1. Choose the incorrect statement regarding the need for quality.

a) Markets have become more competitive

b) Quality provides sustained performance
c) Quality provides customer satisfaction
d) It is the trend nowadays to introduce quality
2. Michael bought a new washing machine which is not performing its primary
function of washing clothes properly. What should the executive at customer care
suggest Michael?
a) To sell the washing machine
b) To buy a new washing machine
c) To assure the customer that a specialist will visit their house the
following day
d) To lease the washing machine
3.  Quality is fitness for use. Identify the quality guru who said this.
a) Deming
b) Crosby
c) Juran
d) Taguchi
4.  How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)
a) Q=P/E
b) Q=P+E
c) Q=P-E
d) Q=P*E
5. Quality is conformance to requirements. Identify the quality guru who said this.
a) Ishikawa
b) Crosby
c) Ohno
d) Deming
6. Quality is a predictable degree of uniformity and dependability at a low cost and
suited to the market. Identify the quality guru who said this.
a) Ishikawa
b) Shingo
c) Deming
d) Harrington
7. What does the abbreviation A.S.Q stand for?
a) American Society for Quality
b) American Standard of Quality
c) Asian Society for Quality
d) Asian Standard for Quality
8.  According to Deming’s Quality Chain Reaction, quality improvement results in
decreased productivity.
a) True
b) False
9. Quality is in its essence, a way of managing the organization. Identify the quality
guru who said this.
a) Deming
b) Juran
 c) Feigenbaum
d) Shingo
10. Quality is the minimum loss imparted by a product to society from the time
product is shipped. Identify the quality guru who said this.
a) Shingo
b) Taguchi
c) Crosby
d) Juran
11. According to ISO, Quality is the totality of features and characteristics of a
product or service that bear on its ability to satisfy stated and implied needs of the
customer.
a) False
b) True
12. Shawn ordered pizza online. He received the pizza 15 minutes before the
scheduled delivery time. He also received cash back on the amount he had paid
for the pizza. What can you infer?
a) Customer expectation of the service is less than customer perception of
the service
b) Customer expectation of the service is equal to the customer perception of the
service
c) Customer expectation of the service is greater than customer perception of the
service
d) Customer expectation of the service and customer perception of the service
cannot be compared
13. The systematic activities and planned activities which provide adequate
confidence that the manufactured products are meeting the requirements is
called ______
a) Quality assurance
b) Quality control
c) Inspection
d) Sampling
14. Choose the incorrect statement related to quality improvement.
a) Reduces rework
b) Leads to greater uniformity of product
c) Increases output with lowered cost
d) Increases machine time
15. A senior quality engineer during a training session trains his juniors about a
particular common defect that has been found in their assembly. He has
formulated a plan which will rectify the defect and ensure that the same defect
does not pass further to the customers. Which of the following inference is
incorrect?
a) The organization has ensured that customer satisfaction is retained
b) The juniors will be capable of preventing the defect to pass further to the
customers
c) The senior has understood that quality is correcting and preventing the loss,
not living with loss
d) The customer forced them to rectify the defect
16. The two categories of products are _____ and _____
a) Goods, Services
b) Media, Education
c) Pencil, Car
d) Hospitality, Calculator
17. Which of the following does not fit in the category of Goods?
a) Cell phone
b) Television
c) Insurance
d) Bike
18. Which of the following does not fit in the category of Services?
a) Banking
b) Transportation
c) Pen
d) Health care industries
19. Service also includes support activities within companies, e.g., payroll
preparation, secretarial support, and plant maintenance.
a) True
b) False
20. The property that is possessed with a product and that is intended to meet certain
customers’ needs and thereby provide customer satisfaction is called _________
a) Product Tree
b) Product Feature
c) Product Cycle
d) Product Design
21. Which of the following does not fit in the category of Product Feature?
a) Fuel consumption of a vehicle
b) Dimensions of a mechanical component
c) The owner of the product
d) The viscosity of a chemical
22. Someone who receives or is affected by the product or process is called a
_______
a) Customer
b) Manager
c) Founder
d) Co-founder
23.  The two types of customers are ______ and ______
a) Founder, Co-founder
b) Internal, External
c) Government, People
d) CEO, CFO
24. Which of the following does not fit in the category of External Customers?
a) Clients/end users who buy the product
b) Government regulatory bodies
c) Manager of a company
d) Public
25. Which of the following does not fit in the category of Internal Customers?
a) Stakeholders
 b) Public
c) Shareholders
d) Employees of a company
26. Sam purchased a pen from the market. The pen was not working clearly, legibly
and smoothly. Where did the manufacturer fail in terms of satisfying the needs of
the customer?
a) The manufacturer failed to satisfy the implied need of the product
b) The manufacturer failed to impress his boss
c) The manufacturer failed to maintain the reputation of the company
d) The manufacturer failed to impress his supplier
27. The stated needs are the needs which the customer specifies for procurement of
goods or services.
a) True
b) False
28. The state of affairs in which customers feel that their expectations have been met
by the product features is known as ______________
a) Customer Satisfaction
b) Customer Attraction
c) Customer Loyalty
d) Customer Reputation
29. The state of affairs in which deficiencies (in goods or services) result in customer
annoyance and complaints is known as ______________
a) Customer Compliance
b) Customer Needs
c) Customer Trust
d) Customer Dissatisfaction
30. Which of the following is not a measure of Product Deficiency?
a) Errors
b) Defects
c) Off-specification
d) Mass of the mobile phone
31. Which of the following is a dimension of ‘product quality’?
a) Machinability
b) Probability
c) Customer Satisfaction
d) Durability
32. The nominal size of a product is 30 mm. The acceptable industrial limits are from
29.98 mm to 30.02 mm. After manufacturing, the quality engineer finds the lower
limit of the manufactured product to be 29.00 mm while the upper limit is 30.01
mm. What can you infer from the given scenario?
a) There is no failure because both the upper and lower limits of the
manufactured product are within the industrial standard limits
b) There is a failure because the upper limit is below 30.02 mm
c) There is a failure because the lower limit is below 29.98 mm
d) We cannot comment on the failure of the dimensions of the manufactured
product
33. Priyanka bought a new mobile phone for herself. She explained to her friend that
the mobile phone has a camera, Facebook facility, and music facility in addition
 to the basic functions like phone calls and messaging. Which dimension of
‘product quality’ is Priyanka referring to?
a) Aesthetics
b) Conformance
c) Features
d) Reputation
34. Suresh calls up the customer care to complain regarding his new earphones. He
can’t listen to the other side when his earphones are connected to his mobile
phone. Which dimension of ‘product quality’ has the earphones failed to comply
with?
