mgt510 amega file for mid term papers quizzes

8/13/2019 MGT510 Amega File for MiD Term Papers Quizzes

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MIDTERM EXAMINATIONSpring 2009

MGT510- Total Quality Management (Session - 2)

Question No: 1 ( Marks: 1 ) - Please choose one

o! can the "ualit# $e co%&ute'

Quality = Expe tation!"er#orman e

Qualit# Per*or%ance+ E,&ectation

Quality = "er#orman e$Expe tation

Quality = "er#orman e-Expe tation


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Question No: ( Marks: 1 ) - Please choose one

.houl' #ou *or/et the &ro$le% once sol0e'

%o& it mig't go rong again

No there %i/ht still $e !a#s to i%&ro0e it

es& an* mo+e on to t'e next pro,lem

es& an* on entrate on maximi ing pro*u tion


3hich o* the *ollo!in/ re*ers that %ana/ers are notres&onsi$le *or e,ecution o* !ork $ut res&onsi$le *or ho! the !ork is 'one

.perations management

Quality management

.cienti*ic %ana/e%ent

/ureau rati management


The custo%er 0alue strate/# inclu'es all o* the *ollo!in/EX5EPT:

"ro*u t 'ara teristi s

6aster 'eli0er#

Support ser+i es

ttri,utes


3ho !as the ke# internal stakehol'er in the ol' &ara'i/%


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One8s $oss

.ne s supplier

.ne s ustomer

.ne s asso iates


3hich o* the *ollo!in/ is the correct se"uence o* anor/ani ation8s su&&l# chain

Trans#ormation pro ess& *eli+ery to ustomers& a uisition o#resour es

Trans#ormation pro ess& a uisition o# resour es& *eli+ery toustomers

3eli+ery to ustomers& a uisition o# resour es&trans#ormation pro ess

Ac"uisition o* resources trans*or%ation &rocess'eli0er# to custo%ers

Question No: ; ( Marks: 1 ) - Please choose one

Accor'in/ to


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3hat is the *ocus o* total "ualit# a&&roach

?on/-ter% &ro*its an' continuous i%&ro0e%ent

S'ort-term pro#its an* irregular impro+ement

6ong-term pro#its an* irregular impro+ement

S'ort-term pro#its an* ontinuous impro+ement

Question No: @ ( Marks: 1 ) - Please choose one

3hat is continuous i%&ro0e%ent

large-s ale system #or relia,le supply o# large amounts o#uninterrupte* po er

A *uture-oriente' &ers&ecti0e !here *oun'ation 'ecisionsare %a'e $ase' onanal#sis

7se* in t'e ,roa* sense to mean pla ing *ata an*meta*ata in a pro*u t at one or more *ata sites

part o# t'e management& sustaine*& gra*ual 'angein lu*es onstan y o#

purpose


Durin/ 1@@ s !hich o* the *ollo!in/ institutions $e/an to &a#increase' attention to"ualit#

E*u ation an* 'ealt' are only

E'ucation health care an' /o0ern%ent

ealt' are an* go+ernment only


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Go+ernment an* #inan ial institutions only


3hat is the nature o* total "ualit# a&&roach

n organi ation-,ase* system

A &eo&le-*ocuse' %ana/e%ent s#ste%

s ien e-oriente* pro ess

'ome-,ase* system


3hat 'oes the ter% &rocess %ean

T'e gui*an e an* ontrol o# a tion re uire* to exe ute a program

T'e a t o# entering into or t'roug' somet'ing

A se"uence o* acti0ities inten'e' to achie0e so%e results

T'e or*er in 'i ' *etails are pla e* in a pie e o# riting


3hich o* the *ollo!in/ con'itions is in0ol0e' in the &rocess*or e0er# %aBor acti0it#!ithin an or/ani ation

E+ery ma8or a ti+ity mounts tra*itional organi ational ,oun*aries

E+ery ma8or a ti+ity mounts mo*ern organi ational ,oun*aries

E+ery ma8or a ti+ity rosses mo*ern organi ational ,oun*aries


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E+ery ma8or a ti+ity rosses tra*itional organi ational ,oun*aries


3hich o* the *ollo!in/ %ost likel# a**ects the relia$ilit#an' %aintenance

characteristics o* a &ro'uct or ser0ice

"ri e

Desi/n

4on ept

a,ri ation


3hat are the i'eal 0alues *or !hich &ro'uction stri0es

Means

Tolerances

Targets

Measurements


o! o*ten %ust &eo&le think o* continuous i%&ro0e%ent

E+ery ee:

E0er# %inute

E+ery mont'

E+ery year


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Question No: 1; ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ is TRCE a$out "ualit#

;e#ers to t'e properties o# t'e measurement su ' as pre ision& ,ias& *ete tion limit&an* ot'er rele+ant measures

T'e aspe t in 'i ' a t'ing is measura,le in terms o#greater& less& or e ual or o#

in reasing or *e reasing magnitu*e

5on*or%ance to re"uire%ents an' the totalit# o**eatures an' characteristics o* a&ro'uct or ser0ice that $ear on its a$ilit# to satis*# state' ori%&lie' nee's

T'e totality o# #eatures an* 'ara teristi s o# a pro*u tor ser+i e t'at ,ear on itsa,ility to satis#y state* or implie* nee*s

Question No: 1> ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ re*ers to the conse"uences that'etract *ro% %eetin/ one8snee's

%on on#orman e

4on#orman e

3issatis#iers

.acri*ices

Question No: 1@ ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ consi'ers "ualit# as a *it *or use

Pro'ucer s 0ie!


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4ustomer0s

1950s

1@> s


Accor'in/ to De%in/ chain reaction an' &ro*ita$ilit# an'i%&ro0e%ent in "ualit#lea's to lo!er cost 'ue to !hich o* the *ollo!in/

?ess re!ork *e!er %istakes an' *e!er 'ela#s an'sna/s

More re or:& more mista:es an* more *elays an* snags

More re or:& more mista:es an* #e er *elays an* snags

e er *elays an* snags& more mista:es an* less re or:

Question No: ( Marks: 1 ) - Please choose one

The "ualit# /urus &ro%ote' /ui'in/ &rinci&les o* total"ualit# 3hat !ere theirinsi/hts *or "ualit#

Measurement& management& an* impro+ement


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Measurement& ontrol an* management

Management& planning& an* impro+ement

Management& ontrol& an*impro+ement


3hen !ere the $eha0ioral theories 'e0elo&e'

19>0s

19?0s

1950s

1@9 s


The e%&eror !ho a!ar'e' Furan !ith GOr'er o* the .acre'Treasure %e'al8$elon/e' to !hich countr#

%or ay

@or*on

3enmar:

Fa&an


3hich o* the *ollo!in/ "ualit# lea'ers sai' that "ualit# is*ree an' con*or%ance tocusto%er re"uire%ents

rman* eigen,aum

A E* ar*s 3eming


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@osep' @uran

Phili& 5ros$#


Furan a'0ocates a ne0er-en'in/ s&iral o* acti0ities thatinclu'es all o* the *ollo!in/EX5EPT:

"ro*u t *e+elopment

or:ers

Ins&ection an' testin/

"ur 'asing

Question No: ; ( Marks: 1 ) - Please choose one

In TQM !hat 'oes the acron#% MHNQA stan' *or

Malcol% Hal'ri/e National Qualit# A!ar'

Maslo /loom %ational Quantity ar*

Mary,et' /an*it %ational Quality ar*

Me*i are /ene#its %ational Quality ar*

Question No: > ( Marks: 1 ) - Please choose one

The E6QM E,cellence Mo'el re*ers its scorin/ %etho'olo/#as RADAR 3hat 'oesRADAR stan' *or

Results A&&roach De&lo#%ent Assess%ent an' Re0ie!

;a*io 3ete tion an* ;anging& ;ig'ts& +aila,ility&3istri,ution nalysis an*

;eporting


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;ele+ant& ppropriate& 3istin ti+e& 'ie+a,le an* ;ealisti

;esear '& ttitu*e& 3eli+ery& ttitu*e an* ;elations'ips

Question No: @ ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ &ro0i'es /ui'elines *or au'it in/"ualit# %ana/e%ent an'+oren0iron%ental %ana/e%ent s#ste%s

BS. 19011

BS. 900?

BS. 9001

I.O @


3hich o* the *ollo!in/ %o'els 'oes not re*lect &rocessesat a 'etaile' le0el $utco0ers all the contents o* the I.O .tan'ar'

Mo'el o* a &rocess-$ase' "ualit# %ana/e%ent s#ste%

"ro*u t-,ase* en+ironmental management system

"ro*u t-,ase* assuran e mo*el

T'e European oun*ation Quality mo*el

Question No: 21 ( Marks: 7 )

Furan 'e*ines "ualit# as itness *or use 5o%%ent on thisstate%ent

Question No: 2 ( Marks: 1 )

?ist 'o!n the &rinci&les o* total "ualit# E,&laincontinuous i%&ro0e%ent an'learnin/ &rinci&le (Marks 9J4)


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Total Qualit# Mana/e%ent K MLT71

Qui es cession s&rin/- 1

.ol0e' $# Tari" Meh%oo'

Note: 5hoices !ith %arke' are 0eri*ie' ans!ers

Qui no 1

Question C 1 o# 15 ( Start timeD 11D02D05 "M ) Total Mar:sD 1

Bn total uality perspe ti+e& uality planning& an* strategi ,usiness planning are treate*as 'i ' o# t'e #ollo ing

3i##erent

5onsistent

Bn*istinguis'a,le

3issimilar

Question C 2 o# 15 ( Start timeD 11D0>D1> "M ) Total Mar:sD 1

T'e mar:eting team o# a ompany arrie* out a sur+ey on erning expe tations o# t'e

ustomers #rom t'e pro*u tA 'at s'oul* ,e t'e pro*u t *e+elopment *epartment o# t'eompany *esign

