Total Quality Management
Exam Answer Key
Course Introduction
Total Quality Management (TQM) is a comprehensive approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. This course explores the principles and practices of TQM, covering key topics such as customer-focused quality, process improvement, employee involvement, and the use of statistical tools for quality control. Students will learn to apply various TQM frameworks and methodologies, including Demings principles, Six Sigma, and Lean Management, with an emphasis on creating a culture of continuous improvement and achieving long-term success for organizations in both manufacturing and service sectors.
Recommended Textbook
Managing Quality Integrating the Supply Chain 5th Edition by S. Thomas Foster
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15 Chapters
1374 Verified Questions
1374 Flashcards
Source URL: https://quizplus.com/study-set/1266 Page 2
Chapter 1: Differing Perspectives on Quality
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119 Verified Questions
119 Flashcards
Source URL: https://quizplus.com/quiz/24990
Sample Questions
Q1) Experience with cross-functional teams has been difficult for many firms due to
A) poor communication skills
B) lack of quality training
C) increasing redundancy
D) differing corporate goals
E) increasing inflexibility
Answer: A
Q2) Responsiveness is the willingness of the service provider to be helpful and prompt in providing service.
A)True
B)False
Answer: True
Q3) High customer involvement plays a major role in the determination of service quality.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Quality Theory
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Ideal quality refers to a reference point for determining the quality level of a product or service.
A)True
B)False
Answer: True
Q2) ________ refers to a reference point for determining the quality level of a product or service.
A) Quality of conformance
B) Hothouse quality
C) Quality loss function
D) Specific quality
E) Ideal quality
Answer: E
Q3) Hothouse quality refers to quality programs that receive a lot of hoopla and no follow-through.
A)True
B)False
Answer: True
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Chapter 3: Global Supply Chain Quality and International Quality Standards
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) Differentiate between the full-Baldrige approach and the Baldrige-lite approach.
Answer: A review of the different state award programs reveals three categories of approaches to state awards. The first approach is the full-Baldrige approach. In these states, the Baldrige criteria have been adopted, and firms apply using the Baldrige criteria. In these cases, the criteria are used, but the scores required to win the state awards are lower than those for the national awards.
An approach that some other states have taken is the Baldrige-lite approach. This approach uses the Baldrige criteria but with a simplified process and/or application.
Q2) The ________ environment facing globalizing corporations refers to cultural factors such as language, business customs, customer preferences, and patterns of communication.
A) task
B) social
C) physical
D) global
E) economic
Answer: B
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Chapter 4: Strategic Quality Planning
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) What are content variables? Provide examples of the content variables that are considered in the strategic planning process?
Q2) Core competency is built on the foundation of a long-term commitment to quality and continual process improvement.
A)True
B)False
Q3) Which of the following is a knowledge skill exhibited by a leader?
A) assertiveness
B) image building
C) identifying opportunities
D) evaluation skills
E) risk taking
Q4) Referent power is derived from personal charisma or charm.
A)True
B)False
Q5) If a leader has power to punish the follower for not following rules or guidelines, the leader has referent power.
A)True
B)False
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Chapter 5: The Voice of the Customer
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) A(n) ________ group allows a supplier to gather feedback from a group of consumers at one time.
A) access
B) focus
C) service
D) ordinal
E) discussion
Q2) Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.
A)True
B)False
Q3) Tangibles include the physical evidence of the service.
A)True
B)False
Q4) What are customer-relationship management systems?
Q5) Internal customers are the bill-paying receivers of a company's work.
A)True
B)False
Q6) What is the function of a focus group?
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Chapter 6: The Voice of the Market
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Depth refers to organizational elements such as responsibilities, measurements, information technology, and skills.
A)True
B)False
Q2) Calculate the total factor productivity for Firm A.
A) 19.20
B) 3.31
C) 1.22
D) 14.77
E) 8.68
Q3) Explain the use of performance measures or indicators in performance improvement.
Q4) The sharing of information between companies so that both can improve is called ________.
A) reengineering
B) baselining
C) benchmarking
D) interfacing
E) data mining
Q5) Explain the concept of baselining.
Page 8
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Chapter 7: Quality and Innovation in Product and Process Design
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93 Verified Questions
93 Flashcards
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Sample Questions
Q1) During the technology selection for product development stage of the product development process, preliminary work can be performed to identify key quality characteristics and potential for variability with each of the different materials.
A)True
B)False
Q2) R&D-generated ideas tend to be more incremental than marketing-generated ideas, and are better aligned with customer needs.
A)True
B)False
Q3) Enterprise resource planning systems are used to integrate financial, planning, and control systems into a single architecture.
A)True
B)False
Q4) Customer requirements with high competitive assessments and low importance are candidates for improvement.
A)True
B)False
Q5) State the importance of the product data management (PDM) tool?
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Chapter 8: Designing Quality Services
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) The two parts of the SERVQUAL survey are ________.
A) customer expectations and customer perceptions
B) service quality and product quality
C) product integrity and customer service
D) services liability and manufacturing liability
E) service vision and high standards
Q2) ________ shows the difference between service delivery and service quality specifications.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4
E) Gap 5
Q3) In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.