a) Performance
b) Features
c) Aesthetics
d) Reputation
35. Andrew bought a new mobile phone from the market. While studying its
specifications, he realizes that the mobile phone fails to comply with the national
standards. Which dimension of ‘product quality’ has the mobile phone failed in?
a) Reputation
b) Aesthetics
c) Durability
d) Conformance
36. 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
37. Which of the following is the primary characteristic of an electric kettle while
referring to its ‘performance’?
a) It should boil water efficiently
b) It should indicate the pouring temperature of the water
c) It should be red in color
d) It should be white in color
38. Which of the following is not the best MTBF for a newly purchased laptop?
a) 1 month
b) 2 years
c) 3 years
d) 5 years
39.  Ramesh called customer care to complain about his defective printer. The
customer care tells him that it takes 2 months to repair the kind of defect Ramesh
is facing with the printer. Which dimension of ‘product quality’ is poorly reflected
here?
a) Features
b) Aesthetics
c) Reputation
d) Serviceability
40. Paul found a defect in his newly purchased television set. He called the customer
care to tell about the problem. The customer care told him to write an offline
 application and send it to the retailer. The retailer will then take it forward to the
service center. After this, it will take 2 months to repair the television set. Which
dimension of ‘product quality’ is poorly reflected here?
a) Features
b) Aesthetics
c) Serviceability
d) Reputation
41. Surya inspected his newly purchased bicycle and found a defect on its saddle.
He tells the manufacturer about it. The manufacturer charges ₹5000 for repairing
it. Which dimension of ‘product quality’ is poorly reflected here?
a) Aesthetics
b) Features
c) Serviceability
d) Reputation
42.  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
43. Rajesh went to the market to purchase a khadi cloth for his father. The khadi
cloth which the shopkeeper showed him was white in color, but it had patches of
dust over it at many places. Which dimension of ‘product quality’ was poorly
reflected by the shopkeeper?
a) Reputation
b) Serviceability
c) Durability
d) Aesthetics
44. The dimension of ‘product quality’ which appreciates agile manufacturing is
________
a) Aesthetics
b) Reputation
c) Responsiveness
d) Conformance
45. Nancy went to purchase a new refrigerator for her house. She finds scratches on
most of the refrigerators at the shop. Which dimension of ‘product quality’ is
poorly reflected here?
a) Aesthetics
b) Reputation
c) Durability
d) Reliability
46. Company X, Company Y, and Company Z are mobile manufacturers. They have
been in the market for 10 years. Company X has the record of solving all the
problems reported by their customers while Company Y and Company Z have
the record of solving 80% and 85% of the problems reported by their customers
respectively. Which company will have the highest reputation?
a) Company X
b) Company Y
 c) Company Z
d) Reputation cannot be compared
47. Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room
he was angry on finding that his bed sheet was filthy. Which dimension of ‘service
quality’ was poorly reflected?
a) Tangibles
b) Reliability
c) Responsiveness
d) Empathy
48.  Manoj went to buy a washing machine. On top of the washing machine, it was
mentioned that free service will be provided every 3 months until one year is
completed. Manoj approached the shopkeeper to get a confirmation on the
authenticity of the statement. Which dimension of ‘service quality’ was Manoj
focusing on?
a) Empathy
b) Aesthetics
c) Reliability
d) Reputation
49. At Bengaluru Airport, Karan was surprised by the help he received from the staff
at the airport. He was worried about the standard procedures like collecting
boarding pass and security check-in. But the staff overwhelmingly helped him
overcome all the difficulties. Which dimension of ‘service quality’ was strongly
promoted by the staff at the airport?
a) Aesthetics
b) Features
c) Empathy
d) Reputation
50. Manish had purchased a ticket from a famous airline for his upcoming business
meeting in London. He had injured his left leg a couple of days back and needed
wheelchair assistance. He called the airline customer service and asked for
wheelchair assistance. He was not only promised wheelchair assistance but also
pick-up and drop facility. Which dimension of ‘service quality’ was strongly
promoted here?
a) Assurance
b) Features
c) Aesthetics
d) Reputation
51. Which of the following is not a technique to study the ‘service quality gap’?
a) Surveys
b) Online Research
c) Focus Groups
d) Asking the boss of the company
52. Which of the following is incorrect while referring to challenges faced while
ensuring service quality?
a) Customer expectations change over a period of time
b) Different customers can have different expectations
c) Customer expectations do not change at all
d) Knowledge of all customers about the service may not be the same
53. 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
54. Company A and Company B are two social networking service companies. It has
been found that Company A shares a user’s private information with undetectable
sources while Company B is not accused of any such activities. Which dimension
of ‘service quality’ is at stake?
a) Security
b) Empathy
c) Responsiveness
d) Durability
55.  Amit is a Hindi speaking person. He resides in Chennai. He had to visit the
Passport Office in Chennai to rectify some of the problems he was facing. He
was surprised to find the staff at the Passport Office speaking in different
languages. Name the dimension of ‘service quality’ which was enforced.
a) Communication
b) Security
c) Timeliness
d) Durability
56. Company P and Q are two famous clothing companies in the city. Customers
have complained that the staff at Company P are unaware of modern trends and
seem to take no interest in understanding customer expectations. The staff at
Company Q is knowledgeable and is aware of modern trends. What can you
infer?
a) Company P is more competent than Company Q
b) Company Q is more competent than Company P
c) Company P is at the same level as Company Q in terms of competency
d) Competency cannot be compared
57.  If all the service promised according to the time commitments are met then
__________
a) Timeliness is established
b) Durability is found
c) The service looks attractive
d) Empathy is considered
58.  If an organization commits to 10 promises and if all the promises are met, then
which ‘service quality’ dimension is strongly promoted?
a) Completeness
b) Timeliness
c) Competence
d) Tangibles
59. If an organization focuses on trustworthiness and belief considering the
customer’s best interests, which dimension of ‘service quality’ is focused on by
the organization?
a) Credibility
b) Aesthetics
 c) Durability
d) Timeliness
60. Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym
center near his office. The gym is open from 6 am – 10 pm. Consider the timings
of engagements of both Raju and the gym center, which dimension of ‘service
quality’ is strongly promoted?
