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OBJECTIVE-PAPER-1 d. Machine Performance Evaluation

e. Application Development
1. To ensure effectiveness of checklists, checklists should
have only yes and no responses. 10. A program whose purpose is to reduce the number of
a. True b. False defects produced is known as a Quality Improvement
Program.
2. Quality is an attribute of a. True b. False
a. A product
b. A service 11. Creation of help desk is a
c. A process a. Preventive Cost
d. All of the above b. Appraisal Cost
e. None of the above c. Failure Cost

3. The characters of a service level: 12. It is advisable to have a separate department for reviews
a. It is an agreement between the producer & the & testing.
customer of the product a. Yes b. No
b. It can be an oral/written agreement
c. It defines the method of measurement of services 13. The results of peer reviews should be presented to
d. All of the above a. Author of the product & supervisor
e. None of the above b. QA function & the supervisor
c. Author & QA function
4. Testing of the system to demonstrate system compliance
with user requirements is 14. To ensure a Quality product requirements must be
a. Black box testing measurable.
b. System testing a. True b. False
c. Independent testing
d. Acceptance Testing 15. QC is a managerial function designed primarily to detect
& correct defects.
5. The first stage in the software life cycle where test data is a. True b. False
generated is
a. Planning stage 16. Resistance to change is normally because of
b. Requirement Analysis a. Defiant attitude of workers
c. Design b. Lack of awareness/training on the new
d. Construction technology/process
c. No direct benefits/incentives on change over
6. A complete validation of a program can be obtained only
by testing for every element of the domain. 17. Measures that can be use to measure Quality include:
a. True b. False a. Enhancements
b. Size
7. To divide & conquer while testing requires c. Complexity
a. Stubs d. Rework
b. Manual simulation
c. Instrumentation 18. Selection of tools is a
d. Coverage metrics a. QC activity
e. All of the above b. QA activity
f. None of the above
19. Which is the most important practical & economical way
8. Configuration management is not the process of of meeting customers needs?
a. Controlling the release of items through the life a. Doing it right the first time
cycle b. After-the-fact defect removal
b. Evaluating & scheduling changes to configurable c. QC during development
items
c. Recording & reporting the status of config. items 20. For locating errors which span modules it is more
d. Verifying the completeness of configurable items effective to do?
a. Reviews
9. Which is not an objective of prototyping? b. Testing
a. Requirement Analysis
b. User Interface Development 21. Which is not an objective of testing
c. Functional Development a. Determine whether system meets specifications

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b. Determine whether system meets needs 30. Which of the following does not form a part of a
c. Provide insight into SDP workbench?
d. Aid in appraisal of developing TMs a. Standards
b. Quality attributes
22. A defect is a c. Quality control
a. Deviation from specification d. Procedures
b. Deviation from a standard e. Rework
c. Anything that causes customer dissatisfaction
d. All of the above 31. During an inspection, inspectors normally make
e. None of the above suggestions on correcting the defects found.
a. True b. False
23. ___________ Testing focuses on evaluating the
interaction among units. 32. Why does it help to visit other companies to identify
a. Unit testing effective Quality practices?
b. Integration testing a. Reuse organizational learning
c. Functional testing b. Continually benchmark
d. System testing c. Interact with other Quality professionals
e. Acceptance testing d. All of the above
e. None of the above
24. A step-by-step procedure on the action in testing &
verifying of results is called a 33. The focus on the product is highest during
a. Test case a. a walkthrough
b. Test script b. a checkpoint review
c. Test condition c. an inspection
d. Testing tool
e. Test log 34. Given the following costs:
Requirements analysis: $1000
25. You cannot control what you cannot Rework: $700
a. Measure Code review: $500
b. Define Review of User Documents: $600
c. Change Continuing Edn. Progrms: $800
d. Improve Design: $400

26. Which of the following is not a defect metric? The cost of Quality is
a. Location a. $1400
b. Cause b. $1900
c. Time to fix c. $2400
d. Classification d. $2600
e. Coverage e. $4000
f. All of the above
35. Verification ensures that the executable system performs
27. As a QC professional you will be doing as specified.
a. RWI a. True b. False
b. Causal Analysis
c. SPC
d. Defect Prevention
28. Quality improvement programs may require the product
itself to be changed.
a. True b. False

