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Question 1 of 40

The original aim of ISO 9000 was to:

A. ensure that the products or services provided by registered organizations were consistently fit for their intended purpose.

B. take TQM to the next level by streamlining overall objectives.

C. support organizational process reengineering.

D. provide a foundation for auditing government entities.

Question 2 of 40

Which of the following is NOT an appropriate motive for adopting ISO 9000?

A. To improve competitive posture

B. To improve operations

C. To obtain a marketing advantage

D. To create a QMS that will be recognized by customers worldwide

Question 3 of 40

In the __________ stage of the PDCA Cycle, changes may be made to plans.

A. Do

B. Control

C. Check

D. Act

Question 4 of 40

In which stage are objectives established in the operating principle of ISO management?

A. Plan

B. Do

C. Check

D. Act

Question 5 of 40

To keep ISO 9001 relevant, a systematic review of ISO 9001 was completed in:

A. March 2011.

B. October 2011.

C. March 2012.

D. October 2012.

Question 6 of 40

By a(n) “__________environment” we mean an organizational environment that has persisted in companies for decades, until the total quality management movement began to changes things.

A. functional

B. matrix

C. originating

D. traditional

Question 7 of 40

The operating principle of ISO’s management system standards is:




D. ISO 9001.

Question 8 of 40

Which of the following statements outline the relationship factor?

A. ISO 9000 and total quality are not in competition

B. ISO 9000 and total quality are not interchangeable

C. ISO 9000 is compatible with total quality

D. All of the above

Question 9 of 40

An important point to remember about ISO 9000 is that the organization has to respond to all ISO 9001 requirements and tell the registrar:

A. every industry it is registering to participate in.

B. specifically what it is going to do and how it is to be done.

C. what specific management practices will be implemented and how they will be monitored.

D. the organization’s vision, guiding principles, and strategies and tactics to achieve the vision within the constraints of the guiding principles.

Question 10 of 40

The revised ISO 9001 standard, once revised, will take account of changes in quality management systems practices and technology since the last major revision in:

A. 1987.

B. 1994.

C. 2000.

D. 2008.

Question 11 of 40

In which stage are the results of the actions measured in the operating principle of ISO management?

A. Plan

B. Do

C. Check

D. Act

Question 12 of 40

The quality __________ is composed of all the organization’s policies, procedures, plans, resources, processes, and delineation of responsibility and authority.

A. standard

B. management system

C. continuum

D. portfolio

Question 13 of 40

The quality __________ must address each clause of the ISO 9001 standard, illustrating management responsibility.

A. registration form

B. management system

C. charter

D. manual

Question 14 of 40

__________ is a characteristic of TQM but not of ISO 9000.

A. Customer focus (internal and external)

B. Obsession with quality

C. Continual process and product improvement

D. Unity of purpose

Question 15 of 40

The most significant change in ISO 9001:2000 was:

A. making process management its centerpiece.

B. ensuring all personnel have measureable work objectives.

C. additional compliance with documented procedures.

D. an emphasis on preventative actions rather than just checking the final product.

Question 16 of 40

Which of the following is a documentation requirement for the ISO 9000 quality system?

A. A Quality Policy

B. Statement of Customer Focus

C. Statement of Management Commitment

D. Declaration that Teamwork is to be employed in all areas

Question 17 of 40

Appropriate motives for adopting ISO 9000 include which of the following?

A. To create a quality management system

B. To improve operations

C. To conform to the requirements of customers

D. All of the above

Question 18 of 40

Which of the following is a basic principle of ISO 9000?

A. Certification authority held by ISO

B. Continual improvement of processes and products

C. Management authority

D. Periodic internal audits

Question 19 of 40

ISO 9000 __________ improve operations in a __________ environment.

A. cannot; traditional

B. can; traditional

C. cannot; nontraditional

D. cannot; start-up

Question 20 of 40

The ISO 9000 quality management system (QMS) is based on __________ principles from total quality management (TQM).

