MIDTERM EXAMINATION Spring 2009 MGT510- Total Quality Management (Session - 2)

Question No: 1

( Marks: 1 ) - Please choose one

o! can the "ualit# $e co%&ute'( Quality = Expe tation!"er#orman e Qualit# ) Per*or%ance+ E,&ectation Quality = "er#orman e$Expe tation Quality = "er#orman e-Expe tation

Question No: -

( Marks: 1 ) - Please choose one

.houl' #ou *or/et the &ro$le% once sol0e'( %o& it mig't go (rong again No1 there %i/ht still $e !a#s to i%&ro0e it )es& an* mo+e on to t'e next pro,lem )es& an* on entrate on maximi-ing pro*u tion Question No: 2 ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ re*ers that %ana/ers are not res&onsi$le *or e,ecution o* !ork1 $ut res&onsi$le *or ho! the !ork is 'one( .perations management Quality management .cienti*ic %ana/e%ent /ureau rati management Question No: 4 ( Marks: 1 ) - Please choose one

The custo%er 0alue strate/# inclu'es all o* the *ollo!in/ EX5EPT: "ro*u t 'ara teristi s 6aster 'eli0er# Support ser+i es 0ttri,utes Question No: 7 ( Marks: 1 ) - Please choose one

3ho !as the ke# internal stakehol'er in the ol' &ara'i/%(

One8s $oss .ne1s supplier .ne1s ustomer .ne1s asso iates Question No: 9 ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ is the correct se"uence o* an or/ani:ation8s su&&l# chain( Trans#ormation pro ess& *eli+ery to ustomers& a 2uisition o# resour es Trans#ormation pro ess& a 2uisition o# resour es& *eli+ery to ustomers 3eli+ery to ustomers& a 2uisition o# resour es& trans#ormation pro ess Ac"uisition o* resources1 trans*or%ation &rocess1 'eli0er# to custo%ers Question No: ; ( Marks: 1 ) - Please choose one

Accor'in/ to <Total Qualit#= 0ie!1 the ter% <"ualit#= re*ers to !hich o* the *ollo!in/( Ex ee*ing ustomer nee*s an* satis#ying ustomer expe tations .atis*#in/ custo%er nee's an' e,cee'in/ custo%er e,&ectations 4atering ustomer nee*s only 5an*ling ustomer expe tations only Question No: > ( Marks: 1 ) - Please choose one

3hat is the *ocus o* total "ualit# a&&roach( ?on/-ter% &ro*its an' continuous i%&ro0e%ent S'ort-term pro#its an* irregular impro+ement 6ong-term pro#its an* irregular impro+ement S'ort-term pro#its an* ontinuous impro+ement Question No: @ ( Marks: 1 ) - Please choose one

3hat is continuous i%&ro0e%ent( 0 large-s ale system #or relia,le supply o# large amounts o# uninterrupte* po(er A *uture-oriente' &ers&ecti0e !here *oun'ation 'ecisions are %a'e $ase' on anal#sis 7se* in t'e ,roa* sense to mean pla ing *ata an* meta*ata in a pro*u t at one or more *ata sites 0 part o# t'e management& sustaine*& gra*ual 'ange in lu*es onstan y o# purpose Question No: 1A ( Marks: 1 ) - Please choose one

Durin/ 1@@As1 !hich o* the *ollo!in/ institutions $e/an to &a# increase' attention to "ualit#( E*u ation an* 'ealt' are only E'ucation1 health care1 an' /o0ern%ent 5ealt' are an* go+ernment only

Go+ernment an* #inan ial institutions only Question No: 11 ( Marks: 1 ) - Please choose one

3hat is the nature o* total "ualit# a&&roach( 0n organi-ation-,ase* system A &eo&le-*ocuse' %ana/e%ent s#ste% 0 s ien e-oriente* pro ess 0 'ome-,ase* system Question No: 1( Marks: 1 ) - Please choose one

3hat 'oes the ter% &rocess %ean( T'e gui*an e an* ontrol o# a tion re2uire* to exe ute a program T'e a t o# entering into or t'roug' somet'ing A se"uence o* acti0ities inten'e' to achie0e so%e results T'e or*er in ('i ' *etails are pla e* in a pie e o# (riting Question No: 12 ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ con'itions is in0ol0e' in the &rocess *or e0er# %aBor acti0it# !ithin an or/ani:ation( E+ery ma8or a ti+ity mounts tra*itional organi-ational ,oun*aries E+ery ma8or a ti+ity mounts mo*ern organi-ational ,oun*aries E+ery ma8or a ti+ity rosses mo*ern organi-ational ,oun*aries

E+ery ma8or a ti+ity rosses tra*itional organi-ational ,oun*aries Question No: 14 ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ %ost likel# a**ects the relia$ilit# an' %aintenance characteristics o* a &ro'uct or ser0ice( "ri e Desi/n 4on ept 9a,ri ation Question No: 17 ( Marks: 1 ) - Please choose one

3hat are the i'eal 0alues *or !hich &ro'uction stri0es( Means Tolerances Targets Measurements Question No: 19 ( Marks: 1 ) - Please choose one

o! o*ten %ust &eo&le think o* continuous i%&ro0e%ent( E+ery (ee: E0er# %inute E+ery mont' E+ery year

Question No: 1;

( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ is TRCE a$out "ualit#( ;e#ers to t'e properties o# t'e measurement su ' as pre ision& ,ias& *ete tion limit& an* ot'er rele+ant measures T'e aspe t in ('i ' a t'ing is measura,le in terms o# greater& less& or e2ual or o# in reasing or *e reasing magnitu*e 5on*or%ance to re"uire%ents an' the totalit# o* *eatures an' characteristics o* a &ro'uct or ser0ice that $ear on its a$ilit# to satis*# state' or i%&lie' nee's T'e totality o# #eatures an* 'ara teristi s o# a pro*u t or ser+i e t'at ,ear on its a,ility to satis#y state* or implie* nee*s Question No: 1> ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ re*ers to the conse"uences that 'etract *ro% %eetin/ one8s nee's( %on on#orman e 4on#orman e 3issatis#iers .acri*ices Question No: 1@ ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ consi'ers "ualit# as a *it *or use( Pro'ucerDs 0ie!

4ustomer<s +ie( ='olesaler1s +ie( ;etailer1s +ie( Question No: -A ( Marks: 1 ) - Please choose one

Durin/ !hich #ear !as the "ualit# 0ie!e' as a co%&etiti0e o&&ortunit#( 1920s 19>0s 1950s 1@>As Question No: -1 ( Marks: 1 ) - Please choose one

Accor'in/ to De%in/1 chain reaction an' &ro*ita$ilit# an' i%&ro0e%ent in "ualit# lea's to lo!er cost 'ue to !hich o* the *ollo!in/( ?ess re!ork1 *e!er %istakes an' *e!er 'ela#s an' sna/s More re(or:& more mista:es an* more *elays an* snags More re(or:& more mista:es an* #e(er *elays an* snags 9e(er *elays an* snags& more mista:es an* less re(or: Question No: -( Marks: 1 ) - Please choose one

The "ualit# /urus &ro%ote' /ui'in/ &rinci&les o* total "ualit#E 3hat !ere their insi/hts *or "ualit#( Measurement& management& an* impro+ement

Measurement& ontrol an* management Management& planning& an* impro+ement Management& ontrol& an* impro+ement Question No: -2 ( Marks: 1 ) - Please choose one

3hen !ere the $eha0ioral theories 'e0elo&e'( 19>0s 19?0s 1950s 1@9As Question No: -4 ( Marks: 1 ) - Please choose one

The e%&eror !ho a!ar'e' Furan1 !ith GOr'er o* the .acre' Treasure %e'al8 $elon/e' to !hich countr#( %or(ay @or*on 3enmar: Fa&an Question No: -7 ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ "ualit# lea'ers sai' that "ualit# is *ree an' con*or%ance to custo%er re"uire%ents( 0rman* 9eigen,aum =A E*(ar*s 3eming

@osep' @uran Phili& 5ros$# Question No: -9 ( Marks: 1 ) - Please choose one

Furan a'0ocates a ne0er-en'in/ s&iral o* acti0ities that inclu'es all o* the *ollo!in/ EX5EPT: "ro*u t *e+elopment =or:ers Ins&ection an' testin/ "ur 'asing Question No: -; ( Marks: 1 ) - Please choose one

In TQM1 !hat 'oes the acron#% MHNQA stan' *or( Malcol% Hal'ri/e National Qualit# A!ar' Maslo( /loom %ational Quantity 0(ar* Mary,et' /an*it %ational Quality 0(ar* Me*i are /ene#its %ational Quality 0(ar* Question No: -> ( Marks: 1 ) - Please choose one

The E6QM E,cellence Mo'el re*ers its scorin/ %etho'olo/# as RADARE 3hat 'oes RADAR stan' *or( Results1 A&&roach1 De&lo#%ent1 Assess%ent an' Re0ie! ;a*io 3ete tion an* ;anging& ;ig'ts& 0+aila,ility& 3istri,ution 0nalysis an* ;eporting

;ele+ant& 0ppropriate& 3istin ti+e& 0 'ie+a,le an* ;ealisti ;esear '& 0ttitu*e& 3eli+ery& 0ttitu*e an* ;elations'ips Question No: -@ ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ &ro0i'es /ui'elines *or au'it in/ "ualit# %ana/e%ent an'+or en0iron%ental %ana/e%ent s#ste%s( BS. 19011 BS. 900? BS. 9001 I.O @AAA Question No: 2A ( Marks: 1 ) - Please choose one

3hich o* the *ollo!in/ %o'els 'oes not re*lect &rocesses at a 'etaile' le0el1 $ut co0ers all the contents o* the I.O .tan'ar'( Mo'el o* a &rocess-$ase' "ualit# %ana/e%ent s#ste% "ro*u t-,ase* en+ironmental management system "ro*u t-,ase* assuran e mo*el T'e European 9oun*ation Quality mo*el Question No: 21 ( Marks: 7 )

Furan 'e*ines "ualit# as itness *or useIE 5o%%ent on this state%entE Question No: 2( Marks: 1A )

?ist 'o!n the &rinci&les o* total "ualit#E E,&lain continuous i%&ro0e%ent an' learnin/ &rinci&leE (Marks)9J4)

Total Qualit# Mana/e%ent K MLT71A Qui::es cession s&rin/--A1A .ol0e' $# Tari" Meh%oo'

Note: 5hoices !ith %arke' M are 0eri*ie' ans!ers Qui: noE1

Question C 1 o# 15 ( Start timeD 11D02D05 "M ) Total Mar:sD 1 Bn total 2uality perspe ti+e& 2uality planning& an* strategi ,usiness planning are treate* as ('i ' o# t'e #ollo(ingE 3i##erent M5onsistent Bn*istinguis'a,le 3issimilar Question C 2 o# 15 ( Start timeD 11D0>D1> "M ) Total Mar:sD 1 T'e mar:eting team o# a ompany arrie* out a sur+ey on erning expe tations o# t'e ustomers #rom t'e pro*u tA ='at s'oul* ,e t'e pro*u t *e+elopment *epartment o# t'e ompany *esignE MThe &ro'uct %eetin/ re"uire%ents o* the custo%ers T'e pro*u t meeting re2uirements o# t'e *istri,utors T'e pro*u t meeting re2uirements o# t'e management T'e pro*u t meeting re2uirements o# t'e s'are'ol*ers

Question C > o# 15 ( Start timeD 11D0?D29 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing results in lo( ostsE M i/h &ro'ucti0it# an' hi/h ca&acit# utili:ation 6o( pro*u ti+ity an* lo( apa ity utili-ation 6o( pro*u ti+ity an* 'ig' apa ity utili-ation 5ig' pro*u ti+ity an* lo( apa ity utili-ation

Question C ? o# 15 ( Start timeD 11D05D>5 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing are generally easy to *ete t using statisti al met'o*s& an* it is usually e onomi al to remo+e t'emE

M5o%%on causes Spe ial auses Bmpli it auses 0ssigna,le auses

Question C 5 o# 15 ( Start timeD 11D0FD10 "M ) Total Mar:sD 1 ='i ' one o# t'e #ollo(ing *epi ts #eature& ('i ' is a *imension o# 2ualityE

"ro*u t loo:s an* soun*s /ran* name an* pri e /ells an* ('istles o# t'e pro*u t MA$ilit# to re&air a &ro'uct

Question C G o# 15 ( Start timeD 11D0HD>F "M ) Total Mar:sD 1 3uring ('i ' entury& t'e manu#a turers ,egan to in lu*e 2uality pro esses in 2uality pra ti esE 1Ft' entury 1Ht' entury 19t' entury M-Ath centur#

Question C F o# 15 ( Start timeD 11D09D?F "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing mo*els 'as t'e +ie(point t'at 'ange an* learning are +alue* in t'emsel+esE

MOr/anis% %o'el Me 'anisti mo*el 4ultural mo*el Total Quality mo*el

Question C H o# 15 ( Start timeD 11D11D19 "M ) Total Mar:sD 1 0#ter t'e (ar& 3eming (as in+ite* to ('i ' o# t'e #ollo(ing ountriesE

Germany MFa&an 9ran e

4'ina

Question C 9 o# 15 ( Start timeD 11D12D?G "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements is T;7E #or t'e organi-ations #o using pro,lemsol+ing an* ontinuous impro+ementE

9ail to emp'asi-e error pre+ention an* *esign 2uality M6ail to *ocus on !hat is trul# i%&ortant to the custo%er 9ail to i*enti#y t'e ,est times a,out t'e situation in t'e past 9ail to integrate all organi-ational #un tions

Question C 10 o# 15 ( Start timeD 11D1?D0G "M ) Quality applies to ('i ' aspe t(s) o# t'e organi-ationE

Total Mar:sD 1

"ro*u ts only "ro*u ts an* ser+i es "eople an* pro*u t MPro'ucts1 ser0ices1 an' &eo&le

Question C 11 o# 15 ( Start timeD 11D1?D>H "M )

Total Mar:sD 1

='i ' o# t'e #ollo(ing statements 'ol*s true #or 2uality assuran eE

Top management<s intention regar*ing 2uality 9un tions *etermining implementation o# t'e 2uality poli y

MActions to &ro0i'e con*i'ence o* satis*#in/ "ualit# re"uire%ents ;esponsi,ilities an* pro esses& ('i ' implement 2uality management

Question C 12 o# 15 ( Start timeD 11D1GD0H "M )

Total Mar:sD 1

='i ' o# t'e #ollo(ing mo*els re#le t 'ori-ontal pro esses ,eginning (it' suppliers an* en*ing (it' ustomersE

.rganism mo*el Me 'anisti mo*el 4ultural mo*el MTotal Qualit# %o'el

Question C 1> o# 15 ( Start timeD 11D1FD1? "M )

Total Mar:sD 1

='i ' o# t'e #ollo(ing is on erne* a,out 2uality #or a 'ie+ement o# TQME

T'e Managing 3ire tor T'e .perati+e T'e Quality Manager ME0er#one in the or/ani:ation

Question C 1? o# 15 ( Start timeD 11D1HD>9 "M )

Total Mar:sD 1

='i ' one o# t'e #ollo(ing *epi ts *ura,ility I a *imension o# 2ualityE

Exterior #inis'

