Examination Paper
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
Guidelines for paper
Total No. of Questions is 100.
The minimum passing marks is 50%.
Each Question carries 1 mark.
Answer all the Questions.
Multiple Choices: Total Marks: 100
1. In Total Quality Management, what does the ‘Quality’ word mean?
a) Degree of excellence a product or service
b) Degree of performance
c) Degree of work`
d) Strength of the company
2. Quality can be quantified as :
a) Q = P % E
b) Q = P / E
c) Q = P * E
d) None
Where P = Performance, and E = Expectations
3. What could be the dimension of Quality?
a) Conformance
b) Durability
c) Aesthetics
d) All above
4. An effective TQM program is often referred to as :
a) Listening to the voice of consumers
b) Listening to the voice of customers
c) Both (a) & (b)
d) None
Examination Paper
2
IIBM Institute of Business Management
5. The most important consideration of an effective TQM is
a) Maximize profit
b) Provide high quality
c) Customer satisfaction
d) Minimize expenses
6. Who said this, “Even if you’re on the right track, you’ll get run over if you just sit there.”
a) Will Rogers
b) Shewhart
c) Joseph M. Juran
d) Phillip B. Crosby
7. “……………….” is we, not me; mission, not my show; vision, not division; and community,
Not domicile.”
a) Democracy
b) Membership
c) Management
d) Leadership
8. Knowledge is what to do; the desire is the motivation or wants to do; and the skill is the…..
a) When to do?
b) How to do?
c) What to do
d) None
9. A body of principles or standards of human conduct that govern the behavior of individuals &
organizations.
a) Synergy
b) Ethics
c) Conduct
d) Nature
10. Quality is judged by
a) Manager
b) Director
c) Government
d) Customers
11. A desired future stage of an organization is
a) Policies
b) Mission
c) Value
d) Vision
Examination Paper
3
IIBM Institute of Business Management
12. A customer could be
a) Internal
b) External
c) Both (a) & (b)
d) None
13. A particular tool for obtaining opinions & perceptions about organizations its products &
services.
a) Customer questionnaire
b) Personal interview
c) Telephonic interview
d) All above
14. Clients are the people for whom the company doing the survey, and customers are the ones
a) Who checks the product or services
b) Who use the product or services
c) Who takes the information about product
d) None
15. 90% of all customers contact comes through an organization’s
a) Front – line employees
b) Back – line employees
c) Manager
d) Director
16. The connection between customers satisfaction and the bottom line is
a) Customer interest
b) Customer retention
c) Customer requirement
d) None
17. A useful tool which provides information to improve processes an establish realistic goals
a) SERVQUAL
b) Quality function deployment
c) Gap analysis
d) None
18. Who said, “Customer don’t buy products, they buy result.”
a) Joseph J. Juran
b) Phillip B. Crosby
c) Peter Drucker
d) Will Rogers
Examination Paper
4
IIBM Institute of Business Management
19. A document that defines the team’s mission, boundaries, the background of the problem, team’s
authority, duties and resources.
a) Sponsor
b) Team charter
c) Team manager
d) Team leader
20. When one person proposes a decision and another agrees, we have the
a) Non-decision
b) Minority rule decision
c) Unilateral decision
d) Handclasp decision
21. Item that includes a process, such as brainstorming, affinity diagram, discussion, the presenters
and times guidelines is
a) Company’s logo
b) Company’s Name
c) An agenda
d) Moto
22. The most difficult stage as members start to realize the amount of works that lies ahead is
a) Forming
b) Worming
c) Performing
d) Storming
23. The S.T.A.R. = ‘Suggestions’, ‘Team’, ‘Actions’, ‘…………..’.
a) Response
b) Reliability
c) Results
d) None
24. An ongoing process that must occur if an organization is to continue to exist in the competitive
world is
a) Change
b) Repair
c) Revenue
d) None
25. The planning component of process involvement begins with
a) Internal customers
b) External customers
c) Both (a) & (b)
d) None
Examination Paper
5
IIBM Institute of Business Management
26. Which problem occurs, when a structured system having standardized inputs, processes, and
outputs is performing unacceptably from the user’s view point?
