All of the following are the reasons of TQM failure in an organization, EXCEPT:

• A) It demands changes in management compensation
• B) It focuses people’s attention on internal processes rather than on external results
• C) It focuses on minimum standards
• D) It does not demand radical organizational reform

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

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

Which of the following should be used as input to management review in order to ensure that continual improvement is the driver for organizational development?

• A) Performance information
• B) Ethical performance
• C) Performance development
• D) Performance management

All of the following are the disadvantages of functional structure, EXCEPT:

• A) It inhibits process improvement
• B) It separates employees from customers
• C) It creates lack of understanding across departments
• D) It provides organizations with a clear chain of command

The primary purpose of quality documentation is to express which of the following options?

• A) Quality record
• B) Quality control
• C) None of the given options
• D) Quality policy

All of the following are included in responsibilities of management representative, EXCEPT:

• A) Ensure the promotion of awareness of customer requirements
• B) Establish quality function at different levels
• C) Ensure QMS established, implemented and maintained
• D) Report to top management for improvement

Strategies for establishing a quality culture include which of the following?

• A) Watching shocking videos
• B) Developing a plan for making the changes
• C) Rebuilding teams
• D) Realization of the work effort

In TQM, what does the acronym MBNQA stand for?

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

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

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

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

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

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

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

Which of the following is not included in internal failure?

• A) Cost of rework
• B) Product Recalls
• C) Downtime
• D) Retesting Cost

Which of the following is the alternate name of the Australian quality award?

• A) Deming quality award
• B) None of the given options
• C) National quality award
• D) Business excellent award

Which of the following options ensures communication between various levels and functions regarding the processes of QMS?

• A) Customer communication
• B) External communication
• C) Internal communication
• D) Competitor communication

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

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

Observations and inspections come in which type of control mechanism?

• A) Before the game
• B) During the game
• C) After the game
• D) None of the given

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

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

How many steps are involved in ISO registration?

• A) Two
• B) Ten
• C) Six
• D) Four

When is the re-certification required?

• A) Every six years
• B) Every five years
• C) Every four years
• D) Every three years

Which of the following is the key benefit of customer focus principle?

• A) Setting challenging goals
• B) Increased revenue
• C) Clear vision
• D) Motivated employees