. never improved
C. many small steps
D. all of the above
26.
A.
Ans: A
Kaizen is __________ orientated

customer
B. product
C. employee
D. technology
27.
A.
Ans: C
Kairyo is __________ oriented.

customer
B. employee
C. product
D. technology
28.
A.
Ans: D
Explanation:
Question Type: Difficult
Kairyo requires _________ investment but ________ effort to maintain.

small,large
B. large,small
C. large,large
D. small,small
29.
A.
Ans: B
Kairyo requires small _________ but large ________ to maintain.

investment,effort
B. place,employee
C. effort,investment
D. employee,place
30.
A.
Ans: C
The relationship between customer and supplier while partnering should be based upon
_____________
A. trust
B. dedication to common goals
C. objectives
D. All of the above
31.
Ans: A
Benefits of partnering includes

A. improved quality
B. increased productivity
C. reduced cost
D. all of the above
32.
Ans: D
Japanese concept KEIRESTU is based on __________

A. quality
B. management
C. partnering
D. all of the above
33.
Ans: C
Mutual _______ between two partners forms the basis for a strong working relationship
thinking
B. investment
C. trust
D. all of the above
34.
A.
Ans: C
In supplier sourcing, there are __________ types

A. 3
B. 5
C. 9
D. 6
35.
Ans: A
Sole sourcing is the use of ________ supplier for the organization.

A. 1
B. 5
C. 20
D. 10
36.
Ans: A
___________ sourcing is the use of 2 or more suppliers for an item.

single
B. sole
C. multiple
D. hole
37.
A.
Ans: C
In ___________ stage of supplier selection, a detailed analysis is made after obtaining required
information
A. survey
B. negotiation
C. experience
D. enquiry
38.
Ans: D
Supplier rating is also known as ___________ system.

score board
B. score team
C. score card
D. score note
39.
A.
Ans: C
The __________ is used to obtain an overall rating of supplier performance.

A. supplier work
B. supplier rating
40.
C.
supplier experience
D. supplier trend
Ans: B
Customer rates supplier inorder to

obtain an overall rating of supplier performance
B. ensure complete communication with suppliers
C. provide each supplier about the details of problems for corrective action
D. All of the above
41.
A.
Ans: D
Which does not included in supplier scorecard.

quality
B. performance
C. price
42.
A.
Ans: D
Relationship development refers to maintain and develop relationship between ________

A. manager-customer
B. manager-employee
C. customer-supplier
D. customer-supplier
43.
Ans: C
Which doesnt comes under 4 phases of relationship development.

A. arrangement
B. inspection
C. training
D. recognition
44.
Ans: A
Objectives of performance measures is

i)to establish baseline measures and reveal trends
ii)to determine which processes need to be improved
iii)to indicate process gains and losses
iv)to compare goals with actual performance
45.
both i & ii
B. both iii & iv
C. All of the above
A.
Ans: C
Performance measures of an organization includes the performance measures of its each

functional elements such as ________
A. production
B. research
C. customers
D. all of the above
46.
Ans: D
Performance measures used to compare goals with actual preformance

A. True
B. False
C. D. -
47.
Ans: A
Performance measure should focus on ____________

B. prevention
C. corrective action
D. All of the above
48.
Ans: A
The________ related performance measures should be preffered to better understand the financial
position of the team.
A. cost
B. finance
C. gain
D. loss
49.
Ans: A
The performance measures selected/used should be visible to __________.

customer
B. vendor
C. all employees
D. owner
50.
A.
Ans: C
51.
The results of the performance measures should balance the interests of all Stakeholders.
A.
True
False
D. B.
C.
Ans: A
52.
The selection,processing,implementation and monitoring of performance measures are carried out
by
quality council
accountant council
C. customer
D. vendor
A.
B.
Ans: A
Which is the commonly used technique for presenting performance measures.

time series trend graphs
B. control charts
C. capability index
D. All of the above
53.
A.
Ans: D
The control charts are powerful tools for the diagnosis of ______ problems.
quality
B. profit
C. loss
D. employee
54.
A.
Ans: A
process capability index is the ratio of tolerance to the __________.

hard work
B. profit
C. capability
D. development
55.
A.
Ans: C
Taguchis quality loss fuction is based on the fact that ____________

quality loss
B. quality gain
C. profit gain
D. profilt loss
56.
A.
Ans: A
To create a neat and clean work place - Its the one of the objective of 5s
True
B. False
C. D. -
57.
A.
Ans: A
Benefits in implementing 5s
more usable floor place
B. people become desciplined
C. Better quality awareness
D. above all
58.
A.
Ans: D
Kaizen is Japanese word?

True
B. False
C. D. -
59.
A.
Ans: A
Portion - End Sem
Unit - III
6. PDSA cycle contains
______ phases
2
B. 6
C. 4
D. 8
A.
Ans: C
7. The
another name of Deming wheel is

PCAA
B. PSCA
C. PDSA
D. PSDA
A.
Ans: B
8. Which
of the following belongs to PDSA cycle
plan
do
C. act
D. all of the above
A.
B.
Ans: D

8. Which of the following is the best way to ensure that information is conveyed appropriately?
A. Sending e-mails or interoffice memos to everyone in the organization
B. Using a communication plan
C. Posting it on the organizations web site
D. Explaining the details at a meeting
Ans: B
9. To ensure a successful benchmarking outcome, the first step that the qua lity manager should take is to
A. contact a best-in-class benchmark partner
B.
gather data to help identify process areas for improvement
C. prepare a standardized benchmark agreement
D. assign a quality professional to the benchma rk team
Ans: B
9. PDSA
is an__________ technique
B. discontinuous improvement
C. All of the above
Ans: A
PDSA cycle is also called as deming wheel

