Total quality management

1-Malcolm Baldrige national quality award is 6-Which of the following is responsible for
for (MBNQA) quality objective?
a. Total Quality Management a. Top level management
b. International Standard Organization b. Middle level management
c. Total Productive Maintenance c. Frontline management
d. Total Quality Control d. All of the above
(Ans:a) (Ans:a)

2-The process mapping is a ______ diagram.

a. Data flow 7-The following is (are) the machine down
b. Work flow time.
c. Circular a. Waste
d. Audit b. No material
(Ans:b) c. Breakdown
d. All of the above
3-Control chart is a (Ans:d)
a. Process monitoring tool
b. Process control tool
c. Both (a) and (b) 8-TQM & ISO both focuses on
d. None of the above a. Customer
(Ans:c) b. Employee
c. Supplier
d. All of the above
4-The objective of ISO-9000 family of Quality (Ans:a)
management is
a. Customer satisfaction
b. Employee satisfaction 9-According to Deming, Quality problems are
c. Skill enhancement a. Due to management
d. Environmental issues b. Due to method
(Ans:a) c. Due to machine
d. Due to material
(Ans:a)
5-Total Quality Management (TQM) focuses on
a. Employee
b. Customer 10-While setting Quality objective, ________ to be
c. Both (a) and (b) considered.
d. None of the above a. Material quality
(Ans:c) b. Customer need
c. Market demand
d. All of the above
(Ans:b)

11-Match The Following

A. TQM promotes 1. Small change

B. Kaizen is 2. Continuous improvement

C. Quality circle can solve problem related to 3. Employee participation

D. Quality circle benefit to 4. Employee

 The correct order is
a. A-3, B-1, C-2, D-4
b. A-1, B-3, C-2, D-4
c. A-3, B-1, C-4, D-2
d. A-3, B-2, C-1, D-4
(Ans:a)

12-_______ helps organization reduce employee 1-P-D-C-A stands for

turnover and absenteeism. a. Plan-Do-check-Act
a. Job design b. Plan-Do-correct-Act
b. Training & development c. Proceed-Do-check-Act
c. Wage revision d. Proceed-Do-correct-Act
d. All of the above (Ans:a)
(Ans:b)

2-What is ISO?
13-CMM stands for a. Indian organization for standard
a. Capability maturity model b. Internal organization for standard
b. Capability monitoring model c. International organization for standard
c. Capability measuring model d. None of the above
d. Capability matching model (Ans:c)
(Ans:a)

3-EMS stands for

14-While setting Quality objective, ________ to be a. Environmental management system
considered. b. Employees management system
a. Customer need c. Engineering management system
b. Organizational need d. Equipment management system
c. Supplier need (Ans:a)
d. Worker need
(Ans:a)
4-For Cpk (Process capability index) value of
1.33, the PPM is
15-Which of the following is for Environment a. 1
management? b. 63
a. ISO-9000 c. 2700
b. ISO-14000 d. 45500
c. ISO-26000 (Ans:b)
d. ISO-31000

5-Match The Following

A. Bureaucratic 1. Satisfy all customer need

B. Leadership from top 2. Working together for excellence

C. Excellence mean 3. Provide consistent vision direction

D. Team work mean 4. Unlimited thinking

The correct order is
a. A-2, B-1, C-3, D-4
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
 d. A-4, B-3, C-1, D-2
(Ans:b)

6-Match the following

A. Dr. Deming believes 1. Common causes

B. Ishikawa development 2. To prevent defect

C. Type of variation is due to 3. Cause & effect diagram

D. Crosby’s objective of quality 4. Histogram

The correct order is
a. A-3, B-2, C-1, D-4
b. A-2, B-3, C-4, D-1
c. A-2, B-3, C-1, D-4
d. A-4, B-3, C-1, D-2
(Ans:c)

