What is the primary focus of Total Quality Management (TQM)?
A) Reducing costs
B) Increasing profits
C) Customer satisfaction
D) Employee satisfaction
Answer: C) Customer satisfaction
2. Which of the following is a core principle of TQM?
A) Short-term focus
B) Profit maximization
C) Continuous improvement
D) Centralized decision-making
Answer: C) Continuous improvement
3. What does the acronym PDCA stand for in TQM?
A) Plan-Do-Check-Act
B) Plan-Design-Create-Analyze
C) Prepare-Do-Check-Act
D) Plan-Develop-Check-Adjust
Answer: A) Plan-Do-Check-Act
4. Who is known as the “father” of TQM?
A) Joseph Juran
B) W. Edwards Deming
C) Philip Crosby
D) Kaoru Ishikawa
Answer: B) W. Edwards Deming
5. What is the primary goal of Six Sigma?
A) Reduce product cost
B) Improve product quality
C) Increase market share
D) Reduce process variation
Answer: D) Reduce process variation
6. Which tool is used in TQM to identify the root causes of problems?
A) Pareto chart
B) Fishbone diagram
C) Control chart
D) Histogram
Answer: B) Fishbone diagram
7. What does the acronym ISO stand for?
A) International Standards Organization
B) International System Organization
C) International Organization for Standardization
D) International Standard of Operation
Answer: C) International Organization for Standardization
8. Which of the following is a quality management system standard?
A) ISO 9001
B) ISO 14001
C) ISO 27001
D) ISO 50001
Answer: A) ISO 9001
9. What is a key characteristic of a learning organization in TQM?
A) Resistance to change
B) Continuous adaptation
C) Rigid hierarchical structure
D) Focus on short-term goals
Answer: B) Continuous adaptation
10. In TQM, what is the purpose of benchmarking?
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– A) Establishing industry standards
– B) Setting financial goals
– C) Comparing performance with best practices
– D) Developing new products
– **Answer: C) Comparing performance with best practices**
11. What is the meaning of “Kaizen” in the context of TQM?
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– A) Large-scale changes
– B) Process reengineering
– C) Continuous improvement
– D) Cost reduction
– **Answer: C) Continuous improvement**
12. Which of the following is a benefit of TQM?
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– A) Increased inventory levels
– B) Improved customer satisfaction
– C) Increased production time
– D) Reduced employee involvement
– **Answer: B) Improved customer satisfaction**
13. What does the acronym FMEA stand for?
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– A) Failure Modes and Effects Analysis
– B) Failure Management and Efficiency Analysis
– C) Functional Management and Effects Analysis
– D) Failure Modes and Efficiency Analysis
– **Answer: A) Failure Modes and Effects Analysis**
14. Which of the following is not a principle of TQM?
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– A) Employee involvement
– B) Customer focus
– C) Short-term orientation
– D) Process-centered approach
– **Answer: C) Short-term orientation**
15. What is the role of a quality circle in TQM?
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– A) Top management decision-making
– B) Supplier quality assurance
– C) Employee problem-solving group
– D) Marketing strategy development
– **Answer: C) Employee problem-solving group**
16. What is the primary focus of Six Sigma methodology?
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– A) Cost reduction
– B) Defect reduction
– C) Employee training
– D) Market expansion
– **Answer: B) Defect reduction**
17. In the context of TQM, what does “just-in-time” (JIT) production aim to achieve?
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– A) Maximum inventory levels
– B) Zero defects
– C) Timely production with minimal inventory
– D) Increased production speed
– **Answer: C) Timely production with minimal inventory**
18. Who introduced the concept of “Quality is Free”?
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– A) W. Edwards Deming
– B) Philip Crosby
– C) Joseph Juran
– D) Kaoru Ishikawa
– **Answer: B) Philip Crosby**
19. What is a primary objective of the Malcolm Baldrige National Quality Award?
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– A) Recognize U.S. organizations for performance excellence