True
B. False
C. D. -
10.
A.
Ans: A
10. Which of the following is the final step in the Juran Trilogy
A.
Quality control
B. Quality planning
C. Quality documentation
D. Quality improvement
Ans: D
11. A mission statement should meet which of the following requirements?
A. It should address only issues of values, beliefs, and philosophies of the organization.
B. It should be something currently unachievable, so that the organization will have to stretch itself
C. It should be clear and understandable to all of the organizati ons personnel
D. It should be of sufficient length and breadth to cover all aspects of the organizations business
Ans: C
5W2H contains
what
B. which
C. hence
D. hai
11.
A.
Ans: A
5S is a_______ technique
house keeping
B. company management
C. driving
D. studies
12.
A.
Ans: A
12. In a manufacturing company, the machine shop is what kind of customer in relation to the human resource
department?
A. Intermediate
B.
Hidden
D.
Internal
C. External
Ans: D
13. In order for self-directed teams to be successful, the role of the group leader must be that of
A. coach
B. director
C. decision-maker
D.
gatekeeper
Ans: A
14. Which of the following is one advantage of group decision-making?
A. Ease of arriving at a decision
B. Reduced potential for conflict
C. Increased acceptance of decisions
D.
Increased productivity
Ans: C
15. The primary difference between tactical planning and strategic planning is that tactical planning focuses on
A. project resource allocation
B. communication with employees
C. short-term objectives
D. selection of quality objectives or goals
Ans: C
16. The primary purpose of a project charter is to
A. subdivide the project into smaller, more manageable components
B. provide management with a tool for selecting a project that addresses business needs
C.
provide management with a tool to ensure that project deadlines are met
D. provide the project manager with authority to apply organizational resources to project activities
Ans: D
17. Execution of a quality plan should be the responsibility of
A.
inspectors only
B. individual workers
C.
the quality manager
D.
quality engineering
Ans: B
18. For organization-wide change to be effective, the most important condition to meet is to have
A. coordination between employees and management
B.
agreement between line and staff functions
C. alignment between strategy and goals
D. consistency between individual and team performance
Ans: C
19. A company needs to assess its strengths, weaknesses, opportunities, and threats (SWOT) prior to developing its
A. broad strategic objectives
B. guiding principles
C. vision
D. (A)
mission statement
Ans: A
20.
A graph that uses vertical bars to represent data is called a ____.

A. Line graph
Bar graph
Scatterplot
D. Vertical graph
B.
C.
Ans: B
The goal of ___________ is to focus on summarizing and explaining a specific set of data
Inferential statistics
B. Descriptive statistics
C. None of the above
21.
A.
D. All of the above

Ans: B
22.
Focusing on describing or explaining data versus going beyond immediate data and making
inferences is the difference between _______.
Central tendency and common tendency

B. Mutually exclusive and mutually exhaustive properties
C. Descriptive and inferential
A.
D. Positive skew and negative

Ans: C
23.
skew
Why are variance and standard deviation the most popular measures of variability?
A. They are the most stable and are foundations for more advanced statistical analysis
B.
They are the most simple to calculate with large data sets
C.
They provide nominally scaled data

Ans: A
24.
Which is a raw score that has been transformed into standard deviation units?
A.
z score
SDU score
t score
D. e score
B.
C.
Ans: A
How many dependent variables are used in multiple regression?

A. One
B. One or more
C. Two or more
D. Two
25.
Ans: A
Problem identification requires

Flow charting the process
B. Monitoring customer complaints
C. Knowing how to draw control
charts
26.
A.
D. Team meetings
Ans: A
27.
A.
Problem solving begins with
Team discussions
B. SPC
Problem identification
D. Punching time clock
C.
Ans: C
28.
Benchmarking determines
Customer requirements
B. Process capability
C. How company is doing relative
A.
to others
D. Getting ISO 9000
Ans: C
29.
audit done
Individuals who have no role in quality management
Teachers in universities
Government regulators
C. Workers
D. ISO 9000 trainers
A.
B.
Ans: B
30.
Quality management requires
ISO 9000 certification

B. Workers not working overtime
C. Printing promotional brochures
D. Keeping internal customers
satisfied
A.
Ans: D
31.
Efficiency means
A. There are no defects in the

output
Process is capable
C. Cost of quality is low
D. Resources are made the most
of
B.
Ans: D
32.
The case of waiting too long at the elevator is
A well-structured problem
B. A candidate for control charts
C. Indication of timely arrival at
work
A.
D. Ignoring
external customers
Ans: D
33.
Accuracy implies
We know customer targets

B. Computerized machines
C. Average performance is on
target
A.
D. All products are

Ans: C
34.
of same size
The American model for TQM is
ISO 9000
B. ISO 14000
C. The Baldrige Award criteria
D. Use of control charts
A.
Ans: C
35.
A.
A service cannot be
Stored
B. Inspected
C.
Targeted
D. Appraised
Ans: A
QFD is the way to

Fix typing errors
B. Fix sampling plans
C. Conduct quality circle meetings
36.
A.
D. Develop product
Ans: D
specs
Portion - End Sem

Unit - IV
1. The DMAIC approach used in Six Sigma is expanded as
A. Define, Modify, Apply, Increment, and Close.