7-Rectangle represents ________ While plotting a. Prevention

flow chart. b. Inspection
a. Step in activity c. Rejection
b. Decision making d. All of the above
c. Direction of flow (Ans:a)
d. None of the above
(Ans:a)
12- ISO – 14001 gives stress on
a. Plan – Do -check -Act
8- Tally chart is b. Environmental protection
a. Process monitoring tool c. Prevention rather than detection
b. Data collection tool d. All of the above
c. Process planning tool (Ans:d)
d. None of the above
(Ans:b)
13- Service Assurance is
a. Confidence with customer
9-Diamond represents ________ while plotting b. Customer has trust
flow chart.
c. Employee has knowledge
a. Step in activity
d. All of the above
b. Decision making (Ans:d)
c. Direction of flow
d. None of the above
(Ans:b) 14- Following is (are) the phase(s) of
intervention
a. Formulation stage
10-The role of management is to b. Maintenance stage
a. provide Resources c. Implementation stage
b. define EMS d. All of the above
c. monitor the effectiveness of the system (Ans:d)
d. All of the above
(Ans:d)
15- When cpk is less than one
a. Process is not capable
11-ISO emphasis on b. Process is stable
 c. Process if highly capable d. None of the above

2-Match the following

A. Dimension 1. To assess customer satisfaction level

B. Service characteristic 2. Vary from time to time

C. Customer satisfaction survey 3. Physical facility

D. Poor service is due to 4. Inadequate resource

The correct order is
a. A-2, B-3, C-1, D-4
b. A-3, B-2, C-1, D-4
c. A-3, B-2, C-4, D-1
d. A-3, B-1, C-2, D-4
(Ans:)

3-Match the following

A. ISO emphasis on 1. ISO – 9000 -2000

B. ISO 2. Qualified personnel

C. Lead assessor 3. International organization for standard

D. ISO currently in use 4. Prevention

The correct order is
a. A-4, B-2, C-3, D-1
b. A-4, B-3, C-1, D-2
c. A-4, B-3, C-2, D-1
d. A-3, B-4, C-2, D-1
(Ans:c)

4-Match the following

A. Quality approach 1. Productivity quality – cost -Delivery

B. Pillar of TQM 2. Continual improvement management

C. Need for TQM is due 3. Employee

D. TQM focuses on 4. Cut throat competition

The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)

5-Match the following

A. How TQM helps in reducing cost 1. By reducing external sale
B. Calibration activity carried in company is 2. Prevention cost

C. Quality planning is 3. Appraisal cost

D. Vender assessment is 4. Appraisal cost

The correct order is
a. A-4, B-1, C-2, D-3
b. A-1, B-4, C-3, D-2
c. A-1, B-2, C-4, D-3
d. A-1, B-4, C-2, D-3
(Ans:d)

6-Match the following

A. MBQA is eligible for 1. Quality & productivity

B. Malcolm balding award seeks improvement in 2. Manufacturing organization

C. European quality award is for 3. Senior management was activity involved

D. Common elements of winners are 4. Improving efficiency

The correct order is
a. A-2, B-1, C-4, D-3
b. A-1, B-2, C-4, D-3
c. A-2, B-1, C-3, D-4
d. A-2, B-4, C-1, D-3
(Ans:a)

7-Match the following

A. Circle symbol 1. Data analysis told

B. Pareto analysis is 2. Average of reading

C. X bar means 3. Binging or end of operation

D. LCT means 4. Lower control limit

The correct order is
a. A-3, B-2, C-1, D-4
b. A-3, B-1, C-2, D-4
c. A-1, B-3, C-2, D-4
d. A-3, B-1, C-4, D-2
(Ans:b)

8-Match the following

A. Dimension 1. To assess customer satisfaction

B. Service characteristic 2. Inadequate resource

C. Customer satisfaction survey 3. Vary from time to time

D. Poor service is due to 4. Physical facility

The correct order is
 a. A-4, B-1, C-3, D-2
b. A-4, B-3, C-2, D-1
c. A-4, B-3, C-1, D-2
d. A-3, B-4, C-1, D-2
(Ans:c)

9-Match the following

A. Forecasts 1. Systematic analysis of work

B. Estimate made by management 2. Simplest method of assessment

C. Statistical method 3. Based on measures of productivity

D. Work study method 4. Vary in their degree of sophistication

The correct order is
a. A-3, B-2, C-4, D-1
b. A-3, B-2, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-4, C-2, D-1
(Ans:a)

