TQM & HR

TQM & HR
1.
The hard side of TQM involves: interpretation of data
2.
Multi-disciplinary approach means: people from different discipline in

organization; people from different department having diff skill
3.
The environmental management system followed by organization is ISO14000.
4.
The objective of ISO-9000 customer satisfaction.
5.
ISO-14001 is: powerful management tool to be used by an organization

to control the environmental hazardous.
6.
The role of management is: to provide resources; to define EMS, to

monitor the effectiveness of the system
7.
TQM & ISO both focuses on employee. False
8.
Circle represents beginning or end of operation while plotting few charts.
9.
Record may be: procedure to control its use
10.
Dr. Deming believes that: quality & productivity walk in hands
11.
Environmental impact is: any change to environment resulting from

organization activity
12.
Response is speed.
Match the following:

TQM approach is
employee participation
TQM & ISO both focuses on
customer satisfaction
Which tool is used in implementing ISO-9000 P-D-C-A
Quality approach is
potential failure prevention
13.
Quality approach is potential failure prevention. True
14.
Which are pillar of TQM: morale; delivery
15.
Malcolm Baldrige national quality award is for (MBNQA): total quality

management
16.
Dr. Demings contribution is in the field of: Quality
17.
Cost of poor quality comprises: cost of internal failure; cost of external

failure
18.
Diamond represents decision point while plotting flow chart.
19.
Type of waste are: waiting time; transport; processing waste
20.
Corrective action means: action taken on detecting NC; action taken on

observed NC
21.
In quality assurance primary concern is: co-ordination
22.
Continual improvement is in: environmental objective; audit result;

corrective action
23.
Reputation means past performance.
24.
If some activity are outsourced: vendors are assessed on predetermined

criteria; procedure to be followed for assessing vendor
25.
The benefit of ISO 14001 are applicable to: the organization which adopts
it; adjacent property owner & environment
TQM & HR
26.
Vendor assessment is: appraisal cost
27.
Cause & effect diagram used to: identity & organize possible causes of
problem; identify possible causes of problem & determining its relation
28.
Continual improvement which focuses on the improvement of the EMS, must be

reviewed every month for any changed aspects and impacts. False
29.
ISO-9000-1994 is model for quality assurance. True
30.
Any process is to be controllable.
31.
The quality approach is potential failure prevention.
32.
Value is for which customer is paying. True
33.
Business objectives are derived from mission statement. True
34.
Process capability is only calculated when it qualify Bell shape curve. True
35.
Quality circle encourages employee participation. True
36.
The documents of external origin: should be controlled separately

Critical process maturity concept include
process capability
Managed level of process
process is controlled
CMM is
capability maturity
Process is managed level
performance
is
model
respectable
37.
Product planning quality should address capability & qualification of equipment.
True
38.
By adopting TQM philosophy, it benefits to: organization & employee
39.
Quality means fitness for use.
40.
Working together for excellence is team work.
41.
Waste is the machine down time.
42.
Dimensions of quality are: performance; feature; reliability
43.
CMM is applicable to: software industry
44.
The forms of histogram are: scatter; normal; skewed
45.
A standard assures quality to customers.
46.
Drive out fear so that everyone may work effectively for the company. (A point
I Demings 14 point program).
47.
Management is a science as well as an art. True
48.
The core processes are those which have a Direct contribution to the
business of an organization.
49.
Like you have internal customers there are internal suppliers too. True
50.
The control objectives and controls in ISO 17799:2005 is intended as a common

basis
and
practical
guidelines
for
developing:
organizational
security
standard; effective security management practices; build confidence in

inter-organizational operations
51.
Organization thinking is revolutionary as has been the thinking on quality.
TQM & HR
52.
Soft domain consists of Software for using the machines and facilities to
achieve business objectives.
53.
QMS documentation includes: processes and guidelines; manual; forms
54.
Strategy formation starts with strategic goals. True
55.
Each process area

organization
will:
has expected
specific
components that describes what an
properties;
generic
properties;
defining
properties
56.
Quality is not an act, but a habit. True
57.
Quality costs or cost of quality or cost of poor quality are all: almost synonyms
58.
Quality of offering means: QA department is aware of the inspection

process for each offering
59.
ISO means international standards organization. True
60.
TQM demands that it is for: change in the organizational culture and

institutionalization of quality
61.
Management process can ignore planning. False
62.
In degree of institutionalization a process that accomplishes work to produce

work products is the meaning of the term performed processes.
63.
ISO 27001 comprises of 115 pages.
64.
Quality culture is: a need
65.
Papio Food Pvt Ltd is a vegetable processing plant located 20 km from

Mahabaleshwar in Maharashtra. False
66.
TQM is: is a system of educating people on quality
67.
The process is ingrained in the way work is performed and there is commitment
and thus consistency to perform the process that way only is termed as:
Institutionalization
Integrated supplier management
process management
Organization innovation and deployment
project management
Configuration management
technical purpose
Technical solution
engineering

Tangible attribute
quality attribute
Intangible attribute production attribute
To measure courtesy efforts, courtesy, quality, time
To measure quality process, product, service, people
68.
Business operations rotates: production, growth
69.
Each plan contributes to Vision.
70.
Number of ISO members countries are: 176
71.
Planning is a part of: QMS
72.
To challenges you need to focus on the future.
TQM & HR
73.
A live vision prompts people: to act proactively in a problem situation in

face of customer, keeping intact the image of the organization
74.
The rework product needs to be once gain tested if it is conforming to

specifications and then only it could be shipped to the customer. True
75.
Planning process defines: responsibility
76.
The success of HR process is demonstrated when the sub processes add up to

make it a reality which includes which of the following? Gathering data on the
performance of people; motivating people to perform to its objectives;
enabling people to be over prepared for future
77.
Deming aims to improve quality and productivity.
78.
The optimizing level is where the predictability is attained, as the maturity is at

the lowest level. True
79.
External environment consists of: land, water, air; natural resources, flora,
fauna
80.
Being capable is the quality of process and means that the process is able to
deliver the desired outcome.
81.
Select the contains required for relational data base for key measurements:
product; core or support behaviour; quality
82.
Annexure C of ISO 14001 deals with how to go about hazard identification and
the assessment and control of risk. True
83.
A knowledgeable operator may have to be vigilant with each output produced to

be sure it meets quality expectation level of being vigilant gets influenced by:
boredom; machine downtime; apprehension on job description
84.
Two headings under failure costs are, as in ASQC 1986 are: internal failure
costs; external failure costs
85.
Purpose of business met by: customers
86.
In ISO 14001 in paragraph of standard the requirement for checking are:

consists
of
monitoring
and
measurement;
examining
compliance
reporting; taking actions on nonconformities

87.
One of the main use of SPC is to provide information.
88.
ISO 17799:2005 contains the best practices for control objectives and control in
the following areas of information security management: security policy;
organization of information security
89.
TQM: is vision of top management
90.
Building quality into a product means: quality of design; quality of

processes; quality of tools
91.
Leadership is at the root of cultural management and brings about a change in

culture. True
92.
TQM should be managed: as a process and not as a program
TQM & HR
93.
Leaders must be: alive; always right; models of behaviour
94.
Leadership is: personality
95.
Internalization must keep following with the changes.
96.
Leaders must be models of behaviour.
97.
The power base is not relevant in deciding the ability to take decisions and lead
the organization towards the desired change. True
98.
Quality is not an act, it is a habit, the statement was made by: Aristotle

Leadership
is learnt by attending training
Language of quality an obstacle to learning and
Bureaucracy
must percolate all through the
An outstanding business
envisioning the future for the
99.
Quality management: a practice as per international standards; is as a
process or set of actions on quality meaning managing quality; means
quality of the management process itself
100.
Designing organizational culture: is a proactive and strategic activity
101.
Bureaucracy is an obstacle to learning and innovation. True
102.
An adjustment to account for changes is inherent in process concept.
103.
Designing the organization culture is a management responsibility. True
104.
Design of culture in an organization: has far reaching implications; is

required when organizational performance stagnates; is a normal step
when the top management change takes place
105.
Dimensions of culture are: goal orientation; motivation; organization

structure, the relationship that is defined
106.
Creativity is an indication of the quality of the working environment. True
107.
Quality planning begins at: top management of organization
108.
The way people get led is the relationship between culture and leadership.
109.
The quality gurus have given an interpretation of TQM as: philosophy from a
specific angle; per ones experience in guiding organizations; standard

Leadership attributes
is
the
most
powerful
instrument
Internalization of culture beliefs and values
mean a pattern for
Attitudes
enables a person to shape,
form
Team culture
means team has ability to
110. Mistakes are learning opportunities. Analysis of mistakes must lead to learning.
True
111.
People carry patterns because of: the variety of experiences they

accumulate
112.
A concept is: an idea
113.
Business is enabled by: its culture
114.
A primary product characteristic is performance.
TQM & HR
115.
Plan takes into account quality and time aspects for customer.
116.
The process means a sequence of activities for transforming input into output.
117.
A widely accepted categorization and definition of quality costs is what

Feiganbaum had put forth in 1956. True
118.
The common theme in quality are: quality is free, quality is in the process;
quality management itself is a process
119.
Corrective action means: action taken on detecting NC, action taken on

observed NC
120.
outstanding business performance is: through strategic quality
121.
quality is responsible of leadership.
122.
for leadership process the main resource is people.
123.
planning decreases time span to lead in competition. False
124.
planning and organizing for TQM includes: developing a clear long term
strategy for TQM process; developing prevention based activities;
defining an approach for developing a quality management system as a
tool to operate business with reference to strategy for business
125.
in ISO 14001 in paragraph of standard the requirement for planning the stages
are: identify environmental aspects; determine those that can have a
significant impact; understand the legal and other requirements
126.
SPC is conducive to the pursuit of: continual improvement
127.
the core processes are those which have a direct contribution to the business
of an organisation.
128.
Feigenbaum asks management to commit themselves to: understand quality

issues; commit to improve quality; incorporate quality into management
practices
129.
planning has direct impact on the overall organisation. True
130.
Feigenbaum = takes a very serious financial
131.
for successes Feigenbaum demands that = senior management should
132.
communication systems are of paramount importance = to communicate

requirements
133.
fire fighting of quality problems = has to be replaced with a very
134.
language is very important: to establish a culture in an organisation
135.
ISO revision is planned in 2008. False
136.
a practice of familiarizing all personnel with organisational communication

guideline helps in defining a communication guideline for the organisation as a
part of the business systems helps people in: better communication
137.
achievement of process improvement within an individual process area, is

termed as: capability level
TQM & HR
138.
the scope of audit during the audit of sales could be to examine: the customer
satisfaction; market research; contribution to the turnover
139.
an organisation is the culture in it.
140.
assigning responsibility for review strategy defined is equally important. True
141.
while designing an organisation consider: quality of management; quality of

processes; quality of communication
142.
the intention of self assessment is to evaluate organisational performance.
143.
managing continual improvement is: a process subsequent to defining

strategies
144.
change the business with time.
145.
SMART objectives: Specific; Measurable; Realistic
146.
in hierarchy of human needs the need and desire for self-fulfillment, becoming
everything one is capable of becoming comes under self actualization.
147.
a model is conceptualized by the people in the organisation. True
148.
in ISO 14001 in paragraph of standard the requirement for planning the stages
are: define target to be achieved to meet policy; assign responsibilities
and resources too; state clearly the time frame for achieving
149.
quality is not an act, but an habit. True
150.
Sun Tzu explains the strategy formation with four principles.
151.
each process area has components under three headings that is: required;
expected; informative
152.
surroundings in which organisations operate, including air, land, water, natural

resources, flora, fauna, humans and their interaction is known as: Environment
153.
the management practices on the appraisal results are very important on the
three aspects at the organisational level which are: retaining people with
skills and competencies; reinforcing values and thus a work culture of
quality performance; maintaining a high motivation at all levels in that
organisation
154.
measurements helps increase satisfaction level of customer.
155.
Quality culture is: an idea
156.
each
process
area
has
required
components
that
describes
what
an
organisation must achieve to: satisfy process area; visibility; evaluation

157.
the use of a CMMI model for the purpose of making it suitable for a specific
application. To align application of a model to an organisations business is termed
as: CMMI model tailoring
158.
TQM believes and propagates that quality, like the business process, is in
sequence form.
159.
Deming is known world over for his PDCA cycle.
160.
SA should be considered as an alternative to internal or external audit. True
TQM & HR
161.
the rework product needs to be once again tested if it is conforming to

specifications and then only it could be shipped to the customer. True
162.
design verification = product design is right
163.
design validation = comparison with easier design
164.
design output = customers
165.
design input = right product is design
166.
Crosby introduced the idea of The quality management grid: this is one of
his 14 point program
167.
supplier
agreement
management
comes
under
category
of:
project
management
168.
structure is an important component as it decides the methods for decisionmaking.
169.
in attaining quality, Taguchi stages are = system design, parameter
170.
quality leadership is essential = to a companys success in the
171.
failure costs are incurred because = the defects are removed by way
172.
Poka Yoke means = to manage quality all through the
173.
assessment of effectiveness of organisational design is always in relation to

the goals that are to be attained.
174.
defects equals to: rework; loss of productivity; people in the organisation

are not motivated
175.
implementing strategy means leadership aligned to customer: and ensuring

that employees are aligned to the leaders vision to attain customer
loyalty
176.
each activity should have vision.
177.
advantage of planning is seen in: product; order; design
178.
verification of inspections are non-value adding activities. True
179.
building quality into a product means: quality of design; quality of

processes; quality of tools
180.
organisations culture and leadership: are closely related
181.
for service organisation the support processes are: administration of offices;

HR management; marketing
182.
effective customer relationship process is the key to the success of an

organisation. True
183.
culture is a way of organisational life and it is the image of an organisation.
184.
BIS means: Bureau of Indian Standards
185.
Auditor communicates their observations in a closing meeting.
186.
global business solutions is a ISO 9001 certified organisation. True
187.
it is possible that a leader emerges: naturally depending upon the purpose

or vision for which the organisation gets created
TQM & HR
188.
Appraisal costs: are those incurred on verification or inspection or

reviews from design to delivery
189.
there is no standard definition of TQM. False
190.
creativity is an indication of the quality of the working environment. True
191.
business needs following criteria as performance assessment: standing in the

market; quality culture in the organization; cost reduction
192.
the business is likely to ignore local concerns such as: political scenario; the
environment; the culture
193.
QMS is = defined by the top management
194.
each process captures measurements = that have direct as well as
195.
starting from organizational strategy the organizational objectives are =

defined every time the CEO
196.
the measurement plan must address all the processes = and reports as in
MIS defined for
197.
third party audit is conducted by the certifying agency. True
198.
TQM is a function in an organizations culture.
199.
each plan contributes to vision.
200.
for an organization, environmental imperative means: organization has

work environment that encourages people to perform quality
201.
the future picture in the vision: demands that the organization moves
towards it
202.
because there are levels of processes, there are levels in the organization or
management. True
203.
quality leadership is demonstrated by the way: the publicity made
204.
cause effect diagram is known as fish bone diagram.
205.
planning impacts which of the following Future.
206.
guideline to be followed for preparing the flow charts is to involve people who
carry out parts.
207.
top management of Karnataka Steel Ltd. Being concerned about the welfare of
workers.
208.
in hierarchy of human needs food and shelter are essential needs.
209.
you walk the talk and: people demonstrate alignment to what you ask for
a define indication to high morale; create an organizational culture;
you are instrumental in establishing a behaviour pattern
210.
process for planning creation of new plans.
211.
Pareto analysis is used for: quality; production plan; stock control
212.
in India Six sigma is implemented by mostly: software companies
213.
some areas for which management needs decisions are: range of product
and service; finance, pricing
TQM & HR
214.
organisation thinking is revolutionary as has been the thinking on quality.
215.
planning has direct impact on: Quality; Customer Satisfaction; Production
216.
EEP stands for Effort Estimation Process. True
217.
the quality gurus have given an interpretation of TQM as: philosophy from a
specific angle; per ones experience in guiding organisations; standard
218.
the sum of total of behaviors is: Culture
219.
Organisational culture: is a set of policies in an organisation
220.
the
first
step
in
understanding
the
intervention
by
HR
processes
in
organisational operatives including the business system or quality management

system includes: awareness of vision; awareness of strategies; awareness
of goal
221.
mistakes are learning opportunities, analysis of mistakes must lead to learning.

True
222.
the four elements of PDCA cycle are a closed loop. True
223.
During the 1960s the concept of quality costs emerged. True
224.
Internalization
is
summation
of
the
Psychological
characteristics
of
organisational culture.
225.
Auditor communicates their Observations in a closing meeting.
226.
In ISO 14001 in paragraph of standard the requirement for implement planning

the stages are: make resources available; assign responsibility; ensure
that the programs are implemented and maintained
227.
an organisation plan the activities to attain policy and objectives towards

sustaining the environment while implementing this standard an organisation
needs to consider the implementation of the: best appropriate practices and
techniques; cost effectiveness; legal requirement
228.
Deming advocates measurement of quality by: having a detailed measures

and metrics of performance of process and people
229.
For leadership process the main resource people.

Question
correct answer
In business variation has
an impact on business
performance
The measurements for process performance captured
is used to adjust
the production
The knowledge of measurements on process
is used to adjust the
control on
Statistical analysis enables taking decisions
in a systematic manner
230. Managers are experienced who take pride in what they do.
231.
In ISO 14001 in paragraph of standard the requirement for checking the:

internal audits; control of records; external audits
TQM & HR
232.
Time required to complete on order or one production lot or one project for
design, after which the next similar set of activities can start is termed as Cycle
time.
233.
Planning impacts on: Future
234.
Business operations rotates: Production; Growth
235.
the constraints business can encounter can be summarized into 7 Ms. True
236.
Dr. Peter Drucker says on organisation design that how the culture is built
depends upon what results are needed.
237.
Process for planning Educating.
238.
the result of failure is waste of efforts. False
239.
Audit is carried out to operate the business in a proactive manner. True
240.
Mount Consulting Service Pvt. Ltd provides process consultancy for quality
models like ISO 9001 and CMMI.
241.
Culture is: an evolutionary process
242.
Planning has direct impact on: quality; customer satisfaction; production
243.
Quality planning begins at: top management of organisation
244.
ISO revision is planned in 2008. False
245.
Management is a science as well as an art. True
246.
Standard contents: Definitions; Concepts; Foreign Collaboration
247.
Quality manual is a: Document
248.
The statistical tools have the roles: data collection; data processing;
summarizing of data
249.
War and business are names of the same conflict operations. True
250.
From quality management view and from the point of excelling in business,
before deciding to launch product/service any analysis of process must result in
providing information on: our capacity to provide the output required;
efforts and time required; knowledge of competency
251.
Your thinking and ideas need to be developed as the subject of quality: has a
strategic impact on business performance

Question
correct answer
QMS
Quality management systems
SWOT
Strength, weakness, opportunity, threat
ISO
International Standard organisations
Top management
Managing Director
252. While designing an organisation: there should be focus on current
business; without losing the sight of the future of business
253.
Every activity one must Sequence.
254.
Standards help to assess performance of: Organisations
255.
QMS documentation includes: processes and guidelines; manual; forms
256.
Customer is: one who pays for product or service; an end user; internal
TQM & HR
257.
Planning can be at any level. True
258.
Mind patterns are created: over a period of time
259.
Bureaucracy in QMS meads people are made to comply processes.
260.
Quality management is all about Focus on customer.
261.
Reliability, defects and defect removal efficiency are examples of: Process
Measures
262.
Good
quality
product/service
gets
marketed
by
its
qualities
such
as:
Strategies; Advertisement/ Publicity; Planning

263.
Like you have internal customers there are internal suppliers too. True
264.
How many level of plans are there: 4
265.
People do not have capabilities to respond to a range of situations. False
266.
Shigeo Shingo introduced concept of Poka-Yoke for mistake-proofing.
267.
Business is enables by: its culture
True/False
Question
ISO is Quality management system.
Correct Answer
True
Multiple Choice Single Answer
Question
Evolution of quality concept. Current era is
Correct Answer
Continual Improvement
Multiple Choice Multiple Answer
Question
Service Assurance is :Correct Answer
Confidence with customer , Customer have trust , Employee have
knowledge
Question
TQM is a:Correct Answer
Philosophy
Question
Cause & Effect diagram used to :Correct Answer
Identify & organize possible causes of problem , Identify possible causes
of problem & determining its relation
Select The Blank
Question
________ helps organization reduce employee turnover and absenteeism.
Correct Answer
Training & development
Question
In statistical quality control, primary concern is :Correct Answer
Control
Question
The management review is carried :-
TQM & HR
Correct Answer
To ensure effectiveness Of QMS
Select The Blank
Question
While calculating PPK standard deviation is________.
Correct Answer
Calculated
True/False
Question
Quality circle benefit to Employee.
Correct Answer
True
Select The Blank
Question
While calculating CPK standard deviation is________.
Correct Answer
Estimated
Question
How TQM helps in reducing cost?
Correct Answer
By reducing internal failure , By reducing external failure cost
Select The Blank
Question
Working together for excellence is ________.
Correct Answer
Team work
True/False
Question
TQM & ISO both focuses on employee.
Correct Answer
False
Match The Following
Question
Correct Answer
Your Answer
How TQM helps in reducingBy

cost
reducing external sale By increasing sale
Calibration activity carried Appraisal
in
cost
company is
Quality planning is
Prevention cost
Overhead
Vender assessment is
Appraisal cost
Appraisal cost
Prevention cost
True/False
Question
The need for TQM is due to Cut throat competition.
Correct Answer
True
Question
Multi- disciplinary approach means :Correct Answer
People from different discipline in organization , People from different
department having diff skill
Select The Blank
Question
Arrow indicates ________.
Correct Answer
Direction of flow
Select The Blank
Question
The TQM approach is based on employee's ________.
Correct Answer
Participation
TQM & HR
Question
In ISO the focus is on :-
Correct Answer
Enhancing customer satisfaction
Question
Reliability of product means :Correct Answer
Consistency of performance , Performance over period
Question
Current quality concept is :Correct Answer
Continual improvement , Prevention of defect
Question
In inspection primary concern is :Correct Answer
Detection of Defect , Action on only detected defect
Select The Blank
Question
Response is________.
Correct Answer
Speed
True/False
Question
The European award uses the criteria of efficiency & effectiveness.
Correct Answer
True
Select The Blank
Question
Process Quality planning means ________.
Correct Answer
Building quality into processes
Question
Does TQM approach have relevance to Indian industry in context to
Correct Answer
People involvement , Customer satisfaction
Question
Process evaluation is to identify :Correct Answer
Potential failure prevention , Correctness of product
Select The Blank
Question
The planning & implementing Enviromental policy is responsibility
of________
Correct Answer
Management representative.
Question
The management review to be conducted :Correct Answer
As & when required
Question
The evaluation & selection of vendor :Correct Answer
Must have predetermined procedure , Must be assessed
Question
Must have procedure for it
TQM & HR
Question
Environment policy must contain :Correct Answer
Mission & core values with respect to the enviroment
Question
According to traditional thinking, quality improvement leads to :Correct Answer
Lower productivity
Question
The mean is :Correct Answer
Center of process , Target of process
Question
TQM approach is:Correct Answer
Centered on quality
True/False
Question
Leadership from top should be totally honest & transparent in dealing .
Correct Answer
True
True/False
Question
Quality approach is potential failure prevention.
Correct Answer
True
Question
According to Deming quality improvement is analogous :Correct Answer
To reduction of Variation
True/False
Question
The ISO is based on Plan - do - check- Act.
Correct Answer
True
Select The Blank
Question
The Design & Development Review to be carried ________
Correct Answer
To evaluate ability of product to meet requirements
Question
Which are pillar of Tqm :Correct Answer
Morale , Delivery
Select The Blank
Question
TQM emphasises on ________.
Correct Answer
Small improvement
Question
In Quality circle, which problems are solved?
Correct Answer
Work related
Question
Following are the phases of intervention:-
TQM & HR
Correct Answer
Formulation stage , Maintenance stage , Implementation stage
Question
Leadership style from top to bottom is :Correct Answer
Totally honest & transparent , Providing consistent vision / direction
Question
Tqm focus on :Correct Answer
Employee , Customer
Question
While recruiting person he should
Correct Answer
Competent to perform job , Trained to perform specified job
Question
Match The Following
Question
Correct Answer
MBQA is eligible for
Manufacturing organizationManufacturing organization
Your Answer
Malcolm baldring award seeks

Quality & productivity
improvement in
European quality award is for
Improving efficiency
Common elements of winners