29. The basis upon which adherence to policies is measured is

a. Standard
b. Requirement
c. Expected result
d. Value
e. All of the above
f. None of the above

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36. When viewing product/service Quality from the

customer’s view, a feature added by the producer, that
was not included in the product specifications/
requirements would be called:
a. An enhancement
b. A defect
c. An unspecified need identified by the builder of the
product/service
d. A correction
e. None of the above

37. Prevention is a more effective means of improving

Quality than appraisal
a. True b. False

38. There are _______ numbers of function types.

a. 2 b. 3 c. 4 d. 5 e. 6

39. The purpose of constructive criticism is to improve

a. productivity
b. profitability
c. the HR climate
d. creativity

40. The usual denominator in a reliability metric is

a. Development time
b. System size
c. Total run time
d. MTBF

41. The Quality manager will find it difficult to effectively

implement the QAI Quality Improvement Process, unless
his organization is willing to accept the Quality principles
as
a. The organization’s policy
b. A challenge
c. The corporate vision
d. The organization’s goal
e. A management philosophy
f. All of the above

42. Pareto chart provides corrective action for high-frequency

causes of problems
a. True b. False

43. Function Points

a. Provide a measure of the system size
b. Can be used to compare different kinds of application
systems
c. Together with past data can be used to estimate future
effort
d. All of the above
e. None of the above

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44. Restructuring or modifying existing software system to 2. Baselines measure the _____________________ change.
take advantage of newer hardware and software a. Situation prior to
technologies or to introduce efficiencies, or to improve b. Expectation of benefits of
maintainability is called c. Effects of
a. Enhancements to the software d. Desirability of
b. Perfective maintenance e. None of the above
c. Re-engineering of the software
d. None of the above 3. Malcolm Baldridge award was named by a public law after
Malcolm Baldridge who was the secretary of Defense.
45. Who is normally responsible for initiating the suggestion- a. True b. False
day program?
a. DP manager 4. Modifying existing standards to better match the need of a
b. Group moderator project or environment is
c. Any one of the above a. Definition
d. None of the above b. Standard for a standard
c. Tailoring
46. The fundamental mistakes that impede an individual from d. Customization
becoming a leader are: e. None of the above
a. Isolation
b. Inability to reward 5. Malcolm Baldridge National Quality Award has the
c. Lack of business perspective following eligibility categories
d. All of the above a. Approach
b. Deployment
47. “Training will be imparted to all employees”. This c. Results
statement is a d. All of the above
a. Vision e. Manufacturing, Service and small businesses
b. Goal f. None of the above
c. Principle
d. Value 6. Quality experience indicates that about 40 percent of all
defects are directly attributable to incorrect or ineffective
48. A form used to record the discrepancies found during QC processes.
activities is a a. True b. False
a. Check sheet
b. Review report 7. The process of helping the progress of some event or
c. Test log activity is
d. Defect log a. Negotiation
e. None of the above b. Conflict Resolution
c. Facilitation
49. The step-by-step method to ensure that standards are met d. Influencing
is a e. None of the above
a. Procedure
b. Checklist 8. The ability to apply beliefs, standards, guidelines,
c. Process policies, procedures and values to a decision in a specific
d. Check sheet set of circumstances is
a. Recognition
50. An activity that verifies compliance with policies and b. Motivation
procedures and ensures that resources are conserved is c. Judgment
a. An inspection d. All of the above
b. An audit e. None of the above
c. A review
d. An assessment 9. “Kanban” means creating a visible record and is a “push”
system.
OBJECTIVE-PAPER-2 a. True b. False

1. TQM means quality of management rather than 10. “Testing will exercise 90% of the code”. Is it a
management of quality. a. Vision
a. True b. False b. Standard
c. Policy
d. Goal

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e. Value
f. Non of the above 19. The concept of continuous improvement as applied to
quality means:
11. “The organization will foster an atmosphere of a. Employees will continue to get better
creativity”. Is it a b. Processes will be improved by a lot of small
a. Vision improvements
b. Mission c. Processes will be improved through a few large
c. Policy improvements
d. Goal d. Improved technology will be added to the process,
e. Value such as acquiring CASE tools
f. None of the above e. The functionality of the products will be enhanced

