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Section - A
S. No. Questions Marks 10
1. Explain service quality.
2. Mention the various measurements of dispersion.
3. Explain the contribution of Juran to the quality movement.
4. Discuss about the implementation steps of TQM and mention the importance of the
management commitment.
5. Explain about the new seven tools of quality and its applications in detail.
6. Discuss about the need, types, construction and applications of control charts.
7. Discuss about the objectives, process, outcome and benefits of Quality Function
Deployment (QFD).
8. Discuss about the documentation process in ISO 9000:2000 system.

Section B

A spindle with specifications 20 0.05 mm was machined in a lathe. The standard

deviation of the spindle machined was found to be 0.25 mm.

Please give your answer in at least 25 words and press save and continue button.
1. Compute the capability index.
2. State whether the machining process in the lathe is capable of meeting the specifications.
3. If the specifications are 10 2 mm for a particular quality characteristic and the average
repair coot is Rs. 200/-, determine the loss function. Determine the loss at y=11.


Question No. 1 Marks - 10

Malcolm Baldrige national quality award is for (MBNQA)

Total Quality Management
International Standard Organization
Total Productive Maintenance
Total Quality Control

Question No. 2 Marks - 10

The process mapping is a ______ diagram.

Data flow
Work flow

Question No. 3 Marks - 10

Control chart is a

Process monitoring tool
Process control tool
Both (a) and (b)
None of the above

Question No. 4 Marks - 10

The objective of ISO-9000 family of Quality management is

Customer satisfaction
Employee satisfaction
Skill enhancement
Environmental issues

Question No. 5 Marks - 10

Total Quality Management (TQM) focuses on

Both (a) and (b)
None of the above

Question No. 6 Marks - 10

Which of the following is responsible for quality objective?

Top level management
Middle level management
Frontline management
All of the above

Question No. 7 Marks - 10

The following is (are) the machine down time.

No material
All of the above

Question No. 8 Marks - 10

TQM & ISO both focuses on

All of the above

Question No. 9 Marks - 10

According to Deming, Quality problems are

Due to management
Due to method
Due to machine
Due to material

Question No. 10 Marks - 10

While setting Quality objective, ________ to be considered.

Material quality
Customer need
Market demand
All of the above

Question No. 11 Marks - 10

_______ helps organization reduce employee turnover and absenteeism.

Job design
Training & development
Wage revision
All of the above

Question No. 12 Marks - 10

CMM stands for

Capability maturity model
Capability monitoring model
Capability measuring model
Capability matching model

Question No. 13 Marks - 10

While setting Quality objective, ________ to be considered.

Customer need
Organizational need
Supplier need
Worker need

Question No. 14 Marks - 10

Which of the following is for Environment management?


Question No. 15 Marks - 10

What perspective does Crosby adopt when defining quality?

Fitness for purpose is the key.

Quality must be defined subjectively.

Setting and meeting specifications is the critical issue.
All of these.

Question No. 16 Marks - 10

If "quality is free", why do authorities recognise that an improvement programme needs

There is an inevitable worsening of quality during periods of change.
Reductions in prevention and appraisal costs lag behind investment in prevention.
It is never free.
Zero defects is not possible.

Question No. 17 Marks - 10

Which of Lister's statements about poor service quality is incorrect?

Being upset at treatment is the main reason given for stopping business.
Satisfied customers tell fewer people of their experience than dissatisfied ones do.
Each complaint may hide many unresolved problems.
Among those who complain, few will do business again even though their complaints are
handled effectively.

Question No. 18 Marks - 10

Which two of the following were not given as a weakness of product standards?

Applied only to some aspects of a product or service
Not recognised internationally
Limited scope

Question No. 19 Marks - 10

What does the term kaizen mean when applied to quality?

The place where activity takes place
Maintain a steady flow
Continuous improvement
Mutual dependence

Question No. 20 Marks - 10

Which, according to our discussion, was not among the weaknesses of the 1987 and 1994
versions of ISO 9000?

Weak links between product and process standards.
Insufficient guidance on improvement.
Including broad dimensions of customer satisfaction within the quality definition.
Universality meant average.

Question No. 21 Marks - 10

Which of the following was not given as a key feature of Total Quality Management?

Continuous improvement
Establishing clear specifications
Teamwork, trust and empowerment
Identifying customers and their needs

Question No. 22 Marks - 10

What human factors did Dawson see as posing problems for the introduction of TQM?
Over-educated staff
TQM may make existing social tensions worse.
Hierarchical structures
Early enthusiasm may tail off quickly.

Question No. 23 Marks - 10

What do the initials of the PDCA cycle stand for?