Senior management was
are
activity involved
Question
In ISO the focus is on :-
Cost reduction
Software organization
Correct Answer
Enhancing customer satisfaction , Delighting customer
Question
Strategic quality management means :Correct Answer
Strategic Improvement
Question
True/False
Question
CPK is 1' 33 means 64 PPM.
Correct Answer
True
True/False
Question
Correct Answer
False
Select The Blank
Question
While setting Quality objective, ________ to be considered.
Correct Answer
Customer need
TQM & HR
Select The Blank
Question
Correct Answer
Question
The management review is carried :Correct Answer
Question
While setting Quality objective, What is to be consider :Correct Answer
Customer need
True/False
Question
By Applying basic principle, the process improvement will be in
organization's focuses on work process.
Correct Answer
True
Question
ISO - 14001 is :Correct Answer
Powerful management tool to be used by an organisation to control the
environmental hazards.
Select The Blank
Question
________ is responsible for quality objective.
Correct Answer
Top management
Question
What is CMM ?
Correct Answer
Capability maturity model
Question
According to Deming, Quality problems are :Correct Answer
Due to management
Select The Blank
Question
________organisations are not eligible for MBNQA.
Correct Answer
Software
Question
ISO 14001 is the management representative, responsible for :Correct Answer
Planning and implementing policy
Question
Correct Answer
Customer satisfaction , People involvement
Question
Malcolm Baldrige national quality award is for ( MBNQA ) :Correct Answer
Total quality management
True/False
Question
Business objectives are derived from mission statement.
TQM & HR
Correct Answer
True
Question
By Applying basic principle the process improvement will be in
organization's :Correct Answer
Focus on work process , Maintain self esteem of other
True/False
Question
Correct Answer
True
Select The Blank
Question
Reputation means________.
Correct Answer
Past performance
Question
While setting Goal ,following things to be consider.
Correct Answer
Marketability of product , Organization need
Question
Integrity means :Correct Answer
True to our words
Question
Documents in company are controlled by :Correct Answer
Management Representative.
Question
PP & PPK is calculated for :Correct Answer
Initial production run , Initial process setting
Select The Blank
Question
TQM promotes________
Correct Answer
Team work
Select The Blank
Question
of________
Correct Answer
Question
Correct Answer
Work related
Select The Blank
Question
Payment Against warranty is________.
Correct Answer
External failure cost
True/False
Question
The role of management in QMS is to provide resources.
Correct Answer
True
True/False
TQM & HR
Question
Physical facilities is tangible dimension.
Correct Answer
True
Select The Blank
Question
Quality means________.
Correct Answer
Fitness for use
True/False
Question
Zero Deviation means product is set on mean.
Correct Answer
True
Question
The competence of the employee means :Correct Answer
Competence of personnel performing work affective quality , Evaluale
the effectiveness of action taken , Maintain appropriate Record
Question
Employee should be involved in :Correct Answer
Decision making , Participation
Select The Blank
Question
The supplier must provided ________ information to management.
Correct Answer
Adequate
True/False
Question
Quality approach is continual improvement.
Correct Answer
True
Select The Blank
Question
Correct Answer
Small improvement
True/False
Question
Value is for which customer is paying.
Correct Answer
True
Question
What is quality policy?
Correct Answer
Overall intention & direction of organization towards quality
Question
Special characteristic means :Correct Answer
Product characteristic which affect fit/ function / Regulation ,
Characteristic of product which are regulatory requirement.
True/False
Question
Recruitment & Selection are critical HR issue.
Correct Answer
True
True/False
Question
Enviromental impact is any change to the environment, whether adverse
or beneficial.
TQM & HR
Correct Answer
True
Question
Lead assessor is :Correct Answer
Qualified personnel , Leading team of auditor
Select The Blank
Question
The documents of external origin ________
Correct Answer
Should be controlled separately
True/False
Question
The soft side of TQM include Training on job
Correct Answer
True
Question
TQM is aiming :Correct Answer
Long term success
Select The Blank
Question
In ISO the focus on customer is ________
Correct Answer
In Enhancing customer satisfaction
True/False
Question
Training helps organization Reduces employee' turnover.
Correct Answer
True
Question
CMM is use for :Correct Answer
Managing software project
Question
In business, vision involve :Correct Answer
Mission statement
Question
Which is not part of cost of poor quality ?
Correct Answer
Appraisal cost
Question
Dr. Deming Believes that :Correct Answer
Quality & Productivity walk in hands
Select The Blank
Question
The non conforming products are ________.
Correct Answer
Identified & controlled
Select The Blank
Question
Planning of internal hazardous material & its disposal________.
Correct Answer
Contains Planing aspect
TQM & HR
Question
By adopting Tqm philosophy, it benefit to :-
Correct Answer
Organisation , Employee
True/False
Question
Failure mode & effect Analysis is prevention tool.
Correct Answer
True
Select The Blank
Question
Correct Answer
Customer need
Select The Blank
Question
Correct Answer
Top management
Select The Blank
Question
Quality approach is________
Correct Answer
Potential failure prevention
True/False
Question
ISO calls for Product approach.
Correct Answer
False
True/False
Question
Enviroment indudes natural resources.
Correct Answer
True
True/False
Question
ISO - 9000 -2000 this revision of ISO is currently in use.
Correct Answer
True
Select The Blank
Question
Model used in software industry to check the quality is called________
Correct Answer
Question
Need for Tqm is due :Correct Answer
Cut throat competition , Customer requirement
Question
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
Dr. Deming believes
To prevent defect
Ishikawa development
Cause & effect diagram
Quality improves productivity

decreases
Histogram
Type of variation is due to Common causes
Common causes
TQM & HR
Crosby's objective of quality
Histogram
Quality & productivity work

together
Select The Blank

Question
Rectangle represent ________ While plotting flow chart.
Correct Answer
Steps in Activity
Select The Blank
Question
________ is important in providing some underpinning of the sense of
shared responsibility.
Correct Answer
Single status
Question
Plan aspect contains :Correct Answer
Planning of internal hazard & its disposal
Question
The inviromental policy must :Correct Answer
Commits to prevention of pollution , Be Relevant to the activity , Comply
with legislation
Question
Tally chart is :Correct Answer
Data collection tool
True/False
Question
European award is given to any country.
Correct Answer
False
Question
What is environment?
Correct Answer
Surrounding in which an organization operates.
Question
What is EMS?
Correct Answer
Enviromentel management system
Question
Match The Following
Question
Correct Answer
Your Answer
Dimension
Physical facility
Vary from time to time .
Service characteristic
Physical facility
Customer satisfaction survey

To assess customer satisfaction
level
level
Poor service is due to
Inadequate resource
Unskilled manpower
True/False
Question
In TQM "Total" means Total Organization.
Correct Answer
True
TQM & HR
Question
The inviromental policy must contain & communicate the :Correct Answer
Mission & value with respect to enviroment , Control & improve
enviroment , Enviromental impact
Question
The Quality problems arises :Correct Answer
Due to management , Due to Employee
Question
Bar chart is :Correct Answer
Frequency Distribution tool , Data analysis tool
Question
Competitive advantage will be achieved by :Correct Answer
Serving customer in excellent fashion , Get in pat from customer &
convert in service , Technological improvement
Select The Blank
Question
Diamond represent ________ while plotting flow chart.
Correct Answer
Decision point
Question
The role of management in QMS is :Correct Answer
To provide resources , To provide support
Question
Which of the following is not process input?
Correct Answer
Testing
Question
Before Accepting the order :Correct Answer
It should be reviewed
Question
The role of management is :Correct Answer
To provide Resources , To define EMS , To monitor the effectiveness of the
system
Question
Cost of poor quality comprises :Correct Answer
Cost of internal failure , Cost of external failure
Question
The quality manual have :Correct Answer
Level 3
True/False
Question
ISO 9000 & TQM are supportive to each other.
Correct Answer
True
TQM & HR
Question
Cause & Effect diagram used to :-
Correct Answer
Identify & organize possible causes of problem , Identify possible causes
of problem & determining its relation
True/False
Question
Correct Answer
False
Question
TQM focuses on :Correct Answer
Customer
True/False
Question
The quality manual have one Level.
Correct Answer
False
Select The Blank
Question
of________
Correct Answer
Select The Blank
Question
Correct Answer
True/False
Question
Quality is fitness for Purpose
Correct Answer
True
Select The Blank
Question
Correct Answer
Steps in Activity
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Speed
Question
Select The Blank
Question
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
Quality approch
Continiual improvement
Productivity quality - cost
TQM & HR
management
Pillor of TQM
-Delivery
Need for TQM is due
Productivity quality - cost Continiual improvement

-Delivery
management
Cut throat competition
Inspection
TQM focusses on
Employee
True/False
Question
The performance of process is in controlled condition then it is called
process at managed level.
Correct Answer
False
Question
What is part of cost of poor quality?
Correct Answer
Select The Blank
Question
________ provides the competitive advantage.
Correct Answer
Serving customer in excellent fashion
Question
Following are the phases of intervention:Correct Answer
Question
In ISO the focus is on :Correct Answer
Question
The variability in process is reduced, then the process become more :-Correct Answer
Predictable
Question
What is document control?
Correct Answer
Document Required by EMS to be controlled
True/False
Question
Correct Answer
True
Question
CMM is nothing but :Correct Answer
Use of process means , Capability maturity model
True/False
Question
Correct Answer
True
Question
CP & CPK is calculated :Correct Answer
To predict future process , To predict future product performance
Select The Blank
TQM & HR
Question
The quality approach is ________
Correct Answer
Select The Blank
Question
Correct Answer
Question
Question
The human Resource :Correct Answer
Must be competent
Question
Common elements of winners are :Correct Answer
Senior management was actively involved , Control of overall process ,
Focus on customer
Question
Question
What CPL indicates ?
Correct Answer
Process capability relative to lower specification limit
Match The Following
Question
Correct Answer
Circle symbol
Binging or end of operationTransportation
Pareto analysis is
Data analysis told
Binging or end of operation
X bar means
Average of reading
Data analysis told
LCT means
Lower control limit
Delay in Activity
Your Answer

Question
When cpk is less than one, :Correct Answer
Process is not capable , Process is volatile
Select The Blank
Question
Correct Answer
Team work
Question
In parato Analysis, we have to focus on problem which contribute :Correct Answer
80 % Of total problem , 80 % Of causes.
Question
The operational control in EMS is :-
TQM & HR
Correct Answer
The process of controlling environment
Question
By adopting TQM philosophy, it benefits to :Correct Answer
Organisation & employee
Question
Employee , Customer
Select The Blank
Question
Correct Answer
Past performance
True/False
Question
In TQM, approach to employee is to involve people.
Correct Answer
True
Question
When the process is called under control?
Correct Answer
When it is within specification
True/False
Question
Correct Answer
True
Question
Benefit of model based improvement are :Correct Answer
Establish common language , Models are comprehensive
Question
Common features of CMM is how to produce software product which
are :Correct Answer
Consistence , Repeatable , Predictable
Select The Blank
Question
The base of Tqm is________
Correct Answer
Employee involvement
True/False
Question
Each Environmental objective must be traceable back to the
Environmental Policy statement.
Correct Answer
True
Question
Correct Answer
Question
Match The Following
TQM & HR
Question
Correct Answer
Your Answer
ISO emphasis on
Prevention
Prevention
ISO
Lead assessor
International organization far

Inspection
standard
Qualified personnel
Qualified personnel
ISO currently in use
ISO - 9000 -2000
ISO - 9000 -2000

Question
True/False
Question
Correct Answer
True
Question
In control chart, X bar means :Correct Answer
Average of Reading
Question
In ISO - 90001Quality policy declare by management. Similarly what is
specified in ISO - 14001?
Correct Answer
Enviromrntal Policy
Select The Blank
Question
ISO - 9000- 1994 is ________
Correct Answer
Model for quality Assurance
True/False
Question
Histogram is used to compare data.
Correct Answer
True
Question
Dimensions of quality are :Correct Answer
Performance , Feature , Reliability
Select The Blank
Question
Correct Answer
Decision point
True/False
Question
Venders are assessed on predefined criteria if some activity are
outsourced.
Correct Answer
True
Select The Blank
Question
Correct Answer
Single status
Question
ISO emphasis on :-
TQM & HR
Correct Answer
Prevention
Select The Blank
Question
________ is a strategic effort, directed at attaining business objective,
through preventive action.
Correct Answer
Quality
Question
Question
ISO - 14001 gives stress on :Correct Answer
Plan - Do -check -Act , Enviromental protection , Prevention rather than
detection
Question
Which is not Business objectivity?
Correct Answer
Supplier satisfaction
True/False
Question
Correct Answer
True
Select The Blank
Question
Tool is used in TQM implementation is ________.
Correct Answer
P -D - C - A
Select The Blank
Question
Knowing capability of any process is required to ________.
Correct Answer
Predict the behavior of process
Select The Blank
Question
________ is the machine down time.
Correct Answer
Waste
Question
True/False
Question
Correct Answer
True
Select The Blank
Question
When the process is ________ then it is under control.
Correct Answer
Within specification
True/False
Question
The main business process objective is to serve the customer in excellent
manner.
Correct Answer
True
Select The Blank
TQM & HR
Question
Correct Answer
Adequate
Question
Question
Quality circle encourage :Correct Answer
Tem work , Participation
Question
knowledge
Select The Blank
Question
Correct Answer
Question
At predetermined Interval , As & when required
Question
Process Quality planning means :Correct Answer
Question
Control chart shows :Correct Answer
Performance of process
Question
Morale , Delivery
Question
Zone in Tolerance means :Correct Answer
Gap between adequate service & desired service , Gap between min &
max expectation
True/False
Question
Quality policy is defined by employee of organisation
Correct Answer
False
Question
Detection of Defect
Question
Who is responsible for Deploying quality policy?
Correct Answer
Top management
TQM & HR
Question
Correct Answer
True/False
Question
TQM approach is based on Participation.
Correct Answer
True
Question
ISO 9000 & TQM are :Correct Answer
Supportive to each other
Select The Blank
Question
Correct Answer
Estimated
True/False
Question
Bar chart shows how data is spread across the range.
Correct Answer
True
Question
True/False
Question
There is a growing awareness by employers of the value of the employer
`Brand'.
Correct Answer
True
Your Answer True
Question
The following personality holds the view that HRD is a developmental
oriented planned effort in the personnel area :Correct Answer
C S Sanker
Question
HRD is a total system with various :Correct Answer
Sub systems
Select The Blank
Question
Occasionally, learning curves show ________, which are the areas in the
learning curve which indicate no progress in learning.
Correct Answer
Plateaus
Question
One of the advantages of 360 degree appraisals is that :Correct Answer
It reduces bias / prejudice
Question
The model of planning as a people process has benefits to :-
TQM & HR
Correct Answer
Groups , Divisions , Constituent companies
Question
The following is not an essential objective of HRD :Correct Answer
To minimize the utilization of human resources for the achievement of
individual
True/False
Question
Different application forms may be necessary for different kinds of work.
Correct Answer
True
Question
The very purpose of worker being at workplace is his :Correct Answer
Work
Question
In Results Method to appraisals, Manager can consider results in form
of :Correct Answer
Sales figures , Production output
Match The Following
Question
Correct Answer
Your Answer
Forecasts
Based on measures of
Based on measures of
productivity
productivity
Estimate made by management
Simplest method of assessment
Simplest method of assessment
Statistical method
Work study method
Vary in their degree of

Vary in their degree of
sophistication
sophistication
Systematic analysis of workSystematic analysis of work

Question
M. M. Khan remarks that HRD is the process of :Correct Answer
Increasing knowledge , Capabilities , Positive work attitudes
Question
Training needs may be assessed by identifying :Correct Answer
The gap between skills possessed by employee and those required for
the job
Select The Blank
Question
A key issue in planning for action is how to motivate ________ to
organisational change.
Correct Answer
Commitment
True/False
Question
Lecture courses is often an "In-house" activity in any organisation.
Correct Answer
True
Select The Blank
Question
If proper ________ activities have been conducted, there should be no
need to masquerade the salary.
Correct Answer
HRM
Select The Blank
Question
If there is no ________ the organisational tasks may not be done at all or
are done at a slow pace.
TQM & HR
Correct Answer
Commitment
True/False
Question
Employees of an organisation cannot participate in HRD audit. It is
concerned only with top management's views and goals.
Correct Answer
False
True/False
Question
Organisational change through continuous learning is necessary for
organisations to survive in today's world.
Correct Answer
True
Select The Blank
Question
Performance Ratings must be ________.
Correct Answer
Job related
Question
Job data on features of the job can be collected from :Correct Answer
Employees who perform the job , Other employees who watch the
workers , Trade job analysts
True/False
Question
One of the reasons for delayed improvement of QWL is lack of
consciousness among employees.
Correct Answer
True
Question
HRD at organisational level talks of :Correct Answer
Organisation's manpower planning , Training , Performance appraisal
True/False
Question
A trainer should concentrate developmental activities on category of
"Problem Children" to get best results.
Correct Answer
True
Question
HRD has become a popular concept now, particularly in the :Correct Answer
Business world
Question
HR Manager has to consider these dimensions while planning for career
developmental activities:Correct Answer
Age & Performance
Question
Balancing the cost between the utilization of plant & work force is
especially important :Correct Answer
When costing projects
Match The Following
Question
Correct Answer
Your Answer
Simulated decision games Acting out managerial problems

Acting out managerial problems
Coaching
Committee assignment
Guidance through advice / Guidance through advice /

suggestions
suggestions
Study of specific organisational
Study of specific organisational
problem
problem
TQM & HR
Sensitivity training
Unstructured group interaction

Unstructured group interaction

Question
Active participation of employees in Appraisal interviews helps :Correct Answer
To identify root causes & obstacles to performance , To generate
constructive ideas for improvement
Question
Quality control is a management process which consists of :Correct Answer
Evaluate actual quality performance , Compare actual performance to
quality goals , Take action on the difference
Select The Blank
Question
________ are those people who have great potential and genuine
capacities but not utilising it at all.
Correct Answer
Problem children
Question
The following tamper the constitutionalism of an organisation :Correct Answer
Bias on part of management , Lack of privacy , Improper process of
discipline
Select The Blank
Question
________ gives the employees a feeling of gaining something extra.
Correct Answer
Fringe benefits
True/False
Question
Some of the competencies like attitudes, skills, perspectives etc may cut
across all levels and departments in the company.
Correct Answer
True
Question
In today's competitive business environment, the most important
resource is considered to be :Correct Answer
Human resources
True/False
Question
In sensitivity training, the interaction of participants is facilitated by a
professional behaviour scientist.
Correct Answer
True
Question
Generally, for immediate future, succession plans are prepared for :Correct Answer
Individuals
Select The Blank
Question
The opportunities are for new ________.
Correct Answer
Ventures
Question
While examining top management's style of managing people, HRD
consultants examine :Correct Answer
The leadership styles of managers , Human relation skills of managers ,
Attempts to create a learning environment in company
Select The Blank
Question
There has been a general feeling that quality control concepts are
applicable to ________ only.
Correct Answer
Manufacturing processes
TQM & HR
Select The Blank
Question
Organizations should take positive measures to facilitate ________ of new
employees through Induction.
Correct Answer
Social adaptation
Question
Management succession is a direct responsibility of :Correct Answer
CEO & Top Management
Question
If Appraisals are not conducted properly, it can lead to :Correct Answer
Wastage of time , Feeling of frustration , Strategic failure
Question
A well designed training programme :Correct Answer
Is planned in logical manner
True/False
Question
Good HRD practices do not make any difference on many counts.
Correct Answer
False
Question
The Personnel needs of an organisation are identified in :Correct Answer
Human resource planning
Select The Blank
Question
The drawbacks of skill-based pay schemes are ________ and the lack of
performance contingency.
Correct Answer
Tendency to "Top out"
True/False
Question
Correct Answer
True
Question
The customer requirement to be reviewed :Correct Answer
Before supply of product , Before commitment of supply of product
Match The Following
Question
Correct Answer
Your Answer
Dimension
Physical facility
Physical facility

level
To assess competitors Strength
level
Inadequate resource
Unskilled manpower
Question
Poor service is due to :Correct Answer
Inadequate Resources
TQM & HR
Question
Dr. Deming worked in which country ?
Correct Answer
Japan
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Single status
Question
Vender Assessment is :Correct Answer
Appraisal cost
Question
Continual improvement is in :Correct Answer
Enviromental objective , Audit Result , Corrective action
True/False
Question
Prevention of pollution is prevention of cause of pollution.
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
The primary responsibility of human Resource is ________
Correct Answer
To provide competent person
Select The Blank
Question
ISO - 9000- 1994 is ________
Correct Answer
Select The Blank
Question
Correct Answer
Customer need
True/False
Question
Continious improvement is improvement of inviromental system.
Correct Answer
True
Question
The documents of external origin :Correct Answer
TQM & HR
Question
Employee should be involved in :Correct Answer
Match The Following
Question
Correct Answer
Your Answer
The management
Establishment &
representative is responsible
implementation
far
of QMS
The management review As & when required
As & when required
conducted
In ISO the focus on customer
Enhancing customer
satisfaction
Responsibility for quality Top management
Establishment & implementation
objective
of QMS
True/False
Question
Continual improvement which focusses on the improvement of of the
EMS, must be reviewed every monthefor any changed aspects and
impacts.
Correct Answer
False
Select The Blank
Question
The evaluation & selection of vendor ________.
Correct Answer
Must have procedure for selection
Question
Correct Answer
Question
What are critical HR issue ?
Correct Answer
Recruitment & Selection , Training & development , Appraisal
Question
Question
max expectation
Question
ISO calls far :Correct Answer
Product approach
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Participation
TQM & HR
Question
In quality Assurance primary concern is:Correct Answer
Co-ordination
Select The Blank
Question
Correct Answer
Question
Question
The need fore CMM is :Correct Answer
To ensure that the product is consistent
Question
Question
Question
What is core value?
Correct Answer
Excellence
Question
Calibration Activity in company is :Correct Answer
Appraisal cost
Select The Blank
Question
Correct Answer
Software
Question
To provide Resources , To define EMS , To monitor the effectiveness of the
system
Question
Process capability is :Correct Answer
Long term performance of process
Question
Correct Answer
True/False
Question
Finance is pillar of TQM.
TQM & HR
Correct Answer
False
Question
Centered on quality
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Direction of flow
True/False
Question
Correct Answer
False
Select The Blank
Question
Correct Answer
Adequate
Question
Select The Blank
Question
Correct Answer
Estimated
Select The Blank
Question
Correct Answer
Question
In TQM "Total" refers to :Correct Answer
Total organisation
True/False
Question
CPK is 1' 33 means four sigma process.
Correct Answer
True
Select The Blank
Question
Correct Answer
Question
The benefits of Quality circle can be experienced by :Correct Answer
Employees , Organization
Select The Blank
TQM & HR
Question
The management review to be conducted ________.
Correct Answer
At predetermined interval
True/False
Question
The control of enviromental aspect Life side analysis.
Correct Answer
True
Question
Be Relevant to the activity , Comply with legislation , Commits to
prevention of pollution
True/False
Question
Poor service is due to Poor people.
Correct Answer
False
True/False
Question
Enviromental impact is any change to the environment, whether adverse
or beneficial.
Correct Answer
True
Question
Which is not pillar of TQM
Correct Answer
Finance
Question
If some activity are outsourced :Correct Answer
Vendors are assessed on predetermined criteria , Procedure to be
followed for assessing vendor
Select The Blank
Question
Correct Answer
Question
Question
detection
True/False
Question
Significant aspect means Perceived Risk.
Correct Answer
True
Select The Blank
Question
Correct Answer
Quality
True/False
Question
The process mapping means sequence & interaction of process.
TQM & HR
Correct Answer
True
Question
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
Process is managed level Performance is model

respectable
Critical process maturity Process capability
concept include
Process is controlled
Managed level of process Process is controlled
Process capability
CMM is
Capability maturity
Capability maturity
Performance is model
respectable

Question
Record may be :Correct Answer
Procedure to control its use.
Question
The ISO is based on :Correct Answer
Plan - Do - check - Act , Continual improvement
True/False
Question
ISO - 9000- 1994 is Model for quality Assurance.
Correct Answer
True
Question
Question
ISO emphasis on :Correct Answer
Prevention
Match The Following
Question
Correct Answer
Your Answer

cost
reducing external sale By reducing external sale
in
cost
company is
Quality planning is
Prevention cost
Appraisal cost
Appraisal cost
Appraisal cost

Question
Select The Blank
Question
Prevention cost
TQM & HR
Correct Answer
Team work
Question
Correct Answer
Top management
Select The Blank
Question
The enviromental management system followed by organisation is
________.
Correct Answer
IS0-14001
Question
True/False
Question
Correct Answer
False
Question
Measuring instrument should be :Correct Answer
Calibrated , Adjested & Re-Adjested , Properly located
Select The Blank
Question
Correct Answer
True/False
Question
Cause & effect diagram shows relation between causes & its effect.
Correct Answer
True
Question
True/False
Question
In TQM - M stands for Money.
Correct Answer
False
Question
Philosophy
Question
Morale , Delivery
Question
The Enviromental policy contains :Correct Answer
Commitment to prevention of pollution
TQM & HR
Question
Correct Answer
Question
Select The Blank
Question
When the process is in mature stage, it means ________.
Correct Answer
Process is defined
Question
Plan - do - check- Act
Question
Select The Blank
Question
Correct Answer
Waste
Select The Blank
Question
Correct Answer
Question
Must be competent
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Past performance
Select The Blank
Question
Correct Answer
Top management
Question
Type of waste are :-
TQM & HR
Correct Answer
Waiting time , Transport , Processing waste
Question
Select The Blank
Question
________ brings cultural change.
Correct Answer
Small improvement
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Calculated
Question
The company collect document to :Correct Answer
Demonstrate effectiveness of system , Requirement of QMS
Question
Total points in MBNQA is :Correct Answer
1000
True/False
Question
TQM approach centered on quality.
Correct Answer
True
Match The Following
Question
Correct Answer
Your Answer
Quality is
As per manufacturer
Fitness for use
Dr. Deming's contribution isJapan

in
Japan
According to Deming everyDecision making

employee should involve in
Quality is
Fitness for use

decreases
Decision making

Question
are :Correct Answer
True/False
TQM & HR
Question
When process improvements are institutionlized, the process is

optimized level
Correct Answer
False
True/False
Question
Correct Answer
False
Question
Question
Corrective action means :Correct Answer
Action taken on detecting NC , Action taken on observed NC
Select The Blank
Question
Correct Answer
Team work
Question
Correct Answer
Appraisal cost
Question
What is CMM ?
Correct Answer
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
False
True/False
Question
Correct Answer
True
Question
Customer need
Question
Correct Answer
Work related
True/False
Question
Correct Answer
True
TQM & HR
True/False
Question
Correct Answer
True
Question
What are main business process objective
Correct Answer
Customer service , Profit & loss
Question
ISO - 140001 is built upon which of the following?
Correct Answer
Plan - Do - check - Act
Question
Question
Validation of process is required to demonstrate :Correct Answer
Planned results , To verify result
Select The Blank
Question
Correct Answer
Team work
Question
The benefite of ISO 14001 are applicable to :Correct Answer
The organisation which adopts it , Adjacent property owner & enviroment
Question
knowledge
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
If TQM done properly :Correct Answer
It brings significant organisational changes
Question
Correct Answer
True/False
Question
TQM & HR
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Fitness for use

