This set of Engineering Metrology Multiple Choice b) FMEA

Questions & Answers (MCQs) focuses on “Tools and c) Quality circles

Techniques of TQM”. d) Fool proofing

Answer: b
1. Which statistical technique integrates product
design and manufacturing process? 10. What is arrow diagram in TQM?
a) Tree analysis a) A diagram used to plan the most appropriate
b) Problem solving techniques schedule
c) Quality function deployment b) Diagram shows the relationship strength between
d) Taguchi approach the variables
Answer: d c) Used large amount of data and organize it on the
basis of natural relationship between items
d) Diagram showing the sequencing and inter
2. What is the key step in Taguchi’s approach? relationships between factors
a) Tolerance design
Answer: a
b) System design
c) Parameter design
d) Process design
Answer: c 1. Taguchi methods aim at improving the quality of
manufactured goods.
a) True
3. What is called the stratification of information? b) False
a) Breaking down a whole group into smaller Answer: a
subgroups
b) Isolating the vital few from the trivial many
c) Grouping of scattered information 1. Choose the incorrect statement regarding the need
d) Sequencing of processes in a quality system for quality.
Answer: a a) Markets have become more competitive
b) Quality provides sustained performance
c) Quality provides customer satisfaction
4. Which technique is used to relate complex cause d) It is the trend nowadays to introduce quality
and effect relationships? Answer: d
a) Affinity diagram
b) Pareto diagram
c) Scatter diagram 2. Michael bought a new washing machine which is
d) Interrelationship diagram not performing its primary function of washing
Answer: d clothes properly. What should the executive at
customer care suggest Michael?
5. What is PDPC? a) To sell the washing machine
a) A statistical tool b) To buy a new washing machine
b) Quality improvement technique c) To assure the customer that a specialist will visit
c) Quality assurance technique their house the following day
d) Statistical process control technique d) To lease the washing machine
Answer: c
Answer: b

3. Quality is fitness for use. Identify the quality guru

6. What is the first step-in problem-solving process? who said this.
a) Plan a) Deming
b) Do b) Crosby
c) Check c) Juran
d) Action d) Taguchi
Answer: a Answer: c
8. Which tool is used to analyze the effects of a
failure of individual components on the system?
a) FTA
6. Quality is a predictable degree of uniformity and
dependability at a low cost and suited to the market. 12. Shawn ordered pizza online. He received the
Identify the quality guru who said this. pizza 15 minutes before the scheduled delivery time.
a) Ishikawa He also received cash back on the amount he had
b) Shingo paid for the pizza. What can you infer?
c) Deming a) Customer expectation of the service is less than
d) Harrington customer perception of the service
Answer: c. b) Customer expectation of the service is equal to the
customer perception of the service
c) Customer expectation of the service is greater than
7. What does the abbreviation A.S.Q stand for? customer perception of the service
a) American Society for Quality d) Customer expectation of the service and customer
b) American Standard of Quality perception of the service cannot be compared
c) Asian Society for Quality Answer: a
d) Asian Standard for Quality
Answer: a 13. The systematic activities and planned activities
Explanation: A.S.Q. stands for American Society for which provide adequate confidence that the
Quality. It is a community of quality professionals. It manufactured products are meeting the requirements
was established on February 16, 1946. George D. is called ______
Edwards was its first president. a) Quality assurance
b) Quality control
8. According to Deming’s Quality Chain Reaction, c) Inspection
quality improvement results in decreased d) Sampling
productivity. Answer: a
a) True
b) False
Answer: b 14. Choose the incorrect statement related to quality
improvement.
a) Reduces rework
9. Quality is in its essence, a way of managing the b) Leads to greater uniformity of product
organization. Identify the quality guru who said this. c) Increases output with lowered cost
a) Deming d) Increases machine time
b) Juran Answer: d.
c) Feigenbaum
d) Shingo 15. A senior quality engineer during a training
Answer: c 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
10. Quality is the minimum loss imparted by a ensure that the same defect does not pass further to
product to society from the time product is shipped. the customers. Which of the following inference is
Identify the quality guru who said this. incorrect?
a) Shingo a) The organization has ensured that customer
b) Taguchi satisfaction is retained
c) Crosby b) The juniors will be capable of preventing the
d) Juran defect to pass further to the customers
Answer: b 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
11. According to ISO, Quality is the totality of Answer: d
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
Answer: b
This set of Total Quality Management Multiple Answer: d
Choice Questions & Answers (MCQs) focuses on
“ISO 9000 – Quality Management System”.
8. Which of the following is/are the advantage(s) of
using the ISO 9001 standard?
1. According to ISO, the quality system is the a) Organizing processes
organizational structure, responsibilities, procedures, b) Improving the efficiency of processes
processes, and resources for implementing quality c) Continuous improvement
management. d) Organizing processes, improving the efficiency of
a) True processes, and continuous improvement
b) False Answer: d
Answer: a