a) Timeliness
b) Accessibility and Convenience
c) Credibility
d) Reputation
61. Which of the following is a dimension of ‘service quality’?
a) Durability
b) Serviceability
c) Conformance
d) Consistency
62. What is TQM?
a) Total Quality Management
b) Total Quality Maintenance
c) Total Quality Mitigation
d) Total Quality Managers
63. TQM is the management approach of an organization, centered on quality, based
on the participation of all its members and aiming at long-term success through
customer satisfaction, and benefits to all members of the organization and to
society. Which organization had given this definition of TQM?
a) Total Quality Forum of USA
b) Indian Statistical Institute
c) ISO
d) ASQ
64. TQM is an integrated organizational approach in delighting customers (both
internal and external) by meeting their expectations on a continuous basis
through everyone involved with the organization working on continuous
improvement in all products, services, and processes along with proper problem-
solving methodology. Which organization had given this definition of TQM?
a) Total Quality Forum of USA
b) ISO
c) Indian Statistical Institute
d) ASQ
65. TQM is a people-focused management system that aims at a continual increase
in customer satisfaction at a continually lower cost. TQM is a total system
approach (not a separate area or program), and an integral part of a high-level
strategy. It works horizontally across functions and departments, involving all
employees, top to bottom, and exceeds backward and forward to include the
supply chain and the customer chain. Which organization had given this definition
of TQM?
a) Total Quality Forum of USA
b) ISO
c) Indian Statistical Institute
d) ASQ
66. Which ‘pillar of TQM’ is referred to when the study of customer needs is done, the
requirements of the customer are gathered, and customer satisfaction is
measured and managed?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
67. Which ‘pillar of TQM’ refers to the act of developing a production process that
reduces product variations, and by application of this process, the same product
with the same level of quality is produced every time?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
68. Which ‘pillar of TQM’ refers to TQM’s environment of a committed and well-
trained workforce that participates in activities involving quality improvement?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
69. Which ‘pillar of TQM’ recognizes that product quality is a result of process
quality?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
70.  In traditional management, quality is determined by the company. In total quality
management, quality is determined by the customer.
a) True
b) False
71. Company M has short-term goals like achieving the predicted quarterly profit.
Company N has long-term goals like achieving sustained customer satisfaction.
What can you infer about the management culture?
a) Company M follows traditional management, Company N follows TQM
b) Company N follows traditional management, Company M follows TQM
c) Company M and Company N follows traditional management
d) Company M and Company N follows TQM
72.  In traditional management, individual employees are held accountable for the
presence of a defect.
a) True
b) False
73.  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) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
74.  A company is known to have a reward policy for its employees. The manager
gives its employees a chance to improve if a mistake is conducted by them. What
can you infer about the management culture?
a) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
75. In Company A, the workers who are involved in producing a product are
responsible for its quality. In Company B, everyone in the organization including
the top executives is responsible for producing quality products. What can you
infer about the management culture?
a) Company A follows traditional management, Company B follows TQM
b) Company B follows traditional management, Company A follows TQM
c) Company A and Company B follows traditional management
d) Company A and Company B follows TQM
76.  In Company E, the supervisors and employees solve problems based on their
individual knowledge, skills, and instincts. In Company F, everyone in the
organization solves problems based on substantive data. What can you infer
about the management culture?
a) Company E follows traditional management, Company F follows TQM
b) Company F follows traditional management, Company E follows TQM
c) Company E and Company F follows traditional management
d) Company E and Company F follows TQM
77. Which of the following is a principle of TQM?
a) Product-centered system
b) Customer-focus
c) Intermittent improvement
d) Decisions made by top executives only
78. The customer determines the level of quality.
a) True
b) False
79. To attain customer satisfaction, which of the following is mandatory in TQM?
a) Total employee involvement
b) Manager involvement
c) Founder involvement
d) Co-founder involvement
80. Which of the following is a principle of TQM?
a) Process-centered
b) Product-centered
c) External customer focus only
d) Internal customer focus only
81. Benchmarking is a TQM technique.
a) False
b) True
82.  Which of the following is a principle of TQM?
a) Product-centered system
b) Integrated system
 c) Intermittent improvement
d) Decisions made by top executives only
83. Which of the following is the kind of planning approach a company following TQM
follows?
a) Strategic, random approach
b) Strategic, systematic approach
c) Random approach
d) Normal approach
84. What is the kind of focus put in a company’s processes in TQM?
a) Unsteady improvement
b) Passive improvement
c) Continual improvement
d) Steady improvement
85. Decisions in a company which follows TQM is _______
a) Taken on the basis of the manager’s knowledge
b) Taken on the basis of the founder’s knowledge
c) Taken on the basis of the co-founder’s knowledge
d) Fact-based
86. For proper implementation of TQM, we need ________________
a) To form a confidential group within the company
b) To have two managers in the company
c) To have effective communication between employees
d) To have intermittent communication between employees
87. Which of the following is not an idea that can be incorporated by top
management in a company to develop the Total Quality Program of a company?
a) Management meetings
b) Focus on products and not processes
c) Company magazines
d) Company newsletters
88. Attaining customer satisfaction is the heart of TQM.
a) True
b) False
89. What happens when the top management does not effectively communicate
about the company’s TQM program properly from top to bottom?
a) The TQM program fails to achieve the desired target
b) The TQM program successfully achieves its desired target
c) There is no need to communicate messages
d) Nothing happens to the company’s progress
90. TQM recognizes that each person is responsible for the quality of his work and
for the work of the group.
a) True
b) False
91. In TQM suppliers are treated as _______
a) Enemies
b) Partners
c) Managers
d) Employees
92. Which of the following is not a performance measure to ensure the highest
degree of quality?
a) Productivity
b) Number of company newsletters published in a year
c) Absenteeism
d) Sales turnover
93. Ryan works in a company that follows TQM and produces nuts and bolts. The
company has not moved much from its old design of nuts and bolts. Ryan’s
creativity leads him to a better and effective design of nuts and bolts at the same
production cost as before. It can increase the productivity without compromising
quality. Should the company implement Ryan’s design?
a) Yes, everyone is recognized in a company which follows TQM
b) No, everyone is not recognized in a company which follows TQM
c) Design implementation is the responsibility of the design team only
d) Modern trends must not dominate and make the company lose its originality
94.  In tradition management, Inspection philosophy is followed, and in TQM
________
a) No philosophy is followed
b) Inspection philosophy is followed
c) Prevention philosophy is followed
d) Manager’s philosophy is followed
95. A company producing biscuits implemented TQM philosophy. It collected
feedback data for the age group 50 to 60 years and determined the number of
people using the company’s biscuits and how satisfied they were with the
product. Where did the company go wrong in its analysis?
