impnerer == res sta006 or oot causes, and ensures SP". ership Success demands) Green, ent, clear metrics, trained “P vr Black), and @ focus a er satisfaction. sophies Ini” top management © ks to meet or exceed custo Guided by ership, employee system approaches, fact-based decisions, “ith suppliers. empowerment continuou! principles of customer n_ financial it, iS and TQM emphasizes inspection and quality at every Seiton-Seiso-Seiketsu-Shitsuke) well-arranged, disciplined work s find tools fast avoid errors/ ustain order through SOPs and ductivity, morale and customer ) uses visual cards/boards to t the next step needs —limiting >rproduction, syncing suppliers, pottlenecks; types _ include val, supplier and signal cards. ne responsible for machine zero breakdowns/defects/ (autonomous and planned y maintenance, focused early equipment SHE, office TPM) raise OEE, k delivers more value with Cutting the 7 wastes mg, transport, over. motion, defects) and teps: define value, map establish pull (often via rfection through kaizen; Yoke, VSM, and TPM. : a jmproverMe'" operation, ternal al \0F documentation, continual improvement, - es 0e" shi certification 02 (EMS) guides Pollution is pu ti 150 LEON ey, compliance and rep ie oor cl resource eff planning, — impleme, "| O ge rough PONCY May OF ait thr 9 and review. ne checking an \d Health) sets P safety an Wort, r + OSHA 2078 Corrafe equipment, exposure Ms, z new safety Norm 4s, training, inspections, al eA 5u99' emergency P protecting rights, a prom keeping ind legal compliance. i) © nar [Link] leo : ae ERP (Enterprise Resource Planning) intey,, ich 0 . nancial) production, inventory, “|g ci hl vurehasing, supply chain and CRM on one te - swe ane platform, reducing duplication and qq,’ ¢ ity while improving co-ordination, transparency . a “ decisions (with costs/training as trade-offs). @ a + Service Quality and Servicescape shape,’ ©) E customer experience. SERVQUAL Reliabiiy oO : Responsiveness, Assurance, Empathy, Tangible @ Fir drives satisfaction and loyalty, while servicesc, 30. Qualit (ambient conditions, layout, signage, cleanlines (a) BI safety) influences comfort, behavior and bran: ot image. i 11. Thet (UTE TEs CeCe emo lt estes ste ty 3.19 = (a) I The main purpose of a Quality Circle isto___. (b) t (a) Solve workplace problems through teamwork ©] (b) Conduct financial audits (d) | (©) Replace management 3 = ; ; 12. Qu !) Supervise marketing activities ay Quality Circles operate on the principle of : in (a) Hierarchical control me (b) Employee Participation and empowerment 13. i. (©) Autocratic leadership . () External consultancy a Th ity Ci © concept of Quality Circles originated in : i @) Usa « ne (b) Japan ermany (d) India Nirali Prakashe*i. Six Sigma was developed by __. . 33. Si Sigma projects use wich Key oO (d) Marketing mix (a) Motorola (b) Toyota (©) General Electric (d) Ford The statistical goal of Six Sigma is. (a) 3.4 defects per million opportunities (©) 100 defects per million i (© 99% accuracygon. M o se principle of TOM is _ Management Practices pocorn rine che Nate 53, In 5S, “Seiri* stands for _. M0009 ig after errors (a) Set in order pron (b) Sort = remove unnecessary items 0 One ck (©) Shine ~ clean the area fo wring fe (4) Sustain ~ maintain standards 4 promotes ; 54, The second “S*, “Seiton” means _ iT. cystomer-driven organization (@) Standardize fy profit-ariven only (b) Set things in order for easy access ie technology-driven only (©) Shine the workplace (g Manager-driven (@) Sustain improvements 5 1M emphasizes the use of __. 55. “Seiso” refers to 2) Quality tools like Pareto chart, Histogram, Check (a) Keeping the workplace neat and clean Sheet (b) Sorting out materials (p Fnancial tools rotenone (g Advertsing campaigns (@) Conducting audits (@) Stock analysis: 56. The fourth "S” ~ “Seiketsu” means _ __ wich ofthe following is NOT an element of TOM? {@) Shining tools {@ Continuous improvement (b) Standardizing procedures (o) Employee participation (©) Sustaining improvements (@ Customer focus (@) Sorting and discarding waste (6) Rigid hierarchy 57. The fifth “S", “Shitsuke,” means _. 