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CH 7

Performance Measures

MCQS
1. Final concept of TQM is___
a) performance measures b) procss improvement

c) customer satisfction

2. how many techniques for presenting performance measures.


a) Five

b) six

c) seven

3. MBNQA was created on ____


a) 1977

b) 1987

c) 1997

4. approach,deployment and result are dimensions of____


a) scoring system

b) self evaluation

c) performances

5.performances measures are used objective


a) six

b) seven

c) eight

6. A good metric compares the measurement ofto the total outcome.


a) production

b)suppliers

c) interest

7. cost and profit must .. an improved financial picture.


a) posted

b) reflect

c) relevent

8. Financial and accounting data are often presented too late to _____
a) actionable

b) require

c) effectively

9. percent of processes capable of Cp=2.0 is


a)flexibility

b) innovation

c) reliability

10. A cost program is a ..system.


a) pursuit

b)fire .fighting

c) comprehensive

11. 3rd quality cost category is_____


a) internal failure

b) appraisal

c) preventive

12.Incoming inspection would be appraisal ,whereas supplier certification would be

a)funcation

b) complaints

c) prevention

13.The most common analysis techniques are trend and _____


a) innovation

b) quality

c)pareto

14. The core value and concepts are embodied in ..____categories.


a) five

b) seven

c)six

15. The MBNQA provides a plan to keep improving all.


a) operations continuously

b)accurately

c)improvements

Short question
1) Describe any four objectives of performance measures.
2) Define
(a) Liabilities Costs
(b) Penalties
(c) User Goodwill
3) What is the business results in Sample Self Evaluation.

Long Question.
Define typical measurements in detail .

ANSWERS
1) a

6) c

2) b

7) b

11) a
12) c

3) b

8) a

13) C

4) a

9) c

14) b

5) b

Chapter no 8
MCQS

10) c

15) a

BENCHMARKING

1) benchmarking is a ___________ method


a) Dynamic

B) systematic

C) procedure

2) Benchmarking is an increasingly popular _____________.


A) Unit
B) measure
C) tool
3) quality standard I a common element of _________.
a)benchmarking

b)competencies

c) performance

4) the definition of benchmarking includes _________ element?


A) 4

B) 2

C) 8

5) Benchmarking isa tool to achieve a_____ objective


a) Competitive

b) efficient

c) poor

6) benchmarking partners provides a ____ model


a) Unplanned

b) working

c) quick

7) Benchmarking is _____
a) copyright

b) patents

c) cost efficient

8) EDI stands for


a) electronic data information
data interchange

b) electric data initiatives

9) which one of the following adapted the benchmarkng?


a)AT&T

B) Xeror

c)BTM

10) How many types of benchmarking


a) 2

b) 6 c) 3

11) Process benchmarking is also known as ___


a) generic

b) structural

c)productive

12)____ are the panel of benchmarking


a) comment card

b) tool group

c) focus group

13) IN bnchmarking manufacturing teams use ____ process


a) systematic

b) functional

c) statistical

c)electronic

14) Benchmarking is not a substitute for____


a) innovation

b) panacea

c) time

15) Benchmarking study reveals a ___ gap in performance


a) positive

b) neutral

c) negative

short question
1) what are the generic steps.
2) Define process benchmarking .
l0ng question
Q1. WHAT IS BENCHMARKING? EXPALIN THERE 3 TYPES?
ANS. DEF PAGE NO 207.TYPES PGE NO 214

CH 9
MCQS

INFORMATION TECHNOLOGY

1) Intellectual property includes____


a) Instant messaging software b) patent & copy rights
intelligence

c) artificial

2) Types of securities are___


a) Four

b) three

c) two

3) AOL is ____
a) Messaging software

b) video software

c) manufacturing software

4) Virtual e-commerce is a technique to let a customer experience an item____


A) During its purchased

b) before its purchased

c) after its purchased

5) MIS stands for


a) management information system
b) manufacturing international
system c) management international system
6) Small files placed on user drive ____ to track online movements.
a) Cookies

b) ERP

c) CAM

7) Paperless documentation are used by _____


a) Backward thinking organization
virtual teams

b) forward thinking organization

c)

8) The 4th step of web design is _____


a) Test the web design
hardware

b) implementation

c) selection of software &

9) Example of timeliness is______


a) AOLs

b) CAE

c) ERP

10) Government making use of internet to simplify processing of information know


as____
a) E-learning

b) E-commerce

c) E-government

11) Control of access to a computer that is physically connected to _____


a) Access security

b) transaction security

12) Cybercrime that effect the business

c) transmission security

a) Stealing of domain name

b) travel scams

c) credit card fraud

13) Work in process to develop the 3rd generation is _____


a) Digital variety

b) 2G

c) 3G

14) System that enable firms to complete on both cost & differentiation are____
a) B2B

b) B2C c) C2C

15) E-commerce divided B2c in how many categories


a) Three

b) four

c) two

ANSWERS
1) B

6) A

2) C

7) B

3) A

8) C

11) A
12) A
13) C

4) B

9) A

14) B

5) A

10) B

15) A

Short Question
1) Define three level of information technology . pg no 223
2) What are the advantages of programmed statistical software
packages. Pg no 228

LONG QUESTION
Q1:

Explain any five information quality issues?

