Q1. Who is responsible for implementation for any major quality initiative?
a) Management
b) Employees
c) A and b
d) None of the above
Q2. Implementing quality management is a long term effort
a. True
b. False
Q3. Executive management should develop a quality policy and mission, vision, goals, and values statements (True/ False)
Q4. Management commitment is the single most important requirement for successful implementation of __________
Q5. Having management commitment does not guarantees quality management success but improves odds for successful implementation. (True/False)
Q6. Committing to quality management means
a) Understand the concept of quality management.
b) Adopt behaviors to show quality management.
c) Accept the need to change the participative leadership.
d) Provide funds for training.
e) All of the above
Q7. Executive Management should develop
a) Quality policy
b) Mission
c) Vision.
d) Goals
e) Value statement
f) All of the above
Q8. As the lowest group to accept the process, middle management is the strongest link in the most quality management effort. (True/false)
Q9. Which is the best source of motivation that a leader can provide to his team
a) Coaching
b) Reinforcement
c) Modeling
d) Training
Q10. Which is the first step in establishing the trust among employees in implementation of quality
a) Actively listening down
b) Talking down
c) A) or B)
d) None of the above
Q11. Understanding comes after behavior change (True/False)
Q12. ___________ leads to increased creativity.
a) Competition
b) Cooperation
c) Commitment
d) None of the above
Q13. Customer and user satisfaction is normally increased when they can get quick action from front line staff (True / False)
Q14. ___________ is a technique to build group compatibility
a) Fundamental Interpersonal Relations Orientation
b) Fundamental Internal Relations Orientation
c) Functional Interpersonal Relations Orientation
Q15. A task force is a _____________activity organized for a specific purpose
a) cross-functional
b) Functional
c) Departmental
Q16. Task forces should be organized for a single purpose
a) True
b) False
Q17. Task forces are _______ for decision-making than for solving problems.
Q18. Research shows that complaints must be resolved within ______ minutes.
a) One
b) Two
c) Four
d) Five
Q19. Following is part of complaint resolution process
a) Get on your customer’s wavelength
b) Follow up with the customer
c) Establish and initiate an action program
d) All the above
Q20. Quality and performance are judged by an organization’s ____________
Q21. The ______________ sets the tone of an organization
Q22. The quality environment is established by _________________
Q23. Effective communication is _____________, not spontaneous
Q24. Corporate governance is a _____________problem, not a procedural problem
Q25. ____________ communication is rated as the number one skill for the quality analyst.
Q26. How many channels exist for listening to a speaker?
a) 4
b) 5
c) 6
d) 7
e) 3
Q27. __________ is the most frequently used form of communication.
Q28. __________ is a statement of principles, and a broad guide to action.
Q29. In monitoring, there are both _________ and _________ controls
Q30. After criticism is made, what should be made with the candidate?
a) Document regarding the bad work done.
b) Contract regarding what will happen afterwards
c) Agreed document between the manager and the candidate
d) All of the above
Q31. Which of the following is discriminative listening?
a) Directed at selecting specifice pieces of information, not the entire communication.
b) Complete message with minimal distortion
c) To put youself in the speakers situation
d) To analyse what the speaker has said.
e) None of the above.
Q32. Which of the following is Therapeutic listening?
a) Complete message with minimal distortion
b) Directed at selecting specifice pieces of information, not the entire communication.
c) To put youself in the speakers situation
d) To analyse what the speaker has said.
e) None of the above
Q33. Which attributes were included in establishing status when equated to IT environment?
a) leadership
b) technical skill
c) years of experience
d) all the above.
Q34. Quality promotes turning problems into opportunities (True / False)
Q35. When the quality processes are mature with defined, improving work processes the focus of the quality function is on
a) Optimization
b) Product quality
c) Process deployment and compliance
d) All of the above
Q36. Which is the least important skill for a quality manager in the below list?
a) Verbal communication
b) Project management
c) Programming
d) Systems knowledge
e) Knowledge of operations
f) Written communication
Q37. The size of the quality function ideally will vary with the size of the organization (True/False)
Q38. Which of the below tool help people to determine whether a process is in control or not?
a) Run Chart
b) Control Chart
c) Pareto Chart
d) U Chart
Answers:
1. a
2. a
3. True
4. Quality Management
5. True
6. e
7. f
8. False
9. B
10. A
11. False
12. B
13. True
14. A
15. A
16. A
17. Better
18. Four
19. D
20. Customers
21. Quality Environment
22. Executive Management
23. Planned
24. People
25. Oral
26. Five
27. Listening
28. Quality Policy
29. preventive, detective
30. b
31. a
32. c
33. d
34. true
35. a
36. c
37. true
38. b
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