12. The following is problem identification tool 20. The reason(s) that one person hears what another person
a. Flow Chart says is:
b. Histogram a. People are too impatient to listen
c. Scatter Diagram b. People are preparing what they will say next rather
d. Force Field Analysis than listening
e. None of the above c. External stimuli breaks the train of thought in
listening
13. The following is a problem analysis tool d. All of the above
a. Pareto Chart e. None of the above
b. Histogram
c. Force Field Analysis 21. Function Point is a measure of
d. All of the above a. Effort
e. None of the above b. Complexity
c. Usability
14. When you need to identify and explore and display the d. Size
possible causes of a specific problem or condition, you use e. None of the above
a. Control Charts
b. Histogram 22. Cost of Quality includes:
c. Scatter Diagram a. Preventive costs
d. Ishikawa Diagram b. Corrective costs
e. None of the above c. Appraisal costs
d. All of the above
15. Quality Assurance personnel must be involved in e. None of the above
changing work products.
a. True b. False 23. You can improve the Quality of a process by
a. Making large improvements, in a few areas
16. The term “benchmarking” means b. Making small improvements, in many areas
a. Comparing with past data from your organization c. Implementing tools, techniques and methodologies
b. Comparing with the results of a market survey d. Spreading awareness about Quality
c. Comparing with the results of a customer survey
d. None of the above 24. As a Quality Assurance professional, which of the
following skills do you feel is the most important for your
17. Employee awareness training courses are based on the profession?
fact that understanding follows behavior change. a. Communication, written and oral
a. True b. False b. Measurement
c. Tools, techniques and methodologies
18. An example of deployment of a quality approach is: d. Combination of any of the above two
a. The degree to which the approach embodies effective e. None of the above
evaluation cycles
b. The appropriate and effective application to all 25. 80-20 rule implies:
product and service characteristics a. 20% of frequencies are due to 80% of the Causes
c. The effectiveness of the use of tools, techniques, and b. 20% to 80% of problems are caused by process
methods changes
d. The contribution of outcomes and effects to quality c. 80% of the frequencies are due to 20% of the Cause
improvement d. 80% of the processes need to be changed at least 20%
e. The significance of improvement to the company’s of the time
business

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26. The purpose of Risk Management in a project is to 35. The statement of an organization's commitment to quality is a
a. Eliminate Risks a. Policy
b. Minimize Risks b. Vision
c. Avoid risks c. Mission
d. Anticipate the risks involved, analyze them and plan d. Principle
for suitable action as and when the risk happens e. Goal

27. ‘Championing Quality’ is the job of 36. The most common reason for the presence of a large
a. Senior Management number of bugs in a software product is,
b. Junior Management a. Incompetence of the developer
c. QA Manager b. Incompetence of the tester
d. None of the above c. Bad requirements
d. Wrong use of tools and techniques
28. The first thing required for Quality to happen is:
a. Commitment from the Quality Assurance Manager 37. What type of control is a job accounting log?
b. Mature understanding by all the employees a. Corrective
c. Commitment from Management b. Preventive
d. Quality Policy c. Detective
d. Protective
29. Which, of the four given below, is not one of DR Edward e. None of the above
Deming’s 14 Quality Principles?
a. Give adequate training 38. The term ‘defect’ is related to the term ‘fault’ because a
b. Have a number of numerical goals set defect is a fault which has not yet been identified.
c. Work as one team. (Sink differences) a. True b. False
d. Senior Management must push all other points
constantly and consistently 39. On a random basis application systems are audited after
implementation to determine whether or not the system
30. According to Dr. Ishikawa, the term ‘Strive for Zero met standards. This is an example of
Defects’ helps the staff to achieve it. a. Detective control
a. True b. False b. Quality control
c. Quality Assurance
31. The activity which includes confirming understanding, d. Corrective control
brainstorming and testing ideas is a e. None of the above
a. Code walkthrough
b. Inspection 40. The following is (are) not part of a data center operations
c. Review a. Capacity planning
d. Structured walkthrough b. I/O control
c. Scheduling
32. The following is problem identification tool d. All of the above
a. Flow Chart e. None of the above
b. Histogram
c. Scatter Diagram 41. The process of securing future processing capability with
d. Force Field Analysis proper data for future contingencies by duplicating
e. None of the above systems procedures and data is
a. providing a Help Desk
33. The following can be considered to measure quality: b. Database Design
a. Customer satisfaction c. Artificial Intelligence
b. Defects d. System Backup
c. Rework e. All of the above
d. All of the above f. None of the above
e. None of the above
42. The activities performed to increase the functionality of a
34. If a company establishes its plan and commitment to current production system to better service the changing
quality, it has a level of business needs is
a. Initial a. Development
b. Repeatable b. Maintenance
c. Defined c. Reengineering
d. Managed d. Enhancement
e. None of the above

