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TQM & HR

List of Attempted Questions and Answers

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Question Correct Answer True/False Question Correct Answer Match The Following Question Calibration activity carried in company is How TQM helps in reducing cost Quality planning is Vender assessment is True/False Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Select The Blank Question Correct Answer Select The Blank Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Select The Blank Question Correct Answer True/False Question Correct Answer Select The Blank

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Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer True/False Question Correct Answer Multiple Choice Single Answer Question Correct Answer Multiple Choice Single Answer Question Correct Answer Match The Following Question Customer satisfaction survey Dimension Poor service is due to Service characteristic True/False Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question Correct Answer Multiple Choice Multiple Answer Question

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TQM & HR
List of Attempted Questions and Answers

ISO is Quality management system. True Evolution of quality concept. Current era is Continual Improvement Service Assurance is :Confidence with customer , Customer have trust , Employee have knowledge TQM is a:Philosophy Cause & Effect diagram used to :Identify & organize possible causes of problem , Identify possible causes of problem & determining its relation ________ helps organization reduce employee turnover and absenteeism. Training & development In statistical quality control, primary concern is :Control The management review is carried :To ensure effectiveness Of QMS While calculating PPK standard deviation is________. Calculated Quality circle benefit to Employee. True While calculating CPK standard deviation is________. Estimated How TQM helps in reducing cost? By reducing internal failure , By reducing external failure cost

Working together for excellence is ________. Team work TQM & ISO both focuses on employee. False Correct Answer Appraisal cost By reducing external sale Prevention cost Appraisal cost The need for TQM is due to Cut throat competition. True Multi- disciplinary approach means :People from different discipline in organization , People from different department having diff skill Arrow indicates ________. Direction of flow The TQM approach is based on employee's ________. Participation In ISO the focus is on :Enhancing customer satisfaction Reliability of product means :Consistency of performance , Performance over period Current quality concept is :Continual improvement , Prevention of defect In inspection primary concern is :Detection of Defect , Action on only detected defect Response is________. Speed The European award uses the criteria of efficiency & effectiveness. True

Process Quality planning means ________. Building quality into processes Does TQM approach have relevance to Indian industry in context to People involvement , Customer satisfaction Process evaluation is to identify :Potential failure prevention , Correctness of product The planning & implementing Enviromental policy is responsibility of________ Management representative. The management review to be conducted :As & when required The evaluation & selection of vendor :Must have predetermined procedure , Must be assessed The evaluation & selection of vendor :Must have procedure for it Environment policy must contain :Mission & core values with respect to the enviroment According to traditional thinking, quality improvement leads to :Lower productivity The mean is :Center of process , Target of process TQM approach is:Centered on quality Leadership from top should be totally honest & transparent in dealing . True Quality approach is potential failure prevention. True According to Deming quality improvement is analogous :To reduction of Variation The ISO is based on Plan - do - check- Act.

True The Design & Development Review to be carried ________ To evaluate ability of product to meet requirements Which are pillar of Tqm :Morale , Delivery TQM emphasises on ________. Small improvement In Quality circle, which problems are solved? Work related Following are the phases of intervention:Formulation stage , Maintenance stage , Implementation stage Leadership style from top to bottom is :Totally honest & transparent , Providing consistent vision / direction Tqm focus on :Employee , Customer While recruiting person he should Competent to perform job , Trained to perform specified job Correct Answer Senior management was activity involved Improving efficiency Quality & productivity Manufacturing organization In ISO the focus is on :Enhancing customer satisfaction , Delighting customer Strategic quality management means :Strategic Improvement CPK is 1' 33 means 64 PPM. True While setting Quality objective, ________ to be considered. Customer need

While setting Quality objective, What is to be consider :Customer need By Applying basic principle, the process improvement will be in organization's focuses on work process. True ISO - 14001 is :Powerful management tool to be used by an organisation to control the environmental hazards. ________ is responsible for quality objective. Top management What is CMM ? Capability maturity model According to Deming, Quality problems are :Due to management ________organisations are not eligible for MBNQA. Software ISO 14001 is the management representative, responsible for :Planning and implementing policy Does TQM approach have relevance to Indian industry in context to Customer satisfaction , People involvement Malcolm Baldrige national quality award is for ( MBNQA ) :Total quality management Business objectives are derived from mission statement. True By Applying basic principle the process improvement will be in organization's :Focus on work process , Maintain self esteem of other Reputation means________. Past performance While setting Goal ,following things to be consider.

Marketability of product , Organization need Integrity means :True to our words Documents in company are controlled by :Management Representative. PP & PPK is calculated for :Initial production run , Initial process setting TQM promotes________ Team work Payment Against warranty is________. External failure cost The role of management in QMS is to provide resources. True Physical facilities is tangible dimension. True Quality means________. Fitness for use Zero Deviation means product is set on mean. True The competence of the employee means :Competence of personnel performing work affective quality , Evaluale the effectiveness of action taken , Maintain appropriate Record Employee should be involved in :Decision making , Participation The supplier must provided ________ information to management. Adequate Quality approach is continual improvement. True Value is for which customer is paying.

True What is quality policy? Overall intention & direction of organization towards quality Special characteristic means :Product characteristic which affect fit/ function / Regulation , Characteristic of product which are regulatory requirement. Recruitment & Selection are critical HR issue. True Enviromental impact is any change to the environment, whether adverse or beneficial. True Lead assessor is :Qualified personnel , Leading team of auditor The documents of external origin ________ Should be controlled separately The soft side of TQM include Training on job True TQM is aiming :Long term success In ISO the focus on customer is ________ In Enhancing customer satisfaction Training helps organization Reduces employee' turnover. True CMM is use for :Managing software project In business, vision involve :Mission statement Which is not part of cost of poor quality ? Appraisal cost

Dr. Deming Believes that :Quality & Productivity walk in hands The non conforming products are ________. Identified & controlled Planning of internal hazardous material & its disposal________. Contains Planing aspect By adopting Tqm philosophy, it benefit to :Organisation , Employee Failure mode & effect Analysis is prevention tool. True Quality approach is________ Potential failure prevention ISO calls for Product approach. False Enviroment indudes natural resources. True ISO - 9000 -2000 this revision of ISO is currently in use. True Model used in software industry to check the quality is called________ Capability maturity model Need for Tqm is due :Cut throat competition , Customer requirement Correct Answer Histogram To prevent defect Cause & effect diagram Common causes Rectangle represent ________ While plotting flow chart. Steps in Activity

________ is important in providing some underpinning of the sense of shared responsibility. Single status Plan aspect contains :Planning of internal hazard & its disposal The inviromental policy must :Commits to prevention of pollution , Be Relevant to the activity , Comply with legislation Tally chart is :Data collection tool European award is given to any country. False What is environment? Surrounding in which an organization operates. What is EMS? Enviromentel management system Correct Answer To assess customer satisfaction level Physical facility Inadequate resource Vary from time to time In TQM "Total" means Total Organization. True The inviromental policy must contain & communicate the :Mission & value with respect to enviroment , Control & improve enviroment , Enviromental impact The Quality problems arises :Due to management , Due to Employee Bar chart is :Frequency Distribution tool , Data analysis tool Competitive advantage will be achieved by :-

