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MIDTERM EXAMINATIONSpring 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
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Question No: ( Marks: 1 ) - Please choose one
.houl' #ou *or/et the &ro$le% once sol0e'
%o& it mig't go rong again
No there %i/ht still $e !a#s to i%&ro0e it
es& an* mo+e on to t'e next pro,lem
es& an* on entrate on maximi ing pro*u tion
Question No: 2 ( Marks: 1 ) - Please choose one
3hich o* the *ollo!in/ re*ers that %ana/ers are notres&onsi$le *or e,ecution o* !ork $ut res&onsi$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
ttri,utes
Question No: 7 ( Marks: 1 ) - Please choose one
3ho !as the ke# internal stakehol'er in the ol' &ara'i/%
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One8s $oss
.ne s supplier
.ne s ustomer
.ne s asso iates
Question No: 9 ( Marks: 1 ) - Please choose one
3hich o* the *ollo!in/ is the correct se"uence o* anor/ani ation8s su&&l# chain
Trans#ormation pro ess& *eli+ery to ustomers& a uisition o#resour es
Trans#ormation pro ess& a uisition o# resour es& *eli+ery toustomers
3eli+ery to ustomers& a uisition o# resour es&trans#ormation pro ess
Ac"uisition o* resources trans*or%ation &rocess'eli0er# to custo%ers
Question No: ; ( Marks: 1 ) - Please choose one
Accor'in/ to
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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
large-s ale system #or relia,le supply o# large amounts o#uninterrupte* po er
A *uture-oriente' &ers&ecti0e !here *oun'ation 'ecisionsare %a'e $ase' onanal#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
part o# t'e management& sustaine*& gra*ual 'angein lu*es onstan y o#
purpose
Question No: 1 ( Marks: 1 ) - Please choose one
Durin/ 1@@ s !hich o* the *ollo!in/ institutions $e/an to &a#increase' attention to"ualit#
E*u ation an* 'ealt' are only
E'ucation health care an' /o0ern%ent
ealt' are an* go+ernment only
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Go+ernment an* #inan ial institutions only
Question No: 11 ( Marks: 1 ) - Please choose one
3hat is the nature o* total "ualit# a&&roach
n organi ation-,ase* system
A &eo&le-*ocuse' %ana/e%ent s#ste%
s ien e-oriente* pro ess
'ome-,ase* system
Question No: 1 ( Marks: 1 ) - Please choose one
3hat 'oes the ter% &rocess %ean
T'e gui*an e an* ontrol o# a tion re uire* to exe ute a program
T'e a t o# entering into or t'roug' somet'ing
A se"uence o* acti0ities inten'e' to achie0e so%e results
T'e or*er in 'i ' *etails are pla e* in a pie e o# riting
Question No: 12 ( Marks: 1 ) - Please choose one
3hich o* the *ollo!in/ con'itions is in0ol0e' in the &rocess*or e0er# %aBor acti0it#!ithin an or/ani ation
E+ery ma8or a ti+ity mounts tra*itional organi ational ,oun*aries
E+ery ma8or a ti+ity mounts mo*ern organi ational ,oun*aries
E+ery ma8or a ti+ity rosses mo*ern organi ational ,oun*aries
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E+ery ma8or a ti+ity rosses tra*itional organi ational ,oun*aries
Question No: 14 ( Marks: 1 ) - Please choose one
3hich o* the *ollo!in/ %ost likel# a**ects the relia$ilit#an' %aintenance
characteristics o* a &ro'uct or ser0ice
"ri e
Desi/n
4on ept
a,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
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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 e ual 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' ori%&lie' nee's
T'e totality o# #eatures an* 'ara teristi s o# a pro*u tor ser+i e t'at ,ear on itsa,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/ one8snee'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'ucer s 0ie!
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4ustomer0s
1950s
1@> s
Question No: 1 ( Marks: 1 ) - Please choose one
Accor'in/ to De%in/ 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!ork *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
e 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# 3hat !ere theirinsi/hts *or "ualit#
Measurement& management& an* impro+ement
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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 $eha0ioral theories 'e0elo&e'
19>0s
19?0s
1950s
1@9 s
Question No: 4 ( Marks: 1 ) - Please choose one
The e%&eror !ho a!ar'e' Furan !ith GOr'er o* the .acre'Treasure %e'al8$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 tocusto%er re"uire%ents
rman* eigen,aum
A E* ar*s 3eming
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@osep' @uran
Phili& 5ros$#
Question No: 9 ( Marks: 1 ) - Please choose one
Furan a'0ocates a ne0er-en'in/ s&iral o* acti0ities thatinclu'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 TQM !hat 'oes the acron#% MHNQA stan' *or
Malcol% Hal'ri/e National Qualit# A!ar'
Maslo /loom %ational Quantity ar*
Mary,et' /an*it %ational Quality ar*
Me*i are /ene#its %ational Quality ar*
Question No: > ( Marks: 1 ) - Please choose one
The E6QM E,cellence Mo'el re*ers its scorin/ %etho'olo/#as RADAR 3hat 'oesRADAR stan' *or
Results A&&roach De&lo#%ent Assess%ent an' Re0ie!
;a*io 3ete tion an* ;anging& ;ig'ts& +aila,ility&3istri,ution nalysis an*
;eporting
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;ele+ant& ppropriate& 3istin ti+e& 'ie+a,le an* ;ealisti
;esear '& ttitu*e& 3eli+ery& ttitu*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'+oren0iron%ental %ana/e%ent s#ste%s
BS. 19011
BS. 900?
BS. 9001
I.O @
Question No: 2 ( Marks: 1 ) - Please choose one
3hich o* the *ollo!in/ %o'els 'oes not re*lect &rocessesat a 'etaile' le0el $utco0ers all the contents o* the I.O .tan'ar'
Mo'el o* a &rocess-$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 oun*ation Quality mo*el
Question No: 21 ( Marks: 7 )
Furan 'e*ines "ualit# as itness *or use 5o%%ent on thisstate%ent
Question No: 2 ( Marks: 1 )
?ist 'o!n the &rinci&les o* total "ualit# E,&laincontinuous i%&ro0e%ent an'learnin/ &rinci&le (Marks 9J4)
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Total Qualit# Mana/e%ent K MLT71
Qui es cession s&rin/- 1
.ol0e' $# Tari" Meh%oo'
Note: 5hoices !ith %arke' are 0eri*ie' ans!ers
Qui no 1
Question C 1 o# 15 ( Start timeD 11D02D05 "M ) Total Mar:sD 1
Bn total uality perspe ti+e& uality planning& an* strategi ,usiness planning are treate*as 'i ' o# t'e #ollo ing
3i##erent
5onsistent
Bn*istinguis'a,le
3issimilar
Question C 2 o# 15 ( Start timeD 11D0>D1> "M ) Total Mar:sD 1
T'e mar:eting team o# a ompany arrie* out a sur+ey on erning expe tations o# t'e
ustomers #rom t'e pro*u tA 'at s'oul* ,e t'e pro*u t *e+elopment *epartment o# t'eompany *esign
The &ro'uct %eetin/ re"uire%ents o* the custo%ers
T'e pro*u t meeting re uirements o# t'e *istri,utors
T'e pro*u t meeting re uirements o# t'e management
T'e pro*u t meeting re uirements o# t'e s'are'ol*ers
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Question C > o# 15 ( Start timeD 11D0?D29 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing results in lo osts
i/h &ro'ucti0it# an' hi/h ca&acit# utili ation