A. 4

B. 6

C. 8

D. 12

Part 2 of 2 –

Question 21 of 40

Factors that inhibit problem-solving creativity include:

A. failing to be concerned about risk.

B. having more than 4-5 people on the team.

C. allowing ambiguity.

D. fear of looking foolish or being rejected.

Question 22 of 40

Which of the following is used to show correlation of two variables?

A. Run Charts

B. Histograms

C. Scatter Diagram

D. Stratification

Question 23 of 40

In what matrix of the QFD HOQ are the improvement factor and sales point developed?

A. Matrix 1 (Customer Needs)

B. Matrix 2 (Planning)

C. Matrix 4 (Interrelationships)

D. Matrix 6 (Design Targets)

Question 24 of 40

In what matrix of the QFD HOQ are the improvement factor and sales point developed?

A. Matrix 1 (Customer Needs)

B. Matrix 2 (Planning)

C. Matrix 4 (Interrelationships)

D. Matrix 6 (Design Targets)

Question 25 of 40

Which chart is often referred to as a trend chart?

A. Control Chart

B. Run Chart

C. Pareto Chart

D. Scatter Diagram

Question 26 of 40

In the PDCA Cycle, whether the implemented solution has failed completely or does not measure up to expectation, the conceptual adjustment will be carried forward to the __________ step of another PDCA Cycle.

A. Plan

B. Do

C. Check

D. Adjust

Question 27 of 40

DFMEA stands for:

A. design failure mode and effects analysis.

B. design function mode and effects analysis.

C. design failure mode and efficiency analysis.

D. design feature methods and efficiency analysis.

Question 28 of 40

Repeatedly asking “why” related to the problem should eventually lead to:

A. problem resolution.

B. consensus.

C. a root cause.

D. process improvement.

Question 29 of 40

__________ involves investigating the cause of a problem by grouping data into categories.

A. Five-S


C. Stratification

D. Cause-and-effect analysis

Question 30 of 40

__________ is an analytical technique used to evaluate failure modes with the intent to eliminate the failure mode in future operations.

A. Failure mode analysis (FMA)

B. Effects analysis

C. Process FMEA

D. Design FMEA

Question 31 of 40

Objective information is:

A. not reliable.

B. open to interpretation.

C. factual.

D. not always factual.

Question 32 of 40

The __________ is used to simultaneously make the collection of data easy, while at the same time displaying it in a manner that provides useful information to the user.

A. flowchart

B. check sheet

C. cause-and-effect diagram

D. Pareto chart

Question 33 of 40

Which of the following reveals whether process variation is the result of a special cause?

A. Control Chart

B. Check Sheet

C. Pareto Chart

D. Run Chart

Question 34 of 40

Which of the following is NOT part of the Five-S philosophy?

A. Store

B. Secure

C. Shine

D. Sustain

Question 35 of 40

A plus symbol (+) in one of the squares under the HOQ roof indicates that the two technical requirements forming that intersection:

A. are closely related.

B. are supportive of each other.

C. are high priority customer needs.

D. verifies the math in the planning section.

Question 36 of 40

During the __________ stage of the PDCA Cycle, the problem is defined, relevant information is gathered, and the root cause of the problem is identified.

A. Plan

B. Do

C. Check

D. Adjust

Question 37 of 40

__________ tries to identify all the possible types (modes) of failures that could happen to a product or process–before they happen.

A. Cause-and-effect diagram

B. Five-S



Question 38 of 40

After defining a problem, the next step in the problem solving/decision making process should be:

A. institute a temporary fix to keep things moving.

B. use Five-Why analysis.

C. clarify the issue or problem in order to “grasp the situation”.

D. define what the outcome should be.

Question 39 of 40

Frequency Distribution Diagram is another name for a:

A. Pareto Chart.

B. Fishbone Diagram.

C. Scatter Diagram.

D. Histogram.

Question 40 of 40

There are two ways to evaluate decisions. One way is to:

A. examine the results.

B. examine the input that is used in decision making.

C. evaluate the process used in making the decision.


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