1)From a perspective of Statistical Process Control (SPC), a six-sigma process will have which of the following attributes?

1. The USL and LSL will be separated by a distance of six sigma
2. The process center will be aligned with the LSL
3. The number of defects produced by the process will be 0.0018 parts per million
4. All of the above

2)Which of the following statements depict the meaning of "total" in the term TQM?

1. The total of all efforts put by the employees towards quality
2. Total satisfaction of the customers about a company's products and services
3. Ensuring every supplier follows quality practices in their work place
4. Making quality happen everywhere in an organization by involving everyone

3)A firm distributed a brochure with tall promises about its services. It could not meet these in reality, leaving a number of customers disappointed. In the context of the five gaps model, which gap was responsible for service quality failure in this case?

1. Gap 4
2. Gap 1
3. Gap 2
4. Gap 3

4)Which of the following are considered as assignable causes that could produce defects in a process? (Check as many as are applicable)

1. Humidity levels increased on account of rain
2. Workers attending to the guests in a hotel were upset on account of a recent guideline issued by the management
3. The cutting tool in a machine was replaced recently
4. All of the above

5)With respect to a cause effect (fishbone) diagram, which of the following statements are true?

1. The effect is critically analyzed to relate it to the causes of the problem
2. Suppliers, Distributors and Top Management are the entities analyzed in the cause section of the fishbone diagram
3. The targeted improvements are generally represented as the effect in the fishbone diagram
4. None of the above

6)A fastfood joint offers a home delivery with a promise of 20-minute window for delivery. On a particular day there was considerable delay in delivery on account of heavy traffic in the city. Since several customers started calling the fastfood joint, the unit manager put the phone in automatic answering mode, which merely repeated "We are on our way to your place". Which of the following statements are true with respect to the service quality?

1. The customers would not have been affected much by this behavior as they have been given a response
2. The service quality will not be affected as the fastfood joint was not responsible for the delay
3. The Manager has made use of the available technology and communicated appropriately to all the customers
4. This is an example of how service quality will be also evaluated on the process and not just the outcome

7)A critical dimension of a certain part belonging to the product is its length.

1. X-bar Chart
2. P- Chart
3. C- Chart
4. None of these are appropriate

8)Irregularities (oil stains, shop soil, loose ends, dark spots) per 10 metres of the product.

1. X-bar Chart
2. P- Chart
3. C- Chart
4. None of these are appropriate

9)Defects creeping into the order entry process in the marketing department.

1. X-bar Chart
2. P- Chart
3. C- Chart
4. None of these are appropriate

10)The process involving filling of a high value medicine into standard containers of 50 gms.

1. X-bar Chart
2. P- Chart
3. C- Chart
4. None of these are appropriate