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TOTAL QUALITY MANAGEMENT MCQ

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Nagarajan Kaliappan

This document contains 30 multiple choice questions about quality management principles and approaches including total quality management (TQM), Six Sigma, and various quality pioneers such as Deming, Juran, Ishikawa and Taguchi. The questions cover topics such as the definition of self-assessment, origins of total quality control, quality gurus, aspects and prescriptions of TQM, internal customers, costs of quality, advantages and disadvantages of different approaches, ISO standards, and roles in Six Sigma.

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hisactivitycontains15 questions. 1. Whichorganisationdefinesself-assessmentasa comprehensive,systematic,andregularreviewof the organisationsactivitiesandresultsreferencedagainstamodel of businessexcellence? European Foundationfor Quality Management(EFQM) Taguchi Institute ISO9000 International QualityFoundation 2. The conceptof total qualitycontrol,i.e.thatqualitymustbe attendedtoatall stagesof the industrial cycle and throughoutthe organisation,isthe creationof whichof the followingpioneers? W Edwards Deming JosephMJuran Armand Feigenbaum Genichi Taguchi 3. The so-called'qualitygurus'of total qualitymanagement(TQM) doNOTinclude whichone of the following? Bill Cosby Kaoru Ishikawa JosephMJuran W Edwards Deming 4. The specificconcernsof total qualitymanagement(TQM) include anumberof aspects.Whichof the followingisNOTnormallyassociatedwithTQM? Coveringall partsof the organisation Meetingthe needsandexpectationsof customers Primarily a 'worker' rather than a managementactivity Inclusionof everypersoninthe organisation 5. The preferredmethodforachievingtotal qualityinprocessoutputisto: Performinspectionatthe nextprocess. Relyonoperatorself-inspectionandself-correction. Buildand install an error-proof processand maintainit. Relyona teamof highlytrainedanddedicatedinspectors. 6. Total qualitymanagement(TQM) programmesare more likelytoremaineffective if anumberof prescriptionsare followed.Whichof the followingprescriptionsshouldNOTbe followed?
TQM doesnotbecome a separate 'bolt-on'setof activities. TQM should become a substitute for normal managerial leadership. SlogansandexhortationsaboutTQM's effectivenessare avoided. Qualityimprovementrelatestoanoperation'sperformance objectives. 7. One of the most powerful aspectstoemerge fromTQMis the conceptof the internal customerand supplier.Thismeansthat: Service Level Agreementsmustbe inplace toensure standardsare met. Every part of the organisation contributesto external customer satisfactionby satisfying its own internal customers. The product or service mustbe inspectedpriortoitsdeliverytothe external customer. It isthe responsibilityof the executive incharge of TQMto manage internal customer-supplier relationships. 8. Which of the followingwouldNOT normallybe consideredasacostsof quality? Inspectioncosts Preventioncosts Internal failure costs Warranty costs Marketing costs 9. Which one of the followingwouldnormallybe consideredasone of the costsof quality? Overhead costs Transport costs Marketingcosts Appraisal costs Transactioncosts 10. Whichof the followingisNOTnotedasa disadvantage of Feigenbaumsapproachtototal quality management? Action plan and methodological principlesare sometimesvague. Doesnot bringtogetherthe differentmanagementtheoriesintoone coherentwhole. Doesnot discriminate betweendifferentkindsof qualitycontext. 11. TQM expandsonearlierapproachestoqualitymanagement.Whichof the followingisordered correctlyfromearliertolaterideas?