The &ro'uct %eetin/ re"uire%ents o* the custo%ers

T'e pro*u t meeting re uirements o# t'e *istri,utors

T'e pro*u t meeting re uirements o# t'e management

T'e pro*u t meeting re uirements o# t'e s'are'ol*ers


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Question C > o# 15 ( Start timeD 11D0?D29 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing results in lo osts

i/h &ro'ucti0it# an' hi/h ca&acit# utili ation

6o pro*u ti+ity an* lo apa ity utili ation

6o pro*u ti+ity an* 'ig' apa ity utili ation

ig' pro*u ti+ity an* lo apa ity utili ation

Question C ? o# 15 ( Start timeD 11D05D>5 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing are generally easy to *ete t using statisti al met'o*s& an* it isusually e onomi al to remo+e t'em

5o%%on causes

Spe ial auses

Bmpli it auses

ssigna,le auses

Question C 5 o# 15 ( Start timeD 11D0FD10 "M ) Total Mar:sD 1

'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a *imension o# uality

"ro*u t loo:s an* soun*s

/ran* name an* pri e

/ells an* 'istles o# t'e pro*u t

A$ilit# to re&air a &ro'uct


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Question C o# 15 ( Start timeD 11D0HD>F "M ) Total Mar:sD 1

3uring 'i ' entury& t'e manu#a turers ,egan to in lu*e uality pro esses in uality pra ti es

1Ft' entury

1Ht' entury

19t' entury

th centur#

Question C F o# 15 ( Start timeD 11D09D?F "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing mo*els 'as t'e +ie point t'at 'ange an* learning are +alue* int'emsel+es

Or/anis% %o'el

Me 'anisti mo*el

4ultural mo*el

Total Quality mo*el

Question C H o# 15 ( Start timeD 11D11D19 "M ) Total Mar:sD 1

#ter t'e ar& 3eming as in+ite* to 'i ' o# t'e #ollo ing ountries

Germany

Fa&an

ran e


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4'ina

Question C 9 o# 15 ( Start timeD 11D12D? "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements is T;7E #or t'e organi ations #o using pro,lem-sol+ing an* ontinuous impro+ement

ail to emp'asi e error pre+ention an* *esign uality

6ail to *ocus on !hat is trul# i%&ortant to the custo%er

ail to i*enti#y t'e ,est times a,out t'e situation in t'e past

ail to integrate all organi ational #un tions

Question C 10 o# 15 ( Start timeD 11D1?D0 "M ) Total Mar:sD 1

Quality applies to 'i ' aspe t(s) o# t'e organi ation

"ro*u ts only

"ro*u ts an* ser+i es

"eople an* pro*u t

Pro'ucts ser0ices an' &eo&le

Question C 11 o# 15 ( Start timeD 11D1?D>H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements 'ol*s true #or uality assuran e

Top management


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Actions to &ro0i'e con*i'ence o* satis*#in/ "ualit# re"uire%ents

;esponsi,ilities an* pro esses& 'i ' implement uality management

Question C 12 o# 15 ( Start timeD 11D1 D0H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing mo*els re#le t 'ori ontal pro esses ,eginning it' suppliers an*en*ing it' ustomers

.rganism mo*el

Me 'anisti mo*el

4ultural mo*el

Total Qualit# %o'el

Question C 1> o# 15 ( Start timeD 11D1FD1? "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is on erne* a,out uality #or a 'ie+ement o# TQM

T'e Managing 3ire tor

T'e .perati+e

T'e Quality Manager

E0er#one in the or/ani ation

Question C 1? o# 15 ( Start timeD 11D1HD>9 "M ) Total Mar:sD 1

'i ' one o# t'e #ollo ing *epi ts *ura,ility I a *imension o# uality

Exterior #inis'


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Quality o# or:

Cse*ul li*e

Ease o# repair

Question C 15 o# 15 ( Start timeD 11D19D> "M ) Total Mar:sD 1

J%ot gi+ing respe t to ot'er people s ontri,utionsJ& *epi ts 'i ' o# t'e #ollo ing sel#-oriente* ,e'a+ior

3i+erting

Ex lu*ing

Helittlin/

/lo :ing

Qui No

'i ' entury& t'e manu#a turers ,egan to in lu*e uality pro esses in uality pra ti es

1Ft' entury

1Ht' entury

19t' entury

th centur#

Bn t'e ne para*igm& managers +ie error as 'i ' one o# t'e #ollo ing

t'reat

su,stitute

An o&&ortunit#


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n en*

'ose on epts are re#erre* to as statisti al uality ontrol (SQ4)

.he!hart8s

3eming s

@uran s

4ros,y s

Bn 'i ' o# t'e #ollo ing operations great *eal o# +ariations an o ur

Manu*acturin/

3istri,ution

"ur 'asing

Selling


5o%%on causes

Spe ial auses

Bmpli it auses

ssigna,le auses

'o argue* t'at ,eauty oul* ,e un*erstoo* only a#ter exposure to a series o# o,8e tst'at *isplay its 'ara teristi s

3ru :er


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4ros,y

3eming

Plato

3uring 'i ' ar& 3eming taug't uality ontrol ourses as part o# t'e national *e#ensee##orts

orl* ar B

3orl' 3ar II

Mexi an- meri an ar

T'e 4i+il ar

'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a *imension o# uality

"ro*u t loo:s an* soun*s

/ran* name an* pri e


A$ilit# to re&air a &ro'uct

T'e ma8ority o# a*+ertisers appeal t'e pu,li on t'e ,asis o# 'i ' o# t'e #ollo ing

Qualit# o* &ro'uct

Quality o# sta##

Bn#eriority o# pro*u t

Bn#eriority o#ser+i e


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T'e stan*ar*s #or output ,ase* on uality an* ustomer-ser+i e re uirements t'atoriginate at t'e organi ational an* pro ess le+els in lu*e re uirements #or all o# t'e#ollo ing EK4E"TD

ura y

Bnno+ation

Timeliness

Turno0er

J%ot gi+ing respe t to ot'er people s ontri,utionsJ& *epi ts 'i ' o# t'e #ollo ing sel#-oriente* ,e'a+ior

3i+erting

Ex lu*ing

Helittlin/

/lo :ing


Sele t orre t optionD

Germany

Fa&an

ran e

4'ina





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T'e ustomer +alue strategy may ,e a**resse* in 'i ' o# t'e #ollo ing topi s

"ro8e ts

"ro*u ts

.er0ices

Measurement

'o *e+elope* Quality un tion 3eployment (Q 3)

re*eri : Taylor

@osep' MA@uran

Akao

rman* eigen,aum

TQM Qui no 2

Question C 1 o# 15 ( Start timeD 12D??D29 "M ) Total Mar:sD 1

o! the Hal'ri/e A!ar' reco/ni es the i%&ortance o* total "ualit# &rinci&les

T'roug' in*epen*en e it' o+erall ,usiness planning

T'roug' a no relation it' o+erall ,usiness planning

Throu/h inte/ration !ith o0erall $usiness &lannin/

T'roug' *epen*en e it' o+erall ,usiness planning


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Descri$es the &rinci&les o* a "ualit# %ana/e%ent s#ste% an' 'e*ines theter%inolo/#

3es ri,es t'e re uirements relati+e to a uality management system eit'er #or internaluse or #or ontra tual or erti#i ation purposes

Bnten*e* #or internal use an* not #or ontra tual purposes& #o uses parti ularly onontinually impro+ing per#orman e

4ontains t'e gui*elines #or au*iting uality management an*!or en+ironmentalmanagement systems

Question 9 o* 17 ( .tart ti%e: 1 :4@:2@ PM ) Total Marks: 1

3hich o* the *ollo!in/ state%ents hol's true *or "ualit# assurance

Top management


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All o* the *ollo!in/ are the reasons !h# Total Qualit# Mana/e%ent &ro/ra%s arenot &roli*ic *or %an# co%&anies EX5EPT:

TQM #o uses on minimum stan*ar*s

TQM *e+elops its o n um,ersome ,ureau ra y

TQM 'as no pla e #or lo+e an* passion

TQM *ocuses on custo%ers an' stakehol'ers

Question @ o* 17 ( .tart ti%e: 1 :72:17 PM ) Total Marks: 1

3hat is the other na%e use' *or De%in/ 5#cle

.he!hart c#cle

"ro*u t li#e y le

3ata li#e y le management

Bn#ormation li#e y le management

Question 1 o* 17 ( .tart ti%e: 1 :74:17 PM ) Total Marks: 1

3hat is necessar# *or a s#ste% to $e e**ecti0e

The co%&onents o* an# s#ste% %ust !ork to/ether *or the s#ste%

T'e omponents o# any system must not or: toget'er #or t'e system

T'e omponents o# any system s'oul* not ,e organi e* #or t'e system

T'e omponents o# any system s'oul* pro+i*e *isruption #or t'e system


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Question 11 o* 17 ( .tart ti%e: 1 :77: > PM ) Total Marks: 1

3hich o* the *ollo!in/ is NOT the criterion un'er 5ana'ian A!ar's *or HusinessE,cellence

6ea*ers'ip

Plannin/ *or contraction

"ro ess optimi ation

Supplier #o us

Question 1 o* 17 ( .tart ti%e: 1 :79:2 PM ) Total Marks: 1

3hich o* the *ollo!in/ is true *or su$s#ste%s

T'ese are not lin:e* toget'er as internal ustomers an* suppliers

T'ese are lin:e* toget'er as external ustomers an* suppliers

T'ese are lin:e* toget'er as external an* internal ustomers an* suppliers

These are linke' to/ether as internal custo%ers an' su&&liers

Question 12 o* 17 ( .tart ti%e: 1 :7>: PM ) Total Marks: 1

3hat is the relationshi& $et!een Ishika!a an' De%in/

Son an* #at'er

%ep'e an* un le

.tu'ent an' teacher

Gran*son an* gran*#at'er

Question 14 o* 17 ( .tart ti%e: 1 :7>:71 PM ) Total Marks: 1


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3hich o* the *ollo!in/ state%ents is TRCE *or little "

.tri0in/ *or "ualit# in a li%ite' or s&eci*ic area

Sear 'ing #or spe i#i lines o# text ontaining a parti ular pattern

Mat 'ing rules en o*e* in a string a or*ing to ertain syntax rules

Gi+ing om,ination o# +alues #or t'e #ree +aria,les

Question 17 o* 17 ( .tart ti%e: 1: :14 PM ) Total Marks: 1

The 5a&a$ilit# Maturit# Mo'el can hel& in all o* the *ollo!in/ EX5EPT:

