MQP- Quality Management- BBA303 Credits- 4 Total Marks- 140

Section A- 1 Mark Questions

1. Who among the following used the term Total Quality for the first time and referred to wider issues like planning, organising, and management responsibility? a. Feigenbaum b. Phillip Crosby c. Ishikawa d. Juran 2. a. b. c. d. 3. a. b. c. d. Quality is fitness for use. Which of the following ways of quality definitions is this definition categorised? Product-based Value-based Manufacturing-based Customer-based In which among the following phases of PDCA cycle, analysis can be performed by charting data? Check Plan Do Act

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Which among the following points emphasises quality over numbers? The new philosophy Institute leadership Break down barriers Permit pride in workmanship Who introduced the term Strategic Quality Management (SQM)? a. Garvin b. Glueck c. Shewhart d. Deming

6. Which of the following are the leadership issues that the management must pursue in developing strategies for managing quality ? a. Conduct frequent management reviews

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b. Duties of specific departments to ensure quality. c. Outlines what the organisation wants to be in the future. d. Ceasing dependence on mass inspection Which of the following is true for 'B' category customers? a. May not buy large value of products b. Serve with utmost cooperation and attention c. Buy a large value of products d. Focus only on those who give profits Which of the following refers to a public commitment to ensure a level of service that is sufficient to satisfy the customer? a. Service b. Reputation c. Warranty d. Price Cost of quality is the ______ incurred by the producer, user, and community to achieve a particular level of quality. a. Evaluation b. Waste c. Low cost d. Expenditure _________ includes the price of the rejected material, as well as the value of labour. a. Scrap b. Rework c. Repair d. Goodwill ______costs are an outcome of the manufacturing and usage of products, which fail on quality requirements a. Appraisal b. Hidden c. Failure d. Prevention A typical process model consists of input, output, process, and ______. a. Production process b. Feedback loop c. Productivity d. Quality circles ______ensures that any uneconomical possessions associated with the process in an organisation are eliminated. a. Process concept b. Business Process Reengineering c. Mistake proofing method d. Continuous Improvement process _________ concentrates on the most important strategic issues and provides the momentum to keep up the progress and morale. a. Management-oriented Kaizen

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b. Group-oriented Kaizen c. Individual-oriented Kaizen d. Documentation of Standard Operating Procedures Higher productivity is an indicator of higher _______________. a. Quality b. Quantity c. Efficiency d. Work load Stores and retails shops in expensive localities measure productivity on the basis of __________________. a. Land productivity b. Space productivity c. Labour productivity d. Overhead productivity A poor working environment increases strain on ________________. a. Management b. Government c. Workers d. Customers Higher productivity is an indicator of higher _______________. a. Quality b. Quantity c. Efficiency d. Work load Stores and retails shops in expensive localities measure productivity on the basis of __________________. a. Land productivity b. Space productivity c. Labour productivity d. Overhead productivity A poor working environment increases strain on ________________. a. Management b. Government c. Workers d. Customers ________________ refers to procurement of parts and components from suppliers. a. Outsourcing b. Partnering c. Sourcing d. Pairing Which among the following relationship has long term focus? a. Complementary b. Barometric c. Adversarial d. Strained

23. Quality is fitness for use. Which of the following ways of quality definitions is this definition categorised? a. Product-based b. Value-based c. Manufacturing-based d. Customer-based 24. In which phase of the PDCA cycle can analysis can performed by charting data? a. Check b. Plan c. Do d. Act 25. Which among the following points emphasises quality over numbers? a. The new philosophy b. Institute leadership c. Break down barriers d. Permit pride in workmanship 26. Who introduced the term Strategic Quality Management (SQM)? a. Garvin b. Glueck c. Shewhart d. Deming 27. Which of the following are the leadership issues that the management must pursue in developing strategies for managing quality ? a. Conduct frequent management reviews b. Duties of specific departments to ensure quality. c. Outlines what the organisation wants to be in the future. d. Ceasing dependence on mass inspection 28. Which of the following is true for 'B' category customers? a. May not buy large value of products b. Serve with utmost cooperation and attention c. Buy a large value of products d. Focus only on those who give profits 29. Which of the following refers to a public commitment to ensure a level of service that is sufficient to satisfy the customer? a. Service b. Reputation c. Price d. Warranty 30. Cost of quality is the ______ incurred by the producer, user, and community to achieve a particular level of quality. a. Evaluation b. Waste c. Low cost d. Expenditure