Question The benefits of Quality circle can be experienced by :Correct Answer Employees , Organization
True/False
Question Product quality planning should address capability & qualification of
equipment.
Correct Answer True
Question In inspection primary concern is :Correct Answer Detection of Defect , Action on only detected defect
True/False
Question CPK is 1' 33 means four sigma process.
Correct Answer True
Question By Applying basic principle the process improvement will be in
organization's :Correct Answer Focus on work process , Maintain self esteem of other
Select The Blank
Question The supplier must provided ________ information to management.
Correct Answer Adequate
Question Following are the phases of intervention:Correct Answer Formulation stage , Maintenance stage , Implementation stage
Select The Blank
Question ________ is important in providing some underpinning of the sense of
Correct Answer Single status
Select The Blank
Question In ISO the focus on customer is ________
Correct Answer In Enhancing customer satisfaction
Question Tally chart shows the :Correct Answer Frequency of event
Question Gap 5 is :Correct Answer Gap between expectation & perceived service
TQM & HR
True/False
Question TQM focuses on customer by Delighting customer.
Correct Answer True
Select The Blank
Question TQM promotes________
Correct Answer Team work
True/False
Question TQM approach centered on quality.
Correct Answer True
Select The Blank
Question ISO - 9000- 1994 is ________
Correct Answer Model for quality Assurance
Question Corrective action means :Correct Answer Action taken on detecting NC , Action taken on observed NC
True/False
Question In TQM, approach to employee is to involve people.
Correct Answer True
Question By adopting TQM philosophy, it benefits to :Correct Answer Organisation & employee
Select The Blank
Question The quality approach is ________
Correct Answer Potential failure prevention
True/False
Question The role of management in QMS is to provide resources.
Correct Answer True
Question The management review to be conducted :Correct Answer At predetermined Interval , As & when required
Question In statistical quality control, primary concern is :Correct Answer Control
Select The Blank
Question The primary responsibility of human Resource is ________
Correct Answer To provide competent person
Question The role of management in QMS is :Correct Answer To provide resources
Question The Design & Development Review to be carried :Correct Answer To evaluate the ability of Design to meet Specification
Select The Blank
Question The evaluation & selection of vendor ________.
TQM & HR
Correct Answer Must have procedure for selection
Question Process capability is :Correct Answer Long term performance of process
True/False
Question The soft side of TQM include Training on job
Correct Answer True
Question Bar chart is :Correct Answer Frequency Distribution tool , Data analysis tool
Select The Blank
Question The Design & Development Review to be carried ________
Correct Answer To evaluate ability of product to meet requirements
Select The Blank
Question ________ is a strategic effort, directed at attaining business objective,
Correct Answer Quality
Question While setting Quality objective, What is to be consider :Correct Answer Customer need
Question The competence of the employee means :Correct Answer Competence of personnel performing work affective quality ,
Evaluale the effectiveness of action taken , Maintain appropriate Record
Select The Blank
Question The base of Tqm is________
Correct Answer Employee involvement
True/False
Question Gap 5 is Gap between expectation & perceived service.
Correct Answer True
Match The Following
Question
Correct Answer
Performance is model respectable
Process capability
CMM is
Capability maturity
Question While recruiting person he should
Correct Answer Competent to perform job , Trained to perform specified job
True/False
Question Process capability is only calculated when it qualify Bell shape curve.
Correct Answer True
True/False
Question The main business process objective is to serve the customer in excellent
manner.
TQM & HR
Correct Answer True
Question Documents in company are controlled by :Correct Answer Management Representative.
Question When cpk is less than one, :Correct Answer Process is not capable , Process is volatile
Match The Following
Question
Correct Answer
Dimension
Physical facility
Vary from time to time
To assess customer satisfaction level
Inadequate resource
Question In inspection primary concern is :Correct Answer Detection of Defect
Question Service characteristic is :Correct Answer It is intangible
Question In control chart, X bar means :Correct Answer Average of Reading
Question The ISO is based on :Correct Answer Plan - do - check- Act
Question CMM is nothing but :Correct Answer Use of process means , Capability maturity model
Question Malcolm Baldrige national quality award is for ( MBNQA ) :Correct Answer Total quality management
Select The Blank
Select The Blank
Question Documents in company are controlled by ________.
Correct Answer Management Representative
Question In ISO the focus is on :Correct Answer Enhancing customer satisfaction , Delighting customer
True/False
Question ISO emphasis on Detection.
Correct Answer False
True/False
TQM & HR
Question The process mapping means sequence & interaction of process.
Correct Answer True
Question Control chart is :Correct Answer Process monitoring tool , Process control tool
Question In business, vision involve :Correct Answer Mission statement
Question CMM is applicable to :Correct Answer Software industry
Question What are main business process objective
Correct Answer Customer service , Profit & loss
Question The documents of external origin :Correct Answer Should be controlled separately
Match The Following
Question Correct Answer Your Answer
ISO emphasis on
Prevention
ISO
International organization far standard
Lead assessor
Qualified personnel
ISO - 9000 -2000
Select The Blank
Question The objective of ISO-9000________
Correct Answer Customer satisfaction
Question Common elements of winners are :Correct Answer Senior management was actively involved , Control of overall
process , Focus on customer
Question Which is not part of cost of poor quality ?
Correct Answer Appraisal cost
Question Tqm focus on :Correct Answer Employee , Customer
Question The customer requirement to be reviewed :Correct Answer Before supply of product , Before commitment of supply of product
Question Evolution of quality concept. Current era is
Correct Answer Continual Improvement
Question CMM assumes that :Correct Answer Problems are of managerial nature
TQM & HR
Select The Blank
Question Process Quality planning means ________.
Correct Answer Building quality into processes
Question Current quality concept is :Correct Answer Continual improvement , Prevention of defect
Select The Blank
Question Response is________.
Correct Answer Speed
Question Strategic quality management means :Correct Answer Strategic Improvement
Select The Blank
Question Working together for excellence is ________.
Question Who is responsible for quality objective?
Correct Answer Top management
Select The Blank
Question ________ is the machine down time.
Correct Answer Waste
True/False
Question By Applying basic principle, the process improvement will be in
Correct Answer True
True/False
Question The performance process is repeatable level.
Correct Answer True
Question Benefit of model based improvement are :Correct Answer Establish common language , Models are comprehensive
Select The Blank
Question The non conforming products are ________.
Correct Answer Identified & controlled
Select The Blank
Question Arrow indicates ________.
Correct Answer Direction of flow
Question TQM & ISO both focuses on :Correct Answer Customer
Question Continual improvement is in :Correct Answer Enviromental objective , Audit Result , Corrective action
TQM & HR
Question Reliability of product means :Correct Answer Consistency of performance , Performance over period
Question ISO - 9000- 1994 is :Correct Answer Model for quality Assurance
Question Which of the following are depicted as the levels of the TQM?
Correct Answer Culture , Management style
True/False
Question Leadership from top should be totally honest & transparent in dealing .
Correct Answer True
True/False
Question Enviromental impact is any change to the environment, whether adverse
or beneficial.
Correct Answer True
True/False
Question ISO - 9000- 1994 is Model for quality Assurance.
Correct Answer True
Match The Following
TQM promotes
Kaizen is
Small
Quality circle can solve problem related to
Quality circle benefit to
Employee participation
change
Continuous improvement
Employee

Question Does TQM approach have relevance to Indian industry in context to
Correct Answer Customer satisfaction , People involvement
Select The Blank
Question ________organisations are not eligible for MBNQA.
Correct Answer Software
Select The Blank
Question Quality means________.
Correct Answer Fitness for use
True/False
Question The ISO is based on Plan - do - check- Act.
Correct Answer True
True/False
Question Training helps organization Reduces employee' turnover.
Correct Answer True
Question If TQM done properly :Correct Answer It brings significant organisational changes
True/False
Question Prevention of pollution is prevention of cause of pollution.
TQM & HR
Correct Answer True
Question The benefite of ISO 14001 are applicable to :Correct Answer The organisation which adopts it , Adjacent property owner &
enviroment
Question What is part of cost of poor quality?
Correct Answer External failure cost
Select The Blank
Question In parato Analysis, we have to focus on problem which contribute :Correct Answer 80 % Of total problem , 80 % Of causes.
Question Cost of poor quality comprises :Correct Answer Cost of internal failure , Cost of external failure
Question While setting Goal ,following things to be consider.
Correct Answer Marketability of product , Organization need
True/False
Question Objective of finding cost of quality is to analyze it, reduce it.
Correct Answer True
Question Lead assessor is :Correct Answer Qualified personnel , Leading team of auditor
Select The Blank
Question While calculating CPK standard deviation is________.
Correct Answer Estimated
Select The Blank
TQM & HR
True/False
Question Value is for which customer is paying.
Correct Answer True
Select The Blank
Question While setting Quality objective, ________ to be considered.
Correct Answer Customer need
True/False
Correct Answer True
Question The process mapping means :Correct Answer The sequence of operation & interaction of process
True/False
Question Recruitment & Selection are critical HR issue.
Correct Answer True
Select The Blank
Question ________ helps organization reduce employee turnover and absenteeism.
Correct Answer Training & development
Question Internal audits to be conducted to check the :Correct Answer Conformance to ISO - 14001 , Conformance of system for
effectiveness , Stuatutory Requirement
Question Mission conveys the massage about what & who is :Correct Answer Company
Select The Blank
Select The Blank
Select The Blank
Question The planning & implementing Enviromental policy is responsibility
of________
Correct Answer Management representative.
Select The Blank
Question While calculating PPK standard deviation is________.
Correct Answer Calculated
Select The Blank
TQM & HR
True/False
Correct Answer True
True/False
Question Lead assessor is Qualified personnel.
Correct Answer True
True/False
Question ISO is Quality management system.
Correct Answer True
True/False
Question Quality is fitness for Purpose
Correct Answer True
True/False
Correct Answer True
Question TQM culture is :Correct Answer Continuous improvement
Question Dr. Deming worked in which country ?
Correct Answer Japan
Question Analysis is :Correct Answer Process monitoring tool
True/False
Question Enviroment indudes natural resources.
Correct Answer True
Question The role of management is :Correct Answer To provide Resources , To define EMS , To monitor the effectiveness
of the system
TQM & HR
Question The operational control in EMS is :Correct Answer The process of controlling environment
Select The Blank
Question Planning of internal hazardous material & its disposal________.
Correct Answer Contains Planing aspect
Question The company collect document to :Correct Answer Demonstrate effectiveness of system , Requirement of QMS
Select The Blank
Question Payment Against warranty is________.
Select The Blank
Question Model used in software industry to check the quality is called________
Correct Answer Capability maturity model
True/False
Question Bar chart shows how data is spread across the range.
Correct Answer True
Question Dr. Deming's contribution is in the field of :Correct Answer Quality
True/False
Question The European award uses the criteria of efficiency & effectiveness.
Correct Answer True
Select The Blank
Question Any process is to be ________.
Correct Answer Controllable
Select The Blank
TQM & HR
Question All employee in organization must :Correct Answer Understand & recognize commitment
Select The Blank
Question The enviromental management system followed by organisation is
________.
Correct Answer IS0-14001
Select The Blank
Question Process evaluation is to identify :Correct Answer Potential failure prevention , Correctness of product
True/False
Question Each Environmental objective must be traceable back to the
Correct Answer True
Match The Following
Question
Correct Answer
Circle symbol
Pareto analysis is Data analysis told
X bar means
Average of reading
LCT means
Lower control limit
Question In ISO the focus is on :Correct Answer Enhancing customer satisfaction
Question Leadership style from top to bottom is :Correct Answer Totally honest & transparent , Providing consistent vision / direction
True/False
Question Continious improvement is improvement of inviromental system.
Correct Answer True
Select The Blank
Question Knowing capability of any process is required to ________.
Correct Answer Predict the behavior of process
Select The Blank
Question ________ is responsible for quality objective.
Question The management review is carried :Correct Answer To ensure effectiveness Of QMS
True/False
TQM & HR
Question ISO calls for Product approach.
Select The Blank
Question The base of TQM is________
Question How TQM helps in reducing cost?
Correct Answer By reducing external failure cost , By reducing internal failure
Correct Answer Management style , Culture
Question Which type of organization is not eligible for MBNQA?
Correct Answer Manufacturing
True/False
Correct Answer True
True/False
Correct Answer True
Question CPK indicate :Correct Answer Process capability of two side process with centre
Question The need for TQM is due to :Correct Answer Cut throat competition
True/False
Question In TQM - M stands for Money.
True/False
Question Cause & effect diagram shows relation between causes & its effect.
Correct Answer True
Question Common features of CMM is how to produce software product which are :Correct Answer Consistence , Repeatable , Predictable
Question Factor in GAP 1 is :Correct Answer In sufficient market research , Luck of interaction between
management & customer , Luck of communication
Select The Blank
Question ________ is one of the major business processes.
TQM & HR
Correct Answer Customer servive & supply chain
Question The records shall be maintained to provide :Correct Answer Evidence of conformity to requirement , Demonstrate effectiveness
of system
Question ISO 9000 & TQM are :Correct Answer Supportive to each other
Question In quality Assurance primary concern is:Correct Answer Co-ordination
Question Failure Mode & Effect analysis is used as :Correct Answer Prevention tool , Analysis tool
Select The Blank
Question Creativity means :Correct Answer Unlimited thinking
1.
Explain the various levels of SEI-CMM in detail.
Continuous process improvement is based on many small, evolutionary steps rather
than revolutionary innovations. The staged structure of the CMM is based on principles
of product quality espoused by Walter Shewart, W. Edwards Deming, Joseph Juran, and
Philip Crosby. The CMM provides a framework for organizing these evolutionary steps
into five maturity levels that lay successive foundations for continuous process
improvement. These five maturity levels define an ordinal scale for measuring the
maturity of an organization's software process and for evaluating its software process
capability. The levels also help an organization prioritize its improvement efforts.
A maturity level is a well-defined evolutionary plateau toward achieving a mature
software process. Each maturity level comprises a set of process goals that, when
satisfied, stabilize an important component of the software process. Achieving each
level of the maturity framework establishes a different component in the software
process, resulting in an increase in the process capability of the organization.
Five Maturity Levels
TQM & HR
Optimizing
(5)
Managed
(4)
Defined
(3)
Repeatable
(2)
Initial
(1)
Organizing the CMM into the five levels shown in Fig. prioritizes improvement actions
for increasing software process maturity. The labeled arrows in Fig. indicate the type of
process capability being institutionalized by the organization at each step of the
maturity framework.
Level 1: Initial
This process is characterized as ad hoc, and occasionally even chaotic. Few processes
are defined, and success depends on the individuals efforts and heroics.
Understanding the initial maturity level
Performance driven by the competence and heroics of the people doing the work.
Consistency and compliance to standards driven by management priorities
usually schedule is top priority
High quality and exceptional performance possible so long as the best people can
be hired.
Unpredictability- For good or ill- Characterizes the initial level organisation.
Level 2: Repeatable
Basic project management processes are established to track cost, schedule and
functionality. The necessary process discipline is in place to repeat earlier successes
on projects with similar applications. The KPAs that are adhered to at this level are:
Requirement management (RM) Plan, manage, analyze requirements
Software project planning (PP) Project and increment planning
SW project tracking, oversight (PT) Track production versus plans, targets
SW subcontract management (SM) Select, manage qualified contractors
SW quality assurance (QA) Product verification, certification
SW configuration management (CM) Engineering change
Understanding the repeatable maturity level:
Management must Walk the talk to initiate an improvement effort.
Only with management discipline will good software engineering practices be
retained in the crunch.
Management processes establish role models for process improvement.
TQM & HR
Management And process Discipline empowers the engineering processes and
the technical staff.
Key process area
Software configuration management.

Software quality assurance
Software subcontract management.
Software project tracking and oversight.
Software project planning
Requirement management
A reasonable software process is:
Practiced
Documented
Enforced
Trained
Measured
Able to improve.
Level 3: Defined
Management and engineering activities are documented, standardized and integrated
into a family of standard software process for the organization. Projects use a tailored
version of the organizations standard software process for developing and
maintaining software. The additional KPAs that are in compliance at this level over
Level 2 are:
Organization process focus (PF) Organization responsibilities identified

Organization process definition (PD) Develop, maintain software assets
Training program (TP) Develop team skills, knowledge
Integrated SW management (IM) Integrate SW and management activities
Software product engineering (PE) Well defined engineering process
Intergroup coordination (IC) Intergroup activities
Peer Reviews (PR) Identifying defects early, objectively
Understanding defined maturity level:

To control a process, it must be well understood.
Identify the inputs, how they will affect the process and their readiness criteria.
Identify the outputs and the completion criteria for the outputs.
Establish a shared understanding of how the process works and the role of each
participant.
Key Process area:
Peer reviews
Inter group coordination.
Software product engineering.
Integrated software management.
Training program.
Organisation process definition
Organisation process focus
TQM & HR
A well defined process can be characterised by:
Readiness criteria
Inputs
Standards and procedures of performing the work.
Verification mechanisms
Outputs
Complexion criteria
Level 4: Managed
Detailed measures of the software process and product quality are collected. Software
processes and products are quantitatively understood and controlled. The KPAs
addressed at this level additionally are:
Quantitative process management (QP) Control process performance

Software quality management (QM) Develop, maintain SW process assets
Understanding the managed maturity levels:

Fix the problem in the process
Control chart with special causes

The key process area:
Software quality management

Quantitative process management
Level 5: Optimizing
Continuous process improvement is facilitated by quantitative feedback from the
process and from piloting innovative ideas and technologies. The KPAs adhered to at
this level are:
Defect prevention (DP) Identify, track sources of defects
Technology change management (TM) Identify beneficial new technologies
Process change management (PC) Continually improving performance
Understanding the Optimizing maturity level
TQM & HR
Control chart with common cause
Original zone of quality

control
Chronic Waste
New zone of quality

control
Quality Improvement
Key process areas:

Process change management
Technology change management
Defect prevention
Conclusion:
The CMM represents a "common sense engineering" approach to software process
improvement. The maturity levels, key process areas, common features, and key
practices have been extensively discussed and reviewed within the software
community. While the CMM is not perfect, it does represent a broad consensus of the
software community and is a useful tool for guiding software process improvement
efforts.
The CMM provides a conceptual structure for improving the management and
development of software products in a disciplined and consistent way. It does not
guarantee that software products will be successfully built or that all problems in
software engineering will be adequately resolved. However, current reports from CMMbased improvement programs indicate that it can improve the likelihood with which a
software organization can achieve its cost, quality, and productivity goals. The CMM
identifies practices for a mature software process and provides examples of the stateof-the-practice (and in some cases, the state-of-the-art), but it is not meant to be
either exhaustive or dictatorial. The CMM identifies the characteristics of an effective
software process, but the mature organization addresses all issues essential to a
successful project, including people and technology, as well as process.
2. Explain the service quality model and various service quality dimensions.
Every customer before hiring a particular service or a product has certain expectation
levels. These expectation levels are developed mainly due to word of mouth
communication from friends and relative, personal needs of the customer and past
experience of the customer with the same company. Based on the experience
customer forms his perception about service quality which is called Perceived
Service. If there is a gap between his expectation before hiring the service and
perceived service it is called GAP5.
Gap Analysis Model: The starting premise for the model is that perceived service
quality (or satisfaction with service) is a function of the difference between expected
service levels and delivered (or perceived) service. If this premise holds, as the
authors found it does in field research for several financial and other service
companies, then the key to customer satisfaction is managing both customer
expectations and actual delivered service. The following diagram, which summarizes
how perceived service can diverge from expected service, constitutes the essence of
the Gap Analysis Model.
Word of mouth
communications
Personal needs
Past Experience
TQM & HR
Expected service
Perceived Service
Gap1: Between customer expectation and management perception of

customer expectations
This is the first and possibly most critical step in delivering quality service.
Organizations who suspect they may be suffering from this gap should ask one simple
question: do we know what our customers expect from us with respect to service?
Based on interviews, the authors found that executives perceptions of superior quality
service are largely congruent with customers expectations. However, some significant
discrepancies did often arise. First, although executives may have a broad
understanding of customers perceptions of superior quality service, they may not
know about certain service features that are critical to meeting customers desires.
Second, some executives may not know the levels of performance customers expect.
Customer
Expectations
Management perception of
customer expectation
Gap 1 may stem from any combination of the following factors:
Key factors:
Insufficient market research
Inadequate use of market research
Lack of interaction between management and customers
Insufficient communication between contact employee and managers
Too many layers between contact personnel and top management.
Gap2: Between management perception of customer expectation and service
quality specification
Gap 2 arises when there is a discrepancy between what managers perceive that
customers expect and the actual standards that they (the managers) set for service
delivery. This gap may occur when management is aware of customers expectations
but may not be willing or able to put systems in place that meet or exceed those
expectations. For example, putting systems in place may require changes in
fundamental organizational work processes, acquiring expensive new technology, or
refocusing organizational attitudes to understand service from the customers point of
view.
Management perception of
customer expectation
TQM & HR
Service Quality
Specifications
Key factors:
Inadequate management commitment to service quality
Absence of formal process for setting service quality goals
Inadequate standardization of task
Perception of feasibility that customer expectation cannot be met.

