Total Quality Management Test Bank

Course Introduction

Total Quality Management (TQM) is a comprehensive approach focused on improving organizational effectiveness, efficiency, and competitiveness by embedding quality principles into every process and activity. This course explores the foundational philosophies and methodologies of TQM, such as continuous improvement, customer focus, employee involvement, process-centered thinking, and fact-based decision making. Students will examine key tools and techniques like Six Sigma, benchmarking, quality function deployment, and statistical process control. Through real-world case studies and practical applications, learners will develop the skills to implement TQM strategies in various industries to achieve sustained organizational excellence and customer satisfaction.

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) The first theoretical attempt to link quality improvement to financial results was the

A) Juran cost-benefit analysis

B) Garvin quality matrix

C) Deming value chain

D) 360-degree evaluation

E) law of diminishing marginal returns

Answer: C

Q2) The systems view is associated with which of the following perspectives of quality?

A) operations

B) engineering

C) marketing

D) strategic management

E) financial

Answer: A

Q3) The pursuit of quality does not safeguard a company against bad management.

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

Source URL: https://quizplus.com/quiz/24991

Sample Questions

Q1) A theory that is generated by observation and description is said to have been developed by the process of deduction.

A)True

B)False

Answer: False

Q2) Deming stressed the need for work standards on the factory floor.

A)True

B)False

Answer: False

Q3) A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a(n) ________.

A) postulate

B) axiom

C) theory

D) corollary

E) hypothesis

Answer: C

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Page 4

Chapter 3: Global Supply Chain Quality and International Quality Standards

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100 Verified Questions

100 Flashcards

Source URL: https://quizplus.com/quiz/24992

Sample Questions

Q1) The N = 2 technique is an alternative to ________.

A) in-process inspection

B) acceptance sampling

C) statistical process control

D) benchmarking

E) quality control

Answer: B

Q2) The benefits of licensing and partnering are that the exporting firm does not have to globalize to make sales in international markets.

A)True

B)False Answer: True

Q3) Customer focus involves developing an internal environment conducive to full participation and personal growth, including human resources development.

A)True

B)False

Answer: False

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Page 5

Chapter 4: Strategic Quality Planning

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91 Verified Questions

91 Flashcards

Source URL: https://quizplus.com/quiz/24993

Sample Questions

Q1) Explain the five powers exhibited by a leader.

Q2) A case of ________ power is the mentor who is admired by his or her protégés who want to be like the mentor.

A) reward

B) referent

C) legitimate

D) coercive

E) power of expertise

Q3) What sort of consequences can ensue if management sets numeric goals for quality improvement?

Q4) ________ involves a power-sharing relationship between two or more individuals where the power is distributed unevenly.

A) Leading

B) Empowerment

C) Planning

D) Organizing

E) Controlling

Q5) Explain the four important skills that effective leaders exhibit.

Q6) Explain the three categories of quality costs.

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Chapter 5: The Voice of the Customer

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100 Verified Questions

100 Flashcards

Source URL: https://quizplus.com/quiz/24994

Sample Questions

Q1) ________ validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.

A) Criterion

B) Conformance

C) Content

D) Control

E) Construct

Q2) What are the three phases of customer-relationship management?

A) satisfaction, feedback, and retention

B) satisfaction, acquisition, and transition

C) response, feedback, and enhancement

D) acquisition, retention, and enhancement

E) response, transition, and acquisition

Q3) Which of the following is not a design aspect to customer-relationship management?

A) corrective action

B) guarantees

C) feedback

D) cost

E) complaint resolution

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Chapter 6: The Voice of the Market

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90 Verified Questions

90 Flashcards

Source URL: https://quizplus.com/quiz/24995

Sample Questions

Q1) The 5w2h questions should be viewed in the context of a process.

A)True

B)False

Q2) Calculate the materials productivity of Firm B.

A) 3.47

B) 10.40

C) 19.20

D) 6.80

E) 2.60

Q3) Describe the concept of functional benchmarking.

Q4) Restructuring is defined as a fundamental rethinking and redesign of business processes.

A)True

B)False

Q5) Because business process reengineering affects multiple levels in a firm, abrupt organizational changes are reflected in baselining results.

A)True

B)False

Q6) Explain the process of benchmarking.

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Q7) Give examples of quality measures and structural measures of benchmarking data.

Chapter 7: Quality and Innovation in Product and Process Design

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93 Verified Questions

93 Flashcards

Source URL: https://quizplus.com/quiz/24996

Sample Questions

Q1) The principles for ________ include using fewer parts and fewer materials, and using snap-fits instead of screws.