a) Identified the wrong age group
b) It must take into consideration a larger age group
c) It should not determine the number of people using their product and their level
of satisfaction
d) There is no mistake in their TQM approach
96. The inability to change the organizational structure is a barrier to TQM
implementation.
a) True
b) False
97. The lack of proper training to the employees can act as a barrier to TQM
implementation.
a) True
b) False
98. A company including its manager has 50 members. TQM philosophy is followed
by 40 members only. Did the company properly implement TQM?
a) Yes, only 25 members were sufficient for TQM implementation
b) No, TQM implementation requires the participation of all members of the
company
c) Yes, only 14 members were sufficient for TQM implementation
d) We cannot comment on TQM implementation
99. The 10 years performance of a company was analyzed. The company followed
TQM philosophy for the first two years and moved back to traditional
management. What can you conclude about the management culture of the
 company?
a) Lack of management commitment to follow TQM
b) Lack of management commitment to follow traditional management
c) The management of the company is properly functioning
d) We cannot comment on the management culture of the company
1. A defect in a product produced by a company was reported to the quality
division. The quality division rectified the defect and presented the solution to
the rest of the members of the organization including its manager. But the
organization delayed the implementation for more than a month. What will be
the consequence of this act?
a) There is no problem in delaying the implementation
b) The company will start to fail in satisfying customer needs and hence
customer satisfaction
c) The customer will respect the delay in implementation
d) The manager will be sacked by the founder of the company
2. Which of the following is a tangible benefit of following TQM?
a) Reduction in employee grievances
b) Increase in employee grievances
c) No change in employee grievances
d) We can’t comment on employee grievances
3. Which of the following is not a tangible benefit of following TQM?
a) Increased profitability
b) Increased market and customers
c) Improved productivity
d) Increase in quality costs
4.  The product quality after using TQM philosophy _______
a) Increases
b) Decreases
c) Remains the same
d) We cannot comment on product quality
5. Which of the following is not an intangible benefit of following TQM?
a) Better company image
b) Enhanced problem-solving capacity
c) Enhancement of job interest
d) Reduction in customer satisfaction
6. The working relationships after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
7. Employee participation after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
8. Who among the following is not an American Quality Guru?
a) Crosby
b) Ishikawa
 c) Juran
d) Deming
9. Which of the following is not a contribution made by Deming?
a) Deming’s 14 points
b) System of Profound Knowledge
c) Deming Cycle
d) Taguchi Loss Function
10. According to Deming’s 14 points, which of the following is the meaning of
‘Adopt the new philosophy’?
a) To adopt the new philosophy that was displayed in the newspaper
b) To hire new philosophy for the company
c) To be aware of new challenges, responsibilities and to adopt them
d) To sell old philosophy and start a new philosophy
11. According to Deming’s 14 points, which of the following is the meaning of
‘Cease dependence on inspection to achieve quality’?
a) Eliminate the need for inspection on a mass basis
b) Inspection is not good for the product
c) Inspection is independent
d) Inspection cannot bring quality in products
12. Which of the following does not belong to Deming’s 14 points on route to
quality?
a) Create constancy of purpose towards improvement of product and services
b) Adopt the new philosophy
c) Cease dependence on inspection to achieve quality
d) Start the practice of awarding business on the basis of price tag
13. Which of the following does not belong to Deming’s 14 points on route to
quality?
a) End the practice of awarding business on the basis of the price tag
b) Improve constantly and forever the system of product and service
c) End the concept of training
d) Institute leadership
14. ‘Drive out fear’ is one of Deming’s 14 points on route to quality.
a) False
b) True
15.  ‘Creation of barriers between departments’ is one of Deming’s 14 points on
route to quality.
a) False
b) True
16. What is the other name of Deming’s cycle?
a) PDCA
b) ADCA
c) MDCA
d) SDCA
17. Which of the following does not belong to ‘Seven Deadly Diseases of
Management’?
a) Lack of constancy of purpose
b) Emphasis on short term profits
 c) Reliance on performance appraisals and profits
d) Immobility of top management
18. Which of the following does not belong to ‘Seven Deadly Diseases of
Management’?
a) Reliance on financial figures
b) Excessive medical costs
c) Excessive legal costs
d) Absence of reliance on financial figures
19. What do you mean by ‘System of Profound Knowledge’ described by Deming?
a) Management by positive co-operation
b) Management by negative co-operation
c) Management by unstable co-operation
d) Management by pessimistic co-operation
20. Which of the following is not a key element of the ‘System of Profound
Knowledge’?
a) Hatred for a system
b) Knowledge of statistical theory
c) Theory of knowledge
d) Knowledge of Psychology
21. According to Deming’s 14 points, the barrier to the pride of workmanship
should be ______
a) Removed
b) Promoted
c) Established
d) Encouraged
22. According to Deming’s 14 points, the vigorous program of education and self –
improvement must be ________
a) Instituted
b) Removed
c) Discouraged
d) Demoted
23. Which among the following is not a contribution made by Juran?
a) Juran’s Quality Control Handbook
b) Quality Planning and Analysis
c) Juran on Leadership for Quality
d) Quality is Free
24. Which among the following is not part of Juran’s ‘Three Role Model’?
a) Supplier
b) Process
c) Customer
d) Deming
25. Which among the following is not a contribution made by Juran?
a) Internal Customer
b) Cost of Quality
c) Quality Trilogy
d) Quality Loss Function
26. Which among the following does not belong to the classification of Cost of
Quality done by Juran?
 a) Failure Costs
b) Appraisal Costs
c) Prevention Costs
d) Variable Costs
27. Which among the following does not belong to Juran’s Quality Trilogy?
a) Quality Planning
b) Quality Control
c) Quality Improvement
d) Quality Assurance
28. Which among the following does not belong to Juran’s ten steps to quality
improvement?
a) Build awareness of the need and opportunity for improvement
b) Set goals for improvement
c) Organize to reach goals
d) Adopt the new philosophy
29.  ‘Carry out projects to solve problems’ is a statement belonging to Juran’s ten
steps to quality improvement.
a) True
b) False
30. ‘Report progress’ is a statement belonging to Juran’s ten steps to quality
improvement.
a) True
b) False
31. Identify from Juran’s ten steps to quality improvement a statement which
implies providing a morale boost.
a) Organize to reach goals
b) Adopt the new philosophy
c) Give recognition
d) Provide Training
32.  ‘Communicate results’ is a statement from Juran’s ten steps to quality
improvement. Which of the following is the odd one out with respect to it?
a) Lessons learned
b) Provide training
c) The steps that have been taken to improve quality
d) The feedback that has been given to the manager of the company
33. Which of the following does not mean to ‘Keep score’ from Juran’s ten steps to
quality improvement?
