tqm & hr consolidated

TQM & HRList of Attempted Questions and Answers

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Calibration activity carried in company isHow TQM helps in reducing costQuality planning isVender assessment is

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Common elements of winners areEuropean quality award is for

MBQA is eligible for

Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Match The Following Question

Malcolm baldring award seeks improvement in

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Crosby's objective of qualityDr. Deming believesIshikawa developmentType of variation is due to

Customer satisfaction surveyDimension

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Poor service is due toService characteristic True/False Question Correct Answer Multiple Choice Multiple Answer Question

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Circle symbolLCT meansPareto analysis is

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Multiple Choice Single Answer Question Correct Answer Match The Following Question

X bar means

ISOISO currently in useISO emphasis onLead assessor

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Estimate made by managementForecastsStatistical methodWork study method

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CoachingCommittee assignmentSensitivity trainingSimulated decision games

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In ISO the focus on customer

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Responsibility for quality objective

The management review conducted

The management representative is responsible far

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CMM isCritical process maturity concept includeManaged level of processProcess is managed level

Capability of any processPPK is device whenProcess capability is Device to find outThe difference ppk & cpk

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Multiple Choice Single Answer Question

Kaizen isQuality circle benefit toQuality circle can solve problem related toTQM promotes

Correct Answer Multiple Choice Single Answer Question Correct Answer True/False Question Correct Answer True/False Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer True/False Question Correct Answer Multiple Choice Multiple Answer Question

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Activities outsourcedThe process mappingThe quality manual haveThe role of management in QMS

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BureaucraticExcellence meanLeadership from top

Correct Answer Multiple Choice Multiple Answer Question Correct Answer True/False Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Select The Blank Question Correct Answer Multiple Choice Multiple Answer Question

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Team work mean Multiple Choice Single Answer Question Correct Answer True/False

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Need for TQM isPillar of TQMQuality approachTQM focuses on

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Quality approach isTQM & ISO both focuses onTQM approach isWhich tool is used in implementing ISO-9000

Correct Answer Multiple Choice Single Answer Question Correct Answer Select The Blank Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer True/False Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Select The Blank Question Correct Answer True/False Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Match The Following Question

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ISO is Quality management system.True

Evolution of quality concept. Current era isContinual Improvement

Service Assurance is :-

TQM is a:-Philosophy

Cause & Effect diagram used to :-

Training & development

In statistical quality control, primary concern is :-Control

The management review is carried :-To ensure effectiveness Of QMS

While calculating PPK standard deviation is________.Calculated

Quality circle benefit to Employee.True

While calculating CPK standard deviation is________.Estimated

How TQM helps in reducing cost?By reducing internal failure , By reducing external failure cost

Working together for excellence is ________.Team work

TQM & ISO both focuses on employee.

Confidence with customer , Customer have trust , Employee have knowledge

Identify & organize possible causes of problem , Identify possible causes of problem & determining its relation

________ helps organization reduce employee turnover and absenteeism.

False

Appraisal costBy reducing external salePrevention costAppraisal cost

The need for TQM is due to Cut throat competition.True

Multi- disciplinary approach means :-

Arrow indicates ________.Direction of flow

The TQM approach is based on employee's ________.Participation

In ISO the focus is on :-Enhancing customer satisfaction

Reliability of product means :-Consistency of performance , Performance over period

Current quality concept is :-Continual improvement , Prevention of defect

In inspection primary concern is :-Detection of Defect , Action on only detected defect

Response is________.Speed

The European award uses the criteria of efficiency & effectiveness.True

Process Quality planning means ________.Building quality into processes

Does TQM approach have relevance to Indian industry in context toPeople involvement , Customer satisfaction

Process evaluation is to identify :-

Correct Answer

People from different discipline in organization , People from different department having diff skill

Potential failure prevention , Correctness of product

Management representative.

The management review to be conducted :-As & when required

The evaluation & selection of vendor :-Must have predetermined procedure , Must be assessed

The evaluation & selection of vendor :-Must have procedure for it

Environment policy must contain :-Mission & core values with respect to the enviroment

According to traditional thinking, quality improvement leads to :-Lower productivity

The mean is :-Center of process , Target of process

TQM approach is:-Centered on quality

True

Quality approach is potential failure prevention.True

According to Deming quality improvement is analogous :-To reduction of Variation

The ISO is based on Plan - do - check- Act.True

The Design & Development Review to be carried ________To evaluate ability of product to meet requirements

Which are pillar of Tqm :-Morale , Delivery

TQM emphasises on ________.Small improvement

The planning & implementing Enviromental policy is responsibility of________

Leadership from top should be totally honest & transparent in dealing .

In Quality circle, which problems are solved?Work related

Following are the phases of intervention:-Formulation stage , Maintenance stage , Implementation stage

Leadership style from top to bottom is :-

Tqm focus on :-Employee , Customer

While recruiting person he shouldCompetent to perform job , Trained to perform specified job

Senior management was activity involvedImproving efficiencyQuality & productivityManufacturing organization

In ISO the focus is on :-Enhancing customer satisfaction , Delighting customer

Strategic quality management means :-Strategic Improvement

CPK is 1' 33 means 64 PPM.True

While setting Quality objective, ________ to be considered.Customer need

While setting Quality objective, What is to be consider :-Customer need

True

ISO - 14001 is :-

________ is responsible for quality objective.

Totally honest & transparent , Providing consistent vision / direction

Correct Answer

By Applying basic principle, the process improvement will be in organization's focuses on work process.

Powerful management tool to be used by an organisation to control the environmental hazards.

Top management

What is CMM ?Capability maturity model

According to Deming, Quality problems are :-Due to management

________organisations are not eligible for MBNQA.Software

ISO 14001 is the management representative, responsible for :-Planning and implementing policy

Does TQM approach have relevance to Indian industry in context toCustomer satisfaction , People involvement

Malcolm Baldrige national quality award is for ( MBNQA ) :-Total quality management

Business objectives are derived from mission statement.True

Focus on work process , Maintain self esteem of other

Reputation means________.Past performance

While setting Goal ,following things to be consider.Marketability of product , Organization need

Integrity means :-True to our words

Documents in company are controlled by :-Management Representative.

PP & PPK is calculated for :-Initial production run , Initial process setting

TQM promotes________Team work

Payment Against warranty is________.External failure cost

By Applying basic principle the process improvement will be in organization's :-

The role of management in QMS is to provide resources.True

Physical facilities is tangible dimension.True

Quality means________.Fitness for use

Zero Deviation means product is set on mean.True

The competence of the employee means :-

Employee should be involved in :-Decision making , Participation

The supplier must provided ________ information to management.Adequate

Quality approach is continual improvement.True

Value is for which customer is paying.True

What is quality policy?Overall intention & direction of organization towards quality

Special characteristic means :-

Recruitment & Selection are critical HR issue.True

True

Lead assessor is :-Qualified personnel , Leading team of auditor

Competence of personnel performing work affective quality , Evaluale the effectiveness of action taken , Maintain appropriate Record

Product characteristic which affect fit/ function / Regulation , Characteristic of product which are regulatory requirement.

Enviromental impact is any change to the environment, whether adverse or beneficial.