9. Which is the only standard in the ISO 9000 family

2. Which of the following must not be a characteristic to which organizations can certify?
of a quality system? a) ISO 9000
a) It must be well-understood b) ISO 9001
b) Products or services actually do satisfy customer c) ISO 14000
expectations d) ISO 9004
c) Emphasis on problem prevention Answer: b
d) It must be ineffective
Answer: d
10. Which ISO standard provides guidelines for
auditing management systems?
3. A quality system is involved in all phases from a) ISO 19011:2018
initial identification to final satisfaction of b) ISO 9000:2015
requirements and meeting customer satisfaction. c) ISO 9001:2015
a) True d) ISO 9004:2018
b) False Answer: a
Answer: a

11. Which ISO 9000 family standard provides the

4. Which of the following is not an advantage of fundamentals and vocabulary for quality management
implementing a quality system that conforms to ISO systems?
standards? a) ISO 19011:2018
a) Improvement in employee involvement b) ISO 9000:2015
b) Improvement in housekeeping c) ISO 9001:2015
c) Improvement in customer satisfaction d) ISO 9004:2018
d) Inefficient decision making Answer: b
Answer: d

12. Which is the latest ISO 9000 version in the ISO

5. Which of the following cannot be considered a 9000 family?
reason for implementing a quality system that a) ISO 9000:1987
conforms to ISO standards? b) ISO 9000:2000
a) Improvement in safe working c) ISO 19011:2018
b) Reduction in customer complaints d) ISO 9000:2015
c) Increased inspection efforts Answer: d
d) Decreased inspection efforts
Answer: c
13. Which ISO standard provides guidance to achieve
sustained success and the continuous improvement of
7. Which is the latest ISO 9001 version in the ISO an organization?
9000 family? a) ISO 19011:2018
a) ISO 9001:1994 b) ISO 9000:2015
b) ISO 9001:2000 c) ISO 9001:2015
c) ISO 9001:2008 d) ISO 9004:2018
d) ISO 9001:2015
Answer: d 3. What does the below given symbol represent when
we construct a flow chart?
14. 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
Answer: c a) Terminator
b) Action
c) Decision
This set of Total Quality Management Multiple d) Arrows
Choice Questions & Answers (MCQs) focuses on Answer: c
“Seven Tools of Quality – Flow Chart and Check
Sheet”.
4. What does the below given symbol represent when
we construct a flow chart?
1. What does the below given symbol represent when
we construct a flow chart?

a) Terminator
b) Action
c) Decision
d) Arrows
a) Terminator Answer: d
b) Action
c) Decision
d) Arrows 5. What does the below given symbol represent when
Answer: a we construct a flow chart?