4. The Plan-Do-Check-Act (PDCA) cycle is used in TQM (@) Sorting for__— (6) Discipline and sustaining the habit of SS {@) Continuous improvement (© Supervising workers (@) Marketing (@) Scheduling production (@) Recruitment 58. The main benefit of 5S is_. (@ Financial planning (@) Lower product quality 8. Which of the following is a benefit of TQM? (b) Clean, safe and efficient workplace {@) Improved morale and productivity (@) Increased paperwork G) Moreno (@) Less teamwork peace ee 59, Which of the following is NOT part of the 5S system? (@) Lower customer satisfaction “ = ae i oe é it ix Sigma Bp ie uitinate aim of TOM ote F 60. The 5S method is most closely Race, (@) Long-term customer loyalty and organizational ; : Sara: ee (@) Lean manufacturing and continuous improvement Shorter eae (6) Advertising strategy fp kadmuncipeneen (©) Finance and accounting (¢) Minimum employee involvement (d) Marketing management Batis ai purpose of 55's 61. Ared tag is commonly used during which 5S stage? (2) Increase sales (@) Seiketsu (©) Seiri (Sorting) (0) Organize the workplace and improve efficiency (©) Selso (d) Shitsuke (0 Hire more workers: 62. The goal of "Set in Order" is to__. 5, Reduce salaries (a) Arrange items so they are easy to find and return originated in which country? (b) Store everything randomly : ong {b) USA (©) Remove all tools from the area PaO, (d}.Germany- (d) Paint the walls 32 ‘ira Prakashanvp 0 Management Practices ne ain goof Kanban in production ft 9. yraduce only what is needed, when it is needea produce maximum quantity regardless of demand © cop production frequently & ore large aantites of Fished goods wu stands for 9 otal Product Maintenance 6) ral Productive Maintenance OY rotal Process Management {Total Preventive Management _ Geman objective of TPM isto Py Increase machine breakdowns fp Maximize equipment efficiency and eliminate losses (g increase supervision (@ Reduce operator involvement ‘pm was first introduced in B USA (b) Japan (@ Germany (@) India x. TPM originated from which company? a) Toyota {&) Nippon Denso (a Toyota group company) (@ Ford Motors (@) Honda is. TPMis@ part of which management philosophy? (@) lean Manufacturing and Total Quality Management (TQM) (b Financial Management (@ Marketing Management (@) Personnel Management % The ultimate goal of TPM is to achieve {@) Zero accidents, zero defects and zero breakdowns __(b) 50% reduction in production (@ Higher machine downtime (6) Overproduction The key concept of TPM is {@) Maintenance is the job of only the maintenance department {b) Every employee is respon: ‘and care of equipment (©) Only engineers maintain equipment (¢) Maintenance after failure only TPM focuses on improving (2) Overall Equipment Effectiveness (OEE) (9) Financial performance (9 Worker absenteeism (9) Marketing promotion le for maintenance 89. TPM emphasizes which type of maintenance? (@) Breakdown maintenance (b) Preventive and Autonomous maintenance (©) Emergency maintenance (4) External maintenance only 90. The TPM concept includes how many major pillars? 3 () 5 8 (@ 10 91. Which of the following is NOT one of the 8 Pillars of TPM? (@) Autonomous Maintenance (©) Focused Improvement (© Product Design (d) Education and Training 92. The first pillar of TPM, “Autonomous Maintenance”, means (2) Operators clean, inspect and maintain their own machines (0) Only maintenance staff clean machines (©) Maintenance is ignored (8) Outsiders repair machines 93. Which of the following is a key benefit of TPM? (a) Reduced downtime and improved productivity (b) Increased waste (0 Higher defect rate (6) More accidents 94. The formula for Overall Equipment Effectiveness (OEE) involves __. (@) Availability x Performance x Quality (©) Quantity x Time x Speed (©) Cost x Profit x Turnover (d) Safety x Speed x Staff 95, TPM aims to create a work culture of (a) Reactive maintenance (©) Blaming maintenance staff (d) Minimal operator training 96, The main objective of Lean Manufacturing is to (@) Reduce workforce (b) Eliminate waste and improve value to the customer (©) Increase paperwork (2) Expand inventory Nira Prakashan97. Lean Manufacturing originated from which company? (a) Ford Motors (b) Toyota Motor CorporationManagement (Sem. Vi) 130, The "9001" in 150 9001:2016 refers to (@) A specific family of quality management standards (©) Energy efficiency code (€) Safety policy number (@) Industry license 131, The Quality Management Principles (QMPs) in ISO 9001:2016 include all EXCEPT _ (@) Customer focus (6) Leadership (©) ‘Supplier monopoly (d) Continuous improvement 132.1SO 9001:2016 replaced which earlier version? (@) 150 9001:2000 (b) ISO 9001:2008 (© 180 9001:2012 (4) 150 9001:2014 133. The key clause in 1SO 9001:2016 that deals with Understanding organizational context is__. (@) Clause 4 (©) Clause 5 {0 Clause 7 (@) Clause 9 134. Clause 5 of ISO 9001:2016 mainly deals with _. (@) Leadership and commitment (©) Planning (© Support and resources (@) Operation 135. The term “PDCA cycle” in ISO 9001:2016 stands for {@) Plan, Do, Check, Act (©) Prepare, Deliver, Control, Approve (©) Produce, Develop, Create, Apply (6) Plan, Design, Communicate, Act 136, Which clause in ISO 9001:2016 covers “Performance Evaluation"? (2) Clause 5 (b) Clause 7 (©) Clause 9 (@) Clause 10 137. The principle “Evidence-Based Decision Making” 1SO 9001:2016 means_. (2) Decisions should be based on data and analysis (b) Decisions should be emotional (©) Decisions should follow hierarchy only (@) Decisions should be delayed 138, ISO 9001:2016 is applicable to__ (@) Only manufacturing companies (b) All types of organizations, regardless of size or sector (©) Only government offices (A) Only large MNCs Manageme Preys, ’ 2016 certi 139, The main benefit of $0 9001:2016 certiicaton , Hy (@) Inereased customer trust and global recognition (b) More documentation (©) Higher taxes (d) Less process control ; 140. Continual improvement in ISO 9001:2016 is ensurgg through _. (a) Monitoring, analysis and corrective action (©) Only annual review (©) Random changes : (a) Employee turnover 141. ISO 14000 series standards relate to (@) Quality management (b) Environmental management (©) Safety management (A) Financial auditing 142, The main objective of ISO 14000 is to_. (2) Increase production (b) Reduce environmental sustainable practices (©) Promote advertising (d) Regulate product pricing 143, The ISO 14000 family provides guidelines for_ (@) Environmental Management Systems (EMS) (b) Human Resource Development (© Financial Accounting (d) Marketing Strategy 144, ISO 14001 is the standard that specifies__ (2) Requirements for an Environmental Management System (b) Occupational Safety Procedures (© Quality Control Guidelines (d) Product Design Standards 145. ISO 14000 standards are issued by___. (@) World Bank (©) International Organization for Standardization (SO), Geneva (© United Nations (@) Bureau of Indian Standards 146. The primary benefit of ISO 14000 certification is__ (@) Better environmental performance and ‘compliance with legal requirements (b) Higher taxation (©) Reduced employee involvement (@) Increased waste impact and promote Wirall Prakashanenv ainly on go focuses ™ leas ane processes that affect the environment yew products 8 0 n © avertsing «9 Aarrsng production speed (0 eating employee behavior 8 eee following is NOT a benefit of 150 140007 3 whe ction in polation and waste 0) Feed company reputation (@ Megat compliance .. 3% philosophy of SO 14000 is based on amecorsnuous environmental improvement and ) Cervention of pollution preven! » grort-term profits & ateting and branding © nancial investment grovah 3p 1400 standards apply to__. fa only large industries 6 altypes and sizes of organizations organi: 5 {@ Government organizations only (Chemical industries only gate FOCA (Plan-Do-Check-Adt) ojcle used in 1S0 11000 helps in. (a) Continuous improvement of performance {0 Increasing paperwork (@ Reducing training needs (@ Delaying projects Wich of the following is an example of ISO 14000 is implementation? {2) Recycling industrial waste and reducing e (0) Inceasing packaging waste (@ Ignoring environmental laws (@) Expanding factory emissions y 15. OSHA stands for_. (@) Occupational Safety and Health Administration () Office of Safety and Health Association ty (@ Occupational Service and Human Authority (@ Organization of Safety and Health Agencies 154 The main purpose of OSHA is to___- (8) Promote