ANS: page on 241

Chapter no: 10

Mcqs
1) The two party systems due to multiple audits can be extremely costly .This
practice is replaced by:
a)one party system
system

b)FDA system

c)third-party registration

2) The registration process include steps:


a)Document review
surveillance

b)Engineered system

c)follow-down

3) In documentation pyramid work instruction help to answer :


a) when

b)where

c)how

4) The basic thought when writing the documents is to create :


a)high standards

b)simplicity out of complexity

c) paragraph

5) During actual audit the objective is to :


a)analyzing data

b)QMS standards

c)collect evidence

6) In quality system registration third party known as :


a)marketer

b)retailer

C)registrar

7) The purpose of audit is to determine how well the quality system has been
implemented and :
a)maintained

b)changed

c)documentation

8) Preassessment is optional and not necessary when :


a)registration is complete
steps
c)internal audit done

b)a good job has been done in previous

9) Supply chain is defined as :


a)supplier_organization
customer

b)supplier_customer c)supplier_organization-

10) General documents include :


a)A quality manual b)paragraph

c)registration

110 Communicating the need to meet customer ,legal and regulatory expectations
is part of :

a) Management commitment

b)customer focus

c)quality

policy
12) Review input is a part of management review include information on :
a)production process
c)resource needs

b) result of audit and customer feedback

13) Controlled conditions for production and service provision include :


a)Use of suitable equipment
c)advertisement

b)availability of market

14) The effectiveness of QMS can be improve by:


a)audit and quality policy b)increase in sale

c)marketing strategy

15) That include in criteria for selecting a registrar :


a)must be a investor
regulatory agency

CH: 11
MCQS

b)must be a singer

c)approved by

ENVIRONMENTAL MANAGEMENT SYSTEM

1. The ISO completed the ____ management system in 1987.


a) Comprehensive

b) quality c) quantity

2. TC 207 has established __sub-committees.


a) six

b) four c) eight

3.The mission of TC207 is to develop ___ for an environmental management system.


a) standards

b) product

c) units

4.Which one of the following standards dont addressed the performance of product
& services.
a) ISO 14000

b) ISO 9001

c) ISO 9000

5.Organiztional Evaluation Standards are divided into ___ categories.

a) three

b) two

c) five

6. which of the standard focus on process rather than the product.


a) product evaluation standard b) Series standards
standard

c) organization evaluation

7. _____ is the global surrounding in which an organization operates.


a) Environment

b) Environmental aspect

c) Environmental objective

8. Environmental policy shows ____ in EMS.


a) Activities b) leadership

c) internal audit

9. Which area is not included in EMS planning.


a) environmental aspect

b) legal requirements c) document control

10. EMS implementation can seem like a time consuming & ____.
a) cheap

b)costly c) efficient

11. There are about 36000 organizations registered to ISO 14000 in ___ countries.
a) 85 b) 92 c) 78
12. The ISO 14001 standards assumes that cultural transformation occur
through____ involvement.
a) partnership

b) suppliers

c) employee

13. which one of the following is the global benefit of EMS.


a) improve government relations b) focus on prevention

c)remove trade barriers

14. what is the main purpose of EMS model.


a) Continual improvement b) maintain public relations
requirement

c) meetings customers

15. which of the following is not include in product life cycle assessment.
a) symbols b) goals & definitions

c) impact assessment

ANSWERS:
1) B
2) A
10) B
11) A
Short question

3) A
12) C

4) C
13) C

5) A
14 ) A

6) C
15) A

1) What are the objectives and target . pg no 301

7) A

8) B

9) C

2) Define EMS Audit. Pg no307


LONG QUESTIONS
Q1. Define EMS & write any 5 organizational benefits?
ANS: def on page 293 last paragraph & benefits on page 309

Quality Function Deployment

CHAP 12

MCQ
I.
II.
III.
IV.
V.

VI.
VII.
VIII.
IX.
X.
XI.
XII.
XIII.

QFD focus on
a ) retailers b) customers c) employees
Identification of action at interfaces belongs to.
a ) improve customer satisfaction b) promotes teamwork c) provides documentation
Random type of customers include :
A ) sales force b) focus group c) surveys
Affinity diagram include all steps except
A ) phrase the objective b) record all responses c) finding of solution
The ceiling of house of quality represents the :
A ) customer requirements b) relationship between technical descriptors c) technical
descriptors
In relationship matrix a solid circle represents
A ) strong relationship b) no relationship c) medium relationship
The prioritized customer requirements in the house of quality exists on
A ) right side b) left side c) floor
Importance of customer requirements depends upon
A ) customer column b ) product column c) manufacturing column
Ratio of the target value to the product rating given in customer competitive assessment
A ) sales point B) scale up factor c) absolute weight
Absolute weight = (_________)(sales up factor )( sales point )
A ) target value b) degree of difficulty c) importance to customer
The driving fotrce behind the QFD is
a ) customer dictates b) official desires c) customer expectations
The searched information of organization is
A ) random b) unsolicited c) solicited
Degree of technical difficulty os listed under
a )Roof of the house b) foundation of the house c) ceiling of the house

XIV.
XV.

Relationship matrix is filled by the


a ) QDF teams b) customers c) employees
In QFD process phase II is
a ) product planning b) process planning c) part development
1

6
11

a
a

7
12

a
c

8
13

a
b

9
14

b
a

10
15

c
c