Quality o# (or: MCse*ul li*e Ease o# repair

Question C 15 o# 15 ( Start timeD 11D19D>G "M )

Total Mar:sD 1

J%ot gi+ing respe t to ot'er people1s ontri,utionsJ& *epi ts ('i ' o# t'e #ollo(ing sel#oriente* ,e'a+iorE

3i+erting Ex lu*ing MHelittlin/ /lo :ing

Qui: No E('i ' entury& t'e manu#a turers ,egan to in lu*e 2uality pro esses in 2uality pra ti esE 1Ft' entury 1Ht' entury 19t' entury M-Ath centur#

Bn t'e ne( para*igm& managers +ie( error as ('i ' one o# t'e #ollo(ingE 0 t'reat 0 su,stitute MAn o&&ortunit#

0n en*

='ose on epts are re#erre* to as statisti al 2uality ontrol (SQ4)E M.he!hart8s 3eming1s @uran1s 4ros,y1s

Bn ('i ' o# t'e #ollo(ing operations great *eal o# +ariations an o urE MManu*acturin/ 3istri,ution "ur 'asing Selling

='i ' o# t'e #ollo(ing are generally easy to *ete t using statisti al met'o*s& an* it is usually e onomi al to remo+e t'emE M5o%%on causes Spe ial auses Bmpli it auses 0ssigna,le auses

='o argue* t'at ,eauty oul* ,e un*erstoo* only a#ter exposure to a series o# o,8e ts t'at *isplay its 'ara teristi sE 3ru :er

4ros,y 3eming MPlato

3uring ('i ' (ar& 3eming taug't 2uality ontrol ourses as part o# t'e national *e#ense e##ortsE =orl* =ar B M3orl' 3ar II Mexi an-0meri an =ar T'e 4i+il =ar

='i ' one o# t'e #ollo(ing *epi ts #eature& ('i ' is a *imension o# 2ualityE "ro*u t loo:s an* soun*s /ran* name an* pri e /ells an* ('istles o# t'e pro*u t MA$ilit# to re&air a &ro'uct

T'e ma8ority o# a*+ertisers appeal t'e pu,li on t'e ,asis o# ('i ' o# t'e #ollo(ingE MQualit# o* &ro'uct Quality o# sta## Bn#eriority o# pro*u t Bn#eriority o# ser+i e

T'e stan*ar*s #or output ,ase* on 2uality an* ustomer-ser+i e re2uirements t'at originate at t'e organi-ational an* pro ess le+els in lu*e re2uirements #or all o# t'e #ollo(ing EK4E"TD 0 ura y Bnno+ation Timeliness Turno0er

J%ot gi+ing respe t to ot'er people1s ontri,utionsJ& *epi ts ('i ' o# t'e #ollo(ing sel#oriente* ,e'a+iorE 3i+erting Ex lu*ing MHelittlin/ /lo :ing

0#ter t'e (ar& 3eming (as in+ite* to ('i ' o# t'e #ollo(ing ountriesE Sele t orre t optionD Germany MFa&an 9ran e 4'ina

='i ' o# t'e #ollo(ing results in lo( ostsE M i/h &ro'ucti0it# an' hi/h ca&acit# utili:ation 6o( pro*u ti+ity an* lo( apa ity utili-ation

6o( pro*u ti+ity an* 'ig' apa ity utili-ation 5ig' pro*u ti+ity an* lo( apa ity utili-ation

T'e ustomer +alue strategy may ,e a**resse* in ('i ' o# t'e #ollo(ing topi sE "ro8e ts "ro*u ts M .er0ices Measurement

='o *e+elope* Quality 9un tion 3eployment (Q93)E 9re*eri : Taylor @osep' MA @uran MNE Akao 0rman* 9eigen,aum TQM Qui: no 2

Question C 1 o# 15 ( Start timeD 12D??D29 "M ) Total Mar:sD 1 o! the Hal'ri/e A!ar' reco/ni:es the i%&ortance o* total "ualit# &rinci&les( T'roug' in*epen*en e (it' o+erall ,usiness planning T'roug' a no relation (it' o+erall ,usiness planning MThrou/h inte/ration !ith o0erall $usiness &lannin/ T'roug' *epen*en e (it' o+erall ,usiness planning

Question C 2 o# 15 ( Start timeD 12D?5D>> "M ) Total Mar:sD 1 3hich o* the *ollo!in/ %o'els consi'ers the /oal o* %eetin/ in'i0i'ual nee's( .rganism mo*el Me 'anisti mo*el M5ultural %o'el Total Quality mo*el

Question C > o# 15 ( Start timeD 12D?GD2G "M ) Total Mar:sD 1 All o* the *ollo!in/ are the initial consi'erations in the $usiness s#ste% chan/e EX5EPT: Measuring t'e ,usiness system as a ('ole Setting ore o,8e ti+es o# t'e ,usiness 7n*erstan*ing t'e en+ironmental situation in ('i ' t'e ,usiness operates M5easin/ resources *or &er*or%in/ acti0ities to achie0e $usiness o$Becti0es oshin Oanri a&&roach to

Question C ? o# 15 ( Start timeD 12D?FD?H "M ) Total Mar:sD 1 3ho ar/ue' that $eaut# coul' $e un'erstoo' onl# a*ter e,&osure to a series o* o$Bects that 'is&la# its characteristics( 3ru :er 4ros,y 3eming MPlato Question C 5 o# 15 ( Start timeD 12D?HD1F "M ) Total Mar:sD 1 3hich o* the *ollo!in/ state%ents is TRCE *or I.O @AAA(

MDescri$es the &rinci&les o* a "ualit# %ana/e%ent s#ste% an' 'e*ines the ter%inolo/# 3es ri,es t'e re2uirements relati+e to a 2uality management system eit'er #or internal use or #or ontra tual or erti#i ation purposes Bnten*e* #or internal use an* not #or ontra tual purposes& #o uses parti ularly on ontinually impro+ing per#orman e 4ontains t'e gui*elines #or au*iting 2uality management an*!or en+ironmental management systems

Question P 9 o* 17 ( .tart ti%e: 1-:4@:2@ PM ) Total Marks: 1 3hich o* the *ollo!in/ state%ents hol's true *or "ualit# assurance( Top management<s intention regar*ing 2uality 9un tions *etermining implementation o# t'e 2uality poli y MActions to &ro0i'e con*i'ence o* satis*#in/ "ualit# re"uire%ents ;esponsi,ilities an* pro esses& ('i ' implement 2uality management

Question C F o# 15 ( Start timeD 12D51D05 "M ) Total Mar:sD 1 3hich o* the *ollo!in/ is an ans!er to the .econ' A$solute o* Qualit# Mana/e%ent as su%%ari:e' $# 5ros$#Q !hat s#ste% is nee'e' to cause "ualit#(

4on#orman e to re2uirements MPre0ention Lero *e#e ts "ri e o# non on#orman e

Question P > o* 17 ( .tart ti%e: 1-:7-:12 PM ) Total Marks: 1

All o* the *ollo!in/ are the reasons !h# Total Qualit# Mana/e%ent &ro/ra%s are not &roli*ic *or %an# co%&anies1 EX5EPT:

TQM #o uses on minimum stan*ar*s TQM *e+elops its o(n um,ersome ,ureau ra y TQM 'as no pla e #or lo+e an* passion MTQM *ocuses on custo%ers an' stakehol'ers

Question P @ o* 17 ( .tart ti%e: 1-:72:17 PM ) Total Marks: 1 3hat is the other na%e use' *or De%in/ 5#cle(

M.he!hart c#cle "ro*u t li#e y le 3ata li#e y le management Bn#ormation li#e y le management

Question P 1A o* 17 ( .tart ti%e: 1-:74:17 PM ) Total Marks: 1 3hat is necessar# *or a s#ste% to $e e**ecti0e(

MThe co%&onents o* an# s#ste% %ust !ork to/ether *or the s#ste% T'e omponents o# any system must not (or: toget'er #or t'e system T'e omponents o# any system s'oul* not ,e organi-e* #or t'e system T'e omponents o# any system s'oul* pro+i*e *isruption #or t'e system

Question P 11 o* 17 ( .tart ti%e: 1-:77:A> PM ) Total Marks: 1 3hich o* the *ollo!in/ is NOT the criterion un'er 5ana'ian A!ar's *or Husiness E,cellence(

6ea*ers'ip MPlannin/ *or contraction "ro ess optimi-ation Supplier #o us

Question P 1- o* 17 ( .tart ti%e: 1-:79:2- PM ) Total Marks: 1 3hich o* the *ollo!in/ is true *or su$s#ste%s( T'ese are not lin:e* toget'er as internal ustomers an* suppliers T'ese are lin:e* toget'er as external ustomers an* suppliers T'ese are lin:e* toget'er as external an* internal ustomers an* suppliers MThese are linke' to/ether as internal custo%ers an' su&&liers

Question P 12 o* 17 ( .tart ti%e: 1-:7>:AA PM ) Total Marks: 1 3hat is the relationshi& $et!een Ishika!a an' De%in/( Son an* #at'er %ep'e( an* un le M.tu'ent an' teacher Gran*son an* gran*#at'er

Question P 14 o* 17 ( .tart ti%e: 1-:7>:71 PM ) Total Marks: 1

3hich o* the *ollo!in/ state%ents is TRCE *or little "(

M.tri0in/ *or "ualit# in a li%ite' or s&eci*ic area Sear 'ing #or spe i#i lines o# text ontaining a parti ular pattern Mat 'ing rules en o*e* in a string a or*ing to ertain syntax rules Gi+ing om,ination o# +alues #or t'e #ree +aria,les

Question P 17 o* 17 ( .tart ti%e: A1:AA:14 PM ) Total Marks: 1 The 5a&a$ilit# Maturit# Mo'el can hel& in all o* the *ollo!in/ EX5EPT:

Setting pro ess impro+ement goals an* priorities "ro+i*ing gui*an e #or 2uality pro esses "ro+i*ing a yar*sti : #or assessing urrent pra ti es 3o umenting pro e*ures as to 'o( t'e +arious pro esses #or *esign operate

Qui: no ---2

Question C 1 o# 15 ( Start timeD 11D5GD02 "M ) Total Mar:sD 1 T'e ustomer +alue strategy may ,e a**resse* in ('i ' o# t'e #ollo(ing topi sE Sele t orre t optionD

"ro8e ts "ro*u ts

Ser+i es MMeasure%ent

Question C 2 o# 15 ( Start timeD 11D5FD11 "M ) Total Mar:sD 1 ='o is :no(n as a #at'er o# mo*ern-*ay statisti al 2uality ontrolE Sele t orre t optionD

M.he!hart 3eming @uran 4ros,y

Question C > o# 15 ( Start timeD 11D5FD?0 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing #orms t'e ,asis o# TQM as an organi-ation (i*e pro essE Sele t orre t optionD

%ot using t'e resour es o# t'e total organi-ation properly .rgani-ational #lexi,ility an* response to 'ange %ot ,oun* in ,usiness relations'ips %ot measuring ontinuous impro+ement

Question C ? o# 15 ( Start timeD 11D5HD5? "M ) Total Mar:sD 1 5o( s'oul* t'e ,en 'mar:ing o# in*i+i*ual pro esses as (ell as ustomer satis#a tion ,e employe*E

Sele t orre t optionD

0s a stan*ar* tool 0s a *e#e ti+e tool MAs an i%&ro0e%ent tool 0s an instrumental tool

Question C 5 o# 15 ( Start timeD 11D59D>9 "M ) Total Mar:sD 1 B*enti#y t'e example o# pre+ention ostsA Sele t orre t optionD

MQualit# &lannin/ ;e-inspe tion "ro*u t re alls 4ustomer returns

Question C G o# 15 ( Start timeD 12D00D51 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is %.T in lu*e* in t'e BS. registration pro essE Sele t orre t optionD

3o ument re+ie( ,y t'e registrar o# t'e 2uality system *o uments or 2uality manual "re-assessment& ('i ' i*enti#ies potential non omplian e in t'e 2uality system or in t'e *o umentation

MRe0ie! the &ro/ra% 'escri&tions an' select the &ro/ra%(s) that !ill ena$le #ou to contri$ute %ore to #our or/ani:ation 0ssessment ,y a team o# t(o or t'ree au*itors o# t'e 2uality system an* its *o umentation Question C F o# 15 ( Start timeD 12D02D1> 0M ) Total Mar:sD 1 ='o ma*e some salient o,ser+ations a,out t'e #ailure to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

M.choltes 3eming @uran 4ros,y

Question C H o# 15 ( Start timeD 12D02D5G 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing results in lo( ostsE Sele t orre t optionD

M i/h &ro'ucti0it# an' hi/h ca&acit# utili:ation 6o( pro*u ti+ity an* lo( apa ity utili-ation 6o( pro*u ti+ity an* 'ig' apa ity utili-ation 5ig' pro*u ti+ity an* lo( apa ity utili-ation

Question C 9 o# 15 ( Start timeD 12D0>D?F 0M ) Total Mar:sD 1 5o( an t'e 2uality ,e ompute*E

Sele t orre t optionD

Quality = Expe tation!"er#orman e Quality = "er#orman e!Expe tation Quality = "er#orman e$Expe tation Qualit# ) Per*or%ance-E,&ectation

Question C 10 o# 15 ( Start timeD 12D05D1? 0M ) Total Mar:sD 1 3o umentation an* *ata on existing pro*u ts& are an example ('i ' o# t'e #ollo(ingE Sele t orre t optionD

External inputs MInternal in&uts Eit'er internal or external inputs %eit'er internal nor external inputs

Question C 11 o# 15 ( Start timeD 12D0GD19 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+iorE Sele t orre t optionD

MT#&ical A%erican MHO s#ste% Typi al @apanese M/. system

Typi al 4'inese M/. system 7n ommon 4'inese M/. system

Question C 12 o# 15 ( Start timeD 12D0FD0H 0M ) Total Mar:sD 1 ='o *e+elope* Quality 9un tion 3eployment (Q93)E Sele t orre t optionD

9re*eri : Taylor @osep' MA @uran MNE Akao 0rman* 9eigen,aum

Question C 1> o# 15 ( Start timeD 12D0HD0G 0M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e examples o# appraisal osts EK4E"TD Sele t orre t optionD

Quality measurement riteria Quality impro+ement pro8e ts 6a,oratory a eptan e testing Bnspe tion an* testing

Question C 1? o# 15 ( Start timeD 12D09D>> 0M ) Total Mar:sD 1 Bn or*er to a 'ie+e t'e o,8e ti+es an* stimulate inno+ation& ('at t'e organi-ation s'oul* en ourageE

Sele t orre t optionD

The in0ol0e%ent o* its hu%an resource T'e in+ol+ement o# its pro ess T'e in+ol+ement o# its system T'e in+ol+ement o# its apital

Question C 15 o# 15 ( Start timeD 12D10D?9 0M ) Total Mar:sD 1 5o( t'e re2uirements #or *o umentation an* re or*s may not ariseE Sele t orre t optionD

