MULTIMEDIA COLLEGE JALAN GURNEY KIRI KUALA LUMPUR

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1 STUDENT IDENTIFICATION NO MULTIMEDIA COLLEGE JALAN GURNEY KIRI KUALA LUMPUR FIFTH SEMESTER FINAL EXAMINATION, 2014/2015 SESSION MGT2063 TOTAL QUALITY MANAGEMENT DMGA-E-F-3/12, DMGW-E-F-3/12, DMGQ-E-F-3/12 28 SEPTEMBER AM AM (2 HOURS) INSTRUCTION TO STUDENT 1 This Examination paper has TWELVE (11) printed pages. 2 This question paper consists of THREE (3) sections. Section A : Answer ALL questions. Section B : Answer ALL questions Section C : Answer ALL questions 3 Please write all your answers in the Answer Booklet provided.

2 SECTION A : OBJECTIVE QUESTIONS (20 MARKS) INSTRUCTION : ANSWER ALL QUESTIONS. 1. A is a continuous improvement initiatives methodology developed by Motorola to improve its business processes by minimizing defects and eliminate errors. A. Lean B. Six Sigma C. Kaizen D. 5S 2. Which of the following statement BEST to define the TIMELINESS of the services? A. How much time must a customer wait? B. Will a service be performed when promised? C. Are all items in order included? D. Is the service easy to be obtain? 3. Six-Sigma emphasis on the DMAIC approach for problem solving initiative. What is mean by DMAIC? A. Detect, Measure, Analyze, Improve and Control. B. Define, Monitoring, Analyze, Improve and Control. C. Detect, Measure, Analyze, Investigation and Control. D. Define, Measure, Analyze, Improve and Control. NINA/KZA/SA Page 2 of 11

3 4. The quality definition of is defined in terms of costs and prices as well as a number of other attributes. The consumer s purchase decision is based on quality (however it is defined) at the acceptable price. A. Value-Based View B. User-Based View C. Product-Based View D. Manufacturing-Based View 5. One of the Deming s 14 Points is on Leadership. Please identify which statement is TRUE? A. Expect your supervisors and managers to understand their workers and the process they use. B. Don't simply supervise provide support and resources so that each staff member can do his or her best. Be a coach instead of a policeman. C. Emphasize the importance of participative management and transformational leadership. D. All the above statement is true. 6. What activities involved measuring, examining, and testing products against specified requirements to determine conformity? A. Maintenance B. Inspection C. Repairing D. Testing 7. Which of the following is NOT the Quality Control (QC) Tools? A. Flowcharts B. Checkcheets C. Histograms D. Brainstorming NINA/KZA/SA Page 3 of 11

4 8. What is the customer-focus practice means in TQM? A. Customer being loyal to the company. B. Trying to get more loyal customer towards the company. C. Information on customer satisfaction, engagement, and dissatisfaction being measured for continuous improvement initiatives. D. Make a good relationship with the supplier for future benefits. 9. Which statement below is NOT a criteria for effective TQM implementation? A. Commitment from management and employees. B. Quality improvements culture. C. Focusing on internal supplier. D. Continuous improvement in the process. 10. What is the main objective for Malcolm Baldrige National Quality Award? A. To raise awareness for the companies that successful implemented quality management system. B. To gather information from the organization s. C. To increase the revenue for the Malcolm Baldrige Foundation. D. To improved how the organization managing their businesses. 11. Which concept below NOT in the area of continuous improvement initiatives? A. 5S B. Lean Production C. Six Sigma D. Mapping Process NINA/KZA/SA Page 4 of 11

5 12. A good company quality policy should have the following criteria, EXCEPT A. quality improvement is primarily the responsible of management. B. quality improvement will be continuous process. C. quality improvement involves workers only. D. the organization will concentrate on its customers and suppliers. 13. Which of the following are NOT leading to quality management practices in purchasing and receiving? A. Selecting a supplier who bids the lowest price on a supply contract. B. Supporting suppliers in quality improvement methodology training. C. Retaining suppliers that meet expectations for superior and quality services. D. Required suppliers to improve their related processes. 14. Top management is typically actively involved in quality initiatives at which level of the company? A. Process level B. Performance level C. Organization level D. None of the above 15. Which of the following questions are BEST to be asked by individuals regarding performance level view of quality? A. What are the key markets that our company serves? B. Which organizational processes that have the most impact on customer satisfaction? C. What is the specific standard for each requirement? D. Both A and B NINA/KZA/SA Page 5 of 11

