1- What does QA and QC stand for?

a) Quality Assurance and Queuing Control

b) Quality Adjustment and Quality completion
c) Quality Assurance and Quality control
d) Quality Adjustment and Queuing control
Answer: c
Explanation: QA stands for Quality Adjustment. QA is concerned with the functions related to the
attainment of the required quality. QC stands for Quality control. QC is sustaining the product quality
practically and ensuring that it meets the requirements given.

2- PDCA cycle consists of

a. Plan Do Check Act
b. Plan Develop Create Act
c. Plan Develop Correct Act
d. Plan Do Correct Act
Answer: a

3- ISO 14000 relates to __________.

a. Quality Assurance System
b. Environmental management systems
c. Quality Management System
d. Product Management System
Answer: b

4- Investigation deviations in the manufacturing process is the responsibility of ______ department.

a. Stores
b. Quality Assurance
c. Production
d. Quality Control
Answer: b

5- What is QA?
a) It is the measurement of degree to which a product satisfies the need
b) Any systematic process used to ensure quality in the process
c) Process of identifying defects
d) It is a corrective tool

Answer: b
Explanation: QA is a systematic process which ensures the quality of the product and guarantees to
the user that product will be safer and more reliable.

6- Which of the following option is correct regarding QA and QC?

a) QC is an integral part of QA
b) QA is an integral part of QC
c) QA and QC are independent to each other
d) QC may or may not depend on QA
Answer: a
Explanation: QC is based on the measurements as it concerned with practical means. Metrology is
an important tool of quality assurance

1
7- Which of the following option involves material and component control?
a) Development of standards
b) Development of specification
c) Quality control
d) Feedback
Answer: c
Explanation: Quality and measurement control involves component control. Specification and design
involve the development of specifications, designs and standards. Marketing and servicing involves
feedback.
8- Arrange the steps of QA in ascending order?
a) Customer needs, material control, design development, process control, marketing
b) Material control, process control, customer need, design development, finished product
c) Customer needs, design development, material control, process control, finished product
d) Material control, servicing, process control, material control, design development

Answer: c
Explanation: Scheme of QA starts with customer need. They have to be converted into the
development of a specification, followed by quality and measurement control, material control and
convert into the finished product.
9- What is the first step of QA?
a) Development of standards
b) Identification of customer need
c) Servicing
d) Material control

Answer: b
Explanation: Identification of customer need is the first step of QA after which further basic elements
of QA are identified. QA depends not only on QC but also on the activities of the entire company.

10- Which of the following is an example of QA?

a) Verification
b) Software testing
c) Validation
d) Documentation
Answer: a
Explanation: Software testing and validation are the examples of QC. Validation is an example of QA.
QC is a system for coordinating the efforts of groups in an organization to improve quality.

11- Which of the following option is not correct regarding QA and QC?
a) Process capabilities should be monitored on intermittent basis
b) Measuring equipment’s must have a calibration certificate
c) Normally many inspections are done during the process of manufacturing
d) QA depends on the activities of the entire company
Answer: a
Explanation: Process capabilities are controlled on a continuous basis. These are used to eliminate
and detect potential causes of non-conformance.

2
12- ……….. are quality management and quality assurance standards.
a. ISO 22000
b. ISO 9000
c. ISO 14000
d. None
Answer: b
Explanation: ISO 9000 are quality management and quality assurance standards.
13- …………….. Is first in family of food safety management system standards.
a. ISO 22000
b. ISO 9000
c. ISO 14000
d. None
Answer: a
Explanation: ISO 2200 is first in family of food safety management system standards.
14- What is TQM?
a) Total Quality Maintenance
b) Total Quality Management
c) Total Quality Managers
d) Total Quality Mitigation
Answer: b
Explanation: Total means made up of ‘whole’. Quality means the degree of excellence that needs to be
achieved keeping customer satisfaction in mind. Management refers to the activities that are involved
in establishing the highest degree of quality.

15- Who is known as the father of TQM (Total Quality Management)?

a) Edward Deming
b) Joseph Juran
c) Philip Crosby
d) Kaoru Ishikawa
Answer: a
Explanation: Edward Deming is recognized as the father of TQM for his influential role in shaping
modern quality management practices and advocating for continuous improvement and statistical
methods.
16- Which of the following is a principle of TQM?
a) Decisions made by top executives only
b) Intermittent improvement
c) Customer-focus
d) Product-centered system
Answer: c
Explanation: TQM is a management approach that aims to attain customer satisfaction and plans for
long-term success. It is a process-centered system, focuses on continuous improvement and decision-
making involves the involvement of all the employees.