4ontra tual re2uirements #rom t'e ustomer or ot'er intereste* parties 0 eptan e o# international& national& regional an* in*ustry se tor stan*ar*s MIrrele0ant statutor# an' re/ulator# re"uire%ents 3e isions ,y t'e organi-ation Qui: no 2 Question C 1 o# 15 ( Start timeD 12D1HD?5 0M ) Total Mar:sD 1 0t ('i ' le+el& *oes t'e 2uality on ern enters on meeting internal ustomer re2uirementsE Sele t orre t optionD

.rgani-ational le+el "er#ormer le+el "ro ess le+el

"ro*u tion le+el Question C 2 o# 15 ( Start timeD 12D20D12 0M ) Total Mar:sD 1 ='o is :no(n as a #at'er o# mo*ern-*ay statisti al 2uality ontrolE Sele t orre t optionD

M.he!hart 3eming @uran 4ros,y Question C > o# 15 ( Start timeD 12D20D?> 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is T;7E #or 'ig'er osts o# 2ualityE Sele t orre t optionD

3oing t'e (rong t'ing in t'e (rong (ay 3oing t'e (rong t'ing in t'e rig't (ay 3oing t'e rig't t'ing in t'e (rong (ay 3oing t'e rig't t'ing in t'e rig't (ay

Question C ? o# 15 ( Start timeD 12D22D09 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing on epts an* tools an ,e use* to assess internal ustomer nee*s an* to ommuni ate internal supplier apa,ilitiesE Sele t orre t optionD

9inan ial

Management MMarketin/ "ro*u tion Question C 5 o# 15 ( Start timeD 12D2>D02 0M ) Total Mar:sD 1 T'e management representati+es appointe* an* gi+en aut'ority ,y t'e senior management are #or all o# t'e #ollo(ing EK4E"TD Sele t orre t optionD

Managing Mishan'lin/ E+aluating 4oor*inating Question C G o# 15 ( Start timeD 12D2?D20 0M ) Total Mar:sD 1 T'e management preser+es t'e on#ormity o# pro*u ts *uring internal pro essing an* #inal *eli+eryA ='i ' o# t'e #ollo(ing is in lu*e* in su ' preser+ationE Sele t orre t optionD

an'lin/ 0,olition ;is: S'rin:ing Question C F o# 15 ( Start timeD 12D25D>G 0M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e ,asi re2uirements o# BS. 9000 EK4E"TD Sele t orre t optionD

0 *o umente* 2uality system 4onsistent a*'eren e to t'e *o umente* 2uality system 4'e : to see t'at t'e plan (as arrie* out 5usto%ers an' &rocesses $e 'is&lease' Question C H o# 15 ( Start timeD 12D2GD50 0M ) Total Mar:sD 1 3uring 1990s& t'e #ollo(ing institution(s) ,egan to pay in rease attention to 2ualityA Sele t orre t optionD

E*u ation an* 'ealt' are only ME'ucation1 health care1 an' /o0ern%ent 5ealt' are an* go+ernment only Go+ernment an* #inan ial institutions only Question C 9 o# 15 ( Start timeD 12D2FD?F 0M ) Total Mar:sD 1 ='i ' one o# t'e #ollo(ing *epi ts relia,ility I a *imension o# 2ualityE Sele t orre t optionD

/ells an* ('istles o# t'e pro*u t Meetin/ s&eci*ications 0+erage time #or t'e unit to #ail Quality o# (or: Question C 10 o# 15 ( Start timeD 12D29D0F 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing mo*els onsi*ers t'e goal o# organi-ational e##i ien y an* per#orman eE Sele t orre t optionD

.rganism mo*el MMechanistic %o'el 4ultural mo*el Total Quality mo*el

Question C 11 o# 15 ( Start timeD 12D29D5G 0M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e examples o# external #ailure osts EK4E"TD Sele t orre t optionD

"ro essing ustomer omplaints 4ustomer returns =arranty laims MQualit# &lannin/ Question C 12 o# 15 ( Start timeD 12D>0D>? 0M ) Total Mar:sD 1 B*enti#y t'e example o# external #ailure ostsA Sele t orre t optionD

Quality planning ;e-inspe tion Material re+ie( M5usto%er returns Question C 1> o# 15 ( Start timeD 12D>1D>5 0M ) Total Mar:sD 1

0ll o# t'e #ollo(ing are t'e groun*s to gi+e ,irt' to total 2uality approa ' EK4E"TD Sele t orre t optionD

.,session (it' 2uantity 4on#usion an* poor lea*ers'ip One e%&lo#ee in char/e "oliti al *isor*er

Question C 1? o# 15 ( Start timeD 12D>2D59 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is +ie(e* as a 4onsistent "airE Sele t orre t optionD

BS. 9000 an* BS. 900? BS. 19HF an* BS. 1992 BS. 1992 an* BS. 199F MI.O @AA1 an' I.O @AA4 Question C 15 o# 15 ( Start timeD 12D>>D?0 0M ) Total Mar:sD 1 Bn ('i ' entury& t'e 7S ,ro:e #urt'er #rom t'e European tra*ition an* a*opte* a ne( management approa ' *e+elope* ,y 9re*eri : =A TaylorE Sele t orre t optionD

1Ft' entury 1Ht' entury M1@th centur#

20t' entury

Ne,t Qui:

1A 0ll o# t'e #ollo(ing are t'e groun*s to gi+e ,irt' to total 2uality approa ' EK4E"TD 0A .,session (it' 2uantity /A 4on#usion an* poor lea*ers'ip 4A .ne employee in 'arge DE Political 'isor'er 2A ='i ' o# t'e #ollo(ing (as *e+elope* ,y Motorola to impro+e its pro esses ,y minimi-ing *e#e tsE 0A BS. 9000 HE M.i, si/%a 4A QS 9000 3A TQM >A Quality applies to ('i ' aspe t(s) o# t'e organi-ationE 0A "ro*u ts only /A "ro*u ts an* ser+i es 4A "eople an* pro*u t DE MPro'ucts1 ser0ices1 an' &eo&le ?A ='i ' o# t'e #ollo(ing statements is T;7E a,out 3eming1s p'ilosop'yE AE MIt is $ase' on i%&ro0in/ &ro'ucts an' ser0ices $# re'ucin/ uncertaint# an' 0aria$ilit# in the 'esi/n an' %anu*acturin/ &rocesses /A Quality is eit'er or not present in t'e ('ole organi-ationN t'at 2uality is t'e responsi,ility o# e+eryone in t'e organi-ation 4A Bn reasing on#orman e to spe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,y statisti al tools #or analysis 3A Bn reasing loss& #or t'e pro*u er& t'e ustomer& an* so iety& asso iate* (it' in reasing +aria,ility #rom a target +alue 5A ='i ' o# t'e #ollo(ing statements& in relation to system& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE AE MThe# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s /A T'ey *o not :no( ('en expe tations are realisti 4A T'ey *o not un*erstan* moti+ation!('y people *o ('at t'ey *o 3A T'ey *o not :no( 'o( to plan an* a omplis' learning an* impro+ement

GA J"ro,lems (ill remain unsol+e*& *espite t'eir ,est e##ortsAJ ='en t'is (ill 'appenE 0A ='en people *on1t un*erstan* systems /A ='en people *on1t un*erstan* psy 'ology 4A ='en people *on1t un*erstan* +ariation DE M3hen &eo&le 'on8t un'erstan' the theor# o* kno!le'/e FA ='i ' stage in t'e S'e('art 4y le implements t'e 'ange on a small s aleE AE MDo sta/e /A 0 t stage 4A "lan stage 3A 4'e : stage HA ='i ' o# t'e #ollo(ing s *etermining ('at to ontrol& esta,lis'ing units o# measurement so t'at *ata may ,e o,8e ti+ely e+aluate*E 0A Quality impro+ement /A Quality planning 5E MQualit# control 3A Quality pro ess 9A 0ll o# t'e #ollo(ing steps are re2uire* #or 2uality planning EK4E"TD 0A 3etermine ('o t'e ustomers are /A 3eploy t'e plans to operational le+els 4A B*enti#y ustomers1 nee*s DE MAssess actual "ualit# &er*or%ance 10A ='i ' o# t'e #ollo(ing is an ans(er to t'e 9irst 0,solute o# Quality Management as summari-e* ,y 4ros,yN ('at is 2ualityE AE M5on*or%ance to re"uire%ents /A "re+ention 4A Lero *e#e ts 3A "ri e o# non on#orman e %ext Qui-D Question C 1 o# 15 ( Start timeD 09D5?D15 "M ) Total Mar:sD 1 Quality applies to ('i ' aspe t(s) o# t'e organi-ationE Sele t orre t optionD

"ro*u ts only

"ro*u ts an* ser+i es "eople an* pro*u t Pro'ucts1 ser0ices1 an' &eo&le Question C 2 o# 15 ( Start timeD 09D55D01 "M ) Total Mar:sD 1 @uran *e#ines 2uality as O#itness #or usePA T'is an ,e ,ro:en *o(n into 'o( many ategoriesE Sele t orre t optionD

9i+e M6our T'ree T(o

Question C > o# 15 ( Start timeD 09D5GD2? "M ) Total Mar:sD 1 5o( many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*elE Sele t orre t optionD

9our M6i0e Six Se+en Question C ? o# 15 ( Start timeD 09D5FD11 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is a unit #or measuring pro ess per#orman e a or*ing to tra*itional +ie( o# 2ualityE

Sele t orre t optionD

E##e ti+e parts per t'ousan* pro*u e* 3e#e ti+e parts per t'ousan* pro*u e* E##e ti+e parts per 'un*re* pro*u e* MDe*ecti0e &arts &er hun're' &ro'uce'

Question C 5 o# 15 ( Start timeD 09D5HD2F "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements& in relation to system& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

MThe# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s T'ey *o not :no( ('en expe tations are realisti T'ey *o not un*erstan* moti+ation!('y people *o ('at t'ey *o T'ey *o not :no( 'o( to plan an* a omplis' learning an* impro+ement

Question C G o# 15 ( Start timeD 09D59D10 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements& in relation to +ariation& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

T'ey see e+ents as in*i+i*uals1 in i*ents rat'er t'an t'e net result o# many intera tions an* inter*epen*ent #or es MThe# 'o not kno! the 'i**erence $et!een &re'iction1 *orecastin/1 an' /uess!ork

T'ey reate yni ism& *emorali-ation& *e-moti+ation& guilt& resentment& ,urnout& ra-iness& an* turno+er T'ey *o not un*erstan* t'e *i##eren e ,et(een impro+ement an* 'ange

Question C F o# 15 ( Start timeD 10D00D1H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing mo*els 'as a +erti al 'ain o# omman*E Sele t orre t optionD

.rganism mo*el MMechanistic %o'el 4ultural mo*el Total Quality mo*el Question C H o# 15 ( Start timeD 10D01D19 "M ) Total Mar:sD 1 ='at (as t'e role o# 2uality pro#essionals *uring 1H00sE Sele t orre t optionD

Trou,les'ooting an* t'e appli ation o# statisti al met'o*s MIns&ection1 sortin/1 countin/1 an' /ra'in/ Quality measurement& 2uality planning& an* program *esign Goal setting& e*u ation an* training& an* program *esign Question C 9 o# 15 ( Start timeD 10D02D25 "M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e ma8or ategories an* items (it'in ea ' ategory o# 4ana*ian 0(ar*s #or /usiness Ex ellen e EK4E"TD Sele t orre t optionD

4ustomer #o us Distri$utor *ocus "eople #o us Supplier #o us Question C 10 o# 15 ( Start timeD 10D0>D?? "M ) Total Mar:sD 1 5o( t'e /al*rige 0(ar* re ogni-es t'e importan e o# total 2uality prin iplesE Sele t orre t optionD

T'roug' in*epen*en e (it' o+erall ,usiness planning T'roug' a no relation (it' o+erall ,usiness planning MThrou/h inte/ration !ith o0erall $usiness &lannin/ T'roug' *epen*en e (it' o+erall ,usiness planning Question C 11 o# 15 ( Start timeD 10D0?D1G "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing in+ol+es *etermining ('at to ontrol& esta,lis'ing units o# measurement so t'at *ata may ,e o,8e ti+ely e+aluate*E Sele t orre t optionD

Quality impro+ement Quality planning MQualit# control Quality pro ess Question C 12 o# 15 ( Start timeD 10D0?D55 "M ) Total Mar:sD 1 0#ter t'e (ar& 3eming (as in+ite* to ('i ' o# t'e #ollo(ing ountriesE

Sele t orre t optionD

Germany MFa&an 9ran e 4'ina Question C 1> o# 15 ( Start timeD 10D05D25 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing organi-ations 'as a little 'an e o# sur+i+alE Sele t orre t optionD

=it' no orporate p'ilosop'y a,out 'o( to reate long-term ustomer loyalty =it' no orporate o,8e ti+es a,out 'o( to reate long-term ustomer loyalty =it' no mission a,out 'o( to reate long-term ustomer loyalty M3ith no 0ision a$out ho! to create lon/-ter% custo%er lo#alt#

Question C 1? o# 15 ( Start timeD 10D0GD?F "M ) Total Mar:sD 1 ='o suggeste* t'at t'ere are t'ree ategories o# per#orman eE Sele t orre t optionD

Tagu 'i Taylor Bs'i:a(a MDe%in/

Question C 15 o# 15 ( Start timeD 10D0FD19 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements 'ol*s true #or 2uality assuran eE Sele t orre t optionD

Top management<s intention regar*ing 2uality 9un tions *etermining implementation o# t'e 2uality poli y MActions to &ro0i'e con*i'ence o* satis*#in/ "ualit# re"uire%ents ;esponsi,ilities an* pro esses& ('i ' implement 2uality management

Qui: NoE 2 (Talha)

Question C 1 o# 15 ( Start timeD 11D?>D>> 0M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements is T;7E a,out 3eming1s p'ilosop'yE Sele t orre t optionD

MIt is $ase' on i%&ro0in/ &ro'ucts an' ser0ices $# re'ucin/ uncertaint# an' 0aria$ilit# in the 'esi/n an' %anu*acturin/ &rocesses Quality is eit'er or not present in t'e ('ole organi-ationN t'at 2uality is t'e responsi,ility o# e+eryone in t'e organi-ation Bn reasing on#orman e to spe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,y statisti al tools #or analysis Bn reasing loss& #or t'e pro*u er& t'e ustomer& an* so iety& asso iate* (it' in reasing +aria,ility #rom a target +alue Question C 2 o# 15 ( Start timeD 11D??D22 0M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e ma8or *e ision areas in supply 'ain management EK4E"TD

Sele t orre t optionD

6o ation MPro'uction Bn+entory "ri ing

Question C > o# 15 ( Start timeD 12D11D5? "M ) Total Mar:sD 1 /y t'e mi* 19F0s& ('i ' mar:ets (ere penetrate* ,y t'e @apanese ompaniesE Sele t orre t optionD

M3estern %arkets Eastern mar:ets %ort'ern mar:ets Sout'ern mar:ets

Question C ? o# 15 ( Start timeD 12D12D>> "M ) Total Mar:sD 1 T'e input #or management re+ie( to examine t'e 2uality management system s'all in lu*e in#ormation a,out all o# t'e #ollo(ing EK4E"TD Sele t orre t optionD

Status o# pre+enti+e an* orre ti+e a tions 9ollo(-up a tions #rom pre+ious management re+ie(s