The documents of external origin ________Should be controlled separately

The soft side of TQM include Training on jobTrue

TQM is aiming :-Long term success

In ISO the focus on customer is ________In Enhancing customer satisfaction

Training helps organization Reduces employee' turnover.True

CMM is use for :-Managing software project

In business, vision involve :-Mission statement

Which is not part of cost of poor quality ?Appraisal cost

Dr. Deming Believes that :-Quality & Productivity walk in hands

The non conforming products are ________.Identified & controlled

Planning of internal hazardous material & its disposal________.Contains Planing aspect

By adopting Tqm philosophy, it benefit to :-Organisation , Employee

Failure mode & effect Analysis is prevention tool.True

Quality approach is________Potential failure prevention

ISO calls for Product approach.False

Enviroment indudes natural resources.

True

ISO - 9000 -2000 this revision of ISO is currently in use.True

Capability maturity model

Need for Tqm is due :-Cut throat competition , Customer requirement

HistogramTo prevent defectCause & effect diagramCommon causes

Rectangle represent ________ While plotting flow chart.Steps in Activity

Single status

Plan aspect contains :-Planning of internal hazard & its disposal

The inviromental policy must :-

Tally chart is :-Data collection tool

European award is given to any country.False

What is environment?Surrounding in which an organization operates.

What is EMS?Enviromentel management system

To assess customer satisfaction levelPhysical facility

Model used in software industry to check the quality is called________

Correct Answer

________ is important in providing some underpinning of the sense of shared responsibility.

Commits to prevention of pollution , Be Relevant to the activity , Comply with legislation

Correct Answer

Inadequate resourceVary from time to time

In TQM "Total" means Total Organization.True

The inviromental policy must contain & communicate the :-

The Quality problems arises :-Due to management , Due to Employee

Bar chart is :-Frequency Distribution tool , Data analysis tool

Competitive advantage will be achieved by :-

Diamond represent ________ while plotting flow chart.Decision point

The role of management in QMS is :-To provide resources , To provide support

Which of the following is not process input?Testing

Before Accepting the order :-It should be reviewed

The role of management is :-

Cost of poor quality comprises :-Cost of internal failure , Cost of external failure

The quality manual have :-Level 3

ISO 9000 & TQM are supportive to each other.True

TQM focuses on :-Customer

Mission & value with respect to enviroment , Control & improve enviroment , Enviromental impact

Serving customer in excellent fashion , Get in pat from customer & convert in service , Technological improvement

To provide Resources , To define EMS , To monitor the effectiveness of the system

The quality manual have one Level.False

Quality is fitness for PurposeTrue

False

What is part of cost of poor quality?External failure cost

________ provides the competitive advantage.Serving customer in excellent fashion

Predictable

What is document control?Document Required by EMS to be controlled

CMM is nothing but :-Use of process means , Capability maturity model

CP & CPK is calculated :-To predict future process , To predict future product performance

The quality approach is ________Potential failure prevention

The human Resource :-Must be competent

Common elements of winners are :-

What CPL indicates ?Process capability relative to lower specification limit

Binging or end of operationLower control limitData analysis told

The performance of process is in controlled condition then it is called process at managed level.

The variability in process is reduced, then the process become more :--

Senior management was actively involved , Control of overall process , Focus on customer

Correct Answer

Average of reading

When cpk is less than one, :-Process is not capable , Process is volatile

In parato Analysis, we have to focus on problem which contribute :-80 % Of total problem , 80 % Of causes.

The operational control in EMS is :-The process of controlling environment

By adopting TQM philosophy, it benefits to :-Organisation & employee

In TQM, approach to employee is to involve people.True

When the process is called under control?When it is within specification

Benefit of model based improvement are :-Establish common language , Models are comprehensive

Consistence , Repeatable , Predictable

The base of Tqm is________Employee involvement

True

International organization far standardISO - 9000 -2000PreventionQualified personnel

In control chart, X bar means :-Average of Reading

Enviromrntal Policy

Common features of CMM is how to produce software product which are :-

Each Environmental objective must be traceable back to the Environmental Policy statement.

Correct Answer

In ISO - 90001Quality policy declare by management. Similarly what is specified in ISO - 14001?

ISO - 9000- 1994 is ________Model for quality Assurance

Histogram is used to compare data.True

Dimensions of quality are :-Performance , Feature , Reliability

True

ISO emphasis on :-Prevention

Quality

ISO - 14001 gives stress on :-

Which is not Business objectivity?Supplier satisfaction

Tool is used in TQM implementation is ________.P -D - C - A

Knowing capability of any process is required to ________.Predict the behavior of process

________ is the machine down time.Waste

When the process is ________ then it is under control.Within specification

True

Quality circle encourage :-Tem work , Participation

The management review to be conducted :-At predetermined Interval , As & when required

Venders are assessed on predefined criteria if some activity are outsourced.

________ is a strategic effort, directed at attaining business objective, through preventive action.

Plan - Do -check -Act , Enviromental protection , Prevention rather than detection

The main business process objective is to serve the customer in excellent manner.

Process Quality planning means :-Building quality into processes

Control chart shows :-Performance of process

Zone in Tolerance means :-

Quality policy is defined by employee of organisationFalse

In inspection primary concern is :-Detection of Defect

Who is responsible for Deploying quality policy?Top management

TQM approach is based on Participation.True

ISO 9000 & TQM are :-Supportive to each other

Bar chart shows how data is spread across the range.True

True

C S Sanker

HRD is a total system with various :-Sub systems

Plateaus

One of the advantages of 360 degree appraisals is that :-It reduces bias / prejudice

Gap between adequate service & desired service , Gap between min & max expectation

There is a growing awareness by employers of the value of the employer `Brand'.

The following personality holds the view that HRD is a developmental oriented planned effort in the personnel area :-

Occasionally, learning curves show ________, which are the areas in the learning curve which indicate no progress in learning.

The model of planning as a people process has benefits to :-Groups , Divisions , Constituent companies

The following is not an essential objective of HRD :-

True

The very purpose of worker being at workplace is his :-Work

Sales figures , Production output

Simplest method of assessmentBased on measures of productivityVary in their degree of sophisticationSystematic analysis of work

M. M. Khan remarks that HRD is the process of :-Increasing knowledge , Capabilities , Positive work attitudes

Training needs may be assessed by identifying :-

Commitment

Lecture courses is often an "In-house" activity in any organisation.True

HRM

Commitment

False

To minimize the utilization of human resources for the achievement of individual

Different application forms may be necessary for different kinds of work.

In Results Method to appraisals, Manager can consider results in form of :-

Correct Answer

The gap between skills possessed by employee and those required for the job

A key issue in planning for action is how to motivate ________ to organisational change.

If proper ________ activities have been conducted, there should be no need to masquerade the salary.

If there is no ________ the organisational tasks may not be done at all or are done at a slow pace.

Employees of an organisation cannot participate in HRD audit. It is concerned only with top management's views and goals.

True

Performance Ratings must be ________.Job related

Job data on features of the job can be collected from :-

True

HRD at organisational level talks of :-

True

HRD has become a popular concept now, particularly in the :-Business world

Age & Performance

When costing projects

Guidance through advice / suggestionsStudy of specific organisational problemUnstructured group interactionActing out managerial problems

Active participation of employees in Appraisal interviews helps :-

Quality control is a management process which consists of :-

Organisational change through continuous learning is necessary for organisations to survive in today's world.

Employees who perform the job , Other employees who watch the workers , Trade job analysts

One of the reasons for delayed improvement of QWL is lack of consciousness among employees.

Organisation's manpower planning , Training , Performance appraisal

A trainer should concentrate developmental activities on category of "Problem Children" to get best results.