B. Design, Measure, Analyze, Implement, and Cost
C. Design, Monitor, Assess, Improve, and Compare
D. Define, Measure, Analyze, Improve, and Control
Ans: D
2. The process of drilling down to a more specific problem statement is called
A. root cause analysis
B. project scoping
C. problem mapping
D. variation analysis
Ans: B
3. The characteristics that have the most impact on product or service performance are called:
A. critical to quality
B. critical variance
C. excellence features
D. essential
Ans: A
4. The _____ phase of DMAIC focuses on why defects, errors, or excessive variation occur.
A. define
B. measure
C. analyze
D. control
Ans: C
5. In which phase of the DMAIC process does statistical thinking play a critical role
A. Define
B. Measure
C.
analyze
D. control
Ans: C
6. _____ is a picture of a process that shows the sequence of steps performed.
A. Cause-and-effect diagram
B. Flowchart
C. Pareto diagram
D. Histogram
Ans: B
7. Flowcharts are also known as

A. step charts
B. Pareto diagrams
C. process maps
D. fishbone charts
Ans: C
8. The number of invoices that contain errors is an example of _____ data
A. continuous
B. variable
C. attribute
D. control
Ans: C
9.
A histogram is a graphical representation of:

A. the cause-and-effect relationship of data points.
B. the variation in a set of data

C. historical trend of critical data over a period of time.
D. critical to quality data.
Ans: B
10. _____ is a technique for prioritizing types or sources of problems.
A. Cause-and-effect diagram
B. Pareto analysis
C. Scatter diagram
D. A process map
Ans: B
11. Pareto analysis separates the _____ from the _____.
A. discrete; continuous
B. quantitative; qualitative
C. current data; historical data
D. vital few; trivial many

Ans: D
12. In a Pareto distribution, the characteristics are ordered
A. according to the criticality
B. from largest frequency to smallest.
C. historically, from the earliest to the latest.
D.
in a sequential manner based on the work-flow.
Ans: B
13. _____ is also known as the Ishikawa diagram.
A. Pareto diagram
B. Cause-and-effect diagram
C. Histogram
D. Scatter diagrams
Ans: B
14. _____ illustrate relationships between hypothesized causes and effects.
A. Histograms
B. Pareto diagrams
C. Scatter diagrams
D. Cause-and-effects diagrams
Ans: C
15. _____, first proposed by Walter Shewhart in 1924, are the backbone of statistical process control
A. Pareto charts
B. Histograms
C. Control charts
D. Scatter charts
Ans: C
Explanation:

16. Which of the following is not one of the key principles of lean thinking?
A. Reducing handoffs
B. Redesigning steps
C. Performing steps in parallel rather than in sequence
D. Involving key people early
Ans: B
17. _____ is designed to ensure that equipment is operational and available when needed.
A. Standardized work system
B. Source inspection
C. Pull production system
D. Total productive maintenance
Ans: D
18. Breakthrough improvement refers to
A. continuous change.
B. programmed innovation.
C. discontinuous change.
D. a lack of variation.
Ans: C
19. Breakthrough improvement is often motivated by
A. financial controls.
B. stretch goals.
C. Six Sigma objectives.
D. benchmarking.
Ans: B
Explanation:

20.
Six Sigma is based on understanding and improving processes on a _______ basis.

A.
product-by-product
B.
department-by-department
C.
day-by-day
D. project-by-project
Ans: D
21.
Determining the most likely causes of defects occurs during which DMAIC phase
A. Define
B.
Measure
C.
Analyze
D. Improve
Ans: C
22.
Focusing on how to maintain improvements occurs in which DMAIC phase

A. Measure
B.
Analyze
C.
Improve
D. Control
Ans: D
Which phase is the idea-gathering phase of DMAIC

Define
B. Analyze
C. Improve
D. Control
23.
A.
Ans: C
24.
Lean production refers to approaches initially developed by
Sony
Xerox
C. Motorola
D. Toyota
A.
B.
Ans: D
25.
Which of the following is used to organize large numbers of ideas or facts into natural groupings
A. process flow chart
B.
scoring system
C.
affinity diagram
D. Likert
scale
Ans: C
26.
A ______ identifies the sequence of activities or the flow of materials and information in a
process.
A.
cause-and-effect diagram
B.
scatter diagram
C.
flowchart
D. affinity
diagram
Ans: C
27.
A process flowchart is best developed by
Ans: D
Explanation:
A.
the manager responsible for overseeing the process.
B.
people not involved in the actual process to insure impartiality.
C.
process engineers with training in diagramming.
D. people
involved in the process.

28.
Another name a for cause-and-effect diagram is a

A.
histogram.
B.
run chart.
C.
check sheet.
D. fishbone
diagram.
Ans: D
29.
A special type of data collection form in which the results may be interpreted on the form
directly without additional processing is a
A.
check sheet.
B.
control chart.
C.
scatter diagram.
D. Pareto
diagram.
Ans: A
30.
A quality improvement tool useful for determining the relationship between two variables is
the
A.
check sheet.
B.
control chart.
C.
scatter diagram.
D. flowchart
Ans: C
31.
The range of a sample gives an indication of the

A. way in which the values cluster about a particular point
B.
C.
number of observations bearing the same value
maximum variation in the sample
D. degree
to which the mean value differs from its expected value.
Ans: C
32.
The observation which occurs most frequently in a sample is the

A.
median
B.
mean deviation
C.
standard deviation
D. mode
Ans: D
33.
What is the median of the sample 5, 5, 11, 9, 8, 5, 8

A. 5
B.
C.
D. 9
Ans: C
34.
What is the mode of the sample 5, 5, 11, 9, 8, 5, 8 ?

A.
B.
C.
D. 11
Ans: A
What is the median of the following set of scores 18, 6, 12, 10, 14
10
B. 14
C. 18
D. 12
35.
A.
Ans: D
Explanation:
Question Type: Easy

