BENCH MARKING

1. In which form of benchmarking is comparison of a business process done with a similar process
within the organization?
A. Internal benchmarking
B. Competitive benchmarking
C. Functional benchmarking
D. Generic benchmarking

2. Which of the following is not an advantage of internal benchmarking?

A. Low cost
B. High cost
C. Relatively easy
D. Deeper understanding of all the processes of the organization

3. Which of the following is not a challenge to internal benchmarking?

A. Low performance improvement
B. Internal bias
C. It may not provide best-in-class comparison
D. High performance improvement

4. In which form of benchmarking is direct comparison with competitor done of a product, service,
process or method?
A. Internal benchmarking
B. Competitive benchmarking
C. Functional benchmarking
D. Generic benchmarking

5. Competitor benchmarking can also open the possibility for partnership.

A. True
B. False

6. Trade secrets may be a challenge in competitor benchmarking.

A. True
B. False

7. In which form of benchmarking is comparison of similar or identical practices within same or

immediate industry is done?
A. Internal benchmarking
B. Competitive benchmarking
C. Functional benchmarking
D. Generic benchmarking
8. Which of the following is not a challenge to functional benchmarking?
A. Variation in corporate culture
B. Takes more time than internal benchmarking
C. Common functions are difficult to find
D. Takes less time compared to internal benchmarking

9. In which form of benchmarking unrelated business processes or functions that can be utilized
are studied?
A. Internal benchmarking
B. Competitive benchmarking
C. Functional benchmarking
D. Generic benchmarking

10. Which of the following is not a benefit of generic benchmarking?

A. Non-competitive
B. Lack of innovation
C. Non-threatening
D. High potential towards discovery

11. A good quality management system ensures that the following important requirements are
met:
A. The customer requirement
B. Employee requirement
C. The organization requirement
D. Both (A) and (C)

12. The organization should prepare a quality manual that is appropriate and it should include:
A. Definition of TQM
B. HR Policy
C. The Quality Policy
D. Description and interaction for the process of production

13. A quality management system may be defined as an assembly of:

A. Employees
B. Work in progress services
C. Components

14. In order for an organization to make continual improvement it must:

A. Establish a quality council
B. Develop a statement of responsibilities
C. Establish the necessary infrastructure
D. All of the above
15. Little Q sees the customer as:
A. The person who buys the product
B. All people involved, internal, and external
C. The decision-maker
D. Having continually changing needs

16. Differences in variation among people can be attributed to levels of:

A. Capability, age, training
B. Training, education, experience
C. Motivation, training, age
D. None of the above

17. Pull control is:

A. An information dissemination system that allows abnormalities to be identified visually as they
occur. B. A concept applied to eliminate idle time between scheduling points in a production
process.
C. An approach to work handling, inventory, lead time planning, process balancing, capacity
utilization, and scheduling cycling that cuts down on work in progress.
D. A strategy involved in dismantling long-production lines with large lot capacities and replacing
them with production cells that turn out smaller lots.

18. Avraham Goldratt recommends teaching people which techniques for facilitating change?
A. Effect-cause-effect; Socratic Method; evaporating clouds
B. Evaporating clouds; Black-white method; Socratic method
C. Prerequisite trees; Effect-cause-effect; Black-white method
D. Mushroom concept; Socratic method; Evaporating clouds

19. Which of the following behaviors best describe the concept of benchmarking?
A. Unethical
B. Illegal
C. Industrial espionage
D. None of the above

20. One of the three phases of benchmarking is:

A. Conclusion
B. Post execution
C. Reporting
D. None of the above
21. Several benchmarking consideration require management’s approval before the process can
start: commitment to change; funding; personnel; disclosure; and .
A. Oversee
B. Dictate
C. Involvement
D. Supervise

22. The following is a beneficial source for benchmarking efforts:

A. Nonprofit associations
B. Cooperative affiliation
C. For profit organizations
D. All of the above.

23. Which information from the benchmarking process may have more value?
A. Qualitative
B. Quantitative
C. Numerical
D. Estimated

24. Malcolm Baldrige national quality award is for (MBNQA)

A. Total Quality Management
B. International Standard Organization
C. Total Productive Maintenance
D. Total Quality Control

25. The process mapping is a ______ diagram.

A. Data flow
B. Work flow
C. Circular
D. Audit

26. The objective of ISO-9000 family of Quality management is

A. Customer satisfaction
B. Employee satisfaction
C. Skill enhancement
D. Environmental issues

27. Total Quality Management (TQM) focuses on

A. Employee
B. Customer
C. Both (a) and (b)
D. None of the above
28. Which of the following is responsible for quality objective?
A. Top level management
B. Middle level management
C. Frontline management
D. All of the above

29. The following is (are) the machine down time.

A. Waste
B. No material
C. Breakdown
D. All of the above

30. TQM & ISO both focuses on

A. Customer
B. Employee
C. Supplier
D. All of the above