2. What does the below given symbol represent when

we construct a flow chart?

a) Terminator
b) Action
a) Terminator c) Decision
b) Action d) Link
c) Decision Answer: d
d) Arrows
Answer: b
6. Process deployment flow is another term for
________
a) Flow chart
b) Matrices
c) Determinants
d) Arrows
Answer: a
7. Tally sheet is another term for _______ 1. Cause and effect diagram is also known as
a) Flow chart _______
b) Matrices a) Fishbone diagram
c) Determinants b) Fish diagram
d) Check sheets c) Cause diagram
Answer: d d) Effect diagram
Answer: a

2. Cause and effect diagram is also known as

_______
8. The type of check sheet used to collect information a) Fishbone diagram
on process variability is called ________ b) Ishikawa diagram
a) Process distribution check sheet c) Both Ishikawa diagram and Fishbone diagram
b) Defective item check sheet d) Cause diagram only
c) Defect location check sheet Answer: c
d) Defect factor check sheet
Answer: a 3. Cause and effect diagram can be used in research,
manufacturing, marketing, office operations, and
services.
a) True
b) False
Answer: a
9. The type of check sheet which specifies the variety
of defects with their frequency of occurrence is called
_________ 4. Cause and effect diagram can be used to educate
a) Process distribution check sheet and train personnel in decision-making and
b) Defective item check sheet corrective-action activities.
c) Defect location check sheet a) True
d) Defect factor check sheet b) False
Answer: b Answer: a

10. The type of check sheet which identifies where 5. Which of the following is not a cause of poor
defects occur in a product is called _______ solder joints after studying the cause-and-effect
a) Process distribution check sheet diagram?
b) Defective item check sheet a) Inadequate training
c) Defect location check sheet b) Solder contamination
d) Defect factor check sheet c) Temperature of solder bit
Answer: c d) Customer complaint
Answer: d

11. The type of check sheet used to monitor the input

parameters that can affect the occurrence of defects in 6. Which of the following is not a cause of poor
a process is called _________ marks of class 12 students in board exams after
a) Process distribution check sheet studying the cause-and-effect diagram?
b) Defective item check sheet a) Improper teaching
c) Defect location check sheet b) Lack of seriousness of students due to distractions
d) Defect factor check sheet c) Too much focus on competitive exams
Answer: d d) Extremely hot climate in the area
Answer: d
This set of Total Quality Management Multiple
Choice Questions & Answers (MCQs) focuses on
“Seven Tools of Quality – Cause and Effect
Diagram”.
7. Which of the following is not a cause of rising b) T shaped
health problems in young children in an area after c) Roof shaped
studying the cause-and-effect diagram? d) Ground shaped
a) Poor water quality Answer: d.
b) Increase in contaminant level
c) Harmful substances released by industries
d) Elders scolding the children 5. _______ matrix diagram is used to relate two
Answer: d groups of items to each other (or one group to itself).
a) T-shaped
8. Which of the following is not a cause of b) L-shaped
engineering students switching to pure management c) Y-shaped
career (according to the views of engineering d) Roof-shaped
students)? Answer: b
a) Better salary
b) Their parents forced them 6. ______ matrix diagram is used to relate three
c) Interest was not developed in the core subjects groups of items; each group is related to the other
during their course two in a circular fashion.
d) Pure management is less laborious a) T-shaped
Answer: b b) L-shaped
------------------------------ c) Y-shaped
d) Roof-shaped
This set of Total Quality Management Multiple Answer: c
Choice Questions & Answers (MCQs) focuses on
“New Seven Management Tools – Tree Diagram and
Matrix Diagram”.
7. _____ matrix diagram is used to relate four group
1. The tree diagram is break down of a topic into its of items; each group is related to two others in a
component elements, showing the logical and circular fashion.
sequential links between these elements in a a) T-shaped
systematic manner. b) X-shaped
a) True c) Y-shaped
b) False d) Roof-shaped
Answer: a Answer: b