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43. To tap ideas from an entire group we may use 3. Malcolm Baldridge award was named by a public law
a. Nominal Group technique after Malcolm Baldridge who was the secretary of
b. Check sheets Commerce.
c. Pareto chart a. True b. False
d. Brainstorming
e. None of the above 4. Pareto analysis is designed to rank items by frequency.
a. True b. False
44. Level 3 of the SEI CMM is the _______________ level
a. Managed 5. Modifying existing standards to better match the need of a
b. Measured project or environment is
c. Defined a. Definition
d. Optimizing b. Standard for a standard
c. Tailoring
45. Control Limits are the same are Specifications Limits d. Customization
a. True b. False e. None of the above

46. The objective of TQM is 6. Malcolm Baldridge National Quality Award has the
a. To improve processes following dimensions:
b. To improve profitability a. Approach
c. All of the above b. Deployment
d. None of the above c. Results
d. All of the above
47. System Test Plan will not include e. Manufacturing, Service and small businesses
a. Approach f. None of the above
b. Pass/Fail criteria
c. Risks 7. Six sigma quality, when expressed as defects per million
d. Suspension and Resumption criteria parts represents:
e. None of the above a. 6667 defects per million
b. 3444 defects per million parts
48. The two types of checklists are _______________ and c. 687 defects per million parts
________________________. d. 233 defects per million parts
e. 3.4 defects per million parts
49. Internal System Controls are used to ensure f. None of the above
a. Data integrity
b. Process Integrity 8. The following is NOT a category in MBNQA criteria:
c. Financial Integrity a. Leadership
d. All of the above b. HR Focus
e. None of the above c. Quality Management
d. Information and Analysis
50. As the IT Director, you buy a new productivity e. None of the above
improvement tool, train the users, do the set up, provide
support, helpdesk and even give access to your personal 9. An optimizing organization is a perfect organization.
phone. However, after 6 months you find that no one is They make no mistakes.
using the tool. What went wrong? (write only the most a. True b. False
important reason)
10. A Level 4 organization has a
OBJECTIVE-PAPER-3 a. Defined Process
b. Repeatable Process
1. One of the purposes of the MBNQ Award Program is not c. Managed Process
to publicize successful quality strategies. d. Optimizing Process
a. True b. False e. None of the above

2. Baselines measure the ____________________ change. 11. Quality experience indicates that about 80% of all defects
a. Situation prior to are directly attributable to
b. Expectation of benefits of a. Lack of skills
c. Effects of b. Persons in the team
d. Desirability of c. Incorrect/Ineffective Processes
e. None of the above d. None of the above

