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1,continuous process improvemnet is a

{~viewing al work as a process


~antipating customer needs
~controlling in process performance
=all the above}
2, juran tirlogy consists of
{~planning
~controlling
~improvement
=all the above}
3.the development of new products and improvement of existing product is
{~process design
=product design
~reinvention
~renovation }
4, pdsa cycle is
{=plan do study act
~plan do strength act
~paln do act
~plan do survive act}
5,which is uasedby operating forces to help to meet the product and process requ
irements.
{~improvemnet
~plannning
=control
~all the above}
6,seiri is
{~arange necessary items in order
~clean your place
=sort out unnecessary items
~all the above}
7, clean your workpplace is
{~seiri
~seiton
=seiso
~shitsuke}
8,japanese woprdfor philosophy in continuosly encouraging and implementing small
improvement s
{=kaizen
~5s
~cpi
~none of the above}
9 supplier parnership is
{~organisation spent substantial amount
~customer and supplier have same goal
~better supplier quality
~al the above}
10 japanese concept of house keeping is
{~envoironment
~cleanliness

~atomsphere
=all the above}
11,partnering is a
{~a lomg term commitment betwwen organisations
~trust
~shared vision
=all the above}
12, soucing is
{~sole
~multiple
~single
=all the above}
13,multiple sources will have
{~ two or more suppliers
~competition leads to quality
~three will be selected
~all the above}
14, a single source is
{=a planned decisiopn
~ supplier avaialble
~ltrust
~objectives}
15, the supplier selection based on {~supplier should have stable management sys
tem
~should have production capacity
~should maintain delivery time
= alll the above}
16 ,the seven tools of quality is
{~pareto diagram
~process flow diagram
~check sheets
=all the above}
17,the graph that ranks the data classifications in descending order fro left to
right
{=pareto diagram
~cause and effect diagram
~histogram
~control charts}
18,the graph indicates the relationship between specified and target is
{~check sheets
=histogram
~cause and effect diagram
~none of the above}
29,the simple way to determine relationship between two varible is
{~histogram
~check sheet
=scatter diagram
~pareto diagram}

30,which of the following form design varies from indiviual to individual normal
ly
{~causeand effect diagram
=check sheet
~pareto diagram
~none of the above}
31affinity diagram is
{~allows the team to creatively generate a large number of issues /ideas
~logically group them for problem solving
~possible break through solution
=all the above}
32tree diagram is
{= to reduce any broad objective into increasing levels of detail to achieve the
objective.
~brainstorming
~pareto diagram
~matrix diagram}
33prioritization matrices is
{~designed to reduce the teams options
~prioritize issues,tasks.characteristicsbased on weighted criteria
~combination of tree diagram and matrix diagram
=allthe above}
34which diagram allows the tea to schedule a project efficiently
{~affinity diagram
~pareto diagram
~matrix diagram
=activity network diagram}
35 which diagranm clarifies the interrelationship many factors of acomplex situa
tion
{~matrix diagram
~affinity diagram
=interrelationship diagram
~all the above }

31,What is VOC
{=Voice of Customer
~Voice of Client
~Voice of Creator
~Voice of Competitor}
32, Six sigma is
Latest Japanese Quality Theory
A BMW
Cpk = 2.0
33,Six Sigma implies
A statistical method
A trouble-shooting method
Teams are effective

3 defects per million in output


All above
which condition is suitable for no rejection of parts
{~cp < 1
~cp >1
=cp -1
~none of the above}
benefits of sixsigma is
{~standarizations
~improved quality
~self sustaining infrastructure
=all the above}
36The manufacturing sector companies includes
{distribution companies
=textile companies
retailing companies
internet service providers
Answer B
37MCQ The merchandising sector companies includes
{food processing companies
automotive companies
=distribution companies
advertising agencies
Answer C
38MCQ The total manufacturing cost is $60000 and the total units manufactured is
3000 units then the per unit cost is
{$40
=$20
$60
$80
Answer B
39MCQ The service sector companies includes
{cellular phone producers
=mutual fund companies
radio stations
wholesalers
Answer B
40MCQ The companies that buys the raw materials and convert them into the finish
ed goods for customers are included in
{=manufacturing sector companies
~merchandising sector companies
service sector companies
raw material companies
Answer A
41Benchmarking determines
Customer requirements
Process capability
How company is doing relative

