MCQ ON TOTAL QUALITY MANAGEMENT (HARSHDEEP RAI AND HASSAN IMMAM)

1- Malcolm Baldrige national quality award is for (MBNQA)

a) Total Quality Management b) International Standard Organization c) Total Productive Maintenance

d) Total Quality Control

2- The process mapping is a diagram.

a) Data flow b) Work flow c) Circular d) Audit

3- Control chart is a a) Process monitoring tool b) Process control tool c) Both (a) and (b) d) None of
the above

4- The objective of ISO-9000 family of Quality management is

a) Customer satisfaction b) Employee satisfaction c) Skill enhancement d) Environmental issues

5- Total Quality Management (TQM) focuses on

a) Employee b) Customer c) Both (a) and (b) d) None of the above

6- Which of the following is responsible for quality objective?

a) Top level management b) Middle level management c) Frontline management d) All of the above

7- The following is (are) the machine down time.

a) Waste b) No material c) Breakdown d) All of the above

8- TQM & ISO both focuses on

a) Customer b) Employee c) Supplier d) All of the above

9- According to Deming, Quality problems are

a) Due to management b) Due to method c) Due to machine d) Due to material

10- While setting Quality objective, to be considered.

a) Material quality b) Customer need c) Market demand d) All of the above

11- Match The Following

A. TQM promotes

1. Small change B. Kaizen is 2. Continuous improvement C. Quality circle can 3. Employee

participation solve problem related to 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

12- helps organization reduce employee turnover and absenteeism.

a) Job design b) Training & development c) Wage revision d) All of the above

13- CMM stands for a) Capability maturity model b) Capability monitoring model c) Capability
measuring model d) Capability matching model

14- While setting Quality objective, to be considered. a) Customer need b) Organizational need c)
Supplier need d) Worker need

15- Which of the following is for Environment management?

a) ISO-9001 b) ISO-14000 c) ISO-26000 d)ISO-31000

16. What is the aim of fool proof technique used for total quality management?

a. to achieve zero defects b. to specify time schedules c. to specify targets d. none of the above

17. Match the following group 1 items with group 2 items

1. Sort A. Seitan 2. Set in order B. Seiketsu 3. Shine C. Seiri 4. Standardize D. Seiso

a. 1 – D, 2 – A, 3 – B, 4 – C b. 1 – C, 2 – A, 3 – D, 4 – B c. 1 – B, 2 – C, 3 – A, 4 – D d. 1 –A, 2 – C, 3 – D, 4 – B

18. What is meant by Kaizen?

a. card signal b. to avoid inadvertent errors c. change for better quality

d. none of the above

19. Which among the following is a pull type signaling system?

a. Just in time b. Kanban c. both a. and b. d. none of the above

20. ISO 14000 quality standard is related with

a. Environmental management systems b. Automotive quality standards c. Eliminating poor quality d.

Customer satisfaction

21. Which ISO standard is used in international automobile companies to set automotive quality system
standards ?

a. ISO 14000 b. TS 16949 c. ISO 9000 d. none of the above

22. What is quality assurance?

a. Quality assurance deals with activities which prove that products and services meet the required
quality standard b. Quality assurance deals with activities which aim at customers satisfaction c. Quality
assurance deals with controlling the quality of products by inspection d. All of the above

23. Which of the following statements is/are false?

1. Fault tree analysis method is used to determine reliability of product 2. The goal of Six Sigma is to
reduce number of defects to 2.4 parts per billion 3. Six sigma is represented by normal distribution
curve 4. Poka yoke is a policy which prevents occurrence of human errors
24. Which quality management program is related to the maintenance of plants and equipments?

a. Environmental management systems b. Fault tree analysis c. Failure mode effect analysis d. Total
productive maintenance

25. The aim of Just-In-Time manufacturing principle is to eliminate

a. time wastage b. labour wastage c. cost of excessive inventory d. all of the above

