According to John Kotter, which one of the following achieves plans through controlling and problem solving?

• A) Teamwork
• B) Performance
• C) Leadership
• D) Management

Which of the following options is the result of factors that are not part of the process?

• A) Common cause variation
• B) None of the given options
• C) Special cause variation
• D) Natural cause variation

The sources of variation that fall outside the control limits are likely to be _________sources.

• A) Special causes
• B) Inherent causes
• C) Natural causes
• D) Common causes

Who has compared the difference between managing to achieve quality across the board, in all functions of the organization, and for all the products and services?

• A) Oakland
• B) Dale
• C) Juran
• D) Lehr

Which of the following tools is used for data collection that facilitates the interpretation of data?

• A) Histogram
• B) Pareto diagram
• C) Flow chart
• D) Check sheet

Under which perspective of the balance scorecard, would you classify number of complaints measurement?

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

Which of the following reflects conditions that exhibit natural variation?

• A) Vertical straight line
• B) Horizontal straight line
• C) Parallel lines
• D) Bell shaped curve

What is the purpose of the Control Chart?

• A) To indicate variations, trends, and the amount of change from one time period to another
• B) To provide a scientific approach to gathering information to improve the validity of decisions and interventions
• C) To show where to apply resources by revealing the significant few from the trivial many
• D) To monitor effects of the variables on the difference between target and actual performance

Which of the following is a system approach to managing change in a critical business processes?

• A) Policy Deployment
• B) Quality Management
• C) Quality Control
• D) Quality Assurance

Organization should identify root causes of problem in which step of problem solving?

• A) Standardisation
• B) Future Plans
• C) Current Situation
• D) Cause Analysis

All of the following are the initial considerations in the Hoshin Kanri approach to business system change EXCEPT:

• A) Measuring the business system as a whole
• B) Ceasing resources for performing activities to achieve business objectives
• C) Setting core objectives of the business
• D) Understanding the environmental situation in which the business operates

Which of the following separates special causes of variation from common causes of variation?

• A) Statistical process control
• B) Statistical dispersion
• C) Statistical sampling
• D) Statistical quality control

Under which perspective of the balance scorecard, would you classify the customer retention measurement?

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

Under which perspective of the balance scorecard, would you classify the operating cost management measurement?

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

Which of the following statements is TRUE for vision statement?

• A) It communicates the company’s purpose both for those in the organization and for the public
• B) It is a written declaration of firm's core purpose and focus, which normally remain unchanged
• C) It is the plan integrating an organization's major goals, policies, and action sequences into a cohesive whole
• D) It is an aspirational description of what an organization would like to achieve in the mid-term or long-term future

According to policy deployment matrix, which of the following should be included in “what or CSF” section?

• A) What organization wants to achieve
• B) Goal of the organization
• C) What equipment organization wants to install
• D) Production/process detail

Which of the following statements is TRUE for little q?

• A) Striving for quality in a limited or specific area
• B) Giving combination of values for the free variables
• C) Searching for specific lines of text containing a particular pattern
• D) Matching rules encoded in a string according to certain syntax rules

Which of the following is the most common obstacle of Statistical Process Control?

• A) Failure to have processes under control
• B) Lack of resources
• C) Inadequate training of employees
• D) Low production rates

With which of the following, the top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement?

• A) Policy planning
• B) Policy exchange
• C) Policy deployment
• D) Policy development

Which of the following tools allows large numbers of ideas to be sorted into groups for review and analysis?

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