6o pro*u ti+ity an* lo apa ity utili ation
6o pro*u ti+ity an* 'ig' apa ity utili ation
ig' pro*u ti+ity an* lo apa ity utili ation
Question C ? o# 15 ( Start timeD 11D05D>5 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing are generally easy to *ete t using statisti al met'o*s& an* it isusually e onomi al to remo+e t'em
5o%%on causes
Spe ial auses
Bmpli it auses
ssigna,le auses
Question C 5 o# 15 ( Start timeD 11D0FD10 "M ) Total Mar:sD 1
'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a *imension o# uality
"ro*u t loo:s an* soun*s
/ran* name an* pri e
/ells an* 'istles o# t'e pro*u t
A$ilit# to re&air a &ro'uct
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Question C o# 15 ( Start timeD 11D0HD>F "M ) Total Mar:sD 1
3uring 'i ' entury& t'e manu#a turers ,egan to in lu*e uality pro esses in uality pra ti es
1Ft' entury
1Ht' entury
19t' entury
th 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* int'emsel+es
Or/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
#ter t'e ar& 3eming as in+ite* to 'i ' o# t'e #ollo ing ountries
Germany
Fa&an
ran e
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4'ina
Question C 9 o# 15 ( Start timeD 11D12D? "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing statements is T;7E #or t'e organi ations #o using pro,lem-sol+ing an* ontinuous impro+ement
ail to emp'asi e error pre+ention an* *esign uality
6ail to *ocus on !hat is trul# i%&ortant to the custo%er
ail to i*enti#y t'e ,est times a,out t'e situation in t'e past
ail to integrate all organi ational #un tions
Question C 10 o# 15 ( Start timeD 11D1?D0 "M ) Total Mar:sD 1
Quality applies to 'i ' aspe t(s) o# t'e organi ation
"ro*u ts only
"ro*u ts an* ser+i es
"eople an* pro*u t
Pro'ucts ser0ices 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 uality assuran e
Top management
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Actions to &ro0i'e con*i'ence o* satis*#in/ "ualit# re"uire%ents
;esponsi,ilities an* pro esses& 'i ' implement uality management
Question C 12 o# 15 ( Start timeD 11D1 D0H "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' ustomers
.rganism mo*el
Me 'anisti mo*el
4ultural mo*el
Total 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 uality #or a 'ie+ement o# TQM
T'e Managing 3ire tor
T'e .perati+e
T'e Quality Manager
E0er#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# uality
Exterior #inis'
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Quality o# or:
Cse*ul li*e
Ease o# repair
Question C 15 o# 15 ( Start timeD 11D19D> "M ) Total Mar:sD 1
J%ot gi+ing respe t to ot'er people s ontri,utionsJ& *epi ts 'i ' o# t'e #ollo ing sel#-oriente* ,e'a+ior
3i+erting
Ex lu*ing
Helittlin/
/lo :ing
Qui No
'i ' entury& t'e manu#a turers ,egan to in lu*e uality pro esses in uality pra ti es
1Ft' entury
1Ht' entury
19t' entury
th centur#
Bn t'e ne para*igm& managers +ie error as 'i ' one o# t'e #ollo ing
t'reat
su,stitute
An o&&ortunit#
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n en*
'ose on epts are re#erre* to as statisti al uality ontrol (SQ4)
.he!hart8s
3eming s
@uran s
4ros,y s
Bn 'i ' o# t'e #ollo ing operations great *eal o# +ariations an o ur
Manu*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 isusually e onomi al to remo+e t'em
5o%%on causes
Spe ial auses
Bmpli it auses
ssigna,le auses
'o argue* t'at ,eauty oul* ,e un*erstoo* only a#ter exposure to a series o# o,8e tst'at *isplay its 'ara teristi s
3ru :er
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4ros,y
3eming
Plato
3uring 'i ' ar& 3eming taug't uality ontrol ourses as part o# t'e national *e#ensee##orts
orl* ar B
3orl' 3ar II
Mexi an- meri an ar
T'e 4i+il ar
'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a *imension o# uality
"ro*u t loo:s an* soun*s
/ran* name an* pri e
/ells an* 'istles o# t'e pro*u t
A$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 ing
Qualit# o* &ro'uct
Quality o# sta##
Bn#eriority o# pro*u t
Bn#eriority o#ser+i e
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T'e stan*ar*s #or output ,ase* on uality an* ustomer-ser+i e re uirements t'atoriginate at t'e organi ational an* pro ess le+els in lu*e re uirements #or all o# t'e#ollo ing EK4E"TD
ura y
Bnno+ation
Timeliness
Turno0er
J%ot gi+ing respe t to ot'er people s ontri,utionsJ& *epi ts 'i ' o# t'e #ollo ing sel#-oriente* ,e'a+ior
3i+erting
Ex lu*ing
Helittlin/
/lo :ing
#ter t'e ar& 3eming as in+ite* to 'i ' o# t'e #ollo ing ountries
Sele t orre t optionD
Germany
Fa&an
ran e
4'ina
'i ' o# t'e #ollo ing results in lo osts
i/h &ro'ucti0it# an' hi/h ca&acit# utili ation
6o pro*u ti+ity an* lo apa ity utili ation
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6o pro*u ti+ity an* 'ig' apa ity utili ation
ig' 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 s
"ro8e ts
"ro*u ts
.er0ices
Measurement
'o *e+elope* Quality un tion 3eployment (Q 3)
re*eri : Taylor
@osep' MA@uran
Akao
rman* eigen,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
Throu/h inte/ration !ith o0erall $usiness &lannin/
T'roug' *epen*en e it' o+erall ,usiness planning
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Descri$es the &rinci&les o* a "ualit# %ana/e%ent s#ste% an' 'e*ines theter%inolo/#
3es ri,es t'e re uirements relati+e to a uality management system eit'er #or internaluse or #or ontra tual or erti#i ation purposes
Bnten*e* #or internal use an* not #or ontra tual purposes& #o uses parti ularly onontinually impro+ing per#orman e
4ontains t'e gui*elines #or au*iting uality management an*!or en+ironmentalmanagement systems
Question 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
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All o* the *ollo!in/ are the reasons !h# Total Qualit# Mana/e%ent &ro/ra%s arenot &roli*ic *or %an# co%&anies 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
TQM *ocuses on custo%ers an' stakehol'ers
Question @ o* 17 ( .tart ti%e: 1 :72:17 PM ) Total Marks: 1
3hat is the other na%e use' *or De%in/ 5#cle
.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 1 o* 17 ( .tart ti%e: 1 :74:17 PM ) Total Marks: 1
3hat is necessar# *or a s#ste% to $e e**ecti0e
The co%&onents o* an# s#ste% %ust !ork to/ether *or the s#ste%
T'e omponents o# any system must not or: toget'er #or t'e system
T'e omponents o# any system s'oul* not ,e organi e* #or t'e system
T'e omponents o# any system s'oul* pro+i*e *isruption #or t'e system
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Question 11 o* 17 ( .tart ti%e: 1 :77: > PM ) Total Marks: 1
3hich o* the *ollo!in/ is NOT the criterion un'er 5ana'ian A!ar's *or HusinessE,cellence
6ea*ers'ip
Plannin/ *or contraction
"ro ess optimi ation
Supplier #o us
Question 1 o* 17 ( .tart ti%e: 1 :79:2 PM ) Total Marks: 1
3hich o* the *ollo!in/ is true *or su$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
These are linke' to/ether as internal custo%ers an' su&&liers
Question 12 o* 17 ( .tart ti%e: 1 :7>: PM ) Total Marks: 1
3hat is the relationshi& $et!een Ishika!a an' De%in/