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12. The following are types of listening are: 19. The purpose of cost-of -quality computations is to show
a. Descriptive listening how much is being spent for the quality control and
b. Compensation listening quality assurance program.
c. Apprehensive listening a. True b. False
d. All of the above
e. None of the above 20. Management must
a. Mange By Objective (MBO)
13. Complaints must be resolved within b. Manage By Power (MBP)
a. An hour c. Manage By Objection (MBO)
b. Four minutes d. Manage By People (MBP)
c. A day e. All of the above
d. Four hours f. None of the above
e. None of the above
21. Customer satisfaction is a
14. The process of helping the progress of some event or a. Tactical measurement
activity is: b. Strategic measurement
a. Negotiation c. Operational measurement
b. Conflict Resolution d. All of the above
c. Facilitation
d. Influencing 22. Abilities of a person relate to
e. None of the above a. Image of the person
b. How he listens and does not generalize
15. Developing and asking questions for the purpose of c. Performing job tasks using skills
collecting oral data to be used in an analysis or evaluation d. Organizes thoughts before speaking
is: e. All of the above
a. Effective listening
b. Interviewing 23. Conformity behavior can be used to
c. Negotiation a. Conform people to a group
d. None of the above b. Make everyone face the door in a lift
c. Change behavior
16. An example of deployment of a quality approach is d. Find a leader for the group
a. The degree to which the approach embodies effective e. None of the above
evaluation/improvement cycles
b. The appropriate and effective application to all 24. Awareness training should not last over two hours
product and service characteristics a. True b. False
c. The effectiveness of the use of tools, techniques and
methods 25. The statement of an enterprise's commitment to quality is
d. The contribution of outcomes and effects to quality its
improvement a. Vision
e. The significance of improvement to the company's b. Mission
business c. Quality Policy
d. Goal
17. “Kanban” means creating a visible record and is a “pull” e. Value
system. f. None of the above
a. True b. False
26. The following is problem identification tool:
18. The concept of continuous improvement as applied to a. Flow Chart
quality means: b. Histogram
a. Employees will continue to get better c. Scatter Diagram
b. Processes will be improved by a lot of small d. Force Field Analysis
improvements e. None of the above
c. Processes will be improved through a few large
improvements 27. The following is a problem analysis tool:
d. Improved technology will be added to the process, a. Pareto Chart
such as acquiring case tools b. Histogram
e. The functionality of the product will be enhanced c. Force Field Analysis
d. All of the above
e. None of the above

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28. When you need to identify and explore and display the 36. 80-20 rule implies,
possible causes of a specific problem or condition, you a. 20% of people should not do 80% of the work
use b. 20% time you have to return to
a. Control Charts c. 20% to 80% of problems are caused by process
b. Histogram changes
c. Scatter Diagram d. 80% of the frequencies are due to 20% of the Cause
d. Ishikawa Diagram e. 80% of the processes need to be changed at least 20%
e. None of the above of the time

29. Quality Assurance personnel must not be involved in 37. Statistical Process Control can help to identify the root
changing work products. cause of problems.
a. True b. False a. True b. False

30. The term “benchmarking” means 38. Normal variance in the operation of processes is due to
a. Comparing with past data from your organization a. Assignable causes
b. Comparing with the results of a market survey b. Random causes
c. Comparing with the results of a customer survey c. Common causes
d. None of the above d. Uncommon causes
e. None of the above
31. Employee awareness training courses are based on the
fact that understanding precedes behavior change. 39. In Function Point counting there are _____ function types
a. True b. False a. 3 b. 2 c. 5 d. 4 e. 6

32. The reason(s) that one person hears what another person 40. In Function Point counting there are _____ classification
says is: a. 3 b. 2 c. 4 d. 6
a. People are too impatient to listen
b. People are preparing what they will say next rather 41. An ongoing negotiation and improvement process whose
than listening purpose is to satisfy customer needs in an efficient,
c. External stimuli breaks the train of thought in effective and economical manner is
listening a. Requirements Analysis
d. All of the above b. Contract
e. None of the above c. Service Level Agreement
d. None of the above
33. Function Point is not a measure of
a. Effort 42. A quality assurance analyst can estimate the frequency or
b. complexity severity of events using
c. usability a. Judgmental Sampling
d. all of the above b. Statistical Sampling
e. size c. All of the above
f. None of the above d. None of the above

34. Cost of Quality includes 43. The ultimate responsibility for good internal control rests
a. Preventive costs with the
b. Corrective costs a. QA group
c. Appraisal costs b. Design team
d. All of the above c. Management
e. None of the above d. Audit Group

35. As a Quality Assurance professional, which of the 44. Controls can be

following skills do you feel is the most important for your
profession
a. Communication, written and oral
b. Measurement
c. Tools, techniques and methodologies
d. Combination of any of the above two
e. None of the above
a. Preventive, adaptive or corrective
b. Preventive, corrective or appraisal
c. Preventive, detective or corrective
d. None of the above
45. Which of the following are true
a. Testing precedes debugging
b. Debugging is only done along with testing
c. Testing is not required if a program is debugged
d. Debugging precedes testing

