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MODEL QUESTION PAPER

BB0015 QUALITY MANAGEMENT

SECTION A 1 MARK QUESTIONS

1. According to Joseph Juran, Quality is defined as


a. Value for the price paid
b. Fitness for use
c. Conformance to requirements
d. Degree of excellence

2. Freedom from deficiency refers to


a. Mistake proofing
b. Value for the price paid
c. Quality of conformance
d. Customer satisfaction value

3. _________ is the activity of providing the evidence needed to


establish confidence, among all concerned that the quality related
activities are being performed effectively.
a. Quality Control
b. Quality Assurance
c. Quality Audit
d. Quality Inspection

4. A _________ is an independent review conducted to compare some


aspect of quality performance with a standard for that performance.
a. Quality Control
b. Quality Assurance
c. Quality Audit
d. Quality Inspection
5. The _______ are those who exist outside the organization, who buy
the organizations products and services and who are impacted by the
product or process.
a. employees
b. suppliers
c. internal customers
d. external customers
6. According to the survey done by ASQ on end user perceptions of
factors influencing purchases, which of the following factors ranked
the number one?
a. Features
b. Price
c. Performance
d. Service
7. The ________ represents an organizations public promise of a quality
product backed up by a guarantee of customer satisfaction.
a. customer service
b. product warranty
c. customer support
d. reputation

8. A ________ is a low cost method of obtaining feedback from


customers, which is usually attached to the warranty card, and is
included with the product at the time of purchase.
a. token
b. comment card
c. warranty card
d. coupon
9. _______

is

long

term

commitment

between

two

or

more

organizations for the purpose of achieving specific business goals and


objectives by maximizing the effectiveness of each participants
resources.
a. Partnering
b. Joint venture
c. Alliance
d. Merger
10. A _______ supplier is one which, after extensive investigation, is
found to supply material of such quality that it is not necessary to
perform routine testing on each lot received.
a. Certified
b. Approved
c. preferred
d. recommended
11. The hierarchy of needs theory was first developed by _____
a. Herzberg
b. McGregor
c. Pavlov
d. Maslow

12. The hierarchy of needs theory the highest level of need is:
a. Esteem
b. Survival
c. Self-actualization
d. Social
13. _________ is a systematic method by which organizations can
measure themselves against the best industry practices.
a. Value engineering
b. JIT
c. Six Sigma
d. Benchmarking
14. The two factor theory of motivation was proposed by _______.
a. McGregor
b. Maslow
c. Frederick Herzberg
d. Pavlov
15. _______ is an environment in which people have the ability, the
confidence and the commitment to take the responsibility and
ownership to improve the process.
a. Enrichment
b. Empowerment
c. Self-development
d. Enablement

16. The extent, to which the job impacts internal and external customers,
by providing means of communication and personal contact, is
termed as _______.
a. Task identity
b. Skill variety
c. Task significance
d. Autonomy
17. _________ is a form of motivation and may be defined as public
acknowledgement of superior performance of specific activities.
a. Reward
b. Recognition
c. Token award
d. Empowerment
18. Benchmarking can be applied to _________
a. manufacturing process only
b. service sector only
c. production process only
d. any business or process
19. _________ benchmarking is also known as functional or generic
benchmarking.
a. Internal
b. Competitive
c. Process
d. corporate

20. ______ is the set of activities an organization uses to win and retain
customers satisfaction.
a. Training & development
b. Customer service
c. Customer survey
d. Outsourcing
SECTION B 2 MARK QUESTIONS
1. Product

features

refers

to

__________

and

freedom

from

deficiency refers to ____________.


a. quality of design, quality of conformance
b. quality of conformance, quality of design
c. quality of conformance, performance
d. quality of design, durability
2. According to _______, Quality is what the customer says it is and
according to Juran, Quality is __________.
a. Edwards Deming, value for price paid
b. Philip Crosby, conformance to specification
c. A. Feigenbaum, fitness for use
d. Ishikawa, customer satisfaction

3. _________ is the activity of providing the evidence needed to


establish confidence that the quality related activities are being
performed effectively whereas _________ is the system of activities
directed at achieving delighted customers, happy employees, higher
revenues and lower costs.

a. Quality Assurance, Quality Control


b. Statistical Quality Control, Quality Assurance
c. Quality Assurance, Total Quality Management
d. Total Quality Management, Statistical Quality Control
4. __________

consists

of

actual

performance,

comparing

this

performance with some standard and then taking action if the


observed performance is ________ the standard.
a. Control, significantly different from
b. Assurance, same as
c. Inspection, same as
d. Review, different from
5. State whether following two statements are True or False:
1) A quality audit is an independent review conducted to compare
some aspect of quality performance with a standard.
2) The audit report should include the purpose and scope of the
audit.
a. 1-True; 2-True
b. 1-False; 2-True
c. 1-False; 2-False
d. 1-True; 2-False
6. The most significant contribution of Statistical quality control is that it
provides _______ rather than ________.
a. 100% inspection, sampling inspection
b. routine inspection, 100% inspection
c. assurance, control
d. sampling inspection, 100% inspection