HR Manager has to consider these dimensions while planning for career developmental activities:-

Balancing the cost between the utilization of plant & work force is especially important :-

Correct Answer

To identify root causes & obstacles to performance , To generate constructive ideas for improvement

Problem children

The following tamper the constitutionalism of an organisation :-

________ gives the employees a feeling of gaining something extra.Fringe benefits

True

Human resources

True

Individuals

The opportunities are for new ________.Ventures

Manufacturing processes

Social adaptation

Management succession is a direct responsibility of :-CEO & Top Management

Evaluate actual quality performance , Compare actual performance to quality goals , Take action on the difference

________ are those people who have great potential and genuine capacities but not utilising it at all.

Bias on part of management , Lack of privacy , Improper process of discipline

Some of the competencies like attitudes, skills, perspectives etc may cut across all levels and departments in the company.

In today's competitive business environment, the most important resource is considered to be :-

In sensitivity training, the interaction of participants is facilitated by a professional behaviour scientist.

Generally, for immediate future, succession plans are prepared for :-

While examining top management's style of managing people, HRD consultants examine :-

The leadership styles of managers , Human relation skills of managers , Attempts to create a learning environment in company

There has been a general feeling that quality control concepts are applicable to ________ only.

Organizations should take positive measures to facilitate ________ of new employees through Induction.

If Appraisals are not conducted properly, it can lead to :-Wastage of time , Feeling of frustration , Strategic failure

A well designed training programme :-Is planned in logical manner

Good HRD practices do not make any difference on many counts.False

The Personnel needs of an organisation are identified in :-Human resource planning

Tendency to "Top out"

The customer requirement to be reviewed :-Before supply of product , Before commitment of supply of product

Poor service is due to :-Inadequate Resources

Dr. Deming worked in which country ?Japan

Vender Assessment is :-Appraisal cost

Continual improvement is in :-Enviromental objective , Audit Result , Corrective action

Prevention of pollution is prevention of cause of pollution.True

The primary responsibility of human Resource is ________To provide competent person

Continious improvement is improvement of inviromental system.True

The documents of external origin :-Should be controlled separately

Enhancing customer satisfaction

The drawbacks of skill-based pay schemes are ________ and the lack of performance contingency.

Correct Answer

Top managementEstablishment & implementation of QMSAs & when required

False

The evaluation & selection of vendor ________.Must have procedure for selection

What are critical HR issue ?Recruitment & Selection , Training & development , Appraisal

ISO calls far :-Product approach

In quality Assurance primary concern is:-Co-ordination

The need fore CMM is :-To ensure that the product is consistent

What is core value?Excellence

Calibration Activity in company is :-Appraisal cost

Process capability is :-Long term performance of process

Finance is pillar of TQM.False

The management representative is responsible for :-Establishment & implementation of QMS

What are main business process objectiveCustomer service , Profit & loss

The ISO is based on :-Plan - do - check- Act

Mission conveys the massage about what & who is :-Company

Continual improvement which focusses on the improvement of of the EMS, must be reviewed every monthefor any changed aspects and impacts.

If some activity are outsourced :-

Significant aspect means Perceived Risk.True

When the process is in mature stage, it means ________.Process is defined

________ is calibration activity in company.Appraisal cost

Gap 5 is :-Gap between expectation & perceived service

The difference of USL & LSL is range.False

Cost of quality includes :-Prevention cost , Appraisal cost , Cost of internal failure

ISO emphasis on Detection.False

What CPU indicates ?Process capability relative to upper specification limit

The process mapping means sequence & interaction of process.True

In TQM - M stands for :-Management

True

HR policies must be correlated with :-Company vision

Ishikawa is the originator of :-Fishbone Diagram , Cause effect Diagram

Control chart is :-Process monitoring tool , Process control tool

Vendors are assessed on predetermined criteria , Procedure to be followed for assessing vendor

Process capability is only calculated when it qualify Bell shape curve.

The objective of ISO-9000________Customer satisfaction

Failure Mode & Effect analysis is used as :-Prevention tool , Analysis tool

Corrective action means :-Action taken on detecting NC , Action taken on observed NC

________ brings cultural change.Small improvement

Circle represent ________ while plotting flow chart.Beginning or end of operation

TQM approach centered on quality.True

TQM approach is based on :-Participation

The process evaluation is to identify :-Potential improvement in process

The records shall be maintained to provide :-

According to she wart, types of variation are :-As common & special causes

Intangibility is ________.Service is intangible

True

In TQM "Total" refers to :-Total organisation

False

Enviromental impact is :-Any change to envioment resulting from organization activity

Evidence of conformity to requirement , Demonstrate effectiveness of system

Documents in company are controlled by Management Representatives.

When process improvements are institutionlized, the process is optimized level

The Enviromental policy contains :-Commitment to prevention of pollution

Analysis is :-Process monitoring tool

Any process is to be ________.Controllable

The management review to be conducted ________.At predetermined interval

The benefits of Quality circle can be experienced by :-Employees , Organization

Capability maturityProcess capabilityProcess is controlledPerformance is model respectable

Measuring instrument should be :-Calibrated , Adjested & Re-Adjested , Properly located

The ISO is based on :-Plan - Do - check - Act , Continual improvement

All employee in organization must :-Understand & recognize commitment

Poor service is due to Poor people.False

While calculating PPK standard deviation is :-Calculated

Payment Against warranty is :-External failure cost

To predict the behavior of processesTo establish initial process specificationWhether process follows natural variation or notMethod of calculating Std. Deviation

Record may be :-

Correct Answer

Correct Answer

Procedure to control its use.

ISO is known for :-Quality management

Gap 5 is Gap between expectation & perceived service.True

Objective of finding cost of quality is to analyze it, reduce it.True

Which of the following are depicted as the levels of the TQM?Culture , Management style

The benefite of ISO 14001 are applicable to :-

Which revision of ISO is currently in use?ISO - 9000 -2000

Which type of organization is not eligible for MBNQA?Manufacturing

Service characteristic of perish ability means :-Service can not store

True

Factor in GAP 1 is :-

Small changeEmployeeContinuous improvementEmployee participation

________ is one of the major business processes.Customer servive & supply chain

Control chart is :-Process control tool , Process monitoring tool

Who is responsible for quality objective?

The organisation which adopts it , Adjacent property owner & enviroment

Periodic review of process to be taken to ensure consistency of process.

In sufficient market research , Luck of interaction between management & customer , Luck of communication

Correct Answer

Top management

TQM culture is :-Continuous improvement

In ISO the focus is on :-Delighting customer , Enhancing customer satisfaction

Quality planning is :-Prevention cost

Quality circle encourages Employee Participation.True

ISO - 9000- 1994 is Model for quality Assurance.True

Lead assessor is Qualified personnel.True

Quality circle encourage :-Participation , Tem work

The benefits of Quality circle can be experienced by :- Employees , Organization

True

In inspection primary concern is :- Detection of Defect , Action on only detected defect

CPK is 1' 33 means four sigma process. True

The supplier must provided ________ information to management. Adequate

Following are the phases of intervention:- Formulation stage , Maintenance stage , Implementation stage

Single status

Product quality planning should address capability & qualification of equipment.


In ISO the focus on customer is ________ In Enhancing customer satisfaction

Tally chart shows the :- Frequency of event

Gap 5 is :- Gap between expectation & perceived service

TQM focuses on customer by Delighting customer. True

TQM promotes________ Team work

ISO - 9000- 1994 is ________ Model for quality Assurance

In TQM, approach to employee is to involve people. True

By adopting TQM philosophy, it benefits to :- Organisation & employee

The quality approach is ________ Potential failure prevention

The role of management in QMS is to provide resources. True

The management review to be conducted :- At predetermined Interval , As & when required

In statistical quality control, primary concern is :- Control

The primary responsibility of human Resource is ________ To provide competent person

The role of management in QMS is :- To provide resources

The Design & Development Review to be carried :- To evaluate the ability of Design to meet Specification

The evaluation & selection of vendor ________.

