1. |
How a quality can be quantified |
A. | performance + expectations |
B. | performance x expectations |
C. | performance – expectations |
D. | performance / expectations |
Answer» D. performance / expectations | |
Explanation: quality can be quantified by quality (q) = performance (p) /expectations (e) so option d is correct |
2. |
Traditional culture of quality requirements focuses on |
A. | product oriented |
B. | process oriented |
C. | customer oriented |
D. | supplier oriented |
Answer» A. product oriented | |
Explanation: traditional culture of quality requirements is product oriented, whereas tqm culture is process oriented. so option a is correct |
3. |
American quality guru who took the message of quality to Japan |
A. | genichi taguchi |
B. | masaaki imai |
C. | shigeo shingo |
D. | w. edwards deming |
Answer» D. w. edwards deming | |
Explanation: american quality guru’s are w. edward deming, walter shewhart, philip crosby, joseph m juran. so option d is correct |
4. |
PDCA cycle is the contribution of |
A. | walter shewhart |
B. | philip crosby |
C. | genichi taguchi |
D. | w. edward deming |
Answer» D. w. edward deming | |
Explanation: w. edward deming contributions are 1. deming’s 14 points route to quality 2. deming cycle or pdca cycle 3. seven deadly diseases of management 4. system of profound knowledge so option d is correct |
5. |
Which one is Juran’s “three- role model” |
A. | supplier – process – customer |
B. | customer - process – customer |
C. | process – customer – supplier |
D. | process – supplier – customer |
Answer» A. supplier – process – customer | |
Explanation: juran’s “three role model” is supplier – process – customer so option a is correct |
6. |
In TQM, how many elements are there in Quality statements |
A. | 1 |
B. | 2 |
C. | 3 |
D. | 4 |
Answer» C. 3 | |
Explanation: quality statements has three elements 1. vision statement 2. mission statement 3. quality policy statement so option c is correct |
7. |
What are the elements of Quality statements |
A. | vision statement |
B. | mission statement |
C. | quality policy statement |
D. | all the above |
Answer» D. all the above | |
Explanation: quality statements has three elements 1. vision statement 2. mission statement 3. quality policy statement so option d is correct |
8. |
Quality Trilogy is the contributions of |
A. | walter shewhart |
B. | philip crosby |
C. | joseph m juran |
D. | w. edward deming |
Answer» C. joseph m juran | |
Explanation: juran’s contributions are 1. internal customer 2. cost of quality 3. fitness of use 4. quality trilogy 5. juran’s 10 steps for quality improvement 6. breakthrough concept so option c is correct |
9. |
In TQM , the contributions of quality Guru Joseph M Juran |
A. | internal customer |
B. | cost of quality |
C. | breakthrough concept |
D. | all the above |
Answer» D. all the above | |
Explanation: juran’s contributions are 1. internal customer 2. cost of quality 3. quality trilogy 4. fitness of use 5. juran’s 10 steps for quality improvement 6. breakthrough concept so option d is correct |
10. |
The contributions of quality Guru Philip Crosby in TQM |
A. | pdca cycle |
B. | quality trilogy |
C. | pdsa |
D. | concept of zero defects |
Answer» D. concept of zero defects | |
Explanation: philip crosby’s contributions are 1. four absolutes of quality 2. 14 steps to quality management 3. crosby’s quality vaccine 4. concept of zero defects so option d is correct |
11. |
The contribution of Four absolute of Quality is given by |
A. | walter shewhart |
B. | philip crosby |
C. | joseph m juran |
D. | w. edward deming |
Answer» B. philip crosby | |
Explanation: philip crosby’s contributions are 1. four absolutes of quality 2. 14 steps to quality management 3. crosby’s quality vaccine 4. concept of zero defects so option b is correct |
12. |
Cost of quality is given by costs of |
A. | prevention + appraisal +internal failure +external failure |
B. | prevention + appraisal |
C. | internal failure + external failure |
D. | appraisal + internal failure |
Answer» A. prevention + appraisal +internal failure +external failure | |