Purpose, develop, carry out, assess
Plan, design, control, assess
Plan, do, check, act
Problem, diagnosis, conclusion, action

Question No. 24 Marks - 10

Name the practice of examining the best practices in an industry or in the world and using this
knowledge as a basis for improvement.


Question No. 25 Marks - 10

A control chart to record process performance usually identifies control limits and specification
limits. Which one of the following is true?

Control limits should equal specification limits to prevent any output outside specification.
Control charts do not prevent poor quality output.
Designers always set upper and lower limits.
Control charts require complex statistical analysis to set them up.

Question No. 26 Marks - 10

Which item is not among the SERVQUAL dimensions?

Question No. 27 Marks - 10
Which organisation defines self-assessment as a comprehensive, systematic, and regular review
of the organisations activities and results referenced against a model of business excellence?

ISO 9000
Taguchi Institute
European Foundation for Quality Management (EFQM)
International Quality Foundation

Question No. 28 Marks - 10

The concept of total quality control, i.e. that quality must be attended to at all stages of the
industrial cycle and throughout the organisation, is the creation of which of the following

W Edwards Deming
Genichi Taguchi
Joseph M Juran
Armand Feigenbaum

Question No. 29 Marks - 10

The so-called 'quality gurus' of total quality management (TQM) do NOT include which one of
the following?

Joseph M Juran
Bill Cosby
Kaoru Ishikawa
W Edwards Deming

Question No. 30 Marks - 10

The specific concerns of total quality management (TQM) include a number of aspects. Which
of the following is NOT normally associated with TQM?

Covering all parts of the organisation
Primarily a 'worker' rather than a management activity
Inclusion of every person in the organisation
Meeting the needs and expectations of customers

Question No. 31 Marks - 10

The preferred method for achieving total quality in process output is to:

Build and install an error-proof process and maintain it.
Rely on a team of highly trained and dedicated inspectors.
Rely on operator self-inspection and self-correction.
Perform inspection at the next process.

Question No. 32 Marks - 10

Total quality management (TQM) programmes are more likely to remain effective if a number of
prescriptions are followed. Which of the following prescriptions should NOT be followed?

TQM does not become a separate 'bolt-on' set of activities.
TQM should become a substitute for normal managerial leadership.
Quality improvement relates to an operation's performance objectives.
Slogans and exhortations about TQM's effectiveness are avoided.

Question No. 33 Marks - 10

One of the most powerful aspects to emerge from TQM is the concept of the internal customer
and supplier. This means that:

It is the responsibility of the executive in charge of TQM to manage internal customer-supplier
Every part of the organisation contributes to external customer satisfaction by satisfying its own
internal customers.
Service Level Agreements must be in place to ensure standards are met.
The product or service must be inspected prior to its delivery to the external customer.

Question No. 34 Marks - 10

Which of the following would NOT normally be considered as a costs of quality?

Internal failure costs
Prevention costs
Marketing costs
Inspection costs

Question No. 35 Marks - 10

Which one of the following would normally be considered as one of the costs of quality?

Marketing costs
Overhead costs
Appraisal costs
Transport costs
Question No. 36 Marks - 10
Which of the following is NOT noted as a disadvantage of Feigenbaums approach to total
quality management?

Does not discriminate between different kinds of quality context.
Action plan and methodological principles are sometimes vague.
Does not bring together the different management theories into one coherent whole.
None of the above

Question No. 37 Marks - 10

TQM expands on earlier approaches to quality management. Which of the following is ordered
correctly from earlier to later ideas?

Quality Control, Inspection, Quality Assurance, Total Quality Management
Quality Assurance, Quality Control, Inspection, Total Quality Management
Quality Assurance, Inspection, Quality Control, Total Quality Management
Inspection, Quality Control, Quality Assurance, Total Quality Management

Question No. 38 Marks - 10

What is the Internal Service Rule?

Service to external customers never exceeds service to internal customers.
Service to internal customers depends on the extent of communication with internal suppliers.
Service to internal customers is the most important form of service.
Service to internal customers depends on the culture of an organisation.

Question No. 39 Marks - 10

Some organisations bring a degree of formality to the internal customer concept by encouraging
(or requiring) different parts of the operation to agree on:

Formal provision agreements
Delivery agreements
Internal service agreements
Service level agreements

Question No. 40 Marks - 10

Which of the following is an example of a service level agreement (SLA) between an
information systems support unit and a research unit in the laboratories of a large company?

The maximum response time to get the system operational should it fail.
The types of information that will be provided as standard .
The minimum up-time.
All of the above.