17- Which ‘pillar of TQM’ recognizes that product quality is a result of process quality?
a) Customer Focus
b) Process Management

3
 c) Employee Empowerment
d) Continuous Improvement
Answer: d
Explanation: Continuous Improvement is one of the pillars of TQM. The output of a production
process must not only satisfy customer needs but the customer must feel satisfied with the product.
Hence, continuous improvement in the production process plays a crucial role in delivering quality
products.
18- What is the kind of focus put in a company’s processes in TQM?
a) Steady improvement
b) Continual improvement
c) Passive improvement
d) Unsteady improvement

Answer: b
Explanation: TQM is a process centered system. The main focus is to attain customer satisfaction. To
achieve this, continuous process improvement is required to attain the highest degree of excellence in
one’s goods or services.

19- In TQM, suppliers are treated as?

a) Partners
b) Managers
c) Employees
d) Enemies
Answer: a
Explanation: In TQM, suppliers are treated as partners. Since the quality of supply is crucial in
delivering quality products, it is important that suppliers are treated well and assigned the
responsibility of delivering quality raw or intermediate materials.

20- How do Quality Leaders interact with people rather than directing and supervising them?
a) Scold
b) Train and coach
c) Fire
d) Threaten
Answer: b
Explanation: Quality leaders train and coach people rather than directing and supervising them.
Directing and supervising is related to old tradition of management. Training and coaching is related
to total quality management.
21- Which of the following is a dimension of ‘product quality’?
a) Probability
b) Machinability
c) Durability
d) Customer Satisfaction
Answer: c

4
 Explanation: There are 9 dimensions of ‘product quality’. The dimensions of product quality are
performance, features, conformance, reliability, durability, serviceability, responsiveness, aesthetics,
and reputation.
22- Which of the following is not a six sigma belt level ranking?
a) Pink Belt
b) Green Belt
c) Black Belt
d) Yellow Belt
Answer: a
Explanation: The Yellow Belt, Green Belt, and Black Belt are different six sigma belt level rankings.
The Master Black Belt is also a six sigma belt level ranking.
23- What does the abbreviation A.S.Q stand for?
a) Asian Society for Quality
b) Asian Standard for Quality
c) American Society for Quality
d) American Standard of Quality

Answer: c

Explanation: A.S.Q. stands for American Society for Quality. It is a community of quality professionals.
It was established on February 16, 1946. George D. Edwards was its first president.

24- The manager of a company is known to threaten his employees for the presence of a defect.
What can you infer about the management culture?
a) Total Quality Management
b) Traditional Management
c) Sales Management
d) Supply Chain Management

Answer: b
Explanation: Here, the act of threatening employees is the traditional management approach. As a
result of this, there is a void in the relation between the workforce and the manager. The manager
may even fire its employees.
25- Choose the incorrect statement related to quality improvement.
a) Increases output with lowered cost
b) Increases machine time
c) Reduces rework
d) Leads to greater uniformity of product
Answer: b
Explanation: Quality improvement reduces rework. It leads to greater uniformity of product. It
increases output with lowered cost as all the unnecessary cost involved is removed and productivity
also increases. It reduces machine time through proper quality management.

5
26- What is the first step of QA?
a) Servicing.
b) Development of standards.
c) Material control
d) Identification of customer need

Answer: d

27- Which dimension of product quality tells you about the probability that a product will
perform its function for a given period of time under specified conditions?
a) Aesthetics
b) Reputation
c) Reliability
d) Conformance
Answer: c
Explanation: Reliability is the probability that a product will perform its function for a given period of
time under specified conditions. It can be measured with the help of mean time between failures.

28- Which dimension of ‘product quality’ is best reflected when a manufacturer ensures
multiple slots in a mobile phone for different sized sim cards?
a) Responsiveness
b) Serviceability
c) Aesthetics
d) Reputation
Answer: a
Explanation: People use nano – sim cards, micro – sim cards as well as regular size sim cards. Multiple
slots in a mobile phone ensure the use of multiple sim cards in a single mobile phone.
29- The dimension of ‘product quality’ which appreciates agile manufacturing is ________
a) Aesthetics
b) Reputation
c) Responsiveness
d) Conformance
Answer: c
Explanation: Agile manufacturing refers to techniques that are being utilized by an organization to
respond quickly to customer needs and also be prepared for market changes while still holding its
quality standards. Responsiveness also appreciates the techniques used to satisfy the changes in
customer needs.
30- If the time taken to respond to customer complaints is less, which dimension of ‘service
quality’ is strongly promoted?
a) Responsiveness
b) Aesthetics
c) Empathy
d) Durability
Answer: a