a) Track progress
b) Report achievements
c) Report short-falls
d) Set goals for improvement
34. Which among the following is not a contribution made by Crosby?
a) Quality is Free
b) Quality without Tears
c) Let’s Talk Quality and Leading: The Art of Becoming an Executive
d) Quality Planning and Analysis
35. Which among the following is not a contribution made by Crosby?
a) Four Absolutes of Quality
 b) Fourteen Steps for Quality Improvement
c) Quality Vaccine
d) Quality Trilogy
36. According to Crosby’s First Absolute of Quality, quality is _______ to
requirements, not goodness.
a) Conformance
b) Negligence
c) Carelessness
d) Betrayal
37. According to Crosby’s Second Absolute of Quality, quality is achieved by
_______not appraisal.
a) Prevention
b) Inspection
c) Suspension
d) Retention
38. According to Crosby’s Third Absolute of Quality, quality has a performance
standard of ________not acceptable quality levels.
a) Zero defects
b) Five defects
c) Nine defects
d) Two defects
39.  According to Crosby’s Fourth Absolute of Quality, the measurement of quality
is the price of ______not indexes.
a) Conformance
b) Non-conformance
c) Adherence
d) Performance
40. According to Crosby’s Quality Vaccine, ‘Integrity’ refers to the need for treating
quality seriously throughout the whole business organization from top to
bottom. The future of the company will be judged on the performance on
quality.
a) True
b) False
41. According to Crosby’s Quality Vaccine, ‘Systems’ refers to the need for
maintaining appropriate measures and systems for quality costs, education,
quality, performance, review, improvement, and customer satisfaction.
a) True
b) False
42. Which among the following does not belong to the five sections of Crosby’s
Quality Vaccine?
a) Communication
b) Operations
c) Policies
d) Conformance
43. According to Crosby’s Fourteen Steps for Quality Improvement, what do you
mean by QITs?
a) Quality Injustice Teams
b) Quality Inspection Teams
 c) Quality Injection Teams
d) Quality Improvement Teams
44. Which of the following does not belong to Crosby’s Fourteen Steps for Quality
Improvement?
a) Establish quality measurements
b) Establish a zero defect committee and program
c) Hold a zero defects day
d) Create constancy of purpose towards improvement of product and
service.
45. According to Crosby’s Fourteen Steps for Quality Improvement, what do you
mean by obstacle reporting?
a) To communicate to management about obstacles employees’ face in
attaining quality improvement
b) To report about the no of steps employees’ climb on their way to office
c) To write an article on the topic ‘Obstacle’
d) To write an essay on the topic ‘Obstacle’
46.  Which among the following is not an element of quality statements?
a) Vision Statement
b) Mission Statement
c) Quality Policy Statement
d) Submission Statement
47. The aspiration of the company in a short declaration is called the ________
a) Vision Statement
b) Mission Statement
c) Quality Policy Statement
d) Submission Statement
48. The declaration which lists the functions of an organization and mentions about
the purpose of its employees, customers, and suppliers is called the
_________
a) Customer Statement
b) Mission Statement
c) Supplier Statement
d) Employee Statement
49. The guide for the organization as to how the organization would provide
products and services to its customers is called the _________
a) Quality Policy Statement
b) Product and Service Statement
c) Product Statement
d) Service Statement
50. The quality policy should be written by the CEO and feedback from its
employees is needed.
a) True
b) False
51.  The quality policy is approved by the __________
a) Quality Improvement Team
b) Quality Council
c) Quality Control Team
d) Quality Assurance Team
52. Which of the following is not a key element of a Mission Statement?
a) Obligation to Stakeholders
b) Scope of the Business
c) View of the Future
d) Quality Policy
53. Vision Statement must remain intact even if the market changes.
a) True
b) False
54. Vision Statement talks about the _______ future of the company and Mission
Statement talks about the organization’s ______ leading to the future.
a) Long term, Present
b) Short term, Future
c) Long term, Future
d) Short term, Present
55. The ______ and _______ can be together used in daily decision making.
a) Vision Statement, Decision Statement
b) Mission Statement, Decision Statement
c) Vision Statement, Mission Statement
d) Decision Statement, Progress Statement
56. An organization gave a declaration on its opening on 16th June 2019 that it
wants ‘To eradicate poverty by 2025’. Which quality statement is it referring to?