Setting pro ess impro+ement goals an* priorities

"ro+i*ing gui*an e #or uality pro esses

"ro+i*ing a yar*sti : #or assessing urrent pra ti es

3o umenting pro e*ures as to 'o t'e +arious pro esses #or *esign operate

Qui no ---2

Question C 1 o# 15 ( Start timeD 11D5 D02 "M ) Total Mar:sD 1



"ro8e ts

"ro*u ts


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Ser+i es

Measure%ent


'o is :no n as a #at'er o# mo*ern-*ay statisti al uality ontrol


.he!hart

3eming

@uran

4ros,y

Question C > o# 15 ( Start timeD 11D5FD?0 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing #orms t'e ,asis o# TQM as an organi ation i*e pro ess


%ot using t'e resour es o# t'e total organi ation properly

.rgani ational #lexi,ility an* response to 'ange

%ot ,oun* in ,usiness relations'ips

%ot measuring ontinuous impro+ement

Question C ? o# 15 ( Start timeD 11D5HD5? "M ) Total Mar:sD 1

o s'oul* t'e ,en 'mar:ing o# in*i+i*ual pro esses as ell as ustomer satis#a tion ,eemploye*


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s a stan*ar* tool

s a *e#e ti+e tool

As an i%&ro0e%ent tool

s an instrumental tool

Question C 5 o# 15 ( Start timeD 11D59D>9 "M ) Total Mar:sD 1

B*enti#y t'e example o# pre+ention ostsA


Qualit# &lannin/

;e-inspe tion

"ro*u t re alls

4ustomer returns

Question C o# 15 ( Start timeD 12D00D51 M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is %.T in lu*e* in t'e BS. registration pro ess


3o ument re+ie ,y t'e registrar o# t'e uality system *o uments or uality manual

"re-assessment& 'i ' i*enti#ies potential non omplian e in t'e uality system or in t'e*o umentation


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Re0ie! the &ro/ra% 'escri&tions an' select the &ro/ra%(s) that !ill ena$le #ou tocontri$ute %ore to #our or/ani ation

ssessment ,y a team o# t o or t'ree au*itors o# t'e uality system an* its*o umentation

Question C F o# 15 ( Start timeD 12D02D1> M ) Total Mar:sD 1

'o ma*e some salient o,ser+ations a,out t'e #ailure to un*erstan* t'e omponents o# "ro#oun* no le*ge


.choltes

3eming

@uran

4ros,y

Question C H o# 15 ( Start timeD 12D02D5 M ) Total Mar:sD 1







Question C 9 o# 15 ( Start timeD 12D0>D?F M ) Total Mar:sD 1

o an t'e uality ,e ompute*


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Quality = Expe tation!"er#orman e

Quality = "er#orman e!Expe tation

Quality = "er#orman e$Expe tation

Qualit# Per*or%ance-E,&ectation

Question C 10 o# 15 ( Start timeD 12D05D1? M ) Total Mar:sD 1

3o umentation an* *ata on existing pro*u ts& are an example 'i ' o# t'e #ollo ing


External inputs

Internal in&uts

Eit'er internal or external inputs

%eit'er internal nor external inputs

Question C 11 o# 15 ( Start timeD 12D0 D19 M ) Total Mar:sD 1

'i ' o# t'e #ollo ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+ior


T#&ical A%erican MHO s#ste%

Typi al @apanese M/. system


31/168

Typi al 4'inese M/. system

7n ommon 4'inese M/. system

Question C 12 o# 15 ( Start timeD 12D0FD0H M ) Total Mar:sD 1



re*eri : Taylor

@osep' MA@uran

Akao

rman* eigen,aum

Question C 1> o# 15 ( Start timeD 12D0HD0 M ) Total Mar:sD 1

ll o# t'e #ollo ing are t'e examples o# appraisal osts EK4E"TD


Quality measurement riteria

Quality impro+ement pro8e ts

6a,oratory a eptan e testing

Bnspe tion an* testing

Question C 1? o# 15 ( Start timeD 12D09D>> M ) Total Mar:sD 1

Bn or*er to a 'ie+e t'e o,8e ti+es an* stimulate inno+ation& 'at t'e organi ation s'oul*en ourage


32/168


The in0ol0e%ent o* its hu%an resource

T'e in+ol+ement o# its pro ess

T'e in+ol+ement o# its system

T'e in+ol+ement o# its apital

Question C 15 o# 15 ( Start timeD 12D10D?9 M ) Total Mar:sD 1

o t'e re uirements #or *o umentation an* re or*s may not arise


4ontra tual re uirements #rom t'e ustomer or ot'er intereste* parties

eptan e o# international& national& regional an* in*ustry se tor stan*ar*s

Irrele0ant statutor# an' re/ulator# re"uire%ents

3e isions ,y t'e organi ation

Qui no 2

Question C 1 o# 15 ( Start timeD 12D1HD?5 M ) Total Mar:sD 1

t 'i ' le+el& *oes t'e uality on ern enters on meeting internal ustomerre uirements


.rgani ational le+el

"er#ormer le+el

"ro ess le+el


33/168

"ro*u tion le+el

Question C 2 o# 15 ( Start timeD 12D20D12 M ) Total Mar:sD 1

'o is :no n as a #at'er o# mo*ern-*ay statisti al uality ontrol


.he!hart

3eming

@uran

4ros,y

Question C > o# 15 ( Start timeD 12D20D?> M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is T;7E #or 'ig'er osts o# uality


3oing t'e rong t'ing in t'e rong ay

3oing t'e rong t'ing in t'e rig't ay

3oing t'e rig't t'ing in t'e rong ay

3oing t'e rig't t'ing in t'e rig't ay

Question C ? o# 15 ( Start timeD 12D22D09 M ) Total Mar:sD 1

'i ' o# t'e #ollo ing on epts an* tools an ,e use* to assess internal ustomer nee*san* to ommuni ate internal supplier apa,ilities


inan ial


34/168

Management

Marketin/

"ro*u tion

Question C 5 o# 15 ( Start timeD 12D2>D02 M ) Total Mar:sD 1

T'e management representati+es appointe* an* gi+en aut'ority ,y t'e seniormanagement are #or all o# t'e #ollo ing EK4E"TD


Managing

Mishan'lin/

E+aluating

4oor*inating

Question C o# 15 ( Start timeD 12D2?D20 M ) Total Mar:sD 1

T'e management preser+es t'e on#ormity o# pro*u ts *uring internal pro essing an*#inal *eli+eryA 'i ' o# t'e #ollo ing is in lu*e* in su ' preser+ation


an'lin/

,olition

;is:

S'rin:ing

Question C F o# 15 ( Start timeD 12D25D> M ) Total Mar:sD 1

ll o# t'e #ollo ing are t'e ,asi re uirements o# BS. 9000 EK4E"TD



35/168

*o umente* uality system

4onsistent a*'eren e to t'e *o umente* uality system

4'e : to see t'at t'e plan as arrie* out

5usto%ers an' &rocesses $e 'is&lease'

Question C H o# 15 ( Start timeD 12D2 D50 M ) Total Mar:sD 1

3uring 1990s& t'e #ollo ing institution(s) ,egan to pay in rease attention to ualityA


E*u ation an* 'ealt' are only

E'ucation health care an' /o0ern%ent

ealt' are an* go+ernment only

Go+ernment an* #inan ial institutions only

Question C 9 o# 15 ( Start timeD 12D2FD?F M ) Total Mar:sD 1

'i ' one o# t'e #ollo ing *epi ts relia,ility I a *imension o# uality



Meetin/ s&eci*ications

+erage time #or t'e unit to #ail

Quality o# or:

Question C 10 o# 15 ( Start timeD 12D29D0F M ) Total Mar:sD 1

'i ' o# t'e #ollo ing mo*els onsi*ers t'e goal o# organi ational e##i ien y an* per#orman e



36/168

.rganism mo*el

Mechanistic %o'el

4ultural mo*el

Total Quality mo*el

Question C 11 o# 15 ( Start timeD 12D29D5 M ) Total Mar:sD 1

ll o# t'e #ollo ing are t'e examples o# external #ailure osts EK4E"TD


"ro essing ustomer omplaints

4ustomer returns

arranty laims

Qualit# &lannin/

Question C 12 o# 15 ( Start timeD 12D>0D>? M ) Total Mar:sD 1

B*enti#y t'e example o# external #ailure ostsA


Quality planning

;e-inspe tion

Material re+ie

5usto%er returns

Question C 1> o# 15 ( Start timeD 12D>1D>5 M ) Total Mar:sD 1


37/168

ll o# t'e #ollo ing are t'e groun*s to gi+e ,irt' to total uality approa ' EK4E"TD


.,session it' uantity

4on#usion an* poor lea*ers'ip

One e%&lo#ee in char/e

"oliti al *isor*er

Question C 1? o# 15 ( Start timeD 12D>2D59 M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is +ie e* as a 4onsistent "air


BS. 9000 an* BS. 900?

