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Total Quality Management (TQM) solved MCQs

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1. How a quality can be quantified

a. performance + expectations

B. performance x expectations

c. performance – expectations

d. performance / expectations

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
c.both a and b

explanation:-coq of good quality = internal failure cost + external failure costso 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

discuss
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

discuss
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

discuss
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

discuss
a.plan do check act

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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
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

discuss
b.second absolute

explanation:-first absolute: definition of qualitysecond absolute: the system for causing quality is preventive, not appraisal

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