Son an* #at'er
%ep'e an* un le
.tu'ent an' teacher
Gran*son an* gran*#at'er
Question 14 o* 17 ( .tart ti%e: 1 :7>:71 PM ) Total Marks: 1
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3hich o* the *ollo!in/ state%ents is TRCE *or little "
.tri0in/ *or "ualit# in a li%ite' or s&eci*ic area
Sear 'ing #or spe i#i lines o# text ontaining a parti ular pattern
Mat 'ing rules en o*e* in a string a or*ing to ertain syntax rules
Gi+ing om,ination o# +alues #or t'e #ree +aria,les
Question 17 o* 17 ( .tart ti%e: 1: :14 PM ) Total Marks: 1
The 5a&a$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 uality 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 11D5 D02 "M ) Total Mar:sD 1
T'e ustomer +alue strategy may ,e a**resse* in 'i ' o# t'e #ollo ing topi s
Sele t orre t optionD
"ro8e ts
"ro*u ts
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Ser+i es
Measure%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 uality ontrol
Sele t orre t optionD
.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 ess
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
o s'oul* t'e ,en 'mar:ing o# in*i+i*ual pro esses as ell as ustomer satis#a tion ,eemploye*
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Sele t orre t optionD
s a stan*ar* tool
s a *e#e ti+e tool
As an i%&ro0e%ent tool
s 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
Qualit# &lannin/
;e-inspe tion
"ro*u t re alls
4ustomer returns
Question C o# 15 ( Start timeD 12D00D51 M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is %.T in lu*e* in t'e BS. registration pro ess
Sele t orre t optionD
3o ument re+ie ,y t'e registrar o# t'e uality system *o uments or uality manual
"re-assessment& 'i ' i*enti#ies potential non omplian e in t'e uality system or in t'e*o umentation
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Re0ie! the &ro/ra% 'escri&tions an' select the &ro/ra%(s) that !ill ena$le #ou tocontri$ute %ore to #our or/ani ation
ssessment ,y a team o# t o or t'ree au*itors o# t'e uality system an* its*o umentation
Question C F o# 15 ( Start timeD 12D02D1> M ) 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* no le*ge
Sele t orre t optionD
.choltes
3eming
@uran
4ros,y
Question C H o# 15 ( Start timeD 12D02D5 M ) Total Mar:sD 1
'i ' o# t'e #ollo ing results in lo osts
Sele t orre t optionD
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
ig' pro*u ti+ity an* lo apa ity utili ation
Question C 9 o# 15 ( Start timeD 12D0>D?F M ) Total Mar:sD 1
o an t'e uality ,e ompute*
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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? M ) Total Mar:sD 1
3o umentation an* *ata on existing pro*u ts& are an example 'i ' o# t'e #ollo ing
Sele t orre t optionD
External inputs
Internal in&uts
Eit'er internal or external inputs
%eit'er internal nor external inputs
Question C 11 o# 15 ( Start timeD 12D0 D19 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+ior
Sele t orre t optionD
T#&ical A%erican MHO s#ste%
Typi al @apanese M/. system
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Typi al 4'inese M/. system
7n ommon 4'inese M/. system
Question C 12 o# 15 ( Start timeD 12D0FD0H M ) Total Mar:sD 1
'o *e+elope* Quality un tion 3eployment (Q 3)
Sele t orre t optionD
re*eri : Taylor
@osep' MA@uran
Akao
rman* eigen,aum
Question C 1> o# 15 ( Start timeD 12D0HD0 M ) Total Mar:sD 1
ll 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>> M ) 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 ourage
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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 M ) Total Mar:sD 1
o t'e re uirements #or *o umentation an* re or*s may not arise
Sele t orre t optionD
4ontra tual re uirements #rom t'e ustomer or ot'er intereste* parties
eptan e o# international& national& regional an* in*ustry se tor stan*ar*s
Irrele0ant 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 M ) Total Mar:sD 1
t 'i ' le+el& *oes t'e uality on ern enters on meeting internal ustomerre uirements
Sele t orre t optionD
.rgani ational le+el
"er#ormer le+el
"ro ess le+el
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"ro*u tion le+el
Question C 2 o# 15 ( Start timeD 12D20D12 M ) Total Mar:sD 1
'o is :no n as a #at'er o# mo*ern-*ay statisti al uality ontrol
Sele t orre t optionD
.he!hart
3eming
@uran
4ros,y
Question C > o# 15 ( Start timeD 12D20D?> M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is T;7E #or 'ig'er osts o# uality
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 M ) Total Mar:sD 1
'i ' o# t'e #ollo ing on epts an* tools an ,e use* to assess internal ustomer nee*san* to ommuni ate internal supplier apa,ilities
Sele t orre t optionD
inan ial
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Management
Marketin/
"ro*u tion
Question C 5 o# 15 ( Start timeD 12D2>D02 M ) Total Mar:sD 1
T'e management representati+es appointe* an* gi+en aut'ority ,y t'e seniormanagement are #or all o# t'e #ollo ing EK4E"TD
Sele t orre t optionD
Managing
Mishan'lin/
E+aluating
4oor*inating
Question C o# 15 ( Start timeD 12D2?D20 M ) 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+ation
Sele t orre t optionD
an'lin/
,olition
;is:
S'rin:ing
Question C F o# 15 ( Start timeD 12D25D> M ) Total Mar:sD 1
ll o# t'e #ollo ing are t'e ,asi re uirements o# BS. 9000 EK4E"TD
Sele t orre t optionD
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*o umente* uality system
4onsistent a*'eren e to t'e *o umente* uality 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 12D2 D50 M ) Total Mar:sD 1
3uring 1990s& t'e #ollo ing institution(s) ,egan to pay in rease attention to ualityA
Sele t orre t optionD
E*u ation an* 'ealt' are only
E'ucation health care an' /o0ern%ent
ealt' are an* go+ernment only
Go+ernment an* #inan ial institutions only
Question C 9 o# 15 ( Start timeD 12D2FD?F M ) Total Mar:sD 1
'i ' one o# t'e #ollo ing *epi ts relia,ility I a *imension o# uality
Sele t orre t optionD
/ells an* 'istles o# t'e pro*u t
Meetin/ s&eci*ications
+erage time #or t'e unit to #ail
Quality o# or:
Question C 10 o# 15 ( Start timeD 12D29D0F M ) 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 e
Sele t orre t optionD
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.rganism mo*el
Mechanistic %o'el
4ultural mo*el
Total Quality mo*el
Question C 11 o# 15 ( Start timeD 12D29D5 M ) Total Mar:sD 1
ll 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
Qualit# &lannin/
Question C 12 o# 15 ( Start timeD 12D>0D>? M ) 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
5usto%er returns
Question C 1> o# 15 ( Start timeD 12D>1D>5 M ) Total Mar:sD 1
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ll o# t'e #ollo ing are t'e groun*s to gi+e ,irt' to total uality approa ' EK4E"TD
Sele t orre t optionD
.,session it' uantity
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 M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is +ie e* as a 4onsistent "air
Sele t orre t optionD
BS. 9000 an* BS. 900?
