‫الأاكدميية العربية للعلوم والتكنولوجيا والنقل البحري‬

‫معهد الإنتاجية واجلودة‬

‫‪MQM‬‬
‫(ماجستير إدارة الجودة)‬
‫االمتحان الشامل‬
‫‪ 0.0‬ساعة معتمدة‪.‬‬ ‫‪‬‬ ‫الساعات المعتمدة‬
‫يتم عقد امتحان شامل بعد اجتياز الطالب لكل المقررات الدراسية‪.‬‬ ‫‪‬‬ ‫قواعد عامة‬
‫اجتياز االمتحان الشامل شرط أساسي للحصول على درجة الماجستير‪.‬‬ ‫‪‬‬
‫ال تحتسب درجة االمتحان الشامل ضمن التقدير العام ‪ /‬المعدل‬ ‫‪‬‬
‫التراكمي للبرنامج‪.‬‬
‫اجتياز الدارس لعدد ‪ 16‬مقرر دراسي بإجمالي ‪ 48‬ساعة معتمدة‪.‬‬ ‫‪‬‬ ‫شروط دخول‬
‫أال يقل المعدل التراكمي اإلجمالي عن ‪.3.0‬‬ ‫‪‬‬ ‫االمتحان‬
‫يتم تسجيل االمتحان الشامل في الفصل الدراسي األخير (الفصل‬ ‫‪‬‬ ‫تسجيل االمتحان‬
‫الدراسي الرابع أو ما يليه)‪.‬‬
‫درجة النجاح ‪%60‬‬ ‫‪‬‬ ‫حد النجاح‬
‫في حالة عدم اجتياز االمتحان الشامل يحق للدارس إعادة االمتحان في‬ ‫‪‬‬ ‫إعادة االمتحان‬
‫الفصل الدراسي التالي‪.‬‬
‫‪ 6‬ساعات‪.‬‬ ‫‪‬‬ ‫مدة االمتحان‬
‫يشمل االمتحان المحتوى العلمي للمقررات الدراسية األساسية فقط (ال‬ ‫‪‬‬ ‫محتوى االمتحان‬
‫يشتمل على المقررات االختيارية)‪.‬‬
‫يتكون االمتحان من جزأين‪:‬‬ ‫‪‬‬
‫‪ o‬أسئلة االختيار من متعدد (‪ 90‬سؤال)‪.‬‬
‫‪ o‬الحاالت الدراسية (‪ 3‬حاالت دراسية يعقب كل منها عدد من‬
‫األسئلة المقاليه)‪.‬‬
‫يتم عقد االمتحان بنظام (‪ ... )Open Book‬يسمح للدارس باستخدام‬ ‫‪‬‬ ‫نظام االمتحان‬
‫نسخ مطبوعة فقط من المواد العلمية (محاضرات‪ ،‬كتب‪ ،‬وغيرها)‪.‬‬
‫غير مسموح باستخدام أجهزة الحاسب اآللي أو التليفون المحمول‪.‬‬ ‫‪‬‬

‫أمثلة من أسئلة االمتحان‪ :‬مرفق‬

‫‪1‬‬
 Arab Academy for Science, Technology and Maritime Transport
Productivity and Quality Institute
Master of Quality Management
Comprehensive Exam – Model
Exam Date: Exam Duration: 6 Hours

Registration Number:

Student Name:

Part (I):
For the following questions, select the most accurate answer.

1. You manage the IT department at a small startup Internet advertiser. You need to set
up an inexpensive system that allows customers to see real-time statistics such as views
and click-throughs about their current banner ads. Which type of system will most
efficiently provide a solution?

A. Customer Relationship Management (CRM)

B. Enterprise system
C. Extranet
D. Intranet
E. None of the above

2. Mark, a manager at Matt's Shack, monitors the work performance of workers in his
department to determine if the quality of their work is meeting the standards of the
company. Mark is engaging in which of the following managerial functions?

A. Planning
B. Staffing
C. Organizing
D. Leading
E. controlling

3. Suppose a set of control charts revealed that the location and variation of a process
were fairly consistent over time (consistent standard deviation, consistent mean) but a
significant proportion of outcomes fell outside the customer requirements
(specification limits). Which of the following conclusion can be made about the
process?

A. The process is out of control.

B. Special or assignable causes are affecting the process.
C. The process' mean needs to be reduced.
D. The process is in control but has poor capability.
E. None of the above.

