Which of the following is the requirement of organization excellence?

• A) Customer Focus
• B) Strategic Focus
• C) Stakeholder Focus
• D) System Focus

Which of the following is NOT included in the performance indicators based on objective data?

• A) Customer notifications related to quality or delivery issues
• B) Delivery schedule performance
• C) Customer calmness excluding field returns
• D) Delivered part quality performance

Which of the following is the objective of ISO-9000 family of Quality management system?

• A) Customer satisfaction
• B) Competitor satisfaction
• C) Employee satisfaction
• D) Owner satisfaction

What the organization must accomplish to achieve the mission, by examination and categorization of the impacts?

• A) Key process indicators
• B) Illegal and policy factors
• C) The enemy indicator
• D) Critical success factors

Who noted that deficiencies in the original planning cause a process to run at a high level of chronic waste?

• A) Schein
• B) Oakland
• C) Newall
• D) Juran

Keeping in view the Deming PDCA cycle and ISO clauses, Planning quadrant relates with which of the following clause?

• A) Clause 8 Measurement, analysis and improvement
• B) Clause 7 Product Realization
• C) Clause 6 Resource Management
• D) None of the given options

Which of the following is the level of Australian business excellence award?

• A) The award silver level
• B) The business improvement level
• C) Process optimization
• D) Planning for improvement

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

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

Which of the following takes into consideration the status and importance of the processes and areas to be audited?

• A) Audit management
• B) Audit processing
• C) Audit planning
• D) Audit commission

Identify the example of external failure costs.

• A) Material review
• B) Customer returns
• C) Re-inspection
• D) Quality planning

In planning product realization, the organization shall determine all of the following EXCEPT:

• A) Encouraging suppliers to implement continual improvement programs and to participate in joint improvement initiatives
• B) Required verification, validation, monitoring, inspection and test activities specific to the product and the criteria for product acceptance
• C) Records needed to provide evidence that the realization processes and resulting product meet requirements
• D) The need to establish processes, documents, and provide resources specific to the product

All of the following are included in ISO 9004 quality principle EXCEPT:

• A) Leadership
• B) Process Approach
• C) Involvement of People
• D) Cost Reduction

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

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

According to Ishikawa, which of the following options is not the broader interpretation of quality?

• A) Quality of product
• B) Quality of information
• C) Quality of process
• D) Quality of service

Food safety management system is discussed in which one of the following ISO standards?

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

Which of the following options is the theme of zero defect production?

• A) Compare performance with goals
• B) Assess actual quality performance
• C) Exceed the customer expectation
• D) Doing it right the first time

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

Which of the following reasons is/are needed for control of records?

• A) Retrieval
• B) Disposition
• C) All of the given options
• D) Storage

Which one of the following levels of performance measurement framework describes about strategy and goal development?

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

Which of the following options is included in leadership triad of the criteria for performance excellence?

• A) Human resource focus
• B) None of the given options
• C) Process management
• D) Customer and market focus