Which of the following approaches identifies, understands and manages interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives?

• A) Process approach
• B) Factual approach to decision making
• C) System approach to management
• D) Mutually beneficial supplier relationships

Which of the following options serve as the basis for implementation and maintenance of the system?

• A) Customers
• B) Training
• C) Documentation
• D) Resources

Which of the following provides the foundation for operations?

• A) Product realization
• B) Information
• C) Work environment
• D) Infrastructure

All of the following are the typical examples of product measurement records, EXCEPT:

• A) Inspection and test reports
• B) Electronic data
• C) Certificates
• D) Customer complaints

Which of the following is the purpose of ISO 9001?

• A) To ensure that the IT service management processes are aligned both with the needs of the business and with international best practice
• B) To define the minimum Quality Management System requirements needed to achieve customer satisfaction by meeting specified product requirements
• C) To determine metals and metalloids in airborne particulate matter by inductively coupled plasma atomic emission spectrometry
• D) To evaluate ultimate aerobic biodegradability of organic compounds in aqueous medium by determination of oxygen demand in a closed respirometer

Which of the following statements are the benefits of QMS?

• A) All of the given
• B) Customers will receive known level of quality
• C) Export market will be easier
• D) Provide objective evidence of the company’s products

When employees are highly motivated and retention of satisfied customers is key then which one of the following systems is followed by the organization?

• A) Developing system
• B) Awakening System
• C) Maturing System
• D) World Class System

What is required after setting the registration objective in the process of acquiring the certificate of ISO 9000?

• A) Submitting quality manual for approval
• B) Performing self-analysis audit
• C) Developing and implementing the QMS
• D) Selecting the appropriate standards

Which one of the following levels is prevention based?

• A) Quality Assurance
• B) Total Quality Management
• C) Inspection
• D) Quality Control

There are several primary reasons of cultural change that must either precede or at least parallel to the implementation of total quality. Which of the following is NOT a primary reason?

• A) Change cannot occur in a hostile environment
• B) Moving to total quality takes time
• C) Employees may not adapt to too many changes
• D) It can be difficult to overcome the past

Which one of the following nationals defines quality as value received for the dollar spent?

• A) Indians
• B) Japanese
• C) Pakistanis
• D) Americans

Which of the following is NOT an advantage of functional structure?

• A) It provides organizations with a clear chain of command
• B) It allows people to specialize in the aspect of the work
• C) It allows evaluating people based on clear set of responsibilities
• D) It enables employees to learn about customer expectations

All of the following are the elements of a total quality culture, EXCEPT:

• A) Customer driven excellence
• B) Visionary leadership
• C) Internal audit
• D) Agility

All of the following are the basic principles for achieving quality and excellence that will never change EXCEPT:

• A) All employees committed to quality and excellence
• B) Understanding the process
• C) Fair representation of final accounts
• D) Focusing on the customer

Which of the following performance levels is a systematic process-based approach, early stage of systematic improvements?

• A) No formal approach
• B) Reactive approach
• C) Best-in-class performance
• D) Stable formal system approach

Organization must identify preventive actions to eliminate the causes of potential ____________.

• A) Correction
• B) Non Conformance
• C) Conformance
• D) Customer complaints

Which of the following is not the key benefit of process approach principle?

• A) Lower costs
• B) Shorter cycle time
• C) Consistent results
• D) Improved customer loyalty

Excellent communication between ______________ is the key to total organizational excellence.

• A) Shareholders and competitors
• B) Owners and employees
• C) Customers and suppliers
• D) Competitors and customers

Which one of the following performance levels has good results and sustained improvement trends?

• A) Stable formal system approach
• B) Best-in-class performance
• C) Reactive approach
• D) Continual improvement emphasized

Which of the following is a requirement of ISO 9000:2000?

• A) An Environmental Policy to be in existence within the organization
• B) Procedures for registration of font-related identifiers
• C) Processes to measure and analyze customer satisfaction
• D) Irregular improvement of internal process and customer satisfaction