BB0015 Quality Management MQP

MODEL QUESTION PAPER

BB0015 – QUALITY MANAGEMENT

SECTION A – 1 MARK QUESTIONS

1. According to Joseph Juran, „Quality‟ is defined as

a. Value for the price paid

b. Fitness for use

c. Conformance to requirements

d. Degree of excellence

2. “Freedom from deficiency” refers to

a. Mistake proofing

b. Value for the price paid

c. Quality of conformance

d. Customer satisfaction value

3. _________ is the activity of providing the evidence needed to

establish confidence, among all concerned that the quality related

activities are being performed effectively.

a. Quality Control

b. Quality Assurance

c. Quality Audit

d. Quality Inspection

4. A _________ is an independent review conducted to compare some

aspect of quality performance with a standard for that performance.

a. Quality Control

b. Quality Assurance

c. Quality Audit

d. Quality Inspection

5. The _______ are those who exist outside the organization, who buy

the organization‟s products and services and who are impacted by the

product or process.

a. employees

b. suppliers

c. internal customers

d. external customers

6. According to the survey done by ASQ on “end user perceptions of

factors influencing purchases”, which of the following factors ranked

the number one?

a. Features

b. Price

c. Performance

d. Service

7. The ________ represents an organization‟s public promise of a quality

product backed up by a guarantee of customer satisfaction.

a. customer service

b. product warranty

c. customer support

d. reputation

8. A ________ is a low cost method of obtaining feedback from

customers, which is usually attached to the warranty card, and is

included with the product at the time of purchase.

a. token

b. comment card

c. warranty card

d. coupon

9. _______ is a long term commitment between two or more

organizations for the purpose of achieving specific business goals and

objectives by maximizing the effectiveness of each participant‟s

resources.

a. Partnering

b. Joint venture

c. Alliance

d. Merger

10. A _______ supplier is one which, after extensive investigation, is

found to supply material of such quality that it is not necessary to

perform routine testing on each lot received.

a. Certified

b. Approved

c. preferred

d. recommended

11. The hierarchy of needs theory was first developed by _____

a. Herzberg

b. McGregor

c. Pavlov

d. Maslow

12. The hierarchy of needs theory the highest level of need is:

a. Esteem

b. Survival

c. Self-actualization

d. Social

13. _________ is a systematic method by which organizations can

measure themselves against the best industry practices.

a. Value engineering

b. JIT

c. Six Sigma

d. Benchmarking

14. The two factor theory of motivation was proposed by _______.

a. McGregor

b. Maslow

c. Frederick Herzberg

d. Pavlov

15. _______ is an environment in which people have the ability, the

confidence and the commitment to take the responsibility and

ownership to improve the process.

a. Enrichment

b. Empowerment

c. Self-development

d. Enablement

16. The extent, to which the job impacts internal and external customers,

by providing means of communication and personal contact, is

termed as _______.

a. Task identity

b. Skill variety

c. Task significance

d. Autonomy

17. _________ is a form of motivation and may be defined as public

acknowledgement of superior performance of specific activities.

a. Reward

b. Recognition

c. Token award

d. Empowerment

18. Benchmarking can be applied to _________

a. manufacturing process only

b. service sector only

c. production process only

d. any business or process

19. _________ benchmarking is also known as functional or generic

benchmarking.

a. Internal

b. Competitive

c. Process

d. corporate

20. ______ is the set of activities an organization uses to win and retain

customers‟ satisfaction.

a. Training & development

b. Customer service

c. Customer survey

d. Outsourcing

SECTION B – 2 MARK QUESTIONS

1. “Product features” refers to __________ and “freedom from

deficiency” refers to ____________.

a. quality of design, quality of conformance

b. quality of conformance, quality of design

c. quality of conformance, performance

d. quality of design, durability

2. According to _______, “Quality is what the customer says it is” and

according to Juran, Quality is __________.

a. Edwards Deming, “value for price paid”

b. Philip Crosby, “conformance to specification”

c. A. Feigenbaum, “fitness for use”

d. Ishikawa, “customer satisfaction”

3. _________ is the activity of providing the evidence needed to

establish confidence that the quality related activities are being

performed effectively whereas _________ is the system of activities

directed at achieving delighted customers, happy employees, higher

revenues and lower costs.

a. Quality Assurance, Quality Control

b. Statistical Quality Control, Quality Assurance

c. Quality Assurance, Total Quality Management

d. Total Quality Management, Statistical Quality Control

4. __________ consists of actual performance, comparing this

performance with some standard and then taking action if the

observed performance is ________ the standard.

a. Control, significantly different from

b. Assurance, same as

c. Inspection, same as

d. Review, different from

5. State whether following two statements are True or False:

1) A quality audit is an independent review conducted to compare

some aspect of quality performance with a standard.

