Total Quality Management (TQM) Solved MCQs

1.

How a quality can be quantified

A. performance + expectations
B. performance x expectations
C. performance – expectations
D. performance / expectations
Answer» D. performance / expectations
Explanation: quality can be quantified by
quality (q) = performance (p) /expectations (e)
so option d is correct
2.

Traditional culture of quality requirements focuses on

A. product oriented
B. process oriented
C. customer oriented
D. supplier oriented
Answer» A. product oriented
Explanation: traditional culture of quality requirements is product oriented, whereas tqm culture is process oriented. so option a is correct
3.

American quality guru who took the message of quality to Japan

A. genichi taguchi
B. masaaki imai
C. shigeo shingo
D. w. edwards deming
Answer» D. w. edwards deming
Explanation: american quality guru’s are w. edward deming, walter shewhart, philip crosby, joseph m juran. so option d is correct
4.

PDCA cycle is the contribution of

A. walter shewhart
B. philip crosby
C. genichi taguchi
D. w. edward deming
Answer» D. w. edward deming
Explanation: w. edward deming contributions are
1. deming’s 14 points route to quality
2. deming cycle or pdca cycle
3. seven deadly diseases of management
4. system of profound knowledge so option d is correct
5.

Which one is Juran’s “three- role model”

A. supplier – process – customer
B. customer - process – customer
C. process – customer – supplier
D. process – supplier – customer
Answer» A. supplier – process – customer
Explanation: juran’s “three role model” is supplier – process – customer so option a is correct
6.

In TQM, how many elements are there in Quality statements

A. 1
B. 2
C. 3
D. 4
Answer» C. 3
Explanation: quality statements has three elements
1. vision statement
2. mission statement
3. quality policy statement so option c is correct
7.

What are the elements of Quality statements

A. vision statement
B. mission statement
C. quality policy statement
D. all the above
Answer» D. all the above
Explanation: quality statements has three elements
1. vision statement
2. mission statement
3. quality policy statement so option d is correct
8.

Quality Trilogy is the contributions of

A. walter shewhart
B. philip crosby
C. joseph m juran
D. w. edward deming
Answer» C. joseph m juran
Explanation: juran’s contributions are
1. internal customer
2. cost of quality
3. fitness of use
4. quality trilogy
5. juran’s 10 steps for quality improvement
6. breakthrough concept so option c is correct
9.

In TQM , the contributions of quality Guru Joseph M Juran

A. internal customer
B. cost of quality
C. breakthrough concept
D. all the above
Answer» D. all the above
Explanation: juran’s contributions are
1. internal customer
2. cost of quality
3. quality trilogy
4. fitness of use
5. juran’s 10 steps for quality improvement
6. breakthrough concept so option d is correct
10.

The contributions of quality Guru Philip Crosby in TQM

A. pdca cycle
B. quality trilogy
C. pdsa
D. concept of zero defects
Answer» D. concept of zero defects
Explanation: philip crosby’s contributions are
1. four absolutes of quality
2. 14 steps to quality management
3. crosby’s quality vaccine
4. concept of zero defects so option d is correct
11.

The contribution of Four absolute of Quality is given by

A. walter shewhart
B. philip crosby
C. joseph m juran
D. w. edward deming
Answer» B. philip crosby
Explanation: philip crosby’s contributions are
1. four absolutes of quality
2. 14 steps to quality management
3. crosby’s quality vaccine
4. concept of zero defects so option b is correct
12.

Cost of quality is given by costs of

A. prevention + appraisal +internal failure +external failure
B. prevention + appraisal
C. internal failure + external failure
D. appraisal + internal failure
Answer» A. prevention + appraisal +internal failure +external failure
Explanation: cost of quality = prevention cost + appraisal cost + internal failure cost + external failure cost so option a is correct
13.

In components of CoQ, Cost of good quality contains

A. prevention cost
B. appraisal cost
C. both a and b
D. none of the above
Answer» C. both a and b
Explanation: coq of good quality = prevention cost + appraisal cost so option c is correct
14.

In components of CoQ, Cost of poor quality contains

A. internal failure cost
B. external failure cost
C. both a and b
D. none of the above
Answer» C. both a and b
Explanation: coq of good quality = internal failure cost + external failure cost
so option c is correct
15.

The Teboul’s customer satisfaction model depends on

A. company offer
B. customer needs
C. both a and b
D. none of the above
Answer» C. both a and b
Explanation: teboul’s customer satisfaction model is the intersection of company offer and customer needs so option c is correct
16.

Customer perception on quality contains

A. performance
B. features
C. service
D. all the above
Answer» D. all the above
Explanation: customer perception on quality are performance, features, service, warranty, price and reputation so option d is correct
17.

Tools used for collecting customer complaints

A. comment cards
B. focus groups
C. toll free telephone numbers
D. all the above
Answer» D. all the above
Explanation: tools used for receiving customer complaints 1. comment cards 2. customer questionnaire 3. post-transaction surveys 4. employee feedback 5.focus groups 6.toll free telephone numbers.
so option d is correct
18.

PDCA cycle stands for

A. plan do check act
B. plan did check act
C. process do check act
D. process did check acknowledge
Answer» A. plan do check act
view more info and meaning of PDCA external link
Explanation: pdca cycle stands for plan do check act as per e. deming so option a is correct
19.

Dimensions of quality contains

A. performance
B. reliability
C. conformance
D. all the above
Answer» D. all the above
Explanation: dimensions of quality contain performance, features, usability, conformance to standards/specifications, reliability, durability, maintainability.
so option d is correct
20.

Dimensions of Service quality contains

A. tangibles
B. reliability
C. assurance
D. all the above
Answer» D. all the above
Explanation: dimensions of service quality contains tangibles , reliability, assurance, empathy, responsiveness so option d is correct
21.

Japanese quality guru who developed new concepts in response to the American gurus

A. walter shewhart
B. philip crosby
C. genichi taguchi
D. w. edward deming
Answer» C. genichi taguchi
Explanation: japanese quality guru are genichi taguchi, masaaki imai, shigeo shingo. so option c is correct
22.

In TQM, the customer need can be understandable by which model

A. taguchi model
B. kano model
C. deming model
D. kaizen model
Answer» B. kano model
Explanation: kano proposed a model to understand the customer need. whereas others contributions are not with respect to customer need.
so option b is correct
23.

The most common techniques used for analyzing the quality costs are

A. trend analysis
B. pareto analysis
C. both a and b
D. none of the above
Answer» C. both a and b
Explanation: the techniques used for analyzing the quality costs are trend analysis and pareto analysis so option c is correct
24.

In continuous improvement, PDSA stands for

A. plan do study act
B. plan did study act
C. process do study act
D. process did study acknowledge
Answer» A. plan do study act
Explanation: pdsa stands for plan do study act so option a is correct
25.

The system for causing quality is preventive, not appraisal is

A. first absolute
B. second absolute
C. third absolute
D. fourth absolute
Answer» B. second absolute
Explanation: first absolute: definition of quality
second absolute: the system for causing quality is preventive, not appraisal
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