Explanation: cost of quality = prevention cost + appraisal cost + internal failure cost + external failure cost so option a is correct |
13. |
In components of CoQ, Cost of good quality contains |
A. | prevention cost |
B. | appraisal cost |
C. | both a and b |
D. | none of the above |
Answer» C. both a and b | |
Explanation: coq of good quality = prevention cost + appraisal cost so option c is correct |
14. |
In components of CoQ, Cost of poor quality contains |
A. | internal failure cost |
B. | external failure cost |
C. | both a and b |
D. | none of the above |
Answer» C. both a and b | |
Explanation: coq of good quality = internal failure cost + external failure cost so option c is correct |
15. |
The Teboul’s customer satisfaction model depends on |
A. | company offer |
B. | customer needs |
C. | both a and b |
D. | none of the above |
Answer» C. both a and b | |
Explanation: teboul’s customer satisfaction model is the intersection of company offer and customer needs so option c is correct |
16. |
Customer perception on quality contains |
A. | performance |
B. | features |
C. | service |
D. | all the above |
Answer» D. all the above | |
Explanation: customer perception on quality are performance, features, service, warranty, price and reputation so option d is correct |
17. |
Tools used for collecting customer complaints |
A. | comment cards |
B. | focus groups |
C. | toll free telephone numbers |
D. | all the above |
Answer» D. all the above | |
Explanation: tools used for receiving customer complaints 1. comment cards 2. customer questionnaire 3. post-transaction surveys 4. employee feedback 5.focus groups 6.toll free telephone numbers. so option d is correct |
18. |
PDCA cycle stands for |
A. | plan do check act |
B. | plan did check act |
C. | process do check act |
D. | process did check acknowledge |
Answer»
A. plan do check act
view more info and meaning of PDCA |
|
Explanation: pdca cycle stands for plan do check act as per e. deming so option a is correct |
19. |
Dimensions of quality contains |
A. | performance |
B. | reliability |
C. | conformance |
D. | all the above |
Answer» D. all the above | |
Explanation: dimensions of quality contain performance, features, usability, conformance to standards/specifications, reliability, durability, maintainability. so option d is correct |
20. |
Dimensions of Service quality contains |
A. | tangibles |
B. | reliability |
C. | assurance |
D. | all the above |
Answer» D. all the above | |
Explanation: dimensions of service quality contains tangibles , reliability, assurance, empathy, responsiveness so option d is correct |
21. |
Japanese quality guru who developed new concepts in response to the American gurus |
A. | walter shewhart |
B. | philip crosby |
C. | genichi taguchi |
D. | w. edward deming |
Answer» C. genichi taguchi | |
Explanation: japanese quality guru are genichi taguchi, masaaki imai, shigeo shingo. so option c is correct |
22. |
In TQM, the customer need can be understandable by which model |
A. | taguchi model |
B. | kano model |
C. | deming model |
D. | kaizen model |
Answer» B. kano model | |
Explanation: kano proposed a model to understand the customer need. whereas others contributions are not with respect to customer need. so option b is correct |
23. |
The most common techniques used for analyzing the quality costs are |
A. | trend analysis |
B. | pareto analysis |
C. | both a and b |
D. | none of the above |
Answer» C. both a and b | |
Explanation: the techniques used for analyzing the quality costs are trend analysis and pareto analysis so option c is correct |
24. |
In continuous improvement, PDSA stands for |
A. | plan do study act |
B. | plan did study act |
C. | process do study act |
D. | process did study acknowledge |
Answer» A. plan do study act | |
Explanation: pdsa stands for plan do study act so option a is correct |
25. |
The system for causing quality is preventive, not appraisal is |
A. | first absolute |
B. | second absolute |
C. | third absolute |
D. | fourth absolute |
Answer» B. second absolute | |
Explanation: first absolute: definition of quality second absolute: the system for causing quality is preventive, not appraisal |
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