In customer perspective of balanced scorecard, which of the following is a leading indicator of future decline, even though the current financial picture may look good?

• A) Poor performance
• B) High-quality performance
• C) Good performance
• D) Average performance

Which of the following tools is used to break down broad categories into finer and finer levels of detail?

• A) Tree diagram
• B) Affinity diagram
• C) Relations diagram
• D) Matrix diagram

Under which perspective of the balance scorecard, would you classify the return on shareholder funds measurement?

• A) The financial perspective
• B) The customer perspective
• C) The business process perspective
• D) The learning & growth perspective

All of the following characteristics are included in histogram, EXCEPT:

• A) Displays large amounts of data that are difficult to interpret in tabular form
• B) Provides both a visual and statistical means to test the strength of a relationship
• C) Illustrates the underlying distribution of the data
• D) Shows centering, variation, and shape

Organization should identify customer needs in which one of the following steps of problem solving?

• A) Project
• B) Results
• C) Solutions
• D) Current Situation

Which of the following is not new quality planning tool?

• A) Matrix Diagram
• B) Fishbone Diagram
• C) Affinity Diagram
• D) Arrow Diagram

Which of the following tools plots the relationship of one numeric variable to another on a horizontal and vertical axis and determines the degree of dependency or interdependency of those variables?

• A) Pareto chart
• B) Scatter diagram
• C) Check sheet
• D) Fishbone diagram

Which of the following is the Total Quality Tool that is simply a graphical representation of an outline that presents a chain of causes and effects?

• A) Scatter diagram
• B) Fishbone diagram
• C) Check sheet
• D) Pareto chart

Which of the following tools illustrates the relationship between a given outcome and the factors that influence this outcome?

• A) Scatter diagram
• B) Pareto chart
• C) Check sheet
• D) Fishbone diagram

Under which perspective of the balance scorecard, would you classify the growth in sales revenue measurement?

• A) The business process perspective
• B) The financial perspective
• C) The customer perspective
• D) The learning & growth perspective

Which of the following statements, in relation to psychology, is TRUE for people failing to understand the components of Profound Knowledge?

• A) They do not know how to plan and accomplish learning and improvement
• B) They do not understand motivation/why people do what they do
• C) They see the symptoms but not the deep causes of problems
• D) They do not know when expectations are realistic

Theory of knowledge described that experience alone does not establish _______

• A) Theory
• B) Learning
• C) Education
• D) Knowledge

Psychology helps us to understand which of the following options?

• A) Interaction between human
• B) People
• C) System of management
• D) All of the given options

Old methods of management focus on satisfying rather than on___________________.

• A) Defects
• B) None of the given options
• C) Optimizing
• D) Minimizing

All of the following steps are required for quality planning EXCEPT:

• A) Deploy the plans to operational levels
• B) Determine who the customers are
• C) Assess actual quality performance
• D) Identify customers’ needs

Quality planning and new product review are the examples of which of the following costs?

• A) Appraisal cost
• B) Prevention cost
• C) External failure cost
• D) Internal failure cost

Which of the following systems has promulgated the view of workers as a “commodity”?

• A) Taguchi system
• B) American MBO system
• C) Taylor system
• D) Operating system

Which stage in the Shewhart Cycle uses data and facts to analyze the results of the change?

• A) Check stage
• B) Plan stage
• C) Act stage
• D) Do stage

According to Deming’s 14 points, the true purpose of businesses should be to serve which of the following?

• A) Retailers and wholesalers
• B) Suppliers and employees
• C) Customers and employees
• D) Owners and retailers

Scrap and material review are the examples of which of the following costs?

• A) External failure cost
• B) Appraisal cost
• C) Prevention cost
• D) Internal failure cost