GE8077- Total Quality Management
UNIT I- INTRODUCTION
Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic
concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer
orientation, Customer satisfaction, Customer complaints, Customer retention.
PART A (15 x 1 = 15 marks)
1
Define Quality (Q) = __________. Where, P – Performance & E - Expectations
b
c
d
2
a
b
c
d
P/E
P*E
P+E
P–E
Total Quality Management (TQM) focuses on ___________.
Employees
Customers
Employees & Customers
Management
3
Choose the responsibility for quality objective, ___________ Management
a
b
c
d
Quality
Frontline
Middle level
Top level
4
“Quality is Fitness free” is the term Coined by _________
a
b
c
d
5
a
b
c
d
6
a
b
c
d
7
a
b
c
d
Joseph Juran
Crossby
Deming
Shewart
According to Deming, Quality problems are due to ________.
Machine
Materials
Supply
Management
_______ helps organization reduce employee turnover and absenteeism
Training and Development
Job Design
Salary revision
Incentive
Quality Trilogy includes______________
Quality planning
Quality Definition
Quality enhancement
Quality Cost
a
GE8077- Total Quality Management
8
Quality Planning __________
a
b
c
Identifies the customer
Choose units of measurement
Take action on the difference
Provide Remedies
d
9
a
b
c
d
10
a
b
c
d
11
a
b
c
d
12
a
b
c
d
13
a
b
c
d
14
a
b
c
d
15
"Quality is defined by the customer" is
An unrealistic definition of quality
A user-based definition of quality
A manufacturing-based definition of quality
A product-based definition of quality
After E.deming, who is considered to have the greatest impact in quality
management?
Kauro Ishikawa
Joseph M. Juran
W.E. Deming
Genichi Tagucchi
Quality practices must be carried out ______________
At the start of the project
Throughout the life of the project
At the end of the project
No need to carry out quality practices
Based on his 14 Points, Deming is a strong proponent of ______________.
Inspection at the end of the production process
An increase in numerical quotas to boost productivity
Looking for the cheapest supplier
Training and knowledge
______________ is the set of activities that ensures the quality levels of products
and services are properly maintained and that supplier and customer quality
issues are properly resolved
Quality Assurance
Quality Planning
Quality Control
Quality Management
Which of the following is not a target of Total Quality Management?
Customer Satisfaction
Reducing manpower
Continuous Cost Reduction
Continuous Operational Improvement
__________ are the areas that will be covered by the organization's processes
GE8077- Total Quality Management
a
Process areas
b
Product areas
c
Private areas
d
Preset areas
PART B (10 x 2 = 20 marks)
1
“Total Quality Management approach of an organization, centered on quality,
based on the participation of all its members and aiming at long-term success
through customer satisfaction, and benefits to all members of the organization
and to society” is a definition coined by
a
Indian Statistical Institute
b
c
d
Total Quality forum of USA
E.Deming
ISO
Which of the following is correct option for given statements about TQM?
Statement 1: Design of the formal system is a one time effort.
Statement 2: TQM is a management philosophy. (T – TRUE, F – FALSE)
2
a
b
c
d
3
a
b
c
d
4
a
b
c
d
5
F,F
F,T
T,T
T, F
Match the following
A. Dr. Deming believes
1. Common causes
B. Ishikawa development
2. To prevent defect
C. Type of variation is due to
3. Cause & effect diagram
D. Crosby’s objective of quality
4. Histogram
A-3, B-2, C-1, D-4
A-2, B-3, C-4, D-1
A-2, B-3, C-1, D-4
A-4, B-3, C-1, D-2
Quality approach
- Productivity quality - cost -Delivery
Pillar of TQM
- Continual improvement management
Need for TQM is due
- Employee
TQM focuses on
- Cut throat competition
The correct order is
A-2, B-1, C-4, D-3
A-1, B-2, C-4, D-3
A-2, B-1, C-3, D-4
A-2, B-4, C-1, D-3
Kano model is useful for
GE8077- Total Quality Management
User Conferences for the end users
a
Identifying Customer Needs
b
Government Laboratory Data
c
Simulate user experiments.
d
6
Which of the following is NOT a common way to collect customer needs?
Customer Surveys, focus groups , market research programs and studies
a
Compare performance with competitors
b
Routine communications, such as sales and service calls and reports
c
Tracking customer complaints,incident reports,letters and telephone contacts.
d
7
a
b
c
d
8
a
b
c
d
9
a
b
c
d
10
a
b
c
d
Which among the following a NOT a step involved inCROSBY s quality
improvement?