BS. 19HF an* BS. 1992
BS. 1992 an* BS. 199F
I.O @ 1 an' I.O @ 4
Question C 15 o# 15 ( Start timeD 12D>>D?0 M ) Total Mar:sD 1
Bn 'i ' entury& t'e 7S ,ro:e #urt'er #rom t'e European tra*ition an* a*opte* a nemanagement approa ' *e+elope* ,y re*eri : A Taylor
Sele t orre t optionD
1Ft' entury
1Ht' entury
1@th centur#
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20t' entury
Ne,t Qui
1A ll o# t'e #ollo ing are t'e groun*s to gi+e ,irt' to total uality approa 'EK4E"TD
A .,session it' uantity/A 4on#usion an* poor lea*ers'ip4A .ne employee in 'argeD Political 'isor'er
2A 'i ' o# t'e #ollo ing as *e+elope* ,y Motorola to impro+e its pro esses ,yminimi ing *e#e ts
A BS. 9000H .i, si/%a4A QS 90003A TQM
>A Quality applies to 'i ' aspe t(s) o# t'e organi ationA "ro*u ts only
/A "ro*u ts an* ser+i es4A "eople an* pro*u tD Pro'ucts ser0ices an' &eo&le
?A 'i ' o# t'e #ollo ing statements is T;7E a,out 3eming s p'ilosop'yA It 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 uality is t'eresponsi,ility o# e+eryone in t'e organi ation4A 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 analysis3A 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* no le*geA The# see the s#%&to%s $ut not the 'ee& causes o* &ro$le%s/A T'ey *o not :no 'en expe tations are realisti4A T'ey *o not un*erstan* moti+ation! 'y people *o 'at t'ey *o3A T'ey *o not :no 'o to plan an* a omplis' learning an* impro+ement
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A J"ro,lems ill remain unsol+e*& *espite t'eir ,est e##ortsAJ 'en t'is ill'appen
A 'en people *on t un*erstan* systems/A 'en people *on t un*erstan* psy 'ology4A 'en people *on t un*erstan* +ariationD 3hen &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 aleA Do sta/e/A t stage4A "lan stage3A 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*
A Quality impro+ement/A Quality planning5 Qualit# control3A Quality pro ess
9A ll o# t'e #ollo ing steps are re uire* #or uality planning EK4E"TDA 3etermine 'o t'e ustomers are
/A 3eploy t'e plans to operational le+els4A B*enti#y ustomers nee*sD Assess actual "ualit# &er*or%ance
10A 'i ' o# t'e #ollo ing is an ans er to t'e irst ,solute o# QualityManagementas summari e* ,y 4ros,yN 'at is ualityA 5on*or%ance to re"uire%ents/A "re+ention4A Lero *e#e ts3A "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 ation
Sele t orre t optionD
"ro*u ts only
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"ro*u ts an* ser+i es
"eople an* pro*u t
Pro'ucts ser0ices an' &eo&le
Question C 2 o# 15 ( Start timeD 09D55D01 "M ) Total Mar:sD 1
@uran *e#ines uality as O#itness #or usePA T'is an ,e ,ro:en *o n into 'o manyategories
Sele t orre t optionD
i+e
6our
T'ree
T o
Question C > o# 15 ( Start timeD 09D5 D2? "M ) Total Mar:sD 1
o many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*el
Sele t orre t optionD
our
6i0e
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 totra*itional +ie o# uality
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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*
De*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 toun*erstan* t'e omponents o# "ro#oun* no le*ge
Sele t orre t optionD
The# 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 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 toun*erstan* t'e omponents o# "ro#oun* no le*ge
Sele t orre t optionD
T'ey see e+ents as in*i+i*uals in i*ents rat'er t'an t'e net result o# many intera tionsan* inter*epen*ent #or es
The# 'o not kno! the 'i**erence $et!een &re'iction *orecastin/ an' /uess!ork
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T'ey reate yni ism& *emorali ation& *e-moti+ation& guilt& resentment& ,urnout&ra iness& an*turno+er
T'ey *o not un*erstan* t'e *i##eren e ,et een impro+ement an* 'ange
Question C F o# 15 ( Start timeD 10D00D1H "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing mo*els 'as a +erti al 'ain o# omman*
Sele t orre t optionD
.rganism mo*el
Mechanistic %o'el
4ultural mo*el
Total Quality mo*el
Question C H o# 15 ( Start timeD 10D01D19 "M ) Total Mar:sD 1
'at as t'e role o# uality pro#essionals *uring 1H00s
Sele t orre t optionD
Trou,les'ooting an* t'e appli ation o# statisti al met'o*s
Ins&ection sortin/ countin/ an' /ra'in/
Quality measurement& uality planning& an* program *esign
Goal setting& e*u ation an* training& an* program *esign
Question C 9 o# 15 ( Start timeD 10D02D25 "M ) Total Mar:sD 1
ll o# t'e #ollo ing are t'e ma8or ategories an* items it'in ea ' ategory o# 4ana*ianar*s #or /usiness Ex ellen e EK4E"TD
Sele t orre t optionD
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4ustomer #o us
Distri$utor *ocus
"eople #o us
Supplier #o us
Question C 10 o# 15 ( Start timeD 10D0>D?? "M ) Total Mar:sD 1
o t'e /al*rige ar* re ogni es t'e importan e o# total uality prin iples
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
Throu/h inte/ration !ith o0erall $usiness &lannin/
T'roug' *epen*en e it' o+erall ,usiness planning
Question C 11 o# 15 ( Start timeD 10D0?D1 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing in+ol+es *etermining 'at to ontrol& esta,lis'ing units o#measurement so t'at *ata may ,e o,8e ti+ely e+aluate*
Sele t orre t optionD
Quality impro+ement
Quality planning
Qualit# control
Quality pro ess
Question C 12 o# 15 ( Start timeD 10D0?D55 "M ) Total Mar:sD 1
#ter t'e ar& 3eming as in+ite* to 'i ' o# t'e #ollo ing ountries
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Sele t orre t optionD
Germany
Fa&an
ran e
4'ina
Question C 1> o# 15 ( Start timeD 10D05D25 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing organi ations 'as a little 'an e o# sur+i+al
Sele t orre t optionD
it' no orporate p'ilosop'y a,out 'o to reate long-term ustomer loyalty
it' no orporate o,8e ti+es a,out 'o to reate long-term ustomer loyalty
it' no mission a,out 'o to reate long-term ustomer loyalty
3ith no 0ision a$out ho! to create lon/-ter% custo%er lo#alt#
Question C 1? o# 15 ( Start timeD 10D0 D?F "M ) Total Mar:sD 1
'o suggeste* t'at t'ere are t'ree ategories o# per#orman e
Sele t orre t optionD
Tagu 'i
Taylor
Bs'i:a a
De%in/
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Question C 15 o# 15 ( Start timeD 10D0FD19 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing statements 'ol*s true #or uality assuran e
Sele t orre t optionD
Top management
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4'anges t'at oul* a##e t t'e uality management system
I%&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 ingEK4E"TD
Sele t orre t optionD
"ro*u t *e+elopment
3orkers
Bnspe tion an* testing
"ur 'asing
Question C o# 15 ( Start timeD 12D1?D?2 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing statements is T;7E #or little
Sele t orre t optionD
.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
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'i ' o# t'e #ollo ing is t'e Total Quality Tool t'at is simply a grap'i al representationo# an outline t'at presents a 'ain o# auses an* e##e ts
Sele t orre t optionD
5heck sheet
is',one *iagram
S atter *iagram
"areto 'art
Question C H o# 15 ( Start timeD 12D1 D>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#tenompla ent
Sele t orre t optionD
.a:lan* an* S 'ein
Ne!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 s
Sele t orre t optionD
"ro8e ts
"ro*u ts
Ser+i es
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Measure%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 re uirements#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 ations
Sele t orre t optionD
Bna,ility to omply it' ontra tual re uirements
Trainin/ an' co%&etence o* &eo&le
"ro,lem on eption
Brrele+ant statutory an* regulatory re uirements
Question C 11 o# 15 ( Start timeD 12D19D19 "M ) Total Mar:sD 1
'o *e+elope* Quality un tion 3eployment (Q 3)
Sele t orre t optionD
re*eri : Taylor
@osep' MA@uran
Akao
rman* eigen,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 #orin*ustries su ' as automo,iles
Sele t orre t optionD
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BS. 9000
BS. 1?000
Q. @
S 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 ensuret'at ontinual impro+ement is t'e *ri+er #or organi ational *e+elopment
Sele t orre t optionD
Per*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 isusually e onomi al to remo+e t'em
5o%%on causes
Spe ial auses
Bmpli it auses
ssigna,le auses
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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 system
Sele t orre t optionD
5ontinuous 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 ountries
More than 1
6ess t'an 100
6ess t'an 906ess t'an H0
Question C 2 o# 15 ( Start timeD 09D2>D2F "M ) Total Mar:sD 1
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'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 *iagram
Sele t orre t optionD
4'eap sol+ents
Temperature
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*san* to ommuni ate internal supplier apa,ilities
Sele t orre t optionD
inan ial
Management
Marketin/
"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 uality management system s'allin 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
ollo -up a tions #rom pre+ious management re+ie s
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4'anges t'at oul* a##e t t'e uality management system
I%&ro0e%ent o* &ro'uct relate' to custo%er re"uire%ents