Gap 3: Between service quality specification and service delivery
Organizational policies and standards for service levels may be in place, but is front
line staff following them? A very common gap in the service industry, Gap 3 is the
difference between organizational service specifications and actual levels of service
delivery. Organizations specializing in providing highly interactive, labour-intensive
services in a number of locations are especially vulnerable to this gap because:
Customer interactions are more frequent;
Opportunities for variation in service in these high-volume organizations are
greater Quality control (employee assessment) becomes complicated in
organizations with multiple layers.
Gap 3 occurs when employees are unable or unwilling to perform to the level of
service desired by management. Seven key factors contribute to this
unwillingness/inability:
Key factors:
Role ambiguity
Role conflict
Employee job fit
Fit between technology and job
Supervisory control systems
Perceived control
Team work
Service Delivery
Service quality
Specification
Gap 4: Between service delivery and external communication to customer
Your advertisements brag about your organizations exceptional service, and raise
your customers expectations. But are you able to deliver on the promise? Customers
perceive that organizations are delivering low-quality service when a gap appears
between promised levels of service and the service that is actually delivered. This gap
is created when advertising, personal selling or public relations over-promise or
misrepresent service levels. This gap can also occur when companies do not inform
their customers of special behind-the scenes efforts that are designed to serve to
improve service levels, but are not visible to customers. Making customers aware of
these standards or efforts can heighten their service perceptions. If either or both of
the following indicators are present, Gap 4 probably exists. Inadequate horizontal
TQM & HR
communication within and across departments (operations, marketing, and human
resources) and branches can be responsible for Gap 4. This problem can be alleviated
when customer-contact staff have input in the planning and execution of advertising,
and/or are made aware of external communications aimed at customers before it hits
the streets. Also, when customer service and sales functions are separate and
distinct, the sales force must communicate with customer-contact staff to discuss the
level of service that can be promised to customers.
Another major cause of Gap 4 is a propensity to over promise in external
communications. As a result, the companys promises do not accurately reflect what
customers receive in the service encounter. Commonly, a higher degree of
discrepancy occurs when there is increasing pressure inside the company to generate
new business or when competing organizations over promise to gain new customers.
Key factors:
Inadequate communication between sales people and operations.
Inadequate communication between advertising and operations
Differences in policies and procedures across departments
Puffery in advertising.
Puffery in personal selling.
Service Quality Model:
Word of mouth
Personal Needs
Past Experience
Expected service
Customer
Gap 5
Perceived Service
Service Delivery
Gap 1
Gap
4
Gap
3
External
Communication to
customer
Service Quality Specs

Service
Provider
Gap
2
Management perception
of customer
Expectations
Dimension of service quality model

Service has now been shown to be an important part of customer's experience on the
web (as it always has been in the offline world). In fact, various research firms are
advising all companies to focus on making the most of their customer relationships
and managing online and offline sales channels. This means, in short, making sure
that customer is not only highly satisfied, but will stay with you for the long term.
Factor analysis of consumer responses resulted in a conclusion that there are 5 key
dimensions of service quality.
Reliability - the ability to deliver promised services in a dependable, accurate
manner.
TQM & HR
Responsiveness - the willingness to help customers and provide prompt service.
Empathy - the degree to which customers are treated as individuals.
Assurance - the ability to inspire trust and confidence.
Tangibles - physical elements of the service such as facilities and equipment.
Dimension
Refers to
Specific criteria that
customers use
RELIABILITY
Your ability to perform the
Timeliness
Delivering on promisespromised service dependably Consistency/Regularity
and accurately
Accuracy
ASSURANCE
Inspiring trust and
confidence
The knowledge and courtesy ofStaff competence

staff; their ability to inspire trust
Respect for customers
and confidence
Credibility
Probity and confidentiality
Safety and security
TANGIBLES
The physical representations or
Physical facilities
Representing the service
images of your service
Equipment
physically
Technology
Employees
Communication materials
EMPATHY
The caring individualised
Access (to staff, services, information)
Treating customers as attention you provide your
Communication (clear, appropriate, timely)
individuals
customers
Understanding the customer
Services appropriate for customers' needs
Individualised attention
RESPONSIVENESS Your willingness to help
Willingness to help
Being willing to help customers and to provide prompt
Prompt attention to requests, questions
service
Problem resolution
Complaint handling
Flexibility
3. What are the various clauses of ISO 9001:2000? Explain Product
Realisation clause in detail.
ISO 9001:2000 specifies requirements for a quality management system where an
organization
1. Needs to demonstrate its ability to consistently provide product that meets
customer and applicable regulatory requirements, and
2. Aims to enhance customer satisfaction through the effective application of the
system, including processes for continual improvement of the system and the
assurance of conformity to customer and applicable regulatory requirements.
All requirements of this International Standard are generic and are intended to be
applicable to all organizations, regardless of type, size and product provided.
Where any requirement(s) of this International Standard cannot be applied due to the
nature of an organization and its product, this can be considered for exclusion.
Where exclusions are made, claims of conformity to this International Standard are not
acceptable unless these exclusions are limited to requirements within clause 7, and
such exclusions do not affect the organization's ability, or responsibility, to provide
product that meets customer and applicable regulatory requirements.
ISO 9001:2000 - List of requirement clauses
1. Scope
2. Normative References
3. Terms and Definitions
4. Quality management system
4.1 General requirements
4.2 Documentation requirements
4.2.1 General
4.2.2 Quality manual
TQM & HR
4.2.3 Control of documents
4.2.4 Control of records
5. Management responsibilities
5.1 Management commitment
5.2 Customer focus
5.3 Quality policy
5.4 Planning (title only)
5.4.1 Quality objectives
5.4.2 Quality management system planning
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
5.5.2 Management representative
5.5.3 Internal communication
5.6 Management review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
6. Resource management
6.1 Provision of resources
6.2 Human resources
6.2.1 General
6.2.2 Competence, awareness and training
6.3 Infrastructure
6.4 Work environment
7. Product realizations
7.1 Planning of product realization
7.2 Customer-related processes
7.2.1 Determination of requirements related to the product
7.2.2 Review of requirements related to the product
7.2.3 Customer communication
7.3 Design and development
7.3.1 Design and development planning
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Purchasing information
7.4.3 Verification of purchased product
7.5 Production and service provision
7.5.1 Control of production and service provision
7.5.2 Validation of processes for production and service provision
7.5.3 Identification and traceability
7.5.4 Customer property
7.5.5 Preservation of product
7.6 Control of monitoring and measuring devices
8. Measurement, analysis and improvement
8.1 General
8.2 Monitoring and measurement
8.2.1 Customer satisfaction
8.2.2 Internal audit
8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of product
TQM & HR
8.3
8.4
8.5
Control of nonconforming product

Analysis of data
Improvement
8.5.1 Continual improvement
8.5.2 Corrective action
8.5.3 Preventive action
Product Realisation:
Clause 7.1 Planning of Realisation processes
Product realisation is that sequence of processes and sub-processes required
achieving the product, and the clause specifies the requirements to be met to achieve
this.
Clause 7.2 Customer-related processes
This is divided into 3 sub-clauses:
7.2.1 Determination of requirements related to the product
7.2.2 Review of requirements related to the product
7.2.3 Customer communication
This sub-clause is essentially a new requirement, the organisation being required to
implement effective liaison with customers, with the aim of meeting customer
requirements.
Clause 7.3 Design and/or development
7.3.1 Design and development planning
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
Clause 7.4 Purchasing
7.4.1 Purchasing process
7.4.2 Purchasing information
7.4.3 Verification of purchased product
Clause 7.5 Production and service operations
7.5.1 Control of production and services
7.5.2 Validation of process for production and service provision
7.5.3 Identification and traceability
7.5.4 Customer property
7.5.5 Preservation of product
Clause 7.6 Control of monitoring and measuring devices
New requirements for software developed for tests have been added:
Software used for monitoring and measuring of specified requirements
shall be validated prior to use.
Clause
7
7.1
7.2
Control
Meaning
Product
Realisation
Planning of Determine the quality objectives and requirements for your
Product
products,
Realization Ensure that you adequately plan all of the processes and subprocesses needed to provide your products/services,
Plan the required inspection/testing activities,
Identify what records must be kept, to prove that the product has
been properly produced
Customer Related
Process
TQM & HR
7.2.1
7.2.2
7.3
7.3.1
7.3.2
7.3.3
7.3.4
7.3.5
7.3.6
7.3.7
7.4
7.4.1
Determination You
of must find out what your Customer requires from you, with
Requirementsregard to the actual product or service that you supply and also any
Related to theobligations that arise from it (such as legal requirements, warranties,
Product and support, etc)
Review of You must ensure that customer requirements are defined. If they are
Requirementsnot defined in writing, you must identify how you confirm what it is
Related to thethat you thought the Customer wanted. You must ensure you have
Product the resources to supply what has been ordered before you accept
the order.
You must define how changes in requirements are recorded how the
information is circulated around the relevant sections of your
organisation.
Design and You must plan and control all aspects of your design/development
Developmentwork.
Planning You must ensure that you identify the various design / development
processes and the related review stages. Also identify all relevant
responsibilities
Inputs
you must identify what the design inputs are (i.e. what information
do you need in order to design or develop your product or service?)
Your inputs should include any relevant functional requirements,
standards, legal requirements (e.g. mandatory safety requirements,
packaging
disposal/recycling
requirements,
CE
marking
requirements, etc). Where it is relevant, you should
Output
You must specify the design outputs (e.g. plans, drawings,
schematics, etc) in such a way that they can be checked to ensure
that they meet the design requirements. They must be suitable for
use by the organisation that receives them. For example, your
manufacturing department may require a Bill Of Materials, a "gold"
sample, and a full set of engineering drawings, etc. Your design
plans should state what is required, after you have discussed and
agreed this with the recipient (whether an external Customer or an
internal department).
Review
You must review the progress of the design activities at appropriate
stages. These can include theoretical calculation checks, Beta
testing, etc. You must identify and record any problems and propose
follow-up actions. Your plans should identify what these stages are
and when they occur. You must keep records of these reviews.
Verification You must verify your designs to ensure that the design meets the
design input requirements. Your plans should state how and when
you plan to do this.
Validation You must ensure that the product or service works correctly in
practice. In some cases, validation may include reviews of Customer
feedback after release of the product. This may lead to subsequent
design changes, or changes in future products. Your plans should
state how you plan to do this.
Changes You must ensure that any changes are reviewed and recorded. You
must consider the effect that the changes may have on any sections
of the design work already completed or under way.
Purchasing
Purchasing Documented procedures must be established and maintained in the
process company in order to ensure that purchased product or service
conforms to specified requirement. The type and extent of control
applied to the supplier and the purchased product will be dependant
upon the effect of the purchased product on subsequent product
realisation or the final product.
Evaluation and selection of vendors/suppliers.
This must include procedures for evaluating, selecting, and deleting
vendors/suppliers based on their ability to meet the requirement and
TQM & HR
7.4.2
7.4.3
7.5
7.5.1
7.5.2
7.5.3
for defining the type and degree of control exercised over them.
Purchasing Purchase orders (or letters of contract, etc) must clearly state what
information it is that you want (clever stuff, huh?). These must be reviewed for
adequacy before they are sent to the Vendor
Verification ofThis section is concerned with how you verify that the Vendor has
purchased product
supplied the correct items to you (in the 1994 version of the
standard, this was usually conducted at "Receiving Inspection", or
sometimes after the item was installed in another assembly ("Inprocess Inspection").
The second part of this section of the standard is relevant when you
intend to inspect checks at your Vendor's premises before the goods
are released (whether to you or directly to your Customer). In this
case, you must specify when they will be checked ("within 10 days
of notification by the Vendor", "following installation of sub-assembly
31", etc) and how they will be released ("not to be released until in
receipt of our written release instruction", etc). This must be
specified in the purchasing documents (this can be included on the
purchase order that you send to the Vendor, or included in a "Terms
& Conditions" document or "Contract of Supply", etc).
Production and
.
service provision
Control of This section is concerned with the process of producing your goods
production and
or services. You should consider how you control these processes,
service provision
including:
Information which specifies the characteristics of the product (so
that inspections and functional tests can be properly conducted)
Provision of work instructions (or SOPs, Method Statements, etc).
This can be by written instructions, drawings, photographs,
samples, etc.
Provision of suitable equipment and appropriate maintenance of
the equipment
Availability and use of suitable monitoring and measuring devices
Provision of procedures for release, delivery and (if applicable)
post-delivery activities (e.g. installation, commissioning, servicing,
etc)
Validation ofThis section is concerned with processes which produce items that
process of cannot be tested directly (e.g. specialist welding operations, where
production and
the only method is to ensure that properly trained and qualified
service provision
welders use highly-specified materials and equipment. The resulting
welds cannot be internally inspected, so all of the correct conditions
must be ensured). Other methods (e.g. for testing of crimped
electrical connectors) might include destructive testing of first and
last-off items or a sample destructive testing, etc.
In this case, you must define how you:
Review, approve and revalidate your production/service

processes,
Approve and revalidate equipment and personnel involved in

these activities,
You must also define:
Which methods or procedures must be followed when producing
or servicing the product/service,
What qualifications/experience are required for people involved in
the processes
What records must be kept,

Identification and
Where appropriate and to the extent necessary, you must ensure
traceability that materials and goods are identified, so as to prevent accidental
mix-ups. Labeling is a typical method. Other methods include signs
TQM & HR
7.5.4
7.5.5
7.6
on the wall with a picture of the items. Metal rods can have colored
paint put the end. However, if the differences are immediately
obvious, there may be no need to label goods. Do not overdo it!
Similarly, in some industries it may be necessary to be able to trace
exactly which materials from which supplier were used in which
goods. This may also extend to knowing which operators were
involved. The aerospace industry is a good example of this sort of
level of traceability.
In the software industry, configuration management fulfils this
requirement.
Customer property
If you receive goods from your Customer which you then build into
the items that you supply back to the Customer, then this clause of
the standard applies to you. Also, if your activities involve items
belonging to the Customer (e.g. if you service household electronic
items, etc), you must take care of them, etc.
In that case, you must record the goods upon receipt, and check that
they are suitable for use. If any problems are discovered, or it is
damaged or lost whilst under your control, you must report this back
to the Customer.
Customer data can be included under this heading (e.g. you provide
an analytical service and you analyse the data, or you are an
architect and you receive plans, property deeds, etc from the
Customer. Also, if you receive confidential information from your
Customer, etc).
Preservation of
You must have procedures in place which ensure that all materials,
product subassemblies and finished goods, etc are stored and handled so as
to prevent them from damage or deterioration.
However, this is not just limited to your stores or warehouse. It
includes all areas where materials are handled, processed or moved.
(The clause might have been more illuminating if had been entitled
"Materials Handling"!)
Also included in this section are the steps that you take to ensure
that goods are not damaged following your final inspection. If it is
your responsibility to deliver goods to your Client (that is, they do
not arrange for the collection of the goods), then you must also
choose you method of carriage appropriately. (If you use a
carrier/courier, then they should be included in your supplier
selection methods.
Control and You must identify what measurements need to be made, and what
monitoring ofequipment must be used. Where measuring equipment is used to
devices inspect or set up the goods that you manufacture, you must ensure
that they are accurate enough for the purpose. You should have then
regularly checked (calibrated). You must be able to prove that the
equipment is calibrated, so keep records of it!
If you find that the equipment is faulty, you must consider the effect
of that fault on the measurements taken using the equipment since
the last time you knew it was OK. This may mean that you have to
recall goods (e.g. if a braking system on a motor vehicle could have
been adversely affected), or it may mean that no action is required
(e.g. if the inaccuracy is not enough to cause any adverse
consequences). Either way, you must formally consider the matter
and record the consideration and the decision.
4. Discuss the importance of leadership and culture for effective TQM

implementation in the organisations.
Culture:
The key success factor in reaching business vision is to have in place a totally
supportive Culture. Way of working and behaving is based on:
TQM & HR
Core values: Generally following core values are considered as important by most
organisations.
Excellence: We will be best especially in satisfying all our customers needs and we
will empower our employees to continuously improve the process that serve them
Innovation and Creativity: We are unconventional and unlimited in our thinking. We
apply creative mans to issues in order to discover possibilities for new solutions.
We are prepared with the entrepreneurial spirit to take calculated risks and do
things differently if it helps us to meet the needs of our customers.
Integrity: We are true to our word. All our actions are consistent with our word and
we are always honest about our capabilities and intensions. We are reliable
trustworthy and operate with integrity. We communicate openly, honestly and with
responsibility. We respect each other and speak openly and honestly without fear of
reprisal and regardless of our position. We listen carefully to what others have to
say.
Team work: We recognize that only by working in teams we will produce excellent
results. Taking full advantage of the unique contribution can ensure success
through teamwork
Leadership:
Uncompromising about their value systems.
Care deeply about people
Demand that each person be innovative contributor.
Tough on values, tender in support of the people
Speak constantly of vision.
Obsessive attention to detail.
Leadership is a key element in successful implementation of large scale change:
The leader shows the need and sets the vision, defining the basic purpose, goals, and
parameters or requirements of TQM. The leader needs to take a long term perspective,
and must be able to motivate others to stick with the process during early stages
when resistance and obstacles may seem insurmountable. The preferred leadership
style would be a participative one, so that staff may be involved in the design of the
specific system elements. This may seem in contradiction to the earlier stated
preference for an "intervention" approach as opposed to traditional participative
decision making. In the former, the leader is, in fact directive regarding the big picture
and overall goals, i.e., establishing PDM. Once that strategic direction has been
determined, a participative style may be used on implementation details. Prior to this
decision, of course, the manger should study TQM, talk to others who have used it,
and perhaps attend a preliminary training session. This is important in order for the
manager to accurately assess the fit between TQM and her/his style. This will be
necessary in establishing an organizational culture which is compatible with TQM,
nurturing and reinforcing continuous quality improvement.
In designing a comprehensive change process, the leader must acknowledge the
existing organizational culture (norms and values, managers' leadership philosophies
and styles at all levels) to ensure a good fit. TQM also needs to be congruent with or
aligned with other organizational processes, including reward systems, financial &
information systems, and training systems.
Implementing TQM essentially involves organizational transformation: beginning to
operate in new ways, developing a new culture. This also includes redesigning other
systems, as has been described above. Such change, while difficult, is possible in the
public sector, in spite of Swiss's (1992) reservations (Packard and Reid, 1990).
5. How should TQM be aligned with the business strategy? Discuss.
TQM & HR
Business Strategy:
It refers to the managerial game plan for single business. Business strategy concerns
the actions and the approaches crafted by management to produce successful
performance in one specific line of business. Business strategy is powerful if it
produces sizable and sustainable competitive advantage. It is weak if it results in
competitive disadvantage. Functional strategy concerns the game plan for running a
major functional activity or process within business. Effective strategy making begins
with a vision of where the organisational needs to head.
Business Vision:
Business vision involves coming up with mission statement that defines what business
the company is presently in and conveys the essence of Who we are?, What we do?,
and where we are now?
We shall be recognised as the best by every single customer as being the best in
sustained total customer satisfaction, in pursuit of our business.
Business Objective:
Customer satisfaction : To exceed customers satisfaction, to delight our
customers.
Employee Satisfaction : To Enhance motivation and personal growth of all
employees
Market Share
: To beat competition and increase the market share.
Profit and Return on assets : To increase profits and provide shareholders with a
satisfactory
return on their investments
TQM:
TQM is a philosophy of managing a set of business practices that emphasizes
continuous improvement in all phases of operations, 100 percent accuracy in
performing activities, involvement and empowerment of employees at all levels, team
based work design, benchmarking and fully satisfying customer expectations. Quality
improvement processes have now become a globally pervasive part of the fabric of
implementing strategies keyed to defect free manufacture, superior product quality,
superior customer service and total customer satisfaction. TQM entails creating a total
quality culture bent on continuously improving the performance of every task and
value chain activity.
Aligning business processes with business objectives
In any TQM philosophy aligning business processes to fulfill business objectives is the
major exercise. Functions/Activities are performed to achieve business objectives.
Departmental objectives are derived from business objectives. Activities are
performed in the department to achieve departmental objectives. For each activity
there is immediate internal or external customer and supplier.
It is necessary for every process owner to think about My Customer and What I
provide to them and about My Suppliers and What they provide to me. It is
necessary to identify major business processes in the organisation and measurement
of process performance. Following are some commonly identified as major business
processes in the industry:
Major business processes identified:

Customer Service and Supply chain
Forecasting customer orders
TQM & HR
Scheduling parts on our suppliers

Planning our factory production
Making product in our factory and delivering to distribution centers
Customer ordering, delivering and invoicing
New product
Interviewing end users and understanding their needs
New product planning
New product design and manufacturing
New product marketing plans
Sales marketing
Market research
Stimulation of end users interest
Excellent marketing execution with our customers
Developing customer partnerships
Acquiring new customers
People
Hiring, appraising, training and development
Communicating
Reward and recognition
Developing organisation to meet customers needs
Conclusion
TQM plays a vital role in successfully implementing business strategy. When TQM is
not a part of a wider effort to improve strategy execution and business performance
they deteriorate into strategy-blind efforts to manage better.
6. What are the various building blocks of TQM?
The building blocks of TQM: processes, people, management systems and
performance
Measurement:
Everything we do is a Process, which is the transformation of a set of inputs, which can
include action, methods and operations, into the desired outputs, which satisfy the
customers needs and expectations. In each area or function within an organisation
there will be many processes taking place, and each can be analysed by an
examination of the inputs and outputs to determine the action necessary to improve
quality. In every organisation there are some very large processes, which are groups of
smaller processes, called key or core business processes. These must be carried out
well if an organisation is to achieve its mission and objectives. The section on
Processes discusses processes and how to improve them, and Implementation covers
how to prioritise and select the right process for improvement.
Total Quality Management:
Total:
Encompasses
all
functions,
all
activities,
all
employees,
all
subcontractors/Vendors/ Suppliers, complete all the time.
Quality: Measure of customer satisfaction and delight with the product and service.
Management: Leadership, Organisational structure, Working systems, Procedures
and Processes to make it happen and people.
Building Blocks of TQM:
Continuous
Improvement
Learning
Strategic
Innovation Quality Planning
People
TQM & HR
Quality in Daily Work
Continuous Improvement
Strategic Quality planning:

The purpose of Strategic Quality Planning is to develop and achieve the organization's
vision in a manner that is consistent with its mission and values. SQP involves every
member of the organization in developing a common understanding of:
The organization's customers and their needs and expectations
How customer's expectations is measured
How customer's needs are met through purposeful activity or systems
the values, mission, and vision or desired future state of the

organization
The goals of the organization
How to link plans to systems for organization-wide design,

improvement, alignment, and implementation activities
How to execute annual plans
How to review the process and results of annual plans and how to act
upon the knowledge gained
People:
People are a fundamental building block of any TQM organisation. The only point at
which true responsibility for quality can lie is with the people actually doing the job or
carrying out the process. The complexity of most processes in an organisation places
them beyond the control of any one individual, so the only efficient way to tackle
process improvement or re-design is through teamwork.
When properly managed and developed, teamwork improves processes and produces
results quickly and economically through the free exchange of ideas, information,
knowledge and data. It is an essential component of a total quality organisation,
building trust, improving communication and developing a culture of interdependence,
rather than one of independence.
The only point at which true responsibility for performance and quality can lie is with
the People who actually do the job or carry out the process, each of which has one or
several suppliers and customers. An efficient and effective way to tackle process or
quality improvement is through teamwork. However, people will not engage in
improvement activities without commitment and recognition from the organisations
leaders, a climate for improvement and a strategy that is implemented thoughtfully
and effectively. The section on People expands on these issues, covering roles within
teams, team selection and development and models for successful teamwork.
Quality in Daily work:
Because of the time we have invested in awareness and skill training, many of the
quality tools and concepts have become integrated into the way we do business,
either transforming or reinforcing staff behaviors and attitudes.
Below are a few examples of quality tools and principles that we now see incorporated
into daily activities: Self-Directed Work Teams: The development of Self-Directed Work Teams is
growing expression of teamwork, flattening the organization, and empowerment
principles. Team members will tell us that is a lot of work, but that the end result
produces efficiency and better service for the customer.
Customers as Partners: In a quality environment you begin to see your
customers as partners. We have instituted several formal partnership programs
with Schools and Colleges to plan for the effective use of information technology
resources and deliver those services. As well, we strive for a sense of partnering
with customers in developing and delivering our products and services.
TQM & HR
General Meeting Effectiveness: One of the most significant changes we have
noticed from the application of quality principles and tools is in the increased
effectiveness of our meetings.
Continuous Improvement:
The Continuous Improvement component allows organizations to examine their
current business environment relative to their diversity strategy and make changes
based on current challenges in their workforce, workplace and marketplace. It extends
current diversity learning through continued reinforcement.
Complacency is to be avoided, as it is a major hurdle in improvements. Widely
supported incremental improvement programs in every area of the organisation are a
sure way of achieving this objective. It is believed that that getting 1% improvement in
all areas is better for the organisation than 100% improvement in one area. Therefore
small projects initiated by the employees themselves taken up in all areas give a
boost and strength to this movement and also help in developing potential of the
people.
Continuous Improvement Objectives:
Identify New Challenges/Opportunities
Review Strategic Plan
Follow-up Assessment
7. Explain Juran on Quality in detail? Compare it with Demings principles of

Quality.
His TQM message is built around following 10 steps:
Create awareness of the need and opportunity for quality improvement.
Set goals for continuous improvement.
Build an organisation to achieve goals by establishing a quality council, identifying
and prioritizing the problems, selecting a project, appointing teams to take
responsibility of actions and choosing facilitators.
Give everyone training.
Carry out projects to solve problems.
Report progress.
Show recognition
Communicate results
Keep a record of success.
Incorporate the annual improvements in the companys regular systems and
processes and thereby maintain momentum.
Concept of Juran
Juran has felt that managing for quality requires the same attention that other
functions obtain.
Juran sees the trilogy as the key to success. Top management can follow this
sequence just as they would use one for financial budgeting, cost control, and
profit improvement.
For any project, quality planning is used to create the process that will enable one
to meet the desired goals.
Quality control is used to monitor and adjust the proc
Juran defines Quality as Fitness for use or purpose. Instead of conformance to
specifications in Jurans
Quality Trilogy:
Jurans Quality Trilogy consists of quality planning, quality control, and quality
improvement.
Quality Planning provides a system that is capable of meeting quality standards.
Quality Control is used to determine when corrective action is required.
Quality Improvement seeks better ways of doing things.
TQM & HR
Quality
Planning
Quality
Improvement
Identify who are the customers.

