The document contains details about a quality management exam, including 20 multiple choice questions covering various quality management topics and concepts. It also describes a follow-up round that involves matching quality experts to their contributions and identifying people or companies from short clues and videos. The exam tests knowledge in areas like quality costs, quality planning tools, statistical process control, benchmarking, ISO standards, quality award programs, and contributions of important figures in the quality management field like Deming, Juran, Crosby, Ishikawa and Taguchi.
Go through the seven quality tools training quiz and compare, how much you have learnt from this online training of 7QC tools? The quiz has 15 multiple choice questions based on seven quality tools. Choose one answer out of the given choices for every question write these choices on a paper. After completing the quiz compare yourself with answer key in the end of quiz. Find yourself where you are in learning of 7 QC Tools. If you find your performance is not up to the mark then go again for the training of seven QC tools. You may do it as many times as you want. Improve your performance every time you go through the training.
The Seven Basic Tools of Quality (also known as 7 QC Tools) originated in Japan when the country was undergoing major quality revolution and had become a mandatory topic as part of Japanese’s industrial training program. These tools which comprised of simple graphical and statistical techniques were helpful in solving critical quality related issues. These tools were often referred as Seven Basics Tools of Quality because these tools could be implemented by any person with very basic training in statistics and were simple to apply to solve quality-related complex issues.
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
Quality comes at a price. It costs to adhere to the specifications. Not adhering to specifications has potential costs. Costs related to quality can be categorized in five types. What type of cost limits the errors in the project output to within an a.
Go through the seven quality tools training quiz and compare, how much you have learnt from this online training of 7QC tools? The quiz has 15 multiple choice questions based on seven quality tools. Choose one answer out of the given choices for every question write these choices on a paper. After completing the quiz compare yourself with answer key in the end of quiz. Find yourself where you are in learning of 7 QC Tools. If you find your performance is not up to the mark then go again for the training of seven QC tools. You may do it as many times as you want. Improve your performance every time you go through the training.
The Seven Basic Tools of Quality (also known as 7 QC Tools) originated in Japan when the country was undergoing major quality revolution and had become a mandatory topic as part of Japanese’s industrial training program. These tools which comprised of simple graphical and statistical techniques were helpful in solving critical quality related issues. These tools were often referred as Seven Basics Tools of Quality because these tools could be implemented by any person with very basic training in statistics and were simple to apply to solve quality-related complex issues.
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
Quality comes at a price. It costs to adhere to the specifications. Not adhering to specifications has potential costs. Costs related to quality can be categorized in five types. What type of cost limits the errors in the project output to within an a.
In this module we will learn what is Total Quality Management
(TQM), how we specific quality and measure quality costs,
examine tools and techniques and understand international,
Japanese and American quality audits and awards.
www.helpwithassignment.com
this MCQs of total quality management that we studies in our master degree in pharmaceutical analysis and quality control in the university of medical science and technology in Sudan Khartoum. i wrote this MCQs to help my classmates and other students that studies Total Quality Management.
Thanks for reading My Notes
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The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
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Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
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3. 1. Dell computer’s initiative to reduce the number
a)
b)
c)
d)
of times a hard drive was handled during
assembly is an example of:
cost reduction
vendor consolidation
process improvement
quality function deployment
4. 2. Management at Machine Limited want to
improve quality by comparing key aspects of its
operations against those of leading competitors.
The process it should follow to achieve this is:
a) Consultancy
b) Quality assurance
c) kaizen
d) Benchmarking
5. 3. Which name is associated with the phrase,
"quality is free"?
a. Deming
b. Crosby.
c. Baldridge.
d. Ishikawa.
6. 4. Costs of quality inspections, testing, test
equipment, and labs are examples of what type of
costs.
a. Internal failure
b. External failure
c. Appraisal
d. Prevention
e. Replacement
7. 5. What of the following is used as a tool for Plan
Quality process?
a) Cost-benefit analysis, cost of quality, control
charts, benchmarks.
b) Design of experiments, statistical sampling, flowcharting.
c) Proprietary and additional quality management
tools.
d) All choices are right.
8. 6. A technique used to identify quality problems
based on their degree of importance is
a. Deming
b. Pareto
c. Crosby
d. Juran
e. None of the above
9. 7. What technique used in Plan Quality chooses
certain parts of subject (processes, activities,
documents, products) for inspection?
A Flowcharting
B Benchmarking
C Statistical Sampling
D Design of Experiments
10. 8. Which of the following is a graphical re
presentation of Cause Effect analysis?
A Pareto diagram.
B Fishbone or Ishikawa diagram.
C Scatter diagram.
D Run chart.
11. 9. If a competitor's product offers the same benefits
at a lower price, then the competitor's product
provides:
A.higher value
B. lower quality
C. lower value
D. higher quality
12. 10. The Deming philosophy focuses on
improvements in product and service quality by:
A100 percent inspection
B reducing uncertainty and variability
C financial analysis
D separating the planning and execution functions
of management
13. 11. The ISO 9000 registration process includes all
of the following except:
A. Rectification
B. Document review
C. Pre-assessment
D. Assessment
14. 12. Viewing a McDonald's restaurant as composed
of order taking/cashier, grilling and food
preparation, drive through, purchasing, and
training processes is an example of:
A. Restaurant management
B. Systems thinking
C. Resource alignment
D. Strategic planning
15. 13. Which of the following is correct?