Question C 5 o# 15 ( Start timeD 09D2 D2H "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 ts
Sele t orre t optionD
4riti al su ess #a tors
e# &rocess in'icators
Bllegal an* poli y #a tors
T'e enemy in*i ator
Question C o# 15 ( Start timeD 09D2FD?> "M ) Total Mar:sD 1
'o suggeste*& O uality pro*u t is one t'at pro+i*es per#orman e or on#orman e atan a epta,le pri e or ostJ
Sele t orre t optionD
4ros,y
Bs'i:a a
Lar0in
S'e 'art
Question C F o# 15 ( Start timeD 09D2HD29 "M ) Total Mar:sD 1
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Mar:eting resear ' arrie* out to :no 'et'er t'e parti ular area s'oul* ,e o+ere* int'is ourseA 'at t'e ourse instru tor s'oul* *e+elop
Sele t orre t optionD
The course %eetin/ re"uire%ents o* the uni0ersit#
T'e ourse meeting re uirements o# t'e instru tor
T'e ourse meeting re uirements o# t'e stu*ents
T'e ourse meeting re uirements 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 ostmanagement measurement
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 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. 9001
Sele t orre t optionD
To 'e*ine the %ini%u% Qualit# Mana/e%ent .#ste% re"uire%ents nee'e' toachie0e custo%er satis*action $# %eetin/ s&eci*ie' &ro'uct re"uire%ents
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To *etermine metals an* metalloi*s in air,orne parti ulate matter ,y in*u ti+ely ouple* plasma atomi emission spe trometry
To ensure t'at t'e BT ser+i e management pro esses are aligne* ,ot' it' t'e nee*s o#t'e ,usiness an* it' international ,est pra ti e
To e+aluate ultimate aero,i ,io*egra*a,ility o# organi ompoun*s in a ueous me*ium ,y *etermination o# oxygen *eman* in a lose* respirometer
Question C 10 o# 15 ( Start timeD 09D>2D1 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is a #our-step uality mo*el amongst t'e most i*ely use* tools#or ontinuous impro+ement
Sele t orre t optionD
De%in/ 5#cle
@uranTrilogy
Tagu 'i s 6oss un tion
Quality 4ir les
Question C 11 o# 15 ( Start timeD 09D>>D10 "M ) Total Mar:sD 1
'at as t'e trans en*ent +ie o# uality
Sele t orre t optionD
Satis#ying ustomers
Meeting nee*s an* ants
Innate e,cellence
4on#orman e
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Question C 12 o# 15 ( Start timeD 09D>?D1H "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing #o uses on results& not pro ess& an* en ourages s'ort-term ,e'a+ior
Sele t orre t optionD
T#&ical A%erican MHO s#ste%
Typi al @apanese M/. system
Typi al 4'inese M/. system
7n ommon 4'inese M/. system
Question C 1> o# 15 ( Start timeD 09D>5D25 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is %.T t'e ategory in /al*rige ar*
Sele t orre t optionD
6ea*ers'ip
/usiness results
.u&&l# chain
"ro ess management
Question C 1? o# 15 ( Start timeD 09D> D>0 "M ) Total Mar:sD 1
'at is t'e num,er o# prin iples in 3rA A E* ar*s 3eming
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10
12
14
Question C 15 o# 15 ( Start timeD 09D>FD0> "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is %.T an a*+antage o# #un tional stru ture
Sele t orre t optionD
Bt pro+i*es organi ations it' a lear 'ain o# omman*
It ena$les e%&lo#ees to learn a$out custo%er e,&ectations
Btallo s e+aluating people ,ase* on lear set o# responsi,ilities
Bt allo s people to spe iali e in t'e aspe t o# t'e or:
Qui No 4
Question C 1 o# 15 ( Start timeD 0 D? D0> "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing is a re uirement o# BS. 9000D2000
Sele t orre t optionD
Processes to %easure an' anal# e custo%er satis*action
n En+ironmental "oli y to ,e in existen e it'in t'e organi ation
"ro e*ures #or registration o# #ont-relate* i*enti#iers
Brregular impro+ement o# internal pro ess an* ustomer satis#a tion
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The custo%er &ers&ecti0e
T'e ,usiness pro ess perspe ti+e
T'e #inan ial perspe ti+e
T'e learning gro t' perspe ti+e
Question C 5 o# 15 ( Start timeD 0 D59D?2 "M ) Total Mar:sD 1
'at as t'e role o# uality pro#essionals *uring 1950s
Sele t orre t optionD
Trou$leshootin/ an' the a&&lication o* statistical %etho's
Bnspe tion& sorting& ounting& an*gra*ing
Quality measurement& uality planning& an* program *esign
Goal setting& e*u ation an* training& an* program *esign
Question C o# 15 ( Start timeD 0FD00D? "M ) Total Mar:sD 1
'at is uality
Sele t orre t optionD
Meetin/ an' e,cee'in/ the custo%er8s e,&ectations
**ing #a tors to ma:e t'e ustomer 'appy
T'e *egree to 'i ' t'e pro8e t meets re uirements
4on#orman e to management s o,8e ti+es
Question C F o# 15 ( Start timeD 0FD01D11 "M ) Total Mar:sD 1
T'e uality 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 ing
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Sele t orre t optionD
Measure%ent statistics 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
ailure 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*s
Sele t orre t optionD
;ea ti+e approa '
Sta,le #ormal system approa '
/est-in- lass per#orman e
5ontinual 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 meetings
Sele t orre t optionD
Summari ing
Mana/in/ ti%e
4losing t'e *is ussion
4ontaining *igression
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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 #ailingto un*erstan* t'e omponents o# "ro#oun* no le*ge
Sele t orre t optionD
The# 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 osts
Sele t orre t optionD
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
ig' 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 measurement
Sele t orre t optionD
T'e ustomer perspe ti+e
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The $usiness &rocess &ers&ecti0e
T'e #inan ial perspe ti+e
T'e learning 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,ility
Sele t orre t optionD
.rganism mo*el
Mechanistic %o'el
4ultural mo*el
Total Quality mo*el
Question C 1? o# 15 ( Start timeD 0FD0 D>> "M ) Total Mar:sD 1
'o stresse* t'at systems must ,e #o use* to ar* a purpose
Sele t orre t optionD
4ros,y
Bs'i:a a
Tagu 'i
De%in/
Question C 15 o# 15 ( Start timeD 0FD0FD5H "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing lea*s to uestioning an* an ,e teste* an* +ali*ate*
Sele t orre t optionD
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Theor# o* kno!le'/e
"sy 'ology
7n*erstan*ing o# +ariation
ppre iation #or a system
Question C 1 o# 15 ( Start timeD 0FD10D0 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing statements& in relation to +ariation& is T;7E #or people #ailing toun*erstan* t'e omponents o# "ro#oun* no le*ge
Sele t orre t optionD
T'ey see e+ents as in*i+i*uals in i*ents rat'er t'an t'e net result o# many intera tionsan* inter*epen*ent #or es
The# 'o not kno! the 'i**erence $et!een &re'iction *orecastin/ 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-termimpro+ement as state* ,y 3eming
Sele t orre t optionD
Nu%erical "uotas
4onstitutional uotas
"oliti al party uotas
Me 'ani al uotas
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Question C > o# 15 ( Start timeD 0FD12D?1 "M ) Total Mar:sD 1
ll o# t'e #ollo ings are true #or ero *e#e ts on ept EK4E"TD
Sele t orre t optionD
per#orman e stan*ar* #or management
stan*ar* o# t'e ra#tsperson regar*less o# 'is or 'er assignment
tool o# management to ommuni ate to *o t'ings rig't t'e #irst time
A %oti0ational !i'el# un'erstoo' an' acce&te' &ro/ra%
Question C ? o# 15 ( Start timeD 0FD1?D02 "M ) Total Mar:sD 1
'o suggeste*& O uality pro*u t is one t'at pro+i*es per#orman e or on#orman e atan a epta,le pri e or ostJ
Sele t orre t optionD
4ros,y
Bs'i:a a
Lar0in
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 ona 'ori ontal an* +erti al axis an* *etermines t'e *egree o# *epen*en y orinter*epen*en y o# t'ose +aria,les
Sele t orre t optionD
.catter 'ia/ra%
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4'e : s'eet
is',one *iagram
"areto 'art
Question C 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 ualityimpro+ement
Sele t orre t optionD
.a:lan*
S 'ein
5o,
3ale
Question C F o# 15 ( Start timeD 0FD1 D>H "M ) Total Mar:sD 1
o many maturity le+els are t'ere in t'e 4apa,ility Maturity Mo*el
Sele t orre t optionD
our
6i0e
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# uality
Sele t orre t optionD
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E,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 ' 'annelmem,er operates in*epen*ently
Sele t orre t optionD
ori 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 3eming
Sele t orre t optionD
Ex essi+e me*i al osts
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E,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'ange
Sele t orre t optionD
3o stage
t stage
"lan stage
5heck sta/e
Question C 12 o# 15 ( Start timeD 0FD21D5? "M ) Total Mar:sD 1
'y pro*u t-,ase* *e#initions o# uality suit engineers
Sele t orre t optionD
T'ey are on erne* it' *esigning o# t'e pro*u ts
T'ey an 8u*ge uality
T'ey an re*u e spe i#i stan*ar*s
The# are concerne' !ith translatin/ &ro'uct re"uire%ents into s&eci*icco%&onents an' &h#sical 'i%ensions there$# &ro'uce'
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Question C 1> o# 15 ( Start timeD 0FD2>D0H "M ) Total Mar:sD 1
ll 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
Detentions
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 e uipment ause in t'e 'ouse paint peeling ause-an*-e##e t *iagram
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 "air
Sele t orre t optionD
BS. 9000 an* BS. 900?
