ISBM / IIBMS / IIBM / ISMS / KSBM / NIPM
SMU / SYMBIOSIS / XAVIER / NIRM / PSBM
ISM / IGNOU / IICT / ISBS / LPU / ISM&RC
MBA - EMBA - BMS - GDM - MIS - MIB
DMS - DBM - PGDM - DBM - DBA
www.mbacasestudyanswers.com
ARAVIND 09901366442 -
09902787224
Examination Paper
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
Guidelines for paper
• Total No. of Questions is 100.
• The minimum passing marks is 50%.
• Each Question carries 1 mark.
• Answer all the Questions.
Multiple Choices: Total Marks: 100
1. In Total Quality Management, what does the ‘Quality’ word mean?
a) Degree of excellence a product or service
b) Degree of performance
c) Degree of work`
d) Strength of the company
2. 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
3. What could be the dimension of Quality?
a) Conformance
b) Durability
c) Aesthetics
d) All above
4. 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
1
IIBM Institute of Business Management
Examination Paper
5. The most important consideration of an effective TQM is
a) Maximize profit
b) Provide high quality
c) Customer satisfaction
d) Minimize expenses
6. 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
7. “……………….” is we, not me; mission, not my show; vision, not division; and community,
Not domicile.”
a) Democracy
b) Membership
c) Management
d) Leadership
8. 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
9. A body of principles or standards of human conduct that govern the behavior of individuals &
organizations.
a) Synergy
b) Ethics
c) Conduct
d) Nature
10. Quality is judged by
a) Manager
b) Director
c) Government
d) Customers
11. A desired future stage of an organization is
a) Policies
b) Mission
c) Value
d) Vision
2
IIBM Institute of Business Management
Examination Paper
12. A customer could be
a) Internal
b) External
c) Both (a) & (b)
d) None
13. A particular tool for obtaining opinions & perceptions about organizations its products &
services.
a) Customer questionnaire
b) Personal interview
c) Telephonic interview
d) All above
14. 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 use the product or services
c) Who takes the information about product
d) None
15. 90% of all customers contact comes through an organization’s
a) Front – line employees
b) Back – line employees
c) Manager
d) Director
16. The connection between customers satisfaction and the bottom line is
a) Customer interest
b) Customer retention
c) Customer requirement
d) None
17. A useful tool which provides information to improve processes an establish realistic goals
a) SERVQUAL
b) Quality function deployment
c) Gap analysis
d) None
18. Who said, “Customer don’t buy products, they buy result.”
a) Joseph J. Juran
b) Phillip B. Crosby
c) Peter Drucker
d) Will Rogers
3
IIBM Institute of Business Management
Examination Paper
19. 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
20. 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
21. 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
22. 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
23. The S.T.A.R. = ‘Suggestions’, ‘Team’, ‘Actions’, ‘…………..’.
a) Response
b) Reliability
c) Results
d) None
24. 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
25. The planning component of process involvement begins with
a) Internal customers
b) External customers
c) Both (a) & (b)
d) None
4
IIBM Institute of Business Management
Examination Paper
26. Which problem occurs, when a structured system having standardized inputs, processes, and
outputs is performing unacceptably from the user’s view point?
a) Unstructured problems
b) Product design problems
c) Compliance problems
d) Process design problems
27. PDSA stands for
a) Plan – Do – Study – Act
b) Process Development Structured Analysis
c) Both (a) & (b)
d) None
28. 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
29. The Greek symbol for the statistical measurement of dispersion called standard deviation
a) α
b) β
c) λ
d) σ
30. Competency levels of six sigma individuals use the Karate designations of
a) Green Belt
b) Black Belt
c) Master Black Belt
d) All above
31. The key element to a partnering relationship is
a) Long – term commitment
b) Trust
c) Shared vision
d) All above
32. 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
5
IIBM Institute of Business Management
Examination Paper
33. The fourth and final phase, i.e., 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
34. A supplier rating system is based on
a) Quality
b) Delivery
c) Service
d) All above
35. 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
36. OEMs must maintain supply chain development through
a) Zero defects
b) 100 % on time delivery
c) A process for continuous improvement
d) All above
37. 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
38. Costs can generally be considered the cost incurred for the inspection and/or test of purchased
suppliers or service to determine acceptability for use.
