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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
Closing the discussion
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

Deming’s 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 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-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?
Select correct option:
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

Deming’s 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
·
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
·
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 ____________.
·
8
·
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 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 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 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
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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.
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
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Solution of Quiz
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
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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 company’s 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 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

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
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

you classify corporate goals measurement?
The customer perspective
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 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
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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 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
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).
Shewhart’s
Deming’s
Juran’s
Crosby’s
__________ 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
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 café 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?
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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 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 (
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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How was quality ensured for unique products manufactured in the 1800s?

How was quality ensured for unique products manufactured in the 1800s?

meo786

Muhammad Afzal Meo

MGMT 510 TQM All Quiz

What does the transcendent view imply for high quality?

During which century, the manufacturers began to

Taguchi suggested that loss in a process is increased

The products manufactured during 1800s were unique. How

Which of the following is typically viewed to lie

Supply chain management ??

Production chain management

Value chain management

Demand chain management

The majority of advertisers appeal the public on the

Total Quality model

What is the relationship between Ishikawa and Deming?

Son and father

Nephew and uncle

Grandson and grandfather

Which of the following was developed by Motorola to

What was the primary concern of managers during 1980s?

You can ask direct questions to quiet people and try to

Keeping the group focused

Some organizations emphasizes the use of quality tools

Focus on what is truly important to the distributors

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

Closing the discussion

Asking for clarification

Testing for consensus

Total Quality model

Marketing research carried out to know whether the

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

Increasing conformance to specifications through

Increasing loss, for the producer, the customer, and

All of the following are the elements of a TQM system

The standards for output based on quality and

Nov 20, 2009 11:59 PM

Which of the following refers to SIPOC

A high-level process map

Everyone in the organization

Which of the following is required for meeting and

Which one of the following depicts feature, which is a

Which of the following can help to eliminate fear and

Which of the following focuses on results, not process,

Typical American MBO system

Which of the following statements, in relation to

They see events as individuals’ incidents rather than the net

They do not know the

They create cynicism,

They do not understand the

Who made some salient observations about the failure to