BS. 19HF an* BS. 1992
BS. 1992 an* BS. 199F
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I.O @ 1 an' I.O @ 4
Question C 1 o# 15 ( Start timeD 0FD1FD1F "M ) Total Mar:sD 1
ll 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# uality tools ,ut #aile* to *o 'i ' o# t'e#ollo ing
Sele t orre t optionD
o 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
o 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 ist'e result o# spe ial auses or ommon auses
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Sele t orre t optionD
istogram
4'e : s'eet
"areto 'art
;un 'art
ll o# t'e #ollo ing are @uran s ,asi steps to progress EK4E"TD
Sele t orre t optionD
'ie+e stru ture* impro+ements on a ontinual ,asis om,ine* it' *e*i ation an* asense o# urgen y
Esta,lis' an extensi+e training program
Esta$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* no le*ge
Sele t orre t optionD
T'ey see e+ents as in*i+i*uals in i*ents rat'er t'an t'e net result o# many intera tionsan* inter*epen*ent #or es
The# 'o not kno! the 'i**erence $et!een &re'iction *orecastin/ an' /uess!ork
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T'ey reate yni ism& *emorali ation& *e-moti+ation& guilt& resentment& ,urnout&ra iness& an*turno+er
T'ey *o not un*erstan* t'e *i##eren e ,et een impro+ement an* 'ange
Question C o# 15 ( Start timeD 0FD21D09 "M ) Total Mar:sD 1
'i ' o# t'e #ollo ing per#orman e le+els is a systemati pro ess-,ase* approa '& earlystage o# systemati impro+ements
Sele t orre t optionD
%o #ormal approa '
;ea ti+e approa '
.ta$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 ,rainstorming
Sele t orre t optionD
Mess in*ing
a t in*ing
"ro,lem in*ing
I'ea 6in'in/
Question C 9 o# 15 ( Start timeD 0FD22D>> "M ) Total Mar:sD 1
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'i ' o# t'e #ollo ing *es ri,es a omplete *ata set
Sele t orre t optionD
Measures o# *ispersion
Measures o* central ten'enc#
3e*u ti+e statisti s
Bn*u ti+estatisti 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
Sele t orre t optionD
4'e : s'eet
Pareto 'ia/ra%
lo 'art
istogram
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 operatinga or*ing to t'e prin iples o# uality management
Sele t orre t optionD
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total ommitment to ontinually in reasing +alue #or ustomers& in+estors& an*employees
#irm un*erstan*ing t'at mar:et *ri+en means t'at uality is *e#ine* ,y ustomers& nott'e ompany
ommitment to lea*ing people it' a ,ias #or ,ro:en impro+ement an*mis ommuni ation
A co%%it%ent to *un'a%ental i%&ro0e%ent throu/h kno!le'/e skills &ro$le%sol0in/ an' tea%!ork
Question C 12 o# 15 ( Start timeD 0FD2?D12 "M ) Total Mar:sD 1
'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 'ma* 'as prepare*
Sele t orre t optionD
4'e : s'eet
"areto *iagram
lo 'art
istogram
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
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
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Bt is Bnsigni#i an e an* on ealment o# signi#i ant #eatures o# t'e pro esses
It %eets the in&ut re"uire%ents *or 'esi/n an' 'e0elo&%ent
Question C 1? o# 15 ( Start timeD 0FD25D2 "M ) Total Mar:sD 1
'at is t'e purpose o# t'e 4ontrol 4'art
Sele t orre t optionD
To in'icate 0ariations tren's an' the a%ount o* chan/e *ro% one ti%e &erio' toanother
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 *iagram
Sele t orre t optionD
4'eap sol+ents
Temperature
i* rain
Paint o0er 'irt
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'at *oes t'e trans en*ent +ie imply #or 'ig' uality
Btis somet'ing e+erlasting
It i sso %et hin/ ti %e less a n' en'urin/
Bt is somet'ing pri eless
Bt is somet'ing per#e t
3uring 'i ' entury& t'e manu#a turers ,egan toin lu*e uality pro esses in uality pra ti es
1Ft' entury
1Ht' entury
19t' entury
t hcen t u r#
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Tagu 'i suggeste* t'at loss in a pro ess is in rease*it' in rease in 'i ' o# t'e #ollo ing
Spe i#i ations
Stan*ar*s
4ompetition
a ria $il it#
T'e pro*u ts manu#a ture* *uring 1H00s ere uni ueA ouality as ensure* in t'is era
T'roug' reno+ation
Thr o u / hins & e c t io n
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* #irms
.u& & l# ch a i n % a n a/ e % ent
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"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 ing
Q u a li t #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,ility
.rganism mo*el
Mech a nis t i c% o 'el
4ultural mo*el
Total Quality mo*el
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'at is t'e relations'ip ,et een Bs'i:a a an* 3eming
Son an* #at'er
%ep'e an* un le
. t u ' e n ta n' tea che r
Gran*son an* gran*#at'er
'i ' o# t'e #ollo ing as *e+elope* ,y Motorola toimpro+e its pro esses ,y minimi ing *e#e ts
BS. 9000
.i,si / % a
QS 9000
TQM
'at as t'e primary on ern o# managers *uring 19H0s
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3ete tion
. t r a t e / ici % & a ct
4ontrol
4oor*ination
ou an as: *ire t uestions to uiet people an* try toontrol tal:ati+e peopleJ& #or 'i ' o# t'e #ollo ing purpose
M o $ili i n /t he / r o u&
eeping t'e group #o use*
;estating purpose
Starting pun tually
Some organi ations emp'asi es t'e use o# uality tools ,ut #aile* to *o 'i ' o# t'e #ollo ing
o us on 'at is truly important to t'e *istri,utors
In c o r & o r at ec o n t i n u o us i % &r o0 e % e nt e **o r t s
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Ma:e #un*amental 'anges in t'eir pro esses an* ulture
o 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 inmeetings
ting as gate:eepers
4losing t'e *is ussion
s: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+es
.rganism mo*el
Me 'anisti mo*el
5 ul t u r a l% o 'el
Total Quality mo*el
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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 tors'oul* *e+elop
Theco urs e %e et i n/ re "uire %en ts o * t he uni 0 ersit #
T'e ourse meeting re uirements o# t'e instru tor
T'e ourse meeting re uirements o# t'e stu*ents
T'e ourse meeting re uirements o# t'e ,oo:seller
'i ' o# t'e #ollo ing statements is T;7E a,out3eming s p'ilosop'y
Bt is ,ase* on impro+ing pro*u ts an* ser+i es ,yre*u ing un ertainty an* +aria,ility in t'e *esign an* manu#a turing pro esses
Q u a li t #is e i t h e r o r n o t & re s ent in t h e ! h o le o r / a n i a t i o n t h a t " u a li t # i s t heres & o n s i $ il it # o * e 0 e r # o n e in t h e o r / a n i a t i o n