industrial production () Ensure safe and healthy working conditions for employees (0) Manage business profits (8) Reduce working hours environmental Management Practices 155. OSHA was established in which year? (a) 1969 (b) 1970 (© 1975 (6) 1980 156.0SHA functions under which US. government department? (9) Department of Commerce (b) Department of Labor (©) Department of Finance (4) Department of Health and Human Services 157. The OSHA Act of 1970 gives employees the right t0 (@) Higher wages (b) Safe workplace and freedom to report hazards without fear (0) Flexible working hours (4) More vacation days 158, The OSHA 2020 standards emphasize ___ (@) COVID-19 workplace safety and health guidelines (b) Product marketing regulations (©) Environmental management (4) Tax reforms 1159, Under OSHA, employers are responsible for (@) Providing a workplace free from recognized hazards (b) Deciding employees’ salaries (© Handling only production tasks (@) Promoting tourism 160. OSHA inspections may occur _. (2) Only once in 10 years (b) Without advance notice, based on complaints oF accidents (©) Only after management approval (@) Only during office hours 161. The OSHA 2020 guidelines require employers to (@ Maintain proper ventilation, PPE use and social distancing during pandemics (b) Increase working hours (©) Cancel safety training (4) Ignore hazard reports 162. The ultimate aim of OSHA is to _. (a) Prevent workplace injuries, illnesses and deaths (b) Increase factory output (©) Enforce environmental laws (d) Reduce salaries 328 ‘irall PrakashanF i Pra the greatest influence on customer te Nott ice quality and employee behavior advertisement on product packaging ; price discounts alone sisi customers most key t9_ Recommend the service to others er switch to a competitor and share negative © feedback ig icrease company profits (plore sence experience ys-sniscape refers tO (a) The physical environment in which a service is delivered {p) The online marketing of products {o Alandscape [Link] {@ Employee turnover rate or me Management Practices 184. Examples of elements in a “Servicescape” include (@) Lighting, layout, color, signage and music in 2 service setting (b) Sales reports and graphs (©) Staff salaries () Company policies only 185. The purpose of designing an effective Servicescape is to (2) Influence customer perception, comfort and satisfaction (0) Increase product storage (0) Reduce employee training (@) Promote financial auditing 186. The relationship between service quality and customer satisfaction is__. (@) Direct-higher service quality leads to greater satisfaction (b) Inverse-higher quality reduces satisfaction (© Unrelated (4) Based only on price Answers: Le 2. (b) 3._(b) A. (a) 5. (a) 6. (a) 7._(b) 8. (a) 9. (a) 10. (a) 110) 12.(a) 13.(a) 14.(b) 15.(a) 16.(b) 17.(b) 18.(a) 19.(a) 20. (a) Tne | 2@ | 3@ | 2@ | 2@ | 2@ | 27. | 2 | 220 | 30 31a) 32.(a) 33.(a) 34.(a) 35.(a) 36.(a) 37.(a) 38.(a)_ 39.(a) 40. (a) 4u(@)_| 42.(2) 43.(a) 44a) | 45.) | 46.(2) | 47-(6)_| 48.2) 49.(2)_| 50. (@) [um | s2@ | sae | sam | ss | sor | 57) | sa) | s9ie | 60.0) 61.(0) 62.(a) 63.(a) 64.(b) 65.(a) 66.(b) 67.(a) 68.(b) 69.(a) 70. (b) TL) 72.(b) 73.(b) 74.(a) 75.(a) 76.(a) 77.0) 78.(a) 79.(a) 80. (a) | 81.(b) 82.(b) 83.(b) 84.(b) 85.(a) 86.(a) 87.(b) 88.(a) 89.(b) 90. (c) SLI 92.(a) 93.(a) 94.(a) 95.(b) 96.(b) 97.(b) 98.(b) 99.(b) 100. () aor(a | 102.(@) | 103.(@) | 104. ¢@) | 105.(a) | 106.) | 107.(@) | 108.(a) | 109.(a) | _120.(@) 11 (a) 112. (a) 113. (a) 114. (b) 115. (a) 116. (<) 117. (b) 118. (b) 119. (b) 120. (b) waite | 122.(b) | 123.(a) | 124.6) |_125.(@) | 126.(o) | 127.(6) | 128.(b) | 129.(@) | 130.(a) Bie | 132.) | 133.@ | 134.0) | 135.@ | 136. | 137.@) | 138.() | 139.¢@) | 140. (0) 141.) | 142.¢b) | 143.(a) | 144.(2) | 145.(b) | 146.(@) | 147. (@) | 148.(¢) | 149.(a)_|_150.(b) 151.) | 152.(@) | 153.(2) | 154.6) | 155.6) | 156.0) | 157.6) | 158.(@) | 159.@ | 160.6 16L.(@) | 162.(a | 163.(@) | 164.(b) | 165.(0) | 166.(d) | 167.(a) | 168.(a) | _269.(¢)_| 170.(a) [Link]) | [Link] | 173.) | 174.¢2) | 175.0) | 176.(@) | 177.6) | 178.(@) | 179.(@) | 180.(2) 181 (a) | 182.(o) | 183.(a)_|_184.(0) | 185.2) | 186.(a) 390 ‘Nirali Prakashan