BS. 19HF an* BS. 1992

BS. 1992 an* BS. 199F

I.O @ 1 an' I.O @ 4

Question C 15 o# 15 ( Start timeD 12D>>D?0 M ) Total Mar:sD 1

Bn 'i ' entury& t'e 7S ,ro:e #urt'er #rom t'e European tra*ition an* a*opte* a nemanagement approa ' *e+elope* ,y re*eri : A Taylor


1Ft' entury

1Ht' entury

1@th centur#


38/168

20t' entury

Ne,t Qui

1A ll o# t'e #ollo ing are t'e groun*s to gi+e ,irt' to total uality approa 'EK4E"TD

A .,session it' uantity/A 4on#usion an* poor lea*ers'ip4A .ne employee in 'argeD Political 'isor'er

2A 'i ' o# t'e #ollo ing as *e+elope* ,y Motorola to impro+e its pro esses ,yminimi ing *e#e ts

A BS. 9000H .i, si/%a4A QS 90003A TQM

>A Quality applies to 'i ' aspe t(s) o# t'e organi ationA "ro*u ts only

/A "ro*u ts an* ser+i es4A "eople an* pro*u tD Pro'ucts ser0ices an' &eo&le

?A 'i ' o# t'e #ollo ing statements is T;7E a,out 3eming s p'ilosop'yA It is $ase' on i%&ro0in/ &ro'ucts an' ser0ices $# re'ucin/ uncertaint#an' 0aria$ilit# in the 'esi/n an' %anu*acturin/ &rocesses/A Quality is eit'er or not present in t'e 'ole organi ationN t'at uality is t'eresponsi,ility o# e+eryone in t'e organi ation4A Bn reasing on#orman e to spe i#i ations t'roug' elimination o# *e#e ts&supporte* extensi+ely ,y statisti al tools #or analysis3A Bn reasing loss& #or t'e pro*u er& t'e ustomer& an* so iety& asso iate* it'in reasing +aria,ility #rom a target +alue

5A 'i ' o# t'e #ollo ing statements& in relation to system& is T;7E #or people#ailing to un*erstan* t'e omponents o# "ro#oun* no le*geA The# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s/A T'ey *o not :no 'en expe tations are realisti4A T'ey *o not un*erstan* moti+ation! 'y people *o 'at t'ey *o3A T'ey *o not :no 'o to plan an* a omplis' learning an* impro+ement


39/168

A J"ro,lems ill remain unsol+e*& *espite t'eir ,est e##ortsAJ 'en t'is ill'appen

A 'en people *on t un*erstan* systems/A 'en people *on t un*erstan* psy 'ology4A 'en people *on t un*erstan* +ariationD 3hen &eo&le 'on8t un'erstan' the theor# o* kno!le'/e

FA 'i ' stage in t'e S'e 'art 4y le implements t'e 'ange on a small s aleA Do sta/e/A t stage4A "lan stage3A 4'e : stage

HA 'i ' o# t'e #ollo ing s *etermining 'at to ontrol& esta,lis'ing units o#measurement so t'at *ata may ,e o,8e ti+ely e+aluate*

A Quality impro+ement/A Quality planning5 Qualit# control3A Quality pro ess

9A ll o# t'e #ollo ing steps are re uire* #or uality planning EK4E"TDA 3etermine 'o t'e ustomers are

/A 3eploy t'e plans to operational le+els4A B*enti#y ustomers nee*sD Assess actual "ualit# &er*or%ance

10A 'i ' o# t'e #ollo ing is an ans er to t'e irst ,solute o# QualityManagementas summari e* ,y 4ros,yN 'at is ualityA 5on*or%ance to re"uire%ents/A "re+ention4A Lero *e#e ts3A "ri e o# non on#orman e

%ext Qui D


Quality applies to 'i ' aspe t(s) o# t'e organi ation


"ro*u ts only


40/168

"ro*u ts an* ser+i es

"eople an* pro*u t

Pro'ucts ser0ices an' &eo&le


@uran *e#ines uality as O#itness #or usePA T'is an ,e ,ro:en *o n into 'o manyategories


i+e

6our

T'ree

T o

Question C > o# 15 ( Start timeD 09D5 D2? "M ) Total Mar:sD 1

o many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*el


our

6i0e

Six

Se+en

Question C ? o# 15 ( Start timeD 09D5FD11 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is a unit #or measuring pro ess per#orman e a or*ing totra*itional +ie o# uality


41/168


E##e ti+e parts per t'ousan* pro*u e*

3e#e ti+e parts per t'ousan* pro*u e*

E##e ti+e parts per 'un*re* pro*u e*

De*ecti0e &arts &er hun're' &ro'uce'

Question C 5 o# 15 ( Start timeD 09D5HD2F "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements& in relation to system& is T;7E #or people #ailing toun*erstan* t'e omponents o# "ro#oun* no le*ge


The# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s

T'ey *o not :no 'en expe tations are realisti

T'ey *o not un*erstan* moti+ation! 'y people *o 'at t'ey *o

T'ey *o not :no 'o to plan an* a omplis' learning an* impro+ement

Question C o# 15 ( Start timeD 09D59D10 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements& in relation to +ariation& is T;7E #or people #ailing toun*erstan* t'e omponents o# "ro#oun* no le*ge


T'ey see e+ents as in*i+i*uals in i*ents rat'er t'an t'e net result o# many intera tionsan* inter*epen*ent #or es

The# 'o not kno! the 'i**erence $et!een &re'iction *orecastin/ an' /uess!ork


42/168

T'ey reate yni ism& *emorali ation& *e-moti+ation& guilt& resentment& ,urnout&ra iness& an*turno+er

T'ey *o not un*erstan* t'e *i##eren e ,et een impro+ement an* 'ange

Question C F o# 15 ( Start timeD 10D00D1H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing mo*els 'as a +erti al 'ain o# omman*


.rganism mo*el

Mechanistic %o'el

4ultural mo*el

Total Quality mo*el

Question C H o# 15 ( Start timeD 10D01D19 "M ) Total Mar:sD 1

'at as t'e role o# uality pro#essionals *uring 1H00s


Trou,les'ooting an* t'e appli ation o# statisti al met'o*s

Ins&ection sortin/ countin/ an' /ra'in/

Quality measurement& uality planning& an* program *esign

Goal setting& e*u ation an* training& an* program *esign


ll o# t'e #ollo ing are t'e ma8or ategories an* items it'in ea ' ategory o# 4ana*ianar*s #or /usiness Ex ellen e EK4E"TD



43/168

4ustomer #o us

Distri$utor *ocus

"eople #o us

Supplier #o us

Question C 10 o# 15 ( Start timeD 10D0>D?? "M ) Total Mar:sD 1

o t'e /al*rige ar* re ogni es t'e importan e o# total uality prin iples


T'roug' in*epen*en e it' o+erall ,usiness planning

T'roug' a no relation it' o+erall ,usiness planning

Throu/h inte/ration !ith o0erall $usiness &lannin/

T'roug' *epen*en e it' o+erall ,usiness planning


'i ' o# t'e #ollo ing in+ol+es *etermining 'at to ontrol& esta,lis'ing units o#measurement so t'at *ata may ,e o,8e ti+ely e+aluate*


Quality impro+ement

Quality planning

Qualit# control

Quality pro ess




44/168


Germany

Fa&an

ran e

4'ina

Question C 1> o# 15 ( Start timeD 10D05D25 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing organi ations 'as a little 'an e o# sur+i+al


it' no orporate p'ilosop'y a,out 'o to reate long-term ustomer loyalty

it' no orporate o,8e ti+es a,out 'o to reate long-term ustomer loyalty

it' no mission a,out 'o to reate long-term ustomer loyalty

3ith no 0ision a$out ho! to create lon/-ter% custo%er lo#alt#

Question C 1? o# 15 ( Start timeD 10D0 D?F "M ) Total Mar:sD 1

'o suggeste* t'at t'ere are t'ree ategories o# per#orman e


Tagu 'i

Taylor

Bs'i:a a

De%in/


45/168


'i ' o# t'e #ollo ing statements 'ol*s true #or uality assuran e


Top management


46/168


47/168

4'anges t'at oul* a##e t t'e uality management system

I%&ro0e%ent o* &ro'uct relate' to custo%er re"uire%ents

Question C 5 o# 15 ( Start timeD 12D1>D?F "M ) Total Mar:sD 1

@uran a*+o ates a ne+er-en*ing spiral o# a ti+ities t'at in lu*es all o# t'e #ollo ingEK4E"TD


"ro*u t *e+elopment

3orkers

Bnspe tion an* testing

"ur 'asing

Question C o# 15 ( Start timeD 12D1?D?2 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements is T;7E #or little


.tri0in/ *or "ualit# in a li%ite' or s&eci*ic area

Sear 'ing #or spe i#i lines o# text ontaining a parti ular pattern

Mat 'ing rules en o*e* in a string a or*ing to ertain syntax rules

Gi+ing om,ination o# +alues #or t'e #ree +aria,les

Question C F o# 15 ( Start timeD 12D15D19 "M ) Total Mar:sD 1


48/168

'i ' o# t'e #ollo ing is t'e Total Quality Tool t'at is simply a grap'i al representationo# an outline t'at presents a 'ain o# auses an* e##e ts


5heck sheet

is',one *iagram

S atter *iagram

"areto 'art

Question C H o# 15 ( Start timeD 12D1 D>2 "M ) Total Mar:sD 1

'o #oun* t'at teams are sel*om #ully use*& an* t'eir in*i+i*ual mem,ers are o#tenompla ent


.a:lan* an* S 'ein

Ne!all an' Dale

6e'r an* 4ox

@uran an* S 'ein

Question C 9 o# 15 ( Start timeD 12D1FD1? "M ) Total Mar:sD 1



"ro8e ts

"ro*u ts

Ser+i es


49/168

Measure%ent

Question C 10 o# 15 ( Start timeD 12D1HD10 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing s'oul* ,e re+ie e* ,y t'e organi ation to i*enti#y re uirements#or operations t'at reali e pro*u ts or *eli+er ser+i es in or*er to ensure omplian e it'spe i#i ations


Bna,ility to omply it' ontra tual re uirements

Trainin/ an' co%&etence o* &eo&le

"ro,lem on eption

Brrele+ant statutory an* regulatory re uirements




re*eri : Taylor

@osep' MA@uran

Akao

rman* eigen,aum


'at are t'e BS. (Bnternational .rgani ation #or Stan*ar*i ation) series stan*ar*s #orin*ustries su ' as automo,iles



50/168

BS. 9000

BS. 1?000

Q. @

S 9000

Question C 1> o# 15 ( Start timeD 12D21D?> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing s'oul* ,e use* as input to management re+ie in or*er to ensuret'at ontinual impro+ement is t'e *ri+er #or organi ational *e+elopment