Must have procedure for selection

Process capability is :- Long term performance of process

The soft side of TQM include Training on job True

Bar chart is :- Frequency Distribution tool , Data analysis tool

Quality

The base of Tqm is________ Employee involvement

Gap 5 is Gap between expectation & perceived service. True

While recruiting person he should Competent to perform job , Trained to perform specified job

True

True

Documents in company are controlled by :- Management Representative.

When cpk is less than one, :- Process is not capable , Process is volatile

In inspection primary concern is :- Detection of Defect

Service characteristic is :- It is intangible

In control chart, X bar means :- Average of Reading

The ISO is based on :-




Plan - do - check- Act

CMM is nothing but :- Use of process means , Capability maturity model

Malcolm Baldrige national quality award is for ( MBNQA ) :- Total quality management

Documents in company are controlled by ________. Management Representative

In ISO the focus is on :- Enhancing customer satisfaction , Delighting customer

ISO emphasis on Detection. False

Control chart is :- Process monitoring tool , Process control tool

In business, vision involve :- Mission statement

CMM is applicable to :- Software industry

What are main business process objective Customer service , Profit & loss

The documents of external origin :- Should be controlled separately

The objective of ISO-9000________ Customer satisfaction


Which is not part of cost of poor quality ? Appraisal cost

Tqm focus on :- Employee , Customer

The customer requirement to be reviewed :-


Evolution of quality concept. Current era is Continual Improvement

CMM assumes that :- Problems are of managerial nature

Process Quality planning means ________. Building quality into processes

Current quality concept is :- Continual improvement , Prevention of defect

Response is________. Speed

Strategic quality management means :- Strategic Improvement

Working together for excellence is ________. Team work

Who is responsible for quality objective? Top management

________ is the machine down time. Waste

The performance process is repeatable level. True

Benefit of model based improvement are :- Establish common language , Models are comprehensive

The non conforming products are ________. Identified & controlled

Arrow indicates ________. Direction of flow

TQM & ISO both focuses on :- Customer

Reliability of product means :- Consistency of performance , Performance over period

Before supply of product , Before commitment of supply of product

ISO - 9000- 1994 is :- Model for quality Assurance

Which of the following are depicted as the levels of the TQM? Culture , Management style

True

True

ISO - 9000- 1994 is Model for quality Assurance. True

Customer satisfaction , People involvement

________organisations are not eligible for MBNQA. Software

Quality means________. Fitness for use

The ISO is based on Plan - do - check- Act. True

Training helps organization Reduces employee' turnover. True

If TQM done properly :- It brings significant organisational changes

Prevention of pollution is prevention of cause of pollution. True


What is part of cost of poor quality? External failure cost

In parato Analysis, we have to focus on problem which contribute :- 80 % Of total problem , 80 % Of causes.



Does TQM approach have relevance to Indian industry in context to


Cost of poor quality comprises :- Cost of internal failure , Cost of external failure

While setting Goal ,following things to be consider. Marketability of product , Organization need

Objective of finding cost of quality is to analyze it, reduce it. True

Lead assessor is :- Qualified personnel , Leading team of auditor

While calculating CPK standard deviation is________. Estimated

Value is for which customer is paying. True

The process mapping means :- The sequence of operation & interaction of process

Recruitment & Selection are critical HR issue. True


Internal audits to be conducted to check the :-

Mission conveys the massage about what & who is :- Company


While calculating PPK standard deviation is________. Calculated

Lead assessor is Qualified personnel. True

ISO is Quality management system. True


Conformance to ISO - 14001 , Conformance of system for effectiveness , Stuatutory Requirement


Quality is fitness for Purpose True

TQM culture is :- Continuous improvement

Vendors are assessed based on predetermined criteriaThe sequence of operation & interaction of processLevel 3To provide resources

Dr. Deming worked in which country ? Japan

Analysis is :- Process monitoring tool

Enviroment indudes natural resources. True


The operational control in EMS is :- The process of controlling environment

Planning of internal hazardous material & its disposal________. Contains Planing aspect

The company collect document to :- Demonstrate effectiveness of system , Requirement of QMS

Payment Against warranty is________. External failure cost


Bar chart shows how data is spread across the range. True

Dr. Deming's contribution is in the field of :- Quality

Correct Answer



The European award uses the criteria of efficiency & effectiveness. True

All employee in organization must :- Understand & recognize commitment

IS0-14001

Process evaluation is to identify :- Potential failure prevention , Correctness of product

True

In ISO the focus is on :- Enhancing customer satisfaction


Continious improvement is improvement of inviromental system. True

Knowing capability of any process is required to ________. Predict the behavior of process

________ is responsible for quality objective. Top management

The management review is carried :- To ensure effectiveness Of QMS

ISO calls for Product approach. False

Which of the following are depicted as the levels of the TQM? Management style , Culture

Which type of organization is not eligible for MBNQA? Manufacturing

CPK indicate :- Process capability of two side process with centre

The enviromental management system followed by organisation is ________.



The need for TQM is due to :- Cut throat competition

In TQM - M stands for Money. False

True


________ is one of the major business processes. Customer servive & supply chain

ISO 9000 & TQM are :- Supportive to each other

In quality Assurance primary concern is:- Co-ordination

Failure Mode & Effect analysis is used as :- Prevention tool , Analysis tool

Creativity means :- Unlimited thinking

Permissibility

ISO emphasis on :- Prevention

________ provides the competitive advantage. Serving customer in excellent fashion

Who is responsible for Deploying quality policy? Top management

True

Which revision of ISO is currently in use? ISO - 9000 -2000

The process evaluation is to identify :-

Cause & effect diagram shows relation between causes & its effect.


Service characteristic has limited shelf life, which is also known as ________.


Potential improvement in process

The Quality problems arises :- Due to management , Due to Employee

European award is given to any country. False

Cost of quality includes :- Prevention cost , Appraisal cost , Cost of internal failure

Employee should be involved in :- Decision making , Participation

In Quality circle, which problems are solved? Work related

By adopting Tqm philosophy, it benefit to :- Organisation , Employee

Tally chart is :- Data collection tool

Zone of tolerance means :- Gap between adequate & desired service level

Circle represent ________ while plotting flow chart. Beginning or end of operation


Quality approach is________ Potential failure prevention

ISO calls far :- Product approach

TQM is aiming :- Long term success

Working together for excellenceSatisfy all customer needProvide consistent vision direction


Correct Answer

Unlimited thinking

Payment Against warranty is :- External failure cost

False

The role of management in QMS is :- To provide resources , To provide support

What is quality policy? Overall intention & direction of organization towards quality

In TQM "Total" means Total Organization. True

Control chart shows :- Performance of process

HR policies must be correlated with :- Company vision

What is document control? Document Required by EMS to be controlled

The evaluation & selection of vendor :- Must have predetermined procedure , Must be assessed

Diamond represent ________ while plotting flow chart. Decision point

Significant aspect means Perceived Risk. True


What is core value? Excellence

Dimensions of quality are :- Performance , Feature , Reliability



Environment policy must contain :- Mission & core values with respect to the enviroment

CPK is 1' 33 means 64 PPM. True

What is ISO? International organization far standard

Due to cut throat competitionProductivity -Quality - cost -DeliveryContinual improvement managementEmployee