26-P-D-C-A stands for a) Plan-Do-check-Act b) Plan-Do-correct-Act c) Proceed-Do-check-Act d)

Proceed-Do-correct-Act

27- What is ISO? a) Indian organization for standard b) Internal organization for standard c)
International organization for standard d) None of the above

28- EMS stands for a) Environmental management system b) Employees management system c)
Engineering management system d) Equipment management system

29- For Cpk (Process capability index) value of 1.33, the PPM is a) 1 b) 63 c) 2700 d) 45500

30- 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

31. 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

32- Rectangle represents While plotting flow chart. a) Step in activity b) Decision making c) Direction
of flow d) None of the above

33- Tally chart is a) Process monitoring tool b) Data collection tool c) Process planning tool d) None of
the above

34- Diamond represents while plotting flow chart. a) Step in activity b) Decision making c) Direction
of flow d) None of the above

35- The role of management is to a) provide Resources b) define EMS c) monitor the effectiveness of
the system d) All of the above

36- ISO emphasis on a) Prevention b) Inspection c) Rejection d) All of the above

37- ISO – 14001 gives stress on a) Plan – Do -check -Act b) Environmental protection c) Prevention
rather than detection d) All of the above
38- Service Assurance is a) Confidence with customer b) Customer has trust c) Employee has
knowledge d) All of the above

39- Following is (are) the phase(s) of intervention a) Formulation stage b) Maintenance stage c)
Implementation stage d) All of the above

40- When cpk is less than one a) Process is not capable b) Process is stable c) Process if highly capable
d) None of the above

41. Quality improvement planning is related to which category of cost?

a. Cost of failure b. Cost of appraisal c. Cost of prevention d. All of the above

42. Which of the following strategies of Deming's fourteen points is included into category of
Management commitment?

a. Institute leadership b. Encouraging education c. Eliminating exhortations d. Adopting new

philosophy

43. The concepts of quality planning, quality control, quality improvement known as ‘Trilogy of quality’
was introduced by …………………. A. Philip B. Crosby B. Edward Deming C. A. Shewhart D. Dr. Juran E.
Taguchi

44. According Juran's Triology, which of the following actions is performed under planning procedure?

a. choosing control subjects b. organizing project teams c. project establishment d. deal with
resistance to change

45. What is the full form of TQM? a) True quality machining b) Total quality management c) True
quantitative machining d) Total queue management

46. 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

47. Which part in quality management is the critical part? a) Process thinking b) Performance
measurement c) Customer’s view d) Systematic approach

48. 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

49. 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

50. 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
51- 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

52- The main business process objective(s) are i. Customer service

ii. Profit & loss

iii. Employee satisfaction The Correct Answer is a) i only b) i & ii c) i, ii & iii d) None of the above

53- Common elements of winners are i. Senior management was actively involved

ii. Control of overall process

iii. Focus on customer The Correct Answer is a) i only b) i & ii c) i, ii & iii d) None of the above

54- TQM focuses on i. Supplier

ii. Employee

iii. Customer

The Correct Answer is a) i only b) ii & iii c) i, ii & iii d) None of the above

55- The customer requirement to be reviewed i. Before supply of product

ii. After supply of product

iii. Before commitment of supply of product.

The Correct Answer is a) i & ii b) i & iii c) ii & iii d) None of the above

56- Current quality concept is I. Increase in production

II. Continual improvement

III. Prevention of defect The Correct Answer is a) i & ii b) i & iii c) ii & iii d) None of the above

57- Continual improvement is in

i. Environmental objective

ii. Audit Result

iii. Corrective action

The Correct Answer is a. i & ii b. i & iii c. i, ii & iii d. None of the above

58- Benefit(s) of model based improvement is (are)

i. Establish common language ii. Models are comprehensive

The Correct Answer is a) i only b) ii only c) i & ii d) None of the above

59- Employee should be involved in i. Decision making

ii. Participation

iii. Union

The Correct Answer is a) i & ii b) i & iii c) i, ii & iii d) None of the above

60- In ISO the focus is on i. Enhancing customer satisfaction

ii. Satisfying customer

iii. Delighting customer The Correct Answer is a) i & ii b) i & iii c) i, ii & iii d) None of the above