Build awareness of the need and opportunity
Take actions to correct Problems identified through previous steps
Hold a zero defects day to reaffirm management commitment
Encourage individuals and groups to set improvement goals
Evidence based decision making is a principle that includes
Ensure that people’s ability are used
Model Organization Values
Meet Customer requirements
Balance data analysis with practical experience
Current Quality Concept is
i. Increase in production
ii. Continual improvement
iii. Prevention of defect
i&ii
i&iii
ii&iii
i,ii&iii
The fourth absolute of a quality defined by Crosby is
The definition of quality is conformance to requirements ,not goodness
The measurement of quality is the price of non-conformance ,not indexes
The performance standard must be zero defect, not”that’s close enough”
The system for causing quality is preventive, not appraisal.
GE8077- Total Quality Management
UNIT II- TQM PRINCIPLES
Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation,
Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating
PART A (15 x 1 = 15 marks)
1
According to Maslow human motivation is a hierarchy of ____________ needs
a
Physiological, Esteem, Logical
b
c
d
Physiological, Societal, Personal
Physiological, Social, Safety
Physiological, Self-actualization, Biological
Kaizen is a _________ process, the purpose of which goes beyond simple
productivity improvement.
Weekly
Daily
Monthly
Annual
2
a
b
c
d
3
Inspection is part of the ______________
a
b
c
quality control
Quality Planning
Quality improvement
Quality circle
d
4
Which 5S phases focuses cleaning of work place?
a
b
c
SEIRI
SEITON
SESISO
SEIKETSU
d
5
a
b
c
d
6
a
b
c
d
7
What are the core principles of the TQM in a company-wide effort?
Customer and process orientation only
Continuous improvement only
Process orientation and continuous improvement only
Continuous improvement, process and customer orientation
Vision states___________________.
Where the workers want to go after work
Whether we should use SPC
Whether we should use inspection
Where the company wants to be in the long run
A Persons feeling of pleasure which results in products performance that match
expectations is called ___________________.
GE8077- Total Quality Management
Customer Satisfaction
a
b
c
d
Customer Retention
Customer Focus
Dissatisfaction
8
What does the Japanese word SEIRI refers to?
a
b
c
d
9
a
b
c
d
Self Discipline
Systematic arrangement
Sorting out
Sweep
QFD stands for ______________.
Quantity for deployment
Quality for deployment
Quality function deployment
Quality for decision
_____________ is a Japanese word which means continuous improvement or
improvement over improvement.
Kaizen
Kairyo
Seiketsu
Keirestu
__________provides both customer and supplier the much needed environment
to achieve the planned objective.
10
a
b
c
d
11
a
b
c
d
12
a
b
c
d
13
a
b
c
d
i.
14
ii.
iii.
a
b
c
d
Trust
Long-term Commitment
Continuous Improvement
Increased Efficiency
______________ is the use of only one supplier for the organization.
uni sourcing
Single sourcing
Multiple Sourcing
Sole Sourcing
Which one of these is not part of the 5s ?
System
Sort
Set in order
Standardize
While setting Goal, following things to be consider.
i. Customer need
ii. Marketability of product
iii. Organization need
i only
i&ii
ii&iii
i,ii,iii
GE8077- Total Quality Management
15
a
b
c
d
In which stage of supplier selection Performance of the supplier is evaluated
mainly on the basis of quality and promptness in delivery is done ?
Survey Stage
Enquiry Stage
Negotiation Stage
Experience Stage
PART B (10 x 2 = 20 marks)
1
a
Two suppliers A and B deliver the same raw materials for production company
Z. The price offered by supplier A is less compared to the price offered by
supplier B. The quality of both the raw materials is the same. Which supplier
should the company choose considering other factors remaining the same for
both of them?
Supplier A
a
b
c
d
Supplier B
Both of them
None of them
Continuing leadership between a buying firm and a supplying firm involving a
commitment over an extended time period, an exchange of information, and
acknowledgement of risks and rewards is termed as ______
Long –term Commitment
Shared Vision
Partnering
Relationship development.