10-Match the following

A. Process is managed level 1. Process capability

B. Critical process maturity concept include 2. Performance is model

C. Managed level of process 3. Capability maturity

D. CMM is 4. Process is controlled

The correct order is
a. A-2, B-4, C-1, D-3
b. A-2, B-1, C-3, D-4
c. A-2, B-1, C-4, D-3
d. A-1, B-2, C-4, D-3
(Ans:c)

11-Match the following

A. Simulated decision games 1. Unstructured group interaction

B. Coaching 2. Acting out managerial problems

C. Committee assignment 3. Guidance through advice / suggestions

D. Sensitivity training 4. Study of specific organizational problem

The correct order is
a. A-2, B-4, C-3, D-1
b. A-2, B-3, C-1, D-4
c. A-2, B-3, C-4, D-1
d. A-3, B-2, C-4, D-1
(Ans:c)

1- Control chart is
 i. Process monitoring tool
ii. Process control tool
iii. Process planning tool
The Correct Answer is
a. i only
b. i & ii
c. i, ii & iii
d. None of the above
(Ans:b)

2-The main business process objective(s) are b. i & iii

i. Customer service c. ii & iii
ii. Profit & loss d. None of the above
iii. Employee satisfaction (Ans:b)
The Correct Answer is
a. i only
b. i & ii 6-Current quality concept is
c. i, ii & iii i. Increase in production
d. None of the above ii. Continual improvement
(Ans:b) iii. Prevention of defect
The Correct Answer is
a. i & ii
3-Common elements of winners are b. i & iii
i. Senior management was actively involved c. ii & iii
ii. Control of overall process d. None of the above
iii. Focus on customer (Ans: c)
The Correct Answer is
a. i only
b. i & ii 7-Continual improvement is in
c. i, ii & iii i. Environmental objective
d. None of the above ii. Audit Result
(Ans:c) iii. Corrective action
The Correct Answer is
a. i & ii
4-TQM focuses on b. i & iii
i. Supplier c. i, ii & iii
ii. Employee d. None of the above
iii. Customer (Ans:c)
The Correct Answer is
a. i only
b. ii & iii 8-Benefit(s) of model based improvement is
c. i, ii & iii (are)
d. None of the above i. Establish common language
(Ans:b) ii. Models are comprehensive
The Correct Answer is
a. i only
5-The customer requirement to be reviewed b. ii only
i. Before supply of product c. i & ii
ii. After supply of product d. None of the above
iii. Before commitment of supply of product (Ans:c)
The Correct Answer is
a. i & ii
 9-Employee should be involved in a. i only
i. Decision making b. i & ii
ii. Participation c. ii & iii
iii. Union d. i, ii & iii
The Correct Answer is (Ans: d)
a. i & ii
b. i & iii 2-Does TQM approach have relevance to
c. i, ii & iii Indian industry in context to
d. None of the above i. Customer satisfaction
(Ans: a) ii. People involvement
iii. Policy management
The correct answer is
10-In ISO the focus is on a. i only
i. Enhancing customer satisfaction b. i & ii
ii. Satisfying customer c. ii & iii
iii. Delighting customer d. i, ii & iii
The Correct Answer is (Ans: b)
a. i & ii
b. i & iii
c. i, ii & iii 3-By applying basic principle the process
improvement will be in organization’s
d. None of the above
(Ans: b) i. Focus on work process
ii. Maintain self esteem of other
iii. Tone initiative
11-While recruiting person he should The correct answer is
i. Competent to perform job a. i only
ii. Trained to perform specified job b. i & ii
iii. Able to perform the activity c. ii & iii
The Correct Answer is d. i, ii & iii
a. i only (Ans: b)
b. i & ii
c. i, ii & iii
4-Reliability of product means
d. None of the above
(Ans:b) i. Consistency of performance
ii. Performance over period
iii. Free of technical errors
12-Process evaluation is to identify The correct answer is
i. Validation of product a. i & iii
ii. Potential failure prevention b. i & ii
iii. Correctness of product c. ii & iii
The Correct Answer is d. i, ii & iii
a. i only (Ans: d)
b. i & ii
c. ii & iii
5- While setting Goal, following things to be
d. None of the above
consider.
(Ans:c)
i. Customer need
ii. Marketability of product
1-Type of waste are iii. Organization need
i. Waiting time The correct answer is
ii. Transport a. i only
iii. Processing waste b. i & ii
The correct answer is c. ii & iii
 d. i, ii & iii ii. Identify possible causes of solution
(Ans: c) iii. Identify possible causes of problem &
determining its relation
The correct answer is
6-PP & PPK is calculated for a. i only
i. Initial production run b. i & iii
ii. Future production c. ii & iii
iii. Initial process setting d. i, ii & iii
The correct answer is (Ans:b)
a. i & ii
b. ii & iii
c. i & iii 10-The role of management is
d. i, ii & iii i. To provide Resources
(Ans: c) ii. To define EMS
iii. To monitor the effectiveness of the system
The correct answer is
7-The competence of the employee means a. i only
i. Competence of personnel performing work b. i & ii
effective quality c. ii & iii
ii. Evaluate the effectiveness of action taken d. i, ii & iii
iii. Maintain appropriate Record (Ans: d)
The correct answer is
a. i only
b. i & ii 11-Common features of CMM is how to
c. ii & iii produce software product which are
d. i, ii & iii i. Consistence
(Ans: d) ii. Repeatable
iii. Predictable
The correct answer is
8-Special characteristic means a. i only
i. Product characteristic which affect fit/ b. ii only
function / Regulation c. ii & iii
ii. Characteristic of product which are d. i, ii & iii
regulatory requirement (Ans: d)
iii. Characteristic in Specification
The correct answer is
a. i only 12-HRD at organizational level talks of
b. i & ii i. Organization’s manpower planning
c. ii & iii ii. Training
d. i, ii & iii iii. Performance appraisal
(Ans: b) The correct answer is
a. i only
b. I & ii
9-Cause & Effect diagram used to
c. ii & iii
i. Identify & organize possible causes of
d. i, ii & iii
problem
(Ans: d)

