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

a. Total Quality Management

b. International Standard Organization
c. Total Productive Maintenance
d. Total Quality Control
(Ans:a)
 

2-The process mapping is a ______ diagram.

a. Data flow
b. Work flow
c. Circular
d. Audit
(Ans:b)
 
3-Control chart is a
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b)
d. None of the above
(Ans:c)
 

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

a. Customer satisfaction
b. Employee satisfaction
c. Skill enhancement
d. Environmental issues
(Ans:a)
 

5-Total Quality Management (TQM) focuses on

a. Employee
b. Customer
c. Both (a) and (b)
d. None of the above
(Ans:c) 
 

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

a. Top level management
b. Middle level management
c. Frontline management
d. All of the above
(Ans:a)
 

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

a. Waste
b. No material
c. Breakdown
d. All of the above
(Ans:d)
 

8-TQM & ISO both focuses on

a. Customer
b. Employee
c. Supplier
d. All of the above
(Ans:a)
 9-According to Deming, Quality problems are
a. Due to management
b. Due to method
c. Due to machine
d. Due to material
(Ans:a)
 

10-While setting Quality objective, ________ to be considered.

a. Material quality
b. Customer need
c. Market demand
d. All of the above
(Ans:b)
 

11-Match The Following

A. TQM promotes 1. Small change

B. Kaizen is 2. Continuous improvement

C. Quality circle can solve problem related to 3. Employee participation

D. Quality circle benefit to 4. Employee

The correct order is
a. A-3, B-1, C-2, D-4
b. A-1, B-3, C-2, D-4
c. A-3, B-1, C-4, D-2
d. A-3, B-2, C-1, D-4
(Ans:a)

12-_______ helps organization reduce employee turnover and absenteeism.

a. Job design
b. Training & development
c. Wage revision
d. All of the above
(Ans:b)
 

13-CMM stands for

a. Capability maturity model
b. Capability monitoring model
c. Capability measuring model
d. Capability matching model
(Ans:a)
 

14-While setting Quality objective, ________ to be considered.

a. Customer need
b. Organizational need
c. Supplier need
d. Worker need
(Ans:a)

15-Which of the following is for Environment management?

a. ISO-9000
b. ISO-14000
c. ISO-26000
d. ISO-31000
(Ans:b)
 1-P-D-C-A stands for
a. Plan-Do-check-Act
b. Plan-Do-correct-Act
c. Proceed-Do-check-Act
d. Proceed-Do-correct-Act
(Ans:a)
 

2-What is ISO?
a. Indian organization for standard
b. Internal organization for standard
c. International organization for standard
d. None of the above
(Ans:c)
 

3-EMS stands for

a. Environmental management system
b. Employees management system
c. Engineering management system
d. Equipment management system
(Ans:a)
 

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

a. 1
b. 63
c. 2700
d. 45500
(Ans:b)
 

5-Match The Following

A. Bureaucratic 1. Satisfy all customer need

B. Leadership from top 2. Working together for excellence

C. Excellence mean 3. Provide consistent vision direction

D. Team work mean 4. Unlimited thinking

The correct order is
a. A-2, B-1, C-3, D-4
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-4, B-3, C-1, D-2
(Ans:b)
 

6-Match the following

A. Dr. Deming believes 1. Common causes

B. Ishikawa development 2. To prevent defect

C. Type of variation is due to 3. Cause & effect diagram

D. Crosby’s objective of quality 4. Histogram

The correct order is

a. A-3, B-2, C-1, D-4

b. A-2, B-3, C-4, D-1
c. A-2, B-3, C-1, D-4
d. A-4, B-3, C-1, D-2
 (Ans:c)
 

7-Rectangle represents ________ While plotting flow chart.

a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:a)

8- Tally chart is
a. Process monitoring tool
b. Data collection tool
c. Process planning tool
d. None of the above
(Ans:b)
 

9-Diamond represents ________ while plotting flow chart.

a. Step in activity
b. Decision making
c. Direction of flow
d. None of the above
(Ans:b)
 

10-The role of management is to

a. provide Resources
b. define EMS
c. monitor the effectiveness of the system
d. All of the above
(Ans:d)
 

11-ISO emphasis on
a. Prevention
b. Inspection
c. Rejection
d. All of the above
(Ans:a)
 

12- ISO – 14001 gives stress on

a. Plan – Do -check -Act
b. Environmental protection
c. Prevention rather than detection
d. All of the above
(Ans:d)
 

