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Q1. Company X is a manufacturing firm that produces spares for automobiles. Person A has newly joined the firm as the quality controller who is responsible for maintaining good communication with the supplier and to make sure that the quality requirement is clearly defined by the purchase orders. From the given options, determine the department or component of the manufacturing system in which Person A would work for:

• Product design and engineering
• Production planning and scheduling
• Purchasing and receiving
• Tool engineering

Q2. Person B is working in a service firm that offers legal advices to the customers. From the given options, guess the most important driver of service quality.

• Profit
• Customer satisfaction
• Technology
• Time

Q3. Company M is the firm that follows the philosophy of a quality guru, who believed that the employees of different business level can speak their own language. He stated that the quality of the product should be viewed from both internal and external perspective. The prescriptions of the quality guru have focused on the quality trilogy. From the given options, identify the quality guru from the given scenario.

• Feigenbaum
• Joseph Juran
• Philip Crosby
• Deming

Q4. A quality guru believed that that quality is not elegance and it indicates conformance to requirement and zero defects in the only performance standard. From the given options, identify the quality guru from the given scenario:

• Philip Crosby
• Feigenbaum
• Deming
• Joseph Juran

Q5. Customer satisfaction is the key to any business. The firm should take every single step to satisfy the requirement of the customers in the way they want. From the given options, guess that reason due to which the customer satisfaction effort would fail:

• Lead with empathy
• Regular feedback from the customers
• Confusing loyalty with satisfaction
• Converting the feedback to actions

Q6. Find the net promoter score for company X for which, they have sampled over 500 customers with the question related to customer loyalty. The number of customers chosen every score is as follows:

Score	Number of people
10	105
9	100
8	75
7	62
6	45
5	32
4	25
3	21
2	15
1	12
0	8

• 72.6%
• 31.6%
• 9.4%
• 41%

Q7. There are five conditions of collaboration that would characterize the high performance work culture, which was proposed by Kay Kendall and Glenn Bodison. From the given options, guess the option that is not the part of five conditions of collaboration:

• Communication
• Employee morale
• Respect
• Purpose

Q8. Person X is working for the service firm. He does not have any profound connection with the firm. He does not have any passion to work. Guess the categories under which Person X would fall according to the engagement index of Company G:

• Engaged employees
• Not-engaged employees
• Actively disengaged employees
• Actively engaged employees

Q9. Person A is working in the call center in which every single employee should follow a specific script and they need to ask same sore of questions to every customers. From the given options, determine the element of control system that would indicate the processes of the firm:

• Ability to make correction
• A standard or goal
• Accomplishing the means of measurement
• Comparing result with standard to deliver opinion

Q10. Person A started a firm that manufactures stationary. It is in the stage where Person A is reading the evolution or improvement that he already made and enhancement that are required to survive in the market. From the given options, guess the stage of learning cycle in which the firm is currently operating:

• Planning
• Revising the plans based on the finding
• Execution
• Assessment of progress

Q11. The probability of producing a defective part is 0.2 and the number of samples (n) is 15. Find the probability that 5 parts among a sample of 15 parts will be defective and 4 parts among a sample of 15 parts will be defective:

• 0.103 when 5 parts are defective and 0.188 when 4 parts are defective
• 0.0103 when 5 parts are defective and 0.188 4 parts are defective
• 0.103 when 5 parts are defective and 0.0187 when 4 parts are defective
• 0.0960 when 5 parts are defective and 0.218 4 parts are defective

Q12. The sample mean value x-bar is said to be 95.5 and the average temperature in the sterilizer is 95 degree Celsius. The value of standard deviation is 0.3 and number of samples taken is 45. The confidence interval is 98%. Compute the lower level confidence interval and error value.

• Lower level confidence interval is 95.6 and the error value is 0.104
• Lower level confidence interval is 95.4 and the error value is 0.0894
• Lower level confidence interval is 95.6 and the error value is 0.0894
• Lower level confidence interval is 95.4 and the error value is 0.104

Q13. The firm has tested over 20 products in 170 hours. 6 units failed with one unit each failing after 5 hours, 15 hours, 50 hours, 90 hours, 120 hours, and 150 hours. The number of units that performed satisfactorily until the end of the test is 14 units. Compute the failure rate.

