ISO 9001:2015

NAME: _____________________________________________
DATE: ______________________________________________
I. Multiple Choice
1. Who is responsible for setting the quality systems and policies that make it easy for workers to
do?

a. Supervisor c. Management
b. Leader d. Auditor

2. The statement “everyone in the organization regardless of rank is mandated in the process”
refers to?

a. Process manual d. Involvement of people in the

b. Involvement of management organization
c. Involvement of rank and file

3. What are the three types of people in the organization?

a. Passive, active and aggressive d. Those who watch, make and

b. Manager, rank and file wondered
c. Bossy, lazy, and tardy

4. In QMS, it refers to the deviation from the standard?

a. Problem c. Irregularity
b. Segway d. Administrative case

5. The most important visitor in our workplace who are considered not as outsider but part of it?

a. Family member c. Complainant

b. VIP d. Customer

6. The ultimate goals of Total Quality Management?

a. Customer satisfaction c. Kaizen

b. Continuous improvement d. All of the above

7. It refers to total customer satisfaction?

a. Involvement of everyone in the b. Public service

organization c. Service de lux
d. Quality

8. Total Quality Management is?

a. Management Philosophy c. A method

b. A culture d. All of the above

9. The most important word/s in customer relations?

a. Yes c. I am not sure but I will find out

b. What can I do for you? d. How may I serve you?

10. Frontline service refers to?

a. The procedure to obtain a particular service
b. The written approval or disapproval made by a government office or agency on the
application or request submitted by a client for processing
c. The process or transaction between clients and government offices
d. Any Individual whether or not officially involved in the operation of a government office
or agency who has access to people working therein.
11. Person or group of people who directs and controls an organization at the highest level are
called:

a. Management Representative b. Quality Manager

 ISO 9001:2015

c. Top Management d. Quality Director

12. The effect of uncertainty is called:

a. Risk c. Effect
b. Probability d. Assurance

13. It is the systematic, independent and documented process for obtaining objective evidence and
evaluating it objective to determine the extent to which the audit criteria are fulfilled.

a. Audit c. Evaluation
b. Checklist d. Inspection

14. Action to eliminate the cause of a nonconformity and to prevent recurrence is called a

a. Nonconformity c. Corrective action

b. Preventive action d. Correction

15. Combination of internal and external issues that can have an effect on an organization’s
approach to developing and achieving its objectives and other things that can be made.

a. Environment of the organization c. External provider

b. Context of the organization d. Quality management

16. Person or organization that can affect, be affected by, or perceive itself to be affected by a
decision or activity.

a. Interested Party c. Top Management

b. Customer d. Internal Quality Auditors

17. Certification is a requirement of ISO 9001:2015.

a. True b. False

18. PDCA stands for:

a. Plan-Do-Check-Audit c. Plan-Develop-Check-Act
b. Plan-Do-Check-Act d. Plan-Develop-Create-Account

19. The ”Greek” word ISOS means:

a. Quality c. Equal
b. World-class

20. It can be used to communicate a message, provide evidence of what was planned has actually
been done, or knowledge sharing.

a. PDCA c. ISO 9001:2015

b. Documented Information

21. It is the guidance document for the application of ISO 9001:2000 in public sector organizations

a. Government Quality Management b. ISO 9001:2015

Systems Standards c. Quality Manual

22. It is issued for institutionalizing the structure, mechanisms and standards to Implement the
Government Quality Management Program

a. Administrative Order (AO) No. b. Executive Order (EO) No. 605

161 c. Memorandum Circular No. 35

23. A natural or juridical person that pays for and/or receives a service from a public sector
organization and considered as the ultimate beneficiary of the service

a. Citizen b. Customer
 ISO 9001:2015

c. Client

24. It is a unit of government created by law to be responsible for providing public sector goods and
services such as policy/oversight, regulatory/adjudication or service delivery to the Citizens

a. Public sector organization c. NGO

b. Private sector

25. It defines the organization’s commitment to provide services to its citizens, nature of services to
be provided, how they will be provided, timeframes for doing this and the recourse the citizens
have, if there is no delivery on the promises made

a. Service guide c. Citizen’s charter

b. Workflow chart
II.Enumeration

Give five (5) Quality Management Principles.

1.
2.
3.
4.
5.