to others
Getting ISO 9000 audit done
If management is motivated
42,Study methods can be improved by
Benchmarking
Improved note taking
Vacations
Sitting in the front row
Buying books
43,11-1. Which one of these terms is associated with studying another organizati
on's products or operations?
a. Brainstorming
b. Benchmarking
c. Pareto analysis
d. Continuous improvement
11-2. Which one of these is the conceptual basis for continuous improvement?
a. Benchmarking
b. Cause-and-effect diagram
c. Pareto analysis
d. The plan-do-study-act cycle
11-3. Which one of these is a tool for problem solving?
a. Benchmarking.
b. Cause-and-effect diagram.
c. Pareto analysis.
d. The plan-do-study-act cycle.
11-4. The term "80-20 rule" is most closely associated with:
a. Control charts
b. Pareto analysis
c. Check sheets
d. Brainstorming
which helps the organisation to developthe strength
{=benchmarking
~pareto diagram
~affinity diagram
~none of the above}
reasons for benchmarking is that
{~inspires managers andorganisationsto complete
~to setthe goalsbasedon external information
~as a contiuous improvement tool
=none of the above}
comparision basedon the performance indicators is
{~strategic benchmarking
~product benchmarking
~process benchmarking
~none of the above}
generic benchmarking is
{~strategic benchmarking
~performance benchmarking
~product benchmarking
=none of the above }

comparision of performance with external sources producing same class of porduct


s
{~internal benchmarking
~relationship benchmarking
~competitive benchmarking
=none of the above}
which functions decide the functions,tasks, processes or activities
{~anlysis
~integration
=planning
~action}
the idea of copying from others is
{~fmea
=benchmarking
~taguchi
~none of the above}
the process of using bench marking to get operational change
{~planning
~analysi
=integration
~action}
main pitfalls is
~not a strategy not to be intended to be aa business
~depends on the teamwork
~not a substitute for innovation
= all the above}
which is the following statement is correct for this stage
{~palnning
~analysis
~integration
=maturity}
fmea is a
{=failure mode and effect analysis
~failure mode and energy analysis
~failure mean and efficient anlysis
~failure mean and enterprise analysis}
which technique technique is used by design engineering
{~system FMEA
~PROCESS FMEA
=DESIGN FMEA
~NONE OF THE ABOVE}
FMEA TEAM CONSISTS OF
{~ASSEMBLY ENGINEER
~MANUFACTURING ENGINEER
~MATERIALS ENGINEER
=ALL OF THE ABOVE}
FMEA chart describes
{~product /process and its function
~block diagra of the products
~describe the potential failures

=all the above }


the assement of seriousness of failure mode is
{~ potential failure
~taguchi
~reliability
=severity}
quality circle major atttributes is
{~paricipation management
~HRD development techniques
~problem solving techniques
=all the above}
benefits of quality circle is
{~improves self respect
~helps ot change certain personality characteristics
~enableindividual to improve personal capabilities
=all the above}
quality circle operation is
{~problem uidentification
~problem selection
~problem analysis
=all the above}
quality circle effects on individuals realtion is
{~ increase the respect of supervisor for the workers
~help the workers to understand the problem of supervisiors
~increase managements respectfor workers.
=alll the above}
limitations of quality circle is
{participation is not always volutary
participation fades away if it lacks management supports
~no involvement of trade unions
=all the above}
qfd is a
{~quallity function department
=quality function depolyment
~quality function development
~quality function decrement}
which is a plannning tool used to fulfil customer expectations.
{~customer driven engineering
~voice of customer
=quality function depolyment
~quality control }
the primary planning tool of quality is
{=house of quality
~technical descriptors
~technical descriptors
~none of the above}
the operating instructions from the process requirements is
{~process plannnig
~part development
=product palnnning

~all the above }


benefits of the qfd is
{~ improves customersatisfaction
~team work
~provides documentation
=all the above}
taguchi is
{=the loss imparted to society from the time a productis shipped
~social issues failure
~traditional approach
~none of the above}
when aproduct value deviates fom the target or normal value is
{~taguchi
=taguchis quadratic quality loss function
~tolerance method
~none of the above}
tqguchi disagreeswith this
{~new approach
=traditional appproach
~taquchi approach
~none of the above }
taguchi uses which equation to determine the curve
{=quadraticequation
~taqguchi
~traditional
~new management}
any variation about the target value of product or process parameter cause loss
to customere is
{=taguchis
~tradiional
~six sigma
~dmaic}

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You are here: HomeMCQsMGT510 (MGMT510): Total Quality Management MCQsMGT510
(MGMT510) MCQs collection from past Quizzes
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MGT510 (MGMT510) MCQs collection from past Quizzes


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MGT510 (MGMT510) Total Quality Management MCQs from Past Quizzes
Collection Shared at vuZs by Yasir Wajahat Ali
(Courtesy Muhammad Afzal Meo)
www.vuzs.info

What does the transcendent view imply for high quality?


