All of the following are the agreed generic product categories as per ISO-9000, EXCEPT:

• A) Processed materials
• B) Software
• C) Employees
• D) Services

All of the following options are included in design and development review, EXCEPT:

• A) Evaluate the ability to fulfill requirements
• B) Involve all functions concerned
• C) Process equipment both hardware and software
• D) Identify problems and propose follow-up

Marketing department must establish systems for __________ of customer information and reaction.

• A) Motivation
• B) Feed forward
• C) Feedback
• D) Promotion

All of the following tasks are included in “management commitment”, EXCEPT:

• A) Establishing quality function at different levels
• B) Establishing quality policy
• C) Conducting management reviews
• D) Ensuring the availability of resources

Which one of the following levels of ISO 9001,9004 (2000) describes about “continual improvement”?

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

What is required after taking corrective action in the process of acquiring the certificate of ISO 9000?

• A) Selecting the appropriate standards
• B) Final assessment by registrar
• C) Submitting quality manual for approval
• D) Selecting a third party registrar

All of the following are included in purchasing information of ISO 9001:2000, EXCEPT:

• A) Requirements for approval of product, procedures
• B) Provide resources specific to the product
• C) Quality management system requirements
• D) Requirements for qualification of personnel

Process audit and test of purchased material belong to which of the following types of quality costs?

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

According to Ishikawa, which of the following options is the broader interpretation of quality?

• A) Quality of service
• B) Quality of process
• C) All of the given options
• D) Quality of information

How the Baldrige Award recognizes the importance of total quality principles?

• A) Through independence with overall business planning
• B) Through dependence with overall business planning
• C) Through a no relation with overall business planning
• D) Through integration with overall business planning

In TQM, what does the acronym MBNQA stand for?

• A) Medicare Benefits National Quality Award
• B) Marybeth Bandit National Quality Award
• C) Malcolm Baldrige National Quality Award
• D) Maslow Bloom National Quantity Award

Which of the following is NOT an input for competence related needs?

• A) Evaluation of the competence of individual people to perform defined activities
• B) Legislation, regulation, standards, and directives affecting the organization
• C) Targeting the reasons why people are leaving the organization
• D) Future demands related to strategic and operational plans and objectives

Awards according to different requirements are discussed in which one of the following ISO family of standards?

• A) ISO-9000
• B) ISO-10006
• C) ISO-22000
• D) ISO-8003 (2004)

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 evaluate ultimate aerobic biodegradability of organic compounds in aqueous medium by determination of oxygen demand in a closed respirometer
• D) To determine metals and metalloids in airborne particulate matter by inductively coupled plasma atomic emission spectrometry

Most companies are attaining ISO 9000 registration due to which of the following reasons?

• A) Capturing market advantage
• B) Requirement of EU regulations
• C) All of the given options
• D) Customers are demanding

Which of the following is the statement describing what the organization wants to achieve?

• A) Mission
• B) Corporate objectives
• C) Vision
• D) Corporate philosophy

Re-certification for ISO 9001:2000 is required after every _________ years.

• A) Five
• B) Four
• C) Two
• D) Three

The deployment of policies and implementation of plans to achieve the objectives are the responsibilities of which of the following options?

• A) Suppliers
• B) Customers
• C) Management
• D) Employees

Which of the following is an answer to the Fourth Absolute of Quality Management as summarized by Crosby; what measurement system is required?

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

Which of the following is NOT an example of information sources for understanding the processes related to interested parties?

• A) Competitor analysis
• B) Contract requirements
• C) Development stages
• D) Market research