1. A quality strategy is necessary to provide the goals and guidelines to keep a

TQM programme heading in the right direction. The strategy would normally
comprise such aspects as:

A textbook approach detailing all the dos and don’ts of TQM implementation.
A public statement from the Board indicating that the company will be a 'quality' company.

The performance-related pay that staff can expect to obtain and the penalties that will be
imposed for under-performance.
The competitive priorities of the organization and how the TQM programme is expected to
contribute, the roles and responsibilities, the resources available and the philosophy towards
quality.*

The ISO 9000 quality system does NOT include:

ISO 9000/A for overall quality management standards.*

ISO 9001 for quality assurance in design and development.

ISO 9002 for quality assurance in production and installation.

ISO 9003 for quality assurance in final inspection.

ISO 9004 quality management and quality systems elements guidelines.

Which of the following is NOT noted as a disadvantage of Juran’s

approach to total quality management?
Seen by some as implying that workers are to blame for quality problems.*

Does not relate to other work on leadership and motivation.

Seen by some as undervaluing the contribution of the worker by rejecting

bottom-up initiatives.
Seen as being stronger on control systems than the human dimension in
organisations.

Japan's top national prize for contributions to quality is named after:

W Edwards Deming*

Joseph M Juran

Kaoru Ishikawa

Phillip Crosby

Armand Feigenbaum
Strong emphasis on the importance of people and participation in the
problem-solving process.
Deming

Taguchi

Feigenbaum

Ishikawa*

Juran

Crosby

Strong emphasis on statistical and quantitative methods.

Crosby

Deming*

Taguchi

Ishikawa

Feigenbaum

Juran

Strong emphasis on the role of both the internal and the external
customer.
Taguchi

Juran*

Crosby

Ishikawa

Deming
 Feigenbaum

Does not relate to other work on leadership and motivation.

Deming

Crosby

Feigenbaum

Taguchi

Juran*

Ishikawa

Does not treat situations that are political or coercive.

Deming*

Juran

Ishikawa

Feigenbaum

Taguchi

Crosby

Seen by some as implying that workers are to blame for quality

problems.
Feigenbaum

Deming

Crosby*

Juran
 Taguchi

Ishikawa

Which of the following is NOT an example of an external failure cost?

Cost of providing excessive capability.

