Q1

1. Match the following:

a) Quality is everyone's responsibility. 1) J.M. Juran

b) Quality means conformance to requirements 2) ISO 9000

c) Quality is fitness for use. 3) Edwards Deming

d) Quality is the degree to which a set of inherent characteristics fulfills requirements.
4) Philip B. Crosby

Answers:

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

B. a-2, b-4, c-1, d-3
C. a-2, b-4, c-3, d-1
D. a-3, b-4, c-1, d-2
8/15/2014 1
 Q2

From the figure displayed below, identify the curves:

A. 1- Costs of prevention, 2- Total quality costs, 3- Failure costs

B. 1- Failure costs, 2-Total quality costs, 3- Costs of appraisal plus prevention

C. 1- Total quality costs, 2- Failure costs, 3- Costs of appraisal plus prevention

D. 1- Total quality costs, 2- Failure costs, 3- Costs of appraisal

8/15/2014 2
 Q3
3. Identify the odd one:
a) Complaint adjustment expense
b) Warranty charges
c) Rework cost
d) Cost associated with receipt and replacement of
returned defective product.

8/15/2014 3
 Q4
4. “Yield losses” belongs to which among the four core
categories of cost of quality?
A. Appraisal Costs
B. Prevention Costs.
C. External Failure Costs
D. Internal Failure Costs

8/15/2014 4
 Q5
5. Identify the odd one:

a) Cost incurred in testing and inspection

b) Training cost
c) Supplier quality evaluation cost
d) Cost of New-products review

8/15/2014 5
 Q6
6. A paper mill supplies a corrugated container manufacturer with Kraft paper. The
corrugated container manufacturer uses Kraft paper to manufacture corrugated
shipping containers that are then sold to a cereal manufacturer. Which of the
following is true?

A. The corrugated container manufacturer is an internal customer to the cereal

manufacturer.
B. The corrugated container manufacturer is an external customer to the paper mill.
C. Both the paper mill and corrugated container manufacturer are internal customers to
the cereal manufacturer.
D. There are no external customers.

8/15/2014 6
 Q7
7. David Garvin categorized quality into 5 different approaches: the
transcendent, the manufacturing-based, the user based, the product
based and the value based. Making sure a product or service is "fit for
its purpose" is which kind of approach?

A. Transcendent
B. User-based
C. Product based
D. Manufacturing-based

8/15/2014 7
 Q8
8. Which of the following would not normally be considered as a
‘costs of quality’?

A. Supplier quality evaluation cost

B. Downgrading cost
C. Warranty costs
D. Research and development costs
E. Quality planning cost
F. Inspection costs

8/15/2014 8
 Q9
9. Match the examples to costs of quality.
1) Re-inspection and investigation a. prevention costs
2) Handling of returned items b. internal failure cost
3) Quality audits c. external failure cost
4) Identification of customers' quality requirements d. appraisal cost
Answers:
A. 1-b,2-c,3-a,4-d
B. 1-c,2-b,3-d,4-a
C. 1-b,2-c,3-d,4-a
D. 1-a,2-c,3-d,4-b

8/15/2014 9
Q10
10. Which of these statements are true?
a. “Big Q” focuses on those processes directly related to the manufacture of goods
b. Dr. Edward Deming coined the term “Big Q”
c. “Little Q” applies to all industries; manufacturing, services, government, etc., whether for
profit or not.
d. “Big Q” is performance to specifications, i.e. the approach that is dominant in Six Sigma and
ISO 9000.
Answers:
A. a, c, d
B. only b
C. a and b
D. none of the above
E. all of the above

8/15/2014 10
Q11
11. The concepts of quality planning, quality control, quality improvement
known as ‘Trilogy of quality’ was introduced by ………………….
A. Philip B. Crosby
B. Edward Deming
C. A. Shewhart
D. Dr. Juran
E. Taguchi

8/15/2014 11
Q12
12. Costs of keeping measuring instruments and equipments in
calibration can be categorized under which of the following categories of
cost of quality?
A. Prevention Costs

B. Appraisal Costs

C. External Failure Costs

D. Internal Failure Costs

8/15/2014 12
Q13
13. Identify the odd one among the list of items given below:

A. Potential lost sales

B. Cost incurred in maintaining extra capacity
C. Premium freight cost
D. Cost incurred in testing products in stock to evaluate degradation.
E. Loss of good will

8/15/2014 13
Q14
14. Attainment of quality requires the performance of a wide variety
of identifiable activities or quality tasks. The entire collection of
these activities performed to achieve fitness for purpose is known
as……………………………

A. Quality improvement
B. Quality deployment
C. Quality control
D. Quality function
E. Quality Assurance
8/15/2014 14
Q15

From the below given figure of optimum quality cost model, Identify the values of a, b, c, d, e, f
(given in red color font in the picture).

