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MGT510- Total Quality Management
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FINALTERM EXAMINATION
Fall 2009
MGT510- Total Quality Management
Question No: 1 ( Marks: 1 ) - Please choose one

With the total quality perspective, there is an emphasis on continuous improvement
of which one of the following?
Products and people only
Processes and people only
Products, processes, and purpose
Products, processes, and people Correct

To beat the competition, organizations often must exceed which of the following?
Customer specifications
Customer expectations Correct
Customer knowledge
Customer beliefs

According to Shewhart, how the fraction of nonconforming items produced by a
manufacturing process is studied?
Mathematically
Scientifically
Statistically Correct
Physically

Motorola was committed to which of the following campaigns in 1980s?
Zero defect
Six sigma Correct
Benchmarking
Cause-and-effect analysis

Who has formally linked inspection to quality control?
G.S. Radford Correct
Fredrick W. Taylor
C.T. Friel
F.S. Brackett

Which of the following statements is TRUE about most of the quality problems?
These originate in the quality department where the ultimate responsibility for
quality rests
These originate on the shop floor because of waste and product rework
These are the results of management's lack of attention to potential quality
improvement ideas Correct
These could be eliminated if shop supervisors monitor their workers more closely

Which of the following are the factors that are present as a natural part of a
process?
Common causes of variation Correct
Special causes of variation
Red tape causes
Root causes

When was Systems theory refined?
1910s to 1930s
1930s to 1950s
1950s to 1970s Correct
1970s to 1990s

Who represented the following graph?
Loss ($) due to
variation
Length of rod in inches
Feigenbaum
Taguchi Correct
Deming
Shewhart

Which of the following is the arrangement established for validation of processes
for production and service provision?
Use of suitable equipment
Requirements for records
Undefined criteria for review Correct
Packaging materials

All of the following are the consideration of the organizations when analyzing how
all the processes interact to make sure that all processes operate as an efficient
network EXCEPT:
Ensuring inputs, activities and outputs are clearly defined and controlled
Managing risks and opportunities
Monitoring inputs and outputs to confirm that, group processes are unrelated
Establishing data analysis that facilitates continual improvement across all
processes Correct

In the levels of organizational maturity, awakening system precedes which of the
following systems?
Dysfunctional System Correct
Developing System
Maturing System
World Class System

In the levels of organizational maturity, developing system precedes which of the
following systems?
Dysfunctional System
Awakening System
Maturing System Correct
World Class System
Which of the following statements is TRUE about mission statement?
"The how-to" statement
It precedes the vision statement Correct
It is the picture of company
What do we want to become statement

Which of the following is NOT an organizational external opportunity?
Availability of new customers
Removal of barriers that inhibit growth
Entry of lower cost competitors Correct
Market expansion for existing products

Under which perspective of the balance scorecard, would you classify inventory
management measurement?
The customer perspective
The business process perspective
The financial perspective Correct
The learning & growth perspective

Under which perspective of the balance scorecard, would you classify percent sales
from new products measurement?
The financial perspective
The learning & growth perspective Correct

Under which perspective of the balance scorecard, would you classify reduction in
unit costs measurement?
The customer perspective Correct

Brainstorming refers to which of the following?
Mess Finding
Fact Finding
Problem Finding Correct
Idea Finding
The Pareto Principle is a technique used by quality managers to determine the
quality control problems concerning a particular service or manufacturing process
to be corrected. Which of the following statements best represents the problems
employed by this principle?
In order to minimize financial losses, all problems should be corrected
The majority of defects are caused by a small percentage of the identifiable
problems.
In order to achieve zero defects, all quality control problems should be corrected
Generally, 80% of the quality control problems are justifiable for correction via
cost-benefit analysis. Correct

Which of the following is the contributor to materials as a cause in free-throwing
cause-and-effect diagram?
Basketball
Games
Video camera Correct
Touched rim

What should be the responsibility of managers regarding Quality?
To ensure that purchased product conforms to specified purchase requirements
Correct
To act as government officials in the cases of investigation
To assist in securing their performance by other lawyers
To enroll in the courses for which they are asking

Customer satisfaction is the measurements of the performance of the quality
management system. What should be the responsibility of organization regarding
Customer Satisfaction?
To enforce federal, state laws along with city ordinances
To implement the countrys legal requirements for efficient transportation of
people Correct
To improve the effectiveness of the quality management system
To apply new professional engineering approaches and techniques

Which of the following stages of learning refers that "You does not know that you
do not know"?
Unconscious incompetence Correct
Conscious incompetence
Conscious competence
Unconscious competence
Which of the following stages of learning refers that "You learn to do, but with a
conscious effort"?
Unconscious incompetence
Conscious competence Correct

The Sitara Corporation has an established "game plan" for its business operations.
This game plan reflects the company's awareness of how and where it should
compete and against whom the competition should take place. It can be stated that
this organization has established which of the following?
Goal
Vision
Policy
Strategy Correct

In which of the following perspectives of a balanced scorecard, the metrics allow
the managers to know how well their business is running, and whether the products
and services conform to customer's requirements?
The customer perspective Correct

ABC organization has selected the objectives for ISO registration, now what should be
the next step.
Submit quality manual for approval
Develop and implement the QMS
Set the registration objectives Correct
Selection of appropriate standard

Being a manager, you are handling customers' complaints, for this purpose you are
using different quality tools. Which of the following sequence is most suitable in this
regard?
Scatter diagram, Flow chart, Histogram

Fishbone diagram, Check sheet, Pareto diagram
Pareto diagram, Fishbone diagram, Flow chart
None of the given options Correct

There is a high probability for getting a value closer to the mean if:
s is equal to m
s is small
s is large
None of the given options Correct

Which of the following levels of management is mostly a part of steering
committee?.
Middle Level Management
Top Level Management Correct
Operational Level Management
None of the given options

Population of Pakistan is increasing at a faster rate. Which of the following theories
relates to the mindset to utilize a large number of human resources for increasing
the productivity?
Theory of Scarcity
Theory of Abundance
Theory of Constraints
None of given options Correct
Question No: 33 ( Marks: 3 )

The President of Samsung Electronics has appointed the Manager Quality as
'Management Representative'. Discuss the authority and responsibility of the
Management Representative.
Authority and Responsibility:
a) To ensure that needed process for the quality management system are established,
maintained and implemented.
b) To report to top management regarding the performance of the quality management

system and any improvement. if required.
c) To ensure the awareness of customer requirements throughout the organization.

Flow chart is an effective tool for data collection and analysis. Comment on this
statement.
Ans:
This is right flow chart is effective tool for data collection and analysis but it not gives a
detailed picture. It normally helps people to visualize simple but important changes that
could be happen in process. It also uses to identify the quality problems and areas for
improvement.

What are the qualities of an effective team and the circumstances in which teams
realize that the plan is not improved? (Marks=2+1)
Ans:
Qualities
1- Effective team must achieve its goals

2- It improves the quality performance quickly.
3- Team must maintain and increase it strength as a unit.
Plan is not improved in below circumstances if it happens.
1- Goals are not clear

2- Improvement plan is not available
3- Roles are not defined properly
4- Loose communication

The policy of ABC Machine Works Ltd. is to provide products and services that
meet the requirements of our customers in accordance with our quality policy. How
the management and employees of this company are committed to achieving this
policy?
Ans:
When a company is committed to provide the products and services that meet the
requirements of our customers in accordance with their quality policy then it means
company has some quality policy and certifications from third party due to which are
providing they are assured of product and services.
Because in company quality policy it is stated that company will follow the international
and health related standards to provide the best product and services to others.
Like in ISO 9001:2000, quality management system is described and company have to
follow it to remain ISO certified.
Performing is one of the stages of Team Growth. What can be the feelings of leader
during this stage? Also discuss the role of a leader in Performing? (Marks=3+2)
Ans:
Performing stage is very critical sate for a leader because this is the time of to show and
deliver something to others. To prove himself as leader.
In this stage leader has to proven his role as a leader. As a leader he has to guide his team,
motivate his team, take the responsibility and finish the work with team work.
Communicate everything clearly to team to perform at this stage. A leader should take his
team as a unit with increasing strength with the passage of time.

Explain how the solution is planned and implemented in the seven-step method for
problem solving.

Like many other companies, Toppan Printing Company wants to adopt policy
deployment. What will be the procedure to adopt such process?
Ans
This policy is deployed by Japanese. Name is Hoshin Planning which also named as
Policy Deployment.
Policy deployment is a systems approach to managing change in critical business
processes. It emphasizes organization-wide planning and setting of priorities, providing
resources to
meet objectives, and measuring performance as a basis for improving performance.
Policy deployment is essentially a TQ-based approach to executing a strategy.

In policy deployment top management is responsible for developing and communicating
a vision,
then building organization-wide commitment to its achievement.
Policy deployment provides frequent evaluation and modification based on feedback
from regularly scheduled audits of the process. Plans and actions are developed based on
analysis of the root causes of a problem, rather than only on the symptoms. Planning has
a high degree of detail, including the anticipation of possible problems during
implementation. The emphasis is on the improvement of the process, as opposed to a
results-only orientation.
For example, to illustrate the need for policy deployment, let us consider the following
case:
A president of an airline company believes in safety and makes it as corporate goal and
announced that make sure that safety is maintained throughout the company. Now every
one is believe in safety as a job. But in this policy deployment safety is not practicing it is
only lipsing. But if president states that safety is a company policy and one safety manger
will look after this then this policy should be practicing.
If we see the procedure than it starts with the senior managers of the company. The senior
managers establish the vision and core objectives of the company.
Middle management negotiates with senior management regarding the goals that will
achieve the objectives. Goals specify numerically the degree of change that is expected.
Strategies specify the means to achieve the goals. They include more specific actions to
be taken.
Middle managers are responsible for managing the resources to accomplish the goals.
Middle
Management then negotiates with the implementation teams regarding the performance
measures that are used to indicate progress toward accomplishing the strategies.

Individuals must continue to learn. Complete understanding of how things work
involves learning disciplines. What are those disciplines? Explain them briefly.
Ans
As per the current period of learning, an individual should continue to learn, gain
knowledge. Prof of MIT portrays, Peter Senge, said organizational learning is not only
linked with knowledge, it is beyond that and organizational learning needs a deeper and a
complete understanding of how things work involving learning discipline. It involves five
learning disciplines.
1- Team Learning:
In this learning discipline, use of dialogue is very much important. A
person should learn that how to deliver the dialogue and better conversation to
understand the things to others.
2- Shared Vision:
In this discipline, all members are working jointly for a common goal
or view for which all are seeking. All members shared their visions and then commonly
working on common goal.
3- Mental Models:
In this model, we have to understand that how our cognitive schema
affects our view of the world. Because after training of this learning discipline our view
of world is changed. In continues learning model could be more accurate.
4- Personal Mastery:
In this discipline, both type of continuous improvement is involved
i.e. a personal and organizational. A person is continuing to drive himself for
improvement and also for organization development.
5- System Thinking
In this, we have to learn the multiple cause effect relationships, how
and why they occurred. We also have to learn that how they are interconnected in
organization and society. How organization and society affect each other.
Mgt510 Total Quality Management

Spring Fall Final Term 2011
19-02-2011
1. What should be the responsibility of managers regarding Identification and

Traceability of product?