The setting up of statistical acceptance sampling plans*.

Guarantee and warranty costs.

Loss of customer goodwill affecting future business.

A strength of the ‘traditional’ TQM approach is that failure costs are

more accurately estimated.
True

False

Based on the TQM approach, which direction does the cost of

prevention go in as time goes on?
It reaches zero.

It goes down.

It stays the same.

It goes up.*

Technically speaking, Six Sigma involves driving towards how many

defective parts per million?
1
 3.4*
230
6200
In the Six Sigma approach, what is the name given to experts in the use of Six
Sigma tools and techniques as well as how such tools can be used and
implemented?
Green Belt
Black Belt
Master Black Belt*
Master Green Belt
1. What is the full form of TQM?
a) True quality machining
b) Total quality management
c) True quantitative machining
d) Total queue management
Answer: b
Explanation: Total quality management is a
process that promotes unending improvement
in the efficiency and effectiveness of all
elements of a business. Quality finds the 1st
place in the entire business action
2. Which of the following is correct for
TQM?
a) Quality strategy in TQM emanates from
top
b) TQM is a static process
c) It is a management approach to short-
term success through customer
d) It is used to improve processes not
products
Explanation: Quality strategies and values in
TQM emanates from top. Strategy of defect
prevention leads to plans of action and
strategic goals. Customer orientation is also a
principle of TQM. Regular feedback is needed
to meet the needs of customers.
3. Which part in quality management is the
critical part?
a) Process thinking
b) Performance measurement
c) Customer’s view
d) Systematic approach
Answer: d
Explanation: A critical part of quality
management is the systematic and strategic
approach to achieving an organization’s vision
and goals. This process includes the
formulation of a strategic plan that integrates
quality as a core component.
4. Which of the following is not true for
communication in TQM?
a) Three way communication
b) It should be clear
c) Forceful
d) Open involvement
Answer: a
Explanation: Communication is two way in
total quality management. It should be
forceful, effective, consistent and clear. It is
very essential for active and open involvement
in all company’s visions.
5. Which of the following is correct option
for given statements about TQM?
Statement 1: Design of the formal system is
a one time effort.
Statement 2: TQM is a management
philosophy.
a) F, F
b) F, T
c) T, T
d) T, F
Answer: b
Explanation: Design of a system is not a
onetime effort but it wills changes
continuously according to the customer need
and organization.
TQM is a management philosophy to a
journey of excellence of organization and also
to satisfy needs of customer.
6. What are the core principles of the TQM
in a company-wide effort?
a) Customer and process orientation only
b) Continuous improvement only
c) Process orientation and continuous
improvement only
d) Continuous improvement, process and
customer orientation
Answer: d
Explanation: TQM as a company-wide effort
emphasizes 3 core principles. These
principles are process orientation, customer
orientation and continuous improvement.
Some core areas are essential to implement
these principles that organization need to
follow.
7. Which drivers are used in TQM system?
a) Competition, Survival and export drive
b) Teamwork participation and customer
satisfaction
c) Quality tools and technique
d) Management commitment and vision
Answer: a
Explanation: Management commitment and
vision, teamwork participation, Quality tools
and techniques are the system models and
competition. Survival, profitability, Customer
expectations are the drivers. System models,
drivers and TQM all together forms a TQM
system.
8. What is included in the quality
assessment in TQM?
a) Strategic quality planning
b) Management of process quality
c) Quality and operational results
d) Information and analysis
Answer: b
Explanation: Any TQM company needed a
good process management. These include
design, R & D, process management quality
for all work units and suppliers and also
quality improvement and assessment
9. How many stages are needed for
inspection and testing in TQM as per ISO
9001?
a) 1
b) 2
c) 3
d) 4
Answer: c
Explanation: There are three stages of
inspection and testing as per ISO 9001. These
stages are receiving inspection and testing, in
process inspection and third is testing and
final inspection and testing.
10. Which factor is the basis of Decision
making in TQM?
a) Facts only
b) Opinions only
c) Facts and opinions both
d) Neither facts nor opinions
Answer: a
Explanation: Decision-making within the
organization should be only based on facts. It
is not based on opinions like personal
interests and emotions. Data should support
this type of decision-making process.