It
It
It
It

is something everlasting
issomething timeless and enduring
is something priceless
is something perfect

During which century, the manufacturers began to include quality processes in qu


ality practices?
17th century
18th century
19th century
20thcentury
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 t
his era?
Through
Through
Through
Through

renovation
inspection
calculation
repair

Which of the following is typically viewed to lie between fully vertically integ
rated 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 follo
wing?
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 min
imizing 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 refer
s to which of the following discussion skills in meetings?
Acting as gatekeepers
Closing the discussion
Asking for clarification

Testing for consensus


Which of the following models has the viewpoint that change and learning are val
ued in themselves?
Organism model
Mechanistic model
Cultural model
Total Quality model

Marketing research carried out to know whether the particular area should be cov
ered in this course. What the course instructor should develop?
The
The
The
The

course
course
course
course

meeting
meeting
meeting
meeting

requirements
requirements
requirements
requirements

of
of
of
of

the
the
the
the

university
instructor
students
bookseller

Which of the following statements is TRUE about Deming s philosophy?


It is based on improving products and services by reducing uncertainty and varia
bility 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, support
ed extensively by statistical tools for analysis
Increasing loss, for the producer, the customer, and society, associated with in
creasing variability from a target value
All of the following are the elements of a TQM system EXCEPT:
Leadership
Communications
Measurement
Detentions
www.vuzs.info
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

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 customer s 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-ter
m 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 f


or people failing to understand the components of Profound Knowledge?

They see events as individuals incidents rather than the net result of many inter
actions 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 component
s of Profound Knowledge?
Scholtes
Deming
Juran
Crosby

Do not permit overlong examples or irrelevant discussion. This refers to which o


f 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 det
ermine the exact path(s) through which a product flows to and from these facilit
ies?
Location decisions
Production decisions

Inventory decisions
Transportation decisions

If the change was successful, implement it on a wider scale and continuously ass
ess 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
spend 4 to 17 years on the factory floor
They
spend 7 to 22 years on the factory floor

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
The
The
The

components
components
components
components

of
of
of
of

any
any
any
any

system
system
system
system

must work together for the system


must not work together for the system
should not be organized for the system
should provide disruption for the system

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

None of the given options

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

None of the given options

vuzs

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 ____________.
www.vuzs.info

10

12

14

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 Today s
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 M - 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 Crosby s
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

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
of the given options

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
of the given options

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
of the given options

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
of the given options

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.
Continual improvement
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

1 What is
quality?
Meeting
and exceeding the customer s expectations
Adding extras to make the customer happy
The degree to which the project meets requirements
Conformance to management s 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
Continual 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
Low productivity and high capacity utilization
High productivity and low capacity utilization

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
process of acquiring the certificate of ISO 9000, which step follows 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
process of acquiring the certificate of ISO 9000, which step follows 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
process of acquiring the certificate of ISO 9000, which step follows 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
process of acquiring the certificate of ISO 9000, which step follows 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
process of acquiring the certificate of ISO 9000, which step follows 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
process of acquiring the certificate of ISO 9000, which step follows 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 company s experience in a structured manner is
not a benefit of implementing the quality management
system.
True
False

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 company s
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
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

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
Closing the discussion
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
Inspection and testing
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
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

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 ??
The business process perspective
The financial perspective
The learning & growth perspective

Under which perspective of the balance scorecard, would


you classify corporate goals measurement?
The customer perspective
The
business process perspective ??
The financial perspective
The learning & growth perspective

Under which perspective of the balance scorecard, would


you classify operating cost management measurement?

The customer perspective


The business process perspective
The financial perspective
The learning & growth perspective

Under which perspective of the balance scorecard, would


you classify average time to process orders measurement?
The customer perspective
The business process perspective
The financial perspective
The learning & growth perspective

Under which perspective of the balance scorecard, would


you classify number of strategic skills learned measurement?
The customer perspective
The business process perspective
The financial perspective
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


called:

middle

of sorted data is

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 country s 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 incompetence
Conscious
competence ??
Unconscious 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

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 management s 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

None of the given options

The control of quality involves the following processes


except:
Assess actual
quality performance
Compare
performance with goals
Act on
differences between performance and goals
None of the given options

Methods of continuous improvement include _________.


Six Sigma
Lean Production
Kaizen
All
of the given options

Shareholder is an example of ___________.


Internal
customer
External
customer

Investor customer
Social customer

__________ concepts are referred to as statistical


quality control (SQC).
Shewhart s

Deming s
Juran s
Crosby s
__________ is the judge of quality.
Customer

Supplier
Producer
None of the given options
______________ is not an example of organization.
Factory
Mosque
Hospital
None
of the given options

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
( M - 5 )

Which of the quality gurus, in your view, have most


significantly influenced the quality
movement since World War II?

Question No: 18
( M - 5 )

Discuss the various types of quality costs. What kind


of costs should a firm be more
concerned with and why?