Inspection,QualityControl, Quality Assurance,Total Quality Management QualityAssurance,Inspection,QualityControl,Total QualityManagement QualityControl,Inspection,QualityAssurance,Total Quality Management QualityAssurance,QualityControl,Inspection,Total QualityManagement 12. What isthe Internal ServiceRule? Service tointernal customersdependsonthe culture of anorganisation. Service tointernal customersisthe mostimportantformof service. Service to external customers neverexceedsservice tointernal customers. Service tointernal customersdependsonthe extentof communicationwithinternalsuppliers. 13. Some organisationsbringadegree of formalitytothe internal customerconceptbyencouraging(or requiring) differentpartsof the operationtoagree on: Deliveryagreements Service level agreements Formal provisionagreements Internal service agreements 14. Whichof the followingisanexample of aservice levelagreement(SLA)betweenaninformation systemssupportunitanda researchunitinthe laboratoriesof alarge company? The maximumresponse time togetthe systemoperational shoulditfail. The minimumup-time. The typesof informationthatwill be providedasstandard. All of the above. 15. Appraisal costsare those costs incurredwhentryingtostopproblems,failuresanderrorsfrom occurring. True False 16. A qualitystrategyisnecessarytoprovide the goalsandguidelinestokeepaTQMprogramme headinginthe rightdirection.The strategywouldnormallycomprisesuchaspectsas: The competitive prioritiesofthe organisation and how the TQM programme is expectedto contribute,the rolesand responsibilities,the resourcesavailable andthe philosophytowards quality. A publicstatementfromthe Boardindicatingthatthe companywill be a'quality'company. The performance-relatedpaythatstaff can expecttoobtainand the penaltiesthatwill be imposedforunder-performance.
A textbookapproachdetailingall the dosanddontsof TQM implementation. 17. The ISO 9000 qualitysystemdoesNOTinclude: ISO9002 forqualityassurance inproductionandinstallation. ISO 9000/A for overall qualitymanagementstandards. ISO9004 qualitymanagementandqualitysystemselementsguidelines. ISO9001 forqualityassurance indesignanddevelopment. ISO9003 forqualityassurance infinal inspection. 18. Whichof the followingisNOTnotedasa disadvantage of Juransapproachtototal quality management? Seenbysome as undervaluingthe contributionof the workerbyrejectingbottom-upinitiatives. Seenasbeingstrongeroncontrol systemsthanthe humandimensioninorganisations. Seenby some as implyingthat workers are to blame for qualityproblems. Doesnot relate tootherwork onleadershipandmotivation. 19. Japan'stop national prize forcontributionstoqualityisnamedafter: JosephMJuran PhillipCrosby W Edwards Deming ArmandFeigenbaum Kaoru Ishikawa 20. Strongemphasisonthe importance of people andparticipationinthe problem-solvingprocess. Crosby Deming Ishikawa Juran Taguchi Feigenbaum 21. Strongemphasisonstatistical andquantitativemethods. Deming Taguchi Feigenbaum Crosby
Juran Ishikawa 22. Strongemphasisonthe role of both the internal andthe external customer. Taguchi Ishikawa Crosby Feigenbaum Juran Deming 23. Doesnot relate tootherworkon leadershipandmotivation. Deming Feigenbaum Taguchi Crosby Ishikawa Juran 24. Doesnot treatsituationsthatare political orcoercive. Feigenbaum Taguchi Ishikawa Deming Juran Crosby 25. Seenbysome as implyingthatworkersare toblame forqualityproblems. Juran Ishikawa Taguchi Feigenbaum Crosby Deming 26. Whichof the followingisNOTan example of anexternal failurecost?
Loss of customergoodwill affectingfuture business. Guarantee andwarranty costs. Cost of providingexcessive capability. The settingup of statistical acceptance sampling plans. 27. A strengthof the traditionalTQMapproachis that failure costs are more accuratelyestimated. False True 28. Basedon the TQM approach,whichdirectiondoesthe costof preventiongoinastime goeson? It staysthe same. It goes up. It goesdown. It reacheszero. 29. Technicallyspeaking,SixSigma involvesdrivingtowardshow manydefective partspermillion? 230 1 3.4 6200 30. In the Six Sigmaapproach,whatis the name giventoexpertsinthe use of Six Sigmatoolsand techniquesaswell ashowsuchtoolscan be usedand implemented? Black Belt Master Black Belt Master GreenBelt GreenBelt

