IIBM – Total Quality Management Answer sheet
IIBM – Total Quality Management Answer sheet
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IIBM MBA CASE LETS ANSWER SHEETS
Q1. In Total Quality Management, what does the ‘Quality’ word mean?
- a) Degree of excellence in a product or service
- b) Degree of performance
- c) Degree of work`
- d) Strength of the company
Q2. Quality can be quantified as :
- a) Q = P % E
- b) Q = P / E
- c) Q = P * E
- d) None Where P = Performance, and E = Expectations
Q3. What could be the dimension of Quality?
- a) Conformance
- b) Durability
- c) Aesthetics
- d) All above
Q4. An effective TQM program is often referred to as :
- a) Listening to the voice of consumers
- b) Listening to the voice of customers
- c) Both (a) & (b)
- d) None
Q5. The most important consideration of an effective TQM is
- a) Maximize profit
- b) Provide high quality
- c) Customer satisfaction
- d) Minimize expenses
Q6. Who said this, “Even if you’re on the right track, you’ll get run over if you just sit there.”a) Will Rogers
- b) Shewhart
- c) Joseph M. Juran
- d) Phillip B. Crosby
Q7. “……………….” is we, not me; mission, not my show; vision, not division; and community, Not domicile.”
- a) Democracy
- b) Membership
- c) Management
- d) Leadership
Q8. Knowledge is what to do; the desire is the motivation or wants to do; and the skill is the…..
- a) When to do?
- b) How to do?
- c) What to do
- d) None
Q9. A body of principles or standards of human conduct that govern the behavior of individuals & organizations.
- a) Synergy
- b) Ethics
- c) Conduct
- d) Nature
Q10. Quality is judged by
- a) Manager
- b) Director
- c) Government
- d) Customers
Q11. A desired future stage of an organization is
- a) Policies
- b) Mission
- c) Value
- d) Vision
Q12. A customer could be
- a) Internal
- b) External
- c) Both (a) & (b)
- d) None
Q13. A particular tool for obtaining opinions & perceptions about organizations products & services.
- a) Customer questionnaire
- b) Personal interview
- c) Telephonic interview
- d) All above
Q14. Clients are the people for whom the company doing the survey, and customers are the ones
- a) Who checks the product or services
- b) Who uses the product or services
- c) Who takes the information about the product
- d) None
Q15. 90% of all customer contact comes through an organization’s
- a) Front–line employees
- b) Back–line employees
- c) Manager
- d) Director
Q16. The connection between customer satisfaction and the bottom line is
- a) Customer interest
- b) Customer retention
- c) Customer requirement
- d) None
Q17. A useful tool that provides information to improve processes and establish realistic goals
- a) SERVQUAL
- b) Quality function deployment
- c) Gap analysis
- d) None
Q18. Who said, “Customer don’t buy products, they buy result.”
- a) Joseph J. Juran
- b) Phillip B. Crosby
- c) Peter Drucker
- d) Will Rogers
Q19. A document that defines the team’s mission, boundaries, the background of the problem, team’s authority, duties and resources.
- a) Sponsor
- b) Team charter
- c) Team manager
- d) Team leader
Q20. When one person proposes a decision and another agrees, we have the
- a) Non-decision
- b) Minority rule decision
- c) Unilateral decision
- d) Handclasp decision
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Q21. Item that includes a process, such as brainstorming, affinity diagram, discussion, the presenters and times guidelines is
- a) Company’s logo
- b) Company’s Name
- c) An agenda
- d) Moto
Q22. The most difficult stage as members start to realize the amount of works that lies ahead is
- a) Forming
- b) Worming
- c) Performing
- d) Storming
Q23. The S.T.A.R. = ‘Suggestions’, ‘Team’, ‘Actions’, ‘…………..’.
- a) Response
- b) Reliability
- c) Results
- d) None
Q24. An ongoing process that must occur if an organization is to continue to exist in the competitive world is
- a) Change
- b) Repair
- c) Revenue
- d) None
Q25. The planning component of process involvement begins with
- a) Internal customers
- b) External customers
- c) Both (a) & (b)
- d) None
Q26. Which problem occurs, when a structured system having standardized inputs, processes, and outputs is performing unacceptably from the user’s viewpoint?
- a) Unstructured problems
- b) Product design problems
- c) Compliance problems
- d) Process design problems
Q27. PDSA stands for
- a) Plan – Do – Study – Act
- b) Process Development Structured Analysis
- c) Both (a) & (b)
- d) None
Q28. Kaizen improvement focuses on which principle to produce only the units in the right quantities, at the right time, and with the right resources.