The TQM approach is based on employee's ________. Participation


Excellence means :- Satisfy all customer need

In TQM - M stands for :- Management

The control of enviromental aspect Life side analysis. True

Which is not pillar of TQM Finance

TQM approach is based on Participation. True

ISO 14001 is the management representative, responsible for :- Planning and implementing policy

When the process is ________ then it is under control. Within specification

TQM emphasises on ________. Small improvement

Range is :-

Correct Answer

To monitor the effectiveness of the system , To provide Resources , To define EMS

Difference of minimum & maximum

Which is not Business objectivity? Supplier satisfaction

________ is calibration activity in company. Appraisal cost

Integrity means :- True to our words

Enviromental impact is :- Any change to envioment resulting from organization activity

Quality planning is :- Prevention cost

False

Incoming material inspection is :- Appraisal cost

What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal

Service characteristic of perish ability means :- Service can not store

The ISO is based on :- Plan - Do - check - Act , Continual improvement

The management review to be conducted ________. At predetermined interval

The quality manual have one Level. False

When cpk is less than one, :- Process is volatile , Process is not capable

Potential failure preventionCustomer satisfactionEmployee participationP - D - C - A


Correct Answer

Physical facilities is tangible dimension. True

What is the need of EMS Audit?To checking effectiveness of EMS

In TQM approach towards employee is :-Involve people


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While calculating PPK standard deviation is________.Calculated

While calculating CPK standard deviation is________.Estimated

Working together for excellence is ________.Team work

Arrow indicates ________.Direction of flow

The TQM approach is based on employee's ________.Participation

Response is________.Speed

Process Quality planning means ________.Building quality into processes


The Design & Development Review to be carried ________To evaluate ability of product to meet requirements

TQM emphasises on ________.Small improvement

While setting Quality objective, ________ to be considered.Customer need

________ is responsible for quality objective.Top management

________organisations are not eligible for MBNQA.Software

Reputation means________.Past performance



TQM promotes________Team work

Payment Against warranty is________.External failure cost

Quality means________.Fitness for use

The supplier must provided ________ information to management.Adequate

The documents of external origin ________Should be controlled separately

In ISO the focus on customer is ________In Enhancing customer satisfaction

The non conforming products are ________.Identified & controlled

Planning of internal hazardous material & its disposal________.Contains Planing aspect

Quality approach is________Potential failure prevention


Rectangle represent ________ While plotting flow chart.Steps in Activity

Single status

Diamond represent ________ while plotting flow chart.Decision point

________ provides the competitive advantage.Serving customer in excellent fashion

The quality approach is ________Potential failure prevention

The base of Tqm is________Employee involvement



ISO - 9000- 1994 is ________Model for quality Assurance

Quality

Tool is used in TQM implementation is ________.P -D - C - A

Knowing capability of any process is required to ________.Predict the behavior of process

________ is the machine down time.Waste

When the process is ________ then it is under control.Within specification

Plateaus

Commitment

HRM

Commitment

Performance Ratings must be ________.Job related

Problem children

________ gives the employees a feeling of gaining something extra.Fringe benefits

The opportunities are for new ________.Ventures


Occasionally, learning curves show ________, which are the areas in the learning curve which indicate no progress in learning.

A key issue in planning for action is how to motivate ________ to organisational change.

If proper ________ activities have been conducted, there should be no need to masquerade the salary.

If there is no ________ the organisational tasks may not be done at all or are done at a slow pace.

________ are those people who have great potential and genuine capacities but not utilising it at all.

Manufacturing processes

Social adaptation

Tendency to "Top out"

The primary responsibility of human Resource is ________To provide competent person

The evaluation & selection of vendor ________.Must have procedure for selection

When the process is in mature stage, it means ________.Process is defined

________ is calibration activity in company.Appraisal cost

The objective of ISO-9000________Customer satisfaction

________ brings cultural change.Small improvement

Circle represent ________ while plotting flow chart.Beginning or end of operation

Intangibility is ________.Service is intangible

Any process is to be ________.Controllable

The management review to be conducted ________.At predetermined interval

________ is one of the major business processes.Customer servive & supply chain

The supplier must provided ________ information to management. Adequate

There has been a general feeling that quality control concepts are applicable to ________ only.

Organizations should take positive measures to facilitate ________ of new employees through Induction.

The drawbacks of skill-based pay schemes are ________ and the lack of performance contingency.


Single status

In ISO the focus on customer is ________ In Enhancing customer satisfaction

TQM promotes________ Team work

ISO - 9000- 1994 is ________ Model for quality Assurance

The quality approach is ________ Potential failure prevention

The primary responsibility of human Resource is ________ To provide competent person

The evaluation & selection of vendor ________. Must have procedure for selection

Quality

The base of Tqm is________ Employee involvement

Documents in company are controlled by ________. Management Representative

The objective of ISO-9000________ Customer satisfaction

Process Quality planning means ________. Building quality into processes

Response is________. Speed

Working together for excellence is ________. Team work

________ is the machine down time. Waste

The non conforming products are ________. Identified & controlled

Arrow indicates ________. Direction of flow


________organisations are not eligible for MBNQA. Software

Quality means________. Fitness for use

While calculating CPK standard deviation is________. Estimated



While calculating PPK standard deviation is________. Calculated

Planning of internal hazardous material & its disposal________. Contains Planing aspect

Payment Against warranty is________. External failure cost


IS0-14001

Knowing capability of any process is required to ________. Predict the behavior of process

________ is responsible for quality objective. Top management

________ is one of the major business processes. Customer servive & supply chain

Permissibility

________ provides the competitive advantage. Serving customer in excellent fashion

Circle represent ________ while plotting flow chart. Beginning or end of operation




The enviromental management system followed by organisation is ________.

Service characteristic has limited shelf life, which is also known as ________.

Quality approach is________ Potential failure prevention

Diamond represent ________ while plotting flow chart. Decision point

The TQM approach is based on employee's ________. Participation

When the process is ________ then it is under control. Within specification

TQM emphasises on ________. Small improvement

________ is calibration activity in company. Appraisal cost

The management review to be conducted ________. At predetermined interval


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Evolution of quality concept. Current era isContinual Improvement

TQM is a:-Philosophy

In statistical quality control, primary concern is :-Control

The management review is carried :-To ensure effectiveness Of QMS

In ISO the focus is on :-Enhancing customer satisfaction

The management review to be conducted :-As & when required

The evaluation & selection of vendor :-Must have procedure for it

Environment policy must contain :-Mission & core values with respect to the enviroment

According to traditional thinking, quality improvement leads to :-Lower productivity

TQM approach is:-Centered on quality

According to Deming quality improvement is analogous :-To reduction of Variation

In Quality circle, which problems are solved?Work related

Strategic quality management means :-Strategic Improvement

While setting Quality objective, What is to be consider :-Customer need

ISO - 14001 is :-

What is CMM ?Capability maturity model

According to Deming, Quality problems are :-Due to management

ISO 14001 is the management representative, responsible for :-Planning and implementing policy

Malcolm Baldrige national quality award is for ( MBNQA ) :-Total quality management

Integrity means :-True to our words

Documents in company are controlled by :-Management Representative.

What is quality policy?Overall intention & direction of organization towards quality

TQM is aiming :-Long term success

CMM is use for :-Managing software project

In business, vision involve :-Mission statement

Which is not part of cost of poor quality ?Appraisal cost

Dr. Deming Believes that :-Quality & Productivity walk in hands

Plan aspect contains :-Planning of internal hazard & its disposal

Tally chart is :-Data collection tool

What is environment?Surrounding in which an organization operates.