a) Operations appraisal costs
b) External appraisal costs
c) Miscellaneous quality evaluations
d) Purchasing appraisal costs
39. Purchasing failure cost are incurred due to
a) Defected item rejects
b) Purchased item rejects
c) Both (a) & (b)
d) None
6
IIBM Institute of Business Management
Examination Paper
40. The efficiency of a business is measured in terms of
a) Rupees
b) Paisa
c) Dollars
d) Pound
41. 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
42. 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
43. 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
44. 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
45. Benchmarking can be
a) Internal
b) Competitive
c) Process
d) All above
46. Technique of conducting original research is
a) Questionnaires
b) Site visits
c) Focus on groups
d) All above
7
IIBM Institute of Business Management
Examination Paper
47. Benchmarking is waste of time, if
a) Change does not occur as a result
b) Change occurs a result
c) There is no achievement
d) Can’t say
48. E – learning is offered in a variety of formats such as
a) CD – ROM based
b) LAN based
c) Web based
d) All above
49. The International Organization for Standardizations (ISO) was founded in Geneva, Switzerland,
in
a) 1952
b) 1948
c) 1961
d) 1946
50. The current quality system is
a) AS9100
b) ISO / TS 16949
c) TL 9000
d) All above
51. The supply chain is defined as
a) Suppliers → Organization → Customers
b) Organization → Suppliers → Customers
c) Suppliers → Customers → Organization
d) Organization → Customers → Suppliers
52. 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
53. Technical committee 207 (TC 207) is formed by
a) RAB
b) SAGE
c) ASQ
d) None
8
IIBM Institute of Business Management
Examination Paper
54. What is the global benefit of environmental management system?
a) Facilitate & remove trade barriers
b) Improve environmental performance of planet earth
c) Build consensus
d) All above
55. ‘Closely knit’ describes
a) TNC’s eternal relationship
b) TNC’s internal relationship
c) Both (a) & (b)
d) None
56. ………………, a golf equipment manufacturer recently was certified to both ISO 9000 & ISO
14000.
a) Escorts
b) Hyundai
c) Ping
d) Tata
57. To ensure that EMS conforms to plans & is being properly implemented & maintained, is the
purpose of
a) Records
b) EMS Audit
c) Monitoring & Measuring
d) Nonconformance & Corrective
58. The Quality Function Deployment uses, to express information
a) Algebric values
b) Numeric values
c) Alphanumeric values
d) None
59. Quality Function deployment is a planning tool used to
a) Maximizing the profit
b) Minimizing the expenses
c) Fulfill customer expectations
d) Making goodwill
60. Which source of customers describes their expectations?
a) Voice of customers
b) Actions of customers
c) Nature of customers
d) All above
9
IIBM Institute of Business Management
Examination Paper
61. 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
62. The primary planning tool used in QFD is
a) QC
b) Gap Analysis
c) Benchmarking
d) HOQ
63. 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
64. 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
65. The benefit of Quality by Design techniques is
a) Faster production development
b) Better quality
c) Less work in progress
d) All above
66. Tools which are mostly used in quality be design technique
a) CAD
b) CAM
c) Both (a) & (b)
d) None
67. A software which provides a means for individuals to communicate their opinions within a group
in a structured & creative manner is
a) Enterprise resource planning software
b) Product data management software
c) Electronic meeting software
d) None
10
IIBM Institute of Business Management
Examination Paper
68. The finite element analysis software packages are3 widely regarded as the most powerful tool
available for
a) A design engineer
b) Documentation
c) Production
d) All above
69. FMEA. Is an analytical technique to identify foreseeable failure modes of a product or process &
plan for their elimination stands for
a) Failure Modification & Effect Analysis
b) Foreign Money Exchange and Analysis
c) Failure Mode & Effect Analysis
d) None
70. The type of FMEA is
a) Design FMEA
b) Process FMEA
c) Equipment FMEA
d) All above
71. How many stages of FMEA?
a) 8
b) 6
c) 4
d) 3
72. The effective of failure as perceived by the customer are called
a) Minor effect(s) of failure
b) Potential effect(s) of failure
c) High effe4ct(s) of failure
d) All above
73. Which section of the document is a relative of the assessment of the ability of the design control
to detect either a potential cause or the subsequent failure mode before the component, sub
system, or system is completed for production.