Per*or%ance in*or%ation

"er#orman e management

Et'i al per#orman e

"er#orman e *e+elopment

Question C 1? o# 15 ( Start timeD 12D2>D02 "M ) Total Mar:sD 1


5o%%on causes

Spe ial auses

Bmpli it auses

ssigna,le auses


51/168

Question C 15 o# 15 ( Start timeD 12D2?D2F "M ) Total Mar:sD 1

'at is t'e o,8e ti+e o# a TQM system


5ontinuous i%&ro0e%ent

4ontinual impro+ement

/usiness impro+ement

"ro ess impro+ement

Ne,t Qui

Question C 1 o# 15 ( Start timeD 09D21D59 "M ) Total Mar:sD 1/ase* in Gene+a& S it erlan*& Bnternational .rgani ation #or Stan*ar*i ation is a

onsortium o# t'e national stan*ar* ,o*ies& 'i ' 'as 'o many ountries

More than 1

6ess t'an 100

6ess t'an 906ess t'an H0

Question C 2 o# 15 ( Start timeD 09D2>D2F "M ) Total Mar:sD 1


52/168

'i ' o# t'e #ollo ing is t'e ontri,utor to t'e or: met'o* ause in t'e 'ouse paint peeling ause-an*-e##e t *iagram


4'eap sol+ents

Temperature

i* rain

Paint o0er 'irt

Question C > o# 15 ( Start timeD 09D2?D2H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing on epts an* tools an ,e use* to assess internal ustomer nee*san* to ommuni ate internal supplier apa,ilities


inan ial

Management

Marketin/

"ro*u tion

Question C ? o# 15 ( Start timeD 09D25D2F "M ) Total Mar:sD 1

T'e input #or management re+ie to examine t'e uality management system s'allin lu*e in#ormation a,out all o# t'e #ollo ing EK4E"TD


Status o# pre+enti+e an* orre ti+e a tions

ollo -up a tions #rom pre+ious management re+ie s


53/168

4'anges t'at oul* a##e t t'e uality management system

I%&ro0e%ent o* &ro'uct relate' to custo%er re"uire%ents

Question C 5 o# 15 ( Start timeD 09D2 D2H "M ) Total Mar:sD 1

'at t'e organi ation must a omplis' to a 'ie+e t'e mission& ,y examination an*ategori ation o# t'e impa ts


4riti al su ess #a tors

e# &rocess in'icators

Bllegal an* poli y #a tors

T'e enemy in*i ator

Question C o# 15 ( Start timeD 09D2FD?> "M ) Total Mar:sD 1

'o suggeste*& O uality pro*u t is one t'at pro+i*es per#orman e or on#orman e atan a epta,le pri e or ostJ


4ros,y

Bs'i:a a

Lar0in

S'e 'art

Question C F o# 15 ( Start timeD 09D2HD29 "M ) Total Mar:sD 1


54/168

Mar:eting resear ' arrie* out to :no 'et'er t'e parti ular area s'oul* ,e o+ere* int'is ourseA 'at t'e ourse instru tor s'oul* *e+elop


The course %eetin/ re"uire%ents o* the uni0ersit#

T'e ourse meeting re uirements o# t'e instru tor

T'e ourse meeting re uirements o# t'e stu*ents

T'e ourse meeting re uirements o# t'e ,oo:seller

Question C H o# 15 ( Start timeD 09D>0D00 "M ) Total Mar:sD 1

7n*er 'i ' perspe ti+e o# t'e ,alan e s ore ar*& oul* you lassi#y t'e operating ostmanagement measurement


T'e ustomer perspe ti+e

T'e ,usiness pro ess perspe ti+e

T'e #inan ial perspe ti+e

T'e learning gro t' perspe ti+e

Question C 9 o# 15 ( Start timeD 09D>1D2? "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is t'e purpose o# BS. 9001


To 'e*ine the %ini%u% Qualit# Mana/e%ent .#ste% re"uire%ents nee'e' toachie0e custo%er satis*action $# %eetin/ s&eci*ie' &ro'uct re"uire%ents


55/168

To *etermine metals an* metalloi*s in air,orne parti ulate matter ,y in*u ti+ely ouple* plasma atomi emission spe trometry

To ensure t'at t'e BT ser+i e management pro esses are aligne* ,ot' it' t'e nee*s o#t'e ,usiness an* it' international ,est pra ti e

To e+aluate ultimate aero,i ,io*egra*a,ility o# organi ompoun*s in a ueous me*ium ,y *etermination o# oxygen *eman* in a lose* respirometer

Question C 10 o# 15 ( Start timeD 09D>2D1 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is a #our-step uality mo*el amongst t'e most i*ely use* tools#or ontinuous impro+ement


De%in/ 5#cle

@uranTrilogy

Tagu 'i s 6oss un tion

Quality 4ir les

Question C 11 o# 15 ( Start timeD 09D>>D10 "M ) Total Mar:sD 1

'at as t'e trans en*ent +ie o# uality


Satis#ying ustomers

Meeting nee*s an* ants

Innate e,cellence

4on#orman e


56/168

Question C 12 o# 15 ( Start timeD 09D>?D1H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+ior



Typi al @apanese M/. system

Typi al 4'inese M/. system

7n ommon 4'inese M/. system

Question C 1> o# 15 ( Start timeD 09D>5D25 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is %.T t'e ategory in /al*rige ar*


6ea*ers'ip

/usiness results

.u&&l# chain

"ro ess management

Question C 1? o# 15 ( Start timeD 09D> D>0 "M ) Total Mar:sD 1

'at is t'e num,er o# prin iples in 3rA A E* ar*s 3eming


57/168

10

12

14

Question C 15 o# 15 ( Start timeD 09D>FD0> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is %.T an a*+antage o# #un tional stru ture


Bt pro+i*es organi ations it' a lear 'ain o# omman*

It ena$les e%&lo#ees to learn a$out custo%er e,&ectations

Btallo s e+aluating people ,ase* on lear set o# responsi,ilities

Bt allo s people to spe iali e in t'e aspe t o# t'e or:

Qui No 4

Question C 1 o# 15 ( Start timeD 0 D? D0> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is a re uirement o# BS. 9000D2000


Processes to %easure an' anal# e custo%er satis*action

n En+ironmental "oli y to ,e in existen e it'in t'e organi ation

"ro e*ures #or registration o# #ont-relate* i*enti#iers

Brregular impro+ement o# internal pro ess an* ustomer satis#a tion


58/168


59/168

The custo%er &ers&ecti0e

T'e ,usiness pro ess perspe ti+e



Question C 5 o# 15 ( Start timeD 0 D59D?2 "M ) Total Mar:sD 1

'at as t'e role o# uality pro#essionals *uring 1950s


Trou$leshootin/ an' the a&&lication o* statistical %etho's

Bnspe tion& sorting& ounting& an*gra*ing

Quality measurement& uality planning& an* program *esign

Goal setting& e*u ation an* training& an* program *esign

Question C o# 15 ( Start timeD 0FD00D? "M ) Total Mar:sD 1

'at is uality


Meetin/ an' e,cee'in/ the custo%er8s e,&ectations

**ing #a tors to ma:e t'e ustomer 'appy

T'e *egree to 'i ' t'e pro8e t meets re uirements

4on#orman e to management s o,8e ti+es

Question C F o# 15 ( Start timeD 0FD01D11 "M ) Total Mar:sD 1

T'e uality initiati+es #o use* initially on re*u ing *e#e ts an* errors in pro*u ts an*ser+i es it' t'e 'elp o# 'i ' o# t'e #ollo ing


60/168


Measure%ent statistics an' other &ro$le% sol0in/ tools

Measurement& statisti s an* ause an* e##e t analysis

Statisti s an* ause an* e##e t analysis only

ailure mo*es an* ause an* e##e t analysis only

Question C H o# 15 ( Start timeD 0FD01D59 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing per#orman e le+els 'a+e goo* results an* 'a+e emp'asi e*sustaine* impro+ement tren*s


;ea ti+e approa '

Sta,le #ormal system approa '

/est-in- lass per#orman e

5ontinual i%&ro0e%ent e%&hasi e'

Question C 9 o# 15 ( Start timeD 0FD02D?2 "M ) Total Mar:sD 1

3o not permit o+erlong examples or irrele+ant *is ussionA T'is re#ers to 'i ' o# t'e#ollo ing *is ussion s:ills in meetings


Summari ing

Mana/in/ ti%e

4losing t'e *is ussion

4ontaining *igression


61/168

Question C 10 o# 15 ( Start timeD 0FD0>D>2 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements& in relation to psy 'ology& is T;7E #or people #ailingto un*erstan* t'e omponents o# "ro#oun* no le*ge


The# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s

T'ey *o not :no 'en expe tations are realisti

T'ey *o not un*erstan* moti+ation! 'y people *o 'at t'ey *o

T'ey *o not :no 'o to plan an* a omplis' learning an* impro+ement

Question C 11 o# 15 ( Start timeD 0FD0?D21 "M ) Total Mar:sD 1







Question C 12 o# 15 ( Start timeD 0FD05D0> "M ) Total Mar:sD 1

7n*er 'i ' perspe ti+e o# t'e ,alan e s ore ar*& oul* you lassi#y moti+ate*or:#or e measurement


T'e ustomer perspe ti+e


62/168

The $usiness &rocess &ers&ecti0e



Question C 1> o# 15 ( Start timeD 0FD05D?0 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing mo*els +alue sta,ility


.rganism mo*el

Mechanistic %o'el

4ultural mo*el

Total Quality mo*el

Question C 1? o# 15 ( Start timeD 0FD0 D>> "M ) Total Mar:sD 1

'o stresse* t'at systems must ,e #o use* to ar* a purpose


4ros,y

Bs'i:a a

Tagu 'i

De%in/

Question C 15 o# 15 ( Start timeD 0FD0FD5H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing lea*s to uestioning an* an ,e teste* an* +ali*ate*



63/168

Theor# o* kno!le'/e

"sy 'ology

7n*erstan*ing o# +ariation

ppre iation #or a system

Question C 1 o# 15 ( Start timeD 0FD10D0 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements& in relation to +ariation& is T;7E #or people #ailing toun*erstan* t'e omponents o# "ro#oun* no le*ge







'i ' o# t'e #ollo ing represent s'ort-term perspe ti+es an* *o not en ourage long-termimpro+ement as state* ,y 3eming