A. a=70%, b=10%, c=30%, d=10%, e=60%, f=30%

B. a=80%, b=10%, c=30%, d=10%, e=60%, f=20%
C. a=80%, b=10%, c=20%, d=10%, e=60%, f=40%
D. a=70%, b=10%, c=50%, d=10%, e=40%, f=50%
8/15/2014 15
Q16
16. Which of these below mentioned items can be included under the ‘hidden cost of
quality’.
a. Lost sales
b. Incorrect orders shipped
c. Extra process capacity
d. Loss of goodwill
e. Customer returns
Answers:
A. all of the above items
B. only a and b
C. only c, d and e
D. all except c
E. all except e
8/15/2014 16
Q17
17. Product features and freedom from deficiencies are two major components of quality. Keeping this
in mind, analyze the following statements and find out which of these statements are not true.
A: Product features have a major effect on sales income.
B: Product features refers to quality of conformance
C: Freedom from deficiencies has a major effect on cost.
D: Freedom from deficiencies refers to quality of design
Answers:
A. Only A and B are true
B. All of the above statements are true
C. Only A and C are true
D. None of the above statements are true

8/15/2014 17
Q18
18. Which of the below mentioned items can be grouped under ‘product features in service
industries’?
a. Accuracy
b. Timeliness
c. Friendliness and courtesy
d. Durability
e. Esthetics
Answers:
A. all the items
B. all except ‘e’
C. a, b, c, e
D. a, b, c, d
E. none of the items
8/15/2014 18
Q19
19. Quality is most difficult to measure and analyze under which of
the following definitions /approaches?

A. Product-based view
B. User-based view
C. Transcendent view
D. Value-based view

8/15/2014 19
Q20

The model below shows the relationship between quality and Return on Investment. Some items are missing, select the
most appropriate answer from the choice given below to complete the diagram.

A. A- cost, B- share, C-throughput, D- income

B. A- sales, B- cost , C-throughput, D- share
C. A- income, B- share, C- Warranty, D- Cost
D. A- sales, B- share, C- Warranty, D- Cost
8/15/2014 20
Q21
21. Quality aims at satisfying both internal and external customers. Which of the
following can be considered as customers of the higher education system:

A. Government regulatory bodies

B. Parents
C. Students
D. All of the above

8/15/2014 21
Q22 22. According to Juran, there are two views of quality, internal and external. Which of
these below mentioned statements supports internal view of quality?
a. Using customer based quality measures
b. Viewing quality as a business issue
c. Viewing quality as a technical issue
d. Compare product to specification
e. Focus on preventing plant and field defects.
Answers:
A. All except c
B. c, d and e
C. only a and b
D. a, b and e
E. all except b

8/15/2014 22
Q23
23. A consumer purchases a generic product at a cost of 5$ instead of a branded
product that sells for 7$.the consumer feels that there is no difference between the
two products. This scenario illustrates which of the following definitions of quality?

A. Manufacturing based
B. Value based
C. User based
D. Product based
E. none of the above

8/15/2014 23
Q24
24. The various definitions of quality do NOT include:
A. The value-based approach
B. The transcendent approach
C. The minimum specification approach
D. The manufacturing-based approach

8/15/2014 24
Q25
25. Which of these statements are not true:

A. Prior to world war 2nd Japanese products were perceived as poor in quality.

B. ‘Prevention cost’ is inversely proportional to the sum of failure costs and appraisal costs.

C. There is always a tradeoff between quality and cost.

D. Higher grade implies higher quality.

Answers:

A. all statements are true

B. none of the above are true
C. only a and b are true
D. only a is true
E. only b and d are true

8/15/2014 25
Q26
26. According to Juran, anyone is a customer of a product or service if that
person
A. purchases it
B. uses it
C. is affected by it
D. produces it

8/15/2014 26
Q27
27. Attributes and variables data are best described as which of
the following?
Attributes Variables
(A) Counted values Measured values
(B) Counted values Visual features
(C) Measured values Counted values
(D) Visual features Counted values

8/15/2014 27
Q28
28. In a manufacturing company, the machine shop is what kind of
customer in relation to the human resource department?
A. Intermediate
B. Hidden
C. External
D. Internal

8/15/2014 28
Q29
29. Which of the following is the final step in the Quality Trilogy?

A. Quality control
B. Quality planning
C. Quality documentation
D. Quality improvement

8/15/2014 29
Q30
30. Which of the following would be considered an appraisal cost of
quality?

A. Training workers to perform their jobs

B. Purchasing better tools for workers to perform their jobs
C. Repairing an item under the warranty
D. Running a functional test on each item before it is boxed for
shipment

8/15/2014 30