61- While recruiting person he should i. Competent to perform job

ii. Trained to perform specified job

iii. Able to perform the activity

The Correct Answer is a) i only b) i & ii c) i, ii & iii d) None of the above

62- Process evaluation is to identify i. Validation of product

ii. Potential failure prevention

iii. Correctness of product

The Correct Answer is a) i only b) i & ii c) ii & iii d) None of the above

63 is used to collect data

a. Check sheets b. Histogram c. Scatter diagram d. Control chart

64 represent the data graphically

a. Check sheets b. Histogram c. Scatter diagram d. Control chart

65 shows the relationship between two variables

a. Check sheets b. Histogram c. Scatter diagram d. Control chart

66 explains if process under control or not

a. Check sheets b. Histogram c. Scatter diagram d. Control chart

67 helps in identifying the main cause of problem

a. Histogram b. Pareto chart c. cause and effect diagram d. Flow chart

68. which identify the root cause of problem and their effect a. Histogram b. Pareto chart c. cause and
effect diagram d. Flow chart

69. which is used to represent graphically different process and work flow a. Histogram b. Pareto
chart c. cause and effect diagram d. Flow chart

70. quality planning, quality control and quality improvement are called trilogy a. shingo b.crosby
c.deming d.juran

71. Who is associated with the concept of Total Quality Management?

a. Rensis Likert b. Kurt Lewin c. Max Weber d. W. Edwards Deming

72. Plan-Do-Check -Act cycle is related to: a. Donabedian b. Deming

c. Henry Gantt d. None of these

73. Quality Council of India sponsored accreditation system for hospitals and health care providers: a.
NABH b. Joint Commission International c. BIS d. NABET

74. Which definition of quality of care represents the entire continuum from structure to process and to
outcome? a. Deming's b. WHO, 1988 c. Donabedian d. Kurt Lewin

75. Which term is having a closest meaning as Sampling Distributions? a. Control charts b. On site
inspection c. Whole lot inspection d. Acceptance sampling

76. Type of waste are i. Waiting time

ii. Transport

iii. Processing waste

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

77. Does TQM approach have relevance to Indian industry in context to i. Customer satisfaction

ii. People involvement

iii. Policy management

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

78. By applying basic principle the process improvement will be in organization’s i. Focus on work
process

ii. Maintain self esteem of other

iii. Tone initiative

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

79. Reliability of product means i. Consistency of performance

ii. Performance over period

iii. Free of technical errors

The correct answer is a) i & iii b) i & ii c) ii & iii d) i, ii & iii

80. While setting Goal, following things to be consider.

i. Customer need

ii. Marketability of product

iii. Organization need The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

81. The competence of the employee means i. Competence of personnel performing work effective
quality

ii. Evaluate the effectiveness of action taken

iii. Maintain appropriate Record

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

82. Special characteristic means i. Product characteristic which affect fit/ function / Regulation

ii. Characteristic of product which are regulatory requirement

iii. Characteristic in Specification

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

83. Cause & Effect diagram used to i. Identify & organize possible causes of problem

ii. Identify possible causes of solution

iii. Identify possible causes of problem & determining its relation

The correct answer is a) i only b) i & iii c) ii & iii d) i, ii & iii

84. The role of management is i. To provide Resources

ii. To define EMS

iii. To monitor the effectiveness of the system

The correct answer is a) i only b) i & ii c) ii & iii d) i, ii & iii

85. HRD at organizational level talks of i. Organization’s manpower planning ii. Training iii.
Performance appraisal

The correct answer is a) i only b) I & ii c) ii & iii d) i, ii & iii

86. Arrange the steps of QA in ascending order?

a. Customer needs, material control, design development, process control, marketing b. Material
control, process control, customer need, design development, finished product c. Customer needs,
design development, material control, process control, finished product d. Material control, servicing,
process control, material control, design development