• 0.00213523
• 0.00250000
• 0.00240000
• 0.00225564

Q14. The dimension of the tool produced by Company X is 52±0.50. Cost that would incur for the replacement of the product is $55300. Determine k if the percentage of products returned for replacement is 62% and 75% respectively.

• 34286.25 and 41475.25
• 137144 and 41475.25
• 137144 and 165900
• 34286.25 and 165900

Q15. Person A has proposed a concept to Company X for producing a special edition of earphone with a special feature. His idea has got approved by the top management and the production process has been set up and ready to release in the market. From the given options, guess the step in which the firm is current operating in product development process.

• Product development
• Idea generation
• Full-scale production
• Concept development

Q16. Company A is a short-run machine shop. Company A develops different types of components. Company A is developing the quality setup for a new component manufactured for a new client. Company A established a quality approach where the process will be decided based on a certain number of consecutive units without quality issues. Company A can only accept the process and begin the production only if there are 5 consecutive units without quality issues. Company A found that the 3rd and 4th units are not within the acceptable quality levels in a batch of 5. Company A should take which of the following course of action?

• Accept the process
• Restarting counting
• Leave the process alone
• Adjust the process

Q17. Company B is a plywood manufacturing organization. Robert is the quality head of Company B. Robert is responsible to ensure that the quality requirements are satisfied while developing the plywood. Robert wants to test the quality of the plywood. Therefore, Robert takes 5 samples with 4 observations. Robert identified that the grand mean of the process is 0.5027 and the average range is 0.009. Robert needs to develop a control chart to identify if the process is under control or not. To develop the control chart, the control limits must be determined. The control limits for the process mean chart of the plywood manufacturing process are

• 0.5112, 0.4946
• 0.5093, 0.4961
• 0.5104, 0.4951
• 0.5086, 0.4973

Q18. Company C is a manufacturing organization. Company C is involved in the manufacturing of chemical products. Company C has to perform an internal audit of the safety protocol present in the organization. The internal audit recommends Company C implement a new and improved safety protocol for the organization as well as the employees. Company C has developed a new safety protocol and is currently in the process of testing the safety protocol in a controlled environment. The new safety protocol and the impact of the protocol on the safety of workers are being measured. Company C is performing which of the following activity?

• Plan
• Study
• Act
• Do

Q19. Company D is a manufacturing organization. Company D is involved in the manufacturing of hospital equipment. Company D is finding it hard to ensure that the equipment is of good quality. Company D is moving towards implementing Six Sigma as an approach to ensure the quality of the products. In the process of implementing Six Sigma Company D is identifying the right group of employees in the organization at different levels. The employees are pulled out of their daily jobs and are specifically to champion the cause of Six Sigma in the organization. Company D is focusing on the following elements of

• Executive management support
• Data analysis
• Training
• Resource allocation

Q20. Company E is a manufacturing organization. Company E is involved in the manufacturing of processors to be used in computers. Company E is relatively new to the processor development industry. To improve itself, Company E is using a tool to ensure that the process is followed by them is similar or better than the industry leaders. Company E uses the tool wherein, in one approach the analysis is made proving that the process of Company E is the same as the industry leader. While the second approach the analysis shows that the processes are different compared to industry leaders. Company E is utilizing the tool known as

• Flowcharting
• Hypothesis testing
• Cause and effect analysis
• Value stream mapping

Q21. The Baldrige excellence framework is a set of guidelines and rules that has helped organizations to achieve their goals over many years. The framework focuses on achieving missions, improving results, and becoming more competitive. This framework has changed its approach in the year 2021 which is a renewed focus compared to the previous focus. One of the components of the renewed focus is the ability to transform information in a manner recognizable by computing devices as wells as the ability to automate traditional manufacturing activities. The area of renewed focus of the Baldrige framework is

• Diversity, equity, and inclusion
• Third industrial revolution
• Innovation
• Digitization and fourth industrial revolution