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
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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) *iagram
A hi/ h- le0el &ro cess %a &
lo -le+el pro ess map
'ig'-le+el per#ormer map
lo -le+el per#ormer map
'i ' o# t'e #ollo ing is on erne* a,out uality #ora 'ie+ement o# TQM
T'eManaging 3ire tor
T'e.perati+e
T'e
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Quality Manager
E0 er#o ne in t he o r/ ani a tio n
'i ' o# t'e #ollo ing is re uire* #or meeting an*ex ee*ing ustomer s nee*
"lanning
4ontrol
Exe ution
Bnno+ation
'i ' one o# t'e #ollo ing *epi ts #eature& 'i ' is a*imension o# uality
"ro*u tloo:s an* soun*s
/ran*name an* pri e
/ellsan* 'istles o# t'e pro*u t
,ilityto repair a pro*u t
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'i ' o# t'e #ollo ing an 'elp to eliminate #ear an*en ourage team or:
Management
or:mans'ip
?ea 'ers hi &
;is:-ta:ing
'i ' o# t'e #ollo ing #o uses on results& not pro ess&an* en ourages s'ort-term ,e'a+ior
T#&ical A%erican MHO s#ste%
Typi al@apanese M/. system
Typi al4'inese M/. system
7n ommon4'inese M/. system
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'i ' o# t'e #ollo ing statements& in relation tot'eory o# :no le*ge& is T;7E #or people #ailing to un*erstan* t'e omponents o# "ro#oun* no le*ge
The# s e e e 0 e n t s a s in'i 0 i' u a ls8 inci ' en t s r at h e r t h a n t he netres u lt o * % a n# in t e r a c t i o n s a n ' in t er' e & e n' e n t *o r ces
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 toun*erstan* t'e omponents o# "ro#oun* no le*ge
.choltes
3eming
@uran
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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 inmeetings
Summari ing
Ma na/ in/ ti %e
4losingt'e *is ussion
4ontaining*igression
'i ' o# t'e #ollo ing *e isions assume t'e existen eo# 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 ilities
6o ation*e isions
"ro*u tion*e isions
Bn+entory*e isions
Tr a n s& o r t a t io n 'ecis i o ns
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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'isstatement in t'e S'e 'art 4y le
Sele t orre t optionD
3ostage
Act sta/e
"lanstage
4'e :stage
'i ' o# t'e #ollo ing is T;7E a,out entry-le+elmanagers as note* ,y 3eming in @apan
T'eyspen* 5 to 20 years on t'e #a tory #loor
The# s&en' 4 to 1 #ears on the*actor# *loor
T'ey
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spen* ? to 1F years on t'e #a tory #loor
T'eyspen* F to 22 years on t'e #a tory #loor
'i ' o# t'e #ollo ing statements is T;7E a,out3eming s p'ilosop'y
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 uality is t'e responsi,ility o# e+eryonein t'e organi ation
Bn reasing on#orman e tospe i#i ations t'roug' elimination o# *e#e ts& supporte* extensi+ely ,ystatisti al tools #or analysis
Bn reasing loss& #ort'e pro*u er& t'e ustomer& an* so iety& asso iate* it' in reasing +aria,ility #roma target +alue
'i ' o# t'e #ollo ing statements is T;7E #or totaluality
.tresses on learnin/ an' a'a&tationto chan/e
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,ilityto repair a pro*u t ui :ly an* easily
3i##i ultyin esta,lis'ing an* measuring ser+i e le+els
ustomer #o use* management system
'at is ne essary #or a system to ,e e##e ti+e
The co%&onents o* an# s#ste% %ust!ork to/ether *or the s#ste%
T'eomponents o# any system must not or: toget'er #or t'e system
T'eomponents o# any system s'oul* not ,e organi e* #or t'e system
T'eomponents o# any system s'oul* pro+i*e *isruption #or t'e system
A'%in*ministrator
%um,er o# postsD H05H
;ate ,y *minD
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;eputationD 22
Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5 pm
1)T'e on ept o# ommon an* spe ial auses o# +ariations
as *e+elope* ,yD
S3eming
S3alter.he!hart
S@uran
STagu 'i
2)M/. stan*s #orD
S
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Mana/e%ent $# O$Becti0e
SManagement ,y.rgani ation
SMaintenan 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
SBt a**s +alue to t'e pro*u t
SBt a :no le*ges *e#e ts as ell as a**s +alue to t'e
pro*u t
S
Itackno!le'/es 'e*ects $ut 'oes not a'' 0alue to the &ro'uct
Sll o# t'e gi+en options
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?)T'e su ess o# @apanese manu#a turers is *ue to & small an* in remental
impro+ements in *esign an* pro*u tionA
S5ontinuous
S,rupt
S4ontinual
S %one o# t'e gi+en options
5)ll o# t'e #ollo ing statements are true a,out
institute training ex eptD
SBt impro+es uality
S
Bt impro+es pro*u ti+ity
SBt en'an es or:ers morale
S
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Itcertainl# results in salar# incre%ent
).ne o# t'e a*+antages o# team or: isD
SIt$reaks 'o!n $arriers $et!een internal custo%ers an' su&&liers
SBt results in promotion
SBt results in salary in rement
S
%one o# t'e gi+en options
F);e or:ing t'e ost o# ualityA
S
3e reases
SIncreases
S %eutrali es
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re#ers to general pro esses o# impro+ement an*en ompasses *is ontinuous impro+ements
S4ontinuous impro+ement
S5ontinuali%&ro0e%ent
S4onstant impro+ement
S4onse uti+e impro+ement
9)Total uality osts in lu*eD
S"re+ention osts
Sppraisal osts
Sailure osts
S
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Allo* the /i0en o&tions
10) T'enoA o# prin iples in 3rA A E* ar*s 3eming
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Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5F pm
Total Quality Management (MGMT 510) Qui D 01Mar:sD 10 SemesterD Spring 200H
T'is Qui o+ers lessonsD 10-12A
1 3uring 19H0s&t'e 8o, 'ara teristi o# uality pro#essionals asD
E*u atingot'ers
/ 'ie+ing personal targets
4 4onsultati+eor: it' ot'er *epartments
D N one o * t he a $o 0e
2 3uring 1H00s&t'e uality as +ie e* asD
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pro,lemt'at an ne+er ,e sol+e*
H A &ro $le % to $e so l0 e '
4 tool #ormeasuring system
3 reme*y toontrol *e line
> 'y t'e#a tory managers reate* inspe tion *epartments
A T o k e e & ' e * ec t i0 e &r o ' u c t s a si ' e e n s u ri n /t he# 'o n o t re a c h t h e c us t o % e rs
/ To ensureuantity o# goo*s!ser+i es
4 To ount&gra*e& an* re or:
3 ll o# t'ea,o+e
? 3uring 1950s&ontrolling uality meantD
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To un*erstan*an* a**ress t'e auses o# poor uality