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46. The method by which release from the requirements of a 4. Quality control focuses on
specific standard may be obtained for a specific situation a. Inspections
is a b. Testing
a. Tailoring c. Removal of defects
b. Customization d. All of the above
c. Force Field Analysis e. None of the above
d. Waiver
e. None of the above 5. Quality control is the responsibility of the organizational
unit producing the product.
47. Measures designed to minimize the probability of a. True b. False
modification, destruction, or inability to retrieve software
or data is 6. Quality assurance is a function responsible for
a. Preventive security a. Controlling quality
b. Corrective security b. Managing quality
c. Protective security c. Inspections
d. None of the above d. Removal of defects

48. In the TCS scenario a Project Leader is a Project Manager 7. Quality assurance is a catalytic function which should
a. True b. False encourage quality attitudes and discipline on the part of
management and workers.
49. Right-the-first time costs (RFT) include a. True b. False
a. Cost of labor, material, equipment
b. Preventive and detective costs 8. Quality control is designed primarily to detect and correct
c. All of the above defects, while quality assurance is oriented towards
d. Cost of Quality preventing defects from occurring.
e. None of the above a. True b. False

50. The audit of application systems on a random basis after 9. Quality control should be performed by the group
implementation, to determine whether or not the system responsible for the
meets standards, is a. Quality management
a. Quality Control b. Development of the product
b. Quality Assurance
c. Quality Loss 10. The quality manager will find it difficult to effectively
d. None of the above implement the QAI quality improvement process, unless his
organization is willing to accept the quality principles as
OBJECTIVE-PAPER-4 a. The organization’s policy
b. A challenge
1. The two definitions of quality are: c. The organization’s objectives
 Quality means meeting requirements d. A management philosophy
 Quality means fit for use.
Of the two definitions of quality, “fit for use” is the most 11. Acceptable quality level is to accept some level of defects
important definition. as normal and acceptable, as many believe that defect free
a. True b. False information technology products are not practical or
economical.
2. Producer views quality as meeting a. True b. False
a. Whether the product or service does what the
customer needs. 12. The concept of zero defects does not work, because
b. Product has zero defects. a. It is a buzz word
c. Producer’s requirements or specifications. b. Workers are treated as machines and their humanity
d. Conformance to requirements. is ignored
c. It is used as another term for commanding and
3. Quality control is defined as the processes and methods forcing workers to start a campaign for which they
used to monitor work and observe whether have very little enthusiasm
a. Requirements are met. d. All of the above
b. Product quality is assured e. None of the above
c. Defects have been prevented from occurring

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13. The control in quality control means defining 21. Malcolm Balridge National Quality Award is an annual
a. Objectives of the job award to recognize U.S. companies which excel in
b. Developing and carrying out a plan to meet the a. Quality achievement
objectives b. Quality management
c. Checking to determine if the anticipated results are c. Both of the above
achieved
d. All of the above 22. In order to be a successful company, quality
e. None of the above improvement programs must be led by management and
must be _____ and this may require fundamental changes
14. The word management in quality assurance describes in the way companies and agencies do business.
many different functions, encompassing a. Customer oriented
a. Policy management b. Marketing oriented
b. Human resources management, safety control c. Profit oriented
c. Component control and management of other d. Technology oriented
resources and daily schedules.
d. All of the above 23. The national quality award model is divided into seven
e. None of the above categories: leadership, information and analysis, _______,
human resource utilization, quality assurance of products,
15. The management cycle, as per the ______________, quality results and customer satisfaction.
comprises of plan, do, check and act. a. Quality management
a. QAI’s quality improvement model b. Business development
b. ISO 9000 c. Strategic quality planning
c. SEI model d. Market potential

16. According to Edward Deming, one of the quality 24. Software engineering institute’s five process maturity
principles is “Create____________ in the Company”, by levels are initial, repeatable, defined, managed and
innovating new approaches and putting resources into optimized.
research, education and maintenance. a. True b. False
a. Better atmosphere
b. Consistency of purpose 25. The repeatable process level in SEI’s process model
c. A work culture provides control over the way the organization establishes
its plans and
17. According to Edward Deming, one of the quality a. Process definitions
principles is “Eliminate _______.” b. Process measurements
a. Numerical goals c. Process controls
b. Slogans d. Commitments
c. Pictures and posters.
d. All of the above 26. The key actions required to advance from the repeatable
e. None of the above to the next stage are:
a. To establish a process group
18. Malcolm Baldridge National Quality Award promotes b. To establish a development process architecture
awareness of quality as an increasingly important element c. To introduce a family of software engineering
in methods and technologies
a. Marketing d. All of the above
b. Business development e. None of the above
c. Competitiveness
27. With defined process in SEI’s process model,
19. Malcolm Baldridge National Quality Award promotes organization will achieve the foundation for major and
understanding of the requirements for quality excellence continuing process.
a. True b. False a. True b. False