Serving customer in excellent fashion , Get in pat from customer & convert in service , Technological improvement Diamond represent ________ while plotting flow chart. Decision point The role of management in QMS is :To provide resources , To provide support Which of the following is not process input? Testing Before Accepting the order :It should be reviewed The role of management is :To provide Resources , To define EMS , To monitor the effectiveness of the system Cost of poor quality comprises :Cost of internal failure , Cost of external failure The quality manual have :Level 3 ISO 9000 & TQM are supportive to each other. True TQM focuses on :Customer The quality manual have one Level. False Quality is fitness for Purpose True The performance of process is in controlled condition then it is called process at managed level. False What is part of cost of poor quality? External failure cost

________ provides the competitive advantage. Serving customer in excellent fashion The variability in process is reduced, then the process become more :-Predictable What is document control? Document Required by EMS to be controlled CMM is nothing but :Use of process means , Capability maturity model CP & CPK is calculated :To predict future process , To predict future product performance The quality approach is ________ Potential failure prevention The human Resource :Must be competent Common elements of winners are :Senior management was actively involved , Control of overall process , Focus on customer What CPL indicates ? Process capability relative to lower specification limit Correct Answer Binging or end of operation Lower control limit Data analysis told Average of reading When cpk is less than one, :Process is not capable , Process is volatile In parato Analysis, we have to focus on problem which contribute :80 % Of total problem , 80 % Of causes. The operational control in EMS is :The process of controlling environment

By adopting TQM philosophy, it benefits to :Organisation & employee In TQM, approach to employee is to involve people. True When the process is called under control? When it is within specification Benefit of model based improvement are :Establish common language , Models are comprehensive Common features of CMM is how to produce software product which are :Consistence , Repeatable , Predictable The base of Tqm is________ Employee involvement Each Environmental objective must be traceable back to the Environmental Policy statement. True Correct Answer International organization far standard ISO - 9000 -2000 Prevention Qualified personnel In control chart, X bar means :Average of Reading In ISO - 90001Quality policy declare by management. Similarly what is specified in ISO - 14001? Enviromrntal Policy ISO - 9000- 1994 is ________ Model for quality Assurance Histogram is used to compare data. True Dimensions of quality are :Performance , Feature , Reliability

Venders are assessed on predefined criteria if some activity are outsourced. True ISO emphasis on :Prevention ________ is a strategic effort, directed at attaining business objective, through preventive action. Quality ISO - 14001 gives stress on :Plan - Do -check -Act , Enviromental protection , Prevention rather than detection Which is not Business objectivity? Supplier satisfaction Tool is used in TQM implementation is ________. P -D - C - A Knowing capability of any process is required to ________. Predict the behavior of process ________ is the machine down time. Waste When the process is ________ then it is under control. Within specification The main business process objective is to serve the customer in excellent manner. True Quality circle encourage :Tem work , Participation The management review to be conducted :At predetermined Interval , As & when required Process Quality planning means :Building quality into processes Control chart shows :-

Performance of process Zone in Tolerance means :Gap between adequate service & desired service , Gap between min & max expectation Quality policy is defined by employee of organisation False In inspection primary concern is :Detection of Defect Who is responsible for Deploying quality policy? Top management TQM approach is based on Participation. True ISO 9000 & TQM are :Supportive to each other Bar chart shows how data is spread across the range. True There is a growing awareness by employers of the value of the employer `Brand'. True The following personality holds the view that HRD is a developmental oriented planned effort in the personnel area :C S Sanker HRD is a total system with various :Sub systems Occasionally, learning curves show ________, which are the areas in the learning curve which indicate no progress in learning. Plateaus One of the advantages of 360 degree appraisals is that :It reduces bias / prejudice The model of planning as a people process has benefits to :Groups , Divisions , Constituent companies

The following is not an essential objective of HRD :To minimize the utilization of human resources for the achievement of individual Different application forms may be necessary for different kinds of work. True The very purpose of worker being at workplace is his :Work In Results Method to appraisals, Manager can consider results in form of :Sales figures , Production output Correct Answer Simplest method of assessment Based on measures of productivity Vary in their degree of sophistication Systematic analysis of work M. M. Khan remarks that HRD is the process of :Increasing knowledge , Capabilities , Positive work attitudes Training needs may be assessed by identifying :The gap between skills possessed by employee and those required for the job A key issue in planning for action is how to motivate ________ to organisational change. Commitment Lecture courses is often an "In-house" activity in any organisation. True If proper ________ activities have been conducted, there should be no need to masquerade the salary. HRM If there is no ________ the organisational tasks may not be done at all or are done at a slow pace. Commitment Employees of an organisation cannot participate in HRD audit. It is concerned only with top management's views and goals.

False Organisational change through continuous learning is necessary for organisations to survive in today's world. True Performance Ratings must be ________. Job related Job data on features of the job can be collected from :Employees who perform the job , Other employees who watch the workers , Trade job analysts One of the reasons for delayed improvement of QWL is lack of consciousness among employees. True HRD at organisational level talks of :Organisation's manpower planning , Training , Performance appraisal A trainer should concentrate developmental activities on category of "Problem Children" to get best results. True HRD has become a popular concept now, particularly in the :Business world HR Manager has to consider these dimensions while planning for career developmental activities:Age & Performance Balancing the cost between the utilization of plant & work force is especially important :When costing projects Correct Answer Guidance through advice / suggestions Study of specific organisational problem Unstructured group interaction Acting out managerial problems Active participation of employees in Appraisal interviews helps :-

To identify root causes & obstacles to performance , To generate constructive ideas for improvement Quality control is a management process which consists of :Evaluate actual quality performance , Compare actual performance to quality goals , Take action on the difference ________ are those people who have great potential and genuine capacities but not utilising it at all. Problem children The following tamper the constitutionalism of an organisation :Bias on part of management , Lack of privacy , Improper process of discipline ________ gives the employees a feeling of gaining something extra. Fringe benefits Some of the competencies like attitudes, skills, perspectives etc may cut across all levels and departments in the company. True In today's competitive business environment, the most important resource is considered to be :Human resources In sensitivity training, the interaction of participants is facilitated by a professional behaviour scientist. True Generally, for immediate future, succession plans are prepared for :Individuals The opportunities are for new ________. Ventures While examining top management's style of managing people, HRD consultants examine :The leadership styles of managers , Human relation skills of managers , Attempts to create a learning environment in company There has been a general feeling that quality control concepts are applicable to ________ only. Manufacturing processes

Organizations should take positive measures to facilitate ________ of new employees through Induction. Social adaptation Management succession is a direct responsibility of :CEO & Top Management If Appraisals are not conducted properly, it can lead to :Wastage of time , Feeling of frustration , Strategic failure A well designed training programme :Is planned in logical manner Good HRD practices do not make any difference on many counts. False The Personnel needs of an organisation are identified in :Human resource planning The drawbacks of skill-based pay schemes are ________ and the lack of performance contingency. Tendency to "Top out" The customer requirement to be reviewed :Before supply of product , Before commitment of supply of product Poor service is due to :Inadequate Resources Dr. Deming worked in which country ? Japan Vender Assessment is :Appraisal cost Continual improvement is in :Enviromental objective , Audit Result , Corrective action Prevention of pollution is prevention of cause of pollution. True The primary responsibility of human Resource is ________

To provide competent person Continious improvement is improvement of inviromental system. True The documents of external origin :Should be controlled separately Correct Answer Enhancing customer satisfaction Top management Establishment & implementation of QMS As & when required Continual improvement which focusses on the improvement of of the EMS, must be reviewed every monthefor any changed aspects and impacts. False The evaluation & selection of vendor ________. Must have procedure for selection What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal ISO calls far :Product approach In quality Assurance primary concern is:Co-ordination The need fore CMM is :To ensure that the product is consistent What is core value? Excellence Calibration Activity in company is :Appraisal cost Process capability is :Long term performance of process Finance is pillar of TQM.