4'anges t'at oul* a##e t t'e 2uality management system MI%&ro0e%ent o* &ro'uct relate' to custo%er re"uire%ents

Question C 5 o# 15 ( Start timeD 12D1>D?F "M ) Total Mar:sD 1 @uran a*+o ates a ne+er-en*ing spiral o# a ti+ities t'at in lu*es all o# t'e #ollo(ing EK4E"TD Sele t orre t optionD

"ro*u t *e+elopment M3orkers Bnspe tion an* testing "ur 'asing

Question C G o# 15 ( Start timeD 12D1?D?2 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements is T;7E #or little 2E Sele t orre t optionD

M.tri0in/ *or "ualit# in a li%ite' or s&eci*ic area Sear 'ing #or spe i#i lines o# text ontaining a parti ular pattern Mat 'ing rules en o*e* in a string a or*ing to ertain syntax rules Gi+ing om,ination o# +alues #or t'e #ree +aria,les

Question C F o# 15 ( Start timeD 12D15D19 "M ) Total Mar:sD 1

='i ' o# t'e #ollo(ing is t'e Total Quality Tool t'at is simply a grap'i al representation o# an outline t'at presents a 'ain o# auses an* e##e tsE Sele t orre t optionD

5heck sheet 9is',one *iagram S atter *iagram "areto 'art Question C H o# 15 ( Start timeD 12D1GD>2 "M ) Total Mar:sD 1 ='o #oun* t'at teams are sel*om #ully use*& an* t'eir in*i+i*ual mem,ers are o#ten ompla entE Sele t orre t optionD

.a:lan* an* S 'ein MNe!all an' Dale 6e'r an* 4ox @uran an* S 'ein Question C 9 o# 15 ( Start timeD 12D1FD1? "M ) Total Mar:sD 1 T'e ustomer +alue strategy may ,e a**resse* in ('i ' o# t'e #ollo(ing topi sE Sele t orre t optionD

"ro8e ts "ro*u ts Ser+i es

MMeasure%ent

Question C 10 o# 15 ( Start timeD 12D1HD10 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing s'oul* ,e re+ie(e* ,y t'e organi-ation to i*enti#y re2uirements #or operations t'at reali-e pro*u ts or *eli+er ser+i es in or*er to ensure omplian e (it' spe i#i ationsE Sele t orre t optionD

Bna,ility to omply (it' ontra tual re2uirements MTrainin/ an' co%&etence o* &eo&le "ro,lem on eption Brrele+ant statutory an* regulatory re2uirements

Question C 11 o# 15 ( Start timeD 12D19D19 "M ) Total Mar:sD 1 ='o *e+elope* Quality 9un tion 3eployment (Q93)E Sele t orre t optionD

9re*eri : Taylor @osep' MA @uran MNE Akao 0rman* 9eigen,aum Question C 12 o# 15 ( Start timeD 12D20D15 "M ) Total Mar:sD 1 ='at are t'e BS. (Bnternational .rgani-ation #or Stan*ar*i-ation) series stan*ar*s #or in*ustries su ' as automo,ilesE Sele t orre t optionD

BS. 9000 BS. 1?000 MQ. @AAA 0S 9000

Question C 1> o# 15 ( Start timeD 12D21D?> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing s'oul* ,e use* as input to management re+ie( in or*er to ensure t'at ontinual impro+ement is t'e *ri+er #or organi-ational *e+elopmentE Sele t orre t optionD

MPer*or%ance in*or%ation "er#orman e management Et'i al per#orman e "er#orman e *e+elopment

Question C 1? o# 15 ( Start timeD 12D2>D02 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing are generally easy to *ete t using statisti al met'o*s& an* it is usually e onomi al to remo+e t'emE

M5o%%on causes Spe ial auses Bmpli it auses 0ssigna,le auses

Question C 15 o# 15 ( Start timeD 12D2?D2F "M ) Total Mar:sD 1 ='at is t'e o,8e ti+e o# a TQM systemE Sele t orre t optionD

M5ontinuous i%&ro0e%ent 4ontinual impro+ement /usiness impro+ement "ro ess impro+ement

Ne,t Qui:

Question C 1 o# 15 ( Start timeD 09D21D59 "M ) Total Mar:sD 1 /ase* in Gene+a& S(it-erlan*& Bnternational .rgani-ation #or Stan*ar*i-ation is a onsortium o# t'e national stan*ar* ,o*ies& ('i ' 'as 'o( many ountriesE

More than 1AA 6ess t'an 100 6ess t'an 90 6ess t'an H0

Question C 2 o# 15 ( Start timeD 09D2>D2F "M ) Total Mar:sD 1

='i ' o# t'e #ollo(ing is t'e ontri,utor to t'e (or: met'o* ause in t'e 'ouse paint peeling ause-an*-e##e t *iagramE Sele t orre t optionD

4'eap sol+ents Temperature 0 i* rain Paint o0er 'irt

Question C > o# 15 ( Start timeD 09D2?D2H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing on epts an* tools an ,e use* to assess internal ustomer nee*s an* to ommuni ate internal supplier apa,ilitiesE Sele t orre t optionD

9inan ial Management MMarketin/ "ro*u tion Question C ? o# 15 ( Start timeD 09D25D2F "M ) Total Mar:sD 1 T'e input #or management re+ie( to examine t'e 2uality management system s'all in lu*e in#ormation a,out all o# t'e #ollo(ing EK4E"TD Sele t orre t optionD

Status o# pre+enti+e an* orre ti+e a tions 9ollo(-up a tions #rom pre+ious management re+ie(s

4'anges t'at oul* a##e t t'e 2uality management system MI%&ro0e%ent o* &ro'uct relate' to custo%er re"uire%ents

Question C 5 o# 15 ( Start timeD 09D2GD2H "M ) Total Mar:sD 1 ='at t'e organi-ation must a omplis' to a 'ie+e t'e mission& ,y examination an* ategori-ation o# t'e impa tsE Sele t orre t optionD

4riti al su ess #a tors Oe# &rocess in'icators Bllegal an* poli y #a tors T'e enemy in*i ator

Question C G o# 15 ( Start timeD 09D2FD?> "M ) Total Mar:sD 1 ='o suggeste*& O0 2uality pro*u t is one t'at pro+i*es per#orman e or on#orman e at an a epta,le pri e or ostJE Sele t orre t optionD

4ros,y Bs'i:a(a MLar0in S'e('art

Question C F o# 15 ( Start timeD 09D2HD29 "M ) Total Mar:sD 1

Mar:eting resear ' arrie* out to :no( ('et'er t'e parti ular area s'oul* ,e o+ere* in t'is ourseA ='at t'e ourse instru tor s'oul* *e+elopE Sele t orre t optionD

MThe course %eetin/ re"uire%ents o* the uni0ersit# T'e ourse meeting re2uirements o# t'e instru tor T'e ourse meeting re2uirements o# t'e stu*ents T'e ourse meeting re2uirements o# t'e ,oo:seller

Question C H o# 15 ( Start timeD 09D>0D00 "M ) Total Mar:sD 1 7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y t'e operating ost management measurementE Sele t orre t optionD

T'e ustomer perspe ti+e T'e ,usiness pro ess perspe ti+e T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e

Question C 9 o# 15 ( Start timeD 09D>1D2? "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is t'e purpose o# BS. 9001E Sele t orre t optionD

MTo 'e*ine the %ini%u% Qualit# Mana/e%ent .#ste% re"uire%ents nee'e' to achie0e custo%er satis*action $# %eetin/ s&eci*ie' &ro'uct re"uire%ents

To *etermine metals an* metalloi*s in air,orne parti ulate matter ,y in*u ti+ely ouple* plasma atomi emission spe trometry To ensure t'at t'e BT ser+i e management pro esses are aligne* ,ot' (it' t'e nee*s o# t'e ,usiness an* (it' international ,est pra ti e To e+aluate ultimate aero,i ,io*egra*a,ility o# organi ompoun*s in a2ueous me*ium ,y *etermination o# oxygen *eman* in a lose* respirometer

Question C 10 o# 15 ( Start timeD 09D>2D1G "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is a #our-step 2uality mo*el amongst t'e most (i*ely use* tools #or ontinuous impro+ementE Sele t orre t optionD

MDe%in/ 5#cle @uran Trilogy Tagu 'i1s 6oss 9un tion Quality 4ir les

Question C 11 o# 15 ( Start timeD 09D>>D10 "M ) Total Mar:sD 1 ='at (as t'e trans en*ent +ie( o# 2ualityE Sele t orre t optionD

Satis#ying ustomers Meeting nee*s an* (ants MInnate e,cellence 4on#orman e

Question C 12 o# 15 ( Start timeD 09D>?D1H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+iorE Sele t orre t optionD

MT#&ical A%erican MHO s#ste% Typi al @apanese M/. system Typi al 4'inese M/. system 7n ommon 4'inese M/. system

Question C 1> o# 15 ( Start timeD 09D>5D25 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is %.T t'e ategory in /al*rige 0(ar*E Sele t orre t optionD

6ea*ers'ip /usiness results M.u&&l# chain "ro ess management

Question C 1? o# 15 ( Start timeD 09D>GD>0 "M ) Total Mar:sD 1 ='at is t'e num,er o# prin iples in 3rA =A E*(ar*s 3eming<s 2uality prin iplesE

10 12 M14 Question C 15 o# 15 ( Start timeD 09D>FD0> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is %.T an a*+antage o# #un tional stru tureE Sele t orre t optionD

Bt pro+i*es organi-ations (it' a lear 'ain o# omman* MIt ena$les e%&lo#ees to learn a$out custo%er e,&ectations Bt allo(s e+aluating people ,ase* on lear set o# responsi,ilities Bt allo(s people to spe iali-e in t'e aspe t o# t'e (or:

Qui: NoE 4
Question C 1 o# 15 ( Start timeD 0GD?GD0> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is a re2uirement o# BS. 9000D2000E Sele t orre t optionD

MProcesses to %easure an' anal#:e custo%er satis*action 0n En+ironmental "oli y to ,e in existen e (it'in t'e organi-ation "ro e*ures #or registration o# #ont-relate* i*enti#iers Brregular impro+ement o# internal pro ess an* ustomer satis#a tion

Question C 2 o# 15 ( Start timeD 0GD?FD1F "M ) Total Mar:sD 1 T'e management responsi,le #or t'e area ,eing au*ite* is responsi,le #or ensuring t'at a tions are ta:en (it'out un*ue *elay to eliminate *ete te* non on#ormities an* t'eir ausesA ='i ' o# t'e #ollo(ing is a #ollo(-up a ti+ityE Sele t orre t optionD

MThe 0eri*ication o* the actions taken T'e reporting o# ontra*i tion results T'e ontra*i tion o# t'e a tions ta:en T'e +eri#i ation o# ontra*i tion results Question C > o# 15 ( Start timeD 0GD5FD?H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing total 2uality tools is employe* in t'e step Oplan an* implement a solutionP in pro,lem sol+ingE Sele t orre t optionD

?= an* 15 matrix "areto 'art M5ontrol chart S atter plot Question C ? o# 15 ( Start timeD 0GD59D05 "M ) Total Mar:sD 1 7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y t'e ustomer retention measurementE Sele t orre t optionD

The custo%er &ers&ecti0e T'e ,usiness pro ess perspe ti+e T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e Question C 5 o# 15 ( Start timeD 0GD59D?2 "M ) Total Mar:sD 1 ='at (as t'e role o# 2uality pro#essionals *uring 1950sE Sele t orre t optionD

MTrou$leshootin/ an' the a&&lication o* statistical %etho's Bnspe tion& sorting& ounting& an* gra*ing Quality measurement& 2uality planning& an* program *esign Goal setting& e*u ation an* training& an* program *esign

Question C G o# 15 ( Start timeD 0FD00D?G "M ) Total Mar:sD 1 ='at is 2ualityE Sele t orre t optionD

MMeetin/ an' e,cee'in/ the custo%er8s e,&ectations 0**ing #a tors to ma:e t'e ustomer 'appy T'e *egree to ('i ' t'e pro8e t meets re2uirements 4on#orman e to management1s o,8e ti+es Question C F o# 15 ( Start timeD 0FD01D11 "M ) Total Mar:sD 1 T'e 2uality initiati+es #o use* initially on re*u ing *e#e ts an* errors in pro*u ts an* ser+i es (it' t'e 'elp o# ('i ' o# t'e #ollo(ingE

Sele t orre t optionD

MMeasure%ent1 statistics1 an' other &ro$le% sol0in/ tools Measurement& statisti s an* ause an* e##e t analysis Statisti s an* ause an* e##e t analysis only 9ailure mo*es an* ause an* e##e t analysis only Question C H o# 15 ( Start timeD 0FD01D59 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing per#orman e le+els 'a+e goo* results an* 'a+e emp'asi-e* sustaine* impro+ement tren*sE Sele t orre t optionD

;ea ti+e approa ' Sta,le #ormal system approa ' /est-in- lass per#orman e M5ontinual i%&ro0e%ent e%&hasi:e' Question C 9 o# 15 ( Start timeD 0FD02D?2 "M ) Total Mar:sD 1 3o not permit o+erlong examples or irrele+ant *is ussionA T'is re#ers to ('i ' o# t'e #ollo(ing *is ussion s:ills in meetingsE Sele t orre t optionD

Summari-ing MMana/in/ ti%e 4losing t'e *is ussion 4ontaining *igression

Question C 10 o# 15 ( Start timeD 0FD0>D>2 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements& in relation to psy 'ology& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

MThe# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s T'ey *o not :no( ('en expe tations are realisti T'ey *o not un*erstan* moti+ation!('y people *o ('at t'ey *o T'ey *o not :no( 'o( to plan an* a omplis' learning an* impro+ement

Question C 11 o# 15 ( Start timeD 0FD0?D21 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing results in lo( ostsE Sele t orre t optionD

M i/h &ro'ucti0it# an' hi/h ca&acit# utili:ation 6o( pro*u ti+ity an* lo( apa ity utili-ation 6o( pro*u ti+ity an* 'ig' apa ity utili-ation 5ig' pro*u ti+ity an* lo( apa ity utili-ation Question C 12 o# 15 ( Start timeD 0FD05D0> "M ) Total Mar:sD 1 7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y moti+ate* (or:#or e measurementE Sele t orre t optionD

T'e ustomer perspe ti+e

The $usiness &rocess &ers&ecti0e T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e Question C 1> o# 15 ( Start timeD 0FD05D?0 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing mo*els +alue sta,ilityE Sele t orre t optionD

.rganism mo*el MMechanistic %o'el 4ultural mo*el Total Quality mo*el Question C 1? o# 15 ( Start timeD 0FD0GD>> "M ) Total Mar:sD 1 ='o stresse* t'at systems must ,e #o use* to(ar* a purposeE Sele t orre t optionD

4ros,y Bs'i:a(a Tagu 'i MDe%in/ Question C 15 o# 15 ( Start timeD 0FD0FD5H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing lea*s to 2uestioning an* an ,e teste* an* +ali*ate*E Sele t orre t optionD

MTheor# o* kno!le'/e "sy 'ology 7n*erstan*ing o# +ariation 0ppre iation #or a system

Question C 1 o# 15 ( Start timeD 0FD10D0G "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements& in relation to +ariation& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