31. _________ includes the price of the rejected material, as well as the value of labour. a. Scrap b. Rework c. Repair d. Goodwill 32. ______costs are an outcome of the manufacturing and usage of products, which fail on quality requirements a. Appraisal b. Hidden c. Failure d. Prevention 33. A typical process model consists of input, output, process, and ______. a. Production process b. Feedback loop c. Productivity d. Quality circles 34. ______ensures that any uneconomical possessions associated with the process in an organisation are eliminated. a. Process concept b. Business Process Reengineering c. Mistake proofing method d. Continuous Improvement process 35. _________ concentrates on the most important strategic issues and provides the momentum to keep up the progress and morale. a. Management-oriented Kaizen b. Group-oriented Kaizen c. Individual-oriented Kaizen d. Documentation of standard operating procedures 36. Higher productivity is an indicator of higher ________. a. Quality b. Quantity c. Efficiency d. Work load 37. Stores and retails shops in expensive localities measure productivity on the basis of __________________. a. Land productivity b. Space productivity c. Labour productivity d. Overhead productivity 38. A poor working environment increases strain on ________________. a. Management b. Government c. Workers

d. Customers 39. ________________ refers to procurement of parts and components from suppliers. a. Outsourcing b. Partnering c. Sourcing d. Pairing 40. Which relationship has long-term focus? a. Complementary b. Barometric c. Adversarial d. Strained Section B- 2 Marks Questions 41. Consider the below mentioned statements: 1. Quality management involves activities needed to maintain a desired level of excellence. 2. Customer service refers to the ease and convenience in resolving customer complaints. State True or False: a. 1-True, 2-False b. 1-False, 2-True c. 1-False, 2-False d. 1-True, 2-True 42. Consider the below mentioned statements: 1. Crosby emphasised that quality systems should focus on prevention. 2. Shingo classifies costs into the price of non-conformance and price of conformance. State True or False: a. b. c. d. 43. 1. 2. 1-True, 2-False 1-False, 2-True 1-False, 2-False 1-True, 2-True Consider the below mentioned statements: Quality management involves activities needed to maintain a desired level of excellence. Customer service refers to the ease and convenience in resolving customer complaints.

State True or False: a. 1-True, 2-False b. 1-False, 2-True c. 1-False, 2-False d. 1-True, 2-True 44. Consider the below mentioned statements:

1. Crosby emphasised that quality systems should focus on prevention. 2. Shingo classifies costs into the price of non-conformance and price of conformance. State True or False: a. 1-True, 2-False b. 1-False, 2-True c. 1-False, 2-False d. 1-True, 2-True 45. Consider the below mentioned statements: 1. A strategic plan, is a document that provides information regarding the different elements of strategic management. 2. Backward linkage deals with the impact of formulation on implementation. State True or False: a. b. c. d. 1-True, 2-False 1-False, 2-True 1-False, 2-False 1-True, 2-True

46. Consider the below mentioned statements: 1. Customers are generally willing to pay higher prices (but within their budget) for the right product. 2. Basic requirements refer to exceeding customer expectations. State True or False: a. b. c. d. 1-True, 2-False 1-False, 2-True 1-False, 2-False 1-True, 2-True

47. Consider the below mentioned statements: 1. Hidden costs are associated with routine quality control and information systems designed to provide managerial control through measurement, evaluation, and audits. 2. Prevention cost includes the cost of all activities designed for the purpose of preventing occurrence or re-occurrence of failures in products and services. State True or False: a. b. c. d. 1-True, 2-True 1-False, 2-True 1-False, 2-False 1-True, 2-False

48. The traditional quality control approach was proposed by _____ in _____. a. Taguchi, 1971

b. Deming, 1965 c. Juran, 1962 d. Kaizen, 1968 49. Consider the below mentioned statements: 1. Business process reengineering is an activity by which an enterprise re-examines its goals and achieves them, followed by a disciplined approach of business process redesign. 2. Continuous improvement is the transformation of a set of inputs such as goods, materials, equipment, and methods into desired outputs in the form of products, information, or services. State True or False: a. b. c. d. 1-True, 2-True 1-False, 2-True 1-False, 2-False 1-True, 2-False

50. PDSA is the abbreviation for Plan, _______ , Study, and ________. a. Design, Achieve b. Define, Act c. Do, Act d. Do, Accomplish 51. Consider the below mentioned statements: 1. Productivity can be enhanced by increasing production while keeping the amount of resources used constant. 2. Government facilitates increase in productivity by providing better and more physical means of production. State True or False: a. b. c. d. 1-True, 2-False 1-False, 2-True 1-False, 2-False 1-True, 2-True

52. Productivity of a ______ system is comparable to the efficiency of a _______. a. Management, machine b. Management, worker c. Production, worker d. Production, machine 53. 1. 2. 3. Which of the following are the prime key approaches? Significant investment in the relationship Constant market monitoring Investment in relationship with focus on short to mid-term development.

