Q#1: How can quality be computed?
(A) Expectation / Performance
(B) Performance / Expectation
(C) Performance + Expectation
(D) Performance – Expectation
Answer: (B) Performance / Expectation
Q#2: Should you forget the problem once solved?
(A) No, it might go wrong again
(B) No, there might still be ways to improve it
(C) Yes, and move on to next problem
(D) Yes, and maximize production
Answer: (B) No, there might still be ways to improve it
Q#3: Managers are not responsible for execution but for how work is done. This refers to:
(A) Operations management
(B) Quality management
(C) Scientific management
(D) Bureaucratic management
Answer: (C) Scientific management
Q#4: Customer value strategy includes all EXCEPT:
(A) Product characteristics
(B) Faster delivery
(C) Support services
(D) Attributes
Answer: (D) Attributes
Q#5: Who was the key internal stakeholder in old paradigm?
(A) Boss
(B) Supplier
(C) Customer
(D) Associates
Answer: (A) Boss
Q#6: Correct sequence of supply chain is:
(A) Transformation → Delivery → Resources
(B) Transformation → Resources → Delivery
(C) Delivery → Resources → Transformation
(D) Resources → Transformation → Delivery
Answer: (D) Resources → Transformation → Delivery
Q#7: Total quality refers to:
(A) Exceeding needs only
(B) Satisfying needs only
(C) Satisfying and exceeding expectations
(D) Handling expectations only
Answer: (C) Satisfying and exceeding expectations
Q#8: Focus of total quality approach is:
(A) Short-term profit
(B) Long-term profit and continuous improvement
(C) Irregular improvement
(D) Short-term continuous improvement
Answer: (B) Long-term profit and continuous improvement
Q#9: Continuous improvement means:
(A) Power system
(B) Data storage
(C) Gradual sustained change
(D) Future planning
Answer: (C) Gradual sustained change
Q#10: During 1990s, which sectors focused more on quality?
(A) Education only
(B) Health care only
(C) Education, health care, and government
(D) Government only
Answer: (C) Education, health care, and government