To identify the product by suitable means throughout product realization
people
2. Why is there a need for identification and traceability for control of

products?
Due to packaging materials

Due to use of suitable equipment
Due to requirements for records
Due to risk mitigation
3. What is the traditional view of quality?
Quality is measured by establishing an acceptable level of conformance

Quality is measured by establishing an acceptable level of employee satisfaction
Quality is measured by establishing an acceptable level of nonconformance
Quality is measured by establishing an acceptable level of both conformance and
employee satisfaction
4. Customer needs must be linked to which of the following?
Organizations strategic planning, process improvement and finances

Product design, product development and process improvement and tax returns
not sure
Organizations strategic planning, product design and process improvement
Process improvement, managerial planning, accounting tactics, and finances
5. When was the definition of total quality endorsed?
In 1950
In 1970
In 1985
In 1992
6. When were the behavioral theories developed?
1930s
1940s
1950s
1960s
7. Edward Deming is best known for which of the following?
Acquisition Integration Approaches

Seven Deadly Diseases
Brand Personality
ERG Theory
8. By whom was the Deming Application Prize instituted in 1951?
Union of Japanese Scientists and Engineers

9. Which of the following is NOT a requirement of ISO 9001:2000?
Processes to describe and monitor, what each customer wants

Processes to measure and analyze customer satisfaction
Demonstration of continual improvement of internal process and customer
satisfaction
Environmental Policy to be in existence within the organization
10. All of the following are the responsibilities of top management EXCEPT:
Setting policies and objectives and leading the organization

Provision of organization structure and resources
Maintenance of current performance
Implementation of short-term plans and dealing with the routine work of
their team
11. Which of the following is a follow up activity relating to internal audit?
Collection of quality cost data

Questionnaires and surveys
Verification of implementation
Utilization of technologies
12. All of the following are the consideration of the organizations when analyzing
how all the processes interact to make sure that all processes operate as an
efficient network EXCEPT:
Ensuring inputs, activities and outputs are clearly defined and controlled
Monitoring inputs and outputs to confirm that, group processes are
unrelated
Establishing data analysis that facilitates continual improvement across all
processes
13. What should be the responsibility of managers regarding Identification and

Traceability of product?

To identify the product by suitable means throughout product realization
people
14. SPC focuses on the process to produce the output. The use of SPC results in
the form of
Both the consistency in product and satisfied customer

Consistency in product only
Satisfied customer only
Fluctuation in customers demands only
15. Attribute process control charts are used for:
Defect Prevention
Process improvement
Defect Deductions
16. Which of the following is used to detect changes in variation within sub-
groups?
X-Bar Chart
R- Chart
P-Chart
C-Chart
17. Which of the following will fall in the category of non conformity if the range
for the length of a yard stick is +, - 1000 mm?
Yard stick which is 999 mm long

Yard stick which is 1001 mm long
Yard stick which is 1000. 99 mm long
Yard stick which is 1001.01 mm long
18. An effective team has all the characteristics EXCEPT:

Goal centered
Supportive
Openness
Self centered
19. Which of the following teams should be formulated if marketing department

of ABC Company reports some problem regarding product design?
Steering committee
Self managed team
Cross functional team
Project team
20. Which of the following skills is most important for Self Managed Teams?
Conceptual skills
Technical skills
Social Networking skills
Writing skills
21. Implementation of Enterprise Resource Planning (ERP) system to gain a
competitive advantage is an example of
Vision
Mission
Strategies
Action plans
22. Balance score card is a quality planning tool which is implemented to the
companies intending to reach at
Level 1
Level 2
Level 4
Level 7
23. You are working in an organization which is manufacturing leather bags.

The purchase of leather from supplier will be the
Key performance indicator

Critical success factor
Core process
None
24. How can the quality be computed?
Quality = Expectation/Performance
Quality = Performance/ Expectation
Quality = Performance+Expectation
Quality = Performance-Expectation
25. What is the traditional view of quality?
Quality is measured by establishing an acceptable level of conformance

Quality is measured by establishing an acceptable level of employee satisfaction
Quality is measured by establishing an acceptable level of nonconformance
Quality is measured by establishing an acceptable level of both conformance and
nonconformance
26. Soft system thinking is used in which of the following situations?
Friendly, certainty or ease in relationships

Certain and distinct relationships
Disciplined, organized and lively culture
Conflict, uncertainty or unease in relationships
27. Total qualityorganizations expect to make at least improvements
10 or more improvements per employee per year

28. Which of the following is not a tenet of Crosby?
Conformance to requirements.
Zero defects
Fitness for use
Quality is free
29. The quality dimension that relates to the expected operational life of a
product is:
Durability.
Serviceability.
Perceived Quality.
Reliability.
Short Questions
1. How can we differentiate b/w leadership and management in an

organization? 3
2. What are the various responsibilities of a steering committee and how can
the leader of a team make the team members aware of the group process?3
3. What are the basic types of statistical process control charts and how can you
compute the upper control limit and the lower control limit? 3
4. Explain appraisal costs with the help of examples. 3
5. Using the quality control tool of run chart, discuss that how it can help in
managing absenteeism in a production based organization. 5
6. What are the requirements of total quality for human resources and how can
the managers ensure empowerment in the organization? 5
7. Discuss the motivational factors that stimulate companies to obtain ISO

certification. 5
8. What are the various approaches that the organizations use to achieve cost
leadership for high volume products? How can the benefits resulting from
cost leadership be cancelled out? 5
MGT510 Total Quality Management (5-

12-2010)
Paper2
Q.No.1: Why did Deming believe that managers should stop decision purely based
on
cost? 3marks
Q.No.2: The European Quality Award is divided into two parts to whom these are
awarded? 3marks
Q.No.3: What were the structured rationality and philosophy towards change in the
mechanistic model? (2.5+2.5) 5marks
Q.No.4: The (SPIOC) Supplier-Input-Process-Output-Customer diagram induced a

high levelmap the process that map out its basic steps Explain the element of this
process? 5marks
Q.No.5: Briefly explain as to how a management can be improved? 5marks
MGT510 Total Quality Management (5-12-

2010)
Paper3
Q.No.1: How does Jurans Philosophy fit wall into existing management? 3Marks
Q.No.2: How quantity is defined by the five leaders in quantity revolution? 3marks
Q.No.3: Mutually beneficial suppliers relationship and process approach benefits?

5marks
Q.No.4: Briefly explain as to how a management can be improved? 5marks
Q.No.5: Why did Deming believe the business should not exist simply for profit?
5marks
Total Quality Management MGT510
Note: Choices with marked * are verified answers
Quiz no.1
Question # 1 o f 15 ( Start time: 11:02:05 PM ) Total Marks: 1
In total quality perspective, quality planning, and

strategic business planning are treated
as which of the following ?
Different
*Consistent
Indistingu ishable
Dissimilar
Question # 2 o f 15 ( Start time: 11:03:13 PM )
Total Marks: 1
The marketing team of a company carr ied out a

survey concer ning expectations of the
custo mers fro m the pr oduct. What should be the
product development department of the
co mpany design?
*The product meeting requirements of the cust
omers
The product meeting requirements o f the distr

ibutors
The product meeting requirements o f the

management
The product meeting requirements o f the shareho

lders

Total Marks: 1
Which of the fo llowing results in low costs?
*High productivity and high capacity utilizatio

n
Low productivity and low capacity utilization

Low productivity and high capacity utilization
High productivity and low capacity utilization

Total Marks: 1
Which of the fo llowing are generally easy to

detect using statistical methods, and it is
usually economical to remove them?
*Common causes
Special causes
Implicit cau ses

Assignable causes

Total Marks: 1
Which one of the following depicts featur e, which

is a d imensio n o f quality?
Product lo oks and sounds
Brand name and price
Bells and whistles of the product
*Ability to repair a product

Total Marks: 1
During which centur y, the manufacturers began to

include quality processes in quality
practices?
17th century
18th century
19th century
*20th century

Total Marks: 1
Which of the fo llowing models has the viewpoint

that change and lear ning are valued in
themselves?
*Organism model
Mechanistic model
Cultural mo del
Total Quality mod el

Total Marks: 1
After the war, Deming was invited to which of the
fo llowing co untries?
Germany
*Japan
Fr ance
China

Total Marks: 1
Which of the fo llowing statements is TRUE for

the organizations focusing problem-
solving and continuous improvement?
Fail to emp hasize error prevention and desig n

quality
*Fail to focus on what is truly important to the

customer
Fail to identify the best times about the situatio n in

the past
Fail to integrate all organizational fu nctio ns
Question # 10 of 15 ( Start time: 11:14:06 PM )

Total Marks: 1
Quality applies to which aspect(s) of the

organization?
Products only
Products and services
People and product
*Products, services, and people

Total Marks: 1
Which of the fo llowing statements holds true fo r

quality assurance?
To p management's intention regarding quality
Fu nctio ns deter mining implementatio n of the

quality policy
*Actions to provide confidence of satisfying

quality requirements
Responsibilities and processes, which implement
quality management

Total Marks: 1
Which of the fo llowing models reflect ho rizontal
pro cesses beginning with suppliers and
ending with customers?
Organism model
Mechanistic model
Cultural mo del
*Total Quality model

Total Marks: 1
Which of the fo llowing is co ncerned about

quality for achievement of TQM?
The Managing Director
The Operative
The Quality Manager
*Everyone in the organization

