Which of the following is NOT a Juran’s step to quality improvement?

• A) Provide a healthy ambiance
• B) Implement projects aimed at solving problems
• C) Set goals for improvement
• D) Organize to meet the goals that have been set

Which one of the following is the way of fear in work manifests?

• A) Fear of supervisor
• B) Fear of reprisal
• C) Fear of training
• D) Fear of known

Which one of the following quality leaders said that process is important but the person behind the process is more important?

• A) Joseph M. Juran
• B) Ishikawa
• C) W. Edwards Deming
• D) Joseph M. Juran

Which of the following statements, in relation to theory of knowledge, is TRUE for people failing to understand the components of Profound Knowledge?

• A) They do not know the difference between prediction, forecasting, and guesswork
• B) They create cynicism, demoralization, de-motivation, guilt, resentment, burnout, craziness, and turnover
• C) They see events as individuals’ incidents rather than the net result of many interactions and interdependent forces
• D) They do not understand the difference between improvement and change

Field service quality comprises all of the following, EXCEPT:

• A) Technology
• B) Promptness
• C) Competence
• D) Integrity

In psychology perspective, Deming said that fear is ______

• A) Demotivating Factor
• B) Intrinsic Reward
• C) Motivating Factor
• D) Extrinsic Reward

Quality Planning involves which one of the following processes?

• A) Identify specific area in need of improvement
• B) Assess actual quality performance
• C) Compare performance with goals
• D) Identify customers’ needs

Continual improvement is also termed as ______________ improvement.

• A) Linear
• B) Incremental
• C) Discontinuous
• D) Continuous

If the change was successful, implement it on a wider scale and continuously assess your results. Which stage represents this statement in the Shewhart Cycle?

• A) Plan stage
• B) Do stage
• C) Check stage
• D) Act stage

Fear in work manifests in all of the following ways, EXCEPT:

• A) Fear of failure
• B) Fear of change
• C) Fear of known
• D) Fear of reprisal

Four-step quality model (plan-do-check-act) is also known as:

• A) Deming cycle
• B) PDCA cycle
• C) Shewhart cycle
• D) All of the given options

When Juran taught quality principles to the Japanese?

• A) 1980s
• B) 1960s
• C) 1950s
• D) 1970s

Who made some salient observations about the failure to understand the components of Profound Knowledge?

• A) Juran
• B) Scholtes
• C) Crosby
• D) Deming

All of the following are the types of quality cost, EXCEPT:

• A) Failure cost
• B) Prevention cost
• C) Improvement cost
• D) Appraisal cost

Motivation can be better achieved through trust and leadership than ____________.

• A) Training
• B) Slogans
• C) Exhortation
• D) Quality

Customer complaints and product recalls are the examples of which of the following costs?

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

How many steps are involved in Juran’s trilogy?

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

Which of the following can help to eliminate fear and encourage teamwork?

• A) Workmanship
• B) Risk-taking
• C) Leadership
• D) Management

The emperor who awarded Juran, with ‘Order of the Sacred Treasure medal’ belonged to which country?

• A) Europe
• B) Canada
• C) America
• D) Japan

Which stage in the Shewhart Cycle implements the change on a small scale?

• A) Plan stage
• B) Do stage
• C) Act stage
• D) Check stage