4. High investment in time, cost and resources are required to develop the relationship. a. b. c. d. Option 2 & 4 Option 3 & 4 Option 1 & 4 Option 1 & 2

54. Consider the below mentioned statements: 1. As the value of one variable increases (cause or independent variable), the value of the other variable increases (effect or dependent variable) as well. 2. If there are empty branches, consider splitting the branches. State True or False: a. b. c. d. 1-False, 2-False 1-True, 2-False 1-True, 2-True 1-False, 2-True

55. Consider the below mentioned statements: 1. p chart enables the computation of proportion of defects. 2. np charts are used when the sample sizes are not equal in size. State True or False: a. b. c. d. 1-False, 2-False 1-True, 2-False 1-True, 2-True 1-False, 2-True

56. Which of the following audits are not conducted by an organisation? a. Internal audits b. Second and third party audits c. System audits d. Process audits 57. Consider the below mentioned statements: 1. The first type of audit performed in an audit process for certification purpose is the Compliance audit. 2. The audits aimed at assessing to the extent at which the documented system is implemented and confirmed to by the organisation is Adequacy audit. State True or False: a. 1-True, 2- False b. 1-False, 2-True c. 1-False, 2-False

d. 1-True, 2-True 58. Performance benchmarking involves a case study of ______________ and _________ in the same industry. a. Competitors products, involvement b. Competitors products, strategy c. Competitors products, processes d. Your company's product, strategy 59. Consider the below mentioned statements. In the benchmarking process, when a company analyses its activities and performance, attention should be given to: 1. Carefully identify and understand situations that result due to unusual happenings. 2. Involve those people whose work has not been taken for study. State True or False: a. b. c. d. 1-True, 2- False 1-False, 2-True 1-False, 2-False 1-True, 2-True

60. Organisations which demonstrate interest in personal well-being of their employees get more ________________ and ________________ from the employees. a. Contributions, high involvement b. Contributions, effort c. Solution, effort d. Solution, high involvement Section C- 4 Marks Question 61. Which of the following options are true for quality management? 3. Failure testing will be able to modify the product and improve it before final customer delivery. 4. For statistical process control, a sample of the product is often examined. 5. Quality control assures that you are doing the right thing, the right way. 6. Analytical quality control often works to safeguard the ways in which quality is measured and how control techniques are utilised. a. Options 1, 2 & 3 b. Options 2, 3 & 4 c. Options 1, 2 & 4 d. Options 1, 2, 3 & 4 62. Which among the following options hold true? 1. Taguchi was one of the first quality gurus to focus on variations within the specified boundaries. 2. System design is primarily concerned with product prototype design of new products.

3. Tolerance design is focussed on exploring the design parameters to minimise the effect of noise. 4. The loss function refers to variations in production. a. Options 1, 2 & 3 b. Options 2, 3 & 4 c. Options 1, 2 & 4 d. Options 1, 2, 3 & 4 63. Which among the following options are true? 1. Taguchi was one of the first quality gurus to focus on variations within the specified boundaries. 2. System design is primarily concerned with product prototype design of new products. 3. Tolerance design is focused on exploring the design parameters to minimise the effect of noise. 4. The loss function refers to variations in production. a. Options 1, 2 & 3. b. Options 2, 3 & 4. c. Options 1, 2 & 4. d. Options 1, 2, 3 & 4.

64. Which of the following options are true? 1. Analysis and thinking emphasises on analysing the formulated plans. 2. Strategic innovation and strategic planning have to be a cornerstone strategy for an organisation to survive the unstable business climate. 3. In forward linkage, focus is on the actions that were decided being carried out and continuously checking whether the actions being implemented are in tune with the plans formulated. 4. An organisation needs to chart exactly where it stands, and then determine where it wants to go and how it will get there. a. Options 1, 2 & 3. b. Options 2, 3 & 4. c. Options 1, 2 & 4. d. Options 1, 2, 3 & 4. 65. Which of the following options are true for employee counselling? 1. Perception of quality from the customers point of view is defined as what they feel about the quality. 2. Reputation is linked to corporate brands which have emerged as powerful tools to assure customers. 3. The organisation grows much faster by increasing the prices by 8-10 percent. 4. If both the product and its service are poor, the customer will immediately desert it.

a. Options 1, 2 & 3. b. Options 2, 3 & 4.

c. Options 1, 2 & 4. d. Options 1, 2, 3 & 4.