- a) Do–it–fast
- b) Just–in–time
- c) Both (a) & (b)
- d) None
Q29. The Greek symbol for the statistical measurement of dispersion called standard deviation
- a) α
- b) β
- c) λ
- d) σ
Q30. Competency levels of Six Sigma individuals use the Karate designations of
- a) Green Belt
- b) Black Belt
- c) Master Black Belt
- d) All above
Q31. The key element to a partnering relationship is
- a) Long–term commitment
- b) Trust
- c) Shared vision
- d) All above
Q32. Sourcing, which is the use of two or more suppliers for an item is
- a) Sole sourcing
- b) Multiple sourcing
- c) Single sourcing
- d) None
Q33. The fourth and final phase, i.e., the identity check occurs
- a) When the customers perform identity checks
- b) When the suppliers perform identity checks
- c) When both the customers & suppliers perform identity checks
- d) None
Q34. A supplier rating system is based on
- a) Quality
- b) Delivery
- c) Service
- d) All above
Q35. The score of a supplier can be calculated as
- a) Performance matrix * price index
- b) Target price * actual price
- c) Performance matrix * actual price
- d) None
Q36. OEMs must maintain supply chain development through
- a) Zero defects
- b) 100 % on-time delivery
- c) A process for continuous improvement
- d) All above
Q37. A technique of ‘Performing Measure Presentation’ benchmarks the process & shows favorable & unfavorable trends in the measure
- a) Control chart
- b) Time service graph
- c) Capability index
- d) Cost of poor quality
Q38. Costs can generally be considered the cost incurred for the inspection and/or test of purchased suppliers or services to determine acceptability for use.
- a) Operations appraisal costs
- b) External appraisal costs
- c) Miscellaneous quality evaluations
- d) Purchasing appraisal costs
Q39. Purchasing failure costs are incurred due to
- a) Defected item rejects
- b) Purchased item rejects
- c) Both (a) & (b)
- d) None
Q40. The efficiency of a business is measured in terms of
- a) Rupees
- b) Paisa
- c) Dollars
- d) Pound
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Q41. An annual award to recognize U.S. organizations for performance excellence
- a) Golden Peacock Award
- b) IMC Ramakrishna Bajaj National Award
- c) Malcolm Baldrige National Award
- d) None
Q42. In the implementation of a quality cost program, to determine if the program can be beneficial to the organization is
- a) Last step
- b) First step
- c) Second step
- d) None
Q43. An increasingly popular tool, used extensively by both manufacturing & service organizations, including Xerox, AT&T, Motorola, Ford & Toyota to reach at a target point
- a) SERQUAL
- b) Benchmarking
- c) QFD
- d) QC
Q44. When deciding what to benchmark, it is best to begin by thinking about the
- a) Mission and vision
- b) Vision and critical success factors
- c) Vision
- d) Mission and critical success factors
Q45. Benchmarking can be
- a) Internal
- b) Competitive
- c) Process
- d) All above
Q46. The technique of conducting original research is
- a) Questionnaires
- b) Site visits
- c) Focus on groups
- d) All above
Q47. Benchmarking is a waste of time, if
- a) Change does not occur as a result
- b) Change occurs as a result
- c) There is no achievement
- d) Can’t say
Q48. E – E-learning is offered in a variety of formats such as
- a) CD – ROM based
- b) LAN based
- c) Web-based
- d) All above
Q49. The International Organization for Standardizations (ISO) was founded in Geneva, Switzerland, in
- a) 1952
- b) 1948
- c) 1961
- d) 1946
Q50. The current quality system is
- a) AS9100
- b) ISO / TS 16949
- c) TL 9000
- d) All above
Q51. The supply chain is defined as
- a) Suppliers → Organization → Customers
- b) Organization → Suppliers → Customers
- c) Suppliers → Customers → Organization
- d) Organization → Customers → Suppliers
Q52. Which is not a step of ‘Implementation’ of a Quality Management System?
- a) Top Management Commitment
- b) Appoint an implementation team
- c) Writing the documents
- d) Appoint the management representatives
Q53. Technical Committee 207 (TC 207) is formed by
- a) RAB
- b) SAGE
- c) ASQ
- d) None
Q54. What is the global benefit of an environmental management system?
- a) Facilitate & remove trade barriers
- b) Improve the environmental performance of planet earth
- c) Build consensus
- d) All above
- a) TNC’s eternal relationship
- b) TNC’s internal relationship
- c) Both (a) & (b)
- d) None
Q56. ………………, a golf equipment manufacturer recently certified to both ISO 9000 & ISO 14000.
- a) Escorts
- b) Hyundai
- c) Ping
- d) Tata
- a) Records
- b) EMS Audit
- c) Monitoring & Measuring
- d) Nonconformance & Corrective
Q58. The Quality Function Deployment is used, to express information
- a) Algebraic values
- b) Numeric values
- c) Alphanumeric values
- d) None
Q59. Quality Function deployment is a planning tool used to
- a) Maximizing the profit
- b) Minimizing the expenses
- c) Fulfill customer expectations
- d) Making goodwill
Q60. Which source of customers describes their expectations?
- a) Voice of customers
- b) Actions of customers
- c) Nature of customers
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Q61. Which method is well-suited for gathering a large amount of data?