What is EMS?Enviromentel management system

Powerful management tool to be used by an organisation to control the environmental hazards.

Which of the following is not process input?Testing

Before Accepting the order :-It should be reviewed

The quality manual have :-Level 3

TQM focuses on :-Customer

What is part of cost of poor quality?External failure cost

Predictable

What is document control?Document Required by EMS to be controlled

The human Resource :-Must be competent

What CPL indicates ?Process capability relative to lower specification limit

The operational control in EMS is :-The process of controlling environment

By adopting TQM philosophy, it benefits to :-Organisation & employee

When the process is called under control?When it is within specification

In control chart, X bar means :-Average of Reading

Enviromrntal Policy

ISO emphasis on :-Prevention

Which is not Business objectivity?Supplier satisfaction

The variability in process is reduced, then the process become more :--

In ISO - 90001Quality policy declare by management. Similarly what is specified in ISO - 14001?

Process Quality planning means :-Building quality into processes

Control chart shows :-Performance of process

In inspection primary concern is :-Detection of Defect

Who is responsible for Deploying quality policy?Top management

ISO 9000 & TQM are :-Supportive to each other

C S Sanker

HRD is a total system with various :-Sub systems

One of the advantages of 360 degree appraisals is that :-It reduces bias / prejudice

The following is not an essential objective of HRD :-

The very purpose of worker being at workplace is his :-Work

Training needs may be assessed by identifying :-

HRD has become a popular concept now, particularly in the :-Business world

Age & Performance

When costing projects

Human resources

The following personality holds the view that HRD is a developmental oriented planned effort in the personnel area :-

To minimize the utilization of human resources for the achievement of individual

The gap between skills possessed by employee and those required for the job

HR Manager has to consider these dimensions while planning for career developmental activities:-

Balancing the cost between the utilization of plant & work force is especially important :-

In today's competitive business environment, the most important resource is considered to be :-

Individuals

Management succession is a direct responsibility of :-CEO & Top Management

A well designed training programme :-Is planned in logical manner

The Personnel needs of an organisation are identified in :-Human resource planning

Poor service is due to :-Inadequate Resources

Dr. Deming worked in which country ?Japan

Vender Assessment is :-Appraisal cost

The documents of external origin :-Should be controlled separately

ISO calls far :-Product approach

In quality Assurance primary concern is:-Co-ordination

The need fore CMM is :-To ensure that the product is consistent

What is core value?Excellence

Calibration Activity in company is :-Appraisal cost

Process capability is :-Long term performance of process

The management representative is responsible for :-Establishment & implementation of QMS

The ISO is based on :-Plan - do - check- Act

Generally, for immediate future, succession plans are prepared for :-

Mission conveys the massage about what & who is :-Company

Gap 5 is :-Gap between expectation & perceived service

What CPU indicates ?Process capability relative to upper specification limit

In TQM - M stands for :-Management

HR policies must be correlated with :-Company vision

TQM approach is based on :-Participation

The process evaluation is to identify :-Potential improvement in process

According to she wart, types of variation are :-As common & special causes

In TQM "Total" refers to :-Total organisation

Enviromental impact is :-Any change to envioment resulting from organization activity

The Enviromental policy contains :-Commitment to prevention of pollution

Analysis is :-Process monitoring tool

All employee in organization must :-Understand & recognize commitment

While calculating PPK standard deviation is :-Calculated

Payment Against warranty is :-External failure cost

Record may be :-Procedure to control its use.

ISO is known for :-Quality management

Which revision of ISO is currently in use?ISO - 9000 -2000

Which type of organization is not eligible for MBNQA?Manufacturing

Service characteristic of perish ability means :-Service can not store

Who is responsible for quality objective?Top management

TQM culture is :-Continuous improvement

Quality planning is :-Prevention cost

Tally chart shows the :- Frequency of event

Gap 5 is :- Gap between expectation & perceived service

By adopting TQM philosophy, it benefits to :- Organisation & employee

In statistical quality control, primary concern is :- Control

The role of management in QMS is :- To provide resources

The Design & Development Review to be carried :- To evaluate the ability of Design to meet Specification

Process capability is :- Long term performance of process

Documents in company are controlled by :- Management Representative.

In inspection primary concern is :- Detection of Defect

Service characteristic is :- It is intangible

In control chart, X bar means :- Average of Reading

The ISO is based on :- Plan - do - check- Act

Malcolm Baldrige national quality award is for ( MBNQA ) :- Total quality management

In business, vision involve :- Mission statement

CMM is applicable to :- Software industry

The documents of external origin :- Should be controlled separately

Which is not part of cost of poor quality ? Appraisal cost

Evolution of quality concept. Current era is Continual Improvement

CMM assumes that :- Problems are of managerial nature

Strategic quality management means :- Strategic Improvement

Who is responsible for quality objective? Top management

TQM & ISO both focuses on :- Customer

ISO - 9000- 1994 is :- Model for quality Assurance

If TQM done properly :- It brings significant organisational changes

What is part of cost of poor quality? External failure cost

The process mapping means :- The sequence of operation & interaction of process

Mission conveys the massage about what & who is :- Company

TQM culture is :- Continuous improvement

Dr. Deming worked in which country ? Japan

Analysis is :- Process monitoring tool

The operational control in EMS is :- The process of controlling environment

Dr. Deming's contribution is in the field of :- Quality

All employee in organization must :- Understand & recognize commitment

In ISO the focus is on :- Enhancing customer satisfaction

The management review is carried :- To ensure effectiveness Of QMS

Which type of organization is not eligible for MBNQA? Manufacturing

CPK indicate :- Process capability of two side process with centre

The need for TQM is due to :- Cut throat competition

ISO 9000 & TQM are :- Supportive to each other

In quality Assurance primary concern is:- Co-ordination

Creativity means :- Unlimited thinking

ISO emphasis on :- Prevention

Who is responsible for Deploying quality policy? Top management

Which revision of ISO is currently in use? ISO - 9000 -2000

The process evaluation is to identify :- Potential improvement in process

In Quality circle, which problems are solved? Work related

Tally chart is :- Data collection tool

Zone of tolerance means :- Gap between adequate & desired service level

ISO calls far :- Product approach

TQM is aiming :- Long term success

Payment Against warranty is :- External failure cost

What is quality policy? Overall intention & direction of organization towards quality

Control chart shows :- Performance of process

HR policies must be correlated with :- Company vision

What is document control? Document Required by EMS to be controlled

What is core value? Excellence

Environment policy must contain :- Mission & core values with respect to the enviroment

What is ISO? International organization far standard

Excellence means :- Satisfy all customer need

In TQM - M stands for :- Management

Which is not pillar of TQM Finance

ISO 14001 is the management representative, responsible for :- Planning and implementing policy

Range is :- Difference of minimum & maximum

Which is not Business objectivity? Supplier satisfaction

Integrity means :- True to our words

Enviromental impact is :- Any change to envioment resulting from organization activity

Quality planning is :- Prevention cost

Incoming material inspection is :- Appraisal cost

Service characteristic of perish ability means :- Service can not store

What is the need of EMS Audit?To checking effectiveness of EMS

In TQM approach towards employee is :-Involve people


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ISO is Quality management system.True

Quality circle benefit to Employee.True

TQM & ISO both focuses on employee.False

The need for TQM is due to Cut throat competition.True

The European award uses the criteria of efficiency & effectiveness.True

True

Quality approach is potential failure prevention.True

The ISO is based on Plan - do - check- Act.True

CPK is 1' 33 means 64 PPM.True

True

Business objectives are derived from mission statement.True

The role of management in QMS is to provide resources.True

Physical facilities is tangible dimension.True

Zero Deviation means product is set on mean.True

Quality approach is continual improvement.


