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Question:

What is the relationship between the Critical Customer Requirement (CCR) and Voice of the Customer (VOC)?
  1. The CCR and VOC are the same thing
  2. The VOC is translated into the CCR via the key customer issue
  3. The VOC comes from the customer and the CCR comes from marketing
  4. Both the VOC and CCR come from the sponsor






Q2. Random variance in a process, as measured by the standard deviation, can be directly reduced by:

  1. identifying patterns of variance using control charts
  2. improving the overall system of production
  3. increasing the number of quality inspectors
  4. making use of run charts
  5. making better use of Pareto charts
Correct Answer

Q3. Which of the following statements is NOT true about charting variation?

  1. A mean and standard deviation will completely define a normal curve
  2. A histogram helps understand process performance
  3. A histogram is sufficient to chart variation
  4. Run charts display process performance over time
Correct Answer

Q4. The parameters of s2 chart is specified using:

  1. Normal Distribution
  2. Geometric Distribution
  3. Binomial Distribution
  4. Chi-square distribution
Correct Answer

Q5. TQM stands for ______________

  1. Total Quality Management
  2. Total Quantity Management
  3. Total Qualitative Management
  4. To question management
Correct Answer

Q6. fourteen points framework for quality and productivity improvement was suggested by ______________

  1. Crosby
  2. Ishikawa
  3. Deming
  4. Juran
Correct Answer

Q7. The OC curve provides a measure of the ______________ of the control chart.

  1. Sensitivity
  2. Duality
Correct Answer

Q8. Customers are primarily concerned with ______________

  1. Communication, courtesy, and credibility of the sales person
  2. Competence, courtesy, and security of the sales person
  3. Competence, responsiveness, and reliability of the sales person
  4. Communication, responsiveness, and cleverness of the sales person
Correct Answer

Q9. Which of the following is not a target of Total Quality Management:

  1. Customer Satisfaction
  2. Reducing manpower
  3. Continuous Cost Reduction
  4. Continuous Operational Improvement
Correct Answer

Q10. Which of the following statements is TRUE about Deming’s philosophy?

  1. Quality is either or not present in the whole organization; that quality is the responsibility of everyone in the organization
  2. It is based on improving products and services by reducing uncertainty and variability in the design and manufacturing processes
  3. Increasing conformance to specifications through elimination of defects, supported extensively by statistical tools for analysis
  4. Increasing loss, for the producer, the customer, and society, associated with increasing variability from a target value
Correct Answer








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