A. Perceived quality = actual quality - expected
quality
B. Expected quality = perceived quality - actual
quality
C. Actual quality = expected quality - perceived
quality
D. Perceived quality = expected quality - actual
quality
16. 14. Companies have utilized the Malcolm Baldrige
National Quality Award mostly for the purpose
of:
A. To gain government support
B. Prestige
C. Internal assessment and improvement
D. Advertising
17. 15. What type of control chart would be used to
monitor the number of defects in the output of a
process for making rope?
a. x-bar chart.
b. p chart.
c. c chart.
d. R chart.
18. 16. In 1987 congress established the _________
award which provided a seven category
framework ?
A. Malcolm baldrige national quality award
B. Deming award
C. The balzan prize
D. Golden peacock
19. 17.Cause and effect diagram
is also known as ____________
A. Quality circles
B. Fish bone diagram
C. Five force diagram
D. Kaizen diagram
20. 18. world’s first tractor
company to win Deming Award ?
a) Caterpillar
b) JCb
c) Eicher
d) Mahindra
e) Tata
21. 19.ISO /TS16949 is certification for
a. Automotive industry
b. Service industry
c. Manufacturing industry
d. Aviation industry
22. 20. The ability to accurately and dependably
provide a customer with what was promised
illustrates the service quality dimension of:
a. responsiveness
b. assurance
c. empathy
d. Reliability
23.
24. •One question for all the teams together, answers
have to be written on paper
•Each right answer carries 100 points
•Time limit 90 sec
•No negative marking
25. Match the following
1. Juran
2. Crosby
3. Taguchi
4. Ishikawa
5. Feifenbaum
6. Deming
7. Shewhart
A. Company wide quality control
B. Quality circles
C. Control charts
D. 14 points of management
E. Trilogy
F. Zero defect
G. Robust design
H. kaizen
26. Answers
1. Juran
2. Crosby
3. Taguchi
4. Ishikawa
5. Feifenbaum
6. Deming
7. Shewhart
E.
F.
G.
B.
A.
D.
C.
Trilogy
Zero defect
Robust design
Quality circles
Company wide quality control
14 points of management
Control charts
27.
28. Rules
Each team will get 2 questions
Direct answer 100 marks, with clue 50 marks
No passing
No negative marking
29. Who am I?
_________ developed
the Ishikawa diagram,
also known as the
fishbone or causeeffect diagram.
He was known for
popularizing the seven
basic tools of quality
and the philosophy of
total quality.
31. Who am I
_________ developed his
complete philosophy of
management, which he
encapsulated into his
“fourteen points” and the
“seven deadly diseases of
management”. He
advanced the state of
quality, originally based on
work done by Shewhart
with his explanations of
variation, use of
control charts, and his
theories on knowledge,
psychology and variation.
33. Who am I ?
_________ developed
the Plan, Do, Check, Act
(PDCA) cycle (known as
“Plan-Do-Study-Act” in
some circles, as well as
theories of process
control and the Shewart
transformation process.
35. Who am I ?
_________ developed
the quality trilogy –
quality planning, quality
improvement, and
quality control. Quality
management plans
quality improvements
that raise the level of
performance, which then
must be controlled or
sustained at that level in
order to start the cycle
again.
37. Who am I ?
_________ developed lean
concepts such as Single Minute
Exchange of Die (SMED) or
reduced set-up times instead of
increased batch sizes, as well as
Poka-Yoke (mistake proofing) to
eliminate obvious opportunities
for mistakes. He also worked
with Taiichi Ohno to refine JustIn-Time (JIT) manufacturing into
an integrated manufacturing
strategy, which is widely used to
define the lean
manufacturing used in the
Toyota production system
(TPS).
39. Who am I ?
__________ developed
the seven wastes
(muda), which are used
in lean to describe nonvalue-added activity.
He developed various
manufacturing
improvements with
Shigeo Shingo that
evolved into the Toyota
Production System.
41. Who am I ?
_________ developed the idea of
“quality is free” which asserts that
implementing quality
improvement pays for itself
through the savings from the
improvement, increased revenue
from greater customer
satisfaction, and the improved
competitive advantage that
results. He popularized “zero
defects” to define the goal of a
quality program as the elimination
of all defects and not the reduction
of defects to an acceptable quality
level.
43. Who am I ?
_________ developed the
“Taguchi methodology” of
robust design, which
focused on making the
design less sensitive to
variation in the
manufacturing process,
instead of trying
to control manufacturing
variation. This idea
of ”designing in quality” has
become an important
tenant of six sigma today
45. Who am I ?
_________ developed
the Theory of
Constraints which focuses
on a single element in a
process chain as having the
greatest leverage for
improvement (i.e., “1% can
have a 99% impact”). This
compares to the Pareto
principle which states that
20% of the factors have an
80% effect on the process.
47. Who am I ?
___________
developed the idea
of total quality
control based on three
steps to quality
consisting of quality
leadership, modern
quality technology, and
an
organizational commit
ment to quality.
50. Audio visual round
There are questions relating to each of the
videos.
Teams are suppose to write the answers on a
sheet of paper.
Both viewing and answering should happen
simultaneously.
Video will not be repeated.
Hint :- carefully observe both audio and video
51. This company is one among
the top 10 retail companies in
the world ?
Guess the parent company of
both 4th and 5th video ?
Guess this famous company ?
Guess this airline company?
What is the marathi saying in
the video ?
This animal is the part of logo
of the only two wheelar in the
world to have won deming
award ?
52. Answers
This company is one among the top 10 retail companies in the world ?
WALMART
Guess this airline company?
SOUTHWEST AIRLINES
What is the marathi saying in the video ?
FOOD IS GOD
Guess the parent company of both 4th and 5th video ?
WALT DISNEY
Guess this famous company ?
MOTOROLA
This animal is the part of logo of the only two wheelar in the world to
have won deming award ?
TVS