8. _____ matrix diagram is used to relate three

groups of items all together simultaneously in 3-D.
2. Quality table is also known as _______ a) T-shaped
a) Relationship diagram b) X-shaped
b) Tree diagram c) Y-shaped
c) Matrix diagram d) C-shaped
d) Arrow diagram Answer: d
Answer: c
This set of Total Quality Management Multiple
Choice Questions & Answers (MCQs) focuses on
3. Matrix diagram is the starting point in building the “New Seven Management Tools – Affinity Diagram
house of quality. and Relationship Diagram”.
a) True
b) False
Answer: a 1. Which of the following is also known as KJ
diagram?
a) Affinity diagram
b) Relationship diagram
4. Which of the following is not a type of matrix c) Tree diagram
diagram? d) Matrix diagram
a) L shaped
Answer: a Answer: c

2. Who devised the term ‘affinity diagram’?

a) Deming
b) Taguchi
c) Crosby 8. Which of the following is not a new seven
d) Jiro Kawakita management tool?
Answer: d a) Affinity diagram
b) Tree diagram
c) Matrix diagram
d) Histogram
Answer: d
3. Which of the following is not a use of affinity
diagram?
a) To determine logical priorities This set of Total Quality Management Multiple
b) To create new concepts Choice Questions & Answers (MCQs) focuses on
c) To calculate mean of the numerical data “Seven Tools of Quality – Scatter Diagram and
d) To provide a visual representation of large amount Control Chart”.
of ideas
Answer: c 1. Scatter diagram is graphical component of
____________
a) Regression analysis
4. The relationship diagram is a tool for finding b) Demand
causes to a problem. c) Supply
a) True d) Profit
b) False Answer: a
Answer: a
2. A scatter diagram represents the relationship
5. Relationship diagram clarifies the relationship between _________ and ________
between cause and effect and also between the a) Cause, effects
various causes. b) Cause, problem
a) False c) Effects, output
b) True d) Production, productivity
Answer: b Answer: a

3. ________ is one of the most widely used tools in

6. Which of the following is not a use of relationship the statistical process control.
diagram? a) Control chart
a) To identify key problem from a list of important b) Parabola
problems c) Hyperbola
b) To identify the root causes of existing problems d) Ellipse
c) To identify key factors needed to make a decision Answer: a
d) To calculate the variance of the numerical data
Answer: d 4. Control chart for characteristics is used for
quantifiable data.
a) True
7. The seven basic quality tools focus on the b) False
__________ aspect and the new seven management Answer: a
tools focus on the ______ aspect.
a) Quantitative, numerical
b) Numerical, quantitative
c) Quantitative, qualitative
d) Qualitative, quantitative
5. Control chart for variables is used for measurable This set of Total Quality Management Multiple
data. Choice Questions & Answers (MCQs) focuses on
a) True “Seven Tools of Quality – Histogram and Pareto
b) False Diagram”.
Answer: a
1. The frequency distribution of a numerical data can
6. A histogram gives _____ nature of process be graphically represented by a ______
variability. a) Histogram
a) Static b) Telegram
b) Dynamic c) Monogram
c) Negative d) Anagram
d) Positive Answer: a
Answer: a
2. Which of the following type of histogram
7. The horizontal lines above and below the centre represents a normal distribution?
line in control chart are known as _________ and a) Bell-shaped
________ respectively. b) Comb
a) Upper control limit, lower control limit c) Skewed
b) Lower control limit, upper control limit d) Plateau
c) Upper control limit, medium control limit Answer: a.
d) Lower control limit, medium control limit
3. Pareto diagram is named after ________
Answer: a
a) Vilfredo Pareto
b) William Deming
8. If a sample drawn from the process lies inside the c) Joseph Juran
upper control limit and lower control limit, it means d) Philip Crosby
the ___________ Answer: a
a) Process is in control
4. Which of the following tool can be used as a risk
b) Process is out of control
c) Process is partially in control assessment technique from activity level to system
d) Process is partially out of control level?
Answer: a a) Pareto diagram
b) Demand forecasting
c) Benchmarking
9. If a sample drawn from the process lies outside the d) Job Scheduling
upper control limit and lower control limit, it means Answer: a
the __________
a) Process is in control
5. Pareto analysis is also known by _______
b) Process is out of control
a) 80/20 rule
c) Process is partially in control
d) Process is partially out of control b) Demand forecasting
Answer: b c) Benchmarking
d) Job Scheduling
Answer: a