a) Vision Statement
b) Mission Statement
c) Quality Policy Statement
d) Submission Statement
57. The cost associated with NOT producing quality products or services is called
________
a) Cost of Quality
b) Cost of Poor Quality Product
c) Cost of Mistake
d) Cost of Poor Quality Service
58. Costs associated with improving quality or cost of conformance is called
_______
a) Cost of Good Quality
b) Cost of Poor Quality
c) Cost of Improvement
d) Cost of Planning
59. Costs associated with non-conformance or the costs due to poor quality is
called ______
a) Cost of Good Quality
b) Cost of Poor Quality
c) Cost of Improvement
d) Cost of Planning
60. Costs associated with the prevention of non-conformance to requirements is
called _______
a) Prevention Costs
b) Appraisal Costs
 c) Internal Failure Costs
d) External Failure Costs
61. Costs associated with appraising a product or service for conformance to
requirements is called ______
a) Prevention Costs
b) Appraisal Costs
c) Internal Failure Costs
d) External Failure Costs
62. Mathematically, the cost of quality equals to _______
a) Prevention Costs + Appraisal Costs + Internal Failure Costs + External
Failure Costs
b) Prevention Costs + Appraisal Costs + Internal Failure Costs – External
Failure Costs
c) Prevention Costs + Appraisal Costs + Internal Failure Costs * External
Failure Costs
d) Prevention Costs – Appraisal Costs + Internal Failure Costs + External
Failure Costs
63. Which of the following does not belong to Prevention Costs?
a) Marketing research
b) Customer/User perception surveys
c) Design quality progress reviews
d) Lost sales
64. Which of the following does not belong to Prevention Costs?
a) Design support activities
b) Product design qualification test
c) Service design qualification
d) Downgraded end-product or service
65. Which of the following does not belong to Internal Failure Costs?
a) Rework due to Design Changes
b) Scrap due to Design Changes
c) Design Corrective Action
d) Returned Goods
66. Which of the following does not belong to Internal Failure Costs?
a) Uncontrolled Material Losses
b) Purchased Material Replacement Costs
c) Re-inspection / Retest Costs
d) Supplier Reviews
67. Which of the following does not belong to External Failure Costs?
a) Complaint investigations
b) Warranty claims
c) Liability costs
d) Supplier quality planning
68. Quality improvement, Quality education, and Quality performance reporting fall
under the category of _______
a) Appraisal Costs
b) Prevention Costs
c) Internal Failure Costs
d) External Failure Costs
69. Retrofit costs fall under the category of _______
a) Appraisal Costs
b) Prevention Costs
c) Internal Failure Costs
d) External Failure Costs
70. Receiving or incoming inspections and tests fall under the category of ______
a) Purchasing Appraisal Costs
b) Operations Appraisal Costs
c) External Appraisal Costs
d) External Failure Costs
71. Evaluation of field stock and spare parts fall under the category of ______
a) Purchasing Appraisal Costs
b) Operations Appraisal Costs
c) External Appraisal Costs
d) External Failure Costs
72. Quality cost per hour direct labor is called ________
a) Labor base index
b) Cost base index
c) Sales base index
d) Unit base index
73. Quality cost per rupee of production cost is called _______
a) Labor base index
b) Cost base index
c) Sales base index
d) Production base index
74. Quality cost per rupee of net sales is called _______
a) Labor base index
b) Rupee base index
c) Sales base index
d) Unit base index
75. Quality cost per unit of production is called _______
a) Labor base index
b) Rupee base index
c) Sales base index
d) Unit base index
76. Timesheets, schedules and minutes of meetings are important sources for
collecting/reporting quality costs in an organization.
a) True
b) False
77. Expense reports, credit and debit memos and cost estimates are important
sources for collecting/reporting quality costs in an organization.
a) True
b) False
78. What is the other name of intangible costs?
a) Hidden Costs
b) Prevention Costs
c) Appraisal Costs
d) Internal Failure Costs
79. Which of the following does not fall under the category of Hidden Costs?
a) Potential loss sales
b) Loss of customer goodwill
c) Offsetting customer dissatisfaction
d) Marketing research
80. Which of the following describes best Juran’s model of optimum quality costs?
a) It includes costs of internal and external failures curve, costs of
appraisal and prevention curve and total quality costs curve
b) It includes costs of internal and external failures curve and costs of appraisal
and prevention curve
c) It includes costs of internal and external failures curve and total quality costs
curve
d) It includes costs of appraisal and prevention curve and total quality costs
curve
81.  The commonly used techniques for measuring quality costs are __________
a) Trend analysis and Pareto analysis
b) Trend analysis only
c) Pareto analysis only
d) Trigonometry
82. According to Teboul’s model of customer satisfaction, identify the regions
shaded in red, green and yellow respectively.

a) Company Offer, Customer Satisfaction, Customer Needs

b) Customer Satisfaction, Customer Needs, Company Offer
c) Customer Needs, Customer Satisfaction, Company Offer
d) Customer Needs, Company Offer, Customer Satisfaction
83. Who among the following is not a hidden customer?
a) Regulators
b) Critics
c) Opinion leaders
d) Managers
84. Those who are not currently using the product but have the capability of
becoming customers in future are called __________
a) Potential Customers
b) Hidden Customers
c) Suppliers
d) Processors
85. Organizations / People who use the product or output as an input for producing
their own product are called _________
a) Potential Customers
b) Hidden Customers
c) Suppliers
d) Processors
86. Who among the following do not fall under the category of External Customers?
a) Purchasers
b) Merchants
c) Hidden Customers
d) Quality Management Unit of a Company
87.  According to ASQ survey, which of the following is not part of customer
perceptions?
a) Performance
b) Features
c) Service
d) Discredit
88. In the modern world, warranty attached to a product attracts and build markets.
a) True
b) False
89.  Reputation of a firm brings the market to them and fetches them more
customers.
a) True
b) False
90. Which among the following is not a factor influencing customer perception of
quality before making a purchase?
a) Company’s brand name and image
b) Opinions of friends
c) Spare parts availability
d) Published Test Results
91. Which among the following does not fall under the category of factors
influencing customer perception of quality before making a purchase?
a) Previous experience
b) Advertised price for performance
c) Store reputation
d) Reliability
92. Which among the following does not fall under the category of factors
influencing customer perception of quality at the point of making a purchase?
a) Performance specifications
b) Comments of sales people
c) Warranty provisions
d) Service effectiveness
93.  Which among the following is not a factor influencing customer perception of
quality at the point of making a purchase?
a) Service and Repair Policies
b) Support Programs
c) Quoted Price for Performance
d) Comparative Performance
94.  Which among the following is not a factor influencing customer perception of
quality after making a purchase?
a) Ease of use
b) Ease of installation
c) Previous experience
d) Handling of repairs claims and warranty
95. Which of the following is not the best way to gather information about customer
needs?
a) Information on competitor’s products
b) Personal visits to customer locations
c) Employees with special knowledge of the customer
d) Threatening customers to tell their needs
96. Which of the following cannot be considered as a technique to gather
information about customer needs?
a) Customer meetings
b) Tracking customer complaints
c) Government or Independent Laboratory Data
d) Waiting for customer to come and tell about their needs
97. Which of the following is false regarding the Kano Model of Customer
Satisfaction?
a) Identifying customer needs
b) Determining functional requirements
c) Concept development
d) Inability in analyzing competitive product
98. Complaints, industry standards, and what your competitors are doing are
techniques to gather information about Basic Needs.
a) True
b) False
99. The customer needs that keep a company in the market are called
___________
a) Performance Needs
b) Basic Needs
c) Excitement Needs
d) Excess Needs
1. Market research, focus groups, Surveys, Clinics, Interviews, and Contextual
Enquiry are techniques to gather information about Performance Needs.
a) True
b) False
2. The customer needs that bring with them pleasant surprises and customer
delight are called ________________
a) Performance Needs
b) Basic Needs
c) Excitement Needs
d) Excess Needs
3. The expression of dissatisfaction with a product/service, either orally or in
writing, from an internal customer or external customer is called _______
a) customer needs
b) customer delight
c) customer expectations
d) customer complaints
4. Which of the following is not a tool used to collect customer complaints?
a) Ask the manager of the company to list down potential reasons for
customer complaints
b) Social media
 c) Toll – free telephone numbers
d) Customer visits
5. _________ is the set of activities performed by an organization used to satisfy
the customer and their needs.
a) Customer satisfaction
b) Customer service
c) Customer needs
d) Customer delight
6.  Which of the following is not an element of customer service?
a) Organization
b) Customer care
c) Communication
d) Co-founder
7. ________ defines activities which occur within an organization that ensures a
customer is not only satisfied but also retained.