False The management representative is responsible for :Establishment & implementation of QMS What are main business process objective Customer service , Profit & loss The ISO is based on :Plan - do - check- Act Mission conveys the massage about what & who is :Company If some activity are outsourced :Vendors are assessed on predetermined criteria , Procedure to be followed for assessing vendor Significant aspect means Perceived Risk. True When the process is in mature stage, it means ________. Process is defined ________ is calibration activity in company. Appraisal cost Gap 5 is :Gap between expectation & perceived service The difference of USL & LSL is range. False Cost of quality includes :Prevention cost , Appraisal cost , Cost of internal failure ISO emphasis on Detection. False What CPU indicates ? Process capability relative to upper specification limit The process mapping means sequence & interaction of process.

True In TQM - M stands for :Management Process capability is only calculated when it qualify Bell shape curve. True HR policies must be correlated with :Company vision Ishikawa is the originator of :Fishbone Diagram , Cause effect Diagram Control chart is :Process monitoring tool , Process control tool The objective of ISO-9000________ Customer satisfaction Failure Mode & Effect analysis is used as :Prevention tool , Analysis tool Corrective action means :Action taken on detecting NC , Action taken on observed NC ________ brings cultural change. Small improvement Circle represent ________ while plotting flow chart. Beginning or end of operation TQM approach centered on quality. True TQM approach is based on :Participation The process evaluation is to identify :Potential improvement in process The records shall be maintained to provide :Evidence of conformity to requirement , Demonstrate effectiveness of system

According to she wart, types of variation are :As common & special causes Intangibility is ________. Service is intangible Documents in company are controlled by Management Representatives. True In TQM "Total" refers to :Total organisation When process improvements are institutionlized, the process is optimized level False Enviromental impact is :Any change to envioment resulting from organization activity The Enviromental policy contains :Commitment to prevention of pollution Analysis is :Process monitoring tool Any process is to be ________. Controllable The management review to be conducted ________. At predetermined interval The benefits of Quality circle can be experienced by :Employees , Organization Correct Answer Capability maturity Process capability Process is controlled Performance is model respectable Measuring instrument should be :Calibrated , Adjested & Re-Adjested , Properly located

The ISO is based on :Plan - Do - check - Act , Continual improvement All employee in organization must :Understand & recognize commitment Poor service is due to Poor people. False While calculating PPK standard deviation is :Calculated Payment Against warranty is :External failure cost Correct Answer To predict the behavior of processes To establish initial process specification Whether process follows natural variation or not Method of calculating Std. Deviation Record may be :Procedure to control its use. ISO is known for :Quality management Gap 5 is Gap between expectation & perceived service. True Objective of finding cost of quality is to analyze it, reduce it. True Which of the following are depicted as the levels of the TQM? Culture , Management style The benefite of ISO 14001 are applicable to :The organisation which adopts it , Adjacent property owner & enviroment Which revision of ISO is currently in use? ISO - 9000 -2000 Which type of organization is not eligible for MBNQA?

Manufacturing Service characteristic of perish ability means :Service can not store Periodic review of process to be taken to ensure consistency of process. True Factor in GAP 1 is :In sufficient market research , Luck of interaction between management & customer , Luck of communication Correct Answer Small change Employee Continuous improvement Employee participation ________ is one of the major business processes. Customer servive & supply chain Control chart is :Process control tool , Process monitoring tool Who is responsible for quality objective? Top management TQM culture is :Continuous improvement In ISO the focus is on :Delighting customer , Enhancing customer satisfaction Quality planning is :Prevention cost Quality circle encourages Employee Participation. True ISO - 9000- 1994 is Model for quality Assurance. True Lead assessor is Qualified personnel.

True Quality circle encourage :Participation , Tem work The benefits of Quality circle can be experienced by :Employees , Organization Product quality planning should address capability & qualification of equipment. True In inspection primary concern is :Detection of Defect , Action on only detected defect CPK is 1' 33 means four sigma process. True The supplier must provided ________ information to management. Adequate Following are the phases of intervention:Formulation stage , Maintenance stage , Implementation stage ________ is important in providing some underpinning of the sense of shared responsibility. Single status In ISO the focus on customer is ________ In Enhancing customer satisfaction Tally chart shows the :Frequency of event Gap 5 is :Gap between expectation & perceived service TQM focuses on customer by Delighting customer. True TQM promotes________ Team work

ISO - 9000- 1994 is ________ Model for quality Assurance In TQM, approach to employee is to involve people. True By adopting TQM philosophy, it benefits to :Organisation & employee The quality approach is ________ Potential failure prevention The role of management in QMS is to provide resources. True The management review to be conducted :At predetermined Interval , As & when required In statistical quality control, primary concern is :Control The primary responsibility of human Resource is ________ To provide competent person The role of management in QMS is :To provide resources The Design & Development Review to be carried :To evaluate the ability of Design to meet Specification The evaluation & selection of vendor ________. Must have procedure for selection Process capability is :Long term performance of process The soft side of TQM include Training on job True Bar chart is :Frequency Distribution tool , Data analysis tool

________ is a strategic effort, directed at attaining business objective, through preventive action. Quality The base of Tqm is________ Employee involvement Gap 5 is Gap between expectation & perceived service. True While recruiting person he should Competent to perform job , Trained to perform specified job Process capability is only calculated when it qualify Bell shape curve. True The main business process objective is to serve the customer in excellent manner. True Documents in company are controlled by :Management Representative. When cpk is less than one, :Process is not capable , Process is volatile In inspection primary concern is :Detection of Defect Service characteristic is :It is intangible In control chart, X bar means :Average of Reading The ISO is based on :Plan - do - check- Act CMM is nothing but :Use of process means , Capability maturity model Malcolm Baldrige national quality award is for ( MBNQA ) :Total quality management

Documents in company are controlled by ________. Management Representative In ISO the focus is on :Enhancing customer satisfaction , Delighting customer ISO emphasis on Detection. False Control chart is :Process monitoring tool , Process control tool In business, vision involve :Mission statement CMM is applicable to :Software industry What are main business process objective Customer service , Profit & loss The documents of external origin :Should be controlled separately The objective of ISO-9000________ Customer satisfaction Common elements of winners are :Senior management was actively involved , Control of overall process , Focus on customer Which is not part of cost of poor quality ? Appraisal cost Tqm focus on :Employee , Customer The customer requirement to be reviewed :Before supply of product , Before commitment of supply of product Evolution of quality concept. Current era is Continual Improvement

CMM assumes that :Problems are of managerial nature Process Quality planning means ________. Building quality into processes Current quality concept is :Continual improvement , Prevention of defect Response is________. Speed Strategic quality management means :Strategic Improvement Working together for excellence is ________. Team work Who is responsible for quality objective? Top management ________ is the machine down time. Waste The performance process is repeatable level. True Benefit of model based improvement are :Establish common language , Models are comprehensive The non conforming products are ________. Identified & controlled Arrow indicates ________. Direction of flow TQM & ISO both focuses on :Customer Reliability of product means :Consistency of performance , Performance over period ISO - 9000- 1994 is :-