Comprehensive Exam Page 1 of 4

 Arab Academy for Science, Technology and Maritime Transport
Productivity and Quality Institute

4. Which of the following is not a characteristic of an effective work group?

A. The open expression of feelings and disagreements.

B. The resolution of conflict by members themselves.
C. A belief in shared aims and objectives.
D. A sense of commitment by individual member’s to their own goals and objectives.
E. All of the above

5. The ISO 9001 Standard requires from top management to ensure that ………

A. Organizational chart is in place

B. Responsibilities and authorities are defined and communicated within the organization
C. A documented procedure describes the responsibilities and authorities within the
organization
D. Documented job descriptions are in place
E. All of the above

6. When the customer provides no documented statement of requirement, the customer

requirements shall be ………

A. Verified after accepted

B. Confirmed before acceptance
C. Validated after realization of the product
D. All of the above
E. Rejected unless documented

7. Which of the following is not an assumption of the binomial distribution?

A. Sampling is with replacement.

B. The experiment consists of n identical trials.
C. The probability of success remains constant from trial to trial.
D. Trials are independent of each other.
E. Each trials results in one of two mutually exclusive outcomes.

8. The process of monitoring specific project results to determine if they comply with
relevant quality standards is called ………

A. Quality Assurance
B. Quality Control
C. Quality Planning
D. Quality Review
E. None of the above

Comprehensive Exam Page 2 of 4

 Arab Academy for Science, Technology and Maritime Transport
Productivity and Quality Institute
9. Tracy, a manager at a busy warehouse, was slow to hire new employees, preferring
instead to encourage improvements from his current staff. He carefully watched his
other costs too, performing equipment maintenance on a regular basis to improve its
lifespan. Tracy would best be described as a (n) …………… manager

A. efficient
B. ethical
C. innovative
D. effective
E. micro

10. The overall intentions and direction of an organization with regard to quality as
formally expressed by top management is ………

A. Quality Plan
B. Quality Statement
C. Quality Policy
D. TQM
E. None of the above

Part (II): Case Studies

Case Study (1)

Storefronts’ Challenges in the Era of Globalization

Retail stores are closing in their home countries at a stunning rate. In 2017, more than 300 US
retailers have filed for bankruptcy. For example: In January 2017, “The Limited” closed all
250 remaining stores nationwide, In February 2017, “Wet Seal” closed 171 stores, In March
2017, “RadioShack” closed most remaining stores after thousands of closures in recent years,
In April 2017, “Payless” closed 525 out of 4,400 stores worldwide, In May 2017, “Rue 21”
closed about 400 out of 1,200 stores, In June 2017, “Gymboree” closed 215 out of 1,300 stores,
In July 2017, “True Religion” closed 28 stores, In September 2017, “Toys R Us” filed for
Chapter 11 bankruptcy).

However, they won’t all go out of business. They can keep operating while restructuring debt
as most of these stores are suffering from the same thing; a shift away from traditional
storefronts to online shopping.

Nevertheless, tons of electronics’ stores have shuttered over the past decade, but few are as
tragic as RadioShack, which filed for bankruptcy in 2015, appeared to be rescued by Sprint in
agreement to co-share the stores, it did not work and had to file for a second bankruptcy in
March 2017. The new agreement means hundreds of RadioShack shops will officially close
down and be replaced by Sprint stores, fizzling out dreams of the Maker movement.

Comprehensive Exam Page 3 of 4

 Arab Academy for Science, Technology and Maritime Transport
Productivity and Quality Institute

The specialty chain has struggled as shoppers have increasingly purchased electronics from
online retailers like Amazon and big-box stores like Best Buy.

It all started when General Wireless paid more than $26 million for 1,700 RadioShack stores in
July 2015 following closure of all RadioShack stores in the city of “Fort Worth –Texas” in
April 2015.

The efforts didn’t pan out. RadioShack filed for its second bankruptcy in March, a move that
CEO Dene Rogers attributed primarily to the “surprisingly poor performance of mobility sales.”
At that time, RadioShack said it planned to close about 200 of its 1,300 stores.

RadioShack may have to lay off employees and close its Fort Worth headquarters if the
company is “unable to develop a viable restructuring plan,” the company told the Texas
Workforce Commission in a March 24 letter.

RadioShack — once the go-to chain for consumer electronics —shuttered several stores. The
sale on leftover stocks of electronics also appears to have come and gone, with only mostly
store fixtures, ladders, and carpet tiles seemingly left on offer.

RadioShack will continue to operate only 70 stores across the U.S. as the retailer migrates most
of its sales operations to its website. This round of closures does not affect the company’s 500
“dealers” — or franchisee-run stores.

Questions:
A. From your point of view, how did RadioShack stay a worldwide brand despite filing for
bankruptcy in its mother country?
B. As a manager what was the type(s) of control that should have been used in 2014 to help
RadioShack stop bankruptcy? Justify your answer.
C. If you are the manager of RadioShack set a plan that can help you stay in business? (Hint:
Use planning tools to set your plan)
D. “The transition from traditional storefronts to e-commerce requires the selection of an
appropriate CRM strategy.” Do you agree or disagree with this statement? Justify your
answer.

Comprehensive Exam Page 4 of 4