Nu%erical "uotas

4onstitutional uotas

"oliti al party uotas

Me 'ani al uotas


64/168

Question C > o# 15 ( Start timeD 0FD12D?1 "M ) Total Mar:sD 1

ll o# t'e #ollo ings are true #or ero *e#e ts on ept EK4E"TD


per#orman e stan*ar* #or management

stan*ar* o# t'e ra#tsperson regar*less o# 'is or 'er assignment

tool o# management to ommuni ate to *o t'ings rig't t'e #irst time

A %oti0ational !i'el# un'erstoo' an' acce&te' &ro/ra%

Question C ? o# 15 ( Start timeD 0FD1?D02 "M ) Total Mar:sD 1

'o suggeste*& O uality pro*u t is one t'at pro+i*es per#orman e or on#orman e atan a epta,le pri e or ostJ


4ros,y

Bs'i:a a

Lar0in

S'e 'art

Question C 5 o# 15 ( Start timeD 0FD1?D>5 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing tools plots t'e relations'ip o# one numeri +aria,le to anot'er ona 'ori ontal an* +erti al axis an* *etermines t'e *egree o# *epen*en y orinter*epen*en y o# t'ose +aria,les


.catter 'ia/ra%


65/168

4'e : s'eet

is',one *iagram

"areto 'art

Question C o# 15 ( Start timeD 0FD15D52 "M ) Total Mar:sD 1

'o arne* against t'e use o# extrinsi ontrols t'at ompel ,e'a+ioral 'anges in people 'en re ar*s an* in enti+e programs are sel*om s'i#te* to #a+or ualityimpro+ement


.a:lan*

S 'ein

5o,

3ale

Question C F o# 15 ( Start timeD 0FD1 D>H "M ) Total Mar:sD 1

o many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*el


our

6i0e

Six

Se+en

Question C H o# 15 ( Start timeD 0FD1FD11 "M ) Total Mar:sD 1

'i ' one o# t'e #ollo ing *epi ts aest'eti s& 'i ' is a *imension o# uality



66/168

E,terior *inish

Quality o# or:

;an:ing #irst

Ease o# repair

Question C 9 o# 15 ( Start timeD 0FD1HD2H "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing #irms solely o ns t'e entire material #lo an* ea ' 'annelmem,er operates in*epen*ently


ori ontal integrate* #irms

/a : ar* +erti al integrate* #irms

Rerti al integrate* #irms

4onglomerate integrate* #irms

Qui Start TimeD 0FD10 "M Time 6e#t H5

se (s)


'i ' o# t'e #ollo ing is %.T t'e *ea*ly *isease a or*ing to 3eming


Ex essi+e me*i al osts


67/168

E,cessi0e trans&ortation costs

6a : o# onstan y o# purpose

Mo,ility o# management


'i ' stage in t'e S'e 'art 4y le uses *ata an* #a ts to analy e t'e results o# t'e'ange


3o stage

t stage

"lan stage

5heck sta/e

Question C 12 o# 15 ( Start timeD 0FD21D5? "M ) Total Mar:sD 1

'y pro*u t-,ase* *e#initions o# uality suit engineers


T'ey are on erne* it' *esigning o# t'e pro*u ts

T'ey an 8u*ge uality

T'ey an re*u e spe i#i stan*ar*s

The# are concerne' !ith translatin/ &ro'uct re"uire%ents into s&eci*icco%&onents an' &h#sical 'i%ensions there$# &ro'uce'


68/168

Question C 1> o# 15 ( Start timeD 0FD2>D0H "M ) Total Mar:sD 1

ll o# t'e #ollo ing are t'e elements o# a TQM system EK4E"TD


6ea*ers'ip

4ommuni ations

Measurement

Detentions

Question C 1? o# 15 ( Start timeD 0FD2?D0> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is t'e ontri,utor to t'e e uipment ause in t'e 'ouse paint peeling ause-an*-e##e t *iagram


4'eap sol+ents

Temperature

/a* ,rus' ,ristle

Paint o0er 'irt

Question C 15 o# 15 ( Start timeD 0FD2?D2? "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is +ie e* as a 4onsistent "air


BS. 9000 an* BS. 900?

BS. 19HF an* BS. 1992

BS. 1992 an* BS. 199F


69/168

I.O @ 1 an' I.O @ 4

Question C 1 o# 15 ( Start timeD 0FD1FD1F "M ) Total Mar:sD 1

ll o# t'e #ollo ing are t'e o,8e ti+es a 'ie+e* simultaneously #or t'e sustaine* gro t'to ,e re ogni e* EK4E"TD


4ustomer satis#a tion

E##e ti+e lea*ers'ip

E##e ti+e 'uman resour es

Bntegration it' t'e supplier ,ase

Question C 2 o# 15 ( Start timeD 0FD1HD10 "M ) Total Mar:sD 1

Some organi ations emp'asi es t'e use o# uality tools ,ut #aile* to *o 'i ' o# t'e#ollo ing


o us on 'at is truly important to t'e *istri,utors

Incor&orate continuous i%&ro0e%ent e**orts

Ma:e #un*amental 'anges in t'eir pro esses an* ulture

o us on 'at is truly important to t'e ustomer

Question C > o# 15 ( Start timeD 0FD1HD5> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing tools 'as a ea:ness t'at it *oes not tell 'et'er t'e +ariation ist'e result o# spe ial auses or ommon auses


70/168


istogram

4'e : s'eet

"areto 'art

;un 'art

ll o# t'e #ollo ing are @uran s ,asi steps to progress EK4E"TD


'ie+e stru ture* impro+ements on a ontinual ,asis om,ine* it' *e*i ation an* asense o# urgen y

Esta,lis' an extensi+e training program

Esta$lish an e,tensi0e %arketin/ &ro/ra%

Esta,lis' ommitment an* lea*ers'ip on t'e part o# 'ig'er management

Question C 5 o# 15 ( Start timeD 0FD20D1? "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing statements& in relation to t'eory o# :no le*ge& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* no le*ge





71/168



Question C o# 15 ( Start timeD 0FD21D09 "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing per#orman e le+els is a systemati pro ess-,ase* approa '& earlystage o# systemati impro+ements


%o #ormal approa '

;ea ti+e approa '

.ta$le *or%al s#ste% a&&roach

/est-in- lass per#orman e

Question C F o# 15 ( Start timeD 0FD21D?F "M ) Total Mar:sD 1

Bn reati+e pro,lem sol+ing& 'i ' o# t'e #ollo ing re#ers to ,rainstorming


Mess in*ing

a t in*ing

"ro,lem in*ing

I'ea 6in'in/

Question C 9 o# 15 ( Start timeD 0FD22D>> "M ) Total Mar:sD 1


72/168

'i ' o# t'e #ollo ing *es ri,es a omplete *ata set


Measures o# *ispersion

Measures o* central ten'enc#

3e*u ti+e statisti s

Bn*u ti+estatisti s


'i ' o# t'e #ollo ing tools represents t'e entire pro ess at a 'ig' or *etaile*(*epen*ing on your use) le+el o# o,ser+ation& allo ing analysis an* optimi ation o#

or:#lo


4'e : s'eet

Pareto 'ia/ra%

lo 'art

istogram

Question C 11 o# 15 ( Start timeD 0FD2>D>> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is %.T t'e 'ara teristi o# t'e organi ations operatinga or*ing to t'e prin iples o# uality management



73/168

total ommitment to ontinually in reasing +alue #or ustomers& in+estors& an*employees

#irm un*erstan*ing t'at mar:et *ri+en means t'at uality is *e#ine* ,y ustomers& nott'e ompany

ommitment to lea*ing people it' a ,ias #or ,ro:en impro+ement an*mis ommuni ation

A co%%it%ent to *un'a%ental i%&ro0e%ent throu/h kno!le'/e skills &ro$le%sol0in/ an' tea%!ork

Question C 12 o# 15 ( Start timeD 0FD2?D12 "M ) Total Mar:sD 1

'ma* 'as organi e* a manual *ata olle tion in su ' a ay as to ,e easily use*&un*erstoo* an* analy e* automati allyA 'i ' o# t'e #ollo ing 'ma* 'as prepare*


4'e : s'eet

"areto *iagram

lo 'art

istogram

Question C 1> o# 15 ( Start timeD 0FD2?D5> "M ) Total Mar:sD 1

'i ' o# t'e #ollo ing is T;7E #or *esign an* *e+elopment outputs un*er BS.9001D2000 - Quality Management Systems


Bt B*enti#ies o# an* orre ts against potential on#orman e

Bt is use* 'ere ex ess in pro*u t ill only ,e apparent in use


74/168

Bt is Bnsigni#i an e an* on ealment o# signi#i ant #eatures o# t'e pro esses

It %eets the in&ut re"uire%ents *or 'esi/n an' 'e0elo&%ent

Question C 1? o# 15 ( Start timeD 0FD25D2 "M ) Total Mar:sD 1

'at is t'e purpose o# t'e 4ontrol 4'art


To in'icate 0ariations tren's an' the a%ount o* chan/e *ro% one ti%e &erio' toanother

To s'o 'ere to apply resour es ,y re+ealing t'e signi#i ant #e #rom t'e tri+ial many

To pro+i*e a s ienti#i approa ' to gat'ering in#ormation to impro+e t'e +ali*ity o#*e isions an* inter+entions

To monitor e##e ts o# t'e +aria,les on t'e *i##eren e ,et een target an* a tual per#orman e


'i ' o# t'e #ollo ing is t'e ontri,utor to t'e or: met'o* ause in t'e 'ouse paint peeling ause-an*-e##e t *iagram


4'eap sol+ents

Temperature

i* rain

Paint o0er 'irt


75/168

'at *oes t'e trans en*ent +ie imply #or 'ig' uality

Btis somet'ing e+erlasting

It i sso %et hin/ ti %e less a n' en'urin/

Bt is somet'ing pri eless

Bt is somet'ing per#e t

3uring 'i ' entury& t'e manu#a turers ,egan toin lu*e uality pro esses in uality pra ti es

1Ft' entury

1Ht' entury

19t' entury

t hcen t u r#


76/168

Tagu 'i suggeste* t'at loss in a pro ess is in rease*it' in rease in 'i ' o# t'e #ollo ing

Spe i#i ations

Stan*ar*s

4ompetition

a ria $il it#

T'e pro*u ts manu#a ture* *uring 1H00s ere uni ueA ouality as ensure* in t'is era