Question No: 19
( M - 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
Deming s 14/7 as a guideline
Discuss the importance of the 3C concept in PCAP s
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?
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
of the given options

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
of the given options

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
of the given options

is
best known for his zero defects management.
Crosby
Deming
Juran

None of the given options

The need to improve an organization s 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 (
M - 5 )
Explain the total quality philosophy of training.
Question No: 27 (
M - 5 )

Explain the purpose of a Pareto Chart. Give an example


of when it should be used.
Question No: 28 (
M - 5 )
Why do some quality initiatives fail?
Question No: 29 (
M - 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 (
M - 10 )
Explain the following statement Successful
implementation of empowerment requires
change in the corporate culture.
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1-Malcolm Baldrige national quality award is for (MBNQA)
Total Quality Management
International Standard Organization
Total Productive Maintenance
Total Quality Control
(Ans:a)

2-The process mapping is a ______ diagram.


Data flow

Work flow
Circular
Audit
(Ans:b)

3-Control chart is a
Process monitoring tool
Process control tool
Both (a) and (b)
None of the above
(Ans:c)

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


Customer satisfaction
Employee satisfaction
Skill enhancement
Environmental issues
(Ans:a)

5-Total Quality Management (TQM) focuses on


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

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


Top level management
Middle level management
Frontline management
All of the above
(Ans:a)

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


Waste
No material
Breakdown
All of the above
(Ans:d)

8-TQM & ISO both focuses on


Customer
Employee
Supplier
All of the above
(Ans:a)

9-According to Deming, Quality problems are


Due
Due
Due
Due

to
to
to
to

management
method
machine
material

(Ans:a)

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


Material quality
Customer need
Market demand
All of the above
(Ans:b)

1-P-D-C-A stands for


Plan-Do-check-Act
Plan-Do-correct-Act
Proceed-Do-check-Act
Proceed-Do-correct-Act
(Ans:a)

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

3-EMS stands for

Environmental management system


Employees management system
Engineering management system
Equipment management system
(Ans:a)

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


1
63
2700
45500
(Ans:b)
7-Rectangle represents ________ While plotting flow chart.
Step in activity
Decision making
Direction of flow
None of the above
(Ans:a)

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

9-Diamond represents ________ while plotting flow chart.


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

10-The role of management is to


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

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

12- ISO

14001 gives stress on

Plan Do -check -Act


Environmental protection
Prevention rather than detection
All of the above
(Ans:d)

13- Service Assurance is


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

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


Formulation stage
Maintenance stage
Implementation stage
All of the above
(Ans:d)

15- When cpk is less than one


Process
Process
Process
None of

is not capable
is stable
if highly capable
the above

(Ans:a)
1- Control chart is
Process monitoring tool
Process control tool
Process planning tool

The Correct Answer is


i only
i & ii
i, ii & iii
None of the above
(Ans:b)

2-The main business process objective(s) are


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

3-Common elements of winners are


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

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

5-The customer requirement to be reviewed


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

6-Current quality concept is


Increase in production
Continual improvement
Prevention of defect
The Correct Answer is
i & ii
i & iii
ii & iii
None of the above
(Ans: c)

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

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


Establish common language
Models are comprehensive
The Correct Answer is

i only
ii only
i & ii
None of the above
(Ans:c)

9-Employee should be involved in


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

10-In ISO the focus is on


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

11-While recruiting person he should


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

12-Process evaluation is to identify


Validation of product
Potential failure prevention
Correctness of product
The Correct Answer is
i only
i & ii
ii & iii
None of the above
(Ans:c)
1-Type of waste are
Waiting time
Transport
Processing waste
The correct answer is
i only
i & ii
ii & iii
i, ii & iii
(Ans: d)

2-Does TQM approach have relevance to Indian industry in context to


Customer satisfaction
People involvement
Policy management
The correct answer is
i only
i & ii
ii & iii
i, ii & iii
(Ans: b)

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


Focus on work process
Maintain self esteem of other
Tone initiative
The correct answer is
i only
i & ii

ii & iii
i, ii & iii
(Ans: b)

4-Reliability of product means


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

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


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

6-PP & PPK is calculated for


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

7-The competence of the employee means

Competence of personnel performing work effective quality


Evaluate the effectiveness of action taken
Maintain appropriate Record
The correct answer is
i only
i & ii
ii & iii
i, ii & iii
(Ans: d)

8-Special characteristic means


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

9-Cause & Effect diagram used to


Identify & organize possible causes of problem
Identify possible causes of solution
Identify possible causes of problem & determining its relation
The correct answer is
i only
i & iii
ii & iii
i, ii & iii
(Ans:b)

10-The role of management is


To provide Resources
To define EMS
To monitor the effectiveness of the system
The correct answer is
i only
i & ii
ii & iii

i, ii & iii
(Ans: d)