6
 Explanation: The responsiveness refers to the quickness with which customer problems are dealt
with. With a short response time, the responsiveness of the service is strongly promoted here.
31- Which of the following is a dimension of ‘service quality’?
a) Durability
b) Serviceability
c) Conformance
d) Consistency
Answer: d
Explanation: Consistency is a ‘service quality’ dimension. It refers to the act of committing to the same
level of customer service every time irrespective of who the customer is. Durability, Serviceability,
and Conformance are dimensions of ‘product quality’.
32- Who is considered to be the father of Six Sigma?
a) Bill Smith
b) Deming
c) Crosby
d) Taguchi
Answer: a
Explanation: Bill Smith is considered the father of Six Sigma. He was an engineer at Motorola.
Motorola was one amongst the first company to win the Malcolm Baldrige National Quality Award.
33- The process of Six Sigma allows only 3.4 defects per million opportunities.
a) True
b) False
Answer: a
Explanation: Six Sigma allows only 3.4 defects per million opportunities. Major companies like
Motorola and General Electric have successfully implemented Six Sigma.
34- Which of the following is not an advantage of using Six Sigma?
a) Process improvement
b) Product improvement
c) Defect reduction
d) A decrease in customer satisfaction
Answer: d
Explanation: Process improvement and product improvement are the direct benefits of incorporating
Six Sigma. This leads to a reduction in defects and improves customer satisfaction.

7
1- Definitions
Quality:- “meeting the customer requirements”
Reliability :- “It is the ability of product and service to continue to meet the
customer requirements”
TQM:- it’s the art of managing the whole to achieve excellence.
2- Differences between Quality Assurance and Quality Control.
Quality Assurance (QA) refers to the process used to create the deliverables, and
can be performed by a manager, client, or even a third-party reviewer.
Examples: - include process checklists, project audits and methodology and
standards development.
Quality Control (QC) refers to quality related activities associated with the creation
of project deliverables. Quality control is used to verify that deliverables are of
acceptable quality and that they are complete and correct.
Examples: - activities include inspection, deliverable peer reviews and the testing
process.
Quality control is about adherence to requirements.
Quality assurance is generic and does not concern the specific requirements of the
product being developed.
Quality assurance activities are determined before production work begins.
Quality control activities are performed after the product is developed.
3- Mention of the following:
a) Deming's 14 points.
1. Create constancy of purpose
2. Adopt philosophy of prevention
3. Cease mass inspection
4. Select a few suppliers based on quality
5. Constantly improve system and workers.
6. Institute worker training
7. Instill leadership among supervisors
8. Eliminate fear among employees
9. Eliminate barriers between departments
10. Eliminate slogans
11. Remove numerical quotas
12. Enhance worker pride
13. Institute vigorous training and education programs
14. Develop a commitment from top management to implement above 13 points.

8
b) The 9 Dimensions of Quality.
Performance - main characteristics of the product/service
Features (Special F.) - extra characteristics
Conformance - how well product/service conforms to customer’s expectations
Reliability - consistency of performance
Durability - useful life of the product/service
Service (Serviceability) - service after sale
Response- of Dealer/ Mfgr. to Customer
Aesthetics - appearance, feel, smell, taste
Reputation (Perceived) Quality - indirect evaluation of quality
c) Why The total Quality Management is requirements
1- Production of perfect, defect-free products
2- Development of new products/new technologies
3- Reduction of production costs
4- Labor-saving via introduction of advanced production technologies
5- Consumption of less material and energy in production
6- Elevation of customer satisfaction (CS)
7- Prevention of product liability (Warranties)
8- Improvement of financial structure
9- Environmental protection, pollution prevention
10 -Tributes to mankind, elevation of employee satisfaction (ES)

4- Give short notes on:-

 PDCA Cycle as a methodology for continual improvement.

9
5- Draw and write short notes on
a) The Phases of Development of Quality Assurance Systems.

b) A Simplest form of Quality Control

10
c) Deming Wheel : PDCA Cycle

1. Plan Identify
problem and
develop plan for
improvement.

4. Act
2. Do Implement
Institutionalize
plan on a test
improvement;
basis.
continue cycle.

3. Study/Check
Assess plan; is it
working?

11