Total Quality Management Set 1

Mechanical Engineering,

Electronics and Communication Engineering

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This set of Total Quality Management TQM Multiple Choice Questions & Answers (MCQs) focuses on Total Quality Management Set 1

Q1 | How a quality can be quantified
  • performance + expectations
  • performance x expectations
  • performance – expectations
  • performance / expectations
Answer: performance / expectations
Explaination:
quality can be quantified byquality (q) = performance (p) /expectations (e)so option d is correct
Q2 | Traditional culture of quality requirements focuses on
  • product oriented
  • process oriented
  • customer oriented
  • supplier oriented
Answer: product oriented
Explaination:
traditional culture of quality requirements is product oriented, whereas tqm culture is process oriented. so option a is correct
Q3 | American quality guru who took the message of quality to Japan
  • genichi taguchi
  • masaaki imai
  • shigeo shingo
  • w. edwards deming
Answer: w. edwards deming
Explaination:
american quality guru’s are w. edward deming, walter shewhart, philip crosby, joseph m juran. so option d is correct
Q4 | PDCA cycle is the contribution of
  • walter shewhart
  • philip crosby
  • genichi taguchi
  • w. edward deming
Answer: w. edward deming
Explaination:
w. edward deming contributions are1. deming’s 14 points route to quality2. deming cycle or pdca cycle3. seven deadly diseases of management4. system of profound knowledge so option d is correct
Q5 | Which one is Juran’s “three- role model”
  • supplier – process – customer
  • customer - process – customer
  • process – customer – supplier
  • process – supplier – customer
Answer: supplier – process – customer
Explaination:
juran’s “three role model” is supplier – process – customer so option a is correct
Q6 | In TQM, how many elements are there in Quality statements
  • 1
  • 2
  • 3
  • 4
Answer: 3
Explaination:
quality statements has three elements1. vision statement2. mission statement3. quality policy statement so option c is correct
Q7 | What are the elements of Quality statements
  • vision statement
  • mission statement
  • quality policy statement
  • all the above
Answer: all the above
Explaination:
quality statements has three elements1. vision statement2. mission statement3. quality policy statement so option d is correct
Q8 | Quality Trilogy is the contributions of
  • walter shewhart
  • philip crosby
  • joseph m juran
  • w. edward deming
Answer: joseph m juran
Explaination:
juran’s contributions are1. internal customer2. cost of quality3. fitness of use4. quality trilogy5. juran’s 10 steps for quality improvement6. breakthrough concept so option c is correct
Q9 | In TQM , the contributions of quality Guru Joseph M Juran
  • internal customer
  • cost of quality
  • breakthrough concept
  • all the above
Answer: all the above
Explaination:
juran’s contributions are1. internal customer2. cost of quality3. quality trilogy4. fitness of use5. juran’s 10 steps for quality improvement6. breakthrough concept so option d is correct
Q10 | The contributions of quality Guru Philip Crosby in TQM
  • pdca cycle
  • quality trilogy
  • pdsa
  • concept of zero defects
Answer: concept of zero defects
Explaination:
philip crosby’s contributions are1. four absolutes of quality2. 14 steps to quality management3. crosby’s quality vaccine4. concept of zero defects so option d is correct
Q11 | The contribution of Four absolute of Quality is given by
  • walter shewhart
  • philip crosby
  • joseph m juran
  • w. edward deming
Answer: philip crosby
Explaination:
philip crosby’s contributions are1. four absolutes of quality2. 14 steps to quality management3. crosby’s quality vaccine4. concept of zero defects so option b is correct
Q12 | Cost of quality is given by costs of
  • prevention + appraisal +internal failure +external failure
  • prevention + appraisal
  • internal failure + external failure
  • appraisal + internal failure
Answer: prevention + appraisal +internal failure +external failure
Explaination:
cost of quality = prevention cost + appraisal cost + internal failure cost + external failure cost so option a is correct
Q13 | In components of CoQ, Cost of good quality contains
  • prevention cost
  • appraisal cost
  • both a and b
  • none of the above
Answer: both a and b
Explaination:
coq of good quality = prevention cost + appraisal cost so option c is correct
Q14 | In components of CoQ, Cost of poor quality contains
  • internal failure cost
  • external failure cost
  • both a and b
  • none of the above
Answer: both a and b
Explaination:
coq of good quality = internal failure cost + external failure costso option c is correct
Q15 | The Teboul’s customer satisfaction model depends on
  • company offer
  • customer needs
  • both a and b
  • none of the above
Answer: both a and b
Explaination:
teboul’s customer satisfaction model is the intersection of company offer and customer needs so option c is correct
Q16 | Customer perception on quality contains
  • performance
  • features
  • service
  • all the above
Answer: all the above
Explaination:
customer perception on quality are performance, features, service, warranty, price and reputation so option d is correct
Q17 | Tools used for collecting customer complaints
  • comment cards
  • focus groups
  • toll free telephone numbers
  • all the above
Answer: all the above
Explaination:
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
Q18 | PDCA cycle stands for
  • plan do check act
  • plan did check act
  • process do check act
  • process did check acknowledge
Answer: plan do check act
Explaination:
pdca cycle stands for plan do check act as per e. deming so option a is correct
Q19 | Dimensions of quality contains
  • performance
  • reliability
  • conformance
  • all the above
Answer: all the above
Explaination:
dimensions of quality contain performance, features, usability, conformance to standards/specifications, reliability, durability, maintainability.so option d is correct
Q20 | Dimensions of Service quality contains
  • tangibles
  • reliability
  • assurance
  • all the above
Answer: all the above
Explaination:
dimensions of service quality contains tangibles , reliability, assurance, empathy, responsiveness so option d is correct
Q21 | Japanese quality guru who developed new concepts in response to the American gurus
  • walter shewhart
  • philip crosby
  • genichi taguchi
  • w. edward deming
Answer: genichi taguchi
Explaination:
japanese quality guru are genichi taguchi, masaaki imai, shigeo shingo. so option c is correct
Q22 | In TQM, the customer need can be understandable by which model
  • taguchi model
  • kano model
  • deming model
  • kaizen model
Answer: kano model
Explaination:
kano proposed a model to understand the customer need. whereas others contributions are not with respect to customer need.so option b is correct
Q23 | The most common techniques used for analyzing the quality costs are
  • trend analysis
  • pareto analysis
  • both a and b
  • none of the above
Answer: both a and b
Explaination:
the techniques used for analyzing the quality costs are trend analysis and pareto analysis so option c is correct
Q24 | In continuous improvement, PDSA stands for
  • plan do study act
  • plan did study act
  • process do study act
  • process did study acknowledge
Answer: plan do study act
Explaination:
pdsa stands for plan do study act so option a is correct
Q25 | The system for causing quality is preventive, not appraisal is
  • first absolute
  • second absolute
  • third absolute
  • fourth absolute
Answer: second absolute
Explaination:
first absolute: definition of qualitysecond absolute: the system for causing quality is preventive, not appraisal
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