Determine the needs of those customers.
Translate those needs into our language.
Develop a product that can respond to those needs.
Optimise the product features so as to meet our needs and customer
needs.
Develop a process which is able to produce the product.
Optimise the process.
Prove that the process can produce the product under operating
Quality Control conditions with minimal inspection.
Transfer the process to Operations.
Demings Principles on Quality:

Demings approach is revolutionary--not evolutionary. Throw out your old system of
management--implement the 14 points. Not just some of them, all of them. And the
points go far beyond what is considered to be quality control. They affect all areas of
management.
Demings 14 Points:
1. Create constancy of purpose toward improvement of product and service, with the
aim to become competitive and to stay in business, and to provide jobs.
2. Adopt the new philosophy. We are in a new economic age. Western management
must awaken to the challenge, must learn the irresponsibilitys, and take on
leadership for change.
3. Cease dependence on inspection to achieve quality. Eliminate the need for
inspection on a mass basis by building quality into the product in the first place.
4. End the practice of awarding business on the basis of price tag. Instead, minimize
total cost. Move toward a single supplier for any one item, on a long-term
relationship of loyalty and trust.
5. Improve constantly and forever the system of production and service, to improve
quality and productivity, and constantly decrease costs.
6. Institute training on the job.
7. Institute leadership (see Point 12). The aim of supervision should be to help people
and machines and gadgets to do a better job. Supervision of management is in
need of overhaul, as well as supervision of production workers.
TQM & HR
8. Drive out fear, so everyone may work effectively for the company,
9. Break down barriers between departments. People in research, design, sales, and
production must work as a team, to foresee problems of production and in use that
may be encountered.
10. Eliminate slogans, exhortations, and targets of the work force asking for zero
defects and new levels of productivity. Such exhortations only create adversarial
relationships, as the bulk of the causes of low quality and low productivity belong
to the system and thus fie beyond the power of the workforce.
11. a. Eliminate work standards (quotas) on the factory floor. Substitute leadership.
b. Eliminate management by objective. Eliminate management by numbers,
numerical goals. Substitute leadership.
12. a. Remove barriers that rob the hourly worker of his right to pride of workmanship.
The responsibility of supervisors must change from numbers to quality.
b. Remove barriers that rob people in management and in engineering of their right
to pride of workmanship. This means abolishment of the annual or merit rating and
of management by objective.
13. Institute a vigorous program of education and self-improvement.
14. Put everybody in the company to work to accomplish the transformation.
According to Demings Theory, A production system in composed of many interacting
sub systems. Managements job is to set the purpose for the system and to optimize
the system. Variation is an inherent part of any system. Common causes of variation
account for 80-90% of the total variation; assignable causes account for the rest. Only
management can address common causes of variation. Knowledge is not possible
without theory. Experience alone does not establish a theory. Copying an example of
someone elses success without understanding it with theory can lead to disaster.
By practice of using only visible and measurable figures to judge performance,
company creates another roadblock to implement Demings approach. He
acknowledges the usefulness of figures, but states that focusing on the visible figures
alone is quick route to failure. The end of quarter or year panic leads the management
to manipulate everything to get the right numbers. Other important things like quality,
research, education, are pushed aside by the numbers game.
It can be seen from the Demings theory that he has thought out the matter in great
depth and shows practical wisdom which can be used by the companies worldwide.
8. Explain Malcom Baldrige National Quality award and European Quality
award.
Malcolm Baldrige National Quality Award:
The Malcolm Baldrige National Quality Award is one of three global quality awards
coveted by companies all over the world. While the award is largely US-centric, the
basic parameters for selection of companies have been adapted by several
organisations across the globe to evaluate quality.
The award has been instituted in the memory of Malcolm Baldrige, who served as the
US secretary of commerce for seven years in the Ronald Reagan administration.
Baldrige's award-winning managerial excellence contributed to long-term
improvement in the US economy, and efficiency and effectiveness in the government.
Prior to entering government service, he served as chairman and chief executive
officer of Scovill Inc, where he is credited with leading its transformation from a
financially troubled brass mill to a highly diversified manufacturer of consumer,
housing and industrial goods.
The award is traditionally presented by the president of the United States at a special
ceremony in Washington, D.C., to companies in five categories:
Manufacturing companies
Service companies
TQM & HR
Small business
Health care Organisations
Educational institutions.
The evaluation criteria:
The award is based on an evaluation of companies on various parameters, for which a
scoring system has been devised. These are:
1. Leadership (125 points):

The leadership category examines how an organisations senior leaders address
values and performance expectations, as well as a focus on customers and other
stakeholders, empowerment, innovation, learning, and organisational directions. Also
examined is how the organisation addresses its responsibilities to the public and
supports its key communities.
2. Strategic planning (85 points):
The strategic planning category examines the organisations strategy development
process, including how it develops strategic objectives, action plans, and related
human resource plans. Also examined are how plans are deployed and how
performance is tracked.
3. Customer
The customer
requirements,
examined is
satisfaction.
and market focus (85 points):

and market focus category examines how the organisation determines
expectations, and preferences of customers and markets. Also
how it builds relationships with customers and determines their
4. Information and analysis (85 points):

The information and analysis category examines the organizations performance
measurement system and how it analyses performance data and information.
5. Human resources (85 points):
The human resource focus category examines how the organization enables
employees to develop and utilise their full potential, aligned with the organisations
objectives. Also examined are the organisations efforts to build and maintain a work
environment and an employee support climate conducive to performance excellence,
full participation, and personal and organizational growth.
6. Process management (85 points):
The process management category examines the key aspects of the organisations
process management, including customer-focused design, product and service
delivery, support, and supplier and partnering processes involving all work units.
7. Business results (450 points):
The business results category examines the organisations performance and
improvement in key business areas -- customer satisfaction, product and service
performance, financial and marketplace performance, human resource results,
supplier and partner results, and operational performance. Also examined are
performance levels relative to competitors.
TQM & HR
Malcom Baldrige Award Criteria
Customer and Market focused Strategy and action plans
2
Strategic
Planning
5
Human
Resource
Focus
1
Leadership
7
Business Results
3
Customer
and Market
Focus
6
Process
Management
4
Information and Analysis
European Quality Award:

The European Quality Award is Europe's most prestigious Award for organisational
Excellence and is the top level of the EFQM Levels of Excellence. 2004 marks the
thirteenth running of the European Quality Award. It is open to every high performing
organisation in Europe and focuses on recognizing Excellence and providing detailed,
independent feedback to all Applicants to help them on their continuing journey to
Excellence.
Award Assessors are all practicing senior managers or, in a few cases, academics who
bring their years of experience and judgement to provide valuable feedback and the
evidence on which the different levels of recognition are based.
The European Quality Award sits at the pinnacle of dozens of regional and national
quality awards and Applicants have often been successful in these before applying for
European recognition.
The award is presented annually to the organisations judged to be the most successful
exponent of TQM in Europe. The winners are chosen from four categories:
1.
2.
3.
4.
Whole companies
Operational units of companies
Small and medium sized companies
Public sector organisations.
TQM & HR
There are four levels of recognition in each category available to Applicants for the
European Quality Award. They are shown below in descending order.
Award Winner
The European Quality Award is presented annually to the organisation judged to be the
best in each of the Award categories providing also they meet all the requirements set
annually by the Award jurors.
Award winners are exceptional organisations - they are European or global role models
in their approaches and the results they achieve. As these are exceptional
organisations, the independent jury does not always identify an Award winner in each
category, further increasing the prestige for those who reach this level.
Every Award winner will be entitled to retain the trophy for a full year and at the end of
this time receive a smaller replica. They are also entitled to use the European Quality
Award winner logo on letterheads, business cards, advertisements, etc.
Prize Winners
Prizes are presented annually to organisations that excel in one or more of the eight
fundamental concepts of Excellence. The new definition of Prizes based on the
fundamental concepts of the EFQM Excellence Model was introduced for five of them
for the fist time in 2003. Now, in 2004, they are extending the recognition at Prize
winner level to cover all of the fundamental concepts in each category in the following
areas:
Leadership and constancy of purpose
Customer focus
Corporate social responsibility
People development and involvement
Results orientation
Management by processes and facts
Continuous learning, innovation and improvement
Partnership development
These Prizes will allow us to identify and celebrate more role models and should be
readily understood by managers in general and the press. It will be possible for an
organisation to win more than one Prize, and for there to be more than one winner of a
Prize where the jury decide there is more than one role model organisation.
Finalists
Each year, several Finalists may be declared in each category. Finalists are
organisations that demonstrate a high degree of Excellence in the management of
quality as their fundamental process for continuous improvement. Finalists receive a
framed certificate and are also entitled to use the European Quality Award Finalist logo
on letterheads, business cards, advertisements etc.
Recognised for Excellence
All Applicants for the Award are asked if they are interested in being recognised at this
level which is the middle level of EFQM Levels of Excellence. Those who achieve a
score in excess of 400 points after site visit are recognised for Excellence. This
indicates that the organisation is well managed and aspires to achieve role model
status.
The European Quality award is used as a self assessment tool. It has nine elements
that have been identified as the key components of business excellence:
TQM & HR
People
Management
10%
Leadership
10%
Policy &
Strategy
10%
Resources
10%
Enablers 50%
People
Satisfaction
9%
Processes
10%
Business
Results
15%
Customer
Satisfaction
10%
Impact on
Society
6%
Results 50%
9. Explain the role of environmental management system in TQM

Environment
Environment is defined as 'surroundings in which an Organisation operates including
air, water, land, natural resources, flora, fauna, humans and their interrelation.
Surroundings in this context extend from within individual households to organisations
and then to the entire global system. Keeping the environment fit for living is the duty
of every citizen and Organisation, because a clean environment enhances the 'quality
of life' of all species on the earth. There is an increasing awareness by individuals and
organisations to achieve and demonstrate sound environmental performance by
controlling the impact of their activities on the environment.
Causes of environmental degradation
There are many causes that have contributed for the degradation in the environment.
Some of them are population increase, ozone depletion, global warming, air pollution,
water pollution and ecosystem disturbance.
Population increase
The World population is increasing rapidly. Current population is around 6 billion and
will increase to 12 to 15 billion by year 2100. There will be great demands on
resources such as space, water and food. There will be serious pollution problems as a
result of population growth.
Ozone depletion
CFC's and other gases are responsible for attacking and reducing the thin layer of
high-level of ozone 15 km up in the troposphere. Ozone, the three atom form of
oxygen is destroyed by the CFC's and other similar chemicals which release chlorine
when exposed to sun light. The chlorine then attacks the ozone converting it into
oxygen. During turbulence at this height the ozone thins out, creating a hole which
allows ultra violet light from the sun to the surface of the earth. Ultra violet radiation
has widespread effects on human health, crops, photo synthesis and ecosystems.
Global Warming
The mean temperature on the earth over the past 140 years has gone up by about 0.5
degrees Celsius. The green house gases that contribute to the global warming are as
follows:
Air Pollution
Air pollution is caused by several factors. Some of the major causes of air pollution are
- smog, emissions from vehicle exhausts, release of hydrocarbons from industries.
Nitrogen dioxide, Carbon monoxide, solvents and complex hydrocarbons cause air
TQM & HR
pollution. Many different concerns manifest themselves as 'acid rain'. Acid rain,
particularly caused by sulfur-dioxide causes extensive damage to ecosystems. Low
level ozone generation from the release of hydrocarbons from industry and vehicles is
a problem, particularly during summer when sunlight creates a photochemical smog.
Air pollution is cause for many disorders like asthma, bronchitis, eye infections and
headaches.
Water Pollution
Water pollution is caused by nitrates from agricultural operations, discharges from
factories either directly or through water treatment plants, sewage discharges,
spillage of chemicals, run-off from mining and quarrying operations and ground water
contamination due to landfill sites. Classification scheme for river and canal water is
as follows:
Ecosystem Degradation
In pursuit of industrialisation, large scale destruction of geographical regions is
causing massive degradation of the ecosystem. Inadequate planning and poor
management of the resources are resulting in destruction of rain forests and upland
regions. Exploitation of forests for wood (as industrial raw material, fuel and
construction material), mineral extraction and construction of dams for irrigation and
power generation are creating imbalance in the ecosystem.
Environmental concerns
Managements of Business organisations are under constant pressure from various
groups like Legislation, Customers, Markets, Insurance, Public and Media to achieve
and demonstrate sound environmental performance.
Legislation
Organisations need to adhere to the statutory and regulatory requirements applicable
to the country to be in business. There is no equal pressure in all the countries. In
developed and advanced countries, the legislation for protection of environment has
become a high priority. Environmental regulatory bodies, like the Pollution Control
Board play, a significant role in the implementation and monitoring of the legislative
requirements.
Customers
Individual customers and corporate customers would like to purchase products from
manufacturers who are committed to environmental protection. Eco-Label award or
certification to ISO 14000 EMS standards provides confidence to the customers that
the suppliers are committed to environmental protection and improvement.
Market Trends
Environmental issues have influenced the consumption patterns of many products.
Manufacturers need to study the market trends to prepare the business plans. Some
examples of this changing trend are
Usage pattern of pesticides, refrigerants and solvents
Reduction in the use of solvents due to water based alternatives
Alternatives to wood being developed
Usage of sodium hexafluoride as insulating gas under threat
Insurance
Insurance companies are creating pressure on the industry to institute an EMS by
providing tailored insurance policies than general policies. Pollution liability is
restricted to sudden and accidental and no cover for gradual pollution incidents.
Sudden and accidental
-Bhopal, Chernobyl etc.,
Gradual - Disposal of toxic waste by burial
- Leakage of pipes, tanks or pits
- Discharge into streams or rivers
- Release of fumes into atmosphere
Public and Media
Public consisting of local residents, organisation's workforce, investors and insurers,
customers and environmental interest groups like Greenpeace and Friends of the Earth
are creating awareness on environmental issues. Wide usage of the Internet and
TQM & HR
government regulations will lead organisations to provide information on the
environmental performance.
Environmental Management Systems - Need
Organisations of all kinds are increasingly concerned to achieve and demonstrate
sound environmental performance by controlling the impact of their activities,
products and services on the environment taking into consideration their
environmental policy and objectives. The Environmental Management System of an
organisation is expected to meet the following needs:
Meet the regulatory, and legislative requirements
1.Improve the control of the environmental impact
2.Provide confidence to the customers that the products and services are
manufactured with the aim of reducing the negative impact on the environment
3.Suitably accommodate changing market trends and gain competitive edge
4.Reduce the costs associated with environmental liabilities and Insurance Gain public
and media support
Environmental Management Systems - Scope
The Environmental Management System enables an Organisation to formulate policy
and objectives taking into consideration legislative requirements and significant
environmental impacts and specifies the environmental performance criteria. The
scope of the Environmental Management System of an organisation consists of :
* Implement. Maintain and improve EMS.
* Conformance to the stated policies and objectives.
* Demonstrate conformance to the EMS through certification.
Environment Management System of an organisation shall consider the following
issues:
* Improvement to the Quality of life
* Benefits to society
* Commitment to the future generations
* Minimizations of environment risk
* Prevention of pollution
* Environment care and continuous improvements
* Save resources
Environmental Management Systems - Benefits
Environmental Management System benefits the organisation as well as the society.
Significant benefits of the EMS are
* Assurance of policy implementation.

- Forces organisations to link policy to objectives and targets.
- Policy linked to operations and activities.
- Management involvement.
- Compliance with the regulatory requirements.
- Continuous environmental improvement.
- Spot and correct potential problems.
* Technology tie-ups.
- Multi-national companies (MNCs) would like to provide technology to companies
which have implemented EMS.
* Benefits to stakeholders-employees, customers, society, government and interested
parties.
* Reduction in costs.
- Reduction in expenditure on raw materials.
- Savings from waste reduction or elimination.
- Decrease in costs of waste disposal.
- Reduction of insurance costs and elimination of penalties.
TQM & HR
Key elements of Environment Management Systems:
Environmental policy Develop a statement of your plants commitment to the

environment. Use this policy as a framework for planning and action. The policy is a
direct reflection of the fundamental values of the organization.
Environmental aspects Identify environmental attributes of your products, activities
and services. Determine those that could have significant impacts on the environment.
Legal and other requirements Identify and ensure access to relevant laws and
regulations, as well as other requirements to which your plant adheres.
Objectives and targets Establish environmental goals for your plant, in line with
your policy, environmental impacts, the views of interested parties and other factors.
Environmental management program Plan actions necessary to achieve your
objectives and targets.
Structure and responsibility Establish roles and responsibilities for environmental
management and provide appropriate resources.
Training, awareness and competence Ensure that your plants employees are
trained and capable of carrying out their environmental responsibilities.
Communication Establish processes for internal and external communications on
environmental management issues.
EMS documentation Maintain information on your plants EMS and related
documents. Document control Ensure effective management of procedures and
other system documents. Operational control Identify, plan and manage your
plants operations and activities in line with your plants policy, objectives and targets.
Emergency preparedness and response Identify potential emergencies and develop
procedures for preventing and responding to them.
Monitoring and measurement Monitor key activities and track performance. Conduct
periodic assessments of compliance with legal requirements.
Nonconformance and corrective and preventive action Identify and correct problems
and prevent their recurrence.
Records Maintain and manage records of EMS performance.
EMS audit Periodically verify that your plants EMS is operating as intended.
Management review Periodically review your plants EMS with an eye to continual
improvement.
Conclusion:
TQM & HR
Any TQM model expects that organisation is socially responsible, fulfilling the
environment management systems as per ISO 14001 any organisation demonstrate
their concern for the environment.
10. Explain the role of HR promoting TQM in an organisation.
TQM is primarily an organizational strategy considered as a change programme to
achieve excellence and therefore HR has an important role to play in designing the
interventions to prepare the people and the organizations for the desired change.
The role of the HR Department in improving quality can be considerable. Broadly, it
can:
Assist in the formulation of the firm's strategic direction and needs.
Identify the human resource philosophies or culture consistent with the business
needs.
Develop and implement policies and activities consistent with the culture.
Ensure that the quality improvement process is consistent with the other human
resource activities.
The HR department can play a significant role in the change process by establishing a
specific programme that is responsible for dealing with the change. This programme
can involve:
Establishing a senior HR council and executive operating committee
Naming a major initiative that rallies all employees to the change
Developing a leadership programme that ensures that the change clearly
includes the top management [ a senior management development
programme].
Additionally, within the HR department there can be further division of roles and
responsibilities. This often involves clarifying the relationship between the corporatelevel HR department and the business unit - level departments. Taking a proactive
stance, the corporate-level department can13:
Assist senior managers in formulating change
Become a model of change
Develop and guide divisional human resource departments
Change organisational structure
Serve as a clearinghouse
Serve as trainer for other HR staff
Do benchmark analysis
Develop HRIS [Human Resource Information System] capacity
Audit competencies
Development of Total Quality People:
The first pillar of TQM is internal customer satisfaction. People involved in each
process have to treat those next in the process as their customer. In addition to the
external customer, every activity in the factory has an internal customer. The service
to the internal customer is the one which will help gear up the organization to deliver
finally the required service to the customer. For example if Marketing dept. deals with
external
customer,
its
commitments
are
to
be
backed up by other departments for whom the marketing dept. itself becomes a
customer. Therefore, all the departments and the people are to be oriented towards
achieving total quality and the attitude of " Help us to help you better " must be
developed on the philosophy of internal customers. Here lies the importance of HR in
developing total quality people i.e. people with positive attitude, values in consonance
with organizational mission and change the mindset so that the foundation becomes
very strong. The HR effort should be to bring in/foster real spirit of TQM i.e. spirit of
reciprocity in interactions and not merely the mechanics of it. The HR initiative in TQM
activity
should
be
oriented
to
demonstrate
the
efficacy of Win-Win relationships as contrasted to Win-Lose or Lose-Lose relationships
and thereby enabling effective spirit of team work.
TQM & HR
Training
HR has also to undertake intensive training of personnel in understanding the
application of TQM methods & its tools. In Japan, this part of applying TQM methods &
tools are very much wide spread & people at all levels starting from top to bottom are
very much conversant with this and apply in all spheres of their activity. HR initiatives
in
this
context
have
to
address in training of personnel in becoming "data minded than opinion minded". The
mindset of " What is wrong" than " Who is wrong" to be generated & built up. Though
it is a formidable task, HR has to trigger this thinking in an organization to realise
thought
revolution
of
TQM
dimension.
Employee Involvement:
Further, HR has to initiate employee involvement in TQM activity. Ultimately, quality is
physically produced by the operator on the shop floor. It is therefore very important
that he understands the quality requirements of his job. This is possible provided his
involvement in the job is very high and he is a very committed and empowered
worker. It is in this context that Japanese have introduced Quality Circles which have
generated high level of commitment of workers and finally helped Japan to become as
world leader in the business. Quality circles are based on the fundamental principles of
collaboration,
involvement & empowerment. HR has to facilitate the culture of team work either in
the form of Quality Circles, Quality Teams, Task force, CFT, Suggestion schemes or any
such others innovative employee involvement schemes for TQM activity.
Education and communication:
Companies place great emphasis on this, through a variety of vehicles videos,
briefing, magazines, newsletters, notice boards, story boards and so on, so as to
promulgate and reinforce the quality message. However its inadequate for senior
management to express their commitment solely through communicating vision and
mission statements.
Recruitment and Selection:
TQM has an effect on selection procedures. Some companies have sophisticated
recruitment and selection techniques, including psychometric and aptitude tests and
assessment centers to identify team workers or problem solvers appropriate to quality
culture.
Appraisal:
Performance appraisal is seen playing an important role as a tool to communicate to
managers whether quality standards are being met, given the importance of the
customer evaluation of managerial performance in the overall appraisal.
Communication and recognition:
Placing so much emphasis on training requires that the company communicate
regularly with employees about the developmental opportunities being offered. These
are more than just communication vehicles. They serve as a means of worker
recognition, which the company takes seriously. Other ways of recognizing employees
include:
Recognition DayAn annual celebration at each location in which individual
employees and teams are recognized publicly for their accomplishments
Incentive Recognition AwardsAn annual monetary award for excellence above
and beyond normal job duties
Seniority Recognition ProgramA program in which every employee receives a
card and small gift on the anniversary of his or her date of hire.
Labor relations:
One of the distinctive features of human resources program is that the program makes
no distinctions between exempt and nonexempt employees. The organization surveys
TQM & HR
union members about their opinions right along with salaried employees. Union
members participate in the employee-suggestion program, and they can attend the
Front-Line Leadership Training regardless of whether or not they have any supervisory
responsibility.
Job design:
Employees are more likely to show commitment when jobs are meaningful and involve
significant responsibility and where employees are able to get direct feedback on their
performance. TQM emphasis on flexibility and teamwork may also require a move
away from detailed fixed job descriptions.
Finally
1) The
2) The
3) The
HR has to create TQM mindset by focusing following three main orientations:customer orientation
process orientation
people orientation.
There are five phases of HR intervention for TQM:

Formulation:
Hr professional could play a role in shaping TQM initiatives at the formulation stage.
They may be able to play a creative role in terms of philosophy behind TQM and its
degree of interaction with current organisational practice and ethics.
Example:
1. Preparing and synthesizing reports from other organisations that have experience
of TQM
2. Assisting with choices about TQM approaches.
3. Designing and delivering senior management development courses that create the
right climate for TQM.
Implementation Stage:
At this stage, HR professionals can play a facilitating role in ensuring the TQM is
introduced in most appropriate way. The following activities may be undertaken:
1. Training of middle managers and supervisors in how to develop TQM process within
staff
2. Training facilitators mentors and team members in interpersonal skills and how to
manage TQM
3. Coaching managers on behaviour
4. Designing communication events to publicize TQM.
Maintenance Stage:
Having shaped and implemented the TQM initiative, HR personal function can play an
effective part in attempting to maintain and reinforce its position within the
organisation. Interventions in the third area are designed to ensure TQM continue to
attract a high profile and does not lose impetus. Contribution can be in following
areas:
1. Introducing or upgrading the TQM component with induction courses.
2. Ensuring that training in tools, techniques, systems and processes continues to be
provided within the organisation.
3. assisting quality improvement teams
4. Ensuring the methods of rewarding success are established.
Review Stage:
TQM & HR
HR may also be able to make contribution to TQM at the review level either on regular
basis or part of ongoing procedure for evaluating progress. Such intervention could
include:
1. Contributing to leading the preparation of annual TQM reports.
2. Assuring effectiveness of TQM infrastructure
3. Preparing and administrating employee attitude surveys on TQM
Application Stage:
Finally and to some extent in conjunction with each of these stages, HR function can
apply to TQM to review their own activities along the lines of the undertaken by the
internal contractors as analysed earlier. The precise list of practices depends on
organisation and function involved. Some of them may be:
1. Preparing offer and contract letters within a specified time.
2. Advising staff on their terms and condition of employment
3. Evaluating Training provision on annual basis.
4. Continual review of its activities using the people related criteria in EFQM model
and MBNQA.
Question Payment Against warranty is :Correct Answer External failure cost
Select The Blank
True/False
Correct Answer True
Question Record may be :Correct Answer Procedure to control its use.
Question ISO is known for :Correct Answer Quality management
Select The Blank
Question The inviromental policy must contain & communicate the :Correct Answer Mission & value with respect to enviroment , Control & improve
enviroment ,
Enviromental impact
True/False
Question Continual improvement which focusses on the improvement of of the EMS,
must be
reviewed every monthefor any changed aspects and impacts.
True/False
Correct Answer True
TQM & HR
Select The Blank
Correct Answer Software
Select The Blank
Question ________ is a strategic effort, directed at attaining business objective, through
preventive action.
True/False
Correct Answer True
Question Common elements of winners are :Correct Answer Senior management was actively involved , Control of overall process ,
Focus on
customer
True/False
Question Quality approach is potential failure prevention.
Correct Answer True
Question The mean is :Correct Answer Center of process , Target of process
Question Integrity means :Correct Answer True to our words
Select The Blank
Question When the process is ________ then it is under control.
Correct Answer Within specification
Question Which of the following is not process input?
Correct Answer Testing
Select The Blank
Question The planning & implementing Enviromental policy is responsibility of________
Select The Blank
Question Tool is used in TQM implementation is ________.
Correct Answer P -D - C - A
True/False
Correct Answer True
TQM & HR
Question TQM focus on :Correct Answer Employee , Customer
environment
True/False
Correct Answer True
True/False
Question Zero Deviation means product is set on mean.
Correct Answer True
Question Which revision of ISO is currently in use?
Correct Answer ISO - 9000 -2000
Question Service characteristic of perish ability means :Correct Answer Service can not store
Select The Blank
Question ________ brings cultural change.
Correct Answer Small improvement
True/False
Question Periodic review of process to be taken to ensure consistency of process.
Correct Answer True
Select The Blank
Question Quality approach is________
Select The Blank
Question Malcolm Baldrige national quality award is for ( MBNQA ) :-
TQM & HR
Correct Answer Total quality management
Question In ISO - 90001Quality policy declare by management. Similarly what is
specified in ISO
- 14001?
Correct Answer Enviromrntal Policy
Question Tally chart is :Correct Answer Data collection tool
management & customer ,
Luck of communication
Question TQM approach is:Correct Answer Centered on quality
True/False
Question In TQM "Total" means Total Organization.
Correct Answer True
Question ISO - 14001 gives stress on :Correct Answer Plan - Do -check -Act , Enviromental protection , Prevention rather than
detection
Select The Blank
Select The Blank
Question
Correct Answer
Question
The operational control in EMS is :Correct Answer
Question
Factor in GAP 1 is :Correct Answer
In sufficient market research , Luck of interaction between management &
customer , Luck of communication
Question
Vendors are assessed on predetermined criteria , Procedure to be followed for
assessing vendor
Select The Blank
Question
Correct Answer
Customer need
TQM & HR
Question
Detection of Defect
Question
In TQM approach towards employee is :Correct Answer
Involve people
Question
Question
Match The Following
Question
Correct Answer
Your Answer
Need for TQM is due
management
-Delivery
management
-Delivery
TQM focusses on
Employee
Employee
Quality approch
Pillor of TQM