Total Marks: 1
Which one of the following depicts dur ability a

dimension o f quality?
Exterior fin ish

Quality of wo rk
*Useful life
Ease of repair

Total Marks: 1
"Not giving r espect to other peoples contributio

ns", depicts which o f the following self-
oriented behavior?
Diverting
Excluding
*Belittling
Blocking
Quiz No .2
which century, the manu facturers began to
include quality processes in quality practices?
17th centur y
18th century
19th century
*20th century
In the new paradigm, managers view erro r as

which one of the following?
A threat
A substitute
*An opportunity
An end
Whose concepts are referred to as statistical quality

contro l (SQC)?
*Shewharts
Deming s
Jurans
Crosbys
In which of the following o perations great deal o f

var iations can o ccur?
*Manufacturing
Distribution
Purchasing
Selling

*Common causes
Special causes
Implicit cau ses

Assignable causes
Who argued that beauty could be understood only

after exposur e to a ser ies of objects
that display its characteristics?
Drucker
Crosby
Deming
*Plato
During which war, Deming taught quality control

co urses as part of the national defense
efforts?
Wor ld War I
*World War II
Mexican-American War
The Civil War
Which one of the following depicts featur e, which

is a d imensio n o f quality?
Product lo oks and sounds

Brand name and price
*Ability to repair a product
The major ity of advertiser s appeal the public on

the basis of which of the fo llowing?
*Quality of product
Quality of staff
Inferior ity o f pro duct
Inferior ity o f service
The standards for output based on quality and

customer-ser vice r equirements that
originate at the organizational and process levels
include requirements fo r all o f the
follo wing EXCEPT:
Accuracy
Innovation
Timeliness
Turnover
"Not giving r espect to other peoples contributio

ns", depicts which o f the following self-
oriented behavior?
Diverting
Excluding
*Belittling
Blocking

Select correct o ption:
Germany
*Japan
Fr ance
China
*High productivity and high capacity utilization
Low productivity and low capacity utilizatio n

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The customer value strategy may be addressed in
which o f the follo wing topics?
Projects
Products
* Services
Measurement
Who developed Quality Function Deplo yment

(QFD)?
Fr ederick Taylor
Joseph M. Juran
*Y. Akao
Ar mand Feigenbaum
TQM Quiz no 3

Total Marks: 1
How the Baldrige Award recognizes the import

ance of total quality principles?
Thro ugh independence with o verall business p

lanning
Thro ugh a no relation with o verall business p
lanning
*Through integration with overall business

planning
Thro ugh dependence with overall business
planning

Total Marks: 1
Which of the following models considers the goal

of meeting individual needs?
Organism model
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Mechanistic model
*Cultura l model
Total Quality model

Total Marks: 1
All of the following are the initial considerations

in the Hoshin Kanri approach to
business system change EXCEPT:
Measuring the business system as a whole
Setting core objectives of the business
Understanding the environmental situatio n in

which the business operates
*Ceasing resources for performing act ivities to

achieve business objectives

Total Marks: 1
Who argued that beauty could be understood

only after exposure to a series of
objects that display its characterist ics?
Drucker
Crosby
Deming
*Plato

Total Marks: 1
Which of the following statements is TRUE for

ISO 9000?
*Describes the principles of a quality

management system and defines the
terminology
Describes the requirements relative to a quality
management system either for internal
use or for contractual or certification purposes
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Intended for internal use and not for contractual
purpo ses, focuses particularly on
co ntinually impro ving performance
Contains the gu idelines for auditing quality

management and/or envir onmental
management systems

Total Marks: 1
Which of the following statements holds true fo r

quality assurance?
Functio ns determining implementatio n o f the

quality po licy


quality management

Total Marks: 1
Which of the following is an answer to the

Second Absolute of Quality Management
as summarized by Crosby; what system is
needed to cause quality?
Conformance to requirements
*Prevention
Zero defects
Price o f no nconformance

Total Marks: 1
All of the following are the reasons why Total

Quality Management prog rams a re
not prolific for many companies, EXCEPT:
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TQM fo cuses on minimum standards
TQM develo ps its own cumbersome bur eaucracy

TQM has no place for love and passio n
*TQM focuses on customers and stakeholders

Total Marks: 1
What is the other name used for Deming Cycle?
*Shewhart cycle
Product life cycle
Data life cycle management
Information life cycle management

Total Marks: 1
What is necessary for a system to be effective?
*The components of any system must work t

ogether for the system
The components of any system must no t wo rk
together fo r the system
The components of any system sho uld not be

organized for the system
The components of any system sho uld provide

disruption for the system

Total Marks: 1
Which of the following is NOT the criterion

under Canadian Awards for B usiness
Excellence?
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Leadership
*Planning for contraction

Process optimization
Supplier fo cus

Total Marks: 1
Which of the following is true fo r subsystems?

These are not linked together as internal customers
and suppliers
These are linked together as exter nal custo mers

and suppliers
These are linked together as exter nal and inter

nal custo mers and supp lier s
*These are linked t ogether as internal

customers and suppliers

Total Marks: 1
What is the relationship between Ishikawa and

Deming?
Son and father
Nephew and uncle
*Student and teacher

Grandso n and grandfather

Total Marks: 1
Which of the following statements is TRUE for

little q?
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*Striving for quality in a limit ed or specific
area
Searching for specif ic lines of text containing a

particular patter n
Matching rules encoded in a string according to
certain syntax rules
Giving co mbination of values for the free

variables
Total Marks: 1
The Capability Maturity Model can help in all

of the following EXCEPT:
Setting process impro vement goals and pr io rities
Providing guidance fo r quality pr ocesses
Providing a yardstick for assessing curr ent

practices
Documenting pro cedures as to how the various

processes fo r design oper ate
Quiz no - --3

Total Marks: 1
Select correct option:
Projects
Products
Services
*Measurement
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Total Marks: 1
Who is known as a father of mo dern-day
statistical quality contr ol?
*Shewhart
Deming
Juran
Crosby

Total Marks: 1
Which of the fo llowing for ms the basis of TQM

as an organization wide process?
Not using the reso urces of the total organization

properly
Organizational flexibility and response to change
Not bound in business relationships

Not measur ing continuous improvement

Total Marks: 1
How should the benchmarking o f individual

processes as well as customer satisfaction be
emp loyed?
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As a standard tool
As a defective tool
*As an improvement tool

As an instrumental tool

Total Marks: 1
Identify the examp le of prevention costs.

*Quality planning
Re- inspectio n
Product recalls
Customer retur ns
Question # 6 o f 15 ( Start time: 12:00:51 AM )

Total Marks: 1
Which of the fo llowing is NOT included in the

ISO r egistration process?
Document review by the reg istrar of the quality

system documents or quality manual
Pre-assessment, which identifies potential nonco

mpliance in the quality system or in the
documentation
*Review the program descriptions and select

the program(s) that will enable you to
contribute more to your organization
Assessment by a team o f two or three auditor s of
the quality system and its
documentation
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Total Marks: 1
Who made some salient observations about the

failure to understand the components o f
Profo und Knowledge?
*Scholtes
Deming
Juran
Crosby

Total Marks: 1

Lo w productivity and low capacity utilization

Lo w productivity and high capacity utilizatio n

Total Marks: 1
How can the quality be co mputed?
Quality = Expectation/Per formance
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Quality = Performance/Exp ectatio n
Quality = Performance+Expectation
Quality = Perfo rmance-Expectation
Question # 10 of 15 ( Start time: 12:05:14 AM )

Total Marks: 1
Documentation and data on existing products, are

an examp le which o f the following ?
External inputs
*Internal inputs
Either internal or external inputs
Neither internal no r external inputs

Total Marks: 1
Which of the fo llowing focuses on results, no t

process, and enco urages short-term
behavio r?
*Typical American MBO system
Typical Jap anese MBO system
Typical C hinese MBO system

Uncommo n Chinese MBO system
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Total Marks: 1
Who developed Quality Function Deplo yment (
QFD)?
Freder ick Taylo r
Joseph M. Juran
*Y. Akao
Armand Feigenbaum

Total Marks: 1
All of the follo wing are the examples of appraisal

costs EXCEPT:
Quality measur ement criteria
Quality impr ovement projects
Labo rato ry acceptance testing
Inspection and testing

Total Marks: 1
In order to achieve the objectives and stimulate

innovation, what the organization sho uld
enco urage?
The involvement of its human resource
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The involvement of its process
The involvement of its system

The involvement of its capital

Total Marks: 1
How the requirements for documentation and

records may not arise?
Contractual requirements fro m the customer or

other interested parties
Acceptance of international, natio nal, regio nal

and industry sector standards
*Irrelevant statut ory and regulatory

requirements
Decisio ns by the organization
Quiz no 3

Total Marks: 1
At which level, does the quality concer n centers

o n meeting internal customer
requ ir ements?
Organizational level
Performer level
Process level
Productio n level
Total Marks: 1
Who is known as a father of mo dern-day

statistical quality contr ol?
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*Shewhart
Deming
Juran
Crosby

Total Marks: 1
Which of the fo llowing is TRUE fo r higher co sts
of quality?
Doing the wrong thing in the wrong way
Doing the wrong thing in the right way

Doing the r ight thing in the wro ng way
Doing the r ight thing in the right way

Total Marks: 1
Which of the fo llowing co ncepts and tools can be

used to assess internal custo mer needs
and to commu nicate internal supplier capabilities?
Financial
Management
*Marketing
Productio n
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Total Marks: 1
The manag ement repr esentatives appointed and

given authority by the senior
management are for all of the fo llowing EXCEPT:
Managing
Mishandling
Evaluating
Coordinating

Total Marks: 1
The manag ement preserves the conformity of

products dur ing internal processing and
final delivery. Which of the following is included
in such preservation?

Handling
Abolitio n
Risk
Shrinking

Total Marks: 1
All of the follo wing are the basic r equirements of

ISO 9000 EXCEPT:
A documented quality system

Consistent adherence to the documented quality
system
Check to see that the plan was carried o ut
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Customers and processes be displeased

Total Marks: 1
During 1990s, the fo llowing institutio n(s) began
to pay increase attentio n to quality.