A)True
B)False
Q4) Selective services packages are especially tailored for each customer.
A)True
B)False
Page 10
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Chapter 9: Managing Supplier Quality in the Supply Chain
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65 Verified Questions
65 Flashcards
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Sample Questions
Q1) For the ________ section of ISO/TS 16949, the company needs to provide documentation that it can demonstrate product conformity and quality management system conformity.
A) measurement, analysis, and improvement
B) resource management
C) quality management system
D) product realization
E) management responsibility
Q2) The linkage between a series of suppliers and consumers in a value chain involves the complex interaction of operations, sales, and services.
A)True
B)False
Q3) Which of the following is not a section of ISO/TS 16949?
A) management responsibility
B) product realization
C) resource management
D) measurement, analysis, and improvement
E) supplier development
Q4) Describe the concept of supplier evaluation.
Q5) Differentiate between single sourcing and dual sourcing.
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Chapter 10: The Tools of Quality
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) The first step in creating a ________ is to state the problem clearly in the head of the fish.
A) control chart
B) Pareto chart
C) scatter diagram
D) cause-and-effect diagram
E) histogram
Q2) The root causes of the problems associated with the process are identified using a cause-and-effect diagram.
A)True
B)False
Q3) A control chart is a tool used to brainstorm possible contingencies or problems associated with the implementation of some program or improvement.
A)True
B)False
Q4) What are Ishikawa's seven basic tools of quality and how should they be used together?
Q5) State the importance of balanced scorecards in measuring performance.
Q6) What is an interrelationship digraph and when should it be used?
Page 12
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Chapter 11: Statistically Based Quality Improvement for Variables
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) World-class levels of process capability are measured by ________ defect levels.
A) parts per million
B) parts per hundred thousand
C) parts per ten thousand
D) parts per thousand
E) parts per hundred
Q2) X chart is an example of a variables chart.
A)True
B)False
Q3) Which of the following is not one of the alternative names for one hundred percent samples?
A) screening samples
B) sorting samples
C) rectifying samples
D) detailing samples
E) stabilizing samples
Q4) The moving average chart uses past information to predict what the next process outcome will be.
A)True
B)False
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Chapter 12: Statistically Based Quality Improvement for Attributes
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25001
Sample Questions
Q1) A parks and recreation worker counts the number of paint drips on each standard size park bench. The results from the last 10 benches are shown below. If the Parks Department decides to make a c chart, what should the center line be?
A) 6.9
B) 8.4
C) 9.2
D) 10.7
E) 11.3
Q2) The producers of the Yugo automobile periodically inspect samples of 80 hoods for dents and scratches. A single flaw in a hood renders it unsuitable for installation in one of their fine automobiles. The results of the last 10 samples are shown below. What are the lower and upper control limits for the np chart?
A) (-8.35, 2.8)
B) (2.8, 8.35)
C) (0.3, 17.1)
D) (8.7, 17.1)
E) (0.4, 8.7)
Q3) State the five types of attributes.
Q4) What are attribute charts used for and how do they work?
Page 14
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Chapter 13: Six Sigma Management and Lean Tools
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) DMAIC is an acronym for ________.
A) Define, Measure, Analyze, Improve, Control
B) Design, Measure, Apply, Invest, Correlate
C) Design, Model, Analyze, Invest, Control
D) Design, Model, Analyze, Improve, Correlate
E) Define, Measure, Apply, Invest, Correlate
Q2) What is robust design and what are the different types of design that compose it?
Q3) Concept design is the process of examining competing technologies to produce a product.
A)True
B)False
Q4) What is the Taguchi constant for a device that costs $300 to repair and a tolerance of plus or minus 3 mm with a mean squared deviation from the target of 0.2?
A) 1.33
B) 7500
C) 67500
D) 300
E) 33.3
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15
Chapter 14: Managing Quality Improvement Teams and Projects
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91 Flashcards
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Sample Questions
Q1) In the context of quality teams, ________ is the need for authority and control over project resources and people, personal accountability and challenge, individuals' abilities to influence decisions that affect the project, and opportunities for personal growth and development.
A) recognition for personal achievement
B) creative autonomy
C) belonging
D) bounded power
E) mutuality
Q2) In ________ stage of the conflict resolution process, people are at odds, and competition or aggression ensues.
A) collaborating
B) frustration
C) interaction
D) outcome
E) conceptualization and orientation
Q3) The scope of a natural work group is customer- or region-centered.
A)True
B)False
Q4) List the steps to perform force-field analysis.
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Chapter 15: Implementing and Validating the Quality System
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70 Verified Questions
70 Flashcards
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Sample Questions
Q1) Award audits involve site visits to externally validate the claims made by applicants in their applications.
A)True
B)False
Q2) Auditing principles constitute a rule that is derived from reasoning and experience.
A)True
B)False
Q3) Which of the following is one of the steps in generic auditing?
A) familiarization
B) verification
C) evaluation
D) recommendation
E) all of the above
Q4) ________ is the capital that fuels outstanding quality results.
A) Process
B) Higher job security
C) Better job performance
D) Knowledge
E) Outstanding customer service
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