By Applying basic principle, the process improvement will be in organization's focuses on work process.

True

Value is for which customer is paying.True

Recruitment & Selection are critical HR issue.True

True

The soft side of TQM include Training on jobTrue

Training helps organization Reduces employee' turnover.True

Failure mode & effect Analysis is prevention tool.True

ISO calls for Product approach.False

Enviroment indudes natural resources.True

ISO - 9000 -2000 this revision of ISO is currently in use.True

European award is given to any country.False

In TQM "Total" means Total Organization.True

ISO 9000 & TQM are supportive to each other.True

The quality manual have one Level.False

Quality is fitness for PurposeTrue

False

In TQM, approach to employee is to involve people.



True

True

Histogram is used to compare data.True

True

True

Quality policy is defined by employee of organisationFalse

TQM approach is based on Participation.True

Bar chart shows how data is spread across the range.True

True

True

Lecture courses is often an "In-house" activity in any organisation.True

False

True

True

True


Venders are assessed on predefined criteria if some activity are outsourced.


There is a growing awareness by employers of the value of the employer `Brand'.

Different application forms may be necessary for different kinds of work.

Employees of an organisation cannot participate in HRD audit. It is concerned only with top management's views and goals.

Organisational change through continuous learning is necessary for organisations to survive in today's world.

One of the reasons for delayed improvement of QWL is lack of consciousness among employees.

A trainer should concentrate developmental activities on category of "Problem Children" to get best results.

True

True

Good HRD practices do not make any difference on many counts.False

Prevention of pollution is prevention of cause of pollution.True

Continious improvement is improvement of inviromental system.True

False

Finance is pillar of TQM.False

Significant aspect means Perceived Risk.True

The difference of USL & LSL is range.False

ISO emphasis on Detection.False

The process mapping means sequence & interaction of process.True

True

TQM approach centered on quality.True

True

False

Poor service is due to Poor people.False

Some of the competencies like attitudes, skills, perspectives etc may cut across all levels and departments in the company.

In sensitivity training, the interaction of participants is facilitated by a professional behaviour scientist.

Continual improvement which focusses on the improvement of of the EMS, must be reviewed every monthefor any changed aspects and impacts.




Gap 5 is Gap between expectation & perceived service.True

Objective of finding cost of quality is to analyze it, reduce it.True

True

Quality circle encourages Employee Participation.True

ISO - 9000- 1994 is Model for quality Assurance.True

Lead assessor is Qualified personnel.True

True

CPK is 1' 33 means four sigma process. True

TQM focuses on customer by Delighting customer. True

In TQM, approach to employee is to involve people. True

The role of management in QMS is to provide resources. True

The soft side of TQM include Training on job True

Gap 5 is Gap between expectation & perceived service. True

True

True

ISO emphasis on Detection. False

Periodic review of process to be taken to ensure consistency of process.

Product quality planning should address capability & qualification of equipment.



The performance process is repeatable level. True

True

True

ISO - 9000- 1994 is Model for quality Assurance. True

The ISO is based on Plan - do - check- Act. True

Training helps organization Reduces employee' turnover. True

Prevention of pollution is prevention of cause of pollution. True

Objective of finding cost of quality is to analyze it, reduce it. True

Value is for which customer is paying. True

Recruitment & Selection are critical HR issue. True

Lead assessor is Qualified personnel. True

ISO is Quality management system. True

Quality is fitness for Purpose True

Enviroment indudes natural resources. True

Bar chart shows how data is spread across the range. True

The European award uses the criteria of efficiency & effectiveness. True



True

Continious improvement is improvement of inviromental system. True

ISO calls for Product approach. False

In TQM - M stands for Money. False

True

True

European award is given to any country. False

False

In TQM "Total" means Total Organization. True

Significant aspect means Perceived Risk. True

CPK is 1' 33 means 64 PPM. True

The control of enviromental aspect Life side analysis. True

TQM approach is based on Participation. True

False

The quality manual have one Level. False

Physical facilities is tangible dimension. True


Cause & effect diagram shows relation between causes & its effect.





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Service Assurance is :-

Cause & Effect diagram used to :-

How TQM helps in reducing cost?By reducing internal failure , By reducing external failure cost


Reliability of product means :-Consistency of performance , Performance over period

Current quality concept is :-Continual improvement , Prevention of defect

In inspection primary concern is :-Detection of Defect , Action on only detected defect

Does TQM approach have relevance to Indian industry in context toPeople involvement , Customer satisfaction

Process evaluation is to identify :-Potential failure prevention , Correctness of product

The evaluation & selection of vendor :-Must have predetermined procedure , Must be assessed

The mean is :-Center of process , Target of process

Which are pillar of Tqm :-Morale , Delivery

Following are the phases of intervention:-Formulation stage , Maintenance stage , Implementation stage


Confidence with customer , Customer have trust , Employee have knowledge

Identify & organize possible causes of problem , Identify possible causes of problem & determining its relation



Tqm focus on :-Employee , Customer

While recruiting person he shouldCompetent to perform job , Trained to perform specified job

In ISO the focus is on :-Enhancing customer satisfaction , Delighting customer

Does TQM approach have relevance to Indian industry in context toCustomer satisfaction , People involvement

Focus on work process , Maintain self esteem of other

While setting Goal ,following things to be consider.Marketability of product , Organization need

PP & PPK is calculated for :-Initial production run , Initial process setting

The competence of the employee means :-

Employee should be involved in :-Decision making , Participation

Special characteristic means :-

Lead assessor is :-Qualified personnel , Leading team of auditor

By adopting Tqm philosophy, it benefit to :-Organisation , Employee

Need for Tqm is due :-Cut throat competition , Customer requirement

The inviromental policy must :-

The inviromental policy must contain & communicate the :-

The Quality problems arises :-

By Applying basic principle the process improvement will be in organization's :-

Competence of personnel performing work affective quality , Evaluale the effectiveness of action taken , Maintain appropriate Record

Product characteristic which affect fit/ function / Regulation , Characteristic of product which are regulatory requirement.

Commits to prevention of pollution , Be Relevant to the activity , Comply with legislation

Mission & value with respect to enviroment , Control & improve enviroment , Enviromental impact

Due to management , Due to Employee

Bar chart is :-Frequency Distribution tool , Data analysis tool

Competitive advantage will be achieved by :-

The role of management in QMS is :-To provide resources , To provide support


Cost of poor quality comprises :-Cost of internal failure , Cost of external failure

CMM is nothing but :-Use of process means , Capability maturity model

CP & CPK is calculated :-To predict future process , To predict future product performance


When cpk is less than one, :-Process is not capable , Process is volatile

In parato Analysis, we have to focus on problem which contribute :-80 % Of total problem , 80 % Of causes.