36.
The most frequently occurring number in a set of values is called the ____.
A. Mean
B.
Median
C.
Mode
D. Range
Ans: C
37.
As a general rule, the _______ is the best measure of central tendency because it is more
precise.
A.
Mean
B.
Median
C.
Mode
D. Range
Ans: A
The ______ is the value you calculate when you want the arithmetic average
Mean
B. Median
C. Mode
D. all of the above
38.
A.
Ans: A
39.
___________ are used when you want to visually examine the relationship between two
quantitative variables.
bar graphs
pie graphs
C. line graphs
D. scatterplots
A.
B.
Ans: D
40.
The _______ is often the preferred measure of central tendency if the data are severely
skewed.
mean
B. median
C. mode
D. range
A.
Ans: B
Which of the following is the formula for range

H+L
B. L X H
C. L - H
D. H - L
41.
A.
Ans: D
Which of the following is NOT a measure of variability

median
B. variance
C. standard deviation
D. range
42.
A.
Ans: A
Which of the following is NOT a common measure of central tendency

Mode
B. Range
C. Median
D. Mean
43.
A.
Ans: B
44.
What is the median of this set of numbers: 4, 6, 7, 9, 2000000
7.5
6
C. 7
D. 4
A.
B.
Ans: C
The median is ______.

the middle point
B. the highest number
C. the average
D. affected by exreme scores
45.
A.
Ans: A
Explanation:

46.
Which measure of central tendency takes into account the magnitude of scores?
mean
B. median
C. mode
D. range
A.
Ans: A
If a test was generally very easy, except for a few students who had very low scores, then the
distribution of scores would be _____
A. positively skewed
B. negatively skewed
C. not skewed at all
D. normal
47.
Ans: B
Which of the following represents the fiftieth percentile, or the middle point in a set of numbers
arranged in order of magnitude
A. Mode
B. Median
C. Mean
D. Variance
48.
Ans: B
49.
If a distribution is skewed to the left, then it is __________.
negatively skewed
positively skewed
C. symmetrically skewed
D. symmetrical
A.
B.
Ans: A
50.
In a grouped frequency distribution, the intervals should be what?
mutually exclusive
exhaustive
C. both A and B
D. neither A nor B
A.
B.
Ans: C
51.
Non-overlapping categories or intervals are known as ______.
inclusive
B. exhaustive
C. mutually exclusive
D. mutually exclusive and exhaustive
A.
Ans: C
52.
Control charts help in
reaching six sigma

reaching parts supplied by vendors
C. keeping the workers motivated
D. deciding when to investigate the process
A.
B.
Ans: D
53.
A problem definition should include
a control chart
names of the members in the team
C. What problem is and what not
D. ideas to solve the problem
A.
B.
Ans: C
The role of R & D is

A. to improve the conditions in the lab
B. to keep the top management informed
C. to regularly study controlcharts
D. to determine how processes work
54.
Ans: D
55. Six Sigma implies
A. statistical method
trouble shooting method

C. teams are effective
D. 3 defects per million in the output
B.
Ans: D
56.
SPC implies
Statistical process control

Use of control charts
C. Fixing assignable causes
D. Sometimes leaving the process
alone
A.
B.
Ans: A
A stable process has

no defects in the output
B. 3 ppm output
C. motivated workers
D. no variation in output with time
57.
A.
Ans: D
58.
Fishbone diagrams are drawn
to find customer needs

to find the cost of quality
C. to brainstrom the causes of an effect
D. to screen workers suggestion
A.
B.
Ans: C
59.
Process Flow Charts help explain
process steps and their relationships

Cost of quality
C. Customer complaints
D. Assignable causes
A.
B.
Ans: A
60.
Quality control does not apply to
Drawing flow charts

Drawing control charts
C. Driving
D. idea generation
A.
B.
Ans: D
61.
Strategy implies
A.
what level of quality the customer wants
B.
what the company has to do to reach its vision

how competitive we are
C.
D. practices
Ans: B
on the shop floor

62.
Most auto accidents are
Correlated with fuel efficiency

B. Caused by chance
C. preventable
D. At 6 sigma level
A.
Ans: C
63.
Range of 1, 2, 3, 4, 5 is
5
B. 4
C. 3
D. 2
A.
Ans: B
The quantity sigma indicates

Trend in the process
B. Dispersion of data
C. Lack of attention by workers
D. Average
64.
A.
Ans: B
When you have too many factors on a fish-bone chart, then

A. Take top ten
B. Take top five
C. inquire to find which factors are suspected to be sufficient
D. Conduct design of experiments
65.
Ans: C
66.
The word Control implies
Inspecting every item

Plotting charts
C. using a signal to adjust the process
D. Management by Objectives
A.
B.
Ans: C
67.
A Capable Process
Is never outside control limits

B. meets or exceeds specfication requirements
C. Has no defects in output
D. Is ISO 9000 certified
A.
Ans: B
DOE may fail because

A. control charts are incorrectly drawn
B. no team involvement
C. key factor has been left out
D. top management not visible
68.
Ans: C
69.
TQM is part of
Strategic management
ISO 9000 certification
C. Hospital management
D. Project reviews
A.
B.
Ans: A
The word target in quality means

The specification
B. The control limits
C. The ideal quality requirement
D. Six sigma production
70.
A.
Ans: C
71.
Six sigma requires
Process knowledge
B. An indulging mindset
C. Action on causes of defects
D. All above
A.
Ans: D
Specific limits are used for

Talking to workers about quality
B. Adjusting control charts
C. Finding process capability
D. Troubleshooting
72.
A.
Ans: C

73.
Quality is a problem because
Modern processes are too complex

B. Workers dont do the job
C. All processes have some variation
D. Management do not fund
A.
Ans: C
74.
Weather variation is difficult to explain because
atmosphere is too large

do not understand the process behind it
C. experts have not taken trouble to take weather
D. TV channels use graphics
A.
B.
Ans: B
75.
Cost of quality is affected by
Workers performance
Field failures
C. Calibration of instruments
D. All above
A.
B.
Ans: D
Quality of education can be impacted by

A. Sports programs
B. Surplus in federal budget
C. Attention to details
D. Closer tab on principals
76.
Ans: C
77. The statistics that summarize a population are referred to as

A. categorical statistics
B. descriptive statistics
C. probabilistic statistics
D. control statistics
Ans: B
78. Which of the following tools can be used to identify and
quantify the source of a problem?