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


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

12-HRD at organizational level talks of


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

A firm that is considering doing business abroad must have a rationale and logic
for how it can compensate for and overcome the liabilities and disadvantages th
at arise from its _____.
A)
strategies
B)
vision
C)
mission
D)
foreignness
2 INCORRECT
The evolution of _______ is a critical element in the formulation of a company s s
trategy.
A)
resources
B)
business strategy
C)
corporate strategy
D)
industry structures
3 INCORRECT
In the ______ stage of industry evolution, specialized channels are needed for d
istribution.
A)
embryonic
B)
growth
C)
maturity

D)
decline
4 CORRECT
In the _____ stage of industry evolution, there is a widening gap of buyers and
a shift to mass production and distribution.
A)
embryonic
B)
growth
C)
maturity
D)
decline
5 INCORRECT
In the _____ stage of industry evolution, uniform quality is assumed.
A)
embryonic
B)
growth
C)
maturity
D)
decline
6 INCORRECT
In the _____ stage of industry evolution, there is a shakeout among the competit
ion.
A)
embryonic
B)
growth
C)
maturity
D)
decline
7 INCORRECT
According to Porter, the diamond framework affects the competitiveness of ____ a
nd ____ as well as firms.
A)
competitors, complementors
B)
nations, regions
C)
customers, suppliers
D)
suppliers, competitors

Which of the following does NOT indicate a need to improve customer service (to
improve your customer retention program)?
Your Answer:
The company has employee turnover problems.
Correct Answer:
Customer satisfaction is your primary management objective.
That's not right. This answer does indicate a need to improve customer s
ervice.
2.
Incorrect
n program?

Which choice is part of establishing a customer retentio

Your Answer:
Create the most complicated program possible.
Correct Answer:
Examine who the customers are and their specific needs.
No. That is NOT part of establishing a customer retention program.
3.
Incorrect
Which of the following is a question that you should ask
when creating a format for measuring customer satisfaction?
Your Answer:
When did the customers conduct business with the company?

Correct Answer:
All of the above
Yes, but other answers are also correct.
4.
Incorrect
Which of the following is a possible source of informati
on about customers' satisfaction?
Your Answer:
Informal surveys
Correct Answer:
All of the above.
Yes, but other choices are also correct.
5.
Incorrect

Which question might you ask to evaluate your own perfor

mance?
Your Answer:
Do I convey enthusiasm and interest in my customers?
Correct Answer:
All of the above
Yes, but other answers are also correct.
6.
Incorrect

Which choice indicates why some surveys do not reflect r

eality?
Your Answer:
The sample is a good representation of the customer base.
Correct Answer:
Surveys do not always ask enough questions to get an accurate picture.
No. That's not correct.
7.
Incorrect

Which statement about measuring customer satisfaction is

true?
Your Answer:
We don't need to encourage sharing of ideas. We only need to get data.
Correct Answer:
Seeking feedback results in positive customer retention.
No. That is not correct.
8.
Incorrect

Which statement about verbal comments is correct?

Your Answer:
Verbal comments are difficult to collect.
Correct Answer:
Customer service providers should keep a log of customer comments.
No, that is not correct.
9.

Incorrect

What is "defection rate?"

Your Answer:
The number of customers who stop using a company or its products or serv
ices in one year.
Correct Answer:
The percentage of customers who stop using a company or its products or
services in one year.
No. That's not defection rate.
10.
Incorrect

Why are existing customers important?

Your Answer:
Existing customers don't care how well we serve them.
Correct Answer:
Replacing lost customers is very costly.
No. That isn't correct.

Which of the following does NOT indicate a need to improve customer service (to
improve your customer retention program)?
Customer satisfaction is your primary management objective.
The company has employee turnover problems.
The company does not care about lost customers.
The company is not consistent about keeping its promises to customers.
Which choice is part of establishing a customer retention program?
Begin work without identifying specific objectives to be accomplished by the pro
gram.
Examine who the customers are and their specific needs.
Create the most complicated program possible.
Create a culture that does not stimulate customer interest.
Which of the following is a question that you should ask when creating a format
for measuring customer satisfaction?
Who are your customers?
How could you do a better job?
When did the customers conduct business with the company?
All of the above.
Which of the following is a possible source of information about customers' sati
sfaction?
Verbal comments
Informal surveys
Toll-free phone numbers
All of the above.
Which question might you ask to evaluate your own performance?
What skills could I develop to assist my customers better?
Do I convey enthusiasm and interest in my customers?
Am I well informed about what my company has to offer customers?
All of the above
Which choice indicates why some surveys do not reflect reality?
Only angry customers respond.

The sample is a good representation of the customer base.