– B) Certify products for quality
– C) Standardize international quality practices
– D) Evaluate financial performance
– **Answer: A) Recognize U.S. organizations for performance excellence**
20. Which of the following is an example of a quality control tool?
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– A) SWOT analysis
– B) Gantt chart
– C) Pareto chart
– D) Balanced scorecard
– **Answer: C) Pareto chart**
21. What is the main purpose of a control chart in TQM?
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– A) Track project progress
– B) Display organizational hierarchy
– C) Monitor process variability
– D) Plan marketing strategies
– **Answer: C) Monitor process variability**
22. Which principle of TQM emphasizes the importance of leadership?
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– A) Customer focus
– B) Involvement of people
– C) Process approach
– D) Top management commitment
– **Answer: D) Top management commitment**
23. What does the acronym SPC stand for?
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– A) Statistical Process Control
– B) Standardized Process Control
– C) Systematic Product Control
– D) Strategic Planning Control
– **Answer: A) Statistical Process Control**
24. In TQM, what is the purpose of conducting an internal audit?
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– A) Identify financial irregularities
– B) Evaluate product design
– C) Assess compliance with quality standards
– D) Measure market trends
– **Answer: C) Assess compliance with quality standards**
25. Which of the following is a key element of the Deming Cycle?
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– A) Evaluate
– B) Implement
– C) Standardize
– D) Act
– **Answer: D) Act**
26. What is the primary focus of the ISO 14000 family of standards?
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– A) Quality management
– B) Environmental management
– C) Occupational health and safety
– D) Information security
– **Answer: B) Environmental management**
27. What does “total employee involvement” mean in the context of TQM?
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– A) Employees are responsible for setting company policies
– B) Employees participate in decision-making and problem-solving
– C) Employees work independently without supervision
– D) Employees focus solely on their assigned tasks
– **Answer: B) Employees participate in decision-making and problem-solving**
28. Which TQM principle involves understanding and managing interrelated processes?
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– A) System approach to management
– B) Customer focus
– C) Leadership
– D) Factual approach to decision making
– **Answer: A) System approach to management**
29. What is the primary benefit of customer feedback in TQM?
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– A) Reducing production costs
– B) Identifying training needs
– C) Enhancing product design
– D) Measuring employee performance
– **Answer: C) Enhancing product design**
30. What is the purpose of a scatter diagram in TQM?
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– A) Identify patterns between two variables
– B) Track process performance over time
– C) Prioritize problems
– D) Display the frequency of defects
– **Answer: A) Identify patterns between two variables**
31. Which of the following is not a characteristic of a quality management system (QMS)?
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– A) Documentation
– B) Flexibility
– C) Continuous improvement
– D) Inconsistent processes
– **Answer: D) Inconsistent processes**
32. What is the role of a process owner in TQM?
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– A) Approve financial budgets
– B) Lead and manage a specific process
– C) Conduct market research
– D) Develop new products
– **Answer: B) Lead and manage a specific process**
33. What does the acronym TQC stand for in the context of quality management?
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– A) Total Quality Control
– B) Total Quality Compliance
– C) Total Quality Cost
– D) Total Quality Coordination
– **Answer: A) Total Quality Control**
34. Which of the following tools is used for prioritizing issues in TQM?
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– A) Control chart
– B) Pareto chart
– C) Scatter diagram
– D) Flowchart
– **Answer: B) Pareto chart**
35. What is the main purpose of a histogram in TQM?
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– A) Display the relationship between variables
– B) Show the distribution of data
– C) Track changes over time
– D) Identify the root causes of problems
– **Answer: B) Show the distribution of data**
36. What is the purpose of the EFQM Excellence Model?
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– A) Provide a framework for organizational management systems
– B) Certify products for quality
– C) Evaluate financial performance
– D) Standardize international quality practices
– **Answer: A) Provide a framework for organizational management systems**
37. In the context of TQM, what does “poka-yoke” refer to?
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– A) A technique for error-proofing processes
– B) A method for statistical analysis
– C) A tool for root cause analysis
– D) A type of quality audit
– **Answer: A) A technique for error-proofing processes**
38. What is the primary goal of root cause analysis in TQM?
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– A) Identify and address the underlying cause of problems
– B) Monitor process performance
– C) Develop new products
– D) Increase production speed
– **Answer: A) Identify and address the underlying cause of problems**
39. What does the acronym QFD stand for in TQM?
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– A) Quality Function Deployment