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TOTAL QUALITY MANAGEMENT MCQ

  • 1. hisactivitycontains15 questions. 1. Whichorganisationdefinesself-assessmentasa comprehensive,systematic,andregularreviewof the organisationsactivitiesandresultsreferencedagainstamodel of businessexcellence? European Foundationfor Quality Management(EFQM) Taguchi Institute ISO9000 International QualityFoundation 2. The conceptof total qualitycontrol,i.e.thatqualitymustbe attendedtoatall stagesof the industrial cycle and throughoutthe organisation,isthe creationof whichof the followingpioneers? W Edwards Deming JosephMJuran Armand Feigenbaum Genichi Taguchi 3. The so-called'qualitygurus'of total qualitymanagement(TQM) doNOTinclude whichone of the following? Bill Cosby Kaoru Ishikawa JosephMJuran W Edwards Deming 4. The specificconcernsof total qualitymanagement(TQM) include anumberof aspects.Whichof the followingisNOTnormallyassociatedwithTQM? Coveringall partsof the organisation Meetingthe needsandexpectationsof customers Primarily a 'worker' rather than a managementactivity Inclusionof everypersoninthe organisation 5. The preferredmethodforachievingtotal qualityinprocessoutputisto: Performinspectionatthe nextprocess. Relyonoperatorself-inspectionandself-correction. Buildand install an error-proof processand maintainit. Relyona teamof highlytrainedanddedicatedinspectors. 6. Total qualitymanagement(TQM) programmesare more likelytoremaineffective if anumberof prescriptionsare followed.Whichof the followingprescriptionsshouldNOTbe followed?
  • 2. TQM doesnotbecome a separate 'bolt-on'setof activities. TQM should become a substitute for normal managerial leadership. SlogansandexhortationsaboutTQM's effectivenessare avoided. Qualityimprovementrelatestoanoperation'sperformance objectives. 7. One of the most powerful aspectstoemerge fromTQMis the conceptof the internal customerand supplier.Thismeansthat: Service Level Agreementsmustbe inplace toensure standardsare met. Every part of the organisation contributesto external customer satisfactionby satisfying its own internal customers. The product or service mustbe inspectedpriortoitsdeliverytothe external customer. It isthe responsibilityof the executive incharge of TQMto manage internal customer-supplier relationships. 8. Which of the followingwouldNOT normallybe consideredasacostsof quality? Inspectioncosts Preventioncosts Internal failure costs Warranty costs Marketing costs 9. Which one of the followingwouldnormallybe consideredasone of the costsof quality? Overhead costs Transport costs Marketingcosts Appraisal costs Transactioncosts 10. Whichof the followingisNOTnotedasa disadvantage of Feigenbaumsapproachtototal quality management? Action plan and methodological principlesare sometimesvague. Doesnot bringtogetherthe differentmanagementtheoriesintoone coherentwhole. Doesnot discriminate betweendifferentkindsof qualitycontext. 11. TQM expandsonearlierapproachestoqualitymanagement.Whichof the followingisordered correctlyfromearliertolaterideas?
  • 3. Inspection,QualityControl, Quality Assurance,Total Quality Management QualityAssurance,Inspection,QualityControl,Total QualityManagement QualityControl,Inspection,QualityAssurance,Total Quality Management QualityAssurance,QualityControl,Inspection,Total QualityManagement 12. What isthe Internal ServiceRule? Service tointernal customersdependsonthe culture of anorganisation. Service tointernal customersisthe mostimportantformof service. Service to external customers neverexceedsservice tointernal customers. Service tointernal customersdependsonthe extentof communicationwithinternalsuppliers. 13. Some organisationsbringadegree of formalitytothe internal customerconceptbyencouraging(or requiring) differentpartsof the operationtoagree on: Deliveryagreements Service level agreements Formal provisionagreements Internal service agreements 14. Whichof the followingisanexample of aservice levelagreement(SLA)betweenaninformation systemssupportunitanda researchunitinthe laboratoriesof alarge company? The maximumresponse time togetthe systemoperational shoulditfail. The minimumup-time. The typesof informationthatwill be providedasstandard. All of the above. 15. Appraisal costsare those costs incurredwhentryingtostopproblems,failuresanderrorsfrom occurring. True False 16. A qualitystrategyisnecessarytoprovide the goalsandguidelinestokeepaTQMprogramme headinginthe rightdirection.The strategywouldnormallycomprisesuchaspectsas: The competitive prioritiesofthe organisation and how the TQM programme is expectedto contribute,the rolesand responsibilities,the resourcesavailable andthe philosophytowards quality. A publicstatementfromthe Boardindicatingthatthe companywill be a'quality'company. The performance-relatedpaythatstaff can expecttoobtainand the penaltiesthatwill be imposedforunder-performance.
  • 4. A textbookapproachdetailingall the dosanddontsof TQM implementation. 17. The ISO 9000 qualitysystemdoesNOTinclude: ISO9002 forqualityassurance inproductionandinstallation. ISO 9000/A for overall qualitymanagementstandards. ISO9004 qualitymanagementandqualitysystemselementsguidelines. ISO9001 forqualityassurance indesignanddevelopment. ISO9003 forqualityassurance infinal inspection. 18. Whichof the followingisNOTnotedasa disadvantage of Juransapproachtototal quality management? Seenbysome as undervaluingthe contributionof the workerbyrejectingbottom-upinitiatives. Seenasbeingstrongeroncontrol systemsthanthe humandimensioninorganisations. Seenby some as implyingthat workers are to blame for qualityproblems. Doesnot relate tootherwork onleadershipandmotivation. 19. Japan'stop national prize forcontributionstoqualityisnamedafter: JosephMJuran PhillipCrosby W Edwards Deming ArmandFeigenbaum Kaoru Ishikawa 20. Strongemphasisonthe importance of people andparticipationinthe problem-solvingprocess. Crosby Deming Ishikawa Juran Taguchi Feigenbaum 21. Strongemphasisonstatistical andquantitativemethods. Deming Taguchi Feigenbaum Crosby
  • 5. Juran Ishikawa 22. Strongemphasisonthe role of both the internal andthe external customer. Taguchi Ishikawa Crosby Feigenbaum Juran Deming 23. Doesnot relate tootherworkon leadershipandmotivation. Deming Feigenbaum Taguchi Crosby Ishikawa Juran 24. Doesnot treatsituationsthatare political orcoercive. Feigenbaum Taguchi Ishikawa Deming Juran Crosby 25. Seenbysome as implyingthatworkersare toblame forqualityproblems. Juran Ishikawa Taguchi Feigenbaum Crosby Deming 26. Whichof the followingisNOTan example of anexternal failurecost?
  • 6. Loss of customergoodwill affectingfuture business. Guarantee andwarranty costs. Cost of providingexcessive capability. The settingup of statistical acceptance sampling plans. 27. A strengthof the traditionalTQMapproachis that failure costs are more accuratelyestimated. False True 28. Basedon the TQM approach,whichdirectiondoesthe costof preventiongoinastime goeson? It staysthe same. It goes up. It goesdown. It reacheszero. 29. Technicallyspeaking,SixSigma involvesdrivingtowardshow manydefective partspermillion? 230 1 3.4 6200 30. In the Six Sigmaapproach,whatis the name giventoexpertsinthe use of Six Sigmatoolsand techniquesaswell ashowsuchtoolscan be usedand implemented? Black Belt Master Black Belt Master GreenBelt GreenBelt