A. Affinity diagram
B. Control chart
C. Pareto chart
D. Quality function deployment
Ans: C
79. A correlation analysis is used to provide a numeric value
for which of the following types of relationships between

two variables?
A. Random
B. Linear
C. Curvilinear
D. Causation
Ans: B
80. . Which of the following tools is used to translate broad
requirements into specific requirements?

A. A quality control plan
B. The theory of constraints (TOC)
C. A critical to quality tree
D. A process flowchart
Ans: C
81. Which of the following shapes is used to present a
termination point in a flowchart?

A. Rectangle
B. Diamond
C. Arrow
D. Oval
Ans: D
82. For a normal distribution, two standard deviations on
each side of the mean would include what percentage of

the total population?
A. 95%
B. 68%
C. 47%
D. 34%
Ans: A
83. . Which of the following is the key objective of a six sigma
project?
A. Developing detailed control charts for critical
processes
B. Developing a matrix to understand the hows and
whats of a problem process
C.
reducing variation in critical process
D. Reducing investment costs while improving output
Quality
Ans: C
84. Which of the following measures is used to show the
ratio of defects to units?

A. DPU
B. DPO
C. DPMO
D. PPM
Ans: A
85. Positional, cyclical, and temporal variations are most
commonly analyzed in
A. SPC charts
B. multi vari charts
C. cause and effect diagrams
D. run charts
Ans: B
86. A measurement system analysis is designed to assess the
statistical properties of
A. gage variation
B. process performance
C. process stability
D. engineering tolerances
Ans: A
87.
Statistical thinking is a philosophy of learning and action based on all of the following
principles except
All work occurs in a system of interconnected processes

B. Variation exists in all processes
C. All variation can be traced to human error
D. Understanding and reducing variation are keys to success
A.
Ans: C
Which of the following innovations in quality management was developed in the United
States?
A. Quality circles
88.
Company-wide quality control

Quality function deployment
D. Statistical process control
B.
C.
Ans: D
Which of the following manufacturing activities is value-added?

Setup
B. Process
C. Calibration
89.
A.
D. Inspection
Ans: B
A companys accounts payable department is trying to reduce the time between receipt and
payment of invoices and has recently completed a flowchart. Which of the following tools would
be the best for them to use next?
A. Fishbone diagram
90.
Scatter diagram
C. Box and whisker plot
B.
D.
Histogram
Ans: A
When a set of numbers is heterogeneous, you can place more trust in the measure of central
tendency as representing the typical person or unit
91.
True
B. False
C. D. A.
Ans: B
92.
To interpret the relationship between two categorical variables, a contingency table

should be constructed with either column or row percentages, and ----.
A. If the percentages are calculated down the columns, then comparisons should be made
across
B. If the percentages are calculated across the rows, comparisons should be made down the
columns
C. Both a and b are correct
D. Neither a nor b is
Ans: C
correct
Portion - End Sem

Unit - V
1. Two major types of benchmarking are _____ and _____.
A. discrete; continuous
B. historical; progressive
C. quantifiable; nonquantifiable
D. competitive; generic
Ans: D
2. Benchmarking
is a cost-benefit tool for justifying investment

B. is a process improvement technique for assigning workers to the correct workstations.
C. is a form of process variance reduction
D. uses information from industry leaders to set stretch goals
A.
Ans: D
3. Long-term
remedial action for a process is the responsibility of

the workers
B. management.
C. engineers.
D. the maintenance staff
A.
Ans: B
4. _________
B.
refers to the ability to adapt quickly and effectively to changing requirements

A. Best practices
Flexibility
C.
D. Kaizen
Ans: B
Explanation:
Process benchmarking
Question Type: Moderate

5. Accomplishment
of any improvement that takes an organization to unprecedented levels of

performance is known as
A. kaizen
B. a breakthrough
C. a real solution
D. a leap forward
Ans: B
6. Statistical
thinking is a philosophy of learning and action based on all of the following

principles except
All work occurs in a system of interconnected processes

Variation exists in all processes
C. All variation can be traced to human error
D. Understanding and reducing variation are keys to success
A.
B.
Ans: C
7. Which of the following innovations in quality management was developed in the United States?
A. quality circles
company wide quality control

quality function deployment
D. statistical process control
B.
C.
Ans: D
8. Which of the following manufacturing activities is value-added?
setup
process
C. calibration
D. inspection
A.
B.
Ans: B
9. If data are plotted over time, the resulting chart will be a
run chart
histogram
C. pareto chart
D. poisson distribution
A.
B.
Ans: A
10. The roles and responsibilities of a process improvement team should be established by which of the fo llowing
company authorities?
The board of directors

The human resources department
C. The team members supervision
D. The quality steering committe
A.
B.
Ans: D
11. Which of the following pairs of measures is most useful for indicating the overall state of a process?
A. Conformance to specifications and cost of quality
B. Conformance to specifications and statistical control
C.
Cycle time and cost of quality
D. Cycle time and statistical control
Ans: B
12. Before selecting a supplier as a partner, a customer should do which of the following first?
A. Conduct supplier surveys
B. Define its own needs
C. Determine which suppliers are industry leaders
D. Get feedback from employees about how various suppliers are performing
Ans: B
13. Which of the following should be included during the planning stage for quality training?
A. Establishing specific training quotas
Develooping short term training