Question
Question
Co-ordination
True/False
Question
Machine down time is waste.
Correct Answer
True
Question
Tally chart shows the :Correct Answer
Frequency of event
True/False
Question
Correct Answer
False
Question
If some of the activities are outsourced :Correct Answer
Vendors are approached on predetermined criteria
Select The Blank
Question
TQM & HR
Correct Answer
Question
Question
Correct Answer
Appraisal cost
Select The Blank
Question
Documents in company are controlled by ________.
Correct Answer
Management Representative
Question
Correct Answer
Environmental Policy
Select The Blank
Question
Correct Answer
Question
Control
Question
Control chart is :Correct Answer
Process monitoring tool , Process control tool
Question
The records shall be maintained to provide :Correct Answer
Evidence of conformity to requirement , Demonstrate effectiveness of system
True/False
Question
When process improvements are institutionalized, the process is optimized

level
Correct Answer
True
True/False
Question
Each Environmental objective must be traceable back to the Environmental

Policy statement.
Correct Answer
True
True/False
Question
TQM focuses on customer by Delighting customer.
Correct Answer
True
Select The Blank
Question
Correct Answer
Team work
Select The Blank
TQM & HR
Question
Correct Answer
Question
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Question
Excellence means :Correct Answer
Satisfy all customer need
Question
Question
True/False
Question
The difference of USL & LSL is range.
Correct Answer
False
Match The Following
Question
Correct Answer
Bureaucratic
Working together for excellence

Direction from Boss
Leadership from top
Provide consistent vision direction
Excellence mean
Provide consistent vision

direction
Team work mean
Unlimited thinking
Working together for excellence
True/False
Question
Your Answer
Quality circle encourages Employee Participation.
Correct Answer
True
Select The Blank
Question
Correct Answer
Question
Competitive advantage will be achieved by :-
TQM & HR
Correct Answer
Serving customer in excellent fashion , Get in pat from customer & convert in
service , Technological improvement
Select The Blank
Question
Correct Answer
Past performance
Select The Blank
Question
________ is important in providing some underpinning of the sense of shared
responsibility.
Correct Answer
Single status
Question
Participation , Tem work
Question
While providing service, what is to be remembered is :Correct Answer
One instance of poor service will wash out all properly delivered service.
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
False
Question
The management representative is responsible for :Correct Answer
Establishment & implementation of QMS
Question
Due to management
Question
Correct Answer
Select The Blank
Question
Correct Answer
Participation
Question
TQM & HR
Question
Correct Answer
Question
Mission conveys the massage about what & who is :Correct Answer
Company
Question
Question
Vendors are assessed on predetermined criteria , Procedure to be followed for
assessing vendor
Question
Environment policy must contain :Correct Answer
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Top management
Question
Question
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Process is defined
Question
Select The Blank
Question
________ is calibration activity in company.
Correct Answer
Appraisal cost
TQM & HR
Question
Correct Answer
Question
Select The Blank
Question
Correct Answer
Decision point
True/False
Question
Correct Answer
True
Question
Gap 5 is :Correct Answer
Gap between expectation & perceived service
Select The Blank
Question
Correct Answer
Direction of flow
True/False
Question
Correct Answer
False
True/False
Question
Correct Answer
False
Question
Detection of Defect
Select The Blank
Question
Correct Answer
Question
Match The Following
Question
Correct Answer
Circle symbol
Binging or end of operation Binging or end of operation
Pareto analysis is
Data analysis told
Data analysis told
X bar means
Average of reading
Average of reading
Your Answer
TQM & HR
LCT means
Lower control limit
Lower control limit

Question
Cost of quality includes :Correct Answer
Prevention cost , Appraisal cost , Cost of internal failure
True/False
Question
ISO emphasis on Detection.
Correct Answer
False
Question
What CPU indicates ?
Correct Answer
Process capability relative to upper specification limit
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
In TQM - M stands for :Correct Answer
Management
Select The Blank
Question
Correct Answer
Calculated
Question
Question
Correct Answer
True/False
Question
Process capability is only calculated when it qualify Bell shape curve.
Correct Answer
True
Question
HR policies must be correlated with :Correct Answer
Company vision
Match The Following
TQM & HR
Question
Correct Answer
Your Answer
Dimension
Physical facility
Physical facility
Customer satisfaction surveyTo assess customer satisfaction

level
level
Inadequate resource
Question
Ishikawa is the originator of :Correct Answer
Fishbone Diagram , Cause effect Diagram
Select The Blank
Question
Correct Answer
Steps in Activity
True/False
Question
Correct Answer
False
Select The Blank
Select The Blank
True/False
True/False
Correct Answer True
Question Control chart is :Correct Answer Process monitoring tool , Process control tool
Question In business, vision involve :Correct Answer Mission statement
TQM & HR
Select The Blank
Question Common elements of winners are :Correct Answer Senior management was actively involved , Control of overall
Question Tqm focus on :Correct Answer Employee , Customer
Question CMM assumes that :Correct Answer Problems are of managerial nature
Select The Blank
Question Process Quality planning means ________.
Select The Blank
Select The Blank
TQM & HR
Select The Blank
True/False
Correct Answer True
True/False
Question The performance process is repeatable level.
Correct Answer True
Question Benefit of model based improvement are :Correct Answer Establish common language , Models are comprehensive
Select The Blank
Select The Blank
Question TQM & ISO both focuses on :Correct Answer Customer
Question ISO - 9000- 1994 is :Correct Answer Model for quality Assurance
True/False
Correct Answer True
True/False
Question Enviromental impact is any change to the environment, whether adverse
or beneficial.
TQM & HR
Correct Answer True
True/False
Correct Answer True
True/False
Question The ISO is based on Plan - do - check- Act.
Correct Answer True
True/False
Correct Answer True
True/False
equipment.
Correct Answer True
True/False
Correct Answer True
organization's :Correct Answer Focus on work process , Maintain self esteem of other
Select The Blank
Select The Blank
TQM & HR
Select The Blank
Question Tally chart shows the :Correct Answer Frequency of event
True/False
Question TQM focuses on customer by Delighting customer.
Correct Answer True
Select The Blank
True/False
Correct Answer True
Select The Blank
Question ISO - 9000- 1994 is ________
True/False
Correct Answer True
Select The Blank
True/False
Question The role of management in QMS is to provide resources.
Correct Answer True
Select The Blank
TQM & HR
Question The role of management in QMS is :Correct Answer To provide resources
Question The Design & Development Review to be carried :Correct Answer To evaluate the ability of Design to meet Specification
Select The Blank
True/False
Correct Answer True
Select The Blank
Question The Design & Development Review to be carried ________
Correct Answer To evaluate ability of product to meet requirements
Select The Blank
through preventive action. Correct Answer Quality
Question While setting Quality objective, What is to be consider :Correct Answer Customer need
Select The Blank
True/False
Correct Answer True
Question While recruiting person he should
Correct Answer Competent to perform job , Trained to perform specified job
True/False
Correct Answer True
TQM & HR
True/False
manner.
Correct Answer True
Question In control chart, X bar means :Correct Answer Average of Reading
Question The ISO is based on :Correct Answer Plan - do - check- Act
Question CMM is nothing but :Correct Answer Use of process means , Capability maturity model
True/False
Question
Correct Answer
True
Question
Match The Following
Question
Correct Answer
Your Answer
Dimension
Physical facility
Physical facility

level
level
Inadequate resource
Unskilled manpower
Question
Poor service is due to :Correct Answer
Inadequate Resources
TQM & HR
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Single status
Question
Vender Assessment is :Correct Answer
Appraisal cost
Question
True/False
Question
Prevention of pollution is prevention of cause of pollution.
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Select The Blank
Question
ISO - 9000- 1994 is ________
Correct Answer
Select The Blank
Question
Correct Answer
Customer need
True/False
Question
Correct Answer
True
Question
The documents of external origin :Correct Answer
Question
Employee should be involved in :-
TQM & HR
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
The management
Establishment &
implementation
far
of QMS
As & when required
conducted
Enhancing customer
satisfaction
objective
of QMS
True/False
Question
impacts.
Correct Answer
False
Select The Blank
Question
Correct Answer
Question
Correct Answer
Question
Correct Answer
Question
Question
max expectation
Question
ISO calls far :Correct Answer
Product approach
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Participation
Question
In quality Assurance primary concern is:-
TQM & HR
Correct Answer
Co-ordination
Select The Blank
Question
Correct Answer
Question
Question
Question
Question
Question
What is core value?
Correct Answer
Excellence
Question
Calibration Activity in company is :Correct Answer
Appraisal cost
Select The Blank
Question
Correct Answer
Software
Question
To provide Resources , To define EMS , To monitor the effectiveness of
the system
Question
Process capability is :Correct Answer
Long term performance of process
Question
Correct Answer
True/False
Question
Finance is pillar of TQM.
Correct Answer
False
TQM & HR
Question
TQM approach is:-
Correct Answer
Centered on quality
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Direction of flow
True/False
Question
Correct Answer
False
Select The Blank
Question
Correct Answer
Adequate
Question
Select The Blank
Question
Correct Answer
Estimated
Select The Blank
Question
Correct Answer
Question
Total organisation
True/False
Question
CPK is 1' 33 means four sigma process.
Correct Answer
True
Select The Blank
Question
Correct Answer
Question
True/False
Question
The control of enviromental aspect Life side analysis.
TQM & HR
Correct Answer
True
Question
Be Relevant to the activity , Comply with legislation , Commits to
True/False
Question
Correct Answer
False
True/False
Question
Enviromental impact is any change to the environment, whether

adverse or beneficial.
Correct Answer
True

Question
Which is not pillar of TQM
Correct Answer
Finance
Question
Select The Blank
Question
Correct Answer
Question
Question
detection
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Quality
True/False
Question
Correct Answer
True
Question
Correct Answer
Match The Following
TQM & HR
Question
Correct Answer
Your Answer
Process is managed level Performance is model

respectable
Critical process maturity Process capability
concept include
Process capability
CMM is
Capability maturity
Capability maturity
Performance is model
respectable

Question
Question
True/False
Question
Correct Answer
True
Question
Question
Prevention
Match The Following
Question
Correct Answer
Your Answer

cost
reducing external sale By reducing external sale
in
cost
company is
Quality planning is
Prevention cost
Appraisal cost
Appraisal cost
Appraisal cost
Prevention cost

Question
Select The Blank
Question
Correct Answer
Team work
Question
Correct Answer
Top management
Select The Blank
TQM & HR
Question
The enviromental management system followed by organisation is

________.
Correct Answer
IS0-14001
Question
True/False
Question
Correct Answer
False
Question
Select The Blank
Question
Correct Answer
True/False
Question
Cause & effect diagram shows relation between causes & its effect.
Correct Answer
True
Question
True/False
Question
In TQM - M stands for Money.
Correct Answer
False
Question
Philosophy
Question
Morale , Delivery
Question
Question
Correct Answer
Question
TQM & HR
Select The Blank
Question
Correct Answer
Process is defined
Question
Question
Select The Blank
Question
Correct Answer
Waste
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Select The Blank
Question
Correct Answer
Past performance
Select The Blank
Question
Correct Answer
Top management
Question
Type of waste are :Correct Answer
Waiting time , Transport , Processing waste
Question
Select The Blank
Question
Correct Answer
Small improvement
Select The Blank
Question
TQM & HR
Correct Answer
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Calculated
Question
The company collect document to :Correct Answer
Demonstrate effectiveness of system , Requirement of QMS
Question
Total points in MBNQA is :Correct Answer
1000
True/False
Question
Correct Answer
True
Match The Following
Question
Correct Answer
Your Answer
Quality is
As per manufacturer
Fitness for use
Dr. Deming's contribution isJapan

in
Japan
According to Deming everyDecision making

employee should involve in
Quality is
Fitness for use

decreases
Decision making

Question
Common features of CMM is how to produce software product which are
:Correct Answer
True/False
Question
When process improvements are institutionlized, the process is

optimized level
Correct Answer
False
True/False
Question
Correct Answer
False
Question
TQM & HR
Question
Select The Blank
Question
Correct Answer
Team work
Question
Correct Answer
Appraisal cost
Select The Blank
Question
Correct Answer
True/False
Question

Correct Answer
False
True/False
Question
Correct Answer
True
Question
Customer need
Question
Correct Answer
Work related
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Question
Correct Answer
Question
ISO - 140001 is built upon which of the following?
Correct Answer
Plan - Do - check - Act
Question
Cost of poor quality comprises :-
TQM & HR
Correct Answer
Question
Validation of process is required to demonstrate :Correct Answer
Planned results , To verify result
Select The Blank
Question
Correct Answer
Team work
Question
The organisation which adopts it , Adjacent property owner &
enviroment
Question
knowledge
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
If TQM done properly :Correct Answer
It brings significant organisational changes
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Fitness for use
True/False
Question
Each Environmental objective must be traceable back to the

Correct Answer
True
TQM & HR
Question
Correct Answer
Question
Match The Following
Question
Correct Answer
Your Answer
ISO emphasis on
Prevention
Prevention
ISO
Lead assessor
International organization far

Inspection
standard
Qualified personnel
Qualified personnel
ISO - 9000 -2000
ISO - 9000 -2000

Question
True/False
Question
Correct Answer
True
Question
In control chart, X bar means :Correct Answer
Average of Reading
Question
Correct Answer
Enviromrntal Policy
Select The Blank
Question
ISO - 9000- 1994 is ________
Correct Answer
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Decision point
Match The Following
Question
Correct Answer
Your Answer
TQM & HR
Tally chart is
Data analysis told
True/False
Question
Venders are assessed on predefined criteria if some activity are

outsourced.
Correct Answer
True
Select The Blank

Question
Correct Answer
Single status
Question
Prevention
Select The Blank
Question
Correct Answer
Quality
Question
Question
detection
Question
Correct Answer
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
P -D - C - A
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
True/False
Question
The main business process objective is to serve the customer in

excellent manner.
Correct Answer
True
Select The Blank
TQM & HR
Question
Correct Answer
Adequate
Question
Question
Tem work , Participation
Question
knowledge
Select The Blank
Question
Correct Answer
Question
Question
Process Quality planning means :Correct Answer
Question
Question
Morale , Delivery
Question
max expectation
True/False
Question
Correct Answer
False
Your Answer False
Question
Detection of Defect
Question
TQM & HR
Correct Answer
Top management
Question
Correct Answer
True/False
Question
TQM approach is based on Participation.
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Estimated
True/False
Question
Correct Answer
True
Question
Question
Level 3
True/False
Question
Correct Answer
True
Question
Cause & Effect diagram used to :Correct Answer
Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
True/False
Question
Correct Answer
False
Question
Customer
True/False
Question
Correct Answer
False
Select The Blank
TQM & HR
Question

of________
Correct Answer
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Speed
Question
Select The Blank
Question
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
Need for TQM is due
management
-Delivery

-Delivery
management
Inspection
TQM focusses on
Employee
Quality approch
Pillor of TQM
True/False
Question

Correct Answer
False

Question
Correct Answer
Select The Blank
Question
Correct Answer
Question
Following are the phases of intervention:-
TQM & HR
Correct Answer
Question
Question
The variability in process is reduced, then the process become more :-Correct Answer
Predictable
Question
Correct Answer
True/False
Question
Correct Answer
True
Question
CMM is nothing but :Correct Answer
Use of process means , Capability maturity model
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Select The Blank
Question
________ helps organization reduce employee turnover and
absenteeism.
Correct Answer
Question
Question
Must be competent
Question
Senior management was actively involved , Control of overall process ,
Focus on customer
TQM & HR
Question
Reliability of product means :-
Correct Answer
Question
What CPL indicates ?
Correct Answer
Process capability relative to lower specification limit
Match The Following
Question
Correct Answer
Circle symbol
Binging or end of operationTransportation
Pareto analysis is
Data analysis told
X bar means
Average of reading
Data analysis told
LCT means
Lower control limit
Delay in Activity
Your Answer

Question
When cpk is less than one, :Correct Answer
Process is not capable , Process is volatile
Select The Blank
Question
Correct Answer
Team work
Question
Question
The operational control in EMS is :Correct Answer
Question
By adopting TQM philosophy, it benefits to :Correct Answer
Organisation & employee
Question
Employee , Customer
Select The Blank
Question
Correct Answer
Past performance
True/False
Question
Correct Answer
True
Question
When the process is called under control?
Correct Answer
When it is within specification
TQM & HR
True/False
Question
Correct Answer
True
Question
Benefit of model based improvement are :Correct Answer
Establish common language , Models are comprehensive
Question
Common features of CMM is how to produce software product which are
:Correct Answer
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
True/False
Question
Enviromental impact is any change to the environment, whether

adverse or beneficial.
Correct Answer
True

Question
Long term success
True/False
Question
Correct Answer
True
Question
CMM is use for :Correct Answer
Managing software project
Question
In business, vision involve :Correct Answer
Mission statement
Question
Dr. Deming Believes that :Correct Answer
Quality & Productivity walk in hands
Select The Blank
Question
Correct Answer
Select The Blank
Question
TQM & HR
Correct Answer
Question
By adopting Tqm philosophy, it benefit to :Correct Answer
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Customer need
Select The Blank
Question
Correct Answer
Top management
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
False
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Question
Need for Tqm is due :Correct Answer
Cut throat competition , Customer requirement
Question
Correct Answer
Match The Following
Question
Correct Answer
Your Answer
Dr. Deming believes
To prevent defect
Ishikawa development
Cause & effect diagram

decreases
Histogram
TQM & HR
Type of variation is due to Common causes
Common causes
Crosby's objective of quality

Histogram
Quality & productivity work

together
Select The Blank

Question
Correct Answer
Steps in Activity
Select The Blank
Question
Correct Answer
Single status
Question
Plan aspect contains :Correct Answer
Planning of internal hazard & its disposal
Question
Commits to prevention of pollution , Be Relevant to the activity ,
Comply with legislation
Question
True/False
Question
Correct Answer
False
Question
Correct Answer
Question
What is EMS?
Correct Answer
Enviromentel management system
Question
Match The Following
Question
Correct Answer
Your Answer
Dimension
Physical facility
Physical facility

level
level
Inadequate resource
Unskilled manpower
True/False
Question
TQM & HR
Correct Answer
True
Question
Question
Question
Question
Select The Blank
Question
Correct Answer
Decision point
Question
Question
Correct Answer
Testing
Question
Question
To provide Resources , To define EMS , To monitor the effectiveness of
the system
Question
Employee , Customer
Question
Correct Answer
Question
TQM & HR
Match The Following
Question
Correct Answer
MBQA is eligible for
Manufacturing organizationManufacturing organization
Malcolm baldring award seeks

improvement in
European quality award is for
Improving efficiency
Your Answer

Software organization
Common elements of winners

Senior management was Cost reduction
are
activity involved
Question
Question
True/False
Question
Correct Answer
True
True/False
Question
Correct Answer
False
Select The Blank
Question
________ helps organization reduce employee turnover and
absenteeism.
Correct Answer
Question
Question
Customer need
True/False
Question
By Applying basic principle, the process improvement will be in

Correct Answer
True

Question
ISO - 14001 is :Correct Answer
Powerful management tool to be used by an organisation to control the
environmental hazards.
Question
Due to management
Select The Blank
TQM & HR
Question
Correct Answer
Software
Question
Question
Correct Answer
Question
True/False
Question
Correct Answer
True
Question
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Past performance
Question
Correct Answer
Question
True to our words
Question
Documents in company are controlled by :Correct Answer
Management Representative.
Question
Select The Blank
Question
of________
Correct Answer
TQM & HR
Select The Blank
Question
Correct Answer
True/False
Question
The role of management in QMS is to provide resources.
Correct Answer
True
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Fitness for use
True/False
Question
Correct Answer
True
Question
Select The Blank
Question
Correct Answer
Adequate
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Small improvement
True/False
Question
Correct Answer
True
Question
Correct Answer
Question
Special characteristic means :Correct Answer
Product characteristic which affect fit/ function / Regulation ,
Characteristic of product which are regulatory requirement.
Select The Blank
Question
TQM & HR
True/False
Question

True/False
Question
Correct Answer True

Question
In ISO the focus is on :Correct Answer Enhancing customer satisfaction , Delighting customer
Question
The records shall be maintained to provide :Correct Answer Evidence of conformity to requirement , Demonstrate effectiveness of
system
Question
Before Accepting the order :Correct Answer It should be reviewed
Question
CP indicate :Correct Answer Process capability of two side process
Question
Dr. Deming's contribution is in the field of :Correct Answer Quality
Question
The need fore CMM is :Correct Answer To ensure that the product is consistent
Select The Blank
Question
True/False
Question
Correct Answer True

Select The Blank
Question
Correct Answer Steps in Activity
Question
Ishikawa is the originator of :Correct Answer Fishbone Diagram , Cause effect Diagram
Match The Following
TQM & HR
Question
Correct Answer
Circle symbol
Binging or end of operationBinging or end of operation
Pareto analysis is
Data analysis told
Data analysis told
X bar means
Average of reading
Average of reading
LCT means
Lower control limit
Lower control limit
True/False
Question
Your Answer

Question
Cause & Effect diagram used to :Correct Answer Identify & organize possible causes of problem , Identify possible
causes of problem & determining its relation
Select The Blank
Question
Question
The mean is :Correct Answer Center of process , Target of process
Question
Control chart shows :Correct Answer Performance of process
Question
Benefit of model based improvement are :Correct Answer Establish common language , Models are comprehensive
Question
Enviromentel objective must :Correct Answer Consistent with inviromental policy
True/False
Question
Leadership from top should be totally honest & transparent in dealing

.
Correct Answer True
Select The Blank

Question
Question
How TQM helps in reducing cost?
Question
Creativity means :-
TQM & HR
Correct Answer Unlimited thinking
Select The Blank
Question
Question
Question
The soft side of TQM involve :Correct Answer Training on job
Question
If some activity are outsourced :Correct Answer Vendors are assessed on predetermined criteria , Procedure to be
Question
The management review is carried :Correct Answer To ensure effectiveness Of QMS
True/False
Question
Correct Answer True

True/False
Question
Correct Answer True

Match The Following
Question
Correct Answer
Your Answer
Employee
Employee
TQM promotes
Kaizen is
Small change
Small change
Quality circle can solve problem

Continuous improvement Continuous improvement
related to
Select The Blank
Question
Select The Blank
Question
True/False
Question
Process capability is only calculated when it qualify Bell shape curve.
Correct Answer True

TQM & HR
Question
The inviromental policy must :-
Correct Answer Be Relevant to the activity , Comply with legislation , Commits to

Question
According to Deming quality improvement is analogous :Correct Answer To reduction of Variation
Select The Blank
Question
Select The Blank
Question
Question
According to Deming, Quality problems are :Correct Answer Due to management
Select The Blank
Question
True/False
Question
The main business process objective is to serve the customer in

excellent manner.
Correct Answer True

Question
The competence of the employee means :Correct Answer Competence of personnel performing work affective quality , Evaluale
Question
Lead assessor is :Correct Answer Qualified personnel , Leading team of auditor
Question
Cost of poor quality comprises :Correct Answer Cost of internal failure , Cost of external failure
True/False
Question
ISO emphasis on Detection.

