MCQ questions on total quality management:

1- The process mapping is a ______ diagram.

Work flow

2- Control chart is a ______

Process monitoring tool and Process control tool

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

Customer satisfaction

4- Total Quality Management (TQM) focuses on

Employee and Customer

5- The following is (are) the machine downtime

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

6- TQM & ISO both focuses on

Customer

7- While setting Quality objective, ________ to be considered.

Customer need

8- -------------
helps organization reduce employee turnover and
absenteeism.

Training & development

9- CMM stands for

Capability maturity model

10- While setting Quality objective, ________ to be considered.

Customer need

12- Which of the following is for Environment management?

ISO-14000

13- P-D-C-A stands for

Plan-Do-check-Act

14- What is ISO?

a. Indian organization for standard

b. Internal organization for standard
c. International organization for standard
d. None of the above

15- EMS stands for

Environmental management system

16- Rectangle represents ________ While plotting flow chart.

Step in activity

17- Tally chart is

Data collection tool

18- Diamond represents ________ while plotting flow chart.

Decision making

19- The role of management is to

a. provide Resources
b. define EMS
c. monitor the effectiveness of the system
d. All of the above

20- ISO emphasis on

Prevention
21- Service Assurance is

a. Confidence with customer

b. Customer has trust
c. Employee has knowledge
d. All of the above

22- Following is (are) the phase(s) of intervention

a. Formulation stage
b. Maintenance stage
c. Implementation stage
d. All of the above

23- The so-called 'quality gurus' of total quality management (TQM)

do NOT include which one of the following?

Bill Cosby

24- The preferred method for achieving total quality in process

output is to:

Build and install an error-proof process and maintain it.

25- Total quality management (TQM) programmes are more likely

to remain effective if a number of prescriptions are followed.
Which of the following prescriptions should NOT be followed?

TQM should become a substitute for normal managerial leadership.

26- One of the most powerful aspects to emerge from TQM is the
concept of the internal customer and supplier. This means that:

Every part of the organisation contributes to external customer

satisfaction by satisfying its own internal customers.

27- Which of the following would NOT normally be considered as a

‘costs of quality’?

Marketing costs
28- Which one of the following would normally be considered as one
of the ‘costs of quality’?

Appraisal costs

29- TQM expands on earlier approaches to quality management.

Which of the following is ordered correctly from earlier to later
ideas?

Inspection, Quality Control, Quality Assurance, Total Quality

Management

30- What is the ‘Internal Service Rule’?

Service to external customers never exceeds service to internal customers.

31- Some organisations bring a degree of formality to the internal

customer concept by encouraging (or requiring) different parts
of the operation to agree on:

Service level agreements

32- Appraisal costs are those costs incurred when trying to stop
problems, failures and errors from occurring.

False

33- What is the aim of fool proofing technique used for total quality
management?
to achieve zero defects

34- What is meant by Kaizen?

change for better quality

35- ISO 14000 quality standard is related with

Environmental management systems

36- Which ISO standard is used in international automobile

companies to set automotive quality system standards ?

TS 16949
37- What is quality assurance?
Quality assurance deals with activities which prove that products
and services meet the required quality standard
38- 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

39- Which quality management program is related to the

maintenance of plants and equipments?

Total productive maintenance

40- 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

41- What is the full form of TQM?

Total quality management

42- Which of the following is correct for TQM?

Quality strategy in TQM emanates from top
43- Which part in quality management is the critical part?

Systematic approach

44- 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.

F, T
45- What are the core principles of the TQM in a company-wide
effort?

Continuous improvement, process and customer orientation

46- Which drivers are used in TQM system?

Competition, Survival and export drive
47- What is included in the quality assessment in TQM?

Management of process quality

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

49- Which factor is the basis of Decision making in TQM?

Facts only

50- When a manager monitors the work performance of workers in

his department to determine if the quality of their work is 'up to
standard', this manager is engaging in which function?

Controlling

51- What do you call the understanding of a dominant culture

before choosing a suitable control system?

Clan control

52- What is the first step in a control process?

Set standards

53- What is the weakest form of control?

Post-control

54- Improving quality through small, incremental improvements is a

characteristic of what type of quality management system?

Kaizen
55- Where was Total Quality Management first developed?

Japan

56- Which of the following are key components of a Total Quality

Management system?

Involves everyone, continual improvement, use of data and knowledge

57- What is premise control based on?

Assumptions

58- What is the term for the monitoring of events both internal and
external to the organisation that affects strategy?

Strategic surveillance

59- What are the main characteristics of an effective control system?

Flexibility, accuracy, timeliness and objectivity