Surveys do not always ask enough questions to get an accurate picture.
Survey statistics always lie.
Which statement about measuring customer satisfaction is true?
We do not need to consider customer expectations, only their level of satisfacti
on.
We don't need to encourage sharing of ideas. We only need to get data.
Seeking feedback results in positive customer retention.
Just measuring satisfaction does not affect our relationship with customers.
Which statement about verbal comments is correct?
Customer service providers should keep a log of customer comments.
Verbal comments are difficult to collect.
Most customer service providers pay special attention to verbal comments.
Useful information cannot be obtained from customer comments. They're never hone
st.
End of Question 8

Question 9.
What is "defection rate?"
Open Hint for Question 9 in a new window.
The number of employees who leave a company in one year for any reason.
The number of customers who stop using a company or its products or serv
ices in one year.
Average anual profit from one customer.
The percentage of customers who stop using a company or its products or
services in one year.
End of Question 9

Question 10.
Why are existing customers important?
Open Hint for Question 10 in a new window.
Advances in technology mean that we won't get any more customers.
Existing customers don't care how well we serve them.
Replacing lost customers is very costly.
Existing customers will always be loyal.

The committees which promote workers


blished only at the
corporate level
plant level
shop-floor level
=All of the above

participation in management are usually esta

Joint management councils are normally formed in an organization at a level whic


h is
above the board of directors
=below the board but above the shop-floor level
below the shop-floor level
None of the above
End of Question 2

Which of the following is not usually an example of indirect participation by th


e employees in participative management?
Worker-director
A joint management council member
=Collective bargaining
Suggestion-box scheme

Which of the following not an example of direct participation by the employees i


n participative management?
A joint management council member
Autonomous work group
=Open-door policy
Suggestion-box scheme
Which of the following is not a characteristic of the workers
nagement?

participation in ma

Consequence sharing
Application of upward control
Participation in decision making
=One-time activity in the life of the organization

2. ___________ is the name given to a philosophy and set of methods and techniqu
es that stressed the scientific study and organisation of work at the operationa
l level.
= Scientific Management
b. Human Relations Model
c. Two factor theory
d. Achievement motivation theory

4. Which of the following is a content theory?


a. Expectancy theory
= ERG Theory
c. Equity theory
d. None of the above

6. Who propounded the Need's Theory


a. Frederick Herzberg
b. Alderfer
= Abraham Harold Maslow
d. None of the above

7. The two factor theory is based on which factors?


= Hygiene and behavioural
b. Safety and self - esteem
c. Self - actualisation and status quotient
d. None of the above
ANSWER: a. Hygiene and behavioural
9. Which of the following is a need that motivates human behaviour as per the ac
hievement motivation theory?
a. Power
b. Affiliation
c. Achievement
= All of the above
nterview in which supervisor and subordinate review appraisal is called
structured interview
unstructured interview
=appraisal interview
hiring interview
C
MCQ. Method of keeping and reviewing record of employees undesirable behavior at
different time intervals is
=critical incident method
forced distribution method
alternation ranking method
paired comparison method
A

MCQ. Aligning and evaluating employee's performance with that of company's set g
oals is called
appraisal management
=performance management
hierarchy of management
off-the-job training
B
MCQ. First step in appraising process is
=defining job
training session
feedback session
interview sessions
A
MCQ. When ratings are collected from supervisors, customers and peers it is call
ed
350-degree feedback
320-degree feedback
=360-degree feedback
380-degree feedback
C

The terms purchasing and procurement should not be seen as synonymous. As such,
which of the following statements do you think has greatest validity?
Your Answer:
Purchasing has a broader meaning than procurement
Correct Answer:
Procurement has a broader meaning than purchasing
2.
Correct
The electronic integration and management of all procure
ment activities including purchase request, authorization, ordering, delivery an
d payment between a purchaser and supplier is known as:
Your Answer:
E-procurement
3.
Incorrect
The range of potential options for improving purchasing
processes are indicated by benefits described by the Chartered Institute of Purc
hasing and Supply such as:

Your Answer:
Multimedia
Correct Answer:
All of the above
4.
Incorrect
ment process?

Generally, which sequence is most typical of the procure

Your Answer:
Approver to originator to buyer to supplier
Correct Answer:
Originator to approver to buyer to supplier
5.
Incorrect
E-procurement aims to improve performance of what is kno
wn as the 'five rights of purchasing'. One aim of e-procurement is increasing sa
vings by sourcing items:
Your Answer:
From the right source
Correct Answer:
At the right price
6.
Correct
Another aim of e-procurement is increased choice of supp
lier leading to sourcing items:
Your Answer:
From the right source
7.
Incorrect
A recent simple classification of different types or app
lications of e-procurement was produced by Smart. Which of the following is NOT
one of these?
Your Answer:
E-sourcing
Correct Answer:
E-transparency
8.
Incorrect
What is the term used to describe where supply chain par
tners manage the replenishment of parts or items for sale? They do this through
the sharing of information on variations in demand and stock levels for goods us
ed for manufacture or sale.
Your Answer:
E-procurement drivers
Correct Answer:
Vendor-managed inventory
9.
Incorrect

There are barriers and risks involved in adopting e-proc

urement. Which of the following is NOT regarded as a risk or barrier?