T'ey see e+ents as in*i+i*uals1 in i*ents rat'er t'an t'e net result o# many intera tions an* inter*epen*ent #or es MThe# 'o not kno! the 'i**erence $et!een &re'iction1 *orecastin/1 an' /uess!ork T'ey reate yni ism& *emorali-ation& *e-moti+ation& guilt& resentment& ,urnout& ra-iness& an* turno+er T'ey *o not un*erstan* t'e *i##eren e ,et(een impro+ement an* 'ange Question C 2 o# 15 ( Start timeD 0FD11D25 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing represent s'ort-term perspe ti+es an* *o not en ourage long-term impro+ement as state* ,y 3emingE Sele t orre t optionD

MNu%erical "uotas 4onstitutional 2uotas "oliti al party 2uotas Me 'ani al 2uotas

Question C > o# 15 ( Start timeD 0FD12D?1 "M ) Total Mar:sD 1 0ll o# t'e #ollo(ings are true #or -ero *e#e ts on ept EK4E"TD Sele t orre t optionD

0 per#orman e stan*ar* #or management 0 stan*ar* o# t'e ra#tsperson regar*less o# 'is or 'er assignment 0 tool o# management to ommuni ate to *o t'ings rig't t'e #irst time A %oti0ational1 !i'el# un'erstoo' an' acce&te' &ro/ra%

Question C ? o# 15 ( Start timeD 0FD1?D02 "M ) Total Mar:sD 1 ='o suggeste*& O0 2uality pro*u t is one t'at pro+i*es per#orman e or on#orman e at an a epta,le pri e or ostJE Sele t orre t optionD

4ros,y Bs'i:a(a MLar0in S'e('art Question C 5 o# 15 ( Start timeD 0FD1?D>5 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing tools plots t'e relations'ip o# one numeri +aria,le to anot'er on a 'ori-ontal an* +erti al axis an* *etermines t'e *egree o# *epen*en y or inter*epen*en y o# t'ose +aria,lesE Sele t orre t optionD

M.catter 'ia/ra%

4'e : s'eet 9is',one *iagram "areto 'art Question C G o# 15 ( Start timeD 0FD15D52 "M ) Total Mar:sD 1 ='o (arne* against t'e use o# extrinsi ontrols t'at ompel ,e'a+ioral 'anges in people ('en re(ar*s an* in enti+e programs are sel*om s'i#te* to #a+or 2uality impro+ementE Sele t orre t optionD

.a:lan* S 'ein M5o, 3ale Question C F o# 15 ( Start timeD 0FD1GD>H "M ) Total Mar:sD 1 5o( many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*elE Sele t orre t optionD

9our M6i0e Six Se+en Question C H o# 15 ( Start timeD 0FD1FD11 "M ) Total Mar:sD 1 ='i ' one o# t'e #ollo(ing *epi ts aest'eti s& ('i ' is a *imension o# 2ualityE Sele t orre t optionD

ME,terior *inish Quality o# (or: ;an:ing #irst Ease o# repair

Question C 9 o# 15 ( Start timeD 0FD1HD2H "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing #irms solely o(ns t'e entire material #lo( an* ea ' 'annel mem,er operates in*epen*entlyE Sele t orre t optionD

5ori-ontal integrate* #irms /a :(ar* +erti al integrate* #irms Rerti al integrate* #irms 4onglomerate integrate* #irms Qui- Start TimeD 0FD10 "M Time 6e#t H5 se (s)

Question C 10 o# 15 ( Start timeD 0FD19D52 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is %.T t'e *ea*ly *isease a or*ing to 3emingE Sele t orre t optionD

Ex essi+e me*i al osts

ME,cessi0e trans&ortation costs 6a : o# onstan y o# purpose Mo,ility o# management

Question C 11 o# 15 ( Start timeD 0FD21D21 "M ) Total Mar:sD 1 ='i ' stage in t'e S'e('art 4y le uses *ata an* #a ts to analy-e t'e results o# t'e 'angeE Sele t orre t optionD

3o

stage

0 t stage "lan stage M5heck sta/e Question C 12 o# 15 ( Start timeD 0FD21D5? "M ) Total Mar:sD 1 ='y pro*u t-,ase* *e#initions o# 2uality suit engineersE Sele t orre t optionD

T'ey are on erne* (it' *esigning o# t'e pro*u ts T'ey an 8u*ge 2uality T'ey an re*u e spe i#i stan*ar*s MThe# are concerne' !ith translatin/ &ro'uct re"uire%ents into s&eci*ic co%&onents an' &h#sical 'i%ensions there$# &ro'uce'

Question C 1> o# 15 ( Start timeD 0FD2>D0H "M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e elements o# a TQM system EK4E"TD Sele t orre t optionD

6ea*ers'ip 4ommuni ations Measurement MDetentions Question C 1? o# 15 ( Start timeD 0FD2?D0> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is t'e ontri,utor to t'e e2uipment ause in t'e 'ouse paint peeling ause-an*-e##e t *iagramE Sele t orre t optionD

4'eap sol+ents Temperature /a* ,rus' ,ristle Paint o0er 'irt Question C 15 o# 15 ( Start timeD 0FD2?D2? "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is +ie(e* as a 4onsistent "airE Sele t orre t optionD

BS. 9000 an* BS. 900? BS. 19HF an* BS. 1992 BS. 1992 an* BS. 199F

MI.O @AA1 an' I.O @AA4

Question C 1 o# 15 ( Start timeD 0FD1FD1F "M ) Total Mar:sD 1 0ll o# t'e #ollo(ing are t'e o,8e ti+es a 'ie+e* simultaneously #or t'e sustaine* gro(t' to ,e re ogni-e* EK4E"TD Sele t orre t optionD

4ustomer satis#a tion E##e ti+e lea*ers'ip E##e ti+e 'uman resour es Bntegration (it' t'e supplier ,ase

Question C 2 o# 15 ( Start timeD 0FD1HD10 "M ) Total Mar:sD 1 Some organi-ations emp'asi-es t'e use o# 2uality tools ,ut #aile* to *o ('i ' o# t'e #ollo(ingE Sele t orre t optionD

9o us on ('at is truly important to t'e *istri,utors MIncor&orate continuous i%&ro0e%ent e**orts Ma:e #un*amental 'anges in t'eir pro esses an* ulture 9o us on ('at is truly important to t'e ustomer

Question C > o# 15 ( Start timeD 0FD1HD5> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing tools 'as a (ea:ness t'at it *oes not tell ('et'er t'e +ariation is t'e result o# spe ial auses or ommon ausesE

Sele t orre t optionD

5istogram 4'e : s'eet "areto 'art ;un 'art

0ll o# t'e #ollo(ing are @uran1s ,asi steps to progress EK4E"TD Sele t orre t optionD

0 'ie+e stru ture* impro+ements on a ontinual ,asis om,ine* (it' *e*i ation an* a sense o# urgen y Esta,lis' an extensi+e training program MEsta$lish an e,tensi0e %arketin/ &ro/ra% Esta,lis' ommitment an* lea*ers'ip on t'e part o# 'ig'er management

Question C 5 o# 15 ( Start timeD 0FD20D1? "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing statements& in relation to t'eory o# :no(le*ge& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE Sele t orre t optionD

T'ey see e+ents as in*i+i*uals1 in i*ents rat'er t'an t'e net result o# many intera tions an* inter*epen*ent #or es MThe# 'o not kno! the 'i**erence $et!een &re'iction1 *orecastin/1 an' /uess!ork

T'ey reate yni ism& *emorali-ation& *e-moti+ation& guilt& resentment& ,urnout& ra-iness& an* turno+er T'ey *o not un*erstan* t'e *i##eren e ,et(een impro+ement an* 'ange

Question C G o# 15 ( Start timeD 0FD21D09 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing per#orman e le+els is a systemati pro ess-,ase* approa '& early stage o# systemati impro+ementsE Sele t orre t optionD

%o #ormal approa ' ;ea ti+e approa ' M.ta$le *or%al s#ste% a&&roach /est-in- lass per#orman e

Question C F o# 15 ( Start timeD 0FD21D?F "M ) Total Mar:sD 1 Bn reati+e pro,lem sol+ing& ('i ' o# t'e #ollo(ing re#ers to ,rainstormingE Sele t orre t optionD

Mess 9in*ing 9a t 9in*ing "ro,lem 9in*ing I'ea 6in'in/

Question C 9 o# 15 ( Start timeD 0FD22D>> "M ) Total Mar:sD 1

='i ' o# t'e #ollo(ing *es ri,es a omplete *ata setE Sele t orre t optionD

Measures o# *ispersion Measures o* central ten'enc# 3e*u ti+e statisti s Bn*u ti+e statisti s

Question C 10 o# 15 ( Start timeD 0FD22D59 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing tools represents t'e entire pro ess at a 'ig' or *etaile* (*epen*ing on your use) le+el o# o,ser+ation& allo(ing analysis an* optimi-ation o# (or:#lo(E Sele t orre t optionD

4'e : s'eet Pareto 'ia/ra% 9lo( 'art 5istogram

Question C 11 o# 15 ( Start timeD 0FD2>D>> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is %.T t'e 'ara teristi o# t'e organi-ations operating a or*ing to t'e prin iples o# 2uality managementE Sele t orre t optionD

0 total ommitment to ontinually in reasing +alue #or ustomers& in+estors& an* employees 0 #irm un*erstan*ing t'at mar:et *ri+en means t'at 2uality is *e#ine* ,y ustomers& not t'e ompany 0 ommitment to lea*ing people (it' a ,ias #or ,ro:en impro+ement an* mis ommuni ation MA co%%it%ent to *un'a%ental i%&ro0e%ent throu/h kno!le'/e1 skills1 &ro$le% sol0in/1 an' tea%!ork

Question C 12 o# 15 ( Start timeD 0FD2?D12 "M ) Total Mar:sD 1 0'ma* 'as organi-e* a manual *ata olle tion in su ' a (ay as to ,e easily use*& un*erstoo* an* analy-e* automati allyA ='i ' o# t'e #ollo(ing 0'ma* 'as prepare*E Sele t orre t optionD

4'e : s'eet "areto *iagram 9lo( 'art 5istogram

Question C 1> o# 15 ( Start timeD 0FD2?D5> "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is T;7E #or *esign an* *e+elopment outputs un*er BS. 9001D2000 - Quality Management Systems E Sele t orre t optionD

Bt B*enti#ies o# an* orre ts against potential on#orman e Bt is use* ('ere ex ess in pro*u t (ill only ,e apparent in use

Bt is Bnsigni#i an e an* on ealment o# signi#i ant #eatures o# t'e pro esses MIt %eets the in&ut re"uire%ents *or 'esi/n an' 'e0elo&%ent

Question C 1? o# 15 ( Start timeD 0FD25D2G "M ) Total Mar:sD 1 ='at is t'e purpose o# t'e 4ontrol 4'artE Sele t orre t optionD

MTo in'icate 0ariations1 tren's1 an' the a%ount o* chan/e *ro% one ti%e &erio' to another To s'o( ('ere to apply resour es ,y re+ealing t'e signi#i ant #e( #rom t'e tri+ial many To pro+i*e a s ienti#i approa ' to gat'ering in#ormation to impro+e t'e +ali*ity o# *e isions an* inter+entions To monitor e##e ts o# t'e +aria,les on t'e *i##eren e ,et(een target an* a tual per#orman e

Question C 15 o# 15 ( Start timeD 0FD25D52 "M ) Total Mar:sD 1 ='i ' o# t'e #ollo(ing is t'e ontri,utor to t'e (or: met'o* ause in t'e 'ouse paint peeling ause-an*-e##e t *iagramE Sele t orre t optionD

4'eap sol+ents Temperature 0 i* rain Paint o0er 'irt

='at *oes t'e trans en*ent +ie( imply #or 'ig' 2ualityE Bt is somet'ing e+erlasting It is so%ethin/ ti%eless an' en'urin/ Bt is somet'ing pri eless Bt is somet'ing per#e t

3uring ('i ' entury& t'e manu#a turers ,egan to in lu*e 2uality pro esses in 2uality pra ti esE 1Ft' entury 1Ht' entury 19t' entury -Ath centur#

Tagu 'i suggeste* t'at loss in a pro ess is in rease* (it' in rease in ('i ' o# t'e #ollo(ingE Spe i#i ations Stan*ar*s 4ompetition Raria$ilit#

T'e pro*u ts manu#a ture* *uring 1H00s (ere uni2ueA 5o( 2uality (as ensure* in t'is eraE T'roug' reno+ation Throu/h ins&ection T'roug' al ulation T'roug' repair

='i ' o# t'e #ollo(ing is typi ally +ie(e* to lie ,et(een #ully +erti ally integrate* #irmsE .u&&l# chain %ana/e%ent ((

"ro*u tion 'ain management Ralue 'ain management 3eman* 'ain management

T'e ma8ority o# a*+ertisers appeal t'e pu,li on t'e ,asis o# ('i ' o# t'e #ollo(ingE Qualit# o* &ro'uct Quality o# sta## Bn#eriority o# pro*u t Bn#eriority o# ser+i e

='i ' o# t'e #ollo(ing mo*els +alue sta,ilityE .rganism mo*el Mechanistic %o'el 4ultural mo*el Total Quality mo*el

='at is t'e relations'ip ,et(een Bs'i:a(a an* 3emingE Son an* #at'er %ep'e( an* un le .t u' ent an' teacher Gran*son an* gran*#at'er

='i ' o# t'e #ollo(ing (as *e+elope* ,y Motorola to impro+e its pro esses ,y minimi-ing *e#e tsE BS. 9000 .i, si/%a QS 9000 TQM

='at (as t'e primary on ern o# managers *uring 19H0sE

3ete tion .trate/ic i%&act 4ontrol 4oor*ination

)ou an as: *ire t 2uestions to 2uiet people an* try to ontrol tal:ati+e peopleJ& #or ('i ' o# t'e #ollo(ing purposeE Mo$ili:in/ the /rou& Meeping t'e group #o use* ;estating purpose Starting pun tually

Some organi-ations emp'asi-es t'e use o# 2uality tools ,ut #aile* to *o ('i ' o# t'e #ollo(ingE 9o us on ('at is truly important to t'e *istri,utors Incor&orate continuous i%&ro0e%ent e**orts

Ma:e #un*amental 'anges in t'eir pro esses an* ulture 9o us on ('at is truly important to t'e ustomer

6earn 'o( to tell ('en not'ing an ,e gaine* #rom #urt'er *is ussionA T'is re#ers to ('i ' o# t'e #ollo(ing *is ussion s:ills in meetingsE 0 ting as gate:eepers 4losing t'e *is ussion 0s:ing #or lari#i ation Testing #or onsensus

='i ' o# t'e #ollo(ing mo*els 'as t'e +ie(point t'at 'ange an* learning are +alue* in t'emsel+esE .rganism mo*el Me 'anisti mo*el 5ultural %o'el Total Quality mo*el

Mar:eting resear ' arrie* out to :no( ('et'er t'e parti ular area s'oul* ,e o+ere* in t'is ourseA ='at t'e ourse instru tor s'oul* *e+elopE The course %eetin/ re"uire%ents o* the uni0ersit# T'e ourse meeting re2uirements o# t'e instru tor T'e ourse meeting re2uirements o# t'e stu*ents T'e ourse meeting re2uirements o# t'e ,oo:seller