10. Which of the following is not a use of control 6. Which of the following type of histogram
chart? represents two normal distributions with two peaks in
a) To evaluate process stability the middle?
b) To show source of variations a) Double-peaked
c) To identify when the process will go out of control b) Bell-shaped
d) To decrease productivity c) Plateau
Answer: d d) Edged peak
Answer: a
7. Which of the following is not a disadvantage of 3. What is RPN?
using histogram? a) Risk Potential Number
a) Exact values cannot be read as data is divided in b) Risk Priority Number
different categories c) Risk Preference number
b) Can be used only with continuous data d) Risk Preventive Number
c) Two data sets are difficult to compare Answer: b
d) Relative frequency of occurrences can be found
out 4. The analysis of potential failures of product or
Answer: d service due to component or subsystem unreliability
is involved in design FMEA.
a) True
8. Which of the following is not a type of histogram? b) False
a) Isolated peak Answer: a
b) Comb
c) Truncated
d) Pie Chart
Answer: d

5. Find the odd one out related to the FMEA team.

9. Which of the following type of histogram looks a) Assembly engineer
like a normal distribution whose some part has been b) Manufacturing engineer
removed leading to an asymmetrical shape? c) Quality engineer
a) Isolated peak d) Process variability data
b) Comb Answer: d
c) Truncated
d) Pie Chart
Answer: c 6. Find the odd one out related to the data inputs
required to prepare FMEA.
a) Product and process specifications
10. Which of the following type of histogram looks b) Reliability data
like a normal distribution with a large peak at one c) Customer priority data
end? d) Quality engineer
a) Isolated peak Answer: d
b) Comb
c) Edged peak
d) Pie Chart 7. Which of the following is not a benefit of FMEA?
Answer: c a) Increase in customer satisfaction
b) Prioritize product/process deficiencies
This set of Total Quality Management Multiple c) Maximize late changes and associated cost
Choice Questions & Answers (MCQs) focuses on d) Document and track actions taken to reduce risk
“Failure Mode and Effect Analysis”. Answer: c

1. What does FMEA stand for?

9. There are four stages of FMEA.
a) Failure Modes and Effects Analysis
a) Specifying the possibilities
b) Failure Modes and Effective Analysis
b) Quantifying risk
c) Failure Modes and Affective Analysis
c) Correcting high risk causes
d) Failure Modes and Efficient Analysis
d) Re-evaluation of Risk
Answer: a
Which is the correct order of proceeding with these
stages of FMEA?
2. To anticipate failures and prevent them from Answer: a
happening is the objective of FMEA.
a) True
b) False
Answer: a
10. According to common industry scale, what does 3. Matrix Data Analysis diagram is used in ‘Principle
severity ranking (S) 1 indicate? Component Analysis’.
a) Very serious effect a) True
b) No effect b) False
c) Sometimes serious effect Answer: a
d) The value doesn’t exist
Answer: b
4. In a matrix data analysis diagram, two different
brands are compared. Brand 1 is having the
coordinates (40,6) and Brand 2 is having the
11. According to common industry scale, what does coordinates (40,-6). X-axis is the cost of the item and
occurrence ranking (O) 1 indicate? Y-axis is customer satisfaction. Which brand would
a) Not likely you prefer?
b) Highly likely a) Brand 2
c) Certain to happen b) Brand 1
d) The value doesn’t exist c) Both are equally preferred
Answer: a d) Can’t be determined
Answer: b
12. According to common industry scale, what does
detection ranking (D) 1 indicate? 5. Process decision programmed chart is also known
a) Can’t be determined as _______
b) Uncertainty in detection a) Affinity diagram
c) The value doesn’t exist b) Relationship diagram
d) Certainly detectable c) Decision tree
Answer: d d) Matrix diagram
Answer: c
-------------------------
This set of Total Quality Management Multiple 6. Which one of the following is not an area of
Choice Questions & Answers (MCQs) focuses on application of PDPC?
“New Seven Management Tools – Matrix Data a) New product development
Analysis, Decision Tree and Arrow Diagram”. b) Building equipment
c) Decision making involved in a new task
1. In Matrix Data Analysis Chart (MDAC), numerical d) Decision making where planning is not involved
data is used whereas in Matrix Diagram symbols are Answer: d
used to indicate the existence and strength of a
relationship.
a) True
b) False
Answer: a
7. Which among the following are best known arrow
diagrams?
2. Which one of the following is the only new seven a) CPM and matrix data analysis diagram
management tool that uses numerical data and b) PERT and matrix data analysis diagram
produces numerical results? c) CPM, PERT and matrix data analysis diagram
a) Affinity diagram d) CPM and PERT
b) Tree diagram Answer: d
c) Matrix Data Analysis diagram
d) Relationship diagram
Answer: c 8. CPM is the abbreviation for ________
a) Critical Process Method
b) Critical Procurement Method
c) Critical Powerful Method
d) Critical Path Method
Answer: d Answer: a