Scheduling training to managers
D. Connecting training to business needs
B.
C.
Ans: D
14. It is not necessary to correct performance when it
A. causes a safety problem
is illegal or injurious to organaization

C. decreases customer satisfaction
D. it causes conflict among line workers
B.
Ans: D
15. Which of the following departments provides services primarily to external customers?
A. Human resources
B. Purchasing
C. marketing
D. Manufacturing
Ans: C
16. To determine who the customers are for a specific process, it would be most useful to create a
A. Pareto chart
B. flow diagram
C. cause and effect diagram
D. scatter diagram
Ans: B
17. Which of the following information would be most useful in performing SWOT analysis
A. The experiences of cross functional team
Historical data on accounts received

C. A report on the turnover rates of competitors
D. Trends in market growth
B.
Ans: D
18. A production line uses signs at specific points on the line to indicate when components or raw materials need
to be replenished. This practice is an example of

A. kanban
B. poka-yoke
C. checkpoints
D. hoshin
Ans: A
19. To be effective, a companys strategic quality plan must be
A. developed by representatives from all levels of the company
B. free of cost and profit considerations
C.
an integral part of the overall company business plan
D. the foundation of the companys quality manual
Ans: C
20. In order for quality to be integrated effectively, a companys objectives must be
A. displayed in all work areas
B. based on alternative uses of available resources
C.
derived from the corporate strategic plan
D. driven by first-line management

Ans: C
21. Which of the following is the most important step in the selection of a single-source supplier for production
components?
A. Performing on-site quality system surveys at each prospective suppliers facilities
B. Requiring copies of each prospective suppliers quality manual
C. Having each prospective supplier perform a self-survey
D. Evaluating sample products from each prospective supplier
Ans: A
22. Which of the following is NOT an appropriate goal for a program that is designed to provide quality
education to managers?
A. Develop an understanding of the fundamentals of quality
B.
Integrate quality into the decision-making process
C. Define the chain of command for developing quality procedures
D.
Provide tools to help managers build and use quality systems
Ans: C
23. According to ISO 9000, the activities that establish the objectives and requirements for quality and for the
application of quality system elements are defined as quality

A. engineering
B. planning
C. assurance
D. control
Ans: B
24. A batch of product that is otherwise ready for shipment does not meet 100% of the customers
specification. In this situation, which of the following actions by the quality manager would NOT be
appropriate?
A. Segregate and ship that portion that meets the specifications
B. Initiate a request for deviation and ship the product.
C. Submit the situation to the materials review board
D. Contact the customer to request a deviation
Ans: B
25. Which of the following is a good tool for planning cycle-time reduction and concurrent operations?
A. A timeline
B. A Pareto diagram
C. An and R chart X
D. A PERT chart
Ans: D
26. All of the following are benefits of having the president of an organization lead an audit EXCEPT
A. increased understanding by the president of the organizations state of affairs
B. improved motivation of subordinates through personal participation by the president
C.
improved human relations between the president and the subordinates
D.
improved dissemination of information throughout the organization
Ans: D
27. In the development of customer-survey questionnaires, the most important design feature is
A. relating the questions to a specific product
B.
presenting the questions from the customers perspective
C. keeping the questionnaires easy to tabulate on completion

D. keeping the questionnaires short to avoid boring the customer
Ans: B
28. Which of the following topics is NOT included in the Malcolm Baldrige National Quality Award
(MBNQA) criteria for customer and market focus?

A. Customer and market knowledge
B. Customer satisfaction determination
C. Customer survey instruments
D. Customer relationship management
Ans: C
29. An internal quality audit should be designed primarily to answer which of the following questions?
A. Is the process effective?
B. What is the degree of management compliance?
C. How can the process be made more efficient?
D. What is the level of compliance?
Ans: D
30. In order to be successful, a change agent in a company should do which of the following?
A. Understand and respect peoples needs
B.
Disregard previous unsuccessful efforts to transform the company
C. Maintain allegiance to the traditions and image of the company
D. Keep potentially painful change quiet until it must be communicated
Ans: A
31. The most important aspect to remember when developing a training program is
A. whats being taught
B. (A)
where the class will be taught
C. the industry or sector involved

D. who is being trained
Ans: D
32. When a product has a variety of customers (such as purchaser, operator, and maintenance worker), the
product must
A. be inexpensive to operate and maintain
B. be able to perform multiple functions
C.
be highly reliable and easy to use
D. have multiple quality characteristics
Ans: D
33. All of the following are direct, internal customers of an organizations purchasing manager (PM)
EXCEPT the
A. organizations purchasing agents
B. CEO of the PMs organization
C. manufacturing department manager
D. individuals in the PMs work group
Ans: B

34. An employee reward and recognition policy that is based on Maslows hierarchy should take into account
each employees
A.
level of commitment to the organization
B. level of responsibility in the organization

C. socioeconomic status
D. individual needs
Ans: D
35. Which of the following should happen first when implementing a total quality management (TQM) process?
A. Assigning team goals
B. Developing strategies
C. Constructing a mission statement
D. Making organizational changes that support TQM
Ans: C
36. During the quality planning stage, purchasing agents should do which of the following?
A. Survey internal customers to ensure that service is not impaired by changes in suppliers
B. Define product requirements and associated supplier quality activities
C. Use certified suppliers only
D. Ensure that suppliers have a quality system and emphasize continuous improvement
Ans: B
37. Which of the following groups should have the primary role in establishing an organizations quality
policies?
A.
All employees
B. Middle managers
C. The quality council
D. The quality department
Ans: C
38. Who should evaluate the performance of a quality improvement team leader?
A. Team members
B. Champion
C. Companys general manager
D. Other team leaders
Ans: A
39. 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
Ans: C
40. During the course of project implementation, any problems or issues that arise should be
A.
logged, numbered, and coded
B.
solved by cross-functional teams
C. addressed on a first-in first-out basis