3
The requirements of Reliable supplier rating includes _______________
a
b
c
d
Survey Stage, Enquiry Stage, Negotiation Stage ,Experience stage
Survey Stage, Enquiry Stage, Sourcing stage, Experience stage
Partnering Stage Negotiation Stage ,Experience stage
Rating stage Enquiry Stage, Negotiation Stage ,Sourcing stage
Match the following group 1 items with group 2 items
b
c
d
2
4
a
b
c
d
5
a
1. Sort -------------------------------------------------- A. Seitan
2. Set in order ----------------------------------------- B. Seiketsu
3. Shine ------------------------------------------------ C. Seiri
4. Standardize ---------------------------------------- D. Seiso
1 – D, 2 – A, 3 – B, 4 – C
1 – C, 2 – A, 3 – D, 4 – B
1 – B, 2 – C, 3 – A, 4 – D
1 –A, 2 – C, 3 – D, 4 – B
According to Maslow’s hierarchy of needs, which of the following does not belong to
safety needs?
Protection from fire and accident
GE8077- Total Quality Management
Lack of economic security involving health and insurance
b
The desire for an orderly and predictable environment
c
The desire to know the limits of acceptable behaviour
d
6
a
b
c
d
7
a
b
c
d
8
a
b
c
d
9
a
b
c
d
10
a
b
c
d
Two suppliers A and B deliver the same raw materials for production company
Z. The price offered by supplier A is less compared to the price offered by
supplier B. Which supplier should the company choose?
Supplier A
Supplier B
Both of the suppliers A & B
Depends on other factors like quality
Which of the following is an incorrect way of providing recognition in an
organization?
Create a ‘best ideas of the year’ booklet
Feature the quality team of the month
Develop a ‘behind the scenes’ award
Feature the worst performer of the month
Performance Appraisal is also known as _________ or __________
Performance review, Annual review
Performance review, Loss review
Loss review, Annual review
Discount review, Loss review
Kaizen works well in _________ and Kairyo works well in ___________
Slow-growth economy, fast-growth economy
Fast-growth economy, slow-growth economy
Fast-growth economy, fast-growth economy
Slow-growth economy, slow-growth economy
Which of the following is not an advantage of the performance appraisal system?
Managers can assign the right job to the right employee based on his/her skills
Employees can assess their performance
Employees can compare their performance with fellow colleagues
Employees feel demotivated after assessing their performance
GE8077- Total Quality Management
UNIT III- TQM TOOLS AND TECHNIQUES I
The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology, applications to
manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages,
Types.
PART A (15 x 1 = 15 marks)
1
a
Who among the following suggested seven quality tools for controlling quality?
Juran
2
a
b
c
d
Kaoru Ishikawa
Dr. W. Edward Deming
Feigenbaum
Which type of chart uses the rule of 20:80?
Cause and effect chart
Pareto chart
fish bone diagram
control chart
3
Benchmarking determines____________
a
b
c
d
Customer requirements
How company is doing relative to others
Getting ISO 9000 audit done
Process capability
4
Cause-effect diagram is used in_________
a
b
c
d
5
a
b
c
d
Problem identification
Vendor surveys
Problem analysis
Negotiating with unions
Fishbone diagrams are drawn_________
To find customer needs
To find the cost of quality
To brainstorm causes of an effect
To screen workers’ suggestions
Control chart is
I Process monitoring tool
II Process control tool
III Process planning tool
b
c
d
i.
ii.
6
iii.
a
b
c
d
7
iv.
a
b
v.
i only
i & ii
ii& iii
i, ii & iii
All the factors that might contribute to a production problem must be
discovered. Which among the following problem-solving tools might be the best
choice?
Pareto diagrams
Fishbone diagrams
GE8077- Total Quality Management
c
vi.
Histograms
d
vii.
Control charts
8
a
viii.
b
ix.
c
x.
d
xi.
9
a
b
c
d
10
a
b
c
d
11
a
b
c
d
12
a
b
c
d
13
a
b
c
d
14
a
b
c
d
15
Theysetvery clear scope for all Six Sigma projects. They are responsible for
approving any changes to the scope of the project
Six Sigma Deployment Leader
Champion
Black Belt
Green Belt
What is another name of fishbone diagram?
Taugchis diagram
Cause and effect
Kaizen
Poka yoke diagram
____________is a form for systematic data gathering and registering to get a
clear view of the facts .
Check sheet
Delivery Sheet
Cheat Code
Invoice
____________ is a bar chart showing a distribution of variable quantities or
characteristics
Pareto chart
FMEA
Histogram
Scatter Diagram
____________diagram which is a component of regression analysis uses a
simple graphical device that depict the relationship between two variables.
Scatter Diagram
Cause and Effect Diagram
Control Chart
Pareto Chart
Which tool is used to analyse the effects of a failure of individual components on
the system?
