Which of the following is NOT an emerging trend in the workplace?

• A) Increasing use of temporary labor
• B) Increasing number of part time jobs
• C) Decreasing work schedule flexibility
• D) Increasing workplace diversity

Management of ABC service providing organization wants to improve the gap between manager’s expectations of service quality and its specifications. For removing this difference; what the managers are supposed to do first?

• A) Customer’s perception of service should be determined
• B) Customer’s needs and wants should be determined
• C) Marketability of service should be determined
• D) Quality of service should be determined

__________ is a set of standards governing documentation of a quality program

• A) ISO 9000
• B) ISO 9004
• C) ISO 14000
• D) ISO 9002

ABC organization, actively engaged in continuous improvements, trains its work teams to use the PDCA for problem solving. The documentation of process by analyzing data, setting of qualitative goals comes in which of the following stage of PDCA?

• A) Act
• B) Check
• C) Plan
• D) Do

In SERVQUAL model, all of the following makes sure that no gap exists between the service provided and service demanded Except:

• A) Well trained workforce
• B) Service quality
• C) Communication with customers
• D) System design

Which one of the following refers to a team having representatives from different functional areas of the organization?

• A) Self-directed team
• B) Self motivated team
• C) Cross-functional team
• D) Traditional work group

Seagate, a disk driver manufacturer advertises that its high performance disk drivers have a mean time failure of 1.2 million hours. If the disk lived upto that claim, it would come under which TQM customer driven dimension of quality?

• A) Value
• B) Conformance to specification
• C) Quality in design
• D) Fitness for use

Which one of the following location strategies follows a decentralized approach?

• A) Cost conservation strategy
• B) Process plant strategy
• C) Product plant strategy
• D) Market area plant strategy

_____ is most limited in scope and address production processes only

• A) ISO 9003
• B) ISO 14000
• C) ISO 9004
• D) ISO 9001

The advantages of specialization to management include all of the following EXCEPT:

• A) Ease in recruiting new workers
• B) Less boredom for workers
• C) Fewer turnovers
• D) Rapid training of the workforce

In which of the following approaches location decision is based on personal opinions and quantitative information?

• A) Market area plant strategy
• B) Currency fluctuations
• C) Factor rating
• D) Product plant strategy

Which one of the following layout type is also called line layout?

• A) Fixed Position layout
• B) Product layout
• C) Cellular layout
• D) Process layout

Which of the following is NOT a mark of a good layout in manufacturing?

• A) Open plant floors (high visibility)
• B) Straight line flow patter (or adaption)
• C) Bottleneck operations
• D) Work stations close together

Which of the following is a difference of service organizations as compared to manufacturing organizations?

• A) Service firms are more flexible then manufacturing organizations
• B) Manufacturing decisions are made by maximizing the profit potential
• C) Manufacturing organization are more specialized then service organizations
• D) Manufacturing firms have more variety then service organizations.

Which of the following is NOT a dimension of quality that makes a company competitive?

• A) Special features
• B) Reliability
• C) Performance
• D) Leadership

Which one of the following is the goal of work sampling?

• A) Specifying the content and methods to perform a job
• B) Individual human motions that are used in a job task
• C) Determining the length of time it will take to undertake a particular task
• D) Determining the amount of time a worker spends on various activities

Ali dialed Customer Service Representative of WARID who very friendly and sociably responded his queries. Which dimension of service quality is referred to in this example.

• A) Responsiveness
• B) Convenience
• C) Reliability
• D) Courtesy

Which of the following is an internal failure cost?

• A) Interest cost
• B) Rework cost
• C) Loss of future business cost
• D) Liability cost

A machine that fills cereal boxes put more cereal than planned in cereal boxes by large fraction. This is because of which of the following variation?

• A) None of the above
• B) Random cause
• C) Common cause
• D) Special cause

All of the following are dimensions of service quality Except:

• A) Intangibles
• B) Reliability
• C) Assurance
• D) Responsiveness