D. reported immediately to the project manager
Ans: A
41. The main advantage of having quality procedures online ins tead of in hard copy is that
A. the current version can be the only one available
B. all personnel can input changes to the documents
C. the documentation review process is simplified
D. an online document is easier to read
Ans: A
42. All of the following are advantages that result from building customer -supplier partnerships EXCEPT
A. The supplier is offered longer-term financial security
B. Both partners can learn new approaches to teamwork
C. The customer can realize reduced inspection costs
D. Prevention costs are shifted to the supplier.
Ans: D
43. Which of the following is an inherent advantage of using company -wide quality management in the
implementation of quality project initiatives?

A. A high-level council is not required
B. The workload for high-level managers is decreased
C. Teamwork between upper management and functional departments is increased
D. Bottom-line results for the company are improved
Ans: C
44. A quality manager has chosen to survey customer satisfaction by taking samples based on the categories of
frequency of use, categories of use, and demographics. This technique is known as

A.
random sampling
B.
data collection
C.
stratification
D. customer classification
Ans: C
45. Continuous sampling plans are best used for
A.
processes in which no separate lots exist
B.
lots that are continuously staged for inspection
C.
just-in-time lots
D. customer-returned material
Ans: A
46. Training for quality improvement teams should emphasize that facilitators are
A.
team members of the project and should get into the substance of the project
B. team members only if they are also subject-matter experts

C.
team members only if the other team members encourage involvement in the
substance of the project
D. not team members and should not get into the substance of the project
Ans: D

47. Which of the following measures of a training programs effectiveness is ultimately most important?
A.
Participant opinion questionnaire
B.
End-of-training test
C. Business impact analysis

D.
Post-training evaluation summary
Ans: C
48. Which of the following activities can help a newly formed team determine the scope of a project?
A.
Warm-up exercises
B.
Charter development
C. Consensus building
D. Role-playing
Ans: B
49. The primary reason for including quality responsibilities in all job descriptions for an organization is to
A. reinforce the need for every employee to contribute to the quality effort
B. decrease the need for outgoing inspections
C. reduce in-process inspections and rework
D.
provide a basis for identifying and delivering employee training
Ans: A
50. Which of the following is the LEAST important approach for a customer-focused organization to take?
A. Urging its employees to do it right the first time
B. Establishing a council that includes customers
C. Implementing team-building throughout the organization
D. Establishing process controls
Ans: A
51. Which of the following actions is NOT used to reduce process cycle time?
A. Analyzing current processes
B. Reducing queue times

C. Setting priorities
D. Implementing activity-based costing
Ans: D
52. The focus of a market planning and research system is to examine customers and competitors in order to
A. prioritize opportunities for or threats to the companys offerings
B. establish best practices in product and service design
C.
identify trends for future pricing strategies
D. determine requirements for long-term supplier partnerships
Ans: A
The essence of benchmarking is

Borrowing ideas
B. Quality control
C. Performance improvement
D. Team work
53.
A.
Ans: A
Benchmarking can be used

Only in manufacturing
B. Only in service sector
C. Only in designing
D. Any field
54.
A.
Ans: D
Benchmarking is a tool for

A. Performance measure
B. Internal audit
C. Continuous improvement
D. Quality checking
55.
Ans: C
56.
Benchmarking is a --------------- process
A.
Time consuming
B.
Ineffective
Time and cost effective

D. Expensive
C.
Ans: C
Which of the following approach is not recommended in benchmarking?

Broad and deep
B. Broad and shallow
C. Narrow and deep
D. All of the above
57.
A.
Ans: A
In benchmarking negative gap means

External process is better
B. External process equal to internal
58.
A.
C.
Internal is better
D. None
of the above
Ans: A
In benchmarking positive gap means

A. External process is better
59.
External process equal to internal

Internal is better
B.
C.
Ans: C
In benchmarking parity means

External process is better
B. External process equal to internal
C. Internal is better
60.
A.
Ans: B
Benchmarking breeds
Innovation
B. Copying attitude
61.
A.
Technology
D. New ideas
C.
Ans: B
62.
Which organization facilitate the exchange of goods and services worldwide?

ISO
A.
WHO
ISRO
D. NASA
B.
C.
Ans: A
ISO 9000 : 2000 deals with

Fundamental concepts related to the QMS
B. Demonstrating conformity of the QMS
C. Guidelines for performance improvement
63.
A.
Ans: A

64.
A.
Ans: B

A. Fundamental concepts related to the QMS
65.
Ans: C
AS9100 deals with

D. Aerospace industry quality system
66.
A.
Ans: D
ISO 14001 deals with

A. Fundamental concepts related to the QMS
67.
C.
Guidelines for performance improvement

system
D. Environmental management
Ans: D
Benefits of environmental management system

A. Facilitate trade
68.
Improve environmental performance

C. Remove trade barriers
B.
D. All of the above

Ans: D
Quality function deployment is a planning tool to

Fulfill customer expectations
B. Measuring functionality
69.
A.
Improve the process

C.
Ans: A
70.
Which of the following is Benefit of quality function deployment?

Improves teamwork
A.
Reduces implementation time

C. Promotes teamwork
B.
D. All
of the above
Ans: D
71.
Which of the following is a tool that gathers a large amount of data and organizes the data?
Pareto diagram
A.
B.
C.
Affinity diagram
Control chart
D. None
of the above
Ans: B
72.
FMEA deals with

