| 1. |
How a quality can be quantified |
| A. | performance + expectations |
| B. | performance x expectations |
| C. | performance – expectations |
| D. | performance / expectations |
| Answer» D. performance / expectations | |
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Explanation: quality can be quantified by quality (q) = performance (p) /expectations (e) so option d is correct |
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| 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 |
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| 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 | |
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Explanation: quality statements has three elements 1. vision statement 2. mission statement 3. quality policy statement so option c is correct |
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| 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 |
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| 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 
|
|
| 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 | |
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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 | |
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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 |
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| 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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Total Quality Management (TQM) multiple choice questions and answers,
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