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MIDTERM EXAMINATION Spring 2009 MGT510- Total Quality Management (Session - 2) Question No: 1 ( Marks: 1 ) - Please choose one

How can the quality be computed?

Quality = Expectation/Performance Quality = Performance/ Expectation Quality = Performance+Expectation Quality = Performance-Expectation

Question No: 2

( Marks: 1 ) - Please choose one

Should you forget the problem once solved?

No, it might go wrong again No, there might still be ways to improve it Yes, and move on to the next problem Yes, and concentrate on maximizing production

Question No: 3

( Marks: 1 ) - Please choose one

Which of the following refers that managers are not responsible for execution of work, but responsible for how the work is done?
Operations management Quality management Scientific management Bureaucratic management

Question No: 4

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The customer value strategy includes all of the following EXCEPT:
Product characteristics Faster delivery Support services Attributes

Question No: 5

( Marks: 1 ) - Please choose one

Who was the key internal stakeholder in the old paradigm?

Ones boss Ones supplier Ones customer Ones associates

Question No: 6

( Marks: 1 ) - Please choose one

Which of the following is the correct sequence of an organizations supply chain?

Transformation process, delivery to customers, acquisition of resources Transformation process, acquisition of resources, delivery to customers Delivery to customers, acquisition of resources, transformation process Acquisition of resources, transformation process, delivery to customers

Question No: 7

( Marks: 1 ) - Please choose one

According to Total Quality view, the term quality refers to which of the following?
Exceeding customer needs and satisfying customer expectations Satisfying customer needs and exceeding customer expectations

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Catering customer needs only Handling customer expectations only

Question No: 8

( Marks: 1 ) - Please choose one

What is the focus of total quality approach?

Long-term profits and continuous improvement Short-term profits and irregular improvement Long-term profits and irregular improvement Short-term profits and continuous improvement

Question No: 9

( Marks: 1 ) - Please choose one

What is continuous improvement?

A large-scale system for reliable supply of large amounts of uninterrupted power A future-oriented perspective where foundation decisions are made based on

analysis
Used in the broad sense to mean placing data and metadata in a product at one or

more data sites

A part of the management, sustained, gradual change includes constancy of

purpose Question No: 10 ( Marks: 1 ) - Please choose one

During 1990s, which of the following institutions began to pay increased attention to quality?
Education and health care only Education, health care, and government Health care and government only

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Government and financial institutions only

Question No: 11

( Marks: 1 ) - Please choose one

What is the nature of total quality approach?

An organization-based system A people-focused management system A science-oriented process A home-based system

Question No: 12

( Marks: 1 ) - Please choose one

What does the term process mean?

The guidance and control of action required to execute a program The act of entering into or through something A sequence of activities intended to achieve some results The order in which details are placed in a piece of writing

Question No: 13

( Marks: 1 ) - Please choose one

Which of the following conditions is involved in the process for every major activity within an organization?
Every major activity mounts traditional organizational boundaries Every major activity mounts modern organizational boundaries Every major activity crosses modern organizational boundaries Every major activity crosses traditional organizational boundaries

Question No: 14

( Marks: 1 ) - Please choose one

Which of the following most likely affects the reliability and maintenance Join: http://VUATTACH.ning.com For Exclusive Projects, Reports & Latest Papers

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characteristics of a product or service?
Price Design Concept Fabrication

Question No: 15

( Marks: 1 ) - Please choose one

What are the ideal values for which production strives?

Means Tolerances Targets Measurements

Question No: 16

( Marks: 1 ) - Please choose one

How often must people think of continuous improvement?

Every week Every minute Every month Every year

Question No: 17

( Marks: 1 ) - Please choose one

Which of the following is TRUE about quality?

Refers to the properties of the measurement such as precision, bias, detection limit,

and other relevant measures

The aspect in which a thing is measurable in terms of greater, less, or equal or of

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increasing or decreasing magnitude
Conformance to requirements and the totality of features and characteristics of a

product or service that bear on its ability to satisfy stated or implied needs
The totality of features and characteristics of a product or service that bear on its

ability to satisfy stated or implied needs Question No: 18 ( Marks: 1 ) - Please choose one

Which of the following refers to the consequences that detract from meeting ones needs?
Nonconformance Conformance Dissatisfiers Sacrifices

Question No: 19

( Marks: 1 ) - Please choose one

Which of the following considers quality as a fit for use?

Producer's view Customer's view Wholesalers view Retailers view

Question No: 20

( Marks: 1 ) - Please choose one

During which year was the quality viewed as a competitive opportunity? 1920s
1930s 1950s

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1980s

Question No: 21

( Marks: 1 ) - Please choose one

According to Deming, chain reaction and profitability and improvement in quality leads to lower cost due to which of the following? Less rework, fewer mistakes and fewer delays and snags
More rework, more mistakes and more delays and snags More rework, more mistakes and fewer delays and snags Fewer delays and snags, more mistakes and less rework

Question No: 22

( Marks: 1 ) - Please choose one

The quality gurus promoted guiding principles of total quality. What were their insights for quality?
Measurement, management, and improvement Measurement, control and management Management, planning, and improvement Management, control, and improvement

Question No: 23

( Marks: 1 ) - Please choose one

When were the behavioral theories developed?

1930s 1940s 1950s 1960s

Question No: 24

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The emperor who awarded Juran, with Order of the Sacred Treasure medal belonged to which country?
Norway Jordon Denmark Japan

Question No: 25

( Marks: 1 ) - Please choose one

Which of the following quality leaders said that quality is free and conformance to customer requirements?
Armand Feigenbaum W. Edwards Deming Joseph Juran Philip Crosby

Question No: 26

( Marks: 1 ) - Please choose one

Juran advocates a never-ending spiral of activities that includes all of the following EXCEPT:
Product development Workers Inspection and testing Purchasing

Question No: 27

( Marks: 1 ) - Please choose one

In TQM, what does the acronym MBNQA stand for?

Malcolm Baldrige National Quality Award

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Maslow Bloom National Quantity Award Marybeth Bandit National Quality Award Medicare Benefits National Quality Award

Question No: 28

( Marks: 1 ) - Please choose one

The EFQM Excellence Model refers its scoring methodology as RADAR. What does RADAR stand for?
Results, Approach, Deployment, Assessment and Review Radio Detection and Ranging, Rights, Availability, Distribution Analysis and

Reporting
Relevant, Appropriate, Distinctive, Achievable and Realistic Research, Attitude, Delivery, Attitude and Relationships

Question No: 29

( Marks: 1 ) - Please choose one

Which of the following provides guidelines for audit ing quality management and/or environmental management systems?
ISO 19011 ISO 9004 ISO 9001 ISO 9000

Question No: 30

( Marks: 1 ) - Please choose one

Which of the following models does not reflect processes at a detailed level, but covers all the contents of the ISO Standard?
Model of a process-based quality management system Product-based environmental management system

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Product-based assurance model The European Foundation Quality model

Question No: 31

( Marks: 5 )

Juran defines quality as fitness for use". Comment on this statement. Question No: 32 ( Marks: 10 )

List down the principles of total quality. Explain continuous improvement and learning principle. (Marks=6+4)

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