9. PERT is the abbreviation for ________ 5. Which of the following is not a cause of poor
a) Project Evaluated and Review Technique solder joints after studying the cause-and-effect
b) Project Evaluation and Response Technique diagram?
c) Program Evaluation and Response Technique a) Inadequate training
d) Program Evaluation and Review Technique b) Solder contamination
Answer: d c) Temperature of solder bit
d) Customer complaint
Answer: d
10. Which of the following is not an output of arrow
diagram?
a) To show the paths to complete a project 6. Which of the following is not a cause of poor
b) To find the shortest time possible for the project marks of class 12 students in board exams after
c) To calculate the mean, median and mode of a studying the cause-and-effect diagram?
sample data a) Improper teaching
d) To display graphically simultaneous activities b) Lack of seriousness of students due to distractions
Answer: c c) Too much focus on competitive exams
d) Extremely hot climate in the area

1. Cause and effect diagram is also known as Answer: d

_______
a) Fishbone diagram 7. Which of the following is not a cause of rising
b) Fish diagram health problems in young children in an area after
c) Cause diagram studying the cause-and-effect diagram?
d) Effect diagram a) Poor water quality
Answer: a b) Increase in contaminant level
c) Harmful substances released by industries
2. Cause and effect diagram is also known as d) Elders scolding the children
_______ Answer: d
a) Fishbone diagram
b) Ishikawa diagram 8. Which of the following is not a cause of
c) Both Ishikawa diagram and Fishbone diagram engineering students switching to pure management
d) Cause diagram only career (according to the views of engineering
Answer: c students)?
a) Better salary
3. Cause and effect diagram can be used in research, b) Their parents forced them
manufacturing, marketing, office operations, and c) Interest was not developed in the core subjects
services. during their course
a) True d) Pure management is less laborious
b) False
Answer: a Answer: b
This set of Total Quality Management Multiple
Choice Questions & Answers (MCQs) focuses on
“Basic Concepts of Benchmarking”.

1. What is not benchmarking?

4. Cause and effect diagram can be used to educate a) Systematic search for best practices
and train personnel in decision-making and b) Systematic search for innovative ideas
corrective-action activities. c) Systematic search for highly effective operating
a) True procedures
b) False d) Systematic search for imitating competitors
Answer: d 8. Proper selection of the best-in-class for
benchmarking is _______
a) Crucial
b) Doesn’t hold great importance
2. Defining a proper metric for performance c) Least important
comparison is important in benchmarking. d) Not important
a) True Answer: a
b) False