Your Answer:
Creation and cost of catalogues
Correct Answer:
Possible positive perception from suppliers
10.
Correct
In future, some suggest that the task of searching for s
uppliers and products may be taken over by a programme which automatically gathe
rs information from the Internet:
Your Answer:
Software intelligent agents
11.
Incorrect
Of the following, which is an e-procurement benefit rela
ted to budgetary control?
Your Answer:
Reduced purchase cycle
Correct Answer:
Rules to limit spending and improved reporting facilities
12.
Incorrect
Which of the following describes the stock control syste
m element of an e-procurement system?
Your Answer:
Integrates the entry of the order by the originator, approval by manager
and placement by buyer
Correct Answer:
Re-ordering is automated when the number in stock falls below re-order t
hresholds
13.
Incorrect

Production related procurement refers to the purchasing

of:
Your Answer:
Information systems
Correct Answer:
Raw materials
14.
Correct
Negotiated contracts with regular suppliers typically in
long-term relationships is an example of:
Your Answer:
Systematic sourcing
15.
Incorrect
Fulfillment of an immediate need, typically of a commodi
tised item for which it is less important to know the credibility of the supplie
r is an example of:

Your Answer:
MRO sourcing
Correct Answer:
Spot sourcing
16.
Incorrect
For B2B transactions involved with e-procurement, the me
rchant site should facilitate:
Your Answer:
Modified rebuys
Correct Answer:
All of the above
The terms purchasing and procurement should not be seen as synonymous. As such,
which of the following statements do you think has greatest validity? Purchasing
has a broader meaning than procurement
{=Procurement is broadly equivalent to purchasing
Procurement has a broader meaning than purchasing
None of the above}
The electronic integration and management of all procurement activities includin
g purchase request, authorization, ordering, delivery and payment between a purc
haser and supplier is known as:
{E-procurement process
=E-procurement
E-procurement system
All of the above}
The range of potential options for improving purchasing processes are indicated
by benefits described by the Chartered Institute of Purchasing and Supply such a
s:
{Content management
Evaluation of end-to-end trading cycles
Multimedia
=All of the above}
Generally, which sequence is most typical of the procurement process?
{= Originator to approver to buyer to supplier
~Supplier to originator to approver to buyer
~Approver to originator to buyer to supplier
~Originator to buyer to approver to supplier}
E-procurement aims to improve performance of what is known as the 'five rights o
f purchasing'. One aim of e-procurement is increasing savings by sourcing items:
{~At the right price
= From the right source
~Of the right quantity
~Of the right quality}
Another aim of e-procurement is increased choice of supplier leading to sourcing
items:10:01 PM 6/7/2016
Delivered at the right time
From the right source
Of the right quantity
At the right price

Manufacturing sector companies includes


distribution companies
=textile companies
retailing companies
internet service providers

Merchandising sector companies includes


food processing companies
automotive companies
=distribution companies
advertising agencies

Service sector companies includes


cellular phone producers
= mutual fund companies
radio stations
wholesalers
Companies that buys raw materials and convert them into finished goods for cust
omers are included in
= manufacturing sector companies
merchandising sector companies
service sector companies
raw material companies

Companies that are part industry of service providers are


manufacturing sector companies
merchandising sector companies
=service sector companies
raw material companies

What perspective does Crosby adopt when defining quality?


Your Answer:
Fitness for purpose is the key.
Correct Answer:
Setting and meeting specifications is the critical issue.
In your answer, although fitness for purpose is the user's legitimate po
int of view, Crosby is not so concerned with it.

2.
Match the examples to costs of quality.
Option
Your Answer:
2.1
Incorrect

Re-inspection and investigation

Incorrect

Handling of returned items

Incorrect

Vendor rating

Incorrect

Specifying components, assemblies etc.

Incorrect

Inspection of purchased materials

Incorrect

Identification of customers' quality requirements

(blank)
2.2
(blank)
2.3
(blank)
2.4
(blank)
2.5
(blank)
2.6
(blank)
3.
Incorrect
If "quality is free", why do authorities recognise that
an improvement programme needs investment?
Your Answer:
Zero defects is not possible.
Correct Answer:
Reductions in prevention and appraisal costs lag behind investment in pr
evention.
ZD often refers to a very small defect rate and can be difficult to achi
eve. However, it does not relate to this question.
4.
Incorrect
is incorrect?

Which of Lister's statements about poor service quality

Your Answer:
Finding a substitute service is an important reason for a customer quitt
ing.

Correct Answer:
Among those who complain, few will do business again even though their c
omplaints are handled effectively.
For your choice, Lister said only about 1 in 20 cases.
5.
Incorrect
of product standards?