Model for quality Assurance Which of the following are depicted as the levels of the TQM? Culture , Management style Leadership from top should be totally honest & transparent in dealing . True Enviromental impact is any change to the environment, whether adverse or beneficial. True ISO - 9000- 1994 is Model for quality Assurance. True Does TQM approach have relevance to Indian industry in context to Customer satisfaction , People involvement ________organisations are not eligible for MBNQA. Software Quality means________. Fitness for use The ISO is based on Plan - do - check- Act. True Training helps organization Reduces employee' turnover. True If TQM done properly :It brings significant organisational changes Prevention of pollution is prevention of cause of pollution. True The benefite of ISO 14001 are applicable to :The organisation which adopts it , Adjacent property owner & enviroment What is part of cost of poor quality? External failure cost In parato Analysis, we have to focus on problem which contribute :-

80 % Of total problem , 80 % Of causes. Cost of poor quality comprises :Cost of internal failure , Cost of external failure While setting Goal ,following things to be consider. Marketability of product , Organization need Objective of finding cost of quality is to analyze it, reduce it. True Lead assessor is :Qualified personnel , Leading team of auditor While calculating CPK standard deviation is________. Estimated Value is for which customer is paying. True The process mapping means :The sequence of operation & interaction of process Recruitment & Selection are critical HR issue. True ________ helps organization reduce employee turnover and absenteeism. Training & development Internal audits to be conducted to check the :Conformance to ISO - 14001 , Conformance of system for effectiveness , Stuatutory Requirement Mission conveys the massage about what & who is :Company The planning & implementing Enviromental policy is responsibility of________ Management representative. While calculating PPK standard deviation is________. Calculated Lead assessor is Qualified personnel.

True ISO is Quality management system. True Quality is fitness for Purpose True TQM culture is :Continuous improvement Correct Answer Vendors are assessed based on predetermined criteria The sequence of operation & interaction of process Level 3 To provide resources Dr. Deming worked in which country ? Japan Analysis is :Process monitoring tool Enviroment indudes natural resources. True The role of management is :To provide Resources , To define EMS , To monitor the effectiveness of the system The operational control in EMS is :The process of controlling environment Planning of internal hazardous material & its disposal________. Contains Planing aspect The company collect document to :Demonstrate effectiveness of system , Requirement of QMS Payment Against warranty is________. External failure cost Model used in software industry to check the quality is called________ Capability maturity model

Bar chart shows how data is spread across the range. True Dr. Deming's contribution is in the field of :Quality The European award uses the criteria of efficiency & effectiveness. True All employee in organization must :Understand & recognize commitment The enviromental management system followed by organisation is ________. IS0-14001 Process evaluation is to identify :Potential failure prevention , Correctness of product Each Environmental objective must be traceable back to the Environmental Policy statement. True In ISO the focus is on :Enhancing customer satisfaction Leadership style from top to bottom is :Totally honest & transparent , Providing consistent vision / direction Continious improvement is improvement of inviromental system. True Knowing capability of any process is required to ________. Predict the behavior of process ________ is responsible for quality objective. Top management The management review is carried :To ensure effectiveness Of QMS ISO calls for Product approach. False

Which of the following are depicted as the levels of the TQM? Management style , Culture Which type of organization is not eligible for MBNQA? Manufacturing CPK indicate :Process capability of two side process with centre The need for TQM is due to :Cut throat competition In TQM - M stands for Money. False Cause & effect diagram shows relation between causes & its effect. True Common features of CMM is how to produce software product which are :Consistence , Repeatable , Predictable ________ is one of the major business processes. Customer servive & supply chain ISO 9000 & TQM are :Supportive to each other In quality Assurance primary concern is:Co-ordination Failure Mode & Effect analysis is used as :Prevention tool , Analysis tool Creativity means :Unlimited thinking Service characteristic has limited shelf life, which is also known as ________. Permissibility ISO emphasis on :Prevention

________ provides the competitive advantage. Serving customer in excellent fashion Who is responsible for Deploying quality policy? Top management Documents in company are controlled by Management Representatives. True Which revision of ISO is currently in use? ISO - 9000 -2000 The process evaluation is to identify :Potential improvement in process The Quality problems arises :Due to management , Due to Employee European award is given to any country. False Cost of quality includes :Prevention cost , Appraisal cost , Cost of internal failure Employee should be involved in :Decision making , Participation In Quality circle, which problems are solved? Work related By adopting Tqm philosophy, it benefit to :Organisation , Employee Tally chart is :Data collection tool Zone of tolerance means :Gap between adequate & desired service level Circle represent ________ while plotting flow chart. Beginning or end of operation Multi- disciplinary approach means :-

People from different discipline in organization , People from different department having diff skill Quality approach is________ Potential failure prevention ISO calls far :Product approach TQM is aiming :Long term success Correct Answer Working together for excellence Satisfy all customer need Provide consistent vision direction Unlimited thinking Payment Against warranty is :External failure cost The performance of process is in controlled condition then it is called process at managed level. False The role of management in QMS is :To provide resources , To provide support What is quality policy? Overall intention & direction of organization towards quality In TQM "Total" means Total Organization. True Control chart shows :Performance of process HR policies must be correlated with :Company vision What is document control? Document Required by EMS to be controlled

The evaluation & selection of vendor :Must have predetermined procedure , Must be assessed Diamond represent ________ while plotting flow chart. Decision point Significant aspect means Perceived Risk. True If some activity are outsourced :Vendors are assessed on predetermined criteria , Procedure to be followed for assessing vendor What is core value? Excellence Dimensions of quality are :Performance , Feature , Reliability Environment policy must contain :Mission & core values with respect to the enviroment CPK is 1' 33 means 64 PPM. True What is ISO? International organization far standard Correct Answer Due to cut throat competition Productivity -Quality - cost -Delivery Continual improvement management Employee The TQM approach is based on employee's ________. Participation The role of management is :To monitor the effectiveness of the system , To provide Resources , To define EMS Excellence means :Satisfy all customer need

In TQM - M stands for :Management The control of enviromental aspect Life side analysis. True Which is not pillar of TQM Finance TQM approach is based on Participation. True ISO 14001 is the management representative, responsible for :Planning and implementing policy When the process is ________ then it is under control. Within specification TQM emphasises on ________. Small improvement Range is :Difference of minimum & maximum Which is not Business objectivity? Supplier satisfaction ________ is calibration activity in company. Appraisal cost Integrity means :True to our words Enviromental impact is :Any change to envioment resulting from organization activity Quality planning is :Prevention cost When process improvements are institutionlized, the process is optimized level False Incoming material inspection is :-

Appraisal cost What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal Service characteristic of perish ability means :Service can not store The ISO is based on :Plan - Do - check - Act , Continual improvement The management review to be conducted ________. At predetermined interval The quality manual have one Level. False When cpk is less than one, :Process is volatile , Process is not capable Correct Answer Potential failure prevention Customer satisfaction Employee participation P-D-C-A Physical facilities is tangible dimension. True What is the need of EMS Audit? To checking effectiveness of EMS In TQM approach towards employee is :Involve people

TQM & HR
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________ helps organization reduce employee turnover and absenteeism. Training & development While calculating PPK standard deviation is________. Calculated While calculating CPK standard deviation is________. Estimated Working together for excellence is ________. Team work Arrow indicates ________. Direction of flow The TQM approach is based on employee's ________. Participation Response is________. Speed Process Quality planning means ________. Building quality into processes The planning & implementing Enviromental policy is responsibility of________ Management representative. The Design & Development Review to be carried ________ To evaluate ability of product to meet requirements TQM emphasises on ________. Small improvement While setting Quality objective, ________ to be considered. Customer need ________ is responsible for quality objective.