FTA
FMEA
Quality circles
Fool proofing
What is arrow diagram in TQM?
A diagram used to plan the most appropriate schedule
Diagram shows the relationship strength between the variables
Used large amount of data and organise it on the basis of natural relationship between
items
Diagram showing the sequencing and inter relationships between factors
Which of the following type of histogram represents two normal distributions with
two peaks in the middle?
GE8077- Total Quality Management
Double-peaked
a
Bell-shaped
b
Plateau
c
Edged peak
d
PART B (10 x 2 = 20 marks)
1
The acronym DMAIC stands for
a
Develop ,Metrics, Analyse, implement, contain
Define, measures, analyse, improve, control
Define, measures, analyse, improve, control
Develop ,Metrics, Analyse, implement, control
Match the following
b
c
d
2
a
b
c
d
3
a
b
c
d
4
a
b
c
d
5
a
b
c
d
A. Dr. Deming believes
1. Histogram
B. Ishikawa development
2. Common causes
C. Type of variation is due
to
3. Cause & effect
diagram
D. Crosby’s objective of
quality
4. To prevent defect
A-4, B-3, C-1, D-2
A-3, B-4, C-2, D-1
A-4, B-3, C-2, D-1
A-4, B-2, C-3, D-1
A welding shop receives a lot of complaints about poor quality solder joints. How
could you analyze it using the Tools of Quality?
ANOVA
Cause and Effect Diagram
Control Chart
Bar Graph
The seven basic quality tools focus on the __________ aspect and the new seven
management tools focus on the ______ aspect.
Quantitative, numerical
Numerical, quantitative
Quantitative, qualitative
Qualitative, quantitative
Which of the following is not a cause of poor marks of class 12 students in board
exams after studying the cause and effect diagram?
Improper teaching
Lack of seriousness of students due to distractions
Too much focus on competitive exams
Extremely hot climate in the area
GE8077- Total Quality Management
6
A scatter diagram represents the relationship between _________ and ________
Cause, effects
a
Cause, problem
b
Effects, output
c
Production, productivity
d
7
a
b
c
d
8
a
b
c
d
9
a
b
c
d
10
a
b
c
d
The horizontal lines above and below the centre line in control chart are known
as _________ and ________ respectively.
Upper control limit, lower control limit
Lower control limit, upper control limit
Upper control limit, medium control limit
Lower control limit, medium control limit
In a matrix data analysis diagram, two different brands are compared. Brand 1
is having the coordinates (40,6) and Brand 2 is having the coordinates (40,-6). Xaxis is the cost of the item and Y-axis is customer satisfaction. Which brand
would you prefer?
Brand 2
Brand 1
Both are equally preferred
Can’t be determined
Brand 1 and Brand 2 have the same x-component i.e. 40. So, the cost of the item is
equal for both the brands. But, Brand 2 has a negative y-component i.e. -6 whereas
Brand 1 has a positive y-component i.e. 6. So, Brand 1 has a positive customer
satisfaction and Brand 2 has a negative customer satisfaction. Therefore, Brand 1 is
preferred.
In which form of benchmarking is comparison of a business process done with a
similar process within the organization?
Internal benchmarking
Competitive benchmarking
Functional benchmarking
Generic benchmarking
A particular product has been given the following rankings for calculating RPN
while preparing FMEA chart, S=10, O=2, D=2. What is the value of RPN
20
10
40
2
The RPN is the product of Severity, Occurrence and Detection rankings. Therefore,
RPN=S*O*D, or RPN=10*2*2=40.
GE8077- Total Quality Management
UNIT IV- TQM TOOLS AND TECHNIQUES II
Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, improvement
needs - Performance measures.
PART A (15 x 1 = 15 marks)
1
a
Which technique is used to relate complex cause and effect relationships?
Affinity diagram
b
c
d
2
a
b
c
d
Pareto diagram
Scatter diagram
Interrelationship diagram
3
A __________ diagram Shows the location of defects in any unit.
a
b
c
d
Affinity
Relations
Defect Concentration
Scatter
4
_________ is used to identify what might go wrong in a plan under development.
a
b
c
d
Pareto Chart
PDPC
Arrow Diagram
Matrix Diagram
Juran ‘s Quality Management Philosophy is based on three pillars namely planning,
Control and ___________.
Implementation
Improvement
Monitor
Design
5
a
b
c
d
6 a.
a
b
c
d
xii.
7
a
b
c
d
xiii.
8
a
b
What is the formula for process capability index?
