Total Quality Management (TQM) MCQs

[set-1]

1. How a quality can be quantified

A. performance + expectations
B. performance x expectations
C. performance – expectations
D. performance / expectations
Answer: D
Explanation:- quality can be quantified by quality (q) = performance (p) /expectations (e) so option d
is correct

o m
2. Traditional culture of quality requirements focuses on
. c
A. product oriented
te
B. process oriented
a
C. customer oriented
q M
D. supplier oriented
Answer: A c
M
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
Answer: D
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
Answer: D
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
Answer: A
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
Answer: C
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
Answer: D
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

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 D. w. edward deming
Answer: C
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
Answer: D
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
Answer: D
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
Answer: B
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

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 C. internal failure + external failure
D. appraisal + internal failure
Answer: A
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
Answer: C
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
Answer: C
Explanation:- coq of good quality = internal failure cost + external failure cost so 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
Answer: C
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
Answer: D

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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
Answer: D
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
Answer: A
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
Answer: D
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
Answer: D

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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
Answer: C
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
Answer: B
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
Answer: C
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
Answer: A

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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
Answer: B
Explanation:- first absolute: definition of quality second absolute: the system for causing quality is
preventive, not appraisal

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