66. Match the following sets: Part A 1. 2. 3. 4. Zone of improvement Zone of indifference Zone of high appraisal cost Hidden costs

Part B A. B. C. D. Middle of the total cost curve Extreme left of the total quality cost curve Cost of unreported scrap Extreme right of the total quality cost curve

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1B, 2A, 3D, 4C 1A, 2C, 3D, 4B 1B, 2D, 3A, 4C 1C, 2A, 3B, 4D

67. Match the following sets: Part A 1. 2. 3. 4. Reason for undertaking BPR Repair Reinvention BPR framework

Part B A. B. C. D. Anything broken is fixed so that it functions as designed. Begins by imagining that the previous condition does not exist. Local and global dominance Prioritise and commit to future processes

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1B, 2A, 3D, 4C 1A, 2C, 3D, 4B 1B, 2D, 3A, 4C 1C, 2A, 3B, 4D

68. Match the following Part A 1. Prime key characteristic 2. Approved characteristics 3. Tactical characteristics 4. Tactical approach Part B A. B. C. D. Great deal of negotiation Preferred set of suppliers Contract based - for a specified period of time Frequent negotiations

69. 1. 2. 3. 4.

a. 1B, 2C, 3D, 4A b. 1C, 2A, 3D, 4B c. 1B, 2A, 3C, 4D d. 1A, 2C, 3C, 4D Consider the below mentioned statements: Process capability index is a single number used to measure or indicate the process capability of a given process. Target value refers to the desired process average. DMAIC is a more proactive approach that takes into consideration Six Sigma process management techniques. Organisations generally set a target of three to four standard deviations.

State True or False: a. b. c. d. Statements 1, 2 and 4 are true. Only statement 2 is false. Statements 2 and 4 are false. Statements 1, 2, 3 and 4 are false.

70. Which of the following are the advantages of benchmarking? 1. Benchmarking builds up team work. 2. Benchmarking decreases sensitivity to changes in the external environment. 3. Benchmarking helps in prioritising the areas that need improvement.

4. Benchmarking creates a culture that values continuous improvement to achieve excellence. a. Statements 1, 2 & 3 b. Statements 1, 3 & 4 c. Statements 1, 2 & 4 d. Statements 2, 3 & 4

71. Match the following sets: Part A 1. 2. 3. 4. Rajiv Gandhi National Quality Award IMC Ramakrishna Bajaj National Quality Award Deming Prize was opened to allow foreign companies to apply Renaming of Malcolm Baldrige National Quality award

Part B A. B. C. D. 1991 2010 1996 1984 a. 1B, 2A, 3D, 4C b. 1A, 2C, 3D, 4B c. 1B, 2D, 3A, 4C d. 1C, 2A, 3B, 4D Consider the following sentences: Kaizen is widely applicable, that is, it can be used in both manufacturing as well as nonmanufacturing environments. Kaizen allows improvements on many minute changes to a certain extent, than the radical changes that arise from the research and development team. Refinement strategy involves activities that continually improve a process that is not broken Reinvention results in major or breakthrough improvements.

72. 1. 2. 3. 4.

State True or False: a. Statements 2, and 4 are true b. Only statement 2 is true c. Statements 1, 2, and 3 are true d. Statements 1, 3 and 4 are true 73. Assume that for an organisation XYZ Ltd, sourcing is an important activity and selecting the right sourcing strategy is crucial. The organisation has to establish a contract with the supplier and it needs to establish dual sourcing. Which among the following factorsdoes the organisation follow to take sourcing decision? 1. Criteria for identifying a suppliers base 2. Criteria for long-term partnership capability

3. Criteria to use for choosing an appropriate set of suppliers who will receive an order from the firm 4. The quantity of goods to order from each supplier selected a. Statement 1, 2 and 3 b. Statement 2, 3 and 4 c. Statement 1, 3 and 4 d. Statement 4 only 74. Match the following sets: Part A 1. 2. 3. 4. Unbiased Transparent Problem solution Independent

Part B A. Any limitations in the audit process must be highlighted and reported honestly. B. Audits are performed to spot deviations and to overcome the difficulties from the specified requirements. C. C. Audits carried out must be free from constraints imposed by organisation. D. Findings from the audit must be reported in the audit report, with impartiality and unbiasness a. 1D, 2A, 3B, 4C b. 1A, 2D, 3B, 4C c. 1B, 2A, 3D, 4C d. 1B, 2C, 3A, 4D 75. Rearrange the following needs in the increasing order: 1. Self esteem 2. Self-actualisation 3. Safety and Stability 4. Social desire a. 2,1,4,3 b. 3,4,1,2 c. 4,3,2,1 d. 1,4,3,2 Answers Section A 1a, 2d, 3a, 4d, 5a, 6d, 7a, 8c, 9d, 10a, 11c, 12b, 13d, 14a, 15a, 16b, 17c, 18a, 19b, 20c, 21c, 22a, 23d, 24a, 25d, 26a, 27d, 28a, 29d, 30d, 31a, 32c, 33b, 34d, 35a, 36a, 37b, 38c, 39c, 40a Section B

41a, 42a, 43a, 44a, 45a, 46a, 47b, 48c, 49d, 50c, 51a, 52d, 53c, 54b, 55b, 56b, 57c, 58c, 59a, 60a Section C 61c, 62c, 63c, 64c, 65c, 66a, 67d, 68a, 69a, 70b, 71b, 72c, 73c, 74b, 75b