- a) Interrelationship diagram
- b) Tree diagrams
- c) Cause – and – Effect diagrams
- d) All above
Q62. The primary planning tool used in QFD is
- a) QC
- b) Gap Analysis
- c) Benchmarking
- d) HOQ
Q63. The absolute weight is calculated by
- a) AW = (Importance to customer)*(scale up factor)*(sales points)
- b) AW = (Importance to customer)*(scale up factor)
- c) AW = (scale up factor)*(sales points)
- d) None
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Q64. Why the term ‘Sequential Engineering’ is used?
- a) To describe the profit
- b) To describe the process
- c) To describe the performance
- d) To describe the quality
Q65. The benefit of Quality by Design techniques is
- a) Faster production development
- b) Better quality
- c) Less work in progress
- d) All above
Q66. Tools that are mostly used in quality design technique
- a) CAD
- b) CAM
- c) Both (a) & (b)
- d) None
- a) Enterprise resource planning software
- b) Product data management software
- c) Electronic meeting software
- d) None
- a) A design engineer
- b) Documentation
- c) Production
- d) All above
- a) Failure Modification & Effect Analysis
- b) Foreign Money Exchange and Analysis
- c) Failure Mode & Effect Analysis
- d) None
Q70. The type of FMEA is
- a) Design FMEA
- b) Process FMEA
- c) Equipment FMEA
- d) All above
- a) Design FMEA
- b) Process FMEA
- c) Equipment FMEA
- d) All above
- a) 8
- b) 6
- c) 4
- d) 3
Q72. The effectiveness of failure as perceived by the customer is called
- a) Minor effect(s) of failure
- b) Potential effect(s) of failure
- c) High effe4ct(s) of failure
- d) All above
- a) Occurrence(O)
- b) Classification (CLASS)
- c) Detection (D)
- d) Security (S)
- a) Let the buyers beware
- b) Let the seller beware
- c) Let the consumer beware
- d) Let the government beware
- a) Non–technical
- b) Perfect
- c) Technically competent
- d) Knowledgeable
Q76. Technique, which is a product safety design technique is
- a) Fault-free analysis
- b) Fail–safe concepts
- c) Coded identifications for traceability
- d) All above
- a) Good
- b) Best
- c) Defective
- d) Not safe
- a) A complaint
- b) A claim
- c) Both (a) & (b)
- d) None
- a) An ounce of prevention is worth a pound of cure
- b) Barking dogs seldom bite
- c) Old is gold
- d) Two birds with a single stone
- a) Maintaining & improving equipment capacity
- b) Maintaining equipment for life
- c) Encouraging input from all employees
- d) All above
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Q81. Operating time can be calculated as
- a) T = P + D
- b) T = D – P
- c) T = P – D
- d) T = P * D Where P = Planned operating time, D = Downtime
Q82. A tool, that could be a key to finding the root cause of a problem by focusing on the process rather than on people is
- a) Brainstorming
- b) Why Why tool
- c) CAM
- d) Tree Diagram
- a) Matrix Diagram
- b) Tree Diagram
- c) Brainstorming
- d) Why Why tool
Q84. Prioritization matrices based on weighted criteria using a combination of
- a) Tree & Matrix Diagram
- b) Tree & Affinity Diagram
- c) Affinity & Matrix Diagram
- d) Brainstorming & Why Why Tool
- a) Why Why tool
- b) Forced Field Analysis
- c) Nominal Group Technique
- d) All above
Q86. The activity network diagram is also known as
- a) PERT
- b) CPM
- c) Arrow diagram
- d) All above
- a) Process Decision Program Chart
- b) Practice Decision Program Chart
- c) Process Development
- d) Path Decision Process Chart
- a) Ending Process
- b) Critical Process
- c) Never Ending Process
- d) Easy Process
- a) Pareto diagrams
- b) Tree diagrams
- c) PERT diagrams
- d) Cause and effect diagrams
Q90. Which is the first “statistical” SPC technique?
- a) Histogram
- b) Ungrouped Data
- c) Check Sheets
- d) None
Q91. An arrangement of raw numerical data in ascending or descending order of magnitude is
- a) Structure
- b) Link List
- c) Queue
- d) Array
Q92. Statistics is defined as the science that deals with
- a) Collection
- b) Tabulation
- c) Presentation
- d) All above
- a) Measures of dispersion
- b) Forced field analysis
- c) Nominal group technique
- d) Tree diagram
Q94. Experimental design can be used to
- a) Improve a process by increasing its performance and Eliminating troubles
- b) Identify the variables to control the process
- c) Improve an existing product or develop a new product
- d) All above
- a) Hypothesis Testing
- b) Orthogonal Design
- c) t- reference Distribution
- d) None
Q96. What does the word ‘Orthogonal’ mean?
- a) The final product is experimented
- b) The design of the actual product is based
- c) The experimental design is balanced
- d) None
- a) Point estimate
- b) Analytical point
- c) Full factor
- d) None
Q98. Which is a stage of product development?
- a) Process design
- b) Product design
- c) Production
- d) All above
Q99. Which is the fundamental part of the Taguchi approach?
- a) Iron casting
- b) Grill
- c) Parameter design
- d) Confirmation run
- a) Change
- b) Renewal
- c) Enhancement
- d) None
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