Benefit of model based improvement are :-Establish common language , Models are comprehensive


Dimensions of quality are :-Performance , Feature , Reliability

ISO - 14001 gives stress on :-

Quality circle encourage :-Tem work , Participation

Serving customer in excellent fashion , Get in pat from customer & convert in service , Technological improvement




Plan - Do -check -Act , Enviromental protection , Prevention rather than detection

The management review to be conducted :-At predetermined Interval , As & when required

Zone in Tolerance means :-

The model of planning as a people process has benefits to :-Groups , Divisions , Constituent companies

Sales figures , Production output

M. M. Khan remarks that HRD is the process of :-Increasing knowledge , Capabilities , Positive work attitudes

Job data on features of the job can be collected from :-

HRD at organisational level talks of :-

Active participation of employees in Appraisal interviews helps :-

Quality control is a management process which consists of :-

The following tamper the constitutionalism of an organisation :-

If Appraisals are not conducted properly, it can lead to :-Wastage of time , Feeling of frustration , Strategic failure

The customer requirement to be reviewed :-Before supply of product , Before commitment of supply of product

Continual improvement is in :-Enviromental objective , Audit Result , Corrective action

What are critical HR issue ?Recruitment & Selection , Training & development , Appraisal

Gap between adequate service & desired service , Gap between min & max expectation

In Results Method to appraisals, Manager can consider results in form of :-

Employees who perform the job , Other employees who watch the workers , Trade job analysts

Organisation's manpower planning , Training , Performance appraisal

To identify root causes & obstacles to performance , To generate constructive ideas for improvement

Evaluate actual quality performance , Compare actual performance to quality goals , Take action on the difference

Bias on part of management , Lack of privacy , Improper process of discipline

While examining top management's style of managing people, HRD consultants examine :-

The leadership styles of managers , Human relation skills of managers , Attempts to create a learning environment in company

What are main business process objectiveCustomer service , Profit & loss


Cost of quality includes :-Prevention cost , Appraisal cost , Cost of internal failure

Ishikawa is the originator of :-Fishbone Diagram , Cause effect Diagram

Control chart is :-Process monitoring tool , Process control tool

Failure Mode & Effect analysis is used as :-Prevention tool , Analysis tool

Corrective action means :-Action taken on detecting NC , Action taken on observed NC

The records shall be maintained to provide :-

The benefits of Quality circle can be experienced by :-Employees , Organization

Measuring instrument should be :-Calibrated , Adjested & Re-Adjested , Properly located

The ISO is based on :-Plan - Do - check - Act , Continual improvement

Which of the following are depicted as the levels of the TQM?Culture , Management style


Factor in GAP 1 is :-

Control chart is :-Process control tool , Process monitoring tool

In ISO the focus is on :-Delighting customer , Enhancing customer satisfaction


Evidence of conformity to requirement , Demonstrate effectiveness of system


In sufficient market research , Luck of interaction between management & customer , Luck of communication

Quality circle encourage :-Participation , Tem work

The benefits of Quality circle can be experienced by :- Employees , Organization

In inspection primary concern is :- Detection of Defect , Action on only detected defect

Following are the phases of intervention:- Formulation stage , Maintenance stage , Implementation stage

The management review to be conducted :- At predetermined Interval , As & when required

Bar chart is :- Frequency Distribution tool , Data analysis tool

While recruiting person he should Competent to perform job , Trained to perform specified job

When cpk is less than one, :- Process is not capable , Process is volatile

CMM is nothing but :- Use of process means , Capability maturity model

In ISO the focus is on :- Enhancing customer satisfaction , Delighting customer

Control chart is :- Process monitoring tool , Process control tool

What are main business process objective Customer service , Profit & loss


Tqm focus on :- Employee , Customer

The customer requirement to be reviewed :-

Current quality concept is :- Continual improvement , Prevention of defect


Before supply of product , Before commitment of supply of product

Benefit of model based improvement are :- Establish common language , Models are comprehensive

Reliability of product means :- Consistency of performance , Performance over period

Which of the following are depicted as the levels of the TQM? Culture , Management style

Customer satisfaction , People involvement


In parato Analysis, we have to focus on problem which contribute :- 80 % Of total problem , 80 % Of causes.

Cost of poor quality comprises :- Cost of internal failure , Cost of external failure

While setting Goal ,following things to be consider. Marketability of product , Organization need

Lead assessor is :- Qualified personnel , Leading team of auditor

Internal audits to be conducted to check the :-


The company collect document to :- Demonstrate effectiveness of system , Requirement of QMS

Process evaluation is to identify :- Potential failure prevention , Correctness of product


Which of the following are depicted as the levels of the TQM? Management style , Culture


Does TQM approach have relevance to Indian industry in context to


Conformance to ISO - 14001 , Conformance of system for effectiveness , Stuatutory Requirement




Failure Mode & Effect analysis is used as :- Prevention tool , Analysis tool

The Quality problems arises :- Due to management , Due to Employee

Cost of quality includes :- Prevention cost , Appraisal cost , Cost of internal failure

Employee should be involved in :- Decision making , Participation

By adopting Tqm philosophy, it benefit to :- Organisation , Employee


The role of management in QMS is :- To provide resources , To provide support

The evaluation & selection of vendor :- Must have predetermined procedure , Must be assessed


Dimensions of quality are :- Performance , Feature , Reliability


What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal

The ISO is based on :- Plan - Do - check - Act , Continual improvement

When cpk is less than one, :- Process is volatile , Process is not capable



To monitor the effectiveness of the system , To provide Resources , To define EMS


1Calibration activity carried in company isHow TQM helps in reducing costQuality planning isVender assessment is

2Common elements of winners areEuropean quality award is for

MBQA is eligible for

3Crosby's objective of qualityDr. Deming believesIshikawa developmentType of variation is due to

4Customer satisfaction surveyDimensionPoor service is due toService characteristic

5Circle symbolLCT meansPareto analysis isX bar means

6ISOISO currently in useISO emphasis onLead assessor

7Estimate made by managementForecastsStatistical methodWork study method

8CoachingCommittee assignment



Malcolm baldring award seeks improvement in







8

Sensitivity trainingSimulated decision games

9In ISO the focus on customerResponsibility for quality objective

The management review conducted

10CMM isCritical process maturity concept includeManaged level of processProcess is managed level

11Capability of any processPPK is device whenProcess capability is Device to find outThe difference ppk & cpk

12Kaizen isQuality circle benefit toQuality circle can solve problem related toTQM promotes

13Activities outsourcedThe process mappingThe quality manual haveThe role of management in QMS

14BureaucraticExcellence meanLeadership from topTeam work mean

15Need for TQM isPillar of TQMQuality approachTQM focuses on

16Quality approach isTQM & ISO both focuses onTQM approach isWhich tool is used in implementing ISO-9000


The management representative is responsible far









Appraisal costBy reducing external salePrevention costAppraisal cost

Senior management was activity involvedImproving efficiencyQuality & productivityManufacturing organization

HistogramTo prevent defectCause & effect diagramCommon causes

To assess customer satisfaction levelPhysical facilityInadequate resourceVary from time to time

Binging or end of operationLower control limitData analysis toldAverage of reading

International organization far standardISO - 9000 -2000PreventionQualified personnel

Simplest method of assessmentBased on measures of productivityVary in their degree of sophisticationSystematic analysis of work

Guidance through advice / suggestionsStudy of specific organisational problem

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Unstructured group interactionActing out managerial problems

Enhancing customer satisfactionTop managementEstablishment & implementation of QMSAs & when required

Capability maturityProcess capabilityProcess is controlledPerformance is model respectable

To predict the behavior of processesTo establish initial process specificationWhether process follows natural variation or notMethod of calculating Std. Deviation

Small changeEmployeeContinuous improvementEmployee participation

Vendors are assessed based on predetermined criteriaThe sequence of operation & interaction of processLevel 3To provide resources

Working together for excellenceSatisfy all customer needProvide consistent vision directionUnlimited thinking

Due to cut throat competitionProductivity -Quality - cost -DeliveryContinual improvement managementEmployee

Potential failure preventionCustomer satisfactionEmployee participationP - D - C - A

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