(1-K)Cp
(1+K)Cp
(1-Cp)K
(1+Cp)K
For a point in the control chart to be out of the control , it must lie
Above UCL or Below LCL
Between Central Line and LCL
Between Central Line and UCL
None of the above
The main aim of QFD is to
Listen to the voice of customer
Lower cost
Reduce errors
Reduce supplier defect
When the number of defects is low, which among the following is true .
We should use c or u chart
Most samples will have non-zero defects
GE8077- Total Quality Management
Create a time between occurrence control chart
c
None of the above
d
9
Arrow diagram in TQM is
A
diagram used to plan the most appropriate schedule
a
Diagram shows the relationship strength between the variables
b
Used large amount of data and organise it on the basis of natural relationship between items
c
Diagram showing the sequencing and inter relationships between factors
d
__________ is a powerful tool for breakthrough improvements ,starting all over again
10
from the scratch .
a
Reengineering
b
Benchmarking
c
Profiling
d
Best in Class
___________ is one where numerical data is used instead of symbols indicating the
11
existence and strength of a relationship.
a
Matrix Data Analysis Diagram
b
Tree Diagram
c
Affinity Diagram
d
Arrow Diagram
___________is a holistic approach to equipment maintenance that strives to achieve
12
perfect production.
a
Signal to Noise Ratio
b
Total Productive Maintenance
c
QLF
d
Performance Measures .
13
Performance indicator for the Customers are indicated by the ______
a
Productivity
b
Throughput
c
Service Rating
d
Customer Satisfaction Index
____________ are prizes awarded for some aspect of quality performance which has
14
been demonstrated to an organization which normally has no responsibility for the
recipient’s performance.
a
Performance Measures
b
Quality Awards
c
Process Capability Index
d
QLF
15
QFD is a method for
a
Controlling quality in restaurants
b
Finding out what customer wants
c
Translating customer needs to product specs
d
Quality circles
GE8077- Total Quality Management
PART B (10 x 2 = 20 marks)
1
a
__________ is defined as keeping the running plant and equipment at its highest
productive level with the co-operation of all areas of the organization.
Predictive Maintenance
a
b
c
d
Preventive Maintenance
Total Inventive Maintenance
Total Productive Maintenance
Overall Equipment Effectiveness is an aspect with ______.
Predictive Maintenance
Preventive Maintenance
Total Productive Maintenance
Total Inventive Maintenance
Quality Loss Occurs when a products deviates from target or nominal value.
Deviation Grows, then Loss increases is _______ statement.
Taguchi N shaped Loss Function Curve
Taguchi U shaped Loss Function Curve
Taguchi V shaped Loss Function Curve
Taguchi L shaped Loss Function Curve
4
Taguchi Methods is a statistical methods developed largely by ______.
a
b
c
d
Hamilton Taguchi
Genichi Taguchi
Albert Taguchi
John V Taguchi
Quality Function Deployment is a planning tool used to _____.
Reduce Error Occurrence
Customer Care
Dealers Satisfaction
Customer Fulfillment
To Improve Customer satisfaction _________.
Creates focus on customer requirements
Decreases midstream design changes
Limits post introduction problems
Avoids future development redundancies Promotes Team Work
To Reduce Implementation Time __________.
Uses competitive information effectively
Prioritizes resources
Avoids future development redundancies Promotes Team Work
Identifies items that can be acted upon
b
c
d
2
a
b
c
d
3
5
a
b
c
d
6
a
b
c
d
7
a
b
c
d
8
a
b
c
d
9
To implement Documentation __________.
Limits post introduction problems
Rational for design
Creates communication
Uses competitive information effectively
The loss imparted by the product to society from the time the product is shipped
GE8077- Total Quality Management
a
b
c
d
10
a
b
c
d
is defined by _______.
Total Productive Maintenance
House of Quality
Taguchi Loss Function
Quality Loss Concept
Which one is not a Quality loss functions
Average - the - better.
Nominal - the - best
Smaller - the - better.
Larger - the - better.
GE8077- Total Quality Management
UNIT V- QUALITY MANAGEMENT SYSTEM
Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-Specific Standards—AS 9100, TS16949 and TL
9000-- ISO 9001 Requirements—Implementation— Documentation—Internal Audits—Registration- ENVIRONMENTAL
MANAGEMENT SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO 14001—
Benefits of EMS.
PART A (15 x 1 = 15 marks)
1
Which among the Following is not a national award?
a
The Deming Prize
The UK Quality Award
The Golden Peacock National Quality Award
The Rajiv Gandhi National Quality Award.