Top management ________organisations are not eligible for MBNQA. Software Reputation means________. Past performance TQM promotes________ Team work Payment Against warranty is________. External failure cost Quality means________. Fitness for use The supplier must provided ________ information to management. Adequate The documents of external origin ________ Should be controlled separately In ISO the focus on customer is ________ In Enhancing customer satisfaction The non conforming products are ________. Identified & controlled Planning of internal hazardous material & its disposal________. Contains Planing aspect Quality approach is________ Potential failure prevention Model used in software industry to check the quality is called________ Capability maturity model Rectangle represent ________ While plotting flow chart. Steps in Activity ________ is important in providing some underpinning of the sense of shared responsibility.

Single status Diamond represent ________ while plotting flow chart. Decision point ________ provides the competitive advantage. Serving customer in excellent fashion The quality approach is ________ Potential failure prevention The base of Tqm is________ Employee involvement ISO - 9000- 1994 is ________ Model for quality Assurance ________ is a strategic effort, directed at attaining business objective, through preventive action. Quality Tool is used in TQM implementation is ________. P -D - C - A Knowing capability of any process is required to ________. Predict the behavior of process ________ is the machine down time. Waste When the process is ________ then it is under control. Within specification Occasionally, learning curves show ________, which are the areas in the learning curve which indicate no progress in learning. Plateaus A key issue in planning for action is how to motivate ________ to organisational change. Commitment If proper ________ activities have been conducted, there should be no need to masquerade the salary.

HRM If there is no ________ the organisational tasks may not be done at all or are done at a slow pace. Commitment Performance Ratings must be ________. Job related ________ are those people who have great potential and genuine capacities but not utilising it at all. Problem children ________ gives the employees a feeling of gaining something extra. Fringe benefits The opportunities are for new ________. Ventures There has been a general feeling that quality control concepts are applicable to ________ only. Manufacturing processes Organizations should take positive measures to facilitate ________ of new employees through Induction. Social adaptation The drawbacks of skill-based pay schemes are ________ and the lack of performance contingency. Tendency to "Top out" The primary responsibility of human Resource is ________ To provide competent person The evaluation & selection of vendor ________. Must have procedure for selection When the process is in mature stage, it means ________. Process is defined ________ is calibration activity in company. Appraisal cost

The objective of ISO-9000________ Customer satisfaction ________ brings cultural change. Small improvement Circle represent ________ while plotting flow chart. Beginning or end of operation Intangibility is ________. Service is intangible Any process is to be ________. Controllable The management review to be conducted ________. At predetermined interval ________ is one of the major business processes. Customer servive & supply chain The supplier must provided ________ information to management. Adequate ________ is important in providing some underpinning of the sense of shared responsibility. Single status In ISO the focus on customer is ________ In Enhancing customer satisfaction TQM promotes________ Team work ISO - 9000- 1994 is ________ Model for quality Assurance The quality approach is ________ Potential failure prevention The primary responsibility of human Resource is ________ To provide competent person

The evaluation & selection of vendor ________. Must have procedure for selection ________ is a strategic effort, directed at attaining business objective, through preventive action. Quality The base of Tqm is________ Employee involvement Documents in company are controlled by ________. Management Representative The objective of ISO-9000________ Customer satisfaction Process Quality planning means ________. Building quality into processes Response is________. Speed Working together for excellence is ________. Team work ________ is the machine down time. Waste The non conforming products are ________. Identified & controlled Arrow indicates ________. Direction of flow ________organisations are not eligible for MBNQA. Software Quality means________. Fitness for use While calculating CPK standard deviation is________. Estimated

________ helps organization reduce employee turnover and absenteeism. Training & development The planning & implementing Enviromental policy is responsibility of________ Management representative. While calculating PPK standard deviation is________. Calculated Planning of internal hazardous material & its disposal________. Contains Planing aspect Payment Against warranty is________. External failure cost Model used in software industry to check the quality is called________ Capability maturity model The enviromental management system followed by organisation is ________. IS0-14001 Knowing capability of any process is required to ________. Predict the behavior of process ________ is responsible for quality objective. Top management ________ is one of the major business processes. Customer servive & supply chain Service characteristic has limited shelf life, which is also known as ________. Permissibility ________ provides the competitive advantage. Serving customer in excellent fashion Circle represent ________ while plotting flow chart. Beginning or end of operation Quality approach is________ Potential failure prevention Diamond represent ________ while plotting flow chart.

Decision point The TQM approach is based on employee's ________. Participation When the process is ________ then it is under control. Within specification TQM emphasises on ________. Small improvement ________ is calibration activity in company. Appraisal cost The management review to be conducted ________. At predetermined interval

TQM & HR
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List of Attempted Questions and Answers

Evolution of quality concept. Current era is Continual Improvement TQM is a:Philosophy In statistical quality control, primary concern is :Control The management review is carried :To ensure effectiveness Of QMS In ISO the focus is on :Enhancing customer satisfaction The management review to be conducted :As & when required The evaluation & selection of vendor :Must have procedure for it Environment policy must contain :Mission & core values with respect to the enviroment According to traditional thinking, quality improvement leads to :Lower productivity TQM approach is:Centered on quality According to Deming quality improvement is analogous :To reduction of Variation In Quality circle, which problems are solved? Work related Strategic quality management means :-

Strategic Improvement While setting Quality objective, What is to be consider :Customer need ISO - 14001 is :Powerful management tool to be used by an organisation to control the environmental hazards. What is CMM ? Capability maturity model According to Deming, Quality problems are :Due to management ISO 14001 is the management representative, responsible for :Planning and implementing policy Malcolm Baldrige national quality award is for ( MBNQA ) :Total quality management Integrity means :True to our words Documents in company are controlled by :Management Representative. What is quality policy? Overall intention & direction of organization towards quality TQM is aiming :Long term success CMM is use for :Managing software project In business, vision involve :Mission statement Which is not part of cost of poor quality ? Appraisal cost Dr. Deming Believes that :-

Quality & Productivity walk in hands Plan aspect contains :Planning of internal hazard & its disposal Tally chart is :Data collection tool What is environment? Surrounding in which an organization operates. What is EMS? Enviromentel management system Which of the following is not process input? Testing Before Accepting the order :It should be reviewed The quality manual have :Level 3 TQM focuses on :Customer What is part of cost of poor quality? External failure cost The variability in process is reduced, then the process become more :-Predictable What is document control? Document Required by EMS to be controlled The human Resource :Must be competent What CPL indicates ? Process capability relative to lower specification limit The operational control in EMS is :The process of controlling environment

By adopting TQM philosophy, it benefits to :Organisation & employee When the process is called under control? When it is within specification In control chart, X bar means :Average of Reading In ISO - 90001Quality policy declare by management. Similarly what is specified in ISO - 14001? Enviromrntal Policy ISO emphasis on :Prevention Which is not Business objectivity? Supplier satisfaction Process Quality planning means :Building quality into processes Control chart shows :Performance of process In inspection primary concern is :Detection of Defect Who is responsible for Deploying quality policy? Top management ISO 9000 & TQM are :Supportive to each other The following personality holds the view that HRD is a developmental oriented planned effort in the personnel area :C S Sanker HRD is a total system with various :Sub systems One of the advantages of 360 degree appraisals is that :-

It reduces bias / prejudice The following is not an essential objective of HRD :To minimize the utilization of human resources for the achievement of individual The very purpose of worker being at workplace is his :Work Training needs may be assessed by identifying :The gap between skills possessed by employee and those required for the job HRD has become a popular concept now, particularly in the :Business world HR Manager has to consider these dimensions while planning for career developmental activities:Age & Performance Balancing the cost between the utilization of plant & work force is especially important :When costing projects In today's competitive business environment, the most important resource is considered to be :Human resources Generally, for immediate future, succession plans are prepared for :Individuals Management succession is a direct responsibility of :CEO & Top Management A well designed training programme :Is planned in logical manner The Personnel needs of an organisation are identified in :Human resource planning Poor service is due to :Inadequate Resources Dr. Deming worked in which country ?