T'roug' reno+ation

Thr o u / hins & e c t io n

T'roug' al ulation

T'roug' repair

'i ' o# t'e #ollo ing is typi ally +ie e* to lie ,et een #ully +erti ally integrate* #irms

.u& & l# ch a i n % a n a/ e % ent


77/168

"ro*u tion 'ain management

Ralue 'ain management

3eman* 'ain management

T'e ma8ority o# a*+ertisers appeal t'e pu,li on t'e ,asis o# 'i ' o# t'e #ollo ing

Q u a li t #o * &ro ' uct

Quality o# sta##

Bn#eriority o# pro*u t

Bn#eriority o#ser+i e

'i ' o# t'e #ollo ing mo*els +alue sta,ility

.rganism mo*el

Mech a nis t i c% o 'el

4ultural mo*el

Total Quality mo*el


78/168

'at is t'e relations'ip ,et een Bs'i:a a an* 3eming

Son an* #at'er

%ep'e an* un le

. t u ' e n ta n' tea che r

Gran*son an* gran*#at'er

'i ' o# t'e #ollo ing as *e+elope* ,y Motorola toimpro+e its pro esses ,y minimi ing *e#e ts

BS. 9000

.i,si / % a

QS 9000

TQM

'at as t'e primary on ern o# managers *uring 19H0s


79/168

3ete tion

. t r a t e / ici % & a ct

4ontrol

4oor*ination

ou an as: *ire t uestions to uiet people an* try toontrol tal:ati+e peopleJ& #or 'i ' o# t'e #ollo ing purpose

M o $ili i n /t he / r o u&

eeping t'e group #o use*

;estating purpose

Starting pun tually

Some organi ations emp'asi es t'e use o# uality tools ,ut #aile* to *o 'i ' o# t'e #ollo ing

o us on 'at is truly important to t'e *istri,utors

In c o r & o r at ec o n t i n u o us i % &r o0 e % e nt e **o r t s


80/168

Ma:e #un*amental 'anges in t'eir pro esses an* ulture

o us on 'at is truly important to t'e ustomer

6earn 'o to tell 'en not'ing an ,e gaine* #rom#urt'er *is ussionA T'is re#ers to 'i ' o# t'e #ollo ing *is ussion s:ills inmeetings

ting as gate:eepers

4losing t'e *is ussion

s:ing #or lari#i ation

Testing #or onsensus

'i ' o# t'e #ollo ing mo*els 'as t'e +ie point t'at'ange an* learning are +alue* in t'emsel+es

.rganism mo*el

Me 'anisti mo*el

5 ul t u r a l% o 'el

Total Quality mo*el


81/168

Mar:eting resear ' arrie* out to :no 'et'er t'e parti ular area s'oul* ,e o+ere* in t'is ourseA 'at t'e ourse instru tors'oul* *e+elop

Theco urs e %e et i n/ re "uire %en ts o * t he uni 0 ersit #

T'e ourse meeting re uirements o# t'e instru tor

T'e ourse meeting re uirements o# t'e stu*ents

T'e ourse meeting re uirements o# t'e ,oo:seller

'i ' o# t'e #ollo ing statements is T;7E a,out3eming s p'ilosop'y

Bt is ,ase* on impro+ing pro*u ts an* ser+i es ,yre*u ing un ertainty an* +aria,ility in t'e *esign an* manu#a turing pro esses

Q u a li t #is e i t h e r o r n o t & re s ent in t h e ! h o le o r / a n i a t i o n t h a t " u a li t # i s t heres & o n s i $ il it # o * e 0 e r # o n e in t h e o r / a n i a t i o n

Bn reasing on#orman e to spe i#i ations t'roug'elimination o# *e#e ts& supporte* extensi+ely ,y statisti al tools #or analysis


82/168


83/168

Qui %o 2

%o+ 20& 2009 11D59"M

'i ' o# t'e #ollo ing re#ers to SB".4(Supplier-Bnput-"ro ess-.utput-4ustomer) *iagram

A hi/ h- le0el &ro cess %a &

lo -le+el pro ess map

'ig'-le+el per#ormer map

lo -le+el per#ormer map

'i ' o# t'e #ollo ing is on erne* a,out uality #ora 'ie+ement o# TQM

T'eManaging 3ire tor

T'e.perati+e

T'e


84/168

Quality Manager

E0 er#o ne in t he o r/ ani a tio n

'i ' o# t'e #ollo ing is re uire* #or meeting an*ex ee*ing ustomer s nee*

"lanning

4ontrol

Exe ution

Bnno+ation

'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a*imension o# uality

"ro*u tloo:s an* soun*s

/ran*name an* pri e

/ellsan* 'istles o# t'e pro*u t

,ilityto repair a pro*u t


85/168

'i ' o# t'e #ollo ing an 'elp to eliminate #ear an*en ourage team or:

Management

or:mans'ip

?ea 'ers hi &

;is:-ta:ing

'i ' o# t'e #ollo ing #o uses on results& not pro ess&an* en ourages s'ort-term ,e'a+ior


Typi al@apanese M/. system

Typi al4'inese M/. system

7n ommon4'inese M/. system


86/168

'i ' o# t'e #ollo ing statements& in relation tot'eory o# :no le*ge& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* no le*ge

The# s e e e 0 e n t s a s in'i 0 i' u a ls8 inci ' en t s r at h e r t h a n t he netres u lt o * % a n# in t e r a c t i o n s a n ' in t er' e & e n' e n t *o r ces

T'ey *o not :no t'e*i##eren e ,et een pre*i tion& #ore asting& an* guess or:

T'ey reate yni ism&*emorali ation& *e-moti+ation& guilt& resentment& ,urnout& ra iness& an*turno+er

T'ey *o not un*erstan* t'e*i##eren e ,et een impro+ement an* 'ange

'o ma*e some salient o,ser+ations a,out t'e #ailure toun*erstan* t'e omponents o# "ro#oun* no le*ge

.choltes

3eming

@uran


87/168

4ros,y

3o not permit o+erlong examples or irrele+ant*is ussionA T'is re#ers to 'i ' o# t'e #ollo ing *is ussion s:ills inmeetings

Summari ing

Ma na/ in/ ti %e

4losingt'e *is ussion

4ontaining*igression

'i ' o# t'e #ollo ing *e isions assume t'e existen eo# t'e #a ilities& ,ut *etermine t'e exa t pat'(s) t'roug' 'i ' a pro*u t#lo s to an* #rom t'ese #a ilities

6o ation*e isions

"ro*u tion*e isions

Bn+entory*e isions

Tr a n s& o r t a t io n 'ecis i o ns


88/168

B# t'e 'ange as su ess#ul& implement it on a i*er s ale an* ontinuously assess your resultsA 'i ' stage represents t'isstatement in t'e S'e 'art 4y le


3ostage

Act sta/e

"lanstage

4'e :stage

'i ' o# t'e #ollo ing is T;7E a,out entry-le+elmanagers as note* ,y 3eming in @apan

T'eyspen* 5 to 20 years on t'e #a tory #loor

The# s&en' 4 to 1 #ears on the*actor# *loor

T'ey


89/168

spen* ? to 1F years on t'e #a tory #loor

T'eyspen* F to 22 years on t'e #a tory #loor

'i ' o# t'e #ollo ing statements is T;7E a,out3eming s p'ilosop'y

Bt is ,ase* on impro+ing pro*u ts an* ser+i es ,y re*u ing un ertainty an* +aria,ility in t'e *esign an*manu#a turing pro esses

Quality is eit'er or not present in t'e 'ole organi ationN t'at uality is t'e responsi,ility o# e+eryonein t'e organi ation

Bn reasing on#orman e tospe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,ystatisti al tools #or analysis

Bn reasing loss& #ort'e pro*u er& t'e ustomer& an* so iety& asso iate* it' in reasing +aria,ility #roma target +alue

'i ' o# t'e #ollo ing statements is T;7E #or totaluality

.tresses on learnin/ an' a'a&tationto chan/e


90/168

,ilityto repair a pro*u t ui :ly an* easily

3i##i ultyin esta,lis'ing an* measuring ser+i e le+els

ustomer #o use* management system

'at is ne essary #or a system to ,e e##e ti+e

The co%&onents o* an# s#ste% %ust!ork to/ether *or the s#ste%

T'eomponents o# any system must not or: toget'er #or t'e system

T'eomponents o# any system s'oul* not ,e organi e* #or t'e system

T'eomponents o# any system s'oul* pro+i*e *isruption #or t'e system

A'%in*ministrator

%um,er o# postsD H05H

;ate ,y *minD


91/168

;eputationD 22

Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5 pm

1)T'e on ept o# ommon an* spe ial auses o# +ariations

as *e+elope* ,yD

S3eming

S3alter.he!hart

S@uran

STagu 'i

2)M/. stan*s #orD

S


92/168

Mana/e%ent $# O$Becti0e

SManagement ,y.rgani ation

SMaintenan e

,y .,8e ti+e

S

Maintenan e ,y .rgani ation

>)'i ' o# t'e #ollo ing statements is true a,out routine

inspe tionD

SBt a**s +alue to t'e pro*u t

SBt a :no le*ges *e#e ts as ell as a**s +alue to t'e

pro*u t

S

Itackno!le'/es 'e*ects $ut 'oes not a'' 0alue to the &ro'uct

Sll o# t'e gi+en options


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?)T'e su ess o# @apanese manu#a turers is *ue to & small an* in remental

impro+ements in *esign an* pro*u tionA

S5ontinuous

S,rupt

S4ontinual

S %one o# t'e gi+en options

5)ll o# t'e #ollo ing statements are true a,out

institute training ex eptD

SBt impro+es uality

S

Bt impro+es pro*u ti+ity

SBt en'an es or:ers morale

S


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Itcertainl# results in salar# incre%ent

).ne o# t'e a*+antages o# team or: isD

SIt$reaks 'o!n $arriers $et!een internal custo%ers an' su&&liers

SBt results in promotion

SBt results in salary in rement

S

%one o# t'e gi+en options

F);e or:ing t'e ost o# ualityA

S

3e reases

SIncreases

S %eutrali es


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re#ers to general pro esses o# impro+ement an*en ompasses *is ontinuous impro+ements