Educatio n and health care o nly
*Education, health care, and government

Health car e and government only
Government and financial institutions o nly

Total Marks: 1
Which one of the following depicts r eliability a

dimension o f quality?
Meeting specifications
Average time for the unit to fail
Quality of work
Total Marks: 1
Which of the fo llowing models considers the goal

of organizational efficiency and
performance?
Organism model
*Mechanistic model
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Cultural model
Total Quality model

Total Marks: 1
All of the follo wing are the examples of external

failure co sts EXCEPT:
Processing customer complaints
Customer retur ns
War ranty claims
*Quality planning

Total Marks: 1
Identify the examp le of external failure co sts.
Quality planning
Re- inspectio n
Material review
*Customer returns

Total Marks: 1
All of the follo wing are the grounds to give bir th

to total quality approach EXCEPT:
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Obsession with quantity
Confusion and poor leadership
One employee in charge

Political disorder

Total Marks: 1
Which of the fo llowing is viewed as a Consistent

Pair?
ISO 9000 and ISO 9004
*ISO 9001 and ISO 9004

Total Marks: 1
In which centur y, the US broke further from the

Euro pean tradition and ado pted a new
management approach developed by Frederick W.
Taylor ?
17th centur y
18th centur y
*19th century
20th centur y
Next Quiz
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1. All of the follo wing are the grounds to give

bir th to total quality approach
EXCEPT:
A. Obsession with quantity

B. Confusion and poor leader ship
C. One emp lo yee in charge
D. Political disorder
2. Which of the fo llowing was develo ped

by Mo torola to impro ve its processes by
min imizing defects?
A. ISO 9000
B. *Six sigma
C. QS 9000
D. TQM
3. Quality applies to which aspect(s) of the

organizatio n?
A. Pro ducts only
B. Products and services
C. People and product
D. *Products, services, and people
4. Which of the fo llowing statements is

TRUE about Demings philo sophy?
A. *It is based on improving products
and services by reducing uncertainty
and variabilit y in the design and
manufacturing processes
B. Quality is either o r not present in the
whole or ganization; that quality is the
responsibility of everyo ne in the
organization
C. Increasing conformance to specifications
through eliminatio n of defects,
supported extensively by statistical tools
for analysis
D. Increasing loss, for the producer, the
custo mer, and society, associated with
increasing var iability fro m a target value
5. Which of the fo llowing statements, in

relatio n to system, is TRUE for people
failing to understand the compo nents of Pro
found Knowledge?
A. *They see the symptoms but not the
deep causes of problems
B. They do not know when expectations
are realistic
C. They do not understand motivatio
n/why people do what they do
D. They do not know how to plan and
accomplish lear ning and improvement
6. "Problems will remain unsolved, desp ite

their best efforts." When this will
happen?
A. When peo ple dont understand systems

B. When people do nt understand psycho
lo gy
C. When people do nt understand
variation
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D. *When people dont understand the
theory of knowledge
7. Which stage in the Shewhart Cycle

implements the change on a small scale?
A. *Do stage
B. Act stage
C. Plan stage
D. Check stage
8. Which of the fo llowing s determining

what to control, establishing units of
measur ement so that data may be o
bjectively evalu ated?
A. Quality improvement
B. Quality planning
C. *Quality control
D. Quality process
9. All of the follo wing steps are required

for quality planning EXCEPT:
A. Deter mine who the customers are
B. Deplo y the plans to operational levels
C. Identify custo mers needs
D. *Assess act ual quality performance
10. Which of the fo llowing is an answer to

the First Absolute of Quality
Management
as summar ized by Cro sby; what is
quality?
A. *Conformance to requirements
B. Prevention
C. Zero defects
D. Price of nonco nfor mance
Next Quiz:

Total Marks: 1
Quality applies to which aspect(s) of the

organization?
Products only
Products and services
People and product
Products, services, and people
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Total Marks: 1
Juran defines quality as fitness fo r use. This can

be broken do wn into how many
categor ies?
Five
*Four
Three
Two

Total Marks: 1
How many maturity levels are there in the

Capability Maturity Model?
Four
*Five
Six
Seven

Total Marks: 1
Which of the fo llowing is a unit for measuring

process perfor mance accor ding to
traditio nal view o f quality?
Effective parts per thousand produced
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Defective parts per thousand pr oduced
Effective parts per hundred produced
*Defect ive parts per hundred produced

Total Marks: 1
Which of the fo llowing statements, in relation to

system, is TRUE for people failing to
understand the co mponents o f Profound
Knowledge?
*They see the symptoms but not the deep

causes of problems
They do not know when expectatio ns are realistic
They do not understand motivatio n/why people

do what they do
They do not know how to plan and acco mplish
learning and improvement

Total Marks: 1
Which of the fo llowing statements, in relatio n to

var iation, is TRUE for people failing to
Knowledge?
They see events as individuals incidents rather

than the net result of many interactio ns
and interdependent fo rces
*They do not know the difference between

prediction, forecasting, and guesswork
They create cynicism, demoralization, de-
motivation, guilt, resentment, burnout,
craziness, and turno ver
They do not understand the differ ence between

impro vement and chang e
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Total Marks: 1
Which of the fo llowing models has a vertical chain
of co mmand?
Organism model
*Mechanistic model
Cultural model
Total Quality model

Total Marks: 1
What was the role of quality professionals dur ing
1800s?
Tro ublesho oting and the applicatio n o f

statistical methods
*Inspection, sorting, counting, and grading
Quality measur ement, quality planning, and pro

gram design
Goal setting, education and training, and program

design
Total Marks: 1
All of the follo wing are the majo r categories and

items within each category o f Canadian
Awards for Business Excellence EXCEPT:
Customer fo cus
Distributor focus
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People fo cus
Supplier fo cus
Total Marks: 1
How the Baldr ige Award reco gnizes the impor

tance of total quality pr inciples?
Thro ugh independence with o verall business p

lanning
Thro ugh a no relation with o verall business p
lanning
*Through integration with overall business

planning
Thro ugh dependence with overall business
planning

Total Marks: 1
Which of the fo llowing invo lves determin ing

what to contro l, establishing units of
measur ement so that data may be o bjectively
evalu ated?
Quality impr ovement
Quality planning
*Quality control
Quality process

Total Marks: 1

Germany
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*Japan
France
China

Total Marks: 1
Which of the fo llowing organizations has a little

chance o f survival?
With no corpor ate philoso phy about how to

create long-term customer lo yalty
With no corpor ate o bjectives about ho w to

create lo ng -term customer lo yalty
With no mission abo ut how to create long-term

customer loyalty
*Wit h no vision about how to create long-t erm

customer loyalty

Total Marks: 1
Who suggested that there are three categories of

performance?
Taguchi
Taylo r
Ishikawa
*Deming

Total Marks: 1
Which of the fo llowing statements holds true fo r
quality assurance?
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Functio ns determining implementatio n o f the
quality po licy


quality management
Qui z No. 3 (Talha)

Total Marks: 1
Which of the fo llowing statements is TRUE abo ut

Demings philo sophy?
*It is based on improving product s and services

by reducing uncertainty and
variability in the design and manufacturing
processes
Quality is either or not present in the whole o
rganization; that quality is the
responsibility of everyo ne in the organization
Increasing confor mance to specifications through

eliminatio n of defects, supported
extensively by statistical tools for analysis
Increasing loss, fo r the producer, the customer,
and so ciety, associated with increasing
variability from a target value

Total Marks: 1
All of the follo wing are the majo r decisio n areas

in supp ly chain manag ement EXCEPT:
Lo catio n
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*Production
Inventory
Pricing

Total Marks: 1
By the mid 1970s, which markets were penetrated

by the Japanese companies?
*Western markets
Eastern markets
Northern markets
Southern markets

Total Marks: 1
The input for management review to examine the

quality management system shall
include infor mation about all o f the following
EXCEPT:
Status o f preventive and co rrective actions
Follow-up actions from previo us management

reviews
Changes that could affect the quality management

system
*Improvement of product related t o customer

requirements
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Total Marks: 1
Juran advocates a never-end ing sp ir al o f

activities that includ es all o f the follo wing
EXCEPT:
Product develop ment
*Workers
Purchasing

Total Marks: 1
Which of the fo llowing statements is TRUE for

little q?
*Striving for quality in a limited or specific

area
Searching for specif ic lines of text containing a

particular pattern
Matching rules encoded in a string according to

certain syntax rules
Giving co mbination of values for the free
variables

Total Marks: 1
Which of the fo llowing is the Total Quality To ol

that is simply a graphical representation
of an outline that presents a chain of causes and
effects?
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Check sheet
Fishbone diagram
Scatter diagram
Pareto chart

Total Marks: 1
Who found that teams ar e seldom fully used, and

their ind ividual members are often
co mp lacent?
Oakland and Schein
*Newall and Dale
Lehr and Cox

Juran and Schein

Total Marks: 1

Projects
Products
Services
*Measurement

Total Marks: 1
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Which of the fo llowing should be reviewed by the
organization to identify requirements
for operations that realize products or deliver
services in order to ensure compliance with
specif ications?
Inability to comp ly with co ntractual r

equirements
*Training and competence of people

Problem conception
Irrelevant statutory and regulatory requ ir ements

Total Marks: 1
Who developed Quality Function Deplo yment
(QFD)?
Freder ick Taylo r
Joseph M. Juran
*Y. Akao
Armand Feigenbaum

Total Marks: 1
What are the ISO (International Organization for

Standard ization) series standards for
industr ies such as automo biles?
ISO 9000
ISO 14000
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*QS 9000
AS 9000

Total Marks: 1
Which of the fo llowing should be used as input to

management review in order to ensure
that co ntinual improvement is the driver for
organizatio nal development?
*Performance info rmation
Performance management
Ethical perfor mance
Performance development
Total Marks: 1

*Common causes
Special causes
Implicit causes
Assignable causes

Total Marks: 1
What is the objective o f a TQM system?
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*Cont inuous improvement

Continual improvement
Business improvement
Process improvement
Next Quiz

Total Marks: 1
Based in Geneva, Switzerland, International
Organization for Standardizatio n is a
co nsortiu m of the natio nal standard bodies,
which has how many countr ies?
More than 100

Less than 100
Less than 90
Less than 80

Total Marks: 1
Which of the fo llowing is the contributor to the
work metho d cause in the house paint
peeling cause-and-effect diagram?

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Cheap so lvents
Temperature
Acid rain
Paint over dirt

Total Marks: 1
Which of the fo llowing co ncepts and tools can be

used to assess internal custo mer needs
and to commu nicate internal supplier capabilities?
Financial
Management
*Marketing
Productio n

Total Marks: 1
The input for management review to examine the

quality management system shall
include infor mation about all o f the following
EXCEPT:
Status o f preventive and co rrective actions
Follow-up actions from previo us management

reviews
Changes that could affect the quality management

system
*Improvement of product related t o customer

requirements
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Total Marks: 1
What the organizatio n must accomplish to achieve

the mission, by examinatio n and
categor ization of the impacts?
Critical su ccess factors

Key process indicators
Illegal and policy factors
The enemy indicator

Total Marks: 1
Who suggested, A quality product is o ne that

provides per for mance or conformance at
an acceptable price or cost"?
Crosby
Ishikawa
*Garvin
Shewhart

Total Marks: 1
Marketing research carr ied out to know whether

the particular area shou ld be covered in
this co urse. What the course instructo r should
develop?