7. State whether following statements are True or False:


1) Every function has an internal customer
2) All processes have outputs which are used by internal or external
customer
a. 1-True; 2-True
b. 1-False; 2-True
c. 1-False; 2-False
d. 1-True; 2-False
8. Comment card, survey, focus groups, employee feedback are some of
the _______ which are the means of listening to Voice of ________
a. information collecting tools, customer
b. SPC tools, Organization
c. process tools, process
d. Information tools, engineer
9. State whether the following statements are true or false:
1) The three types of sourcing of supply include Sole, single and
multiple sources.
2) Partnering is a multifaceted relationship requiring constant
nurturing to achieve continuous improvement and maximum
benefit.
a. 1-True; 2-True
b. 1-False; 2-True
c. 1-False; 2-False
d. 1-True; 2-False

10. In Hierarchy of human needs, the fourth level is called _______


which relates to pride and _______.
a. Self-actualization, physiological needs
b. Security, self-respect
c. Esteem, self-worth
d. Social, belongingness

11. The three main types of benchmarking are ______, ______ and
_______.
a. functional, business and global benchmarking
b. internal, competitive and process benchmarking
c. functional, business and corporate benchmarking
d. internal, external and generic benchmarking

SECTION C 4 MARK QUESTIONS

1.

Match the following sets:

1. Joseph Juran

a) Quality is anticipating customers future


needs

2. Crosby

b) Quality is fitness for use

3. A Feigenbaum

c) Quality is conformance to specifications

4. Edwards Deming

d) Quality is what the customer says it is

a) 1-a, 2-b, 3-c, 4-d


b) 1-b, 2-c, 3-d, 4-a
c) 1-b, 2-a, 3-c, 4-d
d) 1-d, 2-c, 3-b, 4-a

2.

Match the following sets:


1. Quality Assurance

a) It is an independent review conducted


to compare some aspects of quality
performance with a standard

2. Quality Control

b) It is a management philosophy and a


journey to organizational excellence

3. TQM

c) Activities used to fulfill requirements


for quality.

4. Audit

d) Activity of providing evidence needed


to establish confidence that the quality
related
effectively

a) 1-d, 2-a, 3-b, 4-c


b) 1-c, 2-b, 3-a, 4-d
c) 1-d, 2-c, 3-b, 4-a
d) 1-b, 2-c, 3-a, 4-d

activities

are

performed

3.

Match the following sets:


1. Performance, features &

a) Essential ingredients of a

service

Quality audit programme

2. Product features

b) Documentation of audit
results

3. Audit report

c) Quality of design

4. Competence of auditors

d) Factors influencing purchases

a) 1-d, 2-a, 3-b, 4-c


b) 1-b, 2-a, 3-c, 4-d
c) 1-d, 2-c, 3-b, 4-a
d) 1-b, 2-c, 3-a, 4-d
4.

Select the correct option which mentions whether the following


statements are True (T) or False (F)
i.

Customer

feedback

must

be

continually

solicited

and

monitored
ii.

Quality Control and Quality Assurance are one and the same

iii.

Customer service is the set of activities an organization uses


to win and retain customers satisfaction

iv.

Supplier is also responsible for providing the quality that will


satisfy the customer

a) i-F, ii-T, iii-F, iv-F


b) i-T, ii-F, iii-T, iv-T
c) i-F, ii-F, iii-T, iv-F
d) i-T, ii-F, iii-F, iv-F

5.

Select the correct option which mentions whether the following


statements are True (T) or False (F)
i.

The

three

key

elements

of

organization

partnering

relationship are long term commitment, trust and shared


vision
ii.

Partnering can be achieved through joint economic planning,


joint technological planning and co-operation during contract
execution

iii.

Multiple sourcing is the use of two or more suppliers for an


item

a) i-F, ii-T, iii-F


b) i-T, ii-T, iii-T
c) i-T, ii-T, iii-F
d) i-F, ii-T, iii-T

6.

Select the correct option which mentions whether the following


statements are True (T) or False (F)
i.

Benchmarking cannot be applied to any business

ii.

Benchmarking studies look for two types of information: a)


a description of how best in class processes are practiced
and b) the measurable results of these practices

iii.

Although there are benefits of benchmarking, there exist


criticisms too.

a) i-F, ii-T, iii-T


b) i-T, ii-T, iii-T
c) i-F, ii-T, iii-F
d) i-T, ii-T, iii-F

7.

Match the following sets:

A. Survival needs

1) need for pride & self-respect

B. Esteem

2) Physiological needs

C. Social

3) urge for creativity, self-expression

D. Self-actualization

4) need for belongingness

a) A-1, B-4, C-2, D-3


b) A-1, B-4, C-3, D-2
c) A-2, B-1, C-4, D-3
d) A-4, B-3, C-1, D-2

8.

Select the correct option which mentions whether the following


statements are True (T) or False (F)
i.

Hierarchy of human needs was proposed by Frederick


Herzberg

ii.

Abraham

Maslow

developed

the

theory

on

employee

motivation
iii.

Under theory of employee motivation, job dissatisfaction and


job satisfaction are not opposites.

a) i-F, ii-T, iii-F


b) i-T, ii-T, iii-T
c) i-T, ii-T, iii-F
d) i-F, ii-F, iii-T