In the old paradigm, the key internal stakeholder is the _____________.

• A) One's boss
• B)
• C)
• D)

Which of the following should focus on the achievement of the organization’s quality objectives?

• A) Executive Support System
• B) Office Automation Systems
• C) Knowledge Management Systems
• D) Quality Management System

Which of the following concepts and tools can be used to assess internal customer needs and to communicate internal supplier capabilities?

• A) Marketing
• B)
• C)
• D)

The philosophies of _______________ provide fundamental principles on which total quality is based.

• A) Deming
• B) Crosby
• C) All of the given options
• D) Juran

In EFQM model, which of the following are caused by 'Enablers'?

• A) Results
• B)
• C)
• D)

Which of the following is an answer to the Second Absolute of Quality Management as summarized by Crosby; what system is needed to cause quality?

• A) Conformance to requirements
• B) Price of nonconformance
• C) Zero defects
• D) Prevention

What is quality?

• A) The degree to which the project meets requirements
• B)
• C)
• D)

All of the following are included in avoidable costs, EXCEPT:

• A) Product cost
• B) Labor hours for rework
• C) Scrapped material
• D) Complaint processing

All of the following are the emphasis of economic principles for competing in well-defined markets, EXCEPT:

• A) Cross functional system
• B)
• C)
• D)

Guidelines for quality management in projects are discussed in which one of the following ISO standards?

• A) ISO-9000
• B) ISO-9003 (2004)
• C) ISO-22000
• D) ISO-10006 (2003)

Measurement of capacity, inductance and resistance are used to define which of the following?

• A) Quality of a relay
• B)
• C)
• D)

Which of the following statements is TRUE for adapters of change?

• A) They fear a loss of control
• B) They are patient with the concerns of resisters
• C) They sometimes fear the unknown
• D) They are often unaware of how a proposed change will be perceived by potential resisters

In traditional management, motivation is often analogous to which of the following models?

• A) Theory X
• B)
• C)
• D)

All of the following options represent the leadership triad, EXCEPT:

• A) Strategic planning
• B) Customer focus
• C) Market focus
• D) Process management

What was the traditional view of quality for employees who follow orders given by supervisors and managers?

• A) Passive
• B)
• C)
• D)

Crosby notes that most companies’ spend_______ percent of their sales dollars on quality costs.

• A) 15 to 20
• B) 20 to 25
• C) 5 to 10
• D) 10 to 15

How can the quality be computed?

• A) Quality = Performance-Expectation
• B)
• C)
• D)

Which of the following levels of performance measurement framework describes about process management?

• A) Level 3
• B) Level 1
• C) Level 2
• D) Level 4

If needs of internal customers are not met then which of the following will be directly affected?

• A) External customers
• B)
• C)
• D)

All of the following are the examples of external failure costs EXCEPT:

• A) Quality planning
• B) Processing customer complaints
• C) Customer returns
• D) Warranty claims