a) Unstructured problems
b) Product design problems
c) Compliance problems
d) Process design problems
27. PDSA stands for
a) Plan – Do – Study – Act
b) Process Development Structured Analysis
c) Both (a) & (b)
d) None
28. Kaizen improvement focuses on which principle to produce only the units in the right quantities,
at the right time, and with the right resources.
a) Do – it – fast
b) Just – in –time
c) Both (a) & (b)
d) None
29. The Greek symbol for the statistical measurement of dispersion called standard deviation
a) α
b) β
c) λ
d) σ
30. Competency levels of six sigma individuals use the Karate designations of
a) Green Belt
b) Black Belt
c) Master Black Belt
d) All above
31. The key element to a partnering relationship is
a) Long – term commitment
b) Trust
c) Shared vision
d) All above
32. Sourcing, which is the use of two or more suppliers for an item is
a) Sole sourcing
b) Multiple sourcing
c) Single sourcing
d) None
Examination Paper
6
IIBM Institute of Business Management
33. The fourth and final phase, i.e., identity check occurs
a) When the customers perform identity checks
b) When the suppliers perform identity checks
c) When both the customers & suppliers perform identity checks
d) None
34. A supplier rating system is based on
a) Quality
b) Delivery
c) Service
d) All above
35. The score of a supplier can be calculated as
a) Performance matrix * price index
b) Target price * actual price
c) Performance matrix * actual price
d) None
36. OEMs must maintain supply chain development through
a) Zero defects
b) 100 % on time delivery
c) A process for continuous improvement
d) All above
37. A technique of ‘Performing Measure Presentation’ benchmarks the process & shows favorable &
unfavorable trends in the measure
a) Control chart
b) Time service graph
c) Capability index
d) Cost of
1
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
Total Quality Management
Guidelines for paper
Total No. of Questions is 100.
The minimum passing marks is 50%.
Each Question carries 1 mark.
Answer all the Questions.
Multiple Choices: Total Marks: 100
1. In Total Quality Management, what does the ‘Quality’ word mean?
a) Degree of excellence a product or service
b) Degree of performance
c) Degree of work`
d) Strength of the company
2. Quality can be quantified as :
a) Q = P % E
b) Q = P / E
c) Q = P * E
d) None
Where P = Performance, and E = Expectations
3. What could be the dimension of Quality?
a) Conformance
b) Durability
c) Aesthetics
d) All above
4. An effective TQM program is often referred to as :
a) Listening to the voice of consumers
b) Listening to the voice of customers
c) Both (a) & (b)
d) None
Examination Paper
2
IIBM Institute of Business Management
5. The most important consideration of an effective TQM is
a) Maximize profit
b) Provide high quality
c) Customer satisfaction
d) Minimize expenses
6. Who said this, “Even if you’re on the right track, you’ll get run over if you just sit there.”
a) Will Rogers
b) Shewhart
c) Joseph M. Juran
d) Phillip B. Crosby
7. “……………….” is we, not me; mission, not my show; vision, not division; and community,
Not domicile.”
a) Democracy
b) Membership
c) Management
d) Leadership
8. Knowledge is what to do; the desire is the motivation or wants to do; and the skill is the…..
a) When to do?
b) How to do?
c) What to do
d) None
9. A body of principles or standards of human conduct that govern the behavior of individuals &
organizations.
a) Synergy
b) Ethics
c) Conduct
d) Nature
10. Quality is judged by
a) Manager
b) Director
c) Government
d) Customers
11. A desired future stage of an organization is
a) Policies
b) Mission
c) Value
d) Vision
Examination Paper
3
IIBM Institute of Business Management
12. A customer could be
a) Internal
b) External
c) Both (a) & (b)
d) None
13. A particular tool for obtaining opinions & perceptions about organizations its products &
services.