='i ' o# t'e #ollo(ing statements is T;7E a,out 3eming1s p'ilosop'yE Bt is ,ase* on impro+ing pro*u ts an* ser+i es ,y re*u ing un ertainty an* +aria,ility in t'e *esign an* manu#a turing pro esses Qualit# is either or not &resent in the !hole or/ani:ationQ that "ualit# is the res&onsi$ilit# o* e0er#one in the or/ani:ation (( Bn reasing on#orman e to spe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,y statisti al tools #or analysis

Bn reasing loss& #or t'e pro*u er& t'e ustomer& an* so iety& asso iate* (it' in reasing +aria,ility #rom a target +alue

0ll o# t'e #ollo(ing are t'e elements o# a TQM system EK4E"TD 6ea*ers'ip 4ommuni ations Measurement Detentions

T'e stan*ar*s #or output ,ase* on 2uality an* ustomer-ser+i e re2uirements t'at originate at t'e organi-ational an* pro ess le+els in lu*e re2uirements #or all o# t'e #ollo(ing EK4E"TD 0 ura y Bnno+ation Timeliness Turno0er ((

Qui- %o 2 %o+ 20& 2009 11D59 "M

='i ' o# t'e #ollo(ing re#ers to SB".4 (Supplier-Bnput-"ro ess-.utput-4ustomer) *iagramE A hi/h-le0el &rocess %a& 0 lo(-le+el pro ess map 0 'ig'-le+el per#ormer map 0 lo(-le+el per#ormer map

='i ' o# t'e #ollo(ing is on erne* a,out 2uality #or a 'ie+ement o# TQME T'e Managing 3ire tor T'e .perati+e T'e

Quality Manager E0er#one in the or/ani:ation

='i ' o# t'e #ollo(ing is re2uire* #or meeting an* ex ee*ing ustomer1s nee*E "lanning 4ontrol Exe ution Bnno+ation

='i ' one o# t'e #ollo(ing *epi ts #eature& ('i ' is a *imension o# 2ualityE "ro*u t loo:s an* soun*s /ran* name an* pri e /ells an* ('istles o# t'e pro*u t 0,ility to repair a pro*u t

='i ' o# t'e #ollo(ing an 'elp to eliminate #ear an* en ourage team(or:E Management =or:mans'ip ?ea'ershi& ;is:-ta:ing

='i ' o# t'e #ollo(ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+iorE

T#&ical A%erican MHO s#ste%

Typi al @apanese M/. system Typi al 4'inese M/. system 7n ommon 4'inese M/. system

='i ' o# t'e #ollo(ing statements& in relation to t'eory o# :no(le*ge& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE The# see e0ents as in'i0i'uals8 inci'ents rather than the net result o* %an# interactions an' inter'e&en'ent *orces T'ey *o not :no( t'e *i##eren e ,et(een pre*i tion& #ore asting& an* guess(or: T'ey reate yni ism& *emorali-ation& *e-moti+ation& guilt& resentment& ,urnout& ra-iness& an* turno+er T'ey *o not un*erstan* t'e *i##eren e ,et(een impro+ement an* 'ange

='o ma*e some salient o,ser+ations a,out t'e #ailure to un*erstan* t'e omponents o# "ro#oun* Mno(le*geE

.choltes

3eming @uran

4ros,y

3o not permit o+erlong examples or irrele+ant *is ussionA T'is re#ers to ('i ' o# t'e #ollo(ing *is ussion s:ills in meetingsE Summari-ing Mana/in/ ti%e 4losing t'e *is ussion 4ontaining *igression

='i ' o# t'e #ollo(ing *e isions assume t'e existen e o# t'e #a ilities& ,ut *etermine t'e exa t pat'(s) t'roug' ('i ' a pro*u t #lo(s to an* #rom t'ese #a ilitiesE 6o ation *e isions "ro*u tion *e isions Bn+entory *e isions Trans&ortation 'ecisions

B# t'e 'ange (as su ess#ul& implement it on a (i*er s ale an* ontinuously assess your resultsA ='i ' stage represents t'is statement in t'e S'e('art 4y leE Sele t orre t optionD 3o stage Act sta/e

"lan stage 4'e : stage

='i ' o# t'e #ollo(ing is T;7E a,out entry-le+el managers as note* ,y 3eming in @apanE T'ey spen* 5 to 20 years on t'e #a tory #loor The# s&en' 4 to 1- #ears on the *actor# *loor

T'ey

spen* ? to 1F years on t'e #a tory #loor T'ey spen* F to 22 years on t'e #a tory #loor

='i ' o# t'e #ollo(ing statements is T;7E a,out 3eming1s p'ilosop'yE Bt is ,ase* on impro+ing pro*u ts an* ser+i es ,y re*u ing un ertainty an* +aria,ility in t'e *esign an* manu#a turing pro esses Quality is eit'er or not present in t'e ('ole organi-ationN t'at 2uality is t'e responsi,ility o# e+eryone in t'e organi-ation Bn reasing on#orman e to spe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,y statisti al tools #or analysis Bn reasing loss& #or t'e pro*u er& t'e ustomer& an* so iety& asso iate* (it' in reasing +aria,ility #rom a target +alue

='i ' o# t'e #ollo(ing statements is T;7E #or total 2ualityE .tresses on learnin/ an' a'a&tation to chan/e

0,ility to repair a pro*u t 2ui :ly an* easily 3i##i ulty in esta,lis'ing an* measuring ser+i e le+els 0 ustomer #o use* management system

='at is ne essary #or a system to ,e e##e ti+eE The co%&onents o* an# s#ste% %ust !ork to/ether *or the s#ste%

T'e omponents o# any system must not (or: toget'er #or t'e system T'e omponents o# any system s'oul* not ,e organi-e* #or t'e system T'e omponents o# any system s'oul* pro+i*e *isruption #or t'e system A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD

;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D5G pm 1) T'e on ept o# ommon an* spe ial auses o# +ariations (as *e+elope* ,yD S 3eming S 3alter .he!hart S @uran S Tagu 'i

2) M/. stan*s #orD S

Mana/e%ent $# O$Becti0e S Management ,y .rgani-ation S Maintenan e ,y .,8e ti+e S Maintenan e ,y .rgani-ation

>) ='i ' o# t'e #ollo(ing statements is true a,out routine inspe tionD S Bt a**s +alue to t'e pro*u t S Bt a :no(le*ges *e#e ts as (ell as a**s +alue to t'e pro*u t S It ackno!le'/es 'e*ects $ut 'oes not a'' 0alue to the &ro'uct S 0ll o# t'e gi+en options

?) T'e su ess o# @apanese manu#a turers is *ue to & small an* in remental impro+ements in *esign an* pro*u tionA S 5ontinuous S 0,rupt S 4ontinual S %one o# t'e gi+en options

5) 0ll o# t'e #ollo(ing statements are true a,out institute training ex eptD S Bt impro+es 2uality S Bt impro+es pro*u ti+ity S Bt en'an es (or:ers1 morale S

It certainl# results in salar# incre%ent

G) .ne o# t'e a*+antages o# team (or: isD S It $reaks 'o!n $arriers $et!een internal custo%ers an' su&&liers S Bt results in promotion S Bt results in salary in rement S %one o# t'e gi+en options

F) ;e(or:ing S 3e reases S Increases S %eutrali-es

t'e ost o# 2ualityA

re#ers to general pro esses o# impro+ement an* en ompasses *is ontinuous impro+ements S 4ontinuous impro+ement S 5ontinual i%&ro0e%ent S 4onstant impro+ement S 4onse uti+e impro+ement

9) Total 2uality osts in lu*eD S "re+ention osts S 0ppraisal osts S 9ailure osts S

All o* the /i0en o&tions

10) T'e noA o# prin iples in 3rA =A E*(ar*s 3eming<s 2uality prin iples is S H S 10 S 12 S 14 A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD ;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D5F pm Total Quality Management (MGMT 510) Qui-D 01 Mar:sD 10 SemesterD Spring 200H

T'is Qui- o+ers lessonsD 10-12A

1 3uring 19H0s& t'e 8o, 'ara teristi o# 2uality pro#essionals (asD 0 E*u ating ot'ers / 0 'ie+ing personal targets 4 4onsultati+e (or: (it' ot'er *epartments D None o* the a$o0e

2 3uring 1H00s& t'e 2uality (as +ie(e* asD

0 0 pro,lem t'at an ne+er ,e sol+e* H A &ro$le% to $e sol0e' 4 0 tool #or measuring system 3 0 reme*y to ontrol *e line

> ='y t'e #a tory managers reate* inspe tion *epartmentsE A To kee& 'e*ecti0e &ro'ucts asi'e1 ensurin/ the# 'o not reach the custo%ers / To ensure 2uantity o# goo*s!ser+i es 4 To ount& gra*e& an* re(or: 3 0ll o# t'e a,o+e

? 3uring 1950s& ontrolling 2uality meantD

0 To un*erstan* an* a**ress t'e auses o# poor 2uality / To simpli#y an* spee* up pro ess 4 To lin: out omes to uses D Actin/ on 'e*ects

5 T'e T#at'er1 o# statisti al 2uality ontrol isD 0 9A =A Taylor / @osep' MA @uran 4 "'ilip 4ros,y

D 3alter .he!hart

G T'e Six Sigma is a ne( #ile separate #rom t'e total 2uality p'ilosop'yA True

6alse

F To*ay1s onsumers *e#ine 2uality as ,eing #la(less an* 'a+ing all o# t'e attri,utes t'ey (ant in 8ust t'e (ay t'ey (ant t'emA True 9alse

H T'e 3eming 4'ain ;ea tion t'eory states t'at one o# t'e main purposes o# 'a+ing 2uality pro*u ts an* pro esses is more re(or:A True 6alse

9 T'e t'eory o# +ariation 'elps us un*erstan* ('en t'ere 'as not ,een a genuine impro+ement in per#orman e

True 6alse

10 0 SB".4 *iagram is a tool use* ,y a team to i*enti#y all rele+ant elements o# a pro ess impro+ement pro8e t ,e#ore (or: ,eginsA True 9alse

Total Quality Management (MGMT 510) Qui-D 02 Mar:sD 10 SemesterD Spring 200H T'is Quio+ers lessonsD 1F-19A

1 %on on#orman e is an expense o#D 0 "ro#it o# 2uality

/ 3e#e ts o# 2uality 4 Quality o# pro*u t D 5ost o* "ualit#

2 4ros,y1s approa ' to management isD 0 0 pro,lem t'at an ne+er ,e sol+e* H A$solutes o* Qualit# Mana/e%ent 4 Bnterim Management 3 BS.

> /est pri e or -ero ost isD 0 To :eep *e#e ti+e pro*u ts asi*e& ensuring t'ey *o not rea ' t'e ustomers H Prero/ati0e cost

4 To ount& gra*e& an* re(or: 3 4ost lea*ers'ip

? Example o# pre+ention osts isD A Qualit# i%&ro0e%ent &roBects / 3o(ngra*ing 4 To lin: out omes to uses 3 =arranty laims

5 /ig Q isD 0 Quality o# ser+i es / Quality o# people 4 Quality o# pro esses

D All o* the a$o0e

G Lero 3e#e ts is a (i*ely a epte* an* un*erstan*a,le on eptA True 6alse

F Managers assume* t'at t'ey s'oul* not impro+e 2uality ,e ause *e#e ts are less ostlyA True 6alse

H Quality is a *estinationA True 6alse

9 O%arro(ly interprete*& 2uality means 2uality o# a pro*u t&P (as state* ,y Bs'i:a(aA True 9alse

10 BS. (as #irst release* in 1HH2A True 6alse A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD

;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D5F pm ?P-2

1A ='i ' o# t'e #ollo(ing *o ument(s) is (are) in lu*e* in t'e 2uality systemE aE A "ualit# &olic# ,A 4ustomer #o us A 4ommitment *A 0ll o# t'e gi+en options

2A 0ppropriate moti+es #or a*opting BS. 9000 in lu*e ('i ' o# t'e #ollo(ingE

aA To reate a 2uality management system ,A To impro+e operations A To on#orm to t'e re2uirements o# ustomers 'E All o* the /i0en o&tions

>A Quality 'e :lists are use* toD aA Ensure that Qualit# Assurance ste&s !ere *ollo!e' ,A Meep 2uality inspe tors ,usy A Bn#orm upper management ('ere #ailures o ur *A "re+ent pro8e t au*its

?A T'e BS. 9001D2000 stan*ar*s are aA More (i*ely a*opte* in t'e 7ASA t'an in Europe

$E Qualit# %ana/e%ent &roce'ures that a''ress lea'ershi&1 'ocu%entation1 an' recor'-kee&in/ A 0re :no(n as t'e /al*rige stan*ar*s in t'e 7AS *A 0 set o# pro*u t spe i#i ations #or all in*ustries

5A 3o umentation an* *ata on existing pro*u ts are t'e examples o# External inputs Internal in&uts .t'er inputs %one o# t'e a,o+e options

GA ='i ' o# t'e #ollo(ing statements outline t'e relations'ip #a torE aA BS. 9000 an* total 2uality are not in ompetition ,A BS. 9000 an* total 2uality are not inter 'angea,le A BS. 9000 is ompati,le (it' total 2uality

'E All o* the a$o0e

FA ='i ' o# t'e #ollo(ing is not an example o# p'ysi al #a tors a##e ting (or: en+ironmentE %oise 4leanliness 0ir #lo( None o* the /i0en o&tions

HA O"er#orman e omes e##ortlesslyP re#ers to stage o# learning a or*ing to psy 'ologistsA

7n ons ious in ompeten e 4ons ious in ompeten e 4ons ious ompeten e Cnconscious co%&etence

9A T'ere are t'e 4MMA

le+els o#

9our 6i0e Six T'ree

10A T'e un*erlying ause(s) o# TQM *e#i ien ies is (are)D The *ailure o* %ana/ers to un'erstan' the conce&t o* "ualit# 4ostly implementation o# 2uality management system 6a : o# employee in+ol+ement 0ll o# t'e gi+en options

1A 6ea*ersD aA "us' rat'er t'an pull ,A Must ,e trust(ort'y ,ut not ne essarily ourageous cE Ono! !here the# !ant to /o *A %ee* to *i tate

2A T'e Steering 4ommittee must *e+elopD aA Mission statement $E 5ontinual i%&ro0e%ent A Rision statement *A 0ll o# t'e a,o+e

>A .ne t'ing t'at t'e implementation plan must pro+i*e isD aA S'ort-term #o us ,A 6ea*ers'ip *elegation A Rision statement 'E Trainin/

pro+i*es in#ormation on 'o( pro*u ti+ity an* 2uality an ,e ontinuously impro+e* t'roug' pro,lem i*enti#i ationA Statisti al 2uality ontrol .tatistical &rocess control Tree 3iagram %one o# t'e gi+en option

is a grap'i tool #or *e#ining t'e relations'ip ,et(een ustomer *esires an* t'e #irm!pro*u t apa,ilitiesA ouse o* Qualit# 0##inity *iagram 0rro( *iagram %one o# t'e gi+en option

