Q1

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

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Q2
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
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Q3
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.
B.
C.
D.
E.

all statements are true

none of the above are true
only a and b are true
only a is true
only b and d are true

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Q4

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

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Q5
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.
B.
C.
D.

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

Q6
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

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Q7
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

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Q8

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
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Q9
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
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Q10

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.

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Q11
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

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Q12
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

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Q13
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
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Q14
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.
B.
C.
D.
E.

all the items

all except e
a, b, c, e
a, b, c, d
none of the items

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Q15
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.
B.
C.
D.

Only A and B are true

All of the above statements are true
Only A and C are true
None of the above statements are true

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Q16
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
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Q17
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.

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Q18
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

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Q19
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

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Q20
Which of the following is the final step in the Quality Trilogy?

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

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Q21
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

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Q22
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

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Q23
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

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Q24
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

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Q25
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

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Q26

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
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Q27
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

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Q28

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.
B.
C.
D.
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a=70%,
a=80%,
a=80%,
a=70%,

b=10%,
b=10%,
b=10%,
b=10%,

c=30%,
c=30%,
c=20%,
c=50%,

d=10%,
d=10%,
d=10%,
d=10%,

e=60%,
e=60%,
e=60%,
e=40%,

f=30%
f=20%
f=40%
f=50%
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Q29

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.
B.
C.
D.
E.

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All except c
c, d and e
only a and b
a, b and e
all except b

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Q30
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

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