S4ontinuous impro+ement

S5ontinuali%&ro0e%ent

S4onstant impro+ement

S4onse uti+e impro+ement

9)Total uality osts in lu*eD

S"re+ention osts

Sppraisal osts

Sailure osts

S


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Allo* the /i0en o&tions

10) T'enoA o# prin iples in 3rA A E* ar*s 3eming


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Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5F pm

Total Quality Management (MGMT 510) Qui D 01Mar:sD 10 SemesterD Spring 200H

T'is Qui o+ers lessonsD 10-12A

1 3uring 19H0s&t'e 8o, 'ara teristi o# uality pro#essionals asD

E*u atingot'ers

/ 'ie+ing personal targets

4 4onsultati+eor: it' ot'er *epartments

D N one o * t he a $o 0e

2 3uring 1H00s&t'e uality as +ie e* asD


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pro,lemt'at an ne+er ,e sol+e*

H A &ro $le % to $e so l0 e '

4 tool #ormeasuring system

3 reme*y toontrol *e line

> 'y t'e#a tory managers reate* inspe tion *epartments

A T o k e e & ' e * ec t i0 e &r o ' u c t s a si ' e e n s u ri n /t he# 'o n o t re a c h t h e c us t o % e rs

/ To ensureuantity o# goo*s!ser+i es

4 To ount&gra*e& an* re or:

3 ll o# t'ea,o+e

? 3uring 1950s&ontrolling uality meantD


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To un*erstan*an* a**ress t'e auses o# poor uality

/ To simpli#yan* spee* up pro ess

4 To lin:out omes to uses

D A cti n/ o n 'e* ec ts

5 T'e #at'ero# statisti al uality ontrol isD

A A Taylor

/ @osep' MA@uran

4 "'ilip 4ros,y

D 3 al ter .h e! ha rt

T'e Six Sigmais a ne #ile separate #rom t'e total uality p'ilosop'yA

True


100/168

6a lse

F To*ay sonsumers *e#ine uality as ,eing #la less an* 'a+ing all o# t'e

attri,utes t'ey ant in 8ust t'e ay t'ey ant t'emA

True

alse

H T'e 3eming4'ain ;ea tion t'eory states t'at one o# t'e main purposes o#

'a+ing uality pro*u ts an* pro esses is more re or:A

True

6a lse

9 T'e t'eory o# +ariation 'elps us un*erstan* 'en t'ere 'as not ,een a

genuine impro+ement in per#orman e


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True

6a lse

10 SB".4*iagram is a tool use* ,y a team to i*enti#y all rele+ant elements o#

a pro ess impro+ement pro8e t ,e#ore or: ,eginsA

True

alse

Total Quality Management (MGMT 510) Qui D 02 Mar:sD 10SemesterD Spring 200H

T'is Quio+ers lessonsD 1F-19A

1 %on on#orman e is an expense o#D

"ro#it o#uality


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/ 3e#e ts o#uality

4 Quality o# pro*u t

D 5 ost o* "ual it#

2 4ros,y sapproa ' to management isD

pro,lemt'at an ne+er ,e sol+e*

H A$so lut es o* Qua li t# Ma na/ e%e nt

4 BnterimManagement

3 BS.

> /est pri e orero ost isD

To :eep*e#e ti+e pro*u ts asi*e& ensuring t'ey *o not rea ' t'e ustomers

H P re r o/ a t i0 e c o st


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4 To ount&gra*e& an* re or:

3 4ostlea*ers'ip

? Example o# pre+ention osts isD

A Q ua lit # i %& ro0 e %en t &ro Bects

/ 3o ngra*ing

4 To lin:out omes to uses

3 arrantylaims

5 /ig Q isD

Quality o#ser+i es

/ Quality o# people

4 Quality o# pro esses


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D A ll o * t he a $o 0 e

Lero 3e#e tsis a i*ely a epte* an* un*erstan*a,le on eptA

True

6a lse

F Managersassume* t'at t'ey s'oul* not impro+e uality ,e ause *e#e ts are

less ostlyA

True

6a lse

H Quality is a*estinationA

True

6 a lse


105/168

9 O%arro ly interprete*& uality means uality o# a pro*u t&P as state* ,y

Bs'i:a aA

True

alse

10 BS. as#irst release* in 1HH2A

True

6a lse

A'%in*ministrator


;ate ,y *minD


106/168

;eputationD 22

Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5F pm? 2

1A 'i ' o# t'e #ollo ing*o ument(s) is (are) in lu*e* in t'e uality system

a A"ualit# &olic#

,A 4ustomer#o us

A 4ommitment

*A llo# t'e gi+en options

2A ppropriate moti+es #or a*opting BS. 9000 in lu*e 'i ' o# t'e#ollo ing


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aATo reate a uality management system

,ATo impro+e operations

ATo on#orm to t'e re uirements o# ustomers

'Allo* the /i0en o&tions

>AQuality 'e :lists are use* toD

aAEnsure that Qualit# Assurance ste&s !ere*ollo!e'

,A eep uality inspe tors ,usy

A Bn#orm upper management 'ere #ailures o ur

*A "re+ent pro8e t au*its

?AT'e BS. 9001D2000 stan*ar*s are

aA More i*ely a*opte* in t'e 7ASA t'an in Europe


108/168

$Qualit#%ana/e%ent &roce'ures that a''ress lea'ershi& 'ocu%entation an'recor'-kee&in/

A re :no n as t'e /al*rige stan*ar*s in t'e 7AS

*A set o# pro*u t spe i#i ations #or all in*ustries

5A 3o umentation an* *ata on existing pro*u ts aret'e examples o#

External inputsInternal in&uts.t'er inputs

%one o# t'ea,o+e options

A 'i ' o# t'e #ollo ingstatements outline t'e relations'ip #a tor

aABS. 9000 an* total uality are not in ompetition

,ABS. 9000 an* total uality are not inter 'angea,le

ABS. 9000 is ompati,le it' total uality


109/168

'All o* the a$o0e

FA 'i ' o# t'e #ollo ing is not an example o# p'ysi al#a tors a##e ting or: en+ironment

%oise4leanliness

ir #loNoneo* the /i0en o&tions

HA O"er#orman e omes e##ortlesslyP re#ersto stage o# learning a or*ing to psy 'ologistsA

7n ons iousin ompeten e4ons iousin ompeten e4ons ious

ompeten eCnconsciousco%&etence

9A T'ere are le+els o#t'e 4MMA


110/168

our6i0eSixT'ree

10AT'e un*erlying ause(s) o# TQM *e#i ien ies is (are)D

The*ailure o* %ana/ers to un'erstan' the conce&t o* "ualit#4ostlyimplementation o# uality management system6a : o# employee in+ol+ement

llo# t'e gi+en options

1A6ea*ersD

aA"us'rat'er t'an pull

,A Must ,e trust ort'y ,ut not ne essarily ourageous

c no!!here the# !ant to /o

*A %ee*to *i tate


111/168

2AT'e Steering 4ommittee must *e+elopD

aAMission statement

$5ontinual i%&ro0e%ent

ARision statement

*All o# t'e a,o+e

>A.ne t'ing t'at t'e implementation plan must pro+i*e isD

aAS'ort-term #o us

,A6ea*ers'ip *elegation

ARision statement

'Trainin/


112/168

pro+i*es in#ormation on 'o pro*u ti+ity an* uality an ,e ontinuouslyimpro+e* t'roug' pro,lem i*enti#i ationA

Statisti aluality ontrol

.tatistical&rocess controlTree3iagram

%oneo# t'e gi+en option

is a grap'i tool #or *e#ining t'e relations'ip ,et een ustomer *esires an* t'e #irm!pro*u t

apa,ilitiesA

ouse o* Qualit###inity *iagramrro *iagram

%one o# t'e gi+en option

TRCEOR 6A?.E

AT'e a##inity *iagram is use* to ,ring logi to t'e

pro ess o# i*enti#ying relations'ips among t'e +arious i*eas re or*e* on t'e


113/168

tree *iagramA 6alse

FATotaluality implementation must not ,e *elegate*A True

HA 4ompetiti+e an* ,en 'mar: *ata are essential #or planning uality lea*ers'ip ,e ause t'ey ma:e possi,le lear an* o,8e ti+e

uality omparisonsA True

9A 3eployment re#ers to t'e extent to 'i ' t'e approa 'esare applie* to all rele+ant areas an* a ti+ities a**resse* an* implie* in t'eexamination itemsATrue

10A Btis ,est to apply S"4 to all pro esses at on eA 6alse

A'%in*ministrator


;ate ,y *minD


114/168

;eputationD 22

Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5H pmSolution o# Qui

1 'at isuality

Mee t i n /a n' e, ce e'i n/ t he custo %e r8s e, & ectat ions

**ing extras to ma:e t'e ustomer 'appy

T'e *egree to 'i ' t'e pro8e t meets re uirements

4on#orman e to management s o,8e ti+es

2 ll o# t'e#ollo ing are t'e groun*s to gi+e ,irt' to total uality approa '

EK4E"TD


115/168

.,session it' uantity

4on#usion an* poor lea*ers'ip

.ne employee in 'arge

P o li t ic a l'is o r ' er

> ll o# t'e#ollo ing are t'e ma8or *e ision areas in supply 'ain management

EK4E"TD

6o ation

"ro*u tion

Bn+entory

Prici n/

? 'i ' o# t'e#ollo ing is true #or su,systems

T'ese are not lin:e* toget'er as internal ustomers an*


116/168

suppliers

T'ese are lin:e* toget'er as external ustomers an*suppliers

T'ese are lin:e* toget'er as external an* internalustomers an* suppliers

Thesea re lin ke ' to /e th er as i nt ernal c usto %ers a n ' s u& &l iers

5 Bn 'i ' o# t'e #ollo ing operations great *eal o# +ariations an o ur

Ma nu*a cturi n/

inan ing

"ur 'asing

Selling

it' totaluality perspe ti+e& employees are empo ere* to t'in: an* ma:e

re ommen*ations #or 'i ' o# t'e #ollo ing

5 o n t i n u a l

8/13/2019 MGT510 Amega F

mgt510 amega file for mid term papers quizzes

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