a) Customer care
b) Customer satisfaction
c) Customer needs
d) Customer delight
8.  The process of involving yourself and influencing others towards the
accomplishment of goals is called _______
a) Leadership
b) Dictatorship
c) Sportsmanship
d) Autocracy
9. Leaders use _______ to create a sustainable competitive advantage for their
organization.
a) Ineffective strategy
b) Effective strategy
c) Papers
d) Media
10. Quality leaders give primary importance to ___________ and their needs.
a) Internal and external customers
b) Founder and co-founder
c) Founder and internal customer
d) Founder and external customer
11. Quality leaders care about the development of people’s skills and capabilities.
a) True
b) False
12. Which of the following is false regarding the supplier and quality leader
relationship?
a) Support them when needed, Audit their capabilities
b) Recognize quality improvements made by suppliers
c) Encourage joint improvement action
d) Scold them if there is lack of quality
13. Quality leaders focus on _____________ rather than maintenance.
a) Continuous improvement
b) Discontinuous improvement
 c) Static improvement
d) Aesthetics
14. Quality Leaders _________ people rather than directing and supervising them.
a) Train and coach
b) Scold
c) Threaten
d) Fire
15. Which of the following is false regarding quality leaders promoting teamwork?
a) Multidisciplinary teamwork
b) Create involvement
c) Active participation of everyone
d) Discourage involvement
16.  Quality leaders support benchmarking.
a) False
b) True
17. Quality leaders encourage _______ over ________ when we consider
functions of various departments in a company.
a) Collaboration, competition
b) Competition, collaboration
c) Competition, threat
d) Threat, collaboration
18. Which of the following is false regarding the kind of environment quality leaders
try to build in a company?
a) Empowerment
b) Innovation
c) Agility
d) Localized learning
19. Which of the false regarding quality leaders reviewing organizational
performance?
a) They review organizational performance but not their own performance
b) They review organizational performance and also their own
performance
c) They don’t review organizational performance as they hate it
d) They don’t review organizational performance as they don’t have time for it
20.  Which of the following is an autocratic style of leadership?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
21. In which of the following leadership styles the workforce have little input or
feedback?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
22. The type of leadership style in which the leader seeks input from those working
under him/her is called _________
 a) Indirect style of leadership
b) Consultative style of leadership
23. In consultative style of leadership, the _______ is the final decision maker.
a) Leader
b) Workforce
c) Founder
d) Co-founder
24. Which of the following is false regarding Participative Style of Leadership?
a) Leader assigns work to the workforce
b) Leader provides guidance during the work process
c) Leader makes decision based on the conclusions made by the workforce
d) Leader doesn’t assign any task to its workforce
25.  In which of the following kind of leadership style the individual or team is given
responsibility and authority to complete the task with minimum input from the
leader?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
26. Which of the following is not a kind of leadership skill required for effective
leadership?
a) Vision
b) Empowerment
c) Intuition
d) Threat
27. ______ occurs when leaders integrate their values into the company’s system.
a) Intuition
b) Self – understanding
c) Value congruence
d) Vision
28. Which values does an effective leader focus on?
a) Trust and respect of individuals
b) Openness
c) Teamwork
d) Disintegration
29. The vision of a leader is crucial during times when the customer needs change.
a) True
b) False
30. Leaders empower employees to take and assume ownership of problems or
opportunities and to be pro-active.
a) True
b) False
31.  When did the Quality Council of India form?
a) 1993
b) 1997
c) 1998
d) 1999
32. A _______ is a team that provides overall direction for achieving total quality
culture.
a) Quality Council
b) Quality Management
33. The objective of the Quality Council team is to establish quality in the work
culture of the organization.
a) True
b) False
34. Who among the following is not part of a Quality Council team of an
organization?
a) CEO
b) Senior managers of functional areas
c) Quality Council coordinator or consultant.
d) External customer
35. Which of the following is not a method that can be implemented by the Quality
Council team to promote quality consciousness in the organization?
a) Seminars
b) Study Tours
c) Training
d) Threatening the workforce to follow the quality policy
36. In a production company, the testing and calibration facilities have not been
upgraded. What is the duty of the Quality Council team?
a) There is no need to worry to upgrade the existing facilities
b) Immediately plan to upgrade the existing facilities
c) Planning to upgrade the existing facilities is a crime
d) Wait for the existing facilities to fail
37. To encourage basic and applied R&D in the field of quality and sharing the
results with the organization is one of the duties of the Quality Council team.
a) False
b) True
38. Which of the following is not the responsibility of the Quality Council
Coordinator?
a) To develop two-way trust
b) To empower the team
c) To share council expectations with the team
d) To develop one-way trust
39.  Which of the following is not the duty of the Quality Council?
a) To establish the core values and quality statements
b) To end the planning of training and education programs
c) To determine and monitor the cost of poor quality
d) To establish the strategic long – term plan with goals
40.  Which of the following is not the duty of the Quality Council?
a) To perform and monitor the performance measure of each functional area
b) To determine continually those projects that improve the processes affecting
customer satisfaction
c) To establish the multi-functional project and departmental teams and monitor
their progress
 d) To prevent establishing/revising the recognition and reward system
periodically
41. The long-term direction of the organization in which it wants to proceed in the
future is known as __________
a) Strategic Planning
b) Short-Term Planning
42. Identify the correct option with respect to the activities involved in Strategic
Planning.
a) Developing goals only
b) Developing objectives only
c) Developing action plans only
d) Developing goals, objectives and action plans
43. Which of the following is correct in terms of the scope for Strategic Planning?
a) One month
b) Two months
c) Three months
d) Four years
44. Strategic Planning is one of the critical aspects of leadership.
a) True
b) False
45. The attempts that are made to improve an organization’s performance by
making mission statements concrete are called ________
a) Goals
b) Objectives
c) Plans
d) Action Plans
46. Which of the following is not a best practice for an organization when it is
planning its goals?
a) Improving customer satisfaction target
b) Cost reduction targets in a year
c) Improving market share
d) Decreasing market share
47. The operational definition of goals is called __________
a) Goals
b) Objectives
c) Plans
d) Action Plans
48. Which of the following describes special tactics, assigned responsibilities, how
resource allocation is done, scheduled activities and efforts and specify vision
target?
a) Goals
b) Special Objectives
c) Plans
d) Objectives
49. Which of the following is not an example of strategic planning in an
organization?