Question
Correct Answer
True/False
Question
TQM & HR
impacts.
Correct Answer
False
True/False
Question
manner.
Correct Answer
True
Question
Correct Answer
Appraisal cost
True/False
Question
Correct Answer
True
Question
Question
Select The Blank
Question
Correct Answer
Team work
Select The Blank
Question
The objective of ISO-9000________
Correct Answer
Customer satisfaction
Question
Failure Mode & Effect analysis is used as :Correct Answer
Prevention tool , Analysis tool
Question
Select The Blank
Question
Correct Answer
Steps in Activity
Question
Select The Blank
Question
Correct Answer
Small improvement
TQM & HR
Question
Detection of Defect
Question
are :Correct Answer
Question
According to traditional thinking, quality improvement leads to :Correct Answer
Lower productivity
Question
Correct Answer
Select The Blank
Question
Circle represent ________ while plotting flow chart.
Correct Answer
Beginning or end of operation
True/False
Question
Correct Answer
True
Match The Following
Question
Correct Answer
Circle symbol
Binging or end of operationBinging or end of operation
Pareto analysis is
Data analysis told
Data analysis told
X bar means
Average of reading
Average of reading
LCT means
Lower control limit
Lower control limit
Your Answer

Question
Correct Answer
Question
True/False
Question
Correct Answer
True
Select The Blank
Question
Correct Answer
Software
Question
In statistical quality control, primary concern is :-
TQM & HR
Correct Answer
Control
Question
Customer
Question
TQM approach is based on :Correct Answer
Participation
Question
Co-ordination
Question
By adopting Tqm philosophy, it benefit to :Correct Answer
Question
The process evaluation is to identify :Correct Answer
Potential improvement in process
Match The Following
Question
Correct Answer
The management
Establishment &
implementation
far
of QMS
conducted
Enhancing customer
satisfaction
objective
Question
The evaluation & selection of vendor :-
Your Answer
As & when required
of QMS
Top management
Correct Answer
Question
The records shall be maintained to provide :Correct Answer
Evidence of conformity to requirement , Demonstrate effectiveness of
system
Question
The management representative is responsible for :Correct Answer
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
TQM & HR
Select The Blank
Question
Correct Answer
Question
According to she wart, types of variation are :Correct Answer
As common & special causes
True/False
Question
Correct Answer
False
Select The Blank
Question
Intangibility is ________.
Correct Answer
Service is intangible
True/False
Question
The need for TQM is due to Cut throat competition.
Correct Answer
True
Question
True/False
Question
Leadership from top should be totally honest & transparent in dealing .
Correct Answer
True
Question
True/False
Question
Documents in company are controlled by Management Representatives.
Correct Answer
True
Question
Total organisation
Select The Blank
Select The Blank
True/False
Correct Answer True
TQM & HR
True/False
Correct Answer True
Your Answer True
Your Answer Software industry
Your Answer Competence of personnel performing work affective quality , Evaluale
Your Answer Long term performance of process
Select The Blank
Your Answer Monitored
Select The Blank
Your Answer Potential failure prevention
Your Answer Understand & recognize commitment
Your Answer Detection of Defect
Select The Blank
________.
Your Answer IS0-9000
Select The Blank
TQM & HR
Your Answer In Enhancing customer satisfaction
Your Answer Potential failure prevention , Correctness of product , Verification of
product
True/False
Correct Answer True
Your Answer True
Match The Following
Circle symbol Binging or end of operation Binging or end of operation
Pareto analysis is Data analysis told Data analysis told
X bar means Average of reading Average of reading
LCT means Lower control limit Lower control limit
Your Answer Enhancing customer satisfaction
Your Answer Totally honest & transparent , Providing consistent vision / direction
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Draw control chart
Select The Blank
Your Answer Quality Assurance
Your Answer To ensure effectiveness Of QMS
True/False
TQM & HR
Your Answer True
Select The Blank
Your Answer Employee involvement
Your Answer Employees , Organization , Management
Your Answer By reducing external failure cost , By reducing internal failure , By
avoiding inspection
Your Answer Culture , Management style , Devlopment , Policy management
Your Answer Software
True/False
Correct Answer True
Your Answer True
Match The Following
Tally chart is Data analysis told Data collection tool
True/False
Correct Answer True
Your Answer True
Your Answer Process capability of two side process with centre
Your Answer Improving profit
True/False
TQM & HR
Your Answer False
True/False
Correct Answer True
Your Answer True
Your Answer Consistence , Predictable , User friendly
Your Answer Luck of interaction between management & customer , Luck of
communication
Select The Blank
Your Answer Staff involvement
of system
Your Answer Evidence of conformity to requirement , Demonstrate effectiveness of
system , Easy understanding
Your Answer Supportive to each other
Your Answer Before supply of product , Before commitment of supply of product
Your Answer Detection of Defect.
Your Answer Prevention tool , Analysis tool , Correction tool
Select The Blank
Your Answer Time taken
TQM & HR
Your Answer Unlimited thinking
LIST OF ATTEMPTED QUESTIONS AND ANSWERS
Your Answer Frequency Distribution tool , Data analysis tool
enviroment
Your Answer The organisation which adopts it , Adjacent property owner &
enviroment
Your Answer External failure cost
Select The Blank
Your Answer Must have record of document
Your Answer 80 % Of total problem , 80 % Of causes.
Your Answer Cost of internal failure , Cost of external failure
Your Answer Customer need , Marketability of product
Your Answer Total quality management
True/False
Correct Answer True
Your Answer True
Your Answer Formulation stage , Maintenance stage , Implementation stage
TQM & HR
Your Answer Should be controlled separately
Your Answer Qualified personnel , Leading team of auditor
Select The Blank
Your Answer Estimated
Select The Blank
Your Answer Team work
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Customer need
True/False
Correct Answer True
Your Answer True
Your Answer Organisation & employee
Your Answer The sequence of operation & interaction of process
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Training & development
Question Internal audits to be conducted to check the :-
TQM & HR
Correct Answer Conformance to ISO - 14001 , Conformance of system for
Your Answer Conformance of system for effectiveness , Management review
Match The Following
Process is managed level Performance is model respectable Process is controlled
Critical process maturity concept include Process capability Process capability
Managed level of process Process is controlled Performance is model respectable
CMM is Capability maturity Capability maturity
Your Answer Company
Select The Blank
Your Answer Fitness for use
Select The Blank
Select The Blank
of________
Your Answer Management representative.
Select The Blank
Your Answer Calculated
Select The Blank
Your Answer Direction of flow
True/False
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
TQM & HR
Your Answer Continual improvement , Prevention of defect
True/False
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
Your Answer Long term improvement
Match The Following
The quality manual have Level 3 Level 3
The process mapping The sequence of operation & interaction of process The
sequence of operation & interaction of process
The role of management in QMS To provide resources To provide resources
Activities outsourced Vendors are assessed based on predetermined criteria Vendors
are assessed based on predetermined criteria
Your Answer Japan
Your Answer Process monitoring tool
True/False
Correct Answer True
Your Answer True
TQM & HR
Your Answer Management Representative.
Your Answer Gap between expectation & perceived service
Your Answer At predetermined Interval , As & when required
of the system
Your Answer To provide Resources , To monitor the effectiveness of the system , To
provide mission
Your Answer The process of controlling environmental system
Select The Blank
Your Answer Contains Planing aspect
Your Answer Demonstrate effectiveness of system , To analyses , To preserve it
Question The role of management is :Correct Answer To monitor the effectiveness of the system , To provide Resources ,
To define EMS
Your Answer To monitor the effectiveness of the system , To provide mission
Question Excellence means :Correct Answer Satisfy all customer need
Your Answer Satisfy all customer need
Your Answer Consistency of performance , Performance over period , Useful life
True/False
manner.
Correct Answer True
Your Answer True
TQM & HR
Select The Blank
Your Answer Quality
True/False
Correct Answer True
Your Answer True
Question In TQM - M stands for :Correct Answer Management
Your Answer Management
True/False
Question The control of enviromental aspect Life side analysis.
Correct Answer True
Your Answer True
Question Which is not pillar of TQM
Correct Answer Finance
Your Answer Productivity
Your Answer Process is not capable
Question If some activity are outsourced :Correct Answer Vendors are assessed on predetermined criteria , Procedure to be
Your Answer Vendors are assessed on predetermined criteria , Procedure to be
True/False
must be reviewed every monthefor any changed aspects and
impacts.
Your Answer False
TQM & HR
product
True/False
Question TQM approach is based on Participation.
Correct Answer True
Your Answer True
Question ISO 14001 is the management representative, responsible for :Correct Answer Planning and implementing policy
Your Answer Planning and implementing policy
True/False
Correct Answer True
Your Answer True
Match The Following
Dimension Physical facility Physical facility
Service characteristic Vary from time to time . Vary from time to time.
Customer satisfaction survey To assess customer satisfaction level To assess customer
satisfaction level
Poor service is due to Inadequate resource Inadequate resource
Your Answer Customer satisfaction , People involvement , Policy management
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Within specification
Select The Blank
Question ISO - 9000- 1994 is ________
Your Answer Model for quality Assurance
TQM & HR
Your Answer It brings significant organisational changes
Question The inviromental policy must :Correct Answer Comply with legislation , Commits to prevention of pollution , Be
Relevant to the activity
Your Answer Be Relevant to the activity , Comply with legislation ,Commits to
True/False
Correct Answer True
Your Answer False
Select The Blank
Your Answer Waste
Select The Blank
Your Answer Service
Select The Blank
Question Diamond represent ________ while plotting flow chart.
Correct Answer Decision point
Your Answer Decision point
Select The Blank
Question TQM emphasises on ________.
Your Answer Continuous improvement
Question Range is :Correct Answer Difference of minimum & maximum
Your Answer Diff of highest & lowest
Your Answer Customer service , New product , Profit & loss
Question Which is not Business objectivity?
Correct Answer Supplier satisfaction
Your Answer Supplier satisfaction
Select The Blank
Question ________ is calibration activity in company.
Your Answer Appraisal cost
Match The Following
TQM & HR
MBQA is eligible for Manufacturing organization Manufacturing organization
Malcolm baldring award seeks improvement in Quality & productivity Quality &
productivity
European quality award is for Improving efficiency Improving efficiency
Common elements of winners are Senior management was activity involved Senior
management was activity involved
Your Answer True to our words
Question Enviromental impact is :Correct Answer Any change to envioment resulting from organization activity
Your Answer Any change to envioment resulting from organization activity
Question Quality planning is :Correct Answer Prevention cost
Your Answer Prevention cost
Select The Blank
Select The Blank
Your Answer Adequate
tqm n hr
True/False
Question When process improvements are institutionlized, the process is optimized
level
Your Answer True
Select The Blank
True/False
Correct Answer True
Your Answer True
TQM & HR
Your Answer Continual improvement , Prevention of defect , Service
Question
Your Answer Focus on work process , Good Decision making
True/False
Question
When process improvements are institutionlized, the process is optimized

level
Correct Answer
False
Your Answer True
Match The Following

Question
Correct Answer
Your Answer
How TQM helps in reducing cost

By reducing external sale
Calibration activity carried in Appraisal cost

company is
Quality planning is
Prevention cost
Appraisal cost
Appraisal cost
Appraisal cost
Prevention cost
True/False
Question
The performance of process is in controlled condition then it is called process

at managed level.
Correct Answer
False
Your Answer True

Question
Your Answer Initial process setting , Future process
Question
Question
Morale , Delivery
TQM & HR
Your Answer Morale , Training , Development
Select The Blank
Question
Correct Answer
Question
Enviromental impact is :Correct Answer
Any change to envioment resulting from organization activity
Question
Your Answer Performance , Feature , Reliability
Question
Your Answer Commitment to prevention of pollution
Question
Analysis is :Correct Answer
Process monitoring tool
Your Answer Data analysis tool
True/False
Question
Correct Answer
True
Your Answer True
Question
Common features of CMM is how to produce software product which are :Correct Answer
Your Answer Consistence , Repeatable , Predictable
Question
The need fore CMM is :-
TQM & HR
Correct Answer
Your Answer To ensure that the product is consistent
Select The Blank
Question
Any process is to be ________.
Correct Answer
Controllable
Select The Blank
Question
Correct Answer
Your Answer At predetermined interval
Question
Confidence with customer , Customer have trust , Employee have knowledge
Your Answer Customer have trust , Employee have knowledge
Question
Your Answer To predict future process , To predict future product performance
Question
What is core value?
Correct Answer
Excellence
Your Answer Excellence
True/False
Question
Correct Answer
True
Your Answer False
Select The Blank
Question
Correct Answer
Select The Blank
TQM & HR
Question
Correct Answer
Customer need
Question
Match The Following
Question
Correct Answer

Capability maturity
Your Answer
Critical process maturity concept

Process capability
include
Process capability
CMM is
True/False
Question
Capability maturity
Correct Answer
True
Your Answer True
Question
Your Answer To provide resources , To provide guidance , To provide Direction
Question
Long term success
Your Answer Long term success
Question
Your Answer Calibrated , Adjested & Re-Adjested , Properly located
Question
TQM & HR
Correct Answer
Japan
Your Answer Japan
True/False
Question
Correct Answer
True
Your Answer True
True/False
Question
Each Environmental objective must be traceable back to the Environmental

Policy statement.
Correct Answer
True
Your Answer True
True/False
Question
Correct Answer
True
Your Answer True
True/False
Question
Correct Answer
True
Your Answer True
Question
Your Answer Plan - Do - check - Act , Continual improvement
Question
As & when required
Select The Blank
Question
Correct Answer
Small improvement
TQM & HR
Question
All employee in organization must :-
Correct Answer
Understand & recognize commitment
Question
True/False
Question
Correct Answer
False
Your Answer False
Select The Blank
Question
Correct Answer
Your Answer Capability maturity model
Select The Blank
Question
Circle represent ________ while plotting flow chart.
Correct Answer
Your Answer Beginning or end of operation
Select The Blank
Question
Correct Answer
Select The Blank
Question
ISO - 9000- 1994 is ________
Correct Answer
Your Answer Quality management system
Question
Your Answer Process monitoring tool , Process control tool
TQM & HR
Select The Blank
Question
Correct Answer
Waste
Your Answer Waste
Question
While calculating PPK standard deviation is :Correct Answer
Calculated
Question
Payment Against warranty is :Correct Answer
Select The Blank
Question
Correct Answer
Your Answer Planning of inveroment
Match The Following
Question
Correct Answer
The difference ppk & cpk
Your Answer
Method of calculating Std. To predict the behavior of

Deviation
processes
Process capability is Device to
Whether process follows natural
Process is not capable
find out
variation or not
PPK is device when
To establish initial process Whether process follows natural
specification
variation or not
Capability of any process
To predict the behavior of
To establish initial process
processes
specification
True/False
Question
Correct Answer
True
Your Answer True
Question
Your Answer An evidence to conformity
TQM & HR
Question
ISO is known for :Correct Answer
Quality management
Your Answer Quality management
Select The Blank
Question
Correct Answer
Your Answer Identified & controlled
Question
Mission & value with respect to enviroment , Control & improve enviroment ,
Enviromental impact
Your Answer Mission & value with respect to enviroment , Control & improve enviroment ,
Enviromental impact
True/False
Question
Continual improvement which focusses on the improvement of of the EMS,

must be reviewed every monthefor any changed aspects and impacts.
Correct Answer
False
Your Answer True
True/False
Question
Gap 5 is Gap between expectation & perceived service.
Correct Answer
True
Your Answer True
Select The Blank
Question
Correct Answer
Software
Select The Blank
Question
________ is a strategic effort, directed at attaining business objective, through
preventive action.
Correct Answer
Quality
Your Answer Quality
True/False
Question
Objective of finding cost of quality is to analyze it, reduce it.
Correct Answer
True
TQM & HR
Your Answer True
Question
Senior management was actively involved , Control of overall process , Focus
on customer
Your Answer Senior management was actively involved , Control of overall process , Focus
on customer
True/False
Question
Quality approach is potential failure prevention.
Correct Answer
True
Your Answer True
Question
Your Answer Center of process , Target of process
Question
True to our words
Select The Blank
Question
Correct Answer
Question
Correct Answer
Testing
Your Answer Testing
Select The Blank
Question
The planning & implementing Enviromental policy is responsibility of________
Correct Answer
Question
Which of the following are depicted as the levels of the TQM?
TQM & HR
Correct Answer
Culture , Management style
Your Answer Culture , Management style
Select The Blank
Question
Correct Answer
P -D - C - A
Your Answer Quality circle
True/False
Question
Correct Answer
True
Your Answer True
Question
Your Answer Action taken on detecting NC , Action taken on observed NC , Action taken on
defects
Question
Employee , Customer
Your Answer Employee , Customer , Management
Question
The organisation which adopts it , Adjacent property owner & enviroment
Your Answer The organisation which adopts it , Adjacent property owner & enviroment
True/False
Question
Correct Answer
True
Your Answer True
True/False
Question
Correct Answer
True
Your Answer True
TQM & HR
Question
Which revision of ISO is currently in use?
Correct Answer
ISO - 9000 -2000
Your Answer ISO - 9000 -2000
Question
Which type of organization is not eligible for MBNQA?
Correct Answer
Manufacturing
Question
Your Answer 80 % Of total problem , 20 % Of total problem
Question
Service characteristic of perish ability means :Correct Answer
Service can not store
Your Answer It have limited shelf life
Select The Blank
Question
Correct Answer
Small improvement
Question
Your Answer Prevention tool , Process control tool
True/False
Question
Periodic review of process to be taken to ensure consistency of process.
Correct Answer
True
Your Answer True
Select The Blank
Question
Correct Answer
TQM & HR
Select The Blank
Question
Correct Answer
Question
Failure Mode & Effect analysis is used as :Correct Answer
Your Answer Correction tool , Inspection tool
Question
Question
Correct Answer
Enviromrntal Policy
Your Answer Enviromrntal Policy
Question
Your Answer Data analysis tool
Question
Factor in GAP 1 is :Correct Answer
In sufficient market research , Luck of interaction between management &
customer , Luck of communication
Your Answer In sufficient market research , Luck of interaction between management &
customer , Gap between expectation & Perception
Question
Centered on quality
Your Answer Centered on quality
True/False
Question
TQM & HR
Correct Answer
True
Your Answer True
Match The Following
Question
Correct Answer
Your Answer
TQM promotes
Kaizen is
Small change
Small change
Quality circle can solve problem

related to
Employee
Long term change

Employee

Question
detection
Your Answer Plan - Do -check -Act , Enviromental protection , Prevention rather than
detection
Select The Blank
Question
________ is one of the major business processes.
Correct Answer
Customer servive & supply chain
Your Answer Customer servive & supply chain

Question
Process control tool , Process monitoring tool
Your Answer Process monitoring tool , Process control tool
True/False
Question
manner.
Correct Answer
True
Your Answer True
Question
Level 3
Your Answer Level 3
TQM & HR
Question
Correct Answer
Select The Blank
Question
Correct Answer
Your Answer Identified & controlled
Question
Who is responsible for quality objective?
Correct Answer
Top management
Your Answer Top management
Question
Correct Answer
Question
Your Answer Serving customer in excellent fashion , Get in pat from customer & convert in
Question
Question
Question
Control
Your Answer Control
TQM & HR
Match The Following
Question
Correct Answer
Your Answer
Capability of any process

processes
processes
The difference ppk & cpk
Method of calculating Std.
Method of calculating Std.
Deviation
Deviation
Process capability is Device toWhether process follows natural
Whether process follows natural
find out
variation or not
variation or not
PPK is device when
specification
specification
Question
TQM culture is :Correct Answer
Your Answer Short tem improvement
Question
Your Answer Consistency of performance , Performance over period
Select The Blank
Question
Correct Answer
P -D - C - A
Your Answer P -D - C - A
Select The Blank
Question
Correct Answer
Participation
Your Answer Participation
Select The Blank
Question
Correct Answer
Team work
Your Answer Individual performance
Question
TQM & HR
Question
By Applying basic principle the process improvement will be in organization's :Correct Answer
Your Answer Focus on work process , Maintain self esteem of other
True/False
Question
Periodic review of process to be taken to ensure consistency of process.
Correct Answer
True
Your Answer True
Question
Your Answer Center of process , Target of process
Question
Co-ordination
Your Answer Co-ordination
Question
Correct Answer
Your Answer Continual Improvement
Match The Following
Question
Correct Answer
Your Answer
How TQM helps in reducing cost

Calibration activity carried in Appraisal cost

company is
Quality planning is
Prevention cost
Appraisal cost
Appraisal cost
Appraisal cost
Prevention cost

Question
Delighting customer , Enhancing customer satisfaction
Select The Blank
TQM & HR
Question
Correct Answer
Question
Quality planning is :Correct Answer
Prevention cost
Select The Blank
Question
Correct Answer
Speed
Your Answer Speed
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Your Answer True
Question
Analysis is :Correct Answer
Your Answer Prevention tool
Question
Your Answer Due to management , Due to method
Select The Blank
Question
Correct Answer
TQM & HR
Question
Your Answer Performance of process
Question
Detection of Defect
True/False
Question
Quality circle encourages Employee Participation.
Correct Answer
True
Your Answer True
Question
Your Answer Enviromental objective , Audit Result , Corrective action
Question
Select The Blank
Question
Correct Answer
True/False
Question
Correct Answer
True
Your Answer True
True/False
Question
Correct Answer
True
Your Answer True
TQM & HR
Question
Customer
Your Answer Customer
True/False
Question
Lead assessor is Qualified personnel.
Correct Answer
True
Your Answer True
True/False
Question
Correct Answer
False
Your Answer False
True/False
Question
Correct Answer
True
Your Answer True
Question
Your Answer Participation , Tem work
Question
Your Answer To provide resources , To provide support
Question Incoming material inspection is :Correct Answer Appraisal cost
True/False
Question Significant aspect means Perceived Risk.
Correct Answer True
Your Answer True
Select The Blank
TQM & HR
Question ISO emphasis on :Correct Answer Prevention
Your Answer Prevention
Select The Blank
Question What are critical HR issue ?
Correct Answer Recruitment & Selection , Training & development , Appraisal
Your Answer Recruitment & Selection , Training & development , Appraisal
Select The Blank
Your Answer Management Representative
Select The Blank
Match The Following
The difference ppk & cpk Method of calculating Std. Deviation Method of calculating
Std. Deviation
Process capability is Device to find out Whether process follows natural variation or
not Whether process follows natural variation or not
PPK is device when To establish initial process specification To establish initial process
specification
Capability of any process To predict the behavior of processes To predict the behavior
of processes
True/False
Correct Answer True
Your Answer True
Your Answer Control
Your Answer Service can not store
TQM & HR
Your Answer Detection of Defect , Action on only detected defect
Your Answer Enhancing customer satisfaction , Delighting customer
Select The Blank
Your Answer Speed
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Meeting of excellence
Your Answer Strategic Improvement
Question The ISO is based on :Correct Answer Plan - Do - check - Act , Continual improvement
Select The Blank
TQM & HR
True/False
Correct Answer True
Your Answer True
Select The Blank
Question The management review to be conducted ________.
Correct Answer At predetermined interval
True/False
Question The quality manual have one Level.
Your Answer False
Select The Blank
Question When cpk is less than one, :Correct Answer Process is volatile , Process is not capable
Your Answer Process is not capable , Process is volatile
Select The Blank
Your Answer Customer satisfaction
True/False
Correct Answer True
Your Answer True
TQM & HR
Your Answer Manufacturing cost
Match The Following
Quality approach is Potential failure prevention Potential failure prevention
TQM approach is Employee participation Employee participation
TQM & ISO both focuses on Customer satisfaction Customer satisfaction
Which tool is used in implementing ISO-9000 P - D - C - A P - D - C - A
True/False
Question Physical facilities is tangible dimension.
Correct Answer True
Your Answer True
True/False
equipment.
Correct Answer True
Your Answer True
Your Answer It is intangible
True/False
Correct Answer True
Your Answer True
Select The Blank
TQM & HR
Your Answer Action taken on detecting NC , Action taken on observed NC
Uma Ganesan--Assgn 1
Question Incoming material inspection is :Correct Answer Appraisal cost
True/False
Correct Answer True
Your Answer True
Select The Blank
Question ISO emphasis on :Correct Answer Prevention
Your Answer Prevention
Select The Blank
Correct Answer Recruitment & Selection , Training & development , Appraisal
Your Answer Recruitment & Selection , Training & development , Appraisal
Select The Blank
Your Answer Management Representative
Select The Blank
Match The Following
TQM & HR
The difference ppk & cpk Method of calculating Std. Deviation Method of calculating
Std. Deviation
not Whether process follows natural variation or not
PPK is device when To establish initial process specification To establish initial process
specification
Capability of any process To predict the behavior of processes To predict the behavior
of processes
True/False
Correct Answer True
Your Answer True
Your Answer Control
Your Answer Service can not store
Your Answer Detection of Defect , Action on only detected defect
Your Answer Enhancing customer satisfaction , Delighting customer
Select The Blank
TQM & HR
Your Answer Speed
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Meeting of excellence
Your Answer Strategic Improvement
Question The ISO is based on :Correct Answer Plan - Do - check - Act , Continual improvement
Select The Blank
True/False
Correct Answer True
Your Answer True
Select The Blank
Correct Answer At predetermined interval
True/False
Your Answer False
Select The Blank
TQM & HR
Question When cpk is less than one, :Correct Answer Process is volatile , Process is not capable
Your Answer Process is not capable , Process is volatile
Select The Blank
Your Answer Customer satisfaction
True/False
Correct Answer True
Your Answer True
Your Answer Manufacturing cost
Match The Following
Quality approach is Potential failure prevention Potential failure prevention
TQM approach is Employee participation Employee participation
TQM & ISO both focuses on Customer satisfaction Customer satisfaction
Which tool is used in implementing ISO-9000 P - D - C - A P - D - C - A
True/False
TQM & HR
Correct Answer True
Your Answer True
True/False
equipment.
Correct Answer True
Your Answer True
Your Answer It is intangible
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Action taken on detecting NC , Action taken on observed NC
*****************
Question Control chart is :Correct Answer
Process control tool , Process monitoring tool
Your Answer
True/False
manner.
Correct Answer
True
Your Answer
True
TQM & HR
Question The quality manual have :Correct Answer
Level 3
Your Answer
Level 3
Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
Correct Answer
Top management
Your Answer
Top management
Correct Answer
Your Answer
Question Competitive advantage will be achieved by :Correct Answer
Your Answer
Question Strategic quality management means :Correct Answer
Your Answer
Detection of Defect.
Question ISO 9000 & TQM are :Correct Answer
Your Answer
Question In statistical quality control, primary concern is :Correct Answer
Control
Your Answer
Control
Match The Following
Question
Correct Answer
Your Answer
Capability of any process To predict the behavior of processes

behavior of processes
To predict the
The difference ppk & cpk Method of calculating Std. Deviation

Std. Deviation
Method of calculating
not
Whether process follows natural variation or not
TQM & HR
PPK is device when To establish initial process specification
process specification
To establish initial

Question TQM culture is :Correct Answer
Your Answer
Short tem improvement
Question Reliability of product means :Correct Answer
Your Answer
Select The Blank
Correct Answer
P -D - C - A
Your Answer
P -D - C - A
Select The Blank
Question The TQM approach is based on employee's ________.
Correct Answer
Participation
Your Answer
Participation
Select The Blank
Correct Answer
Team work
Your Answer
Individual performance
Question Current quality concept is :Correct Answer
Your Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Question The mean is :Correct Answer
Your Answer
Question In quality Assurance primary concern is:Correct Answer
Co-ordination
Your Answer
Co-ordination
Correct Answer
TQM & HR
Your Answer
Match The Following

Question
Correct Answer
Your Answer
How TQM helps in reducing cost By reducing external sale By reducing external sale
Calibration activity carried in company is
Quality planning is Prevention cost
Appraisal cost
Appraisal cost
Prevention cost
Appraisal cost
Appraisal cost