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*The course meeting requirements of t he
university
The course meeting requirements of the instructor

The course meeting requirements of the students
The course meeting requirements of the bookseller

Total Marks: 1
Under which perspective of the balance scorecard,

would you classify the operating cost
management measurement?
The business process per spective

The lear ning & growth perspective

Total Marks: 1
Which of the fo llowing is the purpose of ISO

9001?
*To define t he minimum Quality Management

Syst em requirements needed to
achieve customer satisfaction by meeting
specified product requirements
To determine metals and metallo ids in air bo rne

par ticulate matter by inductively co upled
plasma atomic emission spectrometry
To ensure that the IT service management

processes are aligned bo th with the needs o f
the business and with international best practice
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To evaluate ultimate aerobic biodegradability of
or ganic compounds in aqueo us medium
by determinatio n o f o xygen demand in a closed
respirometer

Total Marks: 1
Which of the fo llowing is a fo ur-step quality

model amo ng st the most widely used tools
for co ntinuous improvement?
*Deming Cycle
Juran Trilo gy
Taguchis Loss Function

Quality Circles

Total Marks: 1
What was the transcendent view of quality?
Satisfying customers
Meeting needs and wants
*Innate excellence
Conformance

Total Marks: 1
Which of the fo llowing focuses on results, no t

process, and enco urages sho rt-term
behavio r?
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*Typical American MBO system

Typical Jap anese MBO system
Typical C hinese MBO system
Uncommo n Chinese MBO system

Total Marks: 1
Which of the fo llowing is NOT the category in

Baldrige Award?
Leadership
Business r esu lts
*Supply chain
Process management
Total Marks: 1
What is the nu mber of principles in Dr. W.
Edwards Deming's quality pr incip les?
10
12
*14
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Total Marks: 1
Which of the fo llowing is NOT an advantage of

functional structure?
It pro vides organizatio ns with a clear chain of

command
*It enables employees to learn about customer

expectations
It allows evaluating people based on clear set o f

responsibilities
It allows people to specialize in the aspect of the
wo rk
Quiz No. 4

Total Marks: 1
Which of the fo llowing is a requirement o f I SO

9000:2000?
*Processes t o measure and analyze customer

satisfaction
An Environmental Po licy to be in existence within
the o rganization
Procedur es for registration of font-related

identifiers
Irregu lar impr ovement of internal process and

customer satisfaction

Total Marks: 1
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The manag ement responsible fo r the area being
audited is responsible fo r ensur ing that
actions are taken without undue delay to eliminate
detected no nconfo rmities and their
causes. Which of the following is a follow-up
activity?
*The verification of t he actions taken
The reporting o f contradiction results

The contradiction of the actions taken
The verification of contradiction results

Total Marks: 1
Which of the fo llowing total quality tools is

employed in the step plan and implement a
solutio n in problem solving?
4W and 1H matrix
Pareto chart
*Cont rol chart

Scatter plo t
Total Marks: 1

would you classify the customer
retentio n measurement?
The customer perspect ive
The business process per spective
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Total Marks: 1
What was the role of quality professionals dur ing

1950s?
*Troubleshooting and the application of

statistical methods
Inspection, sorting, counting, and grading
Quality measur ement, quality planning, and pro
gram design
Goal setting, education and training, and program

design

Total Marks: 1
What is quality?
*Meeting and exceeding the customers

expectations
Adding factors to make the customer happy

The degree to which the project meets requir
ements
Conformance to managements o bjectives

Total Marks: 1
The quality initiatives focused initially on

reducing defects and error s in pro ducts and
services with the help of which o f the follo wing?
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*Measurement, statistics, and other problem
solving t ools
Measurement, statistics and cause and effect

analysis
Statistics and cause and effect analysis only
Failure modes and cause and effect analysis only

Total Marks: 1
Which of the fo llowing per fo rmance levels have

goo d resu lts and have emphasized
sustained improvement trends?
Reactive approach
Stable formal system appro ach
Best- in- class performance
*Cont inual improvement emphasized

Total Marks: 1
Do not per mit overlong examples or irr elevant

discussion. This refers to which of the
follo wing d iscussio n skills in meetings?

Summar izing
*Managing time
Closing the discussion
Containing digressio n
Total Marks: 1

psycholog y, is TRUE fo r people failing
to under stand the components of Profound
Knowledge?
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*They see the symptoms but not the deep

causes of problems
They do not know when expectatio ns are realistic
They do not understand motivation/why people do

what they do
They do not know how to plan and acco mplish

learning and improvement
Total Marks: 1

Lo w productivity and low capacity utilization
Lo w productivity and high capacity utilizatio n
High productivity and low capacity utilizatio n

Total Marks: 1

would you classify motivated
workforce measurement?

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Total Marks: 1
Which of the fo llowing models value stability?

Organism model
*Mechanistic model
Cultural model
Total Quality model

Total Marks: 1
Who stressed that systems must be focused toward

a purpose?
Crosby
Ishikawa
Taguchi
*Deming

Total Marks: 1
Which of the fo llowing leads to questio ning and
can be tested and validated?
*Theory of knowledge
Psycho logy
Understanding of variation
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Appreciation for a system

Total Marks: 1

var iation, is TRUE for peo ple failing to
Knowledge?

than the net result of many interactions
*They do not know the difference between

motivation, guilt, resentment, burnout,
They do not understand the differ ence between
impro vement and chang e

Total Marks: 1
Which of the fo llowing repr esent short-term

perspectives and do not encourage lo ng -term
impr ovement as stated by Deming ?
*Numerical quotas
Constitutional quotas
Political party quo tas
Mechanical quotas
Total Marks: 1
All of the follo wing s ar e true fo r zero defects

concept EXCEPT:
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A performance standard for management
A standard o f the craftsperso n regardless of his or
her assignment
A tool of management to communicate to do things

right the first time
A motivational, widely understood and

accepted progra m

Total Marks: 1
Who suggested, A quality product is o ne that
provides per for mance or conformance at
an acceptable price or cost"?
Crosby
Ishikawa
*Garvin
Shewhart

Total Marks: 1
Which of the fo llowing too ls plots the

relationship of one numeric variable to another on
a horizontal and vertical axis and determines the
degree of dependency or
interdependency of tho se variables?
*Scatter diagram
Check sheet
Fishbone diagram
Pareto chart
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Total Marks: 1
Who warned against the use of extrinsic controls

that co mpel behavioral changes in
people when rewards and incentive programs are
seldo m shifted to favor quality
impr ovement?
Oakland
Schein
*Cox
Dale
Total Marks: 1
How many maturity levels are there in the
Capability Maturity Model?
Four
*Five
Six
Seven

Total Marks: 1
Which one of the following depicts aesthetics,

which is a dimensio n of quality?
*Exterior finish
Quality of work
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Ranking first
Ease of repair

Total Marks: 1
Which of the fo llowing fir ms so lely owns the

entire material flow and each channel
member operates independently?
Horizontal integrated firms
Backward vertical integrated firms
Vertical integrated firms
Conglo merate integrated firms

Quiz Start Time: 07:10 PM Time Left 85
sec(s)

Total Marks: 1
Which of the fo llowing is NOT the deadly d
isease according to Deming?
Excessive med ical costs

*Excessive t ransportation costs
Lack of constancy of purpose
Mobility of management
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Total Marks: 1
Which stage in the Shewhart Cycle uses data and

facts to analyze the results of the
chang e?
Do stage
Act stage
Plan stage
*Check stage

Total Marks: 1
Why product-based definitio ns o f quality su it
engineers?
They are co ncerned with designing o f the

products
They can judge quality

They can reduce specific standards
*They are concerned with translating product

requirement s into specific
components and physical dimensions thereby
produced

Total Marks: 1
All of the follo wing are the elements o f a TQM
system EXCEPT:
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Leadership
Communications
Measurement
*Detentions
Total Marks: 1

equipment cause in the house paint
Cheap so lvents
Temperature
Bad brush bristle
Paint over dirt

Total Marks: 1
Which of the fo llowing is viewed as a Consistent

Pair?
*ISO 9001 and ISO 9004

Total Marks: 1
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All of the follo wing are the objectives achieved
simu ltaneously fo r the sustained growth
to be recognized EXCEPT:
Customer satisfaction
Effective leadership
Effective human reso urces

Integratio n with the supplier base

Total Marks: 1
Some or ganizations emphasizes the use of quality

too ls but failed to do which of the
follo wing ?
Fo cus on what is truly important to the distributors

*Incorporate continuous improvement efforts
Make fundamental changes in their processes and

culture
Fo cus on what is truly important to the custo mer

Total Marks: 1
Which of the fo llowing too ls has a weakness that

it does not tell whether the var iation is
the result of special causes or commo n causes?
Histogram
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Check sheet
Pareto chart
Run chart
All of the follo wing are Jurans basic steps to

progress EXCEPT:

Achieve structured impro vements o n a continual
basis combined with dedication and a
sense of urgency
Establish an extensive training program
*Est ablish an extensive ma rketing program
Establish co mmitment and leadership on the part of

higher management

Total Marks: 1

theory of kno wledge, is TRUE fo r
people failing to understand the co mpo nents of
Profou nd Knowledge?

than the net result of many interactio ns
*They do not know t he difference between

motivation, guilt, resentment, bur no ut,
They do no t understand the difference between

impro vement and change
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Total Mar ks: 1
Which of the fo llowing per fo rmance levels is a

systematic process-based appro ach, early
stage of systematic improvements?
No formal approach
Reactive approach
*Stable formal system approach

Best-in-class perfor mance

Total Marks: 1
In creative problem so lving, which o f the follo

wing refers to brainstorming?
Mess Finding
Fact Find ing
Problem Find ing
Idea Finding

Total Marks: 1
Which of the fo llowing descr ibes a co mplete data

set?
Measures of dispersion
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Measures of central tendency
Deductive statistics
Inductive statistics

Total Marks: 1
Which of the fo llowing tools represents the entire

process at a high o r detailed
(depend ing on your use) level of observation,
allowing analysis and optimizatio n o f
workflow?
Check sheet
Pareto diagram
Flow chart
Histogram

Total Marks: 1
Which of the fo llowing is NOT the character istic
of the organizations operating
according to the principles o f quality
management?
A total co mmitment to co ntinually increasing

value for custo mers, investors, and
emp loyees
A firm understanding that market driven means

that quality is defined by customers, not
the company
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A commitment to leading people with a bias for
broken impro vement and
misco mmunication
*A commitment to fundamental improvement

through knowledge, skills, problem
solving, and t eamwork

Total Mar ks: 1
Ahmad has organized a manual data collectio n in

such a way as to be easily u sed,
understood and analyzed automatically. Which o f
the follo wing Ahmad has prepared?
Check sheet
Pareto diagram
Flow chart
Histogram

Total Marks: 1
Which of the fo llowing is TRUE fo r design and

development outputs under ISO
9001:2000 - Quality Management Systems ?
It Identifies of and corrects against potential

conformance
It is used where excess in product will only be

apparent in use
It is Insignif icance and concealment of significant
features of the processes
*It meets the input requirements for design and

development
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Total Marks: 1
What is the purpose of the Control Chart?
*To indicat e variations, trends, and the amount

of change fro m one time period to
another
To show where to apply resources by revealing the
significant few from the trivial many
To pro vide a scientif ic appro ach to gather ing

information to improve the validity of
decisions and interventions
To mo nitor effects o f the variables on the

difference between target and actual
performance

Total Marks: 1

work metho d cause in the house paint
Cheap so lvents
Temperature
Acid rain
Paint over dirt
MGT510 latest quiz

MGMT 510 TQM All Quiz
by Admin on Sat Jan 23, 2010 12:37 pm
TQM Quiz 5 L
1-12 November 2009
What does the transcendent view imply for high quality?
It is something everlasting
It is
something timeless and enduring
It is something priceless
It is something perfect
During which century, the manufacturers began to

include quality processes in quality practices?
17th century
18th century
19th century
20th
century
Taguchi suggested that loss in a process is increased
with increase in which of the following?
Specifications
Standards
Competition
Variability
The products manufactured during 1800s were unique. How

quality was ensured in this era?
Through renovation
Through
inspection
Through calculation
Through repair
Which of the following is typically viewed to lie

between fully vertically integrated firms?
Supply chain management ??