Which two of the following were not given as a weakness

Your Answer:
Simplicity
Correct Answers:
Not recognised internationally
Simplicity
Product standards are not simple! They are often criticised for their co
mplexity.
Standards are not simple and many are recognised.
6.
Correct

What does the term kaizen mean when applied to quality?

Your Answer:
Continuous improvement
Everyone should be involved in making small improvements.
7.
Incorrect
Which, according to our discussion, was not among the we
aknesses of the 1987 and 1994 versions of ISO 9000?
Your Answer:
Universality meant average.
Correct Answer:
Including broad dimensions of customer satisfaction within the quality d
efinition.
8.
Identify the labels in the outline model of the process-based qu
ality system.
ch6_fig6-3.gif
Option
Your Answer:
8.1
Incorrect

Measurement, analysis and improvement

Incorrect

Resource management

(blank)
8.2

(blank)
8.3
Incorrect

Continual improvement

Incorrect

Product realisation

Incorrect

Management responsibility

(blank)
8.4
(blank)
8.5
(blank)
9.
Incorrect
Which of the following was not given as a key feature of
Total Quality Management?
Your Answer:
Teamwork, trust and empowerment
Correct Answer:
Establishing clear specifications
See page 180 and the subsequent discussion.
10.
Incorrect
What human factors did Dawson see as posing problems for
the introduction of TQM?
Your Answer:
Hierarchical structures
Correct Answer:
TQM may make existing social tensions worse.
Dawson saw problems when structures separated workers, either by space (
different departments) or time (shift work).
11.
Correct

What do the initials of the PDCA cycle stand for?

Your Answer:
Plan, do, check, act
12.
Correct

ch6_fig6-7.gif

Of what is this diagram an example?


Your Answer:
Pareto curve
The curve represents a wide range of phenomena showing the 80/20 effect.
13.
Incorrect
Name the practice of examining the best practices in an
industry or in the world and using this knowledge as a basis for improvement.
Your Answer:

Pareto analysis
Correct Answer:
Benchmarking
You may be guessing wildly. See page 192-3 for an outline of benchmarkin
g.
14.
Incorrect
A control chart to record process performance usually id
entifies control limits and specification limits. Which one of the following is
true?
Your Answer:
Control charts require complex statistical analysis to set them up.
Correct Answer:
Control charts do not prevent poor quality output.
Charts can be very simple. That is one of the points about TQM.
15.
Match the examples of hard and soft thinking about service quali
ty, according to Vandermerwe.
Option
Your Answer:
15.1
Incorrect

Minimise variation

Incorrect

Measure attributes

Incorrect

Zero defects

Incorrect

Cause and effect

Incorrect

Fitness for purpose

Incorrect

Durability

(blank)
15.2
(blank)
15.3
(blank)
15.4
(blank)
15.5
(blank)
15.6
(blank)
16.

Incorrect

Which item is not among the SERVQUAL dimensions?

Your Answer:
Empathy
Correct Answer:
Quality
The dimensions are elements of service quality.
Question 1.
What perspective does Crosby adopt when defining quality?
Quality must be defined subjectively.
Fitness for purpose is the key.
Setting and meeting specifications is the critical issue.
All of these.
None of these.
End of Question 1
If "quality is free", why do authorities recognise that an improvement programme
needs investment?
It is never free.
Zero defects is not possible.
Reductions in prevention and appraisal costs lag behind investment in pr
evention.
There is an inevitable worsening of quality during periods of change.
End of Question 3

Question 4.
Which of Lister's statements about poor service quality is incorrect?
Open Hint for Question 4 in a new window.
Each complaint may hide many unresolved problems.
Finding a substitute service is an important reason for a customer quitt
ing.
Being upset at treatment is the main reason given for stopping business.
Among those who complain, few will do business again even though their c
omplaints are handled effectively.
Satisfied customers tell fewer people of their experience than dissatisf
ied ones do.
End of Question 4

Question 5.
Which two of the following were not given as a weakness of product standards?
Open Hint for Question 5 in a new window.
Applied only to some aspects of a product or service

Limited scope
Simplicity
Not recognised internationally
Limited application to assemblies
All of the above items are weaknesses.
End of Question 5

Question 6.
What does the term kaizen mean when applied to quality?
The place where activity takes place
Quality is everyone's job
Continuous improvement
Mutual dependence
Maintain a steady flow
None of the above.
End of Question 6

Question 7.
Which, according to our discussion, was not among the weaknesses of the 1987 and
1994 versions of ISO 9000?
Open Hint for Question 7 in a new window.
Weak links between product and process standards.
Universality meant average.
Insufficient guidance on improvement.
Including broad dimensions of customer satisfaction within the quality d
efini