Q22. The international standards organization (ISO) is a global body that decides on the standards that are followed all over the world by various organizations. The standards are followed to achieve the goals of quality management and quality assurance. Of the various goals of the ISO standards, one of the most important goals was to ensure that the ISO standards can be used by all sectors not only limited to manufacturing organizations. This goal was first incorporated into the following version of ISO

• ISO 9004:2018
• ISO 9000:2000
• ISO 9001:2015
• ISO 9000:2015

Q23. Company I is a local physician group that takes care of calls within the community. Company I is experiencing a large number of complaints from the patients concerning calls being not returned from the physician group. This seems to occur more when a patient performed some kind of test and when the patients try to make a follow-up with their tests. The group in charge conducted a brainstorming session and identified some reasons for the problem. These reasons are later depicted in a graphical form with an indication of causal relationships between various reasons indicating one reason causes the other and so on. For instance, excessive over the scheduling of patients can lead to improper training for the physician group. Company I is using the following tool known as

• Arrow diagram
• Tree diagram
• Interrelationship diagram
• Affinity diagram

Q24. Company J is a technology organization. Company J is known for products and services that are different from conventional products. Company J focuses on technology and research to develop unique products. One such product of Company J is the foldable, transparent smartphones. The development of the phone created a unique market for Company J and attracted business class customers. Company J leveraged on the competency known as

• Innovation
• Value
• Customer service
• Marketing

Q25. Company K is a manufacturing organization. Company K is changing its business approach where a traditional business management approach is moving towards a system that is dependent on performance for growth and prosperity. Company K is developing a performance system that is central and applicable to all business units of the organization. Company K is ensuring that the performance system does not allow managers of one business unit to succeed at the expense of other business units of the organization. If Company K fails to ensure this, separate units succeed in the organization but the organization fails to succeed as a whole. Company K is focusing on the element of

• Commonality
• Timely
• Consistency
• Control

Q26. Company L is a manufacturing organization involved in the manufacturing of ICs. The ICs are subjected to severe quality testing. The quality protocols followed by Company L are extensive and cannot be performed without the guidance and knowledge of experienced professionals. This was affecting the productivity of Company L. Company L decided to develop a database that contains all the quality management protocols involved in the quality practices of the ICs. Company L catalogs the quality protocols and indexes them according to areas of application and so on. Company L is following the process of

• Storage and Organization.
• Distribution
• Gathering
• Usage

Q27. Company M is a software development organization. Company M has undergone a major organizational restructuring. The restructuring has changed the general direction of the organization with different goals and objectives. The board of directors is looking to appoint a leader to champion their goals and achieve them. Company M is specifically looking for a leader that clearly understands what the top management wants and translates them into goals and objectives. The board of directors is focusing on the following competency of

• Decisiveness
• Change management
• Strategic perspective
• Quick Study

Q28. Company N is an enterprise organization. Company N is an enterprise that is over 100 years old. Company N has been run by generations of a family. Company N owns different types of business ranging from the manufacturing of different types of products as well as providing services to customers. Company N is normally headed by a member of a family followed by a next-generation family member and so on. The approach of exercising power by the leadership of Company N is an example of

• Charismatic
• Traditional
• Democratic
• Rational-legal

Q29. Company O is a videogame development organization. Company O is known for a wide assortment of video games. Company O released games often and developed a team of experts to handle feedbacks and customer queries. But the customers expressed their views on social media platforms. Company O after understanding this changed their process where they used a salesforce team with the latest technology to track relevant content in social media platforms about the different games that are released by Company O. This approach of Company O helped to easily track and engage with the customers. The change underwent by Company O is an example of

• People-centric change
• Structural change
• Remedial change
• Strategic transformational change

Q30. Company P is a service organization. Company P provides different types of financial services to customers. The very nature of the business makes the job of Company P more difficult. Company P is looking to move away from a traditional approach to focus on quality and performance excellence. To achieve this Company P performed an internal assessment of the entire organization. Company P found out that the processes, systems, and processes that must be supporting the goal are impediments to achieve the quality and performance excellence focus. Their current system does not align with the goals leading to bureaucratic tendrils. This is affecting the execution of various strategies aimed at achieving performance excellence. Company P is lacking in the area of

• Agility
• Ability
• Architecture
• Alignment

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