Production chain management
Value chain management
Demand chain management
The majority of advertisers appeal the public on the

basis of which of the following?
Quality
of product
Quality of staff
Inferiority of product
Inferiority of service
Which of the following models value stability?
Organism model
Mechanistic
model
Cultural model
Total Quality model

What is the relationship between Ishikawa and Deming?
Son and father
Nephew and uncle
Student
and teacher
Grandson and grandfather
Which of the following was developed by Motorola to

improve its processes by minimizing defects?
ISO 9000
Six
sigma
QS 9000
TQM
What was the primary concern of managers during 1980s?

Detection
Strategic
impact
Control
Coordination
You can ask direct questions to quiet people and try to

control talkative people", for which of the following purpose?
Mobilizing
the group
Keeping the group focused
Restating purpose
Starting punctually
Some organizations emphasizes the use of quality tools

but failed to do which of the following?
Focus on what is truly important to the distributors
Incorporate
continuous improvement efforts
Make fundamental changes in their processes and culture
Focus on what is truly important to the customer
Learn how to tell when nothing can be gained from

further discussion. This refers to which of the following discussion skills in
meetings?
Acting as gatekeepers
Asking for clarification
Testing for consensus
Which of the following models has the viewpoint that

change and learning are valued in themselves?
Organism model
Mechanistic model
Cultural
model
Total Quality model

Marketing research carried out to know whether the
particular area should be covered in this course. What the course instructor
should develop?
The
course meeting requirements of the university
The course meeting requirements of the instructor
The course meeting requirements of the students
The course meeting requirements of the bookseller
Which of the following statements is TRUE about

Demings philosophy?
It is based on improving products and services by

reducing uncertainty and variability in the design and manufacturing processes
Quality
is either or not present in the whole organization; that quality is the
responsibility of everyone in the organization ??
Increasing conformance to specifications through

elimination of defects, supported extensively by statistical tools for analysis
Increasing loss, for the producer, the customer, and
society, associated with increasing variability from a target value
All of the following are the elements of a TQM system

EXCEPT:
Leadership
Communications
Measurement
Detentions
The standards for output based on quality and

customer-service requirements that originate at the organizational and process
levels include requirements for all of the following EXCEPT:
Accuracy
Innovation
Timeliness
Turnover
??
Quiz No 2
Nov 20, 2009 11:59 PM
Which of the following refers to SIPOC

(Supplier-Input-Process-Output-Customer) diagram?
A high-level process map
A low-level
process map
A
high-level performer map
A
low-level performer map
Which of the following is concerned about quality for

achievement of TQM?
The
Managing Director
The
Operative
The
Quality Manager
Everyone in the organization
Which of the following is required for meeting and

exceeding customers need?
Planning
Control
Execution
Innovation
Which one of the following depicts feature, which is a

dimension of quality?
Product
looks and sounds
Brand
name and price
Bells
and whistles of the product
Ability
to repair a product
Which of the following can help to eliminate fear and
encourage teamwork?
Management
Workmanship
Leadership
Risk-taking
Which of the following focuses on results, not process,

and encourages short-term behavior?
Typical American MBO system
Typical
Japanese MBO system
Typical
Chinese MBO system
Uncommon
Chinese MBO system
Which of the following statements, in relation to
theory of knowledge, is TRUE for people failing to understand the components of
Profound Knowledge?
They see events as individuals incidents rather than the net

result of many interactions and interdependent forces
They do not know the

difference between prediction, forecasting, and guesswork
They create cynicism,

demoralization, de-motivation, guilt, resentment, burnout, craziness, and
turnover
They do not understand the

difference between improvement and change
Who made some salient observations about the failure to

understand the components of Profound Knowledge?
Scholtes
Deming
Juran
Crosby
Do not permit overlong examples or irrelevant

discussion. This refers to which of the following discussion skills in
meetings?
Summarizing
Managing time
Closing
the discussion
Containing
digression
Which of the following decisions assume the existence

of the facilities, but determine the exact path(s) through which a product
flows to and from these facilities?
Location
decisions
Production
decisions
Inventory
decisions
Transportation decisions
If the change was successful, implement it on a wider
scale and continuously assess your results. Which stage represents this
statement in the Shewhart Cycle?
Do
stage
Act stage
Plan
stage
Check
stage
Which of the following is TRUE about entry-level

managers as noted by Deming in Japan?
They
spend 5 to 20 years on the factory floor
They spend 4 to 12 years on the

factory floor
They
They
Which of the following statements is TRUE about

Demings philosophy?
It is based on improving
products and services by reducing uncertainty and variability in the design and
manufacturing processes
Quality is either or not

present in the whole organization; that quality is the responsibility of everyone
in the organization
Increasing conformance to
specifications through elimination of defects, supported extensively by
statistical tools for analysis
Increasing loss, for the

producer, the customer, and society, associated with increasing variability from
a target value
Which of the following statements is TRUE for total

quality?
Stresses on learning and adaptation

to change
Ability
to repair a product quickly and easily
Difficulty
in establishing and measuring service levels
A
customer focused management system
What is necessary for a system to be effective?
The components of any system must

work together for the system
The
components of any system must not work together for the system
The
components of any system should not be organized for the system
The
components of any system should provide disruption for the system
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Re: MGMT 510 TQM All Quiz

1)
The concept of common and special causes of variations
was developed by:
Deming
Walter
Shewhart
Juran
Taguchi
2)
MBO stands for:
Management by Objective
Management by
Organization
Maintenance
by Objective
Maintenance
by Organization
3)
Which of the following statements is true about routine
inspection:
It adds value to the product
It acknowledges defects as well as adds value to the

product
It
acknowledges defects but does not add value to the product
All of the given options

4)
The success of Japanese manufacturers is due to
________, small and incremental
improvements in design and production.
Continuous
Abrupt
Continual
5)
All of the following statements are true about
institute training except:
It improves quality
It improves productivity
It enhances workers morale
It
certainly results in salary increment
6)
One of the advantages of team work is:
It
breaks down barriers between internal customers and suppliers
It results in promotion
It results in salary increment
7)
Reworking _______ the cost of quality.
Decreases
Increases
Neutralizes
________ refers to general processes of improvement and
encompasses discontinuous improvements
Continuous improvement
Continual
improvement
Constant improvement
Consecutive improvement
9)
Total quality costs include:
Prevention costs
Appraisal costs
Failure costs
All
of the given options
10) The
no. of principles in Dr. W. Edwards Deming's quality principles is ____________.
10
12
14
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Total Quality Management (MGMT 510) Quiz: 01
Marks: 10 Semester: Spring 2008
This Quiz covers lessons: 10-12.
1 During 1980s,
the job characteristic of quality professionals was:
A Educating
others
B Achieving
personal targets
C Consultative
work with other departments
D None of the above
2 During 1800s,
the quality was viewed as:
A A problem
that can never be solved
B A problem to be solved
C A tool for
measuring system
D A remedy to
control decline
3 Why the
factory managers created inspection departments?
A To keep defective products aside, ensuring

they do not reach the customers
B To ensure
quantity of goods/services
C To count,
grade, and rework
D All of the
above
4 During 1950s,
controlling quality meant:
A To understand
and address the causes of poor quality
B To simplify
and speed up process
C To link
outcomes to uses
D Acting on defects
5 The father
of statistical quality control is:
A F. W. Taylor
B Joseph M.
Juran
C Philip Crosby
D Walter Shewhart
6 The Six Sigma

is a new file separate from the total quality philosophy.
True
False
7 Todays
consumers define quality as being flawless and having all of the
attributes they want in just the way they want them.
True
False
8 The Deming
Chain Reaction theory states that one of the main purposes of
having quality products and processes is more rework.
True
False
9 The theory of
variation helps us understand when there has not been a
genuine improvement in performance

True
False
10 A SIPOC
diagram is a tool used by a team to identify all relevant elements of
a process improvement project before work begins.
True
False
Total Quality Management (MGMT 510) Quiz: 02 Marks: 10

Semester: Spring 2008
This Quiz
covers lessons: 17-19.
1
Nonconformance is an expense of:
A Profit of
quality
B Defects of
quality
C Quality of
product
D Cost of quality
2 Crosbys
approach to management is:
A A problem
that can never be solved
B Absolutes of Quality Management
C Interim
Management
D ISO
3 Best price or
zero cost is:
A To keep
defective products aside, ensuring they do not reach the customers
B Prerogative cost
C To count,
grade, and rework
D Cost
leadership
4 Example of
prevention costs is:
A Quality improvement projects
B Downgrading
C To link
outcomes to uses
D Warranty
claims
5 Big Q is:
A Quality of
services
B Quality of
people
C Quality of
processes
D All of the above
6 Zero Defects
is a widely accepted and understandable concept.
True
False
7 Managers
assumed that they should not improve quality because defects are
less costly.
True
False
8 Quality is a
destination.
True
False
9 Narrowly interpreted, quality means quality of a
product, was stated by
Ishikawa.
True
False
10 ISO was
first released in 1882.
True
False
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L#23
1. Which of the following

document(s) is (are) included in the quality system?
a. A
quality policy
b. Customer
focus
c. Commitment
d. All
2. Appropriate motives for adopting ISO 9000 include which of the

following?
a.
To create a quality management system
b.
To improve operations
c.
To conform to the requirements of customers
d.
All
3.
Quality checklists are used to:
a. Ensure that Quality Assurance steps were

followed
b. Keep quality inspectors busy
c. Inform upper management where failures occur
d. Prevent project audits
4.
The ISO 9001:2000 standards are
a. More widely adopted in the U.S. than in Europe

b.
Quality
management procedures that address leadership, documentation, and
record-keeping
c. Are known as the Baldrige standards in the U.S
d. A set of product specifications for all industries
5. Documentation and data on existing products are

the examples of ___________
External inputs
Internal inputs
Other inputs
None of the
above options
6. Which of the following

statements outline the relationship factor?
a.
ISO 9000 and total quality are not in competition
b.
ISO 9000 and total quality are not interchangeable
c.
ISO 9000 is compatible with total quality
d.
All of the above
7. Which of the following is not an example of physical

factors affecting work environment?
Noise
Cleanliness
Air
flow
None
8. Performance comes effortlessly refers to

