Total Quality Management Exam
Questions
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. The course examines key principles such as customer focus, leadership commitment, employee involvement, process approach, and continuous improvement. Students will learn about widely recognized TQM tools and techniques, including statistical process control, benchmarking, and the Plan-Do-Check-Act (PDCA) cycle. The course also explores the implementation of quality management systems, the role of organizational culture in sustaining quality initiatives, and best practices from industry leaders, equipping students to analyze and enhance quality practices within various types of organizations.
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
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Chapter 1: Differing Perspectives on Quality
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119 Verified Questions
119 Flashcards
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Sample Questions
Q1) ________ refers to the efficiency with which a product achieves its intended purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
Answer: A
Q2) Performance refers to the efficiency with which a product achieves its intended purpose.
A)True
B)False
Answer: True
Q3) Which of the following is a core process activity in supply chain management?
A) shipping and logistics
B) acceptance sampling
C) value stream mapping
D) supplier qualification
E) customer support
Answer: C
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Chapter 2: Quality Theory
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Explain the Taguchi concept of robust design.
Answer: The Taguchi concept of robust design states that products and services should be designed so that they are inherently defect-free and of high quality. Taguchi devised a three-stage process that achieves robust design through what he terms concept design, parameter design, and tolerance design.
Q2) The "14 points for management" were articulated by ________.
A) Philip Crosby
B) Joseph M. Juran
C) Genichi Taguchi
D) W. Edwards Deming
E) Armand Feigenbaum
Answer: D
Q3) Discuss the contributions of Philip Crosby to quality theory.
Answer: Crosby specified a quality improvement program consisting of 14 steps. These steps underlie the Crosby zero-defects approach to quality improvement. His approach also emphasized the behavioral and motivational aspects of quality improvement rather than statistical approaches. In his 14 steps, Crosby prescribed actions for management and workers within the context of his program.
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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) The Baldrige criterion that evaluates the extent to which top management is personally involved in creating and reinforcing goals is the leadership category.
A)True
B)False
Answer: True
Q2) Explain the role of exporters in international markets. What are the difficulties they face?
Answer: Exporters produce their products and ship them internationally, incurring high shipping costs but avoiding many of the problems, such as loss of control associated with globalization. However, success on a multinational scale may be more difficult to attain for exporters because they never develop the marketing expertise and logistical capabilities associated with entering foreign markets. Many times pure exporters are subject to limitations that resident companies do not have in terms of import tariffs and import restrictions.
Q3) For a firm applying for the Baldrige Award, the first step is eligibility determination.
A)True
B)False
Answer: True
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Chapter 4: Strategic Quality Planning
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Sample Questions
Q1) Prahlad and Hamel have identified the strategic concept of ________.
A) core competence
B) process engineering
C) task management
D) quality control
E) employee empowerment
Q2) Explain the three categories of quality costs.
Q3) Which of the following is considered an appraisal cost?
A) supplier assessment
B) cost of troubleshooting
C) process waste
D) robust design
E) product quality audits
Q4) Core competency is built on the foundation of a long-term commitment to quality and continual process improvement.
A)True
B)False
Q5) What is the Lundvall-Juran Quality Cost Model?
Q6) Explain the forced-choice model of strategic planning.
Q7) Explain quality as a core competency.
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Chapter 5: The Voice of the Customer
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Sample Questions
Q1) ________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.
A) Customer segmentation
B) Customer-relationship management
C) Reactive customer-driven quality
D) Actively solicited customer-feedback
E) Customer rationalization
Q2) In ________, suppliers integrate information systems and quality systems that allow close integration at all levels.
A) segmentation
B) gap analysis
C) annuity relationships
D) strategic alliances
E) supplier rationalization
Q3) Differentiate between internal and external customers.
Q4) Soft data are measurement data such as height, weight, volume, or speed that can be measured on a continuous scale.
A)True
B)False
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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) Cycle times and waste-reduction measures are examples of operating results of benchmarking data.
A)True
B)False
Q2) The 5w2h questions should be viewed in the context of a process.
A)True
B)False
Q3) Toyota developed the world-class production system known as ________.
A) business process reengineering
B) just-in-time
C) total quality management
D) benchmarking
E) statistical process control
Q4) The goal of ________ benchmarking is to identify and to observe the best practices from one or more benchmark firms.
A) product
B) strategic
C) process
D) financial
E) functional
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Chapter 7: Quality and Innovation in Product and Process Design
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93 Verified Questions
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Sample Questions
Q1) Concurrent engineering leads to increased interaction with the customer.
A)True
B)False
Q2) Marketing-generated ideas tend to be groundbreaking, risky, and technologically innovative as compared to R&D-generated ideas.
A)True
B)False
Q3) Failure modes and effects analysis is an analytical tool that graphically renders the combinations of faults that lead to failure of a system.
A)True
B)False
Q4) The primary source for external product ideas is research and development.
A)True
B)False
Q5) What are multi-user CAD systems?
Q6) Explain concurrent engineering and state its benefits.