TRCE OR 6A?.E

GA T'e a##inity *iagram is use* to ,ring logi to t'e pro ess o# i*enti#ying relations'ips among t'e +arious i*eas re or*e* on t'e

tree *iagramA 6alse

FA Total 2uality implementation must not ,e *elegate*A True

HA 4ompetiti+e an* ,en 'mar: *ata are essential #or planning 2uality lea*ers'ip ,e ause t'ey ma:e possi,le lear an* o,8e ti+e 2uality omparisonsA True

9A 3eployment re#ers to t'e extent to ('i ' t'e approa 'es are applie* to all rele+ant areas an* a ti+ities a**resse* an* implie* in t'e examination itemsA True

10A Bt is ,est to apply S"4 to all pro esses at on eA 6alse A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD

;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D5H pm Solution o# Qui-

1 ='at is 2ualityE Meetin/ an' e,cee'in/ the custo%er8s e,&ectations 0**ing extras to ma:e t'e ustomer 'appy T'e *egree to ('i ' t'e pro8e t meets re2uirements 4on#orman e to management1s o,8e ti+es

2 0ll o# t'e #ollo(ing are t'e groun*s to gi+e ,irt' to total 2uality approa ' EK4E"TD

.,session (it' 2uantity 4on#usion an* poor lea*ers'ip .ne employee in 'arge Political 'isor'er

> 0ll o# t'e #ollo(ing are t'e ma8or *e ision areas in supply 'ain management EK4E"TD 6o ation "ro*u tion Bn+entory Pricin/

? ='i ' o# t'e #ollo(ing is true #or su,systemsE T'ese are not lin:e* toget'er as internal ustomers an*

suppliers T'ese are lin:e* toget'er as external ustomers an* suppliers T'ese are lin:e* toget'er as external an* internal ustomers an* suppliers These are linke' to/ether as internal custo %ers an' su&&liers

5 Bn ('i ' o# t'e #ollo(ing operations great *eal o# +ariations an o urE Manu*acturin/

9inan ing "ur 'asing Selling

G =it' total 2uality perspe ti+e& employees are empo(ere* to t'in: an* ma:e re ommen*ations #or ('i ' o# t'e #ollo(ingE 5ontinual

i%&ro0e%ent .ne time 'e : 0#ter ompletion 'e : Bn remental impro+ement

F ='i ' one o# t'e #ollo(ing *epi ts *ura,ility I a *imension o# 2ualityE Exterior #inis' Quality o# (or: Cse*ul li * e Ease o# repair

H ='i ' o# t'e #ollo(ing statements is T;7E #or total 2ualityE .tresses on learnin/ an' a'a&tation to chan/e 0,ility to repair a pro*u t 2ui :ly an* easily

Esta,lis'ing an* measuring ser+i e le+els may ,e *i##i ult 0 primary operating 'ara teristi o# pro*u t

9 ='at is t'e o,8e ti+e o# a TQM systemE 5ontinuous i%&ro0e%ent 4ontinual impro+ement /usiness impro+ement "ro ess impro+ement

10 ='i ' o# t'e #ollo(ing results in lo( ostsE i/ h &ro'ucti0it# an' hi/h ca&acit# utili:ation 6o( pro*u ti+ity an* lo( apa ity utili-ation 6o( pro*u ti+ity an* 'ig' apa ity utili-ation 5ig' pro*u ti+ity an* lo( apa ity utili-ation

A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD ;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D5H pm Total Quality Management (MGMT 510) Qui-D 0> Mar:sD 20 SemesterD Spring 200H T'is Qui- o+ers lessonsD 29->2A

1 Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# setting t'e registration o,8e ti+eE

aA 3e+elop an* implement t'e QMS ,A "er#orm sel#-analysis au*it A Su,mit 2uality manual #or appro+al 'E .elect the a&&ro&riate stan'ar's

2 Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# pre-assessment ,y registrarE aE Take correcti0e action ,A .,tain BS. registration A "er#orm sel#-analysis au*it *A Sele t a t'ir* party registrar

> Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e

step o# *e+eloping an* implementing t'e 2uality an* management systemE aA Set t'e registration o,8e ti+es $E .elect a thir' &art# re/istrar A "re-assessment ,y registrar *A Ta:e orre ti+e a tion

? Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# sele ting t'e appropriate stan*ar*sE aA "er#orm sel#-analysis au*it ,A Su,mit 2uality manual #or appro+al cE De0elo& an' i%&le%ent the QM. *A Ta:e orre ti+e a tion

5 Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# sele ting a t'ir* party registrarE aA Ta:e orre ti+e a tion ,A .,tain BS. registration cE Per*or% sel*-anal#sis au'it *A 9inal assessment ,y registrar

G Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# per#orming sel#-analysis au*itE aA 9inal assessment ,y registrar ,A Set t'e registration o,8e ti+es A 3e+elop an* implement t'e QMS

'E .u$%it "ualit# %anual *or a&&ro0al

F Bn t'e pro ess o# a 2uiring t'e erti#i ate o# BS. 9000& ('i ' step #ollo(s t'e step o# su,mitting 2uality manual #or appro+alE aE Pre-assess%ent $# re/istrar ,A Ta:e orre ti+e a tion A "er#orm sel#-analysis au*it *A 3e+elop an* implement t'e QMS

H ='i ' o# t'e #ollo(ing is T;7E #or 'ig'er osts o# 2ualityE aE Doin/ the !ron/ thin/ in the !ron/ !a# ,A 3oing t'e (rong t'ing in t'e rig't (ay A 3oing t'e rig't t'ing in t'e (rong (ay

*A 3oing t'e rig't t'ing in t'e rig't (ay

9 9or ('at *uration is t'e BS. erti#i ation +ali* #or any organi-ationE aA 5 years ,A ? years cE 2 #ears *A 2 years

10 B*enti#y t'e ore lea*ers'ip s:ills among t'e #ollo(ingA aA Rision ,A Empo(erment A Ralue ongruen e *A Bntuition eA S:ille* la,or

#A Gross motor aA a& ,& an* # ,A ,& & *& an* e A & *& e& an* # 'E a1 $1 c1 an' '

11 T'e primary re2uirement #or organi-ational ex ellen e is strategi #o usA True 9alse

12 T'e primary re2uirement #or organi-ational ex ellen e is ta ti al #o usA True 6alse

1> @apanese ompanies mostly are not BS. erti#ie* ,e ause t'ey t'in: t'ey are ,eyon* t'e re2uirements o# BS.A True 9alse

1? T'e means #or sta## to per#orm t'eir tas:s rig't t'e #irst time is a ,ene#it o# implementing t'e 2uality management systemA True 9alse

15 T'e means #or *o umenting t'e ompany1s experien e in a stru ture* manner is not a ,ene#it o# implementing t'e 2uality management systemA True

6alse A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD ;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D59 pm 1G T'e implementation o# t'e 2uality management system re2uires o,8e ti+e e+i*en eA True 9alse

1F T'e implementation o# 2uality management system *oes not ,ring larity an*

transparen y to *uties an* responsi,ilitiesA True 6alse

1H T'e implementation o# 2uality management system *oes not ma:e export mar:eting easierA True 6alse

19 =it' t'e implementation o# 2uality management system t'e ompany annot se ure greater ustomer loyaltyA True 6alse

20 =it' t'e implementation o# 2uality management system t'e ompany1s ustomer (ill not re ei+e pro*u ts or ser+i es o# a

:no(n le+el o# 2uality t'at is in*epen*ently au*ite*A True 6alse

MGMT510 - T.T06 Q706BT) M0%0GEME%T - BM".;T0%T Q7ESTB.%S ='at is 2uality #or any organi-ationE A solution 0 pro,lem 0 spe i#i ation 0 pro8e t

='at :in* o# *e isions *i* t'e managers ma:e in t'e ol* para*igmE

.trate/ic &ositionin/ $ase' on !ar*are %o'els "ro*u t positioning ,ase* on (ar#are mo*els Mar:et positioning ,ase* on (ar#are mo*els Strategi an* pro*u t positioning ,ase* on (ar#are mo*els

='at is t'e tra*itional +ie( o# 2ualityE Quality is measure* ,y esta,lis'ing an a epta,le le+el o# on#orman e Quality is measure* ,y esta,lis'ing an a epta,le le+el o# employee satis#a tion Qualit# is %easure' $# esta$lishin/ an acce&ta$le le0el o* noncon*or%ance Quality is measure* ,y esta,lis'ing an a epta,le le+el o# ,ot' on#orman e an* non on#orman e

='en (as t'e *e#inition o# total 2uality en*orse*E Bn 1950 Bn 19F0

Bn 19H5 In 1@@-

4ustomers (ant an ex ellent pro*u t or ser+i e #rom an organi-ation t'at also pro+i*es ('i ' o# t'e #ollo(ingE 0 'eartiest (el ome Expli it osts Relia$le 'eli0er# an' a*ter &urchase su&&ort Bmpli it osts

Ser+i e stan*ar*s are usually 'ar* to measure ,e ause o# t'e #ollo(ing reasonE Ser+i e stan*ar*s are intangi,le Ser+i e stan*ar*s are una ounta,le .er0ice stan'ar's are Bu'/%ental

Ser+i e stan*ar*s are in+aria,le

='i ' o# t'e #ollo(ing is re2uire* to ensure 2ualityE 0,sen e o# (astage A$sence o* 'e*ects 0,sen e o# +ariations 0,sen e o# spe i#i ations

0s:ing #or examples& pi tures& *iagrams& an* *ata in meetings& re#ers to ('i ' o# t'e #ollo(ingE 0 ting as gate:eepers 4losing t'e *is ussion Askin/ *or clari*ication Testing #or onsensus

T'e user-,ase* +ie( o# 2uality is popular among t'e

people o# ('i ' o# t'e #ollo(ing areaE 0 ounting /an:ing "'ysi s Marketin/

Motorola (as ommitte* to ('i ' o# t'e #ollo(ing ampaigns in 19H0sE Lero *e#e t .i, si/%a /en 'mar:ing 4ause-an*-e##e t analysis

='at are t'e BS. (Bnternational .rgani-ation #or Stan*ar*i-ation) series stan*ar*s #or in*ustries su ' as aerospa eE QS 9000 A.

@AAA T6 9000 BS.!TS 1G9?9

@uran a*+o ates a ne+er-en*ing spiral o# a ti+ities t'at in lu*es all o# t'e #ollo(ing EK4E"TD "ro*u t *e+elopment 3orkers Bnspe tion an* testing "ur 'asing

To in rease t'e a(areness an* in+ol+ement o# people& employee training s'oul* o+er all o# t'e #ollo(ing EK4E"TD T'e +ision #or t'e #uture o# t'e organi-ation T'e organi-ation<s poli ies an* o,8e ti+es Or/ani:ationsDs intan/i$le resources such as intellectual &ro&ert# (( T'e initiation an* implementation o# impro+ement

a ti+ities

='i ' o# t'e #ollo(ing is a #ollo( up a ti+ity relating to internal au*itE 4olle tion o# 2uality ost *ata Questionnaires an* sur+eys Reri*ication o* i%&le%entation 7tili-ation o# te 'nologies

0ll o# t'e #ollo(ing are t'e onsi*eration o# t'e organi-ations ('en analy-ing 'o( all t'e pro esses intera t to ma:e sure t'at all pro esses operate as an e##i ient net(or: EK4E"TD Ensuring inputs& a ti+ities an* outputs are learly *e#ine* an* ontrolle* Managing ris:s an* opportunities Monitorin/ in&uts an' out&uts to con*ir% that1 /rou& &rocesses are unrelate' Esta,lis'ing *ata analysis t'at #a ilitates ontinual impro+ement a ross all pro esses

='i ' o# t'e #ollo(ing is a +ali* statement a,out *esign an* *e+elopment outputsE Bt i*enti#ies an* re ti#ies against potential on#orman e Bt is use* ('ere ex ess in pro*u t (ill only ,e apparent in use Bt insigni#ies an* on eals t'e signi#i ant #eatures o# t'e pro esses It %eets the in&ut re"uire%ents *or 'esi/n an' 'e0elo&%ent

0gainst ('i ' o# t'e #ollo(ing s ales& t'e 4apa,ility Maturity Mo*el an ,e use* to assess an organi-ationE T'ree pro ess maturity le+els 9our pro ess maturity le+els 6i0e &rocess %aturit# le0els Six pro ess maturity le+els

Bn t'e le+els o# organi-ational maturity& t'e *ys#un tional system pre e*es ('i ' o# t'e #ollo(ing systemsE 0(a:ening System 3e+eloping System Maturing System =orl* 4lass System

='i ' o# t'e #ollo(ing is T;7E #or lo(er osts o# 2ualityE 3oing t'e (rong t'ing in t'e (rong (ay 3oing t'e (rong t'ing in t'e rig't (ay 3oing t'e rig't t'ing in t'e (rong (ay Doin/ the ri/ht thin/ in the ri/ht !a#

='i ' o# t'e #ollo(ing *e#ines t'e ,oun*aries o# t'e ,usiness in ('i ' t'e organi-ation operatesE Rision

Mission "lan .,8e ti+es

='at are t'e ore ompeten ies o# lea*ers'ipE 0 ti+ities t'at get t'e opportunity to meet many people (it' similar interests 0 ti+ities an* pro esses nee*e* to meet ustomers< minimum re2uirements 0 ti+ities t'at gi+es you an opportunity to learn an* experien e ne( t'ings Acti0ities that un'er&in co %&etiti0e a'0anta/e an' are 'i**icult *or co%&etitors to co&#

='i ' o# t'e #ollo(ing is %.T an organi-ational (ea:nessE .,solete #a ilities .,solete pro esses =ea: management team

i/her "ualit# co%&etitors ((

='i ' o# t'e #ollo(ing ,ase all a tions& a ti+ities& an* *e isions on ('at is most li:ely (it'in an et'i al #rame(or: to ensure su ess#ul per#orman e in t'e mar:etpla eE .peration Management .trate/ic Mana/e%ent 9inan ial Management %et(or: Management

Total 2uality relates to ('i ' o# t'e #ollo(ing ('i ' en'an es an organi-ation<s a,ility to gain a sustaina,le ompetiti+e a*+antage in t'e mar:etpla eE .peration Management .trate/ic Mana/e%ent 9inan ial Management %et(or: Management

='i ' o# t'e #ollo(ing is a ommuni ation tool use* to tell a story o# 'o( +alue is reate* #or t'e organi-ationE Bn8e ti+e map .trate/# %a& ((( Sur8e ti+e map /i8e ti+e map

7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y in+entory management measurementE The custo%er &ers&ecti0e (( T'e ,usiness pro ess perspe ti+e T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e

7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y orporate goals measurementE

T'e ustomer perspe ti+e The $usiness &rocess &ers&ecti0e (( T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e

7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y operating ost management measurementE T'e ustomer perspe ti+e T'e ,usiness pro ess perspe ti+e T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e

7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y a+erage time to pro ess or*ers measurementE T'e ustomer perspe ti+e T'e ,usiness pro ess perspe ti+e

T'e #inan ial perspe ti+e T'e learning Q gro(t' perspe ti+e

7n*er ('i ' perspe ti+e o# t'e ,alan e s ore ar*& (oul* you lassi#y num,er o# strategi s:ills learne* measurementE T'e ustomer perspe ti+e T'e ,usiness pro ess perspe ti+e T'e #inan ial perspe ti+e The learnin/ S /ro!th &ers&ecti0e