_______________ stage of learning according to psychologists.
Unconscious
incompetence
Conscious
incompetence
Conscious
competence
Unconscious
competence
9. There are _________ levels of

the CMM.
Four
Five
Six
Three
10.
The underlying cause(s) of TQM deficiencies is (are):
The
failure of managers to understand the concept of quality
Costly
implementation of quality management system
Lack
of employee involvement
All
1.
Leaders:
a. Push
rather than pull
b. Must
be trustworthy but not necessarily courageous
c. Know
where they want to go
d. Need
to dictate
2.
The Steering Committee must develop:
a.
Mission statement
b.
c.
Vision statement
d.
All of the above
3.
One thing that the implementation plan must provide is:
a.
Short-term focus
b.
Leadership delegation
c.
Vision statement
d.
Training
____________
provides information on how productivity and quality can be continuously
improved through problem identification.
Statistical
quality control
Statistical
process control
Tree
Diagram
None
of the given option
____________ is a graphic tool for

defining the relationship between customer desires and the firm/product
capabilities.
House of Quality
Affinity diagram
Arrow diagram
None of the given option
TRUE
OR FALSE
6.
The affinity diagram is used to bring logic to the
process of identifying relationships among the various ideas recorded on the
tree diagram. False
7. Total
quality implementation must not be delegated. True
8. Competitive and benchmark data are essential for

planning quality leadership because they make possible clear and objective
quality comparisons. True
9. Deployment refers to the extent to which the approaches

are applied to all relevant areas and activities addressed and implied in the
examination items. True
10. It is
best to apply SPC to all processes at once. False
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Solution of Quiz
1 What is
quality?
Meeting
and exceeding the customers expectations
Adding extras to make the customer happy
The degree to which the project meets requirements
Conformance to managements objectives
2 All of the
following are the grounds to give birth to total quality approach
EXCEPT:
Obsession with quantity
Confusion and poor leadership
One employee in charge
Political
disorder
3 All of the
following are the major decision areas in supply chain management
EXCEPT:
Location
Production
Inventory
Pricing
4 Which of the
following is true for subsystems?
These are not linked together as internal customers and

suppliers
These are linked together as external customers and
suppliers
These are linked together as external and internal

customers and suppliers
These
are linked together as internal customers and suppliers
5 In which of
the following operations great deal of variations can occur?
Manufacturing
Financing
Purchasing
Selling
6 With total
quality perspective, employees are empowered to think and make
recommendations for which of the following?
Continual
improvement
One time check
After completion check
Incremental improvement
7 Which one of
the following depicts durability a dimension of quality?
Exterior finish
Quality of work
Useful
life
Ease of repair
8 Which of the
following statements is TRUE for total quality?
Stresses
on learning and adaptation to change
Ability to repair a product quickly and easily
Establishing and measuring service levels may be

difficult
A primary operating characteristic of product
9 What is the
objective of a TQM system?
Continuous
improvement
Business improvement
Process improvement
10 Which of the
following results in low costs?
High
productivity and high capacity utilization
Low productivity and low capacity utilization
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Total Quality Management (MGMT 510) Quiz: 03
Marks: 20 Semester: Spring 2008
This Quiz covers lessons: 29-32.
1 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of setting the registration objective?
a. Develop and
implement the QMS
b. Perform
self-analysis audit
c. Submit
quality manual for approval
d. Select the appropriate standards
2 In the
step of pre-assessment by registrar?
a. Take corrective action
b. Obtain ISO
registration
c. Perform
self-analysis audit
d. Select a
third party registrar
3 In the
step of developing and implementing the quality and

management system?
a. Set the
registration objectives
b. Select a third party registrar
c.
Pre-assessment by registrar
d. Take
corrective action
4 In the
step of selecting the appropriate standards?
a. Perform
self-analysis audit
b. Submit
quality manual for approval
c. Develop and implement the QMS
d. Take
corrective action
5 In the
step of selecting a third party registrar?
a. Take
corrective action
b. Obtain ISO
registration
c. Perform self-analysis audit
d. Final
assessment by registrar
6 In the
step of performing self-analysis audit?
a. Final
assessment by registrar
b. Set the
registration objectives
c. Develop and
implement the QMS
d. Submit quality manual for approval

7 In the
step of submitting quality manual for approval?
a. Pre-assessment by registrar
b. Take
corrective action
c. Perform
self-analysis audit
d. Develop and
implement the QMS
8 Which of the
following is TRUE for higher costs of quality?
a. Doing the wrong thing in the wrong way
b. Doing the
wrong thing in the right way
c. Doing the
right thing in the wrong way
d. Doing the
right thing in the right way
9 For what
duration is the ISO certification valid for any organization?
a. 5 years
b. 4 years
c. 3 years
d. 2 years
10 Identify the
core leadership skills among the following.
a. Vision
b. Empowerment
c. Value
congruence
d. Intuition
e. Skilled
labor
f. Gross motor
a. a, b, c and
f
b. b, c, d, and
e
c. c, d, e, and
f
d. a, b, c, and d
11 The primary
requirement for organizational excellence is strategic focus.
True
False
12 The primary
requirement for organizational excellence is tactical focus.
True
False
13 Japanese companies mostly are not ISO certified
because they think they are
beyond the requirements of ISO.
True
False
14 The means for staff to perform their tasks right the

first time is a benefit of
implementing the quality management system.
True
False
15 The means
for documenting the companys experience in a structured manner is
not a benefit of implementing the quality management

system.
True
False
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16 The implementation of the quality management system
requires objective evidence.
True
False
17 The
implementation of quality management system does not bring clarity and
transparency to duties and responsibilities.
True
False
18 The implementation of quality management system does

not make export marketing easier.
True
False
19 With the implementation of quality management system

the company cannot secure greater customer loyalty.
True
False
20 With the implementation of quality management system

the companys
customer will not receive products or services of a

known level of quality that is
independently audited.
True
False
MGMT510 - TOTAL QUALITY MANAGEMENT - IMPORTANT

QUESTIONS
What is quality for any organization?
A
solution
A problem
A specification
A project
What kind of decisions did the managers make in the old

paradigm?
Strategic
positioning based on warfare models
Product positioning based on warfare models
Market positioning based on warfare models
Strategic and product positioning based on warfare

models
What is the traditional view of quality?
Quality is measured by establishing an acceptable level

of conformance

of employee satisfaction
Quality
is measured by establishing an acceptable level of nonconformance

of both conformance and nonconformance
When was the definition of total quality endorsed?
In 1950
In 1970
In 1985
In
1992
Customers want an excellent product or service from an

organization that also provides which of the following?
A heartiest welcome
Explicit costs
Reliable
delivery and after purchase support
Implicit costs
Service standards are usually hard to measure because

of the following reason?
Service standards are intangible
Service standards are unaccountable
Service
standards are judgmental
Service standards are invariable

Which of the following is required to ensure quality?
Absence of wastage
Absence
of defects
Absence of variations
Absence of specifications
Asking for examples, pictures, diagrams, and data in

meetings, refers to which of the following?
Acting as gatekeepers
Asking
for clarification
Testing for consensus
The user-based view of quality is popular among the

people of which of the following area?
Accounting
Banking
Physics
Marketing
Motorola was committed to which of the following

campaigns in 1980s?
Zero defect
Six
sigma
Benchmarking
Cause-and-effect analysis
What are the ISO (International Organization for

Standardization) series standards for industries such as aerospace?
QS 9000
AS
9000
TL 9000
ISO/TS 16949
Juran advocates a never-ending spiral of activities

that includes all of the following EXCEPT:
Product development
Workers
Purchasing
To increase the awareness and involvement of people,

employee training should cover all of the following EXCEPT:
The vision for the future of the organization
The organization's policies and objectives
Organizations's
intangible resources such as intellectual property ??
The initiation and implementation of improvement

activities
Which of the following is a follow up activity relating
to internal audit?
Collection of quality cost data
Questionnaires and surveys
Verification
of implementation
Utilization of technologies
All of the following are the consideration of the

organizations when analyzing how all the processes interact to make sure that
all processes operate as an efficient network EXCEPT:
Ensuring inputs, activities and outputs are clearly

defined and controlled
Monitoring
inputs and outputs to confirm that, group processes are unrelated
Establishing data analysis that facilitates continual

improvement across all processes
Which of the following is a valid statement about

design and development outputs?
It identifies and rectifies against potential

conformance
It is used where excess in product will only be

apparent in use
It insignifies and conceals the significant features of

the processes
It
meets the input requirements for design and development
Against which of the following scales, the Capability

Maturity Model can be used to assess an organization?
Three process maturity levels
Four process maturity levels
Five
process maturity levels
Six process maturity levels
In the levels of organizational maturity, the

dysfunctional system precedes which of the following systems?
Awakening System
Developing System
Maturing System
World Class System
Which of the following is TRUE for lower costs of

quality?
Doing the wrong thing in the wrong way
Doing the wrong thing in the right way
Doing the right thing in the wrong way
Doing
the right thing in the right way
Which of the following defines the boundaries of the

business in which the organization operates?
Vision
Mission
Plan
Objectives
What are the core competencies of leadership?
Activities that get the opportunity to meet many people

with similar interests
Activities and processes needed to meet customers'

minimum requirements
Activities that gives you an opportunity to learn and

experience new things
Activities
that underpin competitive advantage and are difficult for competitors to copy
Which of the following is NOT an organizational

weakness?
Obsolete facilities
Obsolete processes
Weak management team
Higher
quality competitors ??
Which of the following base all actions, activities,
and decisions on what is most likely within an ethical framework to ensure
successful performance in the marketplace?
Operation Management
Strategic
Management
Financial Management
Network Management
Total quality relates to which of the following which

enhances an organization's ability to gain a sustainable competitive advantage
in the marketplace?
Operation Management
Strategic
Management
Financial Management
Network Management
Which of the following is a communication tool used to
tell a story of how value is created for the organization?
Injective map
Strategy
map ???
Surjective map
Bijective map
Under which perspective of the balance scorecard, would

you classify inventory management measurement?
The
customer perspective ??

you classify corporate goals measurement?