13- Service Assurance is

a. Confidence with customer
b. Customer has trust
c. Employee has knowledge
d. All of the above
(Ans:d)
 

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

a. Formulation stage
b. Maintenance stage
c. Implementation stage
d. All of the above
(Ans:d)
 

15- When cpk is less than one

a. Process is not capable
b. Process is stable
c. Process if highly capable
d. None of the above
(Ans:a)

1-Match the following

A. Dr. Deming believes 1. Histogram

B. Ishikawa development 2. Common causes

C. Type of variation is due to 3. Cause & effect diagram

D. Crosby’s objective of quality 4. To prevent defect

The correct order is
a. A-4, B-3, C-1, D-2
b. A-3, B-4, C-2, D-1
c. A-4, B-3, C-2, D-1
d. A-4, B-2, C-3, D-1
(Ans:c)
 

2-Match the following

A. Dimension 1. To assess customer satisfaction level

B. Service characteristic 2. Vary from time to time

C. Customer satisfaction survey 3. Physical facility

D. Poor service is due to 4. Inadequate resource

The correct order is
a. A-2, B-3, C-1, D-4
b. A-3, B-2, C-1, D-4
c. A-3, B-2, C-4, D-1
d. A-3, B-1, C-2, D-4
(Ans:)
 

3-Match the following

A. ISO emphasis on 1. ISO – 9000 -2000

B. ISO 2. Qualified personnel

C. Lead assessor 3. International organization for standard

D. ISO currently in use 4. Prevention

The correct order is
a. A-4, B-2, C-3, D-1
b. A-4, B-3, C-1, D-2
c. A-4, B-3, C-2, D-1
d. A-3, B-4, C-2, D-1
(Ans:c)
 

4-Match the following

 A. Quality approach 1. Productivity quality – cost -Delivery

B. Pillar of TQM 2. Continual improvement management

C. Need for TQM is due 3. Employee

D. TQM focuses on 4. Cut throat competition

The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)
 

5-Match the following

A. How TQM helps in reducing cost 1. By reducing external sale

B. Calibration activity carried in company is 2. Prevention cost

C. Quality planning is 3. Appraisal cost

D. Vender assessment is 4. Appraisal cost

The correct order is
a. A-4, B-1, C-2, D-3
b. A-1, B-4, C-3, D-2
c. A-1, B-2, C-4, D-3
d. A-1, B-4, C-2, D-3
(Ans:d)
 

6-Match the following

A. MBQA is eligible for 1. Quality & productivity

B. Malcolm balding award seeks improvement in 2. Manufacturing organization

C. European quality award is for 3. Senior management was activity involved

D. Common elements of winners are 4. Improving efficiency

The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)

7-Match the following

A. Circle symbol 1. Data analysis told

B. Pareto analysis is 2. Average of reading

C. X bar means 3. Binging or end of operation

D. LCT means 4. Lower control limit

The correct order is
a. A-3, B-2, C-1, D-4
b. A-3, B-1, C-2, D-4
c. A-1, B-3, C-2, D-4
d. A-3, B-1, C-4, D-2
(Ans:b)

8-Match the following

 A. Dimension 1. To assess customer satisfaction 

B. Service characteristic 2. Inadequate resource

C. Customer satisfaction survey 3. Vary from time to time

D. Poor service is due to 4. Physical facility

The correct order is
a. A-4, B-1, C-3, D-2
b. A-4, B-3, C-2, D-1
c. A-4, B-3, C-1, D-2
d. A-3, B-4, C-1, D-2
(Ans:c)
 

9-Match the following

A. Forecasts 1. Systematic analysis of work

B. Estimate made by management 2. Simplest method of assessment

C. Statistical method 3. Based on measures of productivity

D. Work study method 4. Vary in their degree of sophistication

The correct order is
a. A-3, B-2, C-4, D-1
b. A-3, B-2, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-4, C-2, D-1
(Ans:a)

10-Match the following

A. Process is managed level 1. Process capability

B. Critical process maturity  concept include 2. Performance is model

C. Managed level of process 3. Capability maturity

D. CMM is 4. Process is controlled

The correct order is
a. A-2, B-4, C-1, D-3
b. A-2, B-1, C-3, D-4
c. A-2, B-1, C-4, D-3
d. A-1, B-2, C-4, D-3
(Ans:c)
 
11-Match the following
A. Simulated decision games 1. Unstructured group interaction

B. Coaching 2. Acting out managerial problems

C. Committee assignment 3. Guidance through advice / suggestions

D. Sensitivity training 4. Study of specific organizational problem

The correct order is
a. A-2, B-4, C-3, D-1
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-2, C-4, D-1
(Ans:c)
 