a) Occurrence(O)
b) Classification (CLASS)
c) Detection (D)
d) Security (S)
74. The concept ‘Caveat Emptor’, that resulted from Adam Smith’s “invisible Hand” theory of
commercial regulation, means
a) Let the buyers beware
b) Let the seller beware
11
IIBM Institute of Business Management
Examination Paper
c) Let the consumer beware
d) Let the government beware
75. The first requirement of an expert technical witness is to be ……………………… in the area of
testimony.
a) Non – technical
b) Perfect
c) Technically competent
d) Knowledgeable
76. 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
77. If the product is referred to as “safe” & a person is injured that action establishes that the product
is
a) Good
b) Best
c) Defective
d) Not safe
78. A communication between market place and the organization concerning the performance of the
product is
a) A complaint
b) A claim
c) Both (a) & (b)
d) None
79. An adequate prevention program can substantially reduce the risk of damaging litigation. This
statement is as same as proverb
a) A ounce of prevention is worth a pound of cure
b) Barking dogs seldom bite
c) Old is gold
d) Two birds with single stone
80. The goal of TPM is
a) Maintaining & improving equipment capacity
b) Maintaining equipment for life
c) Encouraging input from all employees
d) All above
12
IIBM Institute of Business Management
Examination Paper
81. 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
82. A tool, which could be a key to finding the root cause of a problem by focusing on the process
rather than on people is
a) Brain storming
b) Why Why tool
c) CAM
d) Tree Diagram
83. A tool, which is used to reduce any broad objective into increasing levels of details in order to
achieve the objective is
a) Matrix Diagram
b) Tree Diagram
c) Brain storming
d) Why Why tool
84. 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
85. The tool which can be used in a wide variety of situations and are simple to use by individuals
and / or teams is
a) Why Why tool
b) Forced Field Analysis
c) Nominal Group Technique
d) All above
86. The activity network diagram is also known as
a) PERT
b) CPM
c) Arrow diagram
d) All above
87. PDPC stands for
a) Process Decision Program Chart
b) Practice Decision Program Chart
c) Process Development
d) Path Decision Process Chart
13
IIBM Institute of Business Management
Examination Paper
88. A Pareto diagram is a
a) Ending Process
b) Critical Process
c) Never Ending Process
d) Easy Process
89. Diagrams, which are used to investigate either a “bad” effect and to take action to correct the
cause that are effe4ct & to learn those causes that are responsible
a) Pareto diagrams
b) Tree diagrams
c) PERT diagrams
d) Cause & Effect diagrams
90. Which is the first “statistical” SPC technique?
a) Histogram
b) Ungrouped Data
c) Check Sheets
d) None
91. An arrangement of raw numerical data in ascending or descending order of magnitude is
a) Structure
b) Link List
c) Queue
d) Array
92. Statistics is defined as the science that deals with
a) Collection
b) Tabulation
c) Presentation
d) All above
93. Which tool of statistics describes how the data are spread out or scattered on which each side of
central value?
a) Measures of dispersion
b) Forced field analysis
c) Nominal group technique
d) Tree diagram
94. Experimental design can be used to
a) Improve a process by increasing its performance and
Eliminate troubles
b) Identify the variables to control the process
c) Improve an existing product or develop a new product
d) All above
14
IIBM Institute of Business Management
Examination Paper
95. A statistical decision making process in which inferences are made about the population from a
sample is
a) Hypothesis Testing
b) Orthogonal Design
c) t- reference Distribution
d) None
96. 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
97. In any statistical study, analysis & calculations yield a single point or value, which is called a
a) Point estimate
b) Analytical point
c) Full factor
d) None
98. Which is a stage of product development?
a) Process design
b) Product design
c) Production
d) All above
99. Which is the fundamental part of the Taguchi approach?
a) Iron casting
b) Grill
c) Parameter design
d) Confirmation run
100. An ongoing process that must occur if an organization is to continue to exist in the competitive
world is called
a) Change
b) Renewal
c) Enhancement
d) None
15
IIBM Institute of Business Management
ISBM / IIBMS / IIBM / ISMS / KSBM / NIPM
SMU / SYMBIOSIS / XAVIER / NIRM / PSBM
ISM / IGNOU / IICT / ISBS / LPU / ISM&RC
MBA - EMBA - BMS - GDM - MIS - MIB
DMS - DBM - PGDM - DBM - DBA
www.mbacasestudyanswers.com
ARAVIND 09901366442 -
09902787224
No comments:
Post a Comment