IIBM – Total Quality Management Answer sheet
IIBM – Total Quality Management Answer sheet 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 [/nextpage] [nextpage title=”Multiple Choices” ] 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
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