87. Which of the following option involves material and component control? a. Development of
standards b. Development of specification c. Quality control d. Feedback

88. A product which is manufactured by using the degree of the design specification… a. Quality of
conformance b. Quality Control c. Quality Assurance d. All above

89. Select which one is not an External failure costs? a. testing b. helpline support c. warranty work d.
complaint resolution

90. A Total Quality Management (TQM) strategy developed by Motorola company in 1986: a. Plan-Do-
Check -Act

b. MBO c. Six Sigma d. PERT 91. Accreditation refers to one of the following: a. Making assessment b.
Meeting predetermined standards c. Making care cost effective d. Ensuring Quality

92-J.M. Juran is well known for his fourteen point philosophy. a. True b. False

93. Which of the following is NOT a tool for Quality Planning?

a. Pareto Diagram b. Benchmarking c. Design of Experiments d. Cost-Benefit Analysis

94- In the context of Project Quality Management, a scatter diagram is a a. Quality Control tool or
technique b. Quality Control output c. Quality Assurance tool or technique d. Quality Assurance output
e. Quality Planning tool or technique

95- Match the following A. Dr. Deming believes 1. Histogram B. Ishikawa development 2. Common
causes C. Type of variation is due to 3. Cause & effect diagram D. Crosby’s objective of quality 4. To
prevent defect

The correct order is a) A-4, B-3, C-1, D-2

b) A-3, B-4, C-2, D-1 c) A-4, B-3, C-2, D-1 d) A-4, B-2, C-3, D-1

96- 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

97- 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 4) A-3, B-4, C-2, D-1
98- 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

99- 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

100- 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

101. What is the full form of TQM? a) True quality machining b) Total quality management c) True
quantitative machining d) Total queue management

102. 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

103. Which part in quality management is the critical part? a) Process thinking b) Performance
measurement c) Customer’s view d) Systematic approach

104. 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 105. 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

106. 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

107. 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
108. 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

109. 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

110. How many stages are needed for inspection and testing in TQM as per ISO 9001?

a) 1 b) 2 c) 3 d) 4

111. 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

112. 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

113. 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

114. is not a process tools for TQM systems a) process flow analysis b) histograms c) plier d) control
charts

115. Inspection, scrap, and repair are examples of a) internal costs b) external costs c) costs of
dissatisfaction d) societal costs

116.. are used in six sigma a) black belt

b) green belt c) both black belt and green belt d) none of the Above 117. Assured quality is necessary
for building customer confidence. a) correct b) correct to some extent c) correct to great extent d)
incorrect

118. Quality is defined by the customer" is

a) An unrealistic definition of quality b) A user-based definition of quality c) A manufacturing-based

definition of quality d) A product-based definition of quality

119. A fishbone diagram is also known as a . a) cause-and-effect diagram b) poka-yoke diagram c)

Kaizen diagram d) Taguchi diagram 120. Poka-yoke" is the Japanese term for a) Card b) Fool proof
c) Continuous improvement d) Fishbone diagram

121. inspection is part of the a) quality control (not sure) b) Quality Planning c) Quality
improvement d) Quality circle
122. QFD stands for a) Quantity for deployment b) Quality for deployment c) Quality function
deployment d) Quality for decision

123. Based on his 14 Points, Deming is a strong proponent of a) inspection at the end of the
production process b) an increase in numerical quotas to boost productivity c) looking for the cheapest
supplier d) training and knowledge

124. reliability is the degree to which a unit of equipment performs its intended function under for of
time. a) specified conditions; specified period b) any condition; specified period c) specified
conditions; all periods d) any condition; any period.

125. Kaizen is a process, the purpose of which goes beyond simple productivity improvement. a)
weekly b) daily c) monthly d) annual