Answer: a

3. Benchmarking requires managers who understand

the reasons for performance variation. This set of Total Quality Management Multiple
a) True Choice Questions & Answers (MCQs) focuses on
b) False “Types of Benchmarking – 1”.
Answer: a
1. In which form of benchmarking is comparison of a
4. Benchmarking is used by organizations as a
business process done with a similar process within
________ tool.
the organization?
a) Intermittent improvement
b) Discontinuous improvement a) Internal benchmarking
b) Competitive benchmarking
c) Continuous improvement
d) Sporadic improvement c) Functional benchmarking
Answer: c d) Generic benchmarking
Answer: a
2. Which of the following is not an advantage of
5. Company A manufactures 10 defective products
on an average out of 1000 products manufactured. internal benchmarking?
Company B manufactures 5 defective products on an a) Low cost
average out of 1000 products manufactured. Which b) High cost
company must be chosen for benchmarking and by c) Relatively easy
whom? d) Deeper understanding of all the processes of the
organization
a) B should choose A as benchmark
b) A should choose B as benchmark
Answer: b
c) Both are equally efficient
d) Concept of benchmarking is not applicable here
3. Which of the following is not a challenge to
Answer: b internal benchmarking?
6. Benchmarking involves ________ between the a) Low performance improvement
b) Internal bias
performance level of the organization with its
benchmark. c) It may not provide best-in-class comparison
d) High performance improvement
a) Increasing the gap
Answer: d
b) Reducing the gap
c) Opening the gap 4. In which form of benchmarking is direct
d) Broadening the gap comparison with competitor done of a product,
Answer: b service, process or method?
a) Internal benchmarking
7. Benchmarking is used extensively in __________ b) Competitive benchmarking
a) Manufacturing organizations only c) Functional benchmarking
d) Generic benchmarking
b) Service organizations only
Answer: b
c) Manufacturing and service organizations
d) Government institutions only
Answer: c
5. Competitor benchmarking can also open the c) To make the process faster
possibility for partnership. d) To make the process ineffective
a) True Answer: d
b) False
Answer: a
2. Process benchmarking can be used in customer
complaint processes.
6. Trade secrets may be a challenge in competitor a) True
benchmarking. b) False
a) True Answer: a.
b) False
Answer: a 3. Strategic benchmarking shows long term benefits.
a) True
b) False
7. In which form of benchmarking is comparison of Answer: a
similar or identical practices within same or
immediate industry is done? 4. Which of the following is not a type of comparison
a) Internal benchmarking made through strategic benchmarking?
b) Competitive benchmarking a) Business approaches comparison
c) Functional benchmarking b) Business strategy comparison
d) Generic benchmarking c) Number of managers in each company
d) Business model comparison
Answer: c
8. Which of the following is not a challenge to
functional benchmarking? 5. Which of the following is not a technique used
a) Variation in corporate culture during performance benchmarking?
b) Takes more time than internal benchmarking a) Reverse engineering
c) Common functions are difficult to find b) Analysis of operating statistics
d) Takes less time compared to internal c) Direct product or service comparison
benchmarking d) To understand business strategy
Answer: d
Answer: d

6. Which of the following is not put under focus

9. In which form of benchmarking unrelated business during performance benchmarking?
processes or functions that can be utilized are a) Elements of cost
studied? b) Technical quality
a) Internal benchmarking c) Number of employees in organization
b) Competitive benchmarking d) Product or service features
c) Functional benchmarking Answer: c
d) Generic benchmarking
Answer: d
7. Which of the following is not an example of
functional performance benchmarking?
10. Which of the following is not a benefit of generic a) Employee net promoter score
benchmarking? b) Number of managers in organization
a) Non-competitive c) Staff engagement surveys
b) Lack of innovation d) Brand awareness
c) Non-threatening Answer: b
d) High potential towards discovery
Answer: b
8. Revenue growth and customer satisfaction can be
1. Which of the following is not an advantage of assessed through _______
process benchmarking? a) Performance benchmarking
a) To make the process effective b) Process benchmarking
b) To make the process efficient c) Strategic benchmarking
d) Poka Yoke,,,, Answer: a