Q7) What is quality function deployment (QFD)?
Q9) State the importance of the product data management (PDM) tool? Page 9
Q8) What are the benefits of using failure modes and effects analysis (FMEA)?
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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) Which of the following is not a quality dimension relating to services?
A) empathy
B) assurance
C) durability
D) tangibles
E) responsiveness
Q2) The fail points in the service blueprint are often referred to as ________.
A) defining events
B) turning points
C) poka-yokes
D) moments of truth
E) tangibles
Q3) Customers can exert control over the service provider and achieve customization.
A)True
B)False
Q4) In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.
A)True
B)False
Q5) State the advantages of the SERVQUAL instrument.
Page 11
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Chapter 9: Managing Supplier Quality in the Supply Chain
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Sample Questions
Q1) ________ reduces the exposures of having a single supplier.
A) Dual sourcing
B) Selective sourcing
C) Multiple sourcing
D) Generic sourcing
E) Constricted sourcing
Q2) Customer relationship management is defined as a systems-based approach to performance improvement that leverages opportunities created by upstream and downstream linkages with suppliers and customers.
A)True
B)False
Q3) Managing inbound logistics in the supply chain involves working with suppliers who provide parts, raw materials, components, and services.
A)True
B)False
Q4) Performing lengthy inspections of suppliers that involve long-term visits and evaluations are called supplier certification programs.
A)True
B)False
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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) What is an interrelationship digraph and when should it be used?
Q2) Control charts are used to determine whether a process will produce a product or service with consistent measurable properties.
A)True
B)False
Q3) The first step in setting up a check sheet is to identify common defects occurring in the process.
A)True
B)False
Q4) A ________ determines the parameters for process improvement.
A) process map
B) check sheet
C) control chart
D) cause-and-effect diagram
E) histogram
Q5) Define a matrix diagram. What are the steps involved in constructing a matrix diagram.
Q6) Define check sheets and describe the steps involved in setting up a check sheet.
Q7) What are cause-and-effect diagrams?
Q8) Define histograms and state the rules for developing histograms.
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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) Consumer's risk happens when statistical quality analysis fails to result in the scrapping or reworking of a defective product.
A)True
B)False
Q2) Random variation is also referred to as uncontrollable variation.
A)True
B)False
Q3) The ________ reflects a population distribution.
A) p chart
B) s chart
C) u chart
D) X chart
E) R chart
Q4) Producer's risk is also called a ________ error.
A) type I
B) non-response
C) type II
D) processing
E) response
Q5) What are the steps used in developing process control charts?
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Chapter 12: Statistically Based Quality Improvement for Attributes
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90 Flashcards
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Sample Questions
Q1) What is the reliability of a product with a failure rate of 0.002 per operating hour and a useful life of 1000 hours?
A) 0.14
B) 0.22
C) 0.50
D) 0.78
E) 0.86
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 sample is out of control?
A) 1
B) 3
C) 5
D) 4
E) 10
Q3) The lower control limit for a p chart cannot be lower than zero.
A)True
B)False
Q4) Describe the development and interpretation of the bathtub curve.
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Chapter 13: Six Sigma Management and Lean Tools
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Sample Questions
Q1) The define, measure, analyze, design, and verify methodology pertains to
A) developing new processes and products
B) improving existing products and processes
C) final engineering design optimization
D) preliminary engineering design
E) customer quality metrics
Q2) The goal with a process map is to identify the sequence of steps in a process.
A)True
B)False
Q3) The Taguchi constant for flooring materials is known to be $13.33/cm sq. and the tolerance is 15 plus or minus 0.4. What is the cost to repair the flooring?
A) $2.13
B) $0.12
C) $3.94
D) $71
E) $13.47
Q4) In Taguchi terms, ideal quality refers to an unattainable state of being.
A)True
B)False
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Chapter 14: Managing Quality Improvement Teams and Projects
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Sample Questions
Q1) Which of the following alternatives of conflict-resolution approach involves letting things work themselves out without involving a leader?
A) goal structure
B) defusion
C) coordination
D) confrontation
E) avoidance
Q2) ________ is helping or aiding teams by maintaining a process orientation and focusing the group.
A) Meeting management
B) Team building
C) Facilitation
D) Brainstorming
E) Conceptualization
Q3) Soft costs are easily recovered in project savings.
A)True
B)False
Q4) With fewer layers of management, companies tend to rely more on teams.
A)True
B)False
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Chapter 15: Implementing and Validating the Quality System
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Sample Questions
Q1) The second building block of a quality improvement system is ________.
A) people
B) organizational learning and knowledge
C) culture
D) closeness to customers
E) information and finance
Q2) The ________ stage of the generic process for performing self-assessment involves generating lists of strengths and weakness for the organization.
A) investigating
B) benchmarking
C) categorizing
D) surveying
E) evaluating
Q3) Certification audits are also called quality maturity studies.
A)True
B)False
Q4) ISO 9000:2008 uses repetitive audits to ensure compliance and to maintain registration.
A)True
B)False
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