Japan Vender Assessment is :Appraisal cost The documents of external origin :Should be controlled separately ISO calls far :Product approach In quality Assurance primary concern is:Co-ordination The need fore CMM is :To ensure that the product is consistent What is core value? Excellence Calibration Activity in company is :Appraisal cost Process capability is :Long term performance of process The management representative is responsible for :Establishment & implementation of QMS The ISO is based on :Plan - do - check- Act Mission conveys the massage about what & who is :Company Gap 5 is :Gap between expectation & perceived service What CPU indicates ? Process capability relative to upper specification limit In TQM - M stands for :Management

HR policies must be correlated with :Company vision TQM approach is based on :Participation The process evaluation is to identify :Potential improvement in process According to she wart, types of variation are :As common & special causes In TQM "Total" refers to :Total organisation Enviromental impact is :Any change to envioment resulting from organization activity The Enviromental policy contains :Commitment to prevention of pollution Analysis is :Process monitoring tool All employee in organization must :Understand & recognize commitment While calculating PPK standard deviation is :Calculated Payment Against warranty is :External failure cost Record may be :Procedure to control its use. ISO is known for :Quality management Which revision of ISO is currently in use? ISO - 9000 -2000

Which type of organization is not eligible for MBNQA? Manufacturing Service characteristic of perish ability means :Service can not store Who is responsible for quality objective? Top management TQM culture is :Continuous improvement Quality planning is :Prevention cost Tally chart shows the :Frequency of event Gap 5 is :Gap between expectation & perceived service By adopting TQM philosophy, it benefits to :Organisation & employee In statistical quality control, primary concern is :Control The role of management in QMS is :To provide resources The Design & Development Review to be carried :To evaluate the ability of Design to meet Specification Process capability is :Long term performance of process Documents in company are controlled by :Management Representative. In inspection primary concern is :Detection of Defect Service characteristic is :-

It is intangible In control chart, X bar means :Average of Reading The ISO is based on :Plan - do - check- Act Malcolm Baldrige national quality award is for ( MBNQA ) :Total quality management In business, vision involve :Mission statement CMM is applicable to :Software industry The documents of external origin :Should be controlled separately Which is not part of cost of poor quality ? Appraisal cost Evolution of quality concept. Current era is Continual Improvement CMM assumes that :Problems are of managerial nature Strategic quality management means :Strategic Improvement Who is responsible for quality objective? Top management TQM & ISO both focuses on :Customer ISO - 9000- 1994 is :Model for quality Assurance If TQM done properly :It brings significant organisational changes

What is part of cost of poor quality? External failure cost The process mapping means :The sequence of operation & interaction of process Mission conveys the massage about what & who is :Company TQM culture is :Continuous improvement Dr. Deming worked in which country ? Japan Analysis is :Process monitoring tool The operational control in EMS is :The process of controlling environment Dr. Deming's contribution is in the field of :Quality All employee in organization must :Understand & recognize commitment In ISO the focus is on :Enhancing customer satisfaction The management review is carried :To ensure effectiveness Of QMS Which type of organization is not eligible for MBNQA? Manufacturing CPK indicate :Process capability of two side process with centre The need for TQM is due to :Cut throat competition

ISO 9000 & TQM are :Supportive to each other In quality Assurance primary concern is:Co-ordination Creativity means :Unlimited thinking ISO emphasis on :Prevention Who is responsible for Deploying quality policy? Top management Which revision of ISO is currently in use? ISO - 9000 -2000 The process evaluation is to identify :Potential improvement in process In Quality circle, which problems are solved? Work related Tally chart is :Data collection tool Zone of tolerance means :Gap between adequate & desired service level ISO calls far :Product approach TQM is aiming :Long term success Payment Against warranty is :External failure cost What is quality policy? Overall intention & direction of organization towards quality Control chart shows :-

Performance of process HR policies must be correlated with :Company vision What is document control? Document Required by EMS to be controlled What is core value? Excellence Environment policy must contain :Mission & core values with respect to the enviroment What is ISO? International organization far standard Excellence means :Satisfy all customer need In TQM - M stands for :Management Which is not pillar of TQM Finance ISO 14001 is the management representative, responsible for :Planning and implementing policy Range is :Difference of minimum & maximum Which is not Business objectivity? Supplier satisfaction Integrity means :True to our words Enviromental impact is :Any change to envioment resulting from organization activity Quality planning is :Prevention cost

Incoming material inspection is :Appraisal cost Service characteristic of perish ability means :Service can not store What is the need of EMS Audit? To checking effectiveness of EMS In TQM approach towards employee is :Involve people

TQM & HR
List of Attempted Questions and Answers

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TQM & HR
List of Attempted Questions and Answers

ISO is Quality management system. True Quality circle benefit to Employee. True TQM & ISO both focuses on employee. False The need for TQM is due to Cut throat competition. True The European award uses the criteria of efficiency & effectiveness. True Leadership from top should be totally honest & transparent in dealing . True Quality approach is potential failure prevention. True The ISO is based on Plan - do - check- Act. True CPK is 1' 33 means 64 PPM. True By Applying basic principle, the process improvement will be in organization's focuses on work process. True Business objectives are derived from mission statement. True The role of management in QMS is to provide resources. True

Physical facilities is tangible dimension. True Zero Deviation means product is set on mean. True Quality approach is continual improvement. True Value is for which customer is paying. True Recruitment & Selection are critical HR issue. True Enviromental impact is any change to the environment, whether adverse or beneficial. True The soft side of TQM include Training on job True Training helps organization Reduces employee' turnover. True Failure mode & effect Analysis is prevention tool. True ISO calls for Product approach. False Enviroment indudes natural resources. True ISO - 9000 -2000 this revision of ISO is currently in use. True European award is given to any country. False In TQM "Total" means Total Organization. True

ISO 9000 & TQM are supportive to each other. True The quality manual have one Level. False Quality is fitness for Purpose True The performance of process is in controlled condition then it is called process at managed level. False In TQM, approach to employee is to involve people. True Each Environmental objective must be traceable back to the Environmental Policy statement. True Histogram is used to compare data. True Venders are assessed on predefined criteria if some activity are outsourced. True The main business process objective is to serve the customer in excellent manner. True Quality policy is defined by employee of organisation False TQM approach is based on Participation. True Bar chart shows how data is spread across the range. True There is a growing awareness by employers of the value of the employer `Brand'. True Different application forms may be necessary for different kinds of work. True

