If the products and services match up with the designer’s specifications, then which quality perspective of TQM is met?

• A) Quality of service after delivery
• B) Quality of conformance
• C) Quality of use
• D) Quality of design

Often the managers and employees have _________ centered appraoch towards their business

• A) Management
• B) Product / service
• C) Customer
• D) Process

Which one of the following layout type is associated with a restaurant?

• A) Hybrid layout
• B) Process layout
• C) Fixed position layout
• D) Product layout

A machine that fills cereal boxes will not put exactly the same amount of cereal in each box by a small fraction. This is because of which of the following variation?

• A) Assignable cause
• B) None of the above
• C) Special cause
• D) Common cause

Which one of the following is a key benefit of process plant strategy?

• A) Diseconomies of scale
• B) Economies of scale
• C) Product variety
• D) Task specialization

The chances of the batch containing acceptable level of quality will be rejected is known as?

• A) Rejection risk
• B) Consumer risk
• C) Acceptance risk
• D) Producer’s risk

According to Total Quality Management approach, ____________ is responsible for process design.

• A) Research and Development department
• B) Design department
• C) Logistic department
• D) Operations department

Mismatch between manager’s expectations of service quality and service quality specifications comes in gap ________

• A) 3
• B) 4
• C) 1
• D) 2

Which one of the following statements is NOT correct about cycle time?

• A) It represents daily operating time divided by desired production
• B) It determines the time often items take to roll off in assembly line
• C) It is the maximum allowable time at each work station
• D) It is the time required to complete a product from start to finish

Improper quality inspection process is doomed of failure because of:

• A) Quality costs
• B) Prevention costs
• C) Appraisal costs
• D) Internal and external failure costs

Which of the following is NOT an emerging trend in the workplace?

• A) Increasing use of temporary labor
• B) Increasing number of part time jobs
• C) Decreasing work schedule flexibility
• D) Increasing workplace diversity

Management of ABC service providing organization wants to improve the gap between manager’s expectations of service quality and its specifications. For removing this difference; what the managers are supposed to do first?

• A) Customer’s perception of service should be determined
• B) Customer’s needs and wants should be determined
• C) Marketability of service should be determined
• D) Quality of service should be determined

__________ is a set of standards governing documentation of a quality program

• A) ISO 9000
• B) ISO 9004
• C) ISO 14000
• D) ISO 9002

ABC organization, actively engaged in continuous improvements, trains its work teams to use the PDCA for problem solving. The documentation of process by analyzing data, setting of qualitative goals comes in which of the following stage of PDCA?

• A) Act
• B) Check
• C) Plan
• D) Do

In SERVQUAL model, all of the following makes sure that no gap exists between the service provided and service demanded Except:

• A) Well trained workforce
• B) Service quality
• C) Communication with customers
• D) System design

Which one of the following refers to a team having representatives from different functional areas of the organization?

• A) Self-directed team
• B) Self motivated team
• C) Cross-functional team
• D) Traditional work group

Seagate, a disk driver manufacturer advertises that its high performance disk drivers have a mean time failure of 1.2 million hours. If the disk lived upto that claim, it would come under which TQM customer driven dimension of quality?

• A) Value
• B) Conformance to specification
• C) Quality in design
• D) Fitness for use

Which one of the following location strategies follows a decentralized approach?

• A) Cost conservation strategy
• B) Process plant strategy
• C) Product plant strategy
• D) Market area plant strategy

_____ is most limited in scope and address production processes only

• A) ISO 9003
• B) ISO 14000
• C) ISO 9004
• D) ISO 9001

The advantages of specialization to management include all of the following EXCEPT:

• A) Ease in recruiting new workers
• B) Less boredom for workers
• C) Fewer turnovers
• D) Rapid training of the workforce