Performance improvement
A.
B.
Quality assessment
C.
Elimination of failure mode

Ans: C
73.
FMEA intended to
A.
Identify the potential failures
B.
Eliminate the chances of failures

Document the process
C.
D. All
of the above
Ans: D
74.
Which of the following is a type of FMEA?
A.
Design FMEA
B.
Process FMEA
C.
System FMEA
D. All
of the above
Ans: D
75.
The process of keeping the current plant and equipment at its highest productive level is
A.
Quality function deployment
B.
Failure analysis
C.
Total productive maintenance
D. None
of the above
Ans: C
76.
The process of periodical activities such as lubrication is
A.
Predictive maintenance
B.
Preventive maintenance
C.
Productive maintenance
D. None
of the above
Ans: B
Check sheets are also called as

A. Feedback sheets
B. Tally sheets
77.
C.
Process sheets
D. None
of the above
Ans: B
78.
Check sheets are designed by
A.
Project team
B.
Manufacturing team
Quality team
C.
D. All
of the above
Ans: A
79.
Brainstorming means
A.
Mind oscillations
B.
Sharing ideas
C.
Clarity of thought
D. None
of the above
Ans: B
80.
Numerical value that describes the central position of the data is
A.
Measure of central tendency
Population
C. Sample
B.
D. All
of the above
Ans: A
Which of the following describes how the data are spread out or scattered on each side of the
central value?
81.
A.
Scatter diagram
B.
Sample
Measures of dispersion
C.
D. None
of the above
Ans: C
Which one of the following is the example of with in piece variation?

A. Surface roughness of a piece
82.
Light intensity of four consecutive light bulbs produced

Difference in the product at different times of the day
B.
C.
Ans: A
Which one of the following is the example of piece to piece variation?

A. Surface roughness of a piece
83.
B.
C.
Difference in the product at different times of the day

Ans: B
84.
Which one of the following is the example of time to time variation?
Surface roughness of a piece

C. Difference in the product at different times of the day
A.
B.
Ans: C
The statistically based tools are used extensively to gather and analyze data are referred to as
_____ while the seven management and planning tools are been referred to as
A. measurement tools; analysis tools
85.
quantitative tools; qualitative tools

C. traditional QC tools; hybrid tools
D. seven QC tools; the new seven
B.
Ans: D
_____ are obtained by counting or from some type of visual inspection while _____ are
collected by numerical measurement on a continuous scale.
A. Attribute data; variable data
B. Constant data; continuous data
C. Specific data; variable data
D. a.
Universal data; control data
86.
Ans: A
In the _____ system, upstream suppliers do not produce until the downstream customer
signals a need for parts.
A. kaizen
B. reduced handoff
C. standardized work system
D. pull production
87.
Ans: D
88.
Two major types of benchmarking are _____ and _____.
A.
discrete; continuous
B. historical; progressive
C.
quantifiable; nonquantifiable
D.
competitive; generic
Ans: D
Long-term remedial action for a process is the responsibility of

the workers
B. management
C. engineers
D. the maintenance staff
89.
A.
Ans: B
_________ refers to the ability to adapt quickly and effectively to changing requirements.
Best practices
B. Flexibility
C. Process benchmarking
D. Kaizen
90.
A.
Ans: B
91.
Accomplishment of any improvement that takes an organization to unprecedented levels

of performance is known as
kaizen
a breakthrough
C. a real solution
D. a leap forward
A.
B.
Ans: B

Total Qualty Management

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Portion - Mid Sem

of the following is incorrect statement about quality management?

are the examples for Non - conformance quality costs?

segments of quality cost are

of the following is analysis techniques for quality cost?

is the Guru of TQM.

related to TQM barriers.

one of the following in the role of supplier?

Which of the following belongs to elements of TQM?

The type of communication in TQM based organization is

One hundred percent inspection means

excellent fit for world-class manufacturers

The dimensions of quality is

The non-measurable attributes are

Cost of test equipment depreciation is _______________ cost

Cost of guarantee and warranty is _______________ cost

The number of zones in the total quality cost curve is

The pillar of TQM is

The major principle of TQM is

The quote Quality is fitness for useis coined by

The jurans triology includes

The tangible benefit of TQM is

The intangible benefit of TQM is

The fact based decision making tool is

The thumb rule used in quality management system is

The barriers to TQM implementation is

The driver for TQM engine is

who is the Father of Japanese Quality Revolution

The three basic elements of the cost of a manufactured product are

__________ is also known as value stream mapping

Cost of appraisal includes

Quality is defined by the customer is

Question Type: Moderately Easy

Pareto charts are used to

Quality assurance increasingly accepted in

According to Folklore quality and productivity have an _______ relationship

____________ cost arise due to scrap, rejects, labour sitting idle

"Quality is defined by the customer" is

A quality loss function utilizes all of the following costs except

D. Using quality tools and techniques

Which item is not among the SERVQUAL dimensions?

What perspective does Crosby adopt when defining quality?

If "quality is free", why do authorities recognise that an improvement programme needs

__________ is also known as process improvement.

The concept of total quality control is created by

Quality circles are started in japan at

Inspection, scrap, and repair are examples of

The element of TQM is

A quality policy is a important requirement of

In understanding the purpose of inspection __________ is in the first place

For services, a quality dimension that can be important would be

Improved product quality is

The costs associated with efforts to prevent errors are

The financial approach to the management and control of quality is known as

Which one of the following is not a category of costs of quality?

Sales returns and allowances due to a quality deficiency is an example of

According to Crosby it is less costly to,

What are expected production costs?

following related to solve customer problem?

customer complaints include

quality leader who said that quality is free, non-quality is expensive

integrated source of data which collects information about customers

of the following characteristics to pull system?

Which of the following person associate with theories of motivation?