International Institute of Management and Technology

Quality Management

Part A: Attempt all the following: 10*2=20 Marks
1. When a manager monitors the work performance of workers in his department to
determine if the quality of their work is 'up to standard', this manager is engaging in
which function?
a) Planning
b) Controlling
c) Organising
d) Leading
2. What do you call the understanding of a dominant culture before choosing a suitable control
system?
a) Market control
b) Bureaucratic control
c) Clan control
d) People control
3. What is the first step in a control process?
a) Allocate resources
b) Choose key personnel for the task
c) Select a strategy
d) Set standards
4. What is the weakest form of control?
a) Pre-control
b) Simultaneous control
c) Post-control
d) Duel control

5. Improving quality through small, incremental improvements is a characteristic of what type of
quality management system?
a) Just-in-time
b) Six Sigma
c) Total Quality Management
d) Kaizen
6. Where was Total Quality Management first developed?
a) USA
b) UK
c) Japan
d) Korea
7. Which of the following are key components of a Total Quality Management system?
a) Individual responsibility, incremental improvement, use of raw data
b) Collective responsibility, continual improvement, use of raw data
c) Group responsibility, staged improvement, knowledge
d) Involves everyone, continual improvement, use of data and knowledge
8. What is premise control based on?
a) Buildings
b) People
c) Resources
d) Assumptions
9. What is the term for the monitoring of events both internal and external to the organisation
that affects strategy?
a) Operational control
b) Strategic surveillance
c) Strategic control

d) Environmental scanning
10. What are the main characteristics of an effective control system?
a) Flexibility, accuracy, timeliness and objectivity
b) Flexibility, measurability, timeliness and objectivity
c) Flexibility, accuracy, relevance and objectivity
d) Flexibility, accuracy, timeliness and relevance
Part B: Attempt five of the following: 5*10=50
Marks
1. Discus the need for vision, mission, and quality policy in total quality management.
2. Enumerate in detail about Juran contribution to quality.
3. Explain the principle, application and process for Business process reengineering.
4. Differentiate between seven old statistical tool and seven new management tool.
5. What is total productivity maintenance? What are its objectives? Explain the five pillars
of TPM.
6. Explain the concept of quality audits and its importance.