a) The planned growth rate in sales
b) Diversification of business into new lines
 c) Types of products to be offered
d) The planning for natural disasters
50. Identify the correct option with respect to the goals and objectives of an
organization having a strategic quality planning.
a) They are Process and Result oriented
b) They are Process oriented
c) They are Result oriented
d) They are neither Process oriented nor Result oriented
51.  Identify the correct option with respect to the goals and objectives of an
organization having a strategic quality planning.
a) They are based on data and driven by trend or pattern analysis
b) They are based on hunches or guesses
c) They are based on neither data nor guesses
d) They are based on social media
52. Improvement activities in strategic quality planning are focused on activities
critical to success.
a) True
b) False
53. Which of the following statement is incorrect with respect to strategic quality
planning cycle?
a) The identification of customer needs is the first step
b) The determination of customer positioning is the second step
c) It is necessary to predict the future and is the third step
d) The study of gap analysis and how to open the gap
54. According to ISO, the quality system is the organizational structure,
responsibilities, procedures, processes, and resources for implementing quality
management.
a) True
b) False
55. Which of the following must not be a characteristic of a quality system?
a) It must be well-understood
b) Products or services actually do satisfy customer expectations
c) Emphasis on problem prevention
d) It must be ineffective
56. A quality system is involved in all phases from initial identification to final
satisfaction of requirements and meeting customer satisfaction.
a) True
b) False
57.  Which of the following is not an advantage of implementing a quality system
that conforms to ISO standards?
a) Improvement in employee involvement
b) Improvement in housekeeping
c) Improvement in customer satisfaction
d) Inefficient decision making
58. Which of the following cannot be considered a reason for implementing a
quality system that conforms to ISO standards?
a) Improvement in safe working
b) Reduction in customer complaints
 c) Increased inspection efforts
d) Decreased inspection efforts
59.  Which of the following represents India in ISO?
a) PFRDA
b) FSSAI
c) BIS
d) BCCI
60. Which is the latest ISO 9001 version in the ISO 9000 family?
a) ISO 9001:1994
b) ISO 9001:2000
c) ISO 9001:2008
d) ISO 9001:2015
61. Which of the following is/are the advantage(s) of using the ISO 9001 standard?
a) Organizing processes
b) Improving the efficiency of processes
c) Continuous improvement
d) Organizing processes, improving the efficiency of processes, and
continuous improvement
62.  Which is the only standard in the ISO 9000 family to which organizations can
certify?
a) ISO 9000
b) ISO 9001
c) ISO 14000
d) ISO 9004
63.  Which ISO standard provides guidelines for auditing management systems?
a) ISO 19011:2018
b) ISO 9000:2015
c) ISO 9001:2015
d) ISO 9004:2018
64. Which ISO 9000 family standard provides the fundamentals and vocabulary for
quality management systems?
a) ISO 19011:2018
b) ISO 9000:2015
c) ISO 9001:2015
d) ISO 9004:2018
65. Which is the latest ISO 9000 version in the ISO 9000 family?
a) ISO 9000:1987
b) ISO 9000:2000
c) ISO 19011:2018
d) ISO 9000:2015
66. Which ISO standard provides guidance to achieve sustained success and the
continuous improvement of an organization?
a) ISO 19011:2018
b) ISO 9000:2015
c) ISO 9001:2015
d) ISO 9004:2018
67. Which of the following is not a quality management principle on the basis of
which ISO 9000:2015 and ISO 9001:2015 are based on?
 a) Customer focus
b) Leadership
c) Customer dissatisfaction
d) Evidence based decision making
68.  ISO 14000 standards are for the _________
a) Quality Management System
b) Environmental Management System
c) Administration
d) Supply chain
69.  In which year did the ISO create the ISO 14000 family of standards?
a) 1956
b) 1966
c) 1978
d) 1996
70. Which is the first environmental management system standard?
a) BS 7750
b) ISO 9000
c) ISO 9001
d) ISO 9004
71.  In which year did the current revision of ISO 14001 get published?
a) 2010
b) 2011
c) 2015
d) 2016
72. Which one of the following is not within the purview of ISO 14000 family of
standards?
a) Environmental management system
b) Environment auditing
c) Life-cycle assessment
d) Quality management system
73.  Which one of the following does not belong to the area of Organization
Evaluation Standards in ISO 14000 series?
a) Environmental management system
b) Environmental auditing
c) Environmental performance evaluation
d) Environmental labels and declarations
74. Environmental aspects in product standards belong to the area of Product
Evaluation Standards in ISO 14000 series.
a) True
b) False
75.  Which of the following pair of ISO 14000 standards fall under the category of
Environmental Management System?
a) ISO 14001 and ISO 14004
b) ISO 14010 and ISO 14001
c) ISO 14011 and ISO 14001
d) ISO 14011 and ISO 14004
76. Which of the following pair of ISO 14000 standards fall under the category of
Environmental Auditing?
 a) ISO 14001 and ISO 14004
b) ISO 14010 and ISO 14011
c) ISO 14011 and ISO 14001
d) ISO 14012 and ISO 14004
77. ISO 14012 refers to qualification criteria for environmental auditors.
a) True
b) False
78. Which ISO 14000 series standard refers to the guidelines on Environmental
Performance Evaluation?
a) ISO 14001
b) ISO 14004
c) ISO 14010
d) ISO 14031
79.  Which of the following pair of ISO 14000 standards fall under the category of
Environmental Labelling?
a) ISO 14001 and ISO 14004
b) ISO 14010 and ISO 14011
c) ISO 14020 and ISO 14021
d) ISO 14012 and ISO 14020
80. Which of the following pair of ISO 14000 standards belong to the category of
Environmental Labelling?
a) ISO 14022 and ISO 14023
b) ISO 14001 and ISO 14004
81. Which of the following pair of ISO 14000 standards belong to the category of
Life Cycle Assessment?
a) ISO 14041 and ISO 14023
b) ISO 14041 and ISO 14004
c) ISO 14040 and ISO 14041
d) ISO 14040 and ISO 14020
82. Which of the following pair of ISO 14000 standards fall under the category of
Life Cycle Assessment?
a) ISO 14041 and ISO 14023
b) ISO 14041 and ISO 14004
c) ISO 14042 and ISO 14043
d) ISO 14040 and ISO 14020
83. What is not benchmarking?
a) Systematic search for best practices
b) Systematic search for innovative ideas
c) Systematic search for highly effective operating procedures
d) Systematic search for imitating competitors
84.  Defining a proper metric for performance comparison is important in
benchmarking.
a) True
b) False
85. Benchmarking requires managers who understand the reasons for
performance variation.
a) True
b) False