6 16. Members of a team have been cross-trained so each person is able to perform the duties of all the other team members. A. functional B. cross-functional C. multifunctional D. self-directed 17. Which of the following BEST describes the ISO 9000 standards? A. They are product quality standards. B. They are quality management system standards. C. They are environmental quality standards. D. All of the above. 18. Which of the following is TRUE about ISO certification? A. It is a prerequisite for ISO 9000 certification. B. It indicates a higher level of adherence to standards than ISO C. It is only sought by companies exporting their goods. D. It deals with environmental management. 19. A Fishbone Diagram is also known as a. A. Pareto Chart B. Check sheet C. Cause-and-Effect Diagram D. Histogram NINA/KZA/SA Page 6 of 11

7 20. Which of the following is NOT in brainstorming rules? A. Quantity counts, not quality idea. B. Every person and every idea has equal worth. C. Build on the ideas that forward by others. D. Not encouraging for wild ideas. NINA/KZA/SA Page 7 of 11

8 SECTION B : TRUE (T) OR FALSE (F) (20 MARKS) INSTRUCTION : ANSWER ALL QUESTIONS. 1. A process is defined as a group of activities that takes an input, adds value to it and provides an output. 2. Malcolm Baldrige National Quality Award (MBNQA) assessment is judged by an independent Board of Examiners. 3. In 1954, Dr. Joseph M. Juran was introduced Cause and Effect Diagram. 4. During the evolution of quality, Japan has been forced to obtain MBNQ Award, not because of a quality issue, but because it is a way of increasing market share. 5. There are five Award eligibility categories for MBNQA : manufacturing, service, small business, health care, and education. 6. The Pareto principle states that, for many events, roughly 80% of the effects come from 20% of the causes. 7. Rotating team roles is a better way to keep all members involved and committed. 8. People who like to control others are the most effective team leaders. 9. The Six Sigma is a new concept that separate from the total quality philosophy. 10. Quality should drive strategic plans along with financial and marketing objectives. NINA/KZA/SA Page 8 of 11

9 11. Continuous Improvement is based on a Japanese concept called Kaizen. 12. PDMAIC is stand for Plan, Detect, Measure, Analyze, Investigation and Control. 13. In the 5S housekeeping concept, Seiso means orderliness A place for everything and everything is in its place. 14. Continuous Quality Improvement is primarily the responsibility of management. 15 The objective of ISO certification is to meet regulatory requirement. 16. ISO 9001 provides audit standards for environmental and quality system. 17. Strategic Benchmarking is focusing on how the organizations compete and strategies that lead to competetive advantage. 18. Flowcharts are used in analyzing, designing, documenting or managing a process or program in various fields. 19. PDCA process is stand for PLAN, DO, CHECK AND ACTION. Collecting and analyse specific data is done in DO prosess. 20. Company wide, everybody s responsibility is the TQM practices by the West. NINA/KZA/SA Page 9 of 11

10 SECTION C : SHORT QUESTIONS (60 MARKS) INSTRUCTION : ANSWER ALL QUESTIONS. Question 1 a) With the use of a diagram explain what is PDCA Cycle? b) List SIX (6) benefits of International Standard (ISO) for business. (4 Marks) (6 Marks) Question 2 List and explain the function of 5 s. (10 Marks) Question 3 a) List THREE (3) Deming s 14 Points of Management. (3 Marks) b) List FOUR (4) purposes for performance excellence in Malcolm Baldrige National Quality Award (MBNQA). (4 Marks) c) List THREE (3) Ishikawa s Quality Philosophy. (3 Marks) Question 4 a) What is Black Belt in Six Sigma? b) Explain the function of DMAIC in Six Sigma. (2 Marks) (8 Marks) NINA/KZA/SA Page 10 of 11

11 Question 5 a) Explain TWO (2) successful factors for Leadership. b) List THREE (3) guideline to improve communication. (4 Marks) (6 Marks) Question 6 a) Explain and draw FOUR (4) tools of Quality Control. b) List TWO (2) elements of successful to ISO (8 Marks) (2 Marks) End of Page. NINA/KZA/SA Page 11 of 11

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