– B) Quality Feedback Deployment
– C) Quality Failure Detection
– D) Quality Framework Development
– **Answer: A) Quality Function Deployment**
40. Which of the following is a key component of the Baldrige Criteria for Performance Excellence?
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– A) Leadership
– B) Financial management
– C) Inventory control
– D) Market expansion
– **Answer: A) Leadership**
41. What is the main advantage of using flowcharts in TQM?
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– A) Visual representation of processes
– B) Statistical analysis of data
– C) Tracking project timelines
– D) Identifying customer needs
– **Answer: A) Visual representation of processes**
42. Which TQM principle emphasizes the use of data for decision-making?
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– A) Customer focus
– B) Process approach
– C) Factual approach to decision making
– D) Involvement of people
– **Answer: C) Factual approach to decision making**
43. What is the role of top management in TQM?
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– A) Develop and communicate the vision and strategy
– B) Conduct product testing
– C) Manage day-to-day operations
– D) Design manufacturing processes
– **Answer: A) Develop and communicate the vision and strategy**
44. What is meant by “customer focus” in TQM?
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– A) Prioritizing customer needs and satisfaction
– B) Reducing production costs
– C) Increasing market share
– D) Enhancing employee productivity
– **Answer: A) Prioritizing customer needs and satisfaction**
45. Which tool is commonly used for visualizing the sequence of steps in a process?
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– A) Control chart
– B) Flowchart
– C) Pareto chart
– D) Histogram
– **Answer: B) Flowchart**
46. What is a “quality audit” in the context of TQM?
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– A) An examination of a process or system to ensure compliance with quality standards
– B) A financial assessment of an organization’s performance
– C) A review of marketing strategies
– D) An analysis of production costs
– **Answer: A) An examination of a process or system to ensure compliance with quality standards**
47. Which TQM tool is used to identify the most significant factors in a process?
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– A) Pareto chart
– B) Control chart
– C) Histogram
– D) Flowchart
– **Answer: A) Pareto chart**
48. What is the purpose of Six Sigma’s DMAIC methodology?
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– A) Define, Measure, Analyze, Improve, Control
– B) Design, Measure, Analyze, Improve, Create
– C) Develop, Measure, Apply, Implement, Control
– D) Define, Manage, Analyze, Improve, Control
– **Answer: A) Define, Measure, Analyze, Improve, Control**
49. What is the benefit of using cross-functional teams in TQM?
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– A) Improved communication and collaboration
– B) Increased production speed
– C) Reduced training costs
– D) Enhanced financial performance
– **Answer: A) Improved communication and collaboration**
50. Which principle of TQM involves making long-term commitments to quality?
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– A) Customer focus
– B) Leadership
– C) Continuous improvement
– D) Supplier partnership
– **Answer: C) Continuous improvement**
These questions cover various aspects of Total Quality Management, including fundamental concepts, methodologies, tools, principles, and practices.
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51. What does the acronym SIPOC stand for in TQM?
A) Suppliers, Inputs, Process, Outputs, Customers
B) Strategy, Implementation, Process, Operations, Control
C) Suppliers, Information, Product, Operations, Control
D) System, Inputs, Process, Outputs, Compliance
Answer: A) Suppliers, Inputs, Process, Outputs, Customers
52. Which of the following is an example of a soft quality management tool?
A) Control charts
B) Histograms
C) Brainstorming
D) Pareto analysis
Answer: C) Brainstorming
53. What is the purpose of a control chart in TQM?
A) Monitor process stability and control
B) Identify root causes of problems
C) Visualize process steps
D) Prioritize issues
Answer: A) Monitor process stability and control
54. Which ISO standard focuses on environmental management systems?
A) ISO 9001
B) ISO 14001
C) ISO 27001
D) ISO 45001
Answer: B) ISO 14001
55. What is the main purpose of Total Quality Management (TQM)?
A) Maximize profits
B) Improve the quality of products and services
C) Reduce production costs
D) Increase employee productivity
Answer: B) Improve the quality of products and services
56. In TQM, what does “empowerment” of employees mean?
A) Giving employees the authority to make decisions
B) Increasing employee salaries
C) Providing employees with more vacation time
D) Reducing employee workload
Answer: A) Giving employees the authority to make decisions
57. What is a “process capability” study in TQM?
A) Evaluation of a process to determine its ability to produce products within specifications
B) Analysis of market trends
C) Assessment of employee skills
D) Review of financial performance
Answer: A) Evaluation of a process to determine its ability to produce products within specifications