Question In ISO the focus is on :Correct Answer
Delighting customer , Enhancing customer satisfaction
Your Answer
Select The Blank
Correct Answer
Your Answer
Question Quality planning is :Correct Answer
Prevention cost
Your Answer
Prevention cost
Select The Blank
Correct Answer
Speed
Your Answer
Speed
Select The Blank
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Question Analysis is :Correct Answer
Your Answer
Prevention tool
Question The Quality problems arises :Correct Answer
Your Answer
Due to management , Due to method
Select The Blank
Question The documents of external origin ________
Correct Answer
Your Answer
TQM & HR
Question Control chart shows :Correct Answer
Your Answer
Question In inspection primary concern is :Correct Answer
Detection of Defect
Your Answer
Detection of Defect
True/False
Question Quality circle encourages Employee Participation.
Correct Answer
True
Your Answer
True
Question Continual improvement is in :Correct Answer
Your Answer
Question Lead assessor is :Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
True/False
Question Failure mode & effect Analysis is prevention tool.
Correct Answer
True
Your Answer
True
Question TQM focuses on :Correct Answer
Customer
Your Answer
Customer
True/False
Correct Answer
True
Your Answer
True
True/False
Correct Answer
False
Your Answer
False
True/False
Question
TQM & HR
Correct Answer
Your Answer
True
True

Question Quality circle encourage :Correct Answer
Your Answer
Question The role of management in QMS is :Correct Answer
Your Answer
***********************************************
Total Quality Management & HR assgn :03: Grace
Question Payment Against warranty is :Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
Planning of inveroment
Match The Following
Question
Correct Answer
Your Answer
The difference ppk & cpk Method of calculating Std. Deviation

behavior of processes
To predict the
not
Process is not capable
PPK is device when To establish initial process specification
follows natural variation or not
Whether process
Capability of any process To predict the behavior of processes

process specification
To establish initial
True/False
Correct Answer
True
Your Answer
True
Question Record may be :Correct Answer
Your Answer
An evidence to conformity
Question ISO is known for :Correct Answer
Quality management
Your Answer
Quality management
TQM & HR
Select The Blank
Correct Answer
Your Answer
Question The inviromental policy must contain & communicate the :Correct Answer
Your Answer
True/False
Question Continual improvement which focusses on the improvement of of the
EMS, must be reviewed every monthefor any changed aspects and impacts.
Correct Answer
False
Your Answer
True
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Software
Your Answer
Software
Select The Blank
Correct Answer
Quality
Your Answer
Quality
True/False
Correct Answer
True
Your Answer
True
Question Common elements of winners are :Correct Answer
Senior management was actively involved , Control of overall
Your Answer
Senior management was actively involved , Control of overall
True/False
Correct Answer
True
Your Answer
True
Question The mean is :Correct Answer
Your Answer
Question Integrity means :-
TQM & HR
Correct Answer
Your Answer
True to our words

True to our words
Select The Blank

Correct Answer
Your Answer
Question Which of the following is not process input?
Correct Answer
Testing
Your Answer
Testing
Select The Blank
of________
Correct Answer
Your Answer
Correct Answer
Your Answer
Select The Blank
Correct Answer
P -D - C - A
Your Answer
Quality circle
True/False
Correct Answer
True
Your Answer
True
Question Corrective action means :Correct Answer
Your Answer
Action taken on detecting NC , Action taken on observed NC ,
Action taken on defects
Question Tqm focus on :Correct Answer
Employee , Customer
Your Answer
Employee , Customer , Management
Question The benefite of ISO 14001 are applicable to :Correct Answer
enviroment
Your Answer
enviroment
True/False
Correct Answer
True
Your Answer
True
True/False
TQM & HR
Question Zero Deviation means product is set on mean.
Correct Answer
True
Your Answer
True
Question Which revision of ISO is currently in use?
Correct Answer
ISO - 9000 -2000
Your Answer
ISO - 9000 -2000
Correct Answer
Manufacturing
Your Answer
Software
Question In parato Analysis, we have to focus on problem which contribute :Correct Answer
Your Answer
80 % Of total problem , 20 % Of total problem
Question Service characteristic of perish ability means :Correct Answer
Service can not store
Your Answer
It have limited shelf life
Select The Blank
Correct Answer
Small improvement
Your Answer
Question Bar chart is :Correct Answer
Your Answer
Prevention tool , Process control tool
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
Question Failure Mode & Effect analysis is used as :Correct Answer
Your Answer
Correction tool , Inspection tool
Question Malcolm Baldrige national quality award is for ( MBNQA ) :Correct Answer
Your Answer
TQM & HR
Question In ISO - 90001Quality policy declare by management. Similarly what is
Correct Answer
Enviromrntal Policy
Your Answer
Enviromrntal Policy
Question Tally chart is :Correct Answer
Your Answer
Data analysis tool
Question Factor in GAP 1 is :Correct Answer
In sufficient market research , Luck of interaction between
Your Answer
In sufficient market research , Luck of interaction between
management & customer , Gap between expectation & Perception
Question TQM approach is:Correct Answer
Centered on quality
Your Answer
Centered on quality
True/False
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
TQM promotes
Kaizen is
Your Answer
Small change
Small change
Quality circle can solve problem related to

change
Employee
Continuous improvement Long term
Employee

Question ISO - 14001 gives stress on :Correct Answer
Plan - Do -check -Act , Enviromental protection , Prevention rather
than detection
Your Answer
Plan - Do -check -Act , Enviromental protection , Prevention rather
than detection
Select The Blank
Correct Answer
Your Answer
Bottom of Form
******************************************
TQM & HR
Your Answer
Focus on work process , Good Decision making
True/False
level
Correct Answer
False
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
How TQM helps in reducing cost By reducing external sale By reducing external sale
Calibration activity carried in company is
Quality planning is Prevention cost
Appraisal cost
Appraisal cost
Prevention cost
Appraisal cost
Appraisal cost
True/False
Question The performance of process is in controlled condition then it is called
Correct Answer
False
Your Answer
True
Question PP & PPK is calculated for :Correct Answer
Your Answer
Initial process setting , Future process
Question ISO 14001 is the management representative, responsible for :Correct Answer
Your Answer
Question Which are pillar of Tqm :Correct Answer
Morale , Delivery
Your Answer
Morale , Training , Development
Select The Blank
Correct Answer
Your Answer
Question Enviromental impact is :Correct Answer
Your Answer
Question Dimensions of quality are :-
TQM & HR
Correct Answer
Your Answer


Question The Enviromental policy contains :Correct Answer
Your Answer
Question Analysis is :Correct Answer
Your Answer
Data analysis tool
True/False
Question Quality approach is continual improvement.
Correct Answer
True
Your Answer
True
Question Common features of CMM is how to produce software product which are :Correct Answer
Your Answer
Question The need fore CMM is :Correct Answer
Your Answer
Select The Blank
Correct Answer
Controllable
Your Answer
Monitored
Select The Blank
Correct Answer
Your Answer
Question Service Assurance is :Correct Answer
knowledge
Your Answer
Customer have trust , Employee have knowledge
Question CP & CPK is calculated :Correct Answer
Your Answer
Question What is core value?
Correct Answer
Excellence
Your Answer
Excellence
True/False
Question Histogram is used to compare data.
Correct Answer
True
Your Answer
False
TQM & HR
Select The Blank
Correct Answer
Your Answer
Select The Blank
Correct Answer
Customer need
Your Answer
Customer need
Question The benefits of Quality circle can be experienced by :Correct Answer
Your Answer
Employees , Organization , Management
Match The Following
Question
Correct Answer
Your Answer
Process is managed level Performance is model respectable

Process capability Process capability

CMM is
Capability maturity
Capability maturity Performance is model respectable
True/False
Correct Answer
True
Your Answer
True
Question The role of management in QMS is :Correct Answer
Your Answer
To provide resources , To provide guidance , To provide Direction
Question TQM is aiming :Correct Answer
Long term success
Your Answer
Long term success
Question Measuring instrument should be :Correct Answer
Your Answer
Correct Answer
Japan
Your Answer
Japan
True/False
Correct Answer
True
Your Answer
True
TQM & HR
True/False
Correct Answer
True
Your Answer
True
True/False
Question ISO - 9000 -2000 this revision of ISO is currently in use.
Correct Answer
True
Your Answer
True
True/False
Question ISO 9000 & TQM are supportive to each other.
Correct Answer
True
Your Answer
True
Question The ISO is based on :Correct Answer
Your Answer
Question The management review to be conducted :Correct Answer
As & when required
Your Answer
Select The Blank
Correct Answer
Small improvement
Your Answer
Question All employee in organization must :Correct Answer
Your Answer
Your Answer
True/False
Question Poor service is due to Poor people.
Correct Answer
False
Your Answer
False
Select The Blank
Correct Answer
Your Answer
Select The Blank
Question Circle represent ________ while plotting flow chart.
Correct Answer
Your Answer
Select The Blank
TQM & HR
Correct Answer
Your Answer

Select The Blank

Question ISO - 9000- 1994 is ________
Correct Answer
Your Answer
Quality management system
Your Answer
Select The Blank
Correct Answer
Waste
Your Answer
Waste
Question While calculating PPK standard deviation is :Correct Answer
Calculated
Your Answer
Calculated
Bottom of Form
****************************************************
Question The role of management is :Correct Answer To monitor the effectiveness of the system , To provide Resources ,
To define EMS
Your Answer To monitor the effectiveness of the system , To provide mission
Question Excellence means :Correct Answer Satisfy all customer need
Your Answer Satisfy all customer need
Your Answer Consistency of performance , Performance over period , Useful life
True/False
manner.
Correct Answer True
Your Answer True
Select The Blank
Your Answer Quality
True/False
TQM & HR
Correct Answer True
Your Answer True
True/False
Question The control of enviromental aspect Life side analysis.
Correct Answer True
Your Answer True
Question Which is not pillar of TQM
Correct Answer Finance
Your Answer Productivity
Your Answer Process is not capable
Question If some activity are outsourced :Correct Answer Vendors are assessed on predetermined criteria , Procedure to be
Your Answer Vendors are assessed on predetermined criteria , Procedure to be
True/False
must be reviewed every monthefor any changed aspects and
impacts.
Your Answer False
product
True/False
Question TQM approach is based on Participation.
Correct Answer True
Your Answer True
TQM & HR
Question ISO 14001 is the management representative, responsible for :Correct Answer Planning and implementing policy
True/False
Correct Answer True
Your Answer True
Match The Following
Dimension Physical facility Physical facility
Service characteristic Vary from time to time . Vary from time to time.
Customer satisfaction survey To assess customer satisfaction level To assess customer
satisfaction level
Poor service is due to Inadequate resource Inadequate resource
Your Answer Customer satisfaction , People involvement , Policy management
True/False
Correct Answer True
Your Answer True
Select The Blank
Select The Blank
Question ISO - 9000- 1994 is ________
Your Answer Model for quality Assurance
Your Answer It brings significant organisational changes
Question The inviromental policy must :-
TQM & HR
Correct Answer Comply with legislation , Commits to prevention of pollution , Be
Relevant to the activity
Your Answer Be Relevant to the activity , Comply with legislation ,Commits to
True/False
Correct Answer True
Your Answer False
Select The Blank
Your Answer Waste
Select The Blank
Your Answer Service
Select The Blank
Correct Answer Decision point
Your Answer Decision point
Select The Blank
Question Range is :Correct Answer Difference of minimum & maximum
Your Answer Diff of highest & lowest
Your Answer Customer service , New product , Profit & loss
Correct Answer Supplier satisfaction
Select The Blank
Match The Following
MBQA is eligible for Manufacturing organization Manufacturing organization
Malcolm baldring award seeks improvement in Quality & productivity Quality &
productivity
European quality award is for Improving efficiency Improving efficiency
TQM & HR
Common elements of winners are Senior management was activity involved Senior
management was activity involved
Question Enviromental impact is :Correct Answer Any change to envioment resulting from organization activity
Question Quality planning is :Correct Answer Prevention cost
Select The Blank
Select The Blank
Your Answer Adequate
tqm n hr
True/False
level
Your Answer True
Select The Blank
True/False
Correct Answer True
Your Answer True
Your Answer Continual improvement , Prevention of defect , Service
****************************************************
TQM & HR
Your Answer Frequency Distribution tool , Data analysis tool
enviroment
Your Answer The organisation which adopts it , Adjacent property owner &
enviroment
Select The Blank
Your Answer Must have record of document
Your Answer 80 % Of total problem , 80 % Of causes.
Your Answer Customer need , Marketability of product
True/False
Correct Answer True
Your Answer True
Your Answer Formulation stage , Maintenance stage , Implementation stage
TQM & HR
Select The Blank
Your Answer Estimated
Select The Blank
True/False
Correct Answer True
Your Answer True
Select The Blank
True/False
Correct Answer True
Your Answer True
Your Answer Organisation & employee
Your Answer The sequence of operation & interaction of process
True/False
Correct Answer True
Your Answer True
Select The Blank
Question Internal audits to be conducted to check the :Correct Answer Conformance to ISO - 14001 , Conformance of system for
Your Answer Conformance of system for effectiveness , Management review
Match The Following
TQM & HR
Process is managed level Performance is model respectable Process is controlled
Critical process maturity concept include Process capability Process capability
Managed level of process Process is controlled Performance is model respectable
CMM is Capability maturity Capability maturity
Your Answer Company
Select The Blank
Your Answer Fitness for use
Select The Blank
Select The Blank
of________
Select The Blank
Select The Blank
Your Answer Direction of flow
True/False
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
True/False
TQM & HR
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
True/False
Correct Answer True
Your Answer True
Your Answer Long term improvement
Match The Following
The quality manual have Level 3 Level 3
The process mapping The sequence of operation & interaction of process The
sequence of operation & interaction of process
The role of management in QMS To provide resources To provide resources
Activities outsourced Vendors are assessed based on predetermined criteria Vendors
are assessed based on predetermined criteria
Your Answer Japan
Your Answer Process monitoring tool
True/False
Correct Answer True
Your Answer True
TQM & HR
of the system
Your Answer To provide Resources , To monitor the effectiveness of the system , To
provide mission
Your Answer The process of controlling environmental system
Select The Blank
Your Answer Contains Planing aspect
Your Answer Demonstrate effectiveness of system , To analyses , To preserve it
***************************************
Select The Blank
Select The Blank
True/False
Correct Answer True
Your Answer True
Your Answer Quality
TQM & HR
True/False
Correct Answer True
Your Answer True
Your Answer Competence of personnel performing work affective quality , Evaluale
Your Answer Long term performance of process
Select The Blank
Select The Blank
Select The Blank
________.
Your Answer IS0-9000
Select The Blank
product
TQM & HR
True/False
Correct Answer True
Your Answer True
Match The Following
Circle symbol Binging or end of operation Binging or end of operation
Pareto analysis is Data analysis told Data analysis told
LCT means Lower control limit Lower control limit
Your Answer Totally honest & transparent , Providing consistent vision / direction
True/False
Correct Answer True
Your Answer True
Select The Blank
Your Answer Draw control chart
Select The Blank
Your Answer Quality Assurance
True/False
Your Answer True
Select The Blank
Your Answer Employee involvement
TQM & HR
Your Answer By reducing external failure cost , By reducing internal failure , By
avoiding inspection
Your Answer Culture , Management style , Devlopment , Policy management
True/False
Correct Answer True
Your Answer True
Match The Following
Tally chart is Data analysis told Data collection tool
True/False
Correct Answer True
Your Answer True
Your Answer Process capability of two side process with centre
Your Answer Improving profit
True/False
Your Answer False
True/False
Correct Answer True
Your Answer True
TQM & HR
Your Answer Consistence , Predictable , User friendly
Your Answer Luck of interaction between management & customer , Luck of
communication
Select The Blank
Your Answer Staff involvement
of system
Your Answer Evidence of conformity to requirement , Demonstrate effectiveness of
system , Easy understanding
Your Answer Prevention tool , Analysis tool , Correction tool
Select The Blank
Your Answer Time taken
Your Answer Unlimited thinking
***********************************************
TQM & HR
Correct Answer
Your Answer
True/False
Question Continual improvement which focusses on the improvement of of the
EMS, must be reviewed every monthefor any changed aspects and impacts.
Correct Answer
False
Your Answer
True
True/False
manner.
Correct Answer
True
Your Answer
True
Correct Answer
Appraisal cost
Your Answer
Appraisal cost
True/False
Question Business objectives are derived from mission statement.
Correct Answer
True
Your Answer
False
Your Answer
Question Cost of poor quality comprises :Correct Answer
Your Answer
Select The Blank
Correct Answer
Team work
Your Answer
Team work
Select The Blank
Correct Answer
Your Answer
Question Failure Mode & Effect analysis is used as :Correct Answer
Your Answer
Prevention tool , Correction tool
Question Corrective action means :Correct Answer
Your Answer
TQM & HR
Select The Blank
Question Rectangle represent ________ While plotting flow chart.
Correct Answer
Steps in Activity
Your Answer
Steps in Activity
Question The customer requirement to be reviewed :Correct Answer
Your Answer
Before supply of product , After supply of product
Select The Blank
Correct Answer
Small improvement
Your Answer
Small improvement
Detection of Defect
Your Answer
Detection of Defect
Question Common features of CMM is how to produce software product which are :Correct Answer
Your Answer
Question According to traditional thinking, quality improvement leads to :Correct Answer
Lower productivity
Your Answer
Lower productivity
Question What is quality policy?
Correct Answer
Your Answer
Select The Blank
Question Circle represent ________ while plotting flow chart.
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Circle symbol
Pareto analysis is
Data analysis told Data analysis told

LCT means
Lower control limit Lower control limit
TQM & HR
Correct Answer
Your Answer
Question Reliability of product means :Correct Answer
Your Answer
Performance over period , Post performance
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Software
Your Answer
Software
Question In statistical quality control, primary concern is :Correct Answer
Control
Your Answer
Control
Question TQM focuses on :Correct Answer
Customer
Your Answer
Employee
Question TQM approach is based on :Correct Answer
Participation
Your Answer
Participation
Question In quality Assurance primary concern is:Correct Answer
Co-ordination
Your Answer
Co-ordination
Question By adopting Tqm philosophy, it benefit to :Correct Answer
Your Answer
Question The process evaluation is to identify :Correct Answer
Your Answer
Match The Following
Question
Correct Answer
Your Answer
The management representative is responsible far Establishment & implementation

of QMS
The management review conducted
As & when required
As & when required
TQM & HR
implementation of QMS
Enhancing customer satisfactionEstablishment &
Responsibility for quality objective
Top management
Top management

Question The evaluation & selection of vendor :Correct Answer
Your Answer
Question The records shall be maintained to provide :Correct Answer
Evidence of conformity to requirement , Demonstrate effectiveness
of system
Your Answer
Evidence of conformity to requirement , Demonstrate effectiveness
of system
Question The management representative is responsible for :Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Your Answer
Question According to she wart, types of variation are :Correct Answer
Your Answer
True/False
Correct Answer
False
Your Answer
False
Select The Blank
Question Intangibility is ________.
Correct Answer
Service is intangible
Your Answer
Variation in service
True/False
Question The need for TQM is due to Cut throat competition.
Correct Answer
True
Your Answer
True
TQM & HR
Question The management review is carried :Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Question Strategic quality management means :Correct Answer
Your Answer
True/False
Question Documents in company are controlled by Management Representatives.
Correct Answer
True
Your Answer
False
Question In TQM "Total" refers to :Correct Answer
Total organisation
Your Answer
Total organisation
******************************************
True/False
Correct Answer
False
Your Answer
False
Question The management representative is responsible for :Correct Answer
Your Answer
Question According to Deming, Quality problems are :Correct Answer
Due to management
Your Answer
Due to management
Correct Answer
Your Answer
Customer service , Supplier chain , New product
Select The Blank
Question The TQM approach is based on employee's ________.
Correct Answer
Participation
Your Answer
Involvement
Question The ISO is based on :Correct Answer
Your Answer
TQM & HR
Correct Answer
Your Answer
Question Mission conveys the massage about what & who is :Correct Answer
Company
Your Answer
Company
Question Continual improvement is in :Correct Answer
Your Answer
Enviromental objective , Corrective action , Sales
Question If some activity are outsourced :Correct Answer
Your Answer
Question Environment policy must contain :Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Top management
Your Answer
Top management
Question The customer requirement to be reviewed :Correct Answer
Your Answer
Before supply of product , Before commitment of supply of
product , After Receiving pox.
Question Lead assessor is :Correct Answer
Your Answer
Select The Blank
Correct Answer
Your Answer
Select The Blank
Question When the process is in mature stage, it means ________.
Correct Answer
Process is defined
Your Answer
Process is under control
TQM & HR
Your Answer
Enhancing customer satisfaction , Delighting customer , Satisfying
customer
Select The Blank
Correct Answer
Appraisal cost
Your Answer
Manufacture cost
Correct Answer
Your Answer
Question Leadership style from top to bottom is :Correct Answer
Your Answer
Providing consistent vision / direction , Only direction from top
Select The Blank
Correct Answer
Decision point
Your Answer
Decision point
True/False
Question Failure mode & effect Analysis is prevention tool.
Correct Answer
True
Your Answer
True
Question Gap 5 is :Correct Answer
Your Answer
Select The Blank
Correct Answer
Direction of flow
Your Answer
Direction of flow
True/False
Question Quality policy is defined by employee of organisation
Correct Answer
False
Your Answer
False
True/False
Question The difference of USL & LSL is range.
Correct Answer
False
Your Answer
False
Detection of Defect
Your Answer
Detection of Defect
Select The Blank
TQM & HR
Correct Answer
Your Answer
Question Current quality concept is :Correct Answer
Your Answer
Continual improvement , Prevention of defect , Service
Match The Following
Question
Correct Answer
Your Answer
Circle symbol
Pareto analysis is
Data analysis told Data analysis told

LCT means
Lower control limit Lower control limit

Question Cost of quality includes :Correct Answer
Your Answer
True/False
Correct Answer
False
Your Answer
False
Question What CPU indicates ?
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Select The Blank
Correct Answer
Your Answer
Failure Detection
True/False
Correct Answer
True
Your Answer
True
Question In TQM - M stands for :Correct Answer
Management
Your Answer
Management
Select The Blank
TQM & HR
Correct Answer
Your Answer
Calculated
Calculated

Question Competitive advantage will be achieved by :Correct Answer
Your Answer
Correct Answer
Your Answer
True/False
Correct Answer
True
Your Answer
True
Question HR policies must be correlated with :Correct Answer
Company vision
Your Answer
Quality policy
Match The Following
Question
Correct Answer
Your Answer
Dimension
Physical facility
Physical facility

customer satisfaction level
To assess customer satisfaction level
Inadequate resource

Question Ishikawa is the originator of :Correct Answer
Your Answer
Select The Blank
Question Rectangle represent ________ While plotting flow chart.
Correct Answer
Steps in Activity
Your Answer
Steps in Activity
True/False
Correct Answer
False
Your Answer
True
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The hard side of TQM involves: interpretation of data

Multi-disciplinary approach means: people from different discipline in

The environmental management system followed by organization is ISO14000.

The objective of ISO-9000 customer satisfaction.

ISO-14001 is: powerful management tool to be used by an organization

The role of management is: to provide resources; to define EMS, to

TQM & ISO both focuses on employee. False

Circle represents beginning or end of operation while plotting few charts.

Record may be: procedure to control its use

Dr. Deming believes that: quality & productivity walk in hands

Environmental impact is: any change to environment resulting from

Match the following:

Which are pillar of TQM: morale; delivery

Malcolm Baldrige national quality award is for (MBNQA): total quality

Dr. Demings contribution is in the field of: Quality

Cost of poor quality comprises: cost of internal failure; cost of external

Diamond represents decision point while plotting flow chart.

Type of waste are: waiting time; transport; processing waste

Corrective action means: action taken on detecting NC; action taken on

In quality assurance primary concern is: co-ordination

Continual improvement is in: environmental objective; audit result;

Reputation means past performance.

If some activity are outsourced: vendors are assessed on predetermined

Vendor assessment is: appraisal cost

Continual improvement which focuses on the improvement of the EMS, must be

ISO-9000-1994 is model for quality assurance. True

Any process is to be controllable.

The quality approach is potential failure prevention.

Value is for which customer is paying. True

Business objectives are derived from mission statement. True

Quality circle encourages employee participation. True

The documents of external origin: should be controlled separately

Match the following:

By adopting TQM philosophy, it benefits to: organization & employee

Quality means fitness for use.

Working together for excellence is team work.

Waste is the machine down time.

Dimensions of quality are: performance; feature; reliability

CMM is applicable to: software industry

The forms of histogram are: scatter; normal; skewed

A standard assures quality to customers.

Management is a science as well as an art. True

The control objectives and controls in ISO 17799:2005 is intended as a common

standard; effective security management practices; build confidence in

Organization thinking is revolutionary as has been the thinking on quality.

QMS documentation includes: processes and guidelines; manual; forms

Strategy formation starts with strategic goals. True

Each process area

components that describes what an

Quality is not an act, but a habit. True

Quality of offering means: QA department is aware of the inspection

ISO means international standards organization. True

TQM demands that it is for: change in the organizational culture and

Management process can ignore planning. False

In degree of institutionalization a process that accomplishes work to produce

ISO 27001 comprises of 115 pages.

Quality culture is: a need

Papio Food Pvt Ltd is a vegetable processing plant located 20 km from

TQM is: is a system of educating people on quality

Match the following:

Each plan contributes to Vision.

Number of ISO members countries are: 176