12-Match the following
A. The quality manual have 1. Employee
 B. Kaizen is 2. Small change

C. Quality circle can solve problem related to 3. Level 3

D. Quality circle benefit to 4. Continuous improvement

The correct order is
a. A-2, B-3, C-4, D-1
b. A-3, B-2, C-1, D-4
c. A-3, B-4, C-2, D-1
d. A-3, B-2, C-4, D-1
(Ans:)

1- Control chart is
i. Process monitoring tool
ii. Process control tool
iii. Process planning tool
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
 

 2-The main business process objective(s) are

i. Customer service
ii. Profit & loss
iii. Employee satisfaction
  The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
 

3-Common elements of winners are

i. Senior management was actively involved
ii. Control of overall process
iii. Focus on customer
  The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:c)
 

4-TQM focuses on
i. Supplier
ii. Employee
iii. Customer
  The Correct Answer is
a. i only
b. ii & iii
c. i, ii & iii
d. None of the above
(Ans:b)
  

5-The customer requirement to be reviewed

i. Before supply of product
ii. After supply of product
iii. Before commitment of supply of product
  The Correct Answer is
a. i & ii
b. i & iii
c. ii & iii
d. None of the above
(Ans:b)
 

6-Current quality concept is

i. Increase in production
ii. Continual improvement
iii. Prevention of defect
    The Correct Answer is

a. i & ii
b. i & iii
c. ii & iii
d. None of the above
(Ans: c)

7-Continual improvement is in
i. Environmental objective
ii. Audit Result
iii. Corrective action
  The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans:c)
 

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

i. Establish common language
ii. Models are comprehensive
  The Correct Answer is
a. i only
b. ii only
c. i & ii
d. None of the above
(Ans:c)
 

9-Employee should be involved in

i. Decision making
ii. Participation
iii. Union
  The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans: a)
  

10-In ISO the focus is on

i. Enhancing customer satisfaction
ii. Satisfying customer
iii. Delighting customer
  The Correct Answer is
a. i & ii
b. i & iii
c. i, ii & iii
d. None of the above
(Ans: b)

11-While recruiting person he should

i. Competent to perform job
ii. Trained to perform specified job
iii. Able to perform the activity
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)
 

12-Process evaluation is to identify

i. Validation of product
ii. Potential failure prevention
iii. Correctness of product
  The Correct Answer is
a. i only
b. i & ii
c. ii & iii
d. None of the above
(Ans:c)

1-Type of waste are          

i. Waiting time
ii. Transport
iii. Processing waste
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
 
2-Does TQM approach have relevance to Indian industry in context to
i. Customer satisfaction
ii. People involvement
iii. Policy management
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
  

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

i. Focus on work process
ii. Maintain self esteem of other
iii. Tone initiative
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
 

4-Reliability of product means

i. Consistency of performance
ii. Performance over period
iii. Free of technical errors
The correct answer is
a. i & iii
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
 

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

i. Customer need
ii. Marketability of product
iii. Organization need
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: c)
 

6-PP & PPK is calculated for

i. Initial production run
ii. Future production
iii. Initial process setting
The correct answer is
a. i & ii
b. ii & iii
c. i & iii
d. i, ii & iii
(Ans: c)

7-The competence of the employee means

i. Competence of personnel performing work effective quality
ii. Evaluate the effectiveness of action taken
iii. Maintain appropriate Record
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
 

8-Special characteristic means

 i. Product characteristic which affect fit/ function / Regulation
ii. Characteristic of product which are regulatory requirement
iii. Characteristic in Specification
The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: b)
 

9-Cause & Effect diagram used to

i. Identify & organize possible causes of problem
ii. Identify possible causes of solution
iii. Identify possible causes of problem & determining its relation
The correct answer is

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

10-The role of management is

i. To provide Resources
ii. To define EMS
iii. To monitor the effectiveness of the system
  The correct answer is
a. i only
b. i & ii
c. ii & iii
d. i, ii & iii
(Ans: d)
 

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

i. Consistence
ii. Repeatable
iii. Predictable
The correct answer is
a. i only
b. ii only
c. ii & iii
d. i, ii & iii
(Ans: d)
 

12-HRD at organizational level talks of

i. Organization’s manpower planning
ii. Training
iii. Performance appraisal
The correct answer is
a. i only
b. I & ii
c. ii & iii
d. i, ii & iii
(Ans: d)