a) Customer questionnaire
b) Personal interview
c) Telephonic interview
d) All above
14. Clients are the people for whom the company doing the survey, and customers are the ones
a) Who checks the product or services
b) Who use the product or services
c) Who takes the information about product
d) None
15. 90% of all customers contact comes through an organization’s
a) Front – line employees
b) Back – line employees
c) Manager
d) Director
16. The connection between customers satisfaction and the bottom line is
a) Customer interest
b) Customer retention
c) Customer requirement
d) None
17. A useful tool which provides information to improve processes an establish realistic goals
a) SERVQUAL
b) Quality function deployment
c) Gap analysis
d) None
18. Who said, “Customer don’t buy products, they buy result.”
a) Joseph J. Juran
b) Phillip B. Crosby
c) Peter Drucker
d) Will Rogers
Examination Paper
4
IIBM Institute of Business Management
19. A document that defines the team’s mission, boundaries, the background of the problem, team’s
authority, duties and resources.
a) Sponsor
b) Team charter
c) Team manager
d) Team leader
20. When one person proposes a decision and another agrees, we have the
a) Non-decision
b) Minority rule decision
c) Unilateral decision
d) Handclasp decision
21. Item that includes a process, such as brainstorming, affinity diagram, discussion, the presenters
and times guidelines is
a) Company’s logo
b) Company’s Name
c) An agenda
d) Moto
22. The most difficult stage as members start to realize the amount of works that lies ahead is
a) Forming
b) Worming
c) Performing
d) Storming
23. The S.T.A.R. = ‘Suggestions’, ‘Team’, ‘Actions’, ‘…………..’.
a) Response
b) Reliability
c) Results
d) None
24. An ongoing process that must occur if an organization is to continue to exist in the competitive
world is
a) Change
b) Repair
c) Revenue
d) None
25. The planning component of process involvement begins with
a) Internal customers
b) External customers
c) Both (a) & (b)
d) None
Examination Paper
5
IIBM Institute of Business Management
26. Which problem occurs, when a structured system having standardized inputs, processes, and
outputs is performing unacceptably from the user’s view point?
a) Unstructured problems
b) Product design problems
c) Compliance problems
d) Process design problems
27. PDSA stands for
a) Plan – Do – Study – Act
b) Process Development Structured Analysis
c) Both (a) & (b)
d) None
28. Kaizen improvement focuses on which principle to produce only the units in the right quantities,
at the right time, and with the right resources.
a) Do – it – fast
b) Just – in –time
c) Both (a) & (b)
d) None
29. The Greek symbol for the statistical measurement of dispersion called standard deviation
a) α
b) β
c) λ
d) σ
30. Competency levels of six sigma individuals use the Karate designations of
a) Green Belt
b) Black Belt
c) Master Black Belt
d) All above
31. The key element to a partnering relationship is
a) Long – term commitment
b) Trust
c) Shared vision
d) All above
32. Sourcing, which is the use of two or more suppliers for an item is
a) Sole sourcing
b) Multiple sourcing
c) Single sourcing
d) None
Examination Paper
6
IIBM Institute of Business Management
33. The fourth and final phase, i.e., identity check occurs
a) When the customers perform identity checks
b) When the suppliers perform identity checks
c) When both the customers & suppliers perform identity checks
d) None
34. A supplier rating system is based on
a) Quality
b) Delivery
c) Service
d) All above
35. The score of a supplier can be calculated as
a) Performance matrix * price index
b) Target price * actual price
c) Performance matrix * actual price
d) None
36. OEMs must maintain supply chain development through
a) Zero defects
b) 100 % on time delivery
c) A process for continuous improvement
d) All above
37. A technique of ‘Performing Measure Presentation’ benchmarks the process & shows favorable &
unfavorable trends in the measure
a) Control chart
b) Time service graph
c) Capability index
d) Cost of
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