A) design for disassembly

B) design for conformance

C) design for reuse

D) design for remanufacturing

E) design for performance

Q2) Over-the-wall syndrome refers to the difficulties that arise when ________.

A) different types of engineers work in totally different departments

B) firms integrate financial, planning, and control systems into a single architecture

C) translating customer requirements into functional design

D) environmental issues become key considerations for companies designing products

E) the design products become complicated to build

Q3) Industry experts are external sources for product ideas.

A)True

B)False

Q4) What are the benefits of using failure modes and effects analysis (FMEA)?

Q5) Differentiate between design for reuse and design for disassembly.

Page 9

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Chapter 8: Designing Quality Services

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90 Verified Questions

90 Flashcards

Source URL: https://quizplus.com/quiz/24997

Sample Questions

Q1) The SERVQUAL instrument is accepted as a standard for assessing different dimensions of services quality.

A)True

B)False

Q2) The SERQUAL instrument is useful for performing gap analysis.

A)True

B)False

Q3) ________ services include services such as data processing, printing, and mail.

A) Tangible

B) External

C) Internal

D) Intangible

E) Discrete

Q4) Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.

Q5) A services blueprint is a flowchart that isolates potential fail points in a process.

A)True

B)False

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Chapter 9: Managing Supplier Quality in the Supply Chain

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65 Verified Questions

65 Flashcards

Source URL: https://quizplus.com/quiz/24998

Sample Questions

Q1) Dual souring reduces the exposures of having a single supplier.

A)True

B)False

Q2) For the quality management system section of ISO/TS 16949, suppliers must recognize key processes and document these processes.

A)True

B)False

Q3) ________ is the technique used to verify that incoming goods from a supplier adhere to quality standards.

A) Acceptance sampling

B) Sole-source filtering

C) Electronic data interchange

D) Resource management

E) Supplier certification

Q4) Nonvalue chain activities typically have costs but no effect on the customer.

A)True

B)False

Q5) The final link in the value chain is the ultimate consumer of the product.

A)True

B)False

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Chapter 10: The Tools of Quality

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90 Verified Questions

90 Flashcards

Source URL: https://quizplus.com/quiz/24999

Sample Questions

Q1) Define check sheets and describe the steps involved in setting up a check sheet.

Q2) Process decision program charts are graphs that present multiple metrics simultaneously in a two-dimensional plane.

A)True

B)False

Q3) With reference to the language of process maps, a ________ indicates there is a decision to be made.

A) parallelogram

B) rectangle

C) diamond

D) triangle

E) circle

Q4) With reference to the language of flowcharts, a ________ is used whenever processing takes place.

A) circle

B) triangle

C) diamond

D) rectangle

E) parallelogram

Q5) What are the steps involved in process mapping?

Page 12

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Chapter 11: Statistically Based Quality Improvement for Variables

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105 Verified Questions

105 Flashcards

Source URL: https://quizplus.com/quiz/25000

Sample Questions

Q1) The ________ is used for monitoring variables and measurement on a continuous scale.

A) cusum chart

B) c chart

C) X chart

D) np chart

E) moving average chart

Q2) ________ is based on the concept that all work occurs in a system of interconnected processes.

A) Statistical thinking

B) Qualitative modeling

C) Process benchmarking

D) Rational subgrouping

E) Data interlinking

Q3) Statistical tools are deemed to fail because people have a poor understanding of the scientific method.

A)True

B)False

Q4) Design a control chart to monitor the gas mileage in your car. Collect the data over time.

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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 system has an availability of 90% and a mean time to repair of 48 hours. What is the mean time between failures?

A) 400 hours

B) 432 hours

C) 464 hours

D) 496 hours

E) 528 hours

Q2) Which of the following is not used for monitoring defects or defectives?

A) p charts

B) np charts

C) u charts

D) c charts

E) r charts

Q3) Sensory attributes relate to whether or not a particular product or service performs as it is supposed to.

A)True

B)False

Q4) The u chart is a graph of the number of defects per unit.

A)True

B)False

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Chapter 13: Six Sigma Management and Lean Tools

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90 Verified Questions

90 Flashcards

Source URL: https://quizplus.com/quiz/25002

Sample Questions

Q1) The Taguchi constant for flooring materials is known to be $30/cm sq. and the cost to repair them is $325. What is the tolerance interval?

A) 0.3 cm

B) 3.3 cm

C) 0.09 cm

D) 10.8 cm

E) 1.11 cm

Q2) Offline experimentation is performed during the ________ phase.

A) control

B) improve

C) analysis

D) identification

E) variation

Q3) In the ________ phase