Lecture courses is often an "In-house" activity in any organisation. True Employees of an organisation cannot participate in HRD audit. It is concerned only with top management's views and goals. False Organisational change through continuous learning is necessary for organisations to survive in today's world. True One of the reasons for delayed improvement of QWL is lack of consciousness among employees. True A trainer should concentrate developmental activities on category of "Problem Children" to get best results. True Some of the competencies like attitudes, skills, perspectives etc may cut across all levels and departments in the company. True In sensitivity training, the interaction of participants is facilitated by a professional behaviour scientist. True Good HRD practices do not make any difference on many counts. False Prevention of pollution is prevention of cause of pollution. True Continious improvement is improvement of inviromental system. True Continual improvement which focusses on the improvement of of the EMS, must be reviewed every monthefor any changed aspects and impacts. False Finance is pillar of TQM. False

Significant aspect means Perceived Risk. True The difference of USL & LSL is range. False ISO emphasis on Detection. False The process mapping means sequence & interaction of process. True Process capability is only calculated when it qualify Bell shape curve. True TQM approach centered on quality. True Documents in company are controlled by Management Representatives. True When process improvements are institutionlized, the process is optimized level False Poor service is due to Poor people. False Gap 5 is Gap between expectation & perceived service. True Objective of finding cost of quality is to analyze it, reduce it. True Periodic review of process to be taken to ensure consistency of process. True Quality circle encourages Employee Participation. True ISO - 9000- 1994 is Model for quality Assurance. True

Lead assessor is Qualified personnel. True Product quality planning should address capability & qualification of equipment. True CPK is 1' 33 means four sigma process. True TQM focuses on customer by Delighting customer. True In TQM, approach to employee is to involve people. True The role of management in QMS is to provide resources. True The soft side of TQM include Training on job True Gap 5 is Gap between expectation & perceived service. True Process capability is only calculated when it qualify Bell shape curve. True The main business process objective is to serve the customer in excellent manner. True ISO emphasis on Detection. False The performance process is repeatable level. True Leadership from top should be totally honest & transparent in dealing . True Enviromental impact is any change to the environment, whether adverse or beneficial. True

ISO - 9000- 1994 is Model for quality Assurance. True The ISO is based on Plan - do - check- Act. True Training helps organization Reduces employee' turnover. True Prevention of pollution is prevention of cause of pollution. True Objective of finding cost of quality is to analyze it, reduce it. True Value is for which customer is paying. True Recruitment & Selection are critical HR issue. True Lead assessor is Qualified personnel. True ISO is Quality management system. True Quality is fitness for Purpose True Enviroment indudes natural resources. True Bar chart shows how data is spread across the range. True The European award uses the criteria of efficiency & effectiveness. True Each Environmental objective must be traceable back to the Environmental Policy statement. True

Continious improvement is improvement of inviromental system. True ISO calls for Product approach. False In TQM - M stands for Money. False Cause & effect diagram shows relation between causes & its effect. True Documents in company are controlled by Management Representatives. True European award is given to any country. False The performance of process is in controlled condition then it is called process at managed level. False In TQM "Total" means Total Organization. True Significant aspect means Perceived Risk. True CPK is 1' 33 means 64 PPM. True The control of enviromental aspect Life side analysis. True TQM approach is based on Participation. True When process improvements are institutionlized, the process is optimized level False The quality manual have one Level. False

Physical facilities is tangible dimension. True

TQM & HR
List of Attempted Questions and Answers

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TQM & HR
List of Attempted Questions and Answers

Service Assurance is :Confidence with customer , Customer have trust , Employee have knowledge Cause & Effect diagram used to :Identify & organize possible causes of problem , Identify possible causes of problem & determining its relation How TQM helps in reducing cost? By reducing internal failure , By reducing external failure cost Multi- disciplinary approach means :People from different discipline in organization , People from different department having diff skill Reliability of product means :Consistency of performance , Performance over period Current quality concept is :Continual improvement , Prevention of defect In inspection primary concern is :Detection of Defect , Action on only detected defect Does TQM approach have relevance to Indian industry in context to People involvement , Customer satisfaction Process evaluation is to identify :Potential failure prevention , Correctness of product The evaluation & selection of vendor :Must have predetermined procedure , Must be assessed The mean is :Center of process , Target of process Which are pillar of Tqm :Morale , Delivery

Following are the phases of intervention:Formulation stage , Maintenance stage , Implementation stage Leadership style from top to bottom is :Totally honest & transparent , Providing consistent vision / direction Tqm focus on :Employee , Customer While recruiting person he should Competent to perform job , Trained to perform specified job In ISO the focus is on :Enhancing customer satisfaction , Delighting customer Does TQM approach have relevance to Indian industry in context to Customer satisfaction , People involvement By Applying basic principle the process improvement will be in organization's :Focus on work process , Maintain self esteem of other While setting Goal ,following things to be consider. Marketability of product , Organization need PP & PPK is calculated for :Initial production run , Initial process setting The competence of the employee means :Competence of personnel performing work affective quality , Evaluale the effectiveness of action taken , Maintain appropriate Record Employee should be involved in :Decision making , Participation Special characteristic means :Product characteristic which affect fit/ function / Regulation , Characteristic of product which are regulatory requirement. Lead assessor is :Qualified personnel , Leading team of auditor By adopting Tqm philosophy, it benefit to :-

Organisation , Employee Need for Tqm is due :Cut throat competition , Customer requirement The inviromental policy must :Commits to prevention of pollution , Be Relevant to the activity , Comply with legislation The inviromental policy must contain & communicate the :Mission & value with respect to enviroment , Control & improve enviroment , Enviromental impact The Quality problems arises :Due to management , Due to Employee Bar chart is :Frequency Distribution tool , Data analysis tool Competitive advantage will be achieved by :Serving customer in excellent fashion , Get in pat from customer & convert in service , Technological improvement The role of management in QMS is :To provide resources , To provide support The role of management is :To provide Resources , To define EMS , To monitor the effectiveness of the system Cost of poor quality comprises :Cost of internal failure , Cost of external failure CMM is nothing but :Use of process means , Capability maturity model CP & CPK is calculated :To predict future process , To predict future product performance Common elements of winners are :Senior management was actively involved , Control of overall process , Focus on customer When cpk is less than one, :-

Process is not capable , Process is volatile In parato Analysis, we have to focus on problem which contribute :80 % Of total problem , 80 % Of causes. Benefit of model based improvement are :Establish common language , Models are comprehensive Common features of CMM is how to produce software product which are :Consistence , Repeatable , Predictable Dimensions of quality are :Performance , Feature , Reliability ISO - 14001 gives stress on :Plan - Do -check -Act , Enviromental protection , Prevention rather than detection Quality circle encourage :Tem work , Participation The management review to be conducted :At predetermined Interval , As & when required Zone in Tolerance means :Gap between adequate service & desired service , Gap between min & max expectation The model of planning as a people process has benefits to :Groups , Divisions , Constituent companies In Results Method to appraisals, Manager can consider results in form of :Sales figures , Production output M. M. Khan remarks that HRD is the process of :Increasing knowledge , Capabilities , Positive work attitudes Job data on features of the job can be collected from :Employees who perform the job , Other employees who watch the workers , Trade job analysts HRD at organisational level talks of :Organisation's manpower planning , Training , Performance appraisal

