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FINALTERM EXAMINATION

FALL 2007

MGT510 - TOTAL QUALITY MANAGEMENT (Session - 2 )

Marks: 60

Time: 150min

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Student Name: ______________________________

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Exam Date: Thursday, March 06, 2008

INSTRUCTIONS Please read the following instructions carefully before attempting any question: • All questions are compulsory. • This exam consists of 15 Multiple Choice Questions (MCQs) carrying 1 mark each, 5

True/False Statements carrying 1 mark each, 5 Fill in the blanks carrying 1 mark each, 3 Short Questions carrying 5 marks each and 2 Descriptive Questions carrying 10 marks each.

• For each MCQ, read the available choices carefully and select the most appropriate choice which you consider is the correct answer, by clicking on the appropriate check box.

• For a true/ false statement, recognize the concept and answer accordingly.

• Remember not to spend too much time on any one objective type question since all objective type questions carry equal marks; it is important to manage your time according to the marks allocated to each question.

• Save your answer before proceeding to the next question.

• Do not click the “Finish” button while solving your paper. Once you clicked the “Finish” button, you will not be able to access your paper again. Click it at the end of your paper. That means you have submitted your complete paper.

• A clock is given in the exam software. Software will automatically close at the end of given time.

• Use of mobile phone is strictly prohibited. Switch off your mobile phone during the exam.

• Failure to comply with the Supervisor’s directions will result in your test being cancelled. Please comply with supervisor’s directions to avoid any unpleasant event.

For Teacher's use only

Question 1 2 3 4 5 6 7 8 9 10 TotalMarks

Question 11 12 13 14 15 16 17 18 19 20 Marks

Question 21 22 23 24 25 26 27 28 29 30 Marks

Question No: 1 ( Marks: 1 ) - Please choose one Which of the following statements best describe the acronym SWOT? ►

Specific, Witness, Opportunities, and Time

►

Single, Weaknesses, Occasion, and Tactics

►

Strengths, Weaknesses, Opportunities, and Threats

►

Strategic, Weaknesses, Objectives, and Tactics

Question No: 2 ( Marks: 1 ) - Please choose one Which of the following is NOT a law of organizational change? ►

Involve everyone affected by change in making it

►

Be prepared to listen and observe

►

Trust people with dignity and respect

►

Understand the history behind the current culture

Question No: 3 ( Marks: 1 ) - Please choose one The most effective leaders can be found in what part of an organization? ►

Top-level management

►

Mid-level management

►

Lowest paid wage earner

►

All of the given options

Question No: 4 ( Marks: 1 ) - Please choose one Which of the following character traits promote successful teamwork? ►

Honesty

►

Controlling

►

Accountability

►

Bossy

Question No: 5 ( Marks: 1 ) - Please choose one Which of the following statements outlines the relationship factor? ►

ISO 9000 and total quality are not in competition

►

ISO 9000 and total quality are not interchangeable

►

ISO 9000 is compatible with total quality

►

All of the given options

Question No: 6 ( Marks: 1 ) - Please choose one What is the only tool of the seven tools that is not based on statistics? ►

Pareto Chart

►

Fishbone Diagram

►

Scatter Diagram

►

Histogram

Question No: 7 ( Marks: 1 ) - Please choose one What portion of the QFD house explanation is where customer requirements are converted into manufacturing terms? ►

The wall

►

The roof

►

The middle

►

The bottom

Question No: 8 ( Marks: 1 ) - Please choose one The most common inhibitor of SPC is: ►

Inadequate training

►

Lack of resources

►

Failure to have processes under control

►

Low production rates

Question No: 9 ( Marks: 1 ) - Please choose one Little Q regards the customer as: ►

The person who buys the product

►

All people involved, internal, and external

►

The decision-maker

►

Having continually changing needs

Question No: 10 ( Marks: 1 ) - Please choose one Which of the following behavior best describes the concept of benchmarking? ►

Unethical

►

Illegal

►

Industrial espionage

►

None of the given options

Question No: 11 ( Marks: 1 ) - Please choose one Which of the following statements is considered true concerning the affects of global integration? ►

It has helped fuel economic growth throughout the industrialized world

►

It can be the Achilles heel of economic growth

►

Downturns in one country can now have a ripple effect that quickly spreads to other countries

►

All of the given options

Question No: 12 ( Marks: 1 ) - Please choose one Which of the following statements is not true about Total Quality Management (TQM)? ►

TQM is focused on improving product and customer service quality

► TQM is expensive to initiate

►

TQM requires top management support

►

TQM requires ISO 9000 certification

Question No: 13 ( Marks: 1 ) - Please choose one Which of the following may be a dimension of quality? ►

Performance

►

Conformance

►

Reliability

►

Durability

Question No: 14 ( Marks: 1 ) - Please choose one According to Juran trilogy, quality control involves which of the following process(es). ►

Assessment of actual quality performance

►

Comparison of performance with goals

►

Action on differences between performance and goals

►

All of the given options

Question No: 15 ( Marks: 1 ) - Please choose one _____________ is best known for his zero defects management. ►

Crosby

►

Deming

►

Juran

►

None of the given options

Question No: 16 ( Marks: 1 ) - Please choose one The need to improve an organization’s financial condition correlated directly with the process of making and measuring quality improvements. ►

True

► False

Question No: 17 ( Marks: 1 ) - Please choose one SWOT Analysis is the only step needed in the strategic planning process. ►

True

►

False

Question No: 18 ( Marks: 1 ) - Please choose one The concept of quality has often been defined, from a transcendent view, as innate excellence. ►

True

►

False

Question No: 19 ( Marks: 1 ) - Please choose one Quality materials produced by Juran have been translated into 12 different languages. ►

True

►

False

Question No: 20 ( Marks: 1 ) - Please choose one Philosophy helps us to understand people, interactions between people and circumstances. ►

True

►

False

Question No: 21 ( Marks: 1 ) According to ___________ view quality means meeting or exceeding customer expectations. Question No: 22 ( Marks: 1 ) Poorly trained operator is an example of ___________. Question No: 23 ( Marks: 1 ) Six Sigma was developed by _________ to improve its business processes. Question No: 24 ( Marks: 1 ) ISO 9001 and ISO 9004 are known as __________. Question No: 25 ( Marks: 1 )

Scatter diagram is used to measure __________ between two variables. Question No: 26 ( Marks: 5 ) Explain the total quality philosophy of training. Question No: 27 ( Marks: 5 ) Explain the purpose of a Pareto Chart. Give an example of when it should be used. Question No: 28 ( Marks: 5 ) Why do some quality initiatives fail? Question No: 29 ( Marks: 10 ) Defend the statement that the operator of the process should be the owner and data plotter of the control chart, as opposed to a person from quality assurance or engineer. Question No: 30 ( Marks: 10 ) Explain the following statement “Successful implementation of empowerment requires change in the corporate culture.”