The
business process perspective ??

you classify operating cost management measurement?

you classify average time to process orders measurement?


you classify number of strategic skills learned measurement?
The
learning & growth perspective
All of the following are the examples of product concerns

from customers and end-users EXCEPT:
Conformance
Transportation
Availability
Delivery
Brainstorming refers to which of the following?

Mess Finding
Fact Finding
Problem Finding
Idea
Finding
The Pareto Principle is a technique used by quality

managers to determine the quality control problems concerning a particular
service or manufacturing process to be corrected. Which of the following
statements best represents the problems employed by this principle?
In order to minimize financial losses, all problems

should be corrected
The majority of defects are caused by a small

percentage of the identifiable problems.
In order to achieve zero defects, all quality control

problems should be corrected
Generally, 80% of the quality control problems are

justifiable for correction via cost-benefit analysis.
Which of the following helps you distinguish between

normal and unusual variation in a process?
Control
Chart
Cause and effect diagram
Pareto Chart
Scatter Diagram
The observation in the middle of sorted data is

called:
Mode
Median
Range
Variance
Which of the following is the contributor to materials

as a cause in free-throwing cause-and-effect diagram?
Basketball
Games
Video camera
Touched rim
Which of the following is the contributor to equipments

as a cause in free-throwing cause-and-effect diagram?
Basketball
Games
Video
camera
Touched rim
In which of the following teams, the team members

communicate by computers, take turns as leaders, and jump in and out as
necessary?
Virtual
teams
Quality circles
Management teams
Natural work teams

Which of the following is performed in the process of
benchmarking?
To collect related and structured activities that

produce a specific product
To plan and control the performance of any type of

activity
To
compare external data collected to the internal data collected
To create goods and services that meet needs and wants

of customers
Which of the following is NOT the responsibility of

organization regarding Competence, Awareness and Training of employees?
To
implement the countrys legal requirements for efficient transportation of
people
To make training available to employees or take other

actions to satisfy competency needs
To determine the necessary competence for employees

performing work affecting product quality
To ensure that employees are aware of the relevance and

importance of their activities
You know how to paint, but your reactions are not
automatic---- you have to work at it. This statement refers to which of the
following stages of learning?
Unconscious incompetence
Conscious
competence ??
Mouser Electronics determines, collects, and analyzes

data to demonstrate the continuing suitability and effectiveness of quality
management system. What will be the contents of data used for such analysis ? 3
What are the responsibilities of the owner of a

critical success factor? 3
What are the advantages and uses of a fish bone

diagram? Marks=2+1)
The policy of ABC Machine Works Ltd. is to provide
products and services that meet the requirements of our customers in accordance
with our quality policy. How the management and employees of this company are
committed to achieving this policy? 5
Compare and contrast run charts and control charts. 5
Explain the following in the light of seven-step method

for problem solving: Marks=5+5)
Collect and Analyze Data
Identify the Root Cause
Differentiate between control limits and specification

limits. 10
Admin
Administrator

Age: 36
Warining:
Rate by Admin:
Reputation: 22

MIDTERM
EXAMINATION FALL 2007 Marks: 40
MGMT510 - TOTAL QUALITY MANAGEMENT (Session
Which of the following is the odd one out?
Peter Drucker
Philip Crosby
W. Edwards Deming
Kaoro Ishikawa
One of the most effective means of implementing quality
initiatives for executive management is to:
Establish
quality goals tied to organizational performance
Conduct meetings on quality and demonstrate support for

initiatives
Make public announcements explaining the company's

quality goals
Hire a quality consultant to develop a total quality

plan and lead its implementation
ISO 9000 certification:
Aims to promote top managements commitment to TQM
Certifies products and their manufacturing

processes
Does not apply to service industries
Is seen as a customer requirement
According to Crosby,
most companies spend ______________ percent of their sales dollars on
quality costs.
15 to
20
20 to 25
25 to 30
The control of quality involves the following processes

except:
Assess actual
quality performance
Compare
performance with goals
Act on
differences between performance and goals
Methods of continuous improvement include _________.
Six Sigma
Lean Production
Kaizen
All
Shareholder is an example of ___________.
Internal
customer
External
customer
Investor customer
Social customer
__________ concepts are referred to as statistical

quality control (SQC).
Shewharts
Demings
Jurans
Crosbys
__________ is the judge of quality.
Customer
Supplier
Producer
______________ is not an example of organization.
Factory
Mosque
Hospital
None
Deming cycle was developed to link the production of a

product with consumer needs.
True
False
Avoidable costs are related to preventing defects.
True
False
Total quality requires a set of guiding principles.
True
False
??
Crosby is best known for his advocacy of zero defects

management.
True
False
The Six Sigma is a new filed separate from the total

quality philosophy.
True
False
How would you establish a system to measure customer

satisfaction?
Question No: 17
( Marks: 5 )
Which of the quality gurus, in your view, have most

significantly influenced the quality
movement since World War II?
Question No: 18
( Marks: 5 )
Discuss the various types of quality costs. What kind
of costs should a firm be more
concerned with and why?
Question No: 19
( Marks: 10 )
Discuss the absolutes of quality in context to the

organization you are working in or are
familiar with.
Being
a quality control manager you are supposed to visit a restaurant of your area,
how would you measure its quality
Demings 14/7 as a guideline
Discuss the importance of the 3C concept in PCAPs

implementation of Total Quality Management
You are planning to open an
internet caf and have secured the necessary
capital. Your aim is to attract

both regular customers and passing trade. Discuss
the key implications of this for

the management of the business.
Question
Why do you think that companies in

the United States were slow to adopt the
quality management principles

Japanese companies had used to gain market share
worldwide?
Being the manager of XYZ, the ISO

9000:2000 certified company, what type of
problems you encountered while

implementing ISO 9000:2000, and what steps you
took to handle such problems?
Admin
Administrator
Age: 36
Warining:
Rate by Admin:
Reputation: 22

FINALTERM EXAMINATION FALL 2007 MGT510 - TOTAL QUALITY
MANAGEMENT (Session -2 )
Marks: 60Time: 150min

Exam Date: Thursday, March 06, 2008
Which of the following statements best describe the

acronym SWOT?
Specific, Witness, Opportunities, and Time
Single, Weaknesses, Occasion, and Tactics

Strengths,
Weaknesses, Opportunities, and Threats
Strategic, Weaknesses, Objectives, and Tactics
Which of the following is NOT a law of organizational

change?
Involve
everyone affected by change in making it ??
Be prepared to listen and observe
Trust people with dignity and respect
Understand the history behind the current culture
The most effective leaders can be found in what part of

an organization?
Top-level
management
Mid-level management
Lowest paid wage earner
All of the given options

Which of the following character traits promote
successful teamwork?
Honesty
Controlling
Accountability
Bossy
Which of the following statements outlines the

relationship factor?
ISO 9000 and total quality are not in competition
ISO 9000 and total quality are not interchangeable
ISO 9000 is compatible with total quality
All
What is the only tool of the seven tools that is not

based on statistics?
Pareto Chart
Fishbone
Diagram
Scatter Diagram
Histogram
What portion of the QFD house explanation is where

customer requirements are converted into manufacturing terms?
The wall
The roof
The middle
The bottom
The most common inhibitor of SPC is:
Inadequate training
Lack of resources
Failure to have processes under control

Low production rates
Little Q regards the customer as:
The person who buys the product
All people involved, internal, and external
The decision-maker
Having continually changing needs
Which of the following behavior best describes the

concept of benchmarking?
Unethical
Illegal
Industrial espionage
None
of the given options ??
Which of the following statements is considered true
concerning the affects of global integration?
It has helped fuel economic growth throughout the

industrialized world
It can be the Achilles heel of economic growth
Downturns in one country can now have a ripple effect

that quickly spreads to other
countries
All
Which of the following statements is not true about

Total Quality Management (TQM)?
TQM is focused on improving product and customer

service quality
TQM is expensive to initiate
TQM requires top management support
TQM
requires ISO 9000 certification
Which of the following may be a dimension of quality?
Performance
Conformance
Reliability
Durability
According to Juran trilogy, quality control involves

which of the following process(es).
Assessment of actual quality performance
Comparison of performance with goals
Action on differences between performance and goals
All
is
best known for his zero defects management.
Crosby
Deming
Juran
The need to improve an organizations financial

condition correlated directly with the process of making and measuring quality
improvements.
True
False
SWOT Analysis is the only step needed in the strategic

planning process.
True
False
The concept of quality has often been defined, from a

transcendent view, as innate excellence.
True
False
Quality materials produced by Juran have been

translated into 12 different languages.
True
False
Philosophy helps us to understand people, interactions

between people and circumstances.
True
False
According to view quality means meeting or

exceeding customer expectations.
Poorly trained operator is an example of .

Six Sigma was developed by to improve its business processes.
ISO 9001 and ISO 9004 are known as .
Scatter diagram is used to measure between two variables.
Question No: 26 (
Marks: 5 )
Explain the total quality philosophy of training.
Question No: 27 (
Marks: 5 )
Explain the purpose of a Pareto Chart. Give an example

of when it should be used.
Question No: 28 (
Marks: 5 )
Why do some quality initiatives fail?

Question No: 29 (
Marks: 10 )
Defend the statement that the operator of the process

should be the owner and data plotter of the control chart, as opposed to a
person from quality assurance or engineer.
Question No: 30 (
Marks: 10 )
Explain the following statement Successful

implementation of empowerment requires
change in the corporate culture.

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MGT510- Total Quality Management

Composed By Faheem Saqib

Mega File of Final term Papers & Solved Quizzes

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Scatter diagram, Flow chart, Histogram

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Question No: 33 ( Marks: 3 )

Authority and Responsibility:

b) To report to top management regarding the performance of the quality management

c) To ensure the awareness of customer requirements throughout the organization.

Question No: 35 ( Marks: 3 )

1- Effective team must achieve its goals

Plan is not improved in below circumstances if it happens.

1- Goals are not clear

Question No: 36 ( Marks: 5 )

Question No: 38 ( Marks: 5 )

Question No: 39 ( Marks: 10 )

Policy deployment is essentially a TQ-based approach to executing a strategy.

Question No: 40 ( Marks: 10 )

Mgt510 Total Quality Management

1. What should be the responsibility of managers regarding Identification and

To enforce federal, state laws along with city ordinances

2. Why is there a need for identification and traceability for control of

Due to packaging materials

3. What is the traditional view of quality?

Quality is measured by establishing an acceptable level of conformance

Organizations strategic planning, process improvement and finances

5. When was the definition of total quality endorsed?

6. When were the behavioral theories developed?

7. Edward Deming is best known for which of the following?