20. Malcolm Baldridge Award promotes sharing of _______ 28. In advancing from the initial process through the
on successful quality strategies and on the benefits repeatable and defined processes to the managed process,
derived from implementation of these strategies. software organizations should expect to make substantial.
a. Knowledge a. Quality improvements
b. Technical skills b. Business growth
c. Measures c. Customer satisfaction
d. Information d. Savings in development costs

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29. In statistical process control, statistics are used for 38. To calculate the present value of money, information
determining whether the process is in control or not. required are
a. True b. False a. Amount of money involved
b. Number of years before the benefit is received
30. In statistical process control, statistics are used for c. Value of money
determining whether the process is within acceptable d. All of the above
variance from standards. e. None of the above
a. True b. False
39. Pareto chart helps in identifying the few significant
31. Statistical process control help to identify the __________ problems from many trivial problems.
of process problems which are causing defects. a. True b. False
a. Root cause
b. Nature 40. The Pareto chart is more commonly known to
c. Person/persons involved information systems personnel as the _________ rule.
d. All of the above a. 50-50
e. None of the above b. 20-80
c. 30-70
32. Statistical methods are used to differentiate random d. 40-60
variation from e. 80-20
a. Standards
b. Assignable variation 41. Pareto chart provides corrective actions for high
c. Control limits frequency causes of problems.
d. Specification limits a. True b. False

33. Random causes of process problems can be ___________ 42. Pareto concept is merely an ________________ of the
eliminated. ____________ of a problem by type of cause.
a. Sometimes a. Effective method, analysis
b. Never b. Accumulation, resultant effect
c. Rarely c. Organized ranking, causes
d. Always
43. The steps involved in developing a pareto chart are:
34. Statistical methods are used to ____________ and a. Identify problem area
____________ problems incurred as a result of operating b. Identify and name causes of the problem
processes. c. Document the occurrence of the causes of the
a. Identify, solve problem
b. Accumulate, analyze d. Rank the causes by frequency, using pareto chart
c. Measure, probe into e. All of the above
d. Find, project f. None of the above

35. Complexity measurements are quantitative values 44. Function points actually measure the amount of
accumulated by a pre-determined method for measuring information processing function and hence the
complexity of a functionality of an application system.
a. Project team a. True b. False
b. Software engineering process
c. Software product 45. Function points provide an objective measure of the
d. Data base application system -------------that can be used to compare
different kinds of application systems.
36. Size of information systems are measured in terms of a. Size
a. Lines of code b. Complexity
b. Function points c. Performance
c. No. of objects/components d. Operation ease
d. All of the above
e. None of the above 46. Function point analysis involves:
a. Amount of information processing function
37. Defects are measured in relation to b. System characteristics
a. Lines of code c. Degree of influence
b. Total number of defects d. All of the above
c. Development team size e. None of the above
d. Project efforts

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47. Which of the following is not relevant in quantifying the

amount of information processing function?
a. External inquiry
b. Software platform
c. External output
d. Logical internal file
e. External input
f. External interface file

48. Function point analysis requires information on hardware

and software for the application system.
a. True b. False

49. The degree of influence for system characteristics is

assigned in a scale of
a. 0 - 9
b. 0 - 4
c. 1 - 6
d. 0 - 5
e. 0 - 100

50. Function point analysis is begun

a. During the development of an application system
b. At the time of implementation of the system
c. With developing an external design or conceptual
overview

51. Service level agreement is an ongoing negotiation and

improvement process to satisfy customer needs. In what
manner it is to be achieved?
a. Efficiently
b. Effectively
c. Economically
d. All of the above
e. None of the above

52. Internal service level agreement is a contract.

a. True b. False

53. External service level agreement is a contract.

a. True b. False

54. Which one of the following is not a key concept of

service level agreement?
a. Defines the services to be provided
b. Defines the method by which the services will be
measured
c. Defines obligations of both the provider and the
customer of the information systems services
d. All of the above
e. None of the above

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