Active participation of employees in Appraisal interviews helps :To identify root causes & obstacles to performance , To generate constructive ideas for improvement Quality control is a management process which consists of :Evaluate actual quality performance , Compare actual performance to quality goals , Take action on the difference The following tamper the constitutionalism of an organisation :Bias on part of management , Lack of privacy , Improper process of discipline While examining top management's style of managing people, HRD consultants examine :The leadership styles of managers , Human relation skills of managers , Attempts to create a learning environment in company If Appraisals are not conducted properly, it can lead to :Wastage of time , Feeling of frustration , Strategic failure The customer requirement to be reviewed :Before supply of product , Before commitment of supply of product Continual improvement is in :Enviromental objective , Audit Result , Corrective action What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal What are main business process objective Customer service , Profit & loss If some activity are outsourced :Vendors are assessed on predetermined criteria , Procedure to be followed for assessing vendor Cost of quality includes :Prevention cost , Appraisal cost , Cost of internal failure Ishikawa is the originator of :Fishbone Diagram , Cause effect Diagram Control chart is :-

Process monitoring tool , Process control tool Failure Mode & Effect analysis is used as :Prevention tool , Analysis tool Corrective action means :Action taken on detecting NC , Action taken on observed NC The records shall be maintained to provide :Evidence of conformity to requirement , Demonstrate effectiveness of system The benefits of Quality circle can be experienced by :Employees , Organization Measuring instrument should be :Calibrated , Adjested & Re-Adjested , Properly located The ISO is based on :Plan - Do - check - Act , Continual improvement Which of the following are depicted as the levels of the TQM? Culture , Management style The benefite of ISO 14001 are applicable to :The organisation which adopts it , Adjacent property owner & enviroment Factor in GAP 1 is :In sufficient market research , Luck of interaction between management & customer , Luck of communication Control chart is :Process control tool , Process monitoring tool In ISO the focus is on :Delighting customer , Enhancing customer satisfaction Quality circle encourage :Participation , Tem work The benefits of Quality circle can be experienced by :Employees , Organization In inspection primary concern is :-

Detection of Defect , Action on only detected defect Following are the phases of intervention:Formulation stage , Maintenance stage , Implementation stage The management review to be conducted :At predetermined Interval , As & when required Bar chart is :Frequency Distribution tool , Data analysis tool While recruiting person he should Competent to perform job , Trained to perform specified job When cpk is less than one, :Process is not capable , Process is volatile CMM is nothing but :Use of process means , Capability maturity model In ISO the focus is on :Enhancing customer satisfaction , Delighting customer Control chart is :Process monitoring tool , Process control tool What are main business process objective Customer service , Profit & loss Common elements of winners are :Senior management was actively involved , Control of overall process , Focus on customer Tqm focus on :Employee , Customer The customer requirement to be reviewed :Before supply of product , Before commitment of supply of product Current quality concept is :Continual improvement , Prevention of defect Benefit of model based improvement are :-

Establish common language , Models are comprehensive Reliability of product means :Consistency of performance , Performance over period Which of the following are depicted as the levels of the TQM? Culture , Management style Does TQM approach have relevance to Indian industry in context to Customer satisfaction , People involvement The benefite of ISO 14001 are applicable to :The organisation which adopts it , Adjacent property owner & enviroment In parato Analysis, we have to focus on problem which contribute :80 % Of total problem , 80 % Of causes. Cost of poor quality comprises :Cost of internal failure , Cost of external failure While setting Goal ,following things to be consider. Marketability of product , Organization need Lead assessor is :Qualified personnel , Leading team of auditor Internal audits to be conducted to check the :Conformance to ISO - 14001 , Conformance of system for effectiveness , Stuatutory Requirement The role of management is :To provide Resources , To define EMS , To monitor the effectiveness of the system The company collect document to :Demonstrate effectiveness of system , Requirement of QMS Process evaluation is to identify :Potential failure prevention , Correctness of product Leadership style from top to bottom is :Totally honest & transparent , Providing consistent vision / direction Which of the following are depicted as the levels of the TQM?

Management style , Culture Common features of CMM is how to produce software product which are :Consistence , Repeatable , Predictable Failure Mode & Effect analysis is used as :Prevention tool , Analysis tool The Quality problems arises :Due to management , Due to Employee Cost of quality includes :Prevention cost , Appraisal cost , Cost of internal failure Employee should be involved in :Decision making , Participation By adopting Tqm philosophy, it benefit to :Organisation , Employee Multi- disciplinary approach means :People from different discipline in organization , People from different department having diff skill The role of management in QMS is :To provide resources , To provide support The evaluation & selection of vendor :Must have predetermined procedure , Must be assessed If some activity are outsourced :Vendors are assessed on predetermined criteria , Procedure to be followed for assessing vendor Dimensions of quality are :Performance , Feature , Reliability The role of management is :To monitor the effectiveness of the system , To provide Resources , To define EMS What are critical HR issue ? Recruitment & Selection , Training & development , Appraisal

The ISO is based on :Plan - Do - check - Act , Continual improvement When cpk is less than one, :Process is volatile , Process is not capable

TQM & HR
List of Attempted Questions and Answers

Match The Following


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Question Calibration activity carried in company is How TQM helps in reducing cost Quality planning is Vender assessment is Match The Following Question Common elements of winners are European quality award is for Malcolm baldring award seeks improvement in MBQA is eligible for Match The Following Question Crosby's objective of quality Dr. Deming believes Ishikawa development Type of variation is due to Match The Following Question Customer satisfaction survey Dimension Poor service is due to Service characteristic Match The Following Question Circle symbol LCT means Pareto analysis is X bar means Match The Following Question ISO ISO currently in use ISO emphasis on Lead assessor Match The Following Question Estimate made by management

Forecasts Statistical method Work study method Match The Following Question Coaching Committee assignment Sensitivity training Simulated decision games Match The Following Question In ISO the focus on customer Responsibility for quality objective The management representative is responsible far The management review conducted Match The Following Question CMM is Critical process maturity concept include Managed level of process Process is managed level Match The Following Question Capability of any process PPK is device when Process capability is Device to find out The difference ppk & cpk Match The Following Question Kaizen is Quality circle benefit to Quality circle can solve problem related to TQM promotes Match The Following Question Activities outsourced The process mapping The quality manual have The role of management in QMS Match The Following Question Bureaucratic Excellence mean Leadership from top

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TQM & HR
List of Attempted Questions and Answers

Correct Answer Appraisal cost By reducing external sale Prevention cost Appraisal cost Correct Answer Senior management was activity involved Improving efficiency Quality & productivity Manufacturing organization Correct Answer Histogram To prevent defect Cause & effect diagram Common causes Correct Answer To assess customer satisfaction level Physical facility Inadequate resource Vary from time to time Correct Answer Binging or end of operation Lower control limit Data analysis told Average of reading Correct Answer International organization far standard ISO - 9000 -2000 Prevention Qualified personnel Correct Answer Simplest method of assessment

Based on measures of productivity Vary in their degree of sophistication Systematic analysis of work Correct Answer Guidance through advice / suggestions Study of specific organisational problem Unstructured group interaction Acting out managerial problems Correct Answer Enhancing customer satisfaction Top management Establishment & implementation of QMS As & when required Correct Answer Capability maturity Process capability Process is controlled Performance is model respectable Correct Answer To predict the behavior of processes To establish initial process specification Whether process follows natural variation or not Method of calculating Std. Deviation Correct Answer Small change Employee Continuous improvement Employee participation Correct Answer Vendors are assessed based on predetermined criteria The sequence of operation & interaction of process Level 3 To provide resources Correct Answer Working together for excellence Satisfy all customer need Provide consistent vision direction

Unlimited thinking Correct Answer Due to cut throat competition Productivity -Quality - cost -Delivery Continual improvement management Employee Correct Answer Potential failure prevention Customer satisfaction Employee participation P-D-C-A