58. Which TQM tool is used to graphically display the steps of a process?
A) Fishbone diagram
B) Flowchart
C) Pareto chart
D) Control chart
Answer: B) Flowchart
59. What does “Lean” focus on in the context of TQM?
A) Reducing waste and improving efficiency
B) Increasing production speed
C) Enhancing product design
D) Boosting employee morale
Answer: A) Reducing waste and improving efficiency
60. Which of the following describes a “Quality Management System” (QMS)?
A) A framework for coordinating and directing an organization’s quality efforts
B) A financial management system
C) A tool for market analysis
D) A system for inventory control
Answer: A) A framework for coordinating and directing an organization’s quality efforts
61. What is the role of a “quality policy” in TQM?
A) Provide a statement of an organization’s commitment to quality
B) Establish financial targets
C) Outline marketing strategies
D) Define employee roles and responsibilities
Answer: A) Provide a statement of an organization’s commitment to quality
62. What does the term “benchmarking” refer to in TQM?
A) Comparing processes and performance metrics to industry bests and best practices
B) Setting internal performance standards
C) Developing new products
D) Conducting financial audits
Answer: A) Comparing processes and performance metrics to industry bests and best practices
63. Which of the following is a principle of the EFQM Excellence Model?
A) Customer focus
B) Financial performance
C) Market dominance
D) Technological advancement
Answer: A) Customer focus
64. In the context of TQM, what does the term “variation” refer to?
A) Differences in employee performance
B) Deviations in process outputs
C) Changes in market trends
D) Fluctuations in financial performance
Answer: B) Deviations in process outputs
65. What is the primary objective of a “Quality Improvement Team” in TQM?
A) Develop marketing strategies
B) Improve processes and eliminate defects
C) Increase production speed
D) Assess financial performance
Answer: B) Improve processes and eliminate defects
66. What is “customer satisfaction” in the context of TQM?
A) Meeting or exceeding customer expectations
B) Reducing product costs
C) Increasing market share
D) Enhancing employee skills
Answer: A) Meeting or exceeding customer expectations
67. What is the purpose of the “Voice of the Customer” (VOC) in TQM?
A) Understand customer needs and requirements
B) Develop marketing strategies
C) Improve financial performance
D) Enhance employee training programs
Answer: A) Understand customer needs and requirements
68. What does “supplier quality management” entail in TQM?
A) Ensuring suppliers meet the organization’s quality standards
B) Reducing supplier costs
C) Increasing the number of suppliers
D) Managing supplier contracts
Answer: A) Ensuring suppliers meet the organization’s quality standards
69. What is the purpose of “Corrective Action” in TQM?
A) Addressing and eliminating the root causes of nonconformities
B) Developing new products
C) Conducting market research
D) Increasing production speed
Answer: A) Addressing and eliminating the root causes of nonconformities
70. What does the term “process optimization” mean in the context of TQM?
A) Making a process as effective and efficient as possible
B) Reducing employee workload
C) Increasing product variety
D) Enhancing marketing efforts
Answer: A) Making a process as effective and efficient as possible
71. What is the role of “preventive action” in TQM?
A) Preventing potential problems before they occur
B) Analyzing financial data
C) Developing new marketing strategies
D) Increasing production capacity
Answer: A) Preventing potential problems before they occur
72. Which of the following is a key element of Total Quality Management?
A) Customer orientation
B) Short-term focus
C) Cost reduction
D) Employee isolation
Answer: A) Customer orientation
73. What is a “Quality Assurance” (QA) program designed to do?
A) Ensure that products meet specified quality standards
B) Increase production speed
C) Develop new marketing strategies
D) Reduce employee turnover
Answer: A) Ensure that products meet specified quality standards
74. What does “Total Employee Involvement” (TEI) mean in TQM?
A) All employees participate in improving processes and quality
B) Employees work without supervision
C) Employees focus solely on their tasks
D) Employees are isolated from decision-making
Answer: A) All employees participate in improving processes and quality
75. What is the purpose of a “quality management plan” in TQM?
A) Document processes and procedures to ensure quality
B) Increase production speed
C) Develop financial goals
D) Improve marketing strategies
Answer: A) Document processes and procedures to ensure quality
76. Which of the following is a key feature of Lean Manufacturing?
A) Waste reduction
B) Increased inventory
C) Decreased production times
D) Higher employee turnover
Answer: A) Waste reduction
77. What is the primary focus of “quality control” in TQM?
A) Inspecting products to ensure they meet specifications
B) Reducing production costs
C) Increasing employee productivity
D) Enhancing marketing efforts
Answer: A) Inspecting products to ensure they meet specifications
78. Which of the following is an objective of “continuous improvement” in TQM?
A) Ongoing enhancement of processes, products, and services
B) Maintaining current performance levels
C) Reducing training efforts
D) Limiting employee involvement
Answer: A) Ongoing enhancement of processes, products, and services