/ To simpli#yan* spee* up pro ess
4 To lin:out omes to uses
D A cti n/ o n 'e* ec ts
5 T'e #at'ero# statisti al uality ontrol isD
A A Taylor
/ @osep' MA@uran
4 "'ilip 4ros,y
D 3 al ter .h e! ha rt
T'e Six Sigmais a ne #ile separate #rom t'e total uality p'ilosop'yA
True
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6a lse
F To*ay sonsumers *e#ine uality as ,eing #la less an* 'a+ing all o# t'e
attri,utes t'ey ant in 8ust t'e ay t'ey ant t'emA
True
alse
H T'e 3eming4'ain ;ea tion t'eory states t'at one o# t'e main purposes o#
'a+ing uality pro*u ts an* pro esses is more re or:A
True
6a lse
9 T'e t'eory o# +ariation 'elps us un*erstan* 'en t'ere 'as not ,een a
genuine impro+ement in per#orman e
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True
6a lse
10 SB".4*iagram is a tool use* ,y a team to i*enti#y all rele+ant elements o#
a pro ess impro+ement pro8e t ,e#ore or: ,eginsA
True
alse
Total Quality Management (MGMT 510) Qui D 02 Mar:sD 10SemesterD Spring 200H
T'is Quio+ers lessonsD 1F-19A
1 %on on#orman e is an expense o#D
"ro#it o#uality
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/ 3e#e ts o#uality
4 Quality o# pro*u t
D 5 ost o* "ual it#
2 4ros,y sapproa ' to management isD
pro,lemt'at an ne+er ,e sol+e*
H A$so lut es o* Qua li t# Ma na/ e%e nt
4 BnterimManagement
3 BS.
> /est pri e orero ost isD
To :eep*e#e ti+e pro*u ts asi*e& ensuring t'ey *o not rea ' t'e ustomers
H P re r o/ a t i0 e c o st
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4 To ount&gra*e& an* re or:
3 4ostlea*ers'ip
? Example o# pre+ention osts isD
A Q ua lit # i %& ro0 e %en t &ro Bects
/ 3o ngra*ing
4 To lin:out omes to uses
3 arrantylaims
5 /ig Q isD
Quality o#ser+i es
/ Quality o# people
4 Quality o# pro esses
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D A ll o * t he a $o 0 e
Lero 3e#e tsis a i*ely a epte* an* un*erstan*a,le on eptA
True
6a lse
F Managersassume* t'at t'ey s'oul* not impro+e uality ,e ause *e#e ts are
less ostlyA
True
6a lse
H Quality is a*estinationA
True
6 a lse
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9 O%arro ly interprete*& uality means uality o# a pro*u t&P as state* ,y
Bs'i:a aA
True
alse
10 BS. as#irst release* in 1HH2A
True
6a lse
A'%in*ministrator
%um,er o# postsD H05H
;ate ,y *minD
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;eputationD 22
Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5F pm? 2
1A 'i ' o# t'e #ollo ing*o ument(s) is (are) in lu*e* in t'e uality system
a A"ualit# &olic#
,A 4ustomer#o us
A 4ommitment
*A llo# t'e gi+en options
2A ppropriate moti+es #or a*opting BS. 9000 in lu*e 'i ' o# t'e#ollo ing
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aATo reate a uality management system
,ATo impro+e operations
ATo on#orm to t'e re uirements o# ustomers
'Allo* the /i0en o&tions
>AQuality 'e :lists are use* toD
aAEnsure that Qualit# Assurance ste&s !ere*ollo!e'
,A eep uality inspe tors ,usy
A Bn#orm upper management 'ere #ailures o ur
*A "re+ent pro8e t au*its
?AT'e BS. 9001D2000 stan*ar*s are
aA More i*ely a*opte* in t'e 7ASA t'an in Europe
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$Qualit#%ana/e%ent &roce'ures that a''ress lea'ershi& 'ocu%entation an'recor'-kee&in/
A re :no n as t'e /al*rige stan*ar*s in t'e 7AS
*A set o# pro*u t spe i#i ations #or all in*ustries
5A 3o umentation an* *ata on existing pro*u ts aret'e examples o#
External inputsInternal in&uts.t'er inputs
%one o# t'ea,o+e options
A 'i ' o# t'e #ollo ingstatements outline t'e relations'ip #a tor
aABS. 9000 an* total uality are not in ompetition
,ABS. 9000 an* total uality are not inter 'angea,le
ABS. 9000 is ompati,le it' total uality
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'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+ironment
%oise4leanliness
ir #loNoneo* the /i0en o&tions
HA O"er#orman e omes e##ortlesslyP re#ersto stage o# learning a or*ing to psy 'ologistsA
7n ons iousin ompeten e4ons iousin ompeten e4ons ious
ompeten eCnconsciousco%&etence
9A T'ere are le+els o#t'e 4MMA
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our6i0eSixT'ree
10AT'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#4ostlyimplementation o# uality management system6a : o# employee in+ol+ement
llo# t'e gi+en options
1A6ea*ersD
aA"us'rat'er t'an pull
,A Must ,e trust ort'y ,ut not ne essarily ourageous
c no!!here the# !ant to /o
*A %ee*to *i tate
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2AT'e Steering 4ommittee must *e+elopD
aAMission statement
$5ontinual i%&ro0e%ent
ARision statement
*All o# t'e a,o+e
>A.ne t'ing t'at t'e implementation plan must pro+i*e isD
aAS'ort-term #o us
,A6ea*ers'ip *elegation
ARision statement
'Trainin/
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pro+i*es in#ormation on 'o pro*u ti+ity an* uality an ,e ontinuouslyimpro+e* t'roug' pro,lem i*enti#i ationA
Statisti aluality ontrol
.tatistical&rocess controlTree3iagram
%oneo# 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###inity *iagramrro *iagram
%one o# t'e gi+en option
TRCEOR 6A?.E
AT'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
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tree *iagramA 6alse
FATotaluality implementation must not ,e *elegate*A True
HA 4ompetiti+e an* ,en 'mar: *ata are essential #or planning uality lea*ers'ip ,e ause t'ey ma:e possi,le lear an* o,8e ti+e
uality omparisonsA True
9A 3eployment re#ers to t'e extent to 'i ' t'e approa 'esare applie* to all rele+ant areas an* a ti+ities a**resse* an* implie* in t'eexamination itemsATrue
10A Btis ,est to apply S"4 to all pro esses at on eA 6alse
A'%in*ministrator
%um,er o# postsD H05H
;ate ,y *minD
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;eputationD 22
Re: MLMT 71 TQM All Qui ,y A'%in on Sat @an 2>& 2010 12D5H pmSolution o# Qui
1 'at isuality
Mee t i n /a n' e, ce e'i n/ t he custo %e r8s e, & ectat ions
**ing extras to ma:e t'e ustomer 'appy
T'e *egree to 'i ' t'e pro8e t meets re uirements
4on#orman e to management s o,8e ti+es
2 ll o# t'e#ollo ing are t'e groun*s to gi+e ,irt' to total uality approa '
EK4E"TD
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.,session it' uantity
4on#usion an* poor lea*ers'ip
.ne employee in 'arge
P o li t ic a l'is o r ' er
> ll 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
Prici n/
? 'i ' o# t'e#ollo ing is true #or su,systems
T'ese are not lin:e* toget'er as internal ustomers an*
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suppliers
T'ese are lin:e* toget'er as external ustomers an*suppliers
T'ese are lin:e* toget'er as external an* internalustomers an* suppliers
Thesea re lin ke ' to /e th er as i nt ernal c usto %ers a n ' s u& &l iers
5 Bn 'i ' o# t'e #ollo ing operations great *eal o# +ariations an o ur
Ma nu*a cturi n/
inan ing
"ur 'asing
Selling
it' totaluality perspe ti+e& employees are empo ere* to t'in: an* ma:e
re ommen*ations #or 'i ' o# t'e #ollo ing
5 o n t i n u a l
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