The process of Performance Evaluation where an organization should identify the
‘what’,’how’, and when is _____________
Monitoring ,Measurement,Analysis and Evaluation
Management Review
Internal Audit
Documentation
b
c
d
2
a
b
c
d
3
a
b
c
d
4
a
b
c
d
5
a
b
c
d
6
a
b
c
d
7
a
b
c
___________ gives details of how individual work processes( like machining, welding
,casting, etc.), are carried out within a company
Quality System Procedures
Work Instructions
Quality Policy Manual
Record
___________standard applies to all telecom manufacturers and suppliers engaged in
the design ,development, production, delivery, installation and maintenance of
telecommunication products and services.
AS9100
TS16949
TL9000
IATF16949
Which among the following don’t belong to Audit Performance Stage ?
Open/entry meetings
Audit schedules
Audit Process
Audit Deficiencies
_______ helps organization reduce employee turnover and absenteeism.
Job design
Training & development
Wage revision
All of the above
The objective of ISO-9000 family of Quality management is
Customer satisfaction
Employee satisfaction
Skill enhancement
GE8077- Total Quality Management
Environmental issues
d
Match the Following
8
a
b
c
d
9
a
b
c
d
10
a
b
c
d
11
a
b
c
d
12
a
b
c
d
13
a
b
c
d
14
a
b
c
d
15
A. ISO emphasis on
1. ISO – 9000 -2000
B. ISO
2. Qualified personnel
C. Lead assessor
3. International organization for standard
D. ISO currently in use
4. Prevention
A-4, B-2, C-3, D-1
A-4, B-3, C-1, D-2
A-4, B-3, C-2, D-1
A-3, B-4, C-2, D-1
A problem definition should include
Names of members of the team
What the problem is and what it is not
Who was operating the machine that day
Ideas to solve the problem
ISO 14000 quality standard is related with
Environmental management systems
Automotive quality standards
Eliminating poor quality
Customer satisfaction
TQM & ISO both focuses on
Customer
Employee
Supplier
All of the above
Which award is presented to different organizations for quality and excellent
performances by president of USA?
Malcolm Balbridge National Award
Dr. W. Edward Deming National Award
US Excellence Award
None of the above
The standards (ISO 9000, 9001, and 9004) were intended to be advisory and
developed for use in _______.
Fault Finding
Law clearance
Maintenance
Auditing
The fourth edition of ISO 9001 was released in the year ________.
2006
2007
2008
2009
Demonstrating conformity of the QMS to customers, regulatory and
organizations own requirements.
GE8077- Total Quality Management
a
ISO 9000: 2005
b
ISO 9001 : 2008
c
ISO 9004 : 2000
d
ISO 9004 : 2005
PART B (10 x 2 = 20 marks)
1
Guidelines for Performance Improvement provided by __________.
a
b
c
d
2
a
b
c
d
ISO 9000: 2005
ISO 9001 : 2008
ISO 9004 : 2000
ISO 9004 : 2005
Design, Development, Production, Installation & Servicing is _______.
ISO 9001
ISO 9002
ISO 9003
ISO 9004
3
Production, Installation & Servicing is ______.
a
b
c
d
ISO 9001
ISO 9002
ISO 9003
ISO 9004
4
Inspection & Testing is _________.
a
b
c
d
ISO 9001
ISO 9002
ISO 9003
ISO 9004
Provides guidelines on the technical, administrative and human factors affecting
the product or services ________.
ISO 9001
ISO 9002
ISO 9003
ISO 9004
Choose Which one is NOT a benefit of ISO 9000 __________.
Achievement of international standard of quality
Value for money
Customer satisfaction
Need for trained personnel
Pitfalls of Successful Implementation of ISO 9000 ______.
Developing a system that does not represent what actually occurs
Write the Documents
Install the New System
5
a
b
c
d
6
a
b
c
d
7
a
b
c
GE8077- Total Quality Management
Management Review
d
8
a
b
c
d
9
a
b
c
d
10
a
b
c
d
Mention which is NOT a type of Audit ________.
Process Audit
Procurement Audit
Product Audit
System Audit
Choose Which one is NOT an Objective of Internal Audit ________.
To verify conformance to applicable standards
To verify effectiveness of the processes in the system
To identify opportunities to improve the system
Determine weak points
Environmental Performance Evaluation _________.
14011 Guidelines
14010 Guidelines
14031 Guidelines
14030 Guidelines