0ll o# t'e #ollo(ing are t'e examples o# pro*u t on erns #rom ustomers an* en*-users EK4E"TD 4on#orman e Trans&ortation 0+aila,ility 3eli+ery

/rainstorming re#ers to ('i ' o# t'e #ollo(ingE Mess 9in*ing 9a t 9in*ing "ro,lem 9in*ing I'ea 6in'in/

T'e "areto "rin iple is a te 'ni2ue use* ,y 2uality managers to *etermine t'e 2uality ontrol pro,lems on erning a parti ular ser+i e or manu#a turing pro ess to ,e orre te*A ='i ' o# t'e #ollo(ing statements ,est represents t'e pro,lems employe* ,y t'is prin ipleE Bn or*er to minimi-e #inan ial losses& all pro,lems s'oul* ,e orre te* T'e ma8ority o# *e#e ts are ause* ,y a small per entage o# t'e i*enti#ia,le pro,lemsA Bn or*er to a 'ie+e -ero *e#e ts& all 2uality ontrol pro,lems s'oul* ,e orre te* Generally& H0U o# t'e 2uality ontrol pro,lems are 8usti#ia,le #or orre tion +ia ost-,ene#it analysisA

='i ' o# t'e #ollo(ing 'elps you *istinguis' ,et(een normal an* unusual +ariation in a pro essE 5ontrol 5hart 4ause an* e##e t *iagram "areto 4'art S atter 3iagram

T'e o,ser+ation in t'e Tmi**le1 o# sorte* *ata is alle*D Mo*e Me'ian ;ange Rarian e

='i ' o# t'e #ollo(ing is t'e ontri,utor to materials as a ause in #ree-t'ro(ing ause-an*-e##e t *iagramE Hasket$all

Games Ri*eo amera Tou 'e* rim

='i ' o# t'e #ollo(ing is t'e ontri,utor to e2uipments as a ause in #ree-t'ro(ing ause-an*-e##e t *iagramE /as:et,all Games Ri'eo ca%era Tou 'e* rim

Bn ('i ' o# t'e #ollo(ing teams& t'e team mem,ers ommuni ate ,y omputers& ta:e turns as lea*ers& an* 8ump in an* out as ne essaryE Rirtual t ea % s Quality ir les Management teams

%atural (or: teams

='i ' o# t'e #ollo(ing is per#orme* in t'e pro ess o# ,en 'mar:ingE To olle t relate* an* stru ture* a ti+ities t'at pro*u e a spe i#i pro*u t To plan an* ontrol t'e per#orman e o# any type o# a ti+ity To co%&are e,ternal 'ata collecte' to the internal 'ata collecte' To reate goo*s an* ser+i es t'at meet nee*s an* (ants o# ustomers

='i ' o# t'e #ollo(ing is %.T t'e responsi,ility o# organi-ation regar*ing 4ompeten e& 0(areness an* Training o# employeesE To i%&le%ent the countr#8s le/al re"uire%ents *or e**icient trans&ortation o* &eo&le To ma:e training a+aila,le to employees or ta:e ot'er a tions to satis#y ompeten y nee*s To *etermine t'e ne essary ompeten e #or employees per#orming (or: a##e ting pro*u t 2uality

To ensure t'at employees are a(are o# t'e rele+an e an* importan e o# t'eir a ti+ities

)ou :no( 'o( to paint& ,ut your rea tions are not automati ---- you 'a+e to (or: at itA T'is statement re#ers to ('i ' o# t'e #ollo(ing stages o# learningE 7n ons ious in ompeten e 4ons ious in ompeten e 5onscious co % & et e nc e ( ( 7n ons ious ompeten e

Mouser Ele troni s *etermines& olle ts& an* analy-es *ata to *emonstrate t'e ontinuing suita,ility an* e##e ti+eness o# 2uality management systemA ='at (ill ,e t'e ontents o# *ata use* #or su ' analysis E >

='at are t'e responsi,ilities o# t'e o(ner o# a riti al su ess #a torE >

='at are t'e a*+antages an* uses o# a #is' ,one

*iagramE Mar:s=2$1)

T'e poli y o# 0/4 Ma 'ine =or:s 6t*A is to pro+i*e pro*u ts an* ser+i es t'at meet t'e re2uirements o# our ustomers in a or*an e (it' our 2uality poli yA 5o( t'e management an* employees o# t'is ompany are ommitte* to a 'ie+ing t'is poli yE 5

4ompare an* ontrast run 'arts an* ontrol 'artsA 5

Explain t'e #ollo(ing in t'e lig't o# se+en-step met'o* #or pro,lem sol+ingD Mar:s=5$5)

V 4olle t an* 0naly-e 3ata

V B*enti#y t'e ;oot 4ause

3i##erentiate ,et(een ontrol limits an* spe i#i ation limitsA 10 A'%in 0*ministrator

%um,er o# postsD H05H

;ate ,y 0*minD ;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 12D59 pm MB3TE;M EK0MB%0TB.% 9066 200F Mar:sD ?0 MGMT510 - T.T06 Q706BT) M0%0GEME%T (Session

='i ' o# t'e #ollo(ing is t'e o** one outE "eter 3ru :er "'ilip 4ros,y =A E*(ar*s 3eming

Maoro Bs'i:a(a

.ne o# t'e most e##e ti+e means o# implementing 2uality initiati+es #or exe uti+e management is toD

Esta$lish "ualit# /oals tie' to or/ani:ational &er*or%ance 4on*u t meetings on 2uality an* *emonstrate support #or initiati+es Ma:e pu,li announ ements explaining t'e ompany<s 2uality goals 5ire a 2uality onsultant to *e+elop a total 2uality plan an* lea* its implementation

BS. 9000 erti#i ationD 0ims to promote top management1s ommitment to TQM 4erti#ies pro*u ts an* t'eir manu#a turing pro esses 3oes not apply to ser+i e in*ustries Bs seen as a ustomer re2uirement

0 or*ing to 4ros,y& most ompanies spen* W 2uality ostsA 17 to -A 20 to 25 25 to >0 %one o# t'e gi+en options

per ent o# t'eir sales *ollars on

T'e ontrol o# 2uality in+ol+es t'e #ollo(ing pro esses ex eptD 0ssess a tual 2uality per#orman e 4ompare per#orman e (it' goals 0 t on *i##eren es ,et(een per#orman e an* goals None o* the /i0en o&tions

Met'o*s o# ontinuous impro+ement in lu*e Six Sigma 6ean "ro*u tion Mai-en All o* the /i0en o&tions

S'are'ol*er is an example o# Bnternal ustomer External ustomer In0estor custo%er So ial ustomer

on epts are re#erre* to as statisti al 2uality ontrol (SQ4)A .he!hart8s

3eming1s @uran1s 4ros,y1s is t'e 8u*ge o# 2ualityA 5usto%er

Supplier "ro*u er %one o# t'e gi+en options is not an example o# organi-ationA 9a tory Mos2ue 5ospital None o* the /i0en o&tions

3eming y le (as *e+elope* to lin: t'e pro*u tion o# a pro*u t (it' onsumer nee*sA True 6alse

0+oi*a,le osts are relate* to pre+enting *e#e tsA True 6alse

Total 2uality re2uires a set o# gui*ing prin iplesA True 6alse ((

4ros,y is ,est :no(n #or 'is a*+o a y o# -ero *e#e ts managementA

True 9alse

T'e Six Sigma is a ne( #ile* separate #rom t'e total 2uality p'ilosop'yA True 6alse

5o( (oul* you esta,lis' a system to measure ustomer satis#a tionE

Question %oD 1F ( Mar:sD 5 )

='i ' o# t'e 2uality gurus& in your +ie(& 'a+e most signi#i antly in#luen e* t'e 2uality mo+ement sin e =orl* =ar BBE

Question %oD 1H ( Mar:sD 5 )

3is uss t'e +arious types o# 2uality ostsA ='at :in* o# osts s'oul* a #irm ,e more on erne* (it' an* ('yE

Question %oD 19 ( Mar:sD 10 )

3is uss t'e a,solutes o# 2uality in ontext to t'e organi-ation you are (or:ing in or are #amiliar (it'A

/eing a 2uality ontrol manager you are suppose* to +isit a restaurant o# your area& 'o( (oul* you measure its 2uality 3eming1s 1?!F as a gui*eline

Discuss the i%&ortance o* the 25 conce&t in P5AP8s i%&le%entation o* Total Qualit# Mana/e%ent Nou are &lannin/ to o&en an internet ca*T an' ha0e secure' the necessar# ca&italE Nour ai% is to attract $oth re/ular custo%ers an' &assin/ tra'eE Discuss the ke# i%&lications o* this *or the %ana/e%ent o* the $usinessE

Question 3h# 'o #ou think that co%&anies in the Cnite' .tates !ere slo! to a'o&t the "ualit# %ana/e%ent &rinci&les Fa&anese co%&anies ha' use' to /ain %arket share !orl'!i'e(

Hein/ the %ana/er o* XNU1 the I.O @AAA:-AAA certi*ie' co%&an#1 !hat t#&e o* &ro$le%s #ou encountere' !hile i%&le%entin/ I.O @AAA:-AAA1 an' !hat ste&s #ou took to han'le such &ro$le%s(

A'%in 0*ministrator %um,er o# postsD H05H

;ate ,y 0*minD ;eputationD 22

Re: MLMT 71A TQM All Qui: ,y A'%in on Sat @an 2>& 2010 1D00 pm 9B%06TE;M EK0MB%0TB.% 9066 200F MGT510 - T.T06 Q706BT) M0%0GEME%T (Session -2 ) Mar:sD G0TimeD 150min Exam 3ateD T'urs*ay& Mar ' 0G& 200H

='i ' o# t'e #ollo(ing statements ,est *es ri,e t'e a ronym S=.TE Spe i#i & =itness& .pportunities& an* Time

Single& =ea:nesses& . asion& an* Ta ti s .tren/ths1 3eaknesses1 O&&ortunities1 an' Threats Strategi & =ea:nesses& .,8e ti+es& an* Ta ti s

='i ' o# t'e #ollo(ing is %.T a la( o# organi-ational 'angeE In0ol0e e0er#one a**ecte' $# chan/e in %akin/ it (( /e prepare* to listen an* o,ser+e Trust people (it' *ignity an* respe t 7n*erstan* t'e 'istory ,e'in* t'e urrent ulture

T'e most e##e ti+e lea*ers an ,e #oun* in ('at part o# an organi-ationE To&-le0el % a na / e % e nt Mi*-le+el management 6o(est pai* (age earner

0ll o# t'e gi+en options

='i ' o# t'e #ollo(ing 'ara ter traits promote su ess#ul team(or:E onest# 4ontrolling 0 ounta,ility /ossy

='i ' o# t'e #ollo(ing statements outlines t'e relations'ip #a torE BS. 9000 an* total 2uality are not in ompetition BS. 9000 an* total 2uality are not inter 'angea,le BS. 9000 is ompati,le (it' total 2uality All o* the /i0en o&tions

='at is t'e only tool o# t'e se+en tools t'at is not ,ase* on statisti sE "areto 4'art 6ish$one Dia/ra% S atter 3iagram 5istogram

='at portion o# t'e Q93 'ouse explanation is ('ere ustomer re2uirements are on+erte* into manu#a turing termsE T'e (all T'e roo# T'e mi**le T'e ,ottom

T'e most ommon in'i,itor o# S"4 isD Bna*e2uate training

6a : o# resour es 9ailure to 'a+e pro esses un*er ontrol 6o( pro*u tion rates

6ittle Q regar*s t'e ustomer asD T'e person ('o ,uys t'e pro*u t 0ll people in+ol+e*& internal& an* external T'e *e ision-ma:er 5a+ing ontinually 'anging nee*s

='i ' o# t'e #ollo(ing ,e'a+ior ,est *es ri,es t'e on ept o# ,en 'mar:ingE 7net'i al Bllegal Bn*ustrial espionage None o* the /i0en o&tions ((

='i ' o# t'e #ollo(ing statements is onsi*ere* true on erning t'e a##e ts o# glo,al integrationE Bt 'as 'elpe* #uel e onomi gro(t' t'roug'out t'e in*ustriali-e* (orl* Bt an ,e t'e 0 'illes 'eel o# e onomi gro(t' 3o(nturns in one ountry an no( 'a+e a ripple e##e t t'at 2ui :ly sprea*s to ot'er ountries All o* the /i0en o&tions

='i ' o# t'e #ollo(ing statements is not true a,out Total Quality Management (TQM)E TQM is #o use* on impro+ing pro*u t an* ustomer ser+i e 2uality TQM is expensi+e to initiate TQM re2uires top management support TQM re"uires I.O @AAA certi*ication

='i ' o# t'e #ollo(ing may ,e a *imension o# 2ualityE "er#orman e 4on#orman e ;elia,ility 3ura,ility

0 or*ing to @uran trilogy& 2uality ontrol in+ol+es ('i ' o# t'e #ollo(ing pro ess(es)A 0ssessment o# a tual 2uality per#orman e 4omparison o# per#orman e (it' goals 0 tion on *i##eren es ,et(een per#orman e an* goals All o* the /i0en o&tions

is

,est :no(n #or 'is -ero *e#e ts managementA 5ros$# 3eming @uran %one o# t'e gi+en options

T'e nee* to impro+e an organi-ation1s #inan ial on*ition orrelate* *ire tly (it' t'e pro ess o# ma:ing an* measuring 2uality impro+ementsA True 9alse

S=.T 0nalysis is t'e only step nee*e* in t'e strategi planning pro essA True 9alse

T'e on ept o# 2uality 'as o#ten ,een *e#ine*& #rom a

trans en*ent +ie(& as innate ex ellen eA True 9alse

Quality materials pro*u e* ,y @uran 'a+e ,een translate* into 12 *i##erent languagesA True 6alse

"'ilosop'y 'elps us to un*erstan* people& intera tions ,et(een people an* ir umstan esA True 9alse

0 or*ing to +ie( 2uality means meeting or ex ee*ing ustomer expe tationsA

"oorly traine* operator is an example o# A

Six Sigma (as *e+elope* ,y to impro+e its ,usiness pro essesA

BS. 9001 an* BS. 900? are :no(n as A

S atter *iagram is use* to measure ,et(een t(o +aria,lesA

Question %oD 2G ( Mar:sD 5 ) Explain t'e total 2uality p'ilosop'y o# trainingA Question %oD 2F ( Mar:sD 5 ) Explain t'e purpose o# a "areto 4'artA Gi+e an example o# ('en it s'oul* ,e use*A Question %oD 2H ( Mar:sD 5 )

='y *o some 2uality initiati+es #ailE Question %oD 29 ( Mar:sD 10 ) 3e#en* t'e statement t'at t'e operator o# t'e pro ess s'oul* ,e t'e o(ner an* *ata plotter o# t'e ontrol 'art& as oppose* to a person #rom 2uality assuran e or engineerA Question %oD >0 ( Mar:sD 10 ) Explain t'e #ollo(ing statement OSu ess#ul implementation o# empo(erment re2uires 'ange in t'e orporate ultureAP