2) The audit report should include the purpose and scope of the

audit.

a. 1-True; 2-True

b. 1-False; 2-True

c. 1-False; 2-False

d. 1-True; 2-False

6. The most significant contribution of Statistical quality control is that it

provides _______ rather than ________.

a. 100% inspection, sampling inspection

b. routine inspection, 100% inspection

c. assurance, control

d. sampling inspection, 100% inspection

7. State whether following statements are True or False:

1) Every function has an internal customer

2) All processes have outputs which are used by internal or external

customer

a. 1-True; 2-True

b. 1-False; 2-True

c. 1-False; 2-False

d. 1-True; 2-False

8. Comment card, survey, focus groups, employee feedback are some of

the _______ which are the means of listening to Voice of ________

a. information collecting tools, customer

b. SPC tools, Organization

c. process tools, process

d. Information tools, engineer

9. State whether the following statements are true or false:

1) The three types of sourcing of supply include Sole, single and

multiple sources.

2) Partnering is a multifaceted relationship requiring constant

nurturing to achieve continuous improvement and maximum

benefit.

a. 1-True; 2-True

b. 1-False; 2-True

c. 1-False; 2-False

d. 1-True; 2-False

10. In Hierarchy of human needs, the fourth level is called _______

which relates to pride and _______.

a. Self-actualization, physiological needs

b. Security, self-respect

c. Esteem, self-worth

d. Social, belongingness

11. The three main types of benchmarking are ______, ______ and

_______.

a. functional, business and global benchmarking

b. internal, competitive and process benchmarking

c. functional, business and corporate benchmarking

d. internal, external and generic benchmarking

SECTION C – 4 MARK QUESTIONS

1. Match the following sets:

1. Joseph Juran a) Quality is anticipating customer‟s future

needs

2. Crosby b) Quality is fitness for use

3. A Feigenbaum c) Quality is conformance to specifications

4. Edwards Deming d) Quality is “what the customer says it is”

a) 1-a, 2-b, 3-c, 4-d

b) 1-b, 2-c, 3-d, 4-a

c) 1-b, 2-a, 3-c, 4-d

d) 1-d, 2-c, 3-b, 4-a


1. Quality Assurance a) It is an independent review conducted

to compare some aspects of quality

performance with a standard

2. Quality Control b) It is a management philosophy and a

journey to organizational excellence

3. TQM c) Activities used to fulfill requirements

for quality.

4. Audit d) Activity of providing evidence needed

to establish confidence that the quality

related activities are performed

effectively

a) 1-d, 2-a, 3-b, 4-c

b) 1-c, 2-b, 3-a, 4-d

c) 1-d, 2-c, 3-b, 4-a

d) 1-b, 2-c, 3-a, 4-d


1. Performance, features &

service

a) Essential ingredients of a

Quality audit programme

2. Product features b) Documentation of audit

results

3. Audit report c) Quality of design

4. Competence of auditors d) Factors influencing purchases

a) 1-d, 2-a, 3-b, 4-c

b) 1-b, 2-a, 3-c, 4-d

c) 1-d, 2-c, 3-b, 4-a

d) 1-b, 2-c, 3-a, 4-d

4. Select the correct option which mentions whether the following

statements are True (T) or False (F)

i. Customer feedback must be continually solicited and

monitored

ii. Quality Control and Quality Assurance are one and the same

iii. Customer service is the set of activities an organization uses

to win and retain customers‟ satisfaction

iv. Supplier is also responsible for providing the quality that will

satisfy the customer

a) i-F, ii-T, iii-F, iv-F

b) i-T, ii-F, iii-T, iv-T

c) i-F, ii-F, iii-T, iv-F

d) i-T, ii-F, iii-F, iv-F



i. The three key elements of organization partnering

relationship are long term commitment, trust and shared

vision

ii. Partnering can be achieved through joint economic planning,

joint technological planning and co-operation during contract

execution

iii. Multiple sourcing is the use of two or more suppliers for an

item

a) i-F, ii-T, iii-F

b) i-T, ii-T, iii-T

c) i-T, ii-T, iii-F

d) i-F, ii-T, iii-T



i. Benchmarking cannot be applied to any business

ii. Benchmarking studies look for two types of information: a)

a description of how best in class processes are practiced

and b) the measurable results of these practices

iii. Although there are benefits of benchmarking, there exist

criticisms too.

a) i-F, ii-T, iii-T

b) i-T, ii-T, iii-T

c) i-F, ii-T, iii-F

d) i-T, ii-T, iii-F


A. Survival needs 1) need for pride & self-respect

B. Esteem 2) Physiological needs

C. Social 3) urge for creativity, self-expression

D. Self-actualization 4) need for belongingness

a) A-1, B-4, C-2, D-3

b) A-1, B-4, C-3, D-2

c) A-2, B-1, C-4, D-3

d) A-4, B-3, C-1, D-2



i. Hierarchy of human needs was proposed by Frederick

Herzberg

ii. Abraham Maslow developed the theory on employee

motivation

iii. Under theory of employee motivation, job dissatisfaction and

job satisfaction are not opposites.

a) i-F, ii-T, iii-F

b) i-T, ii-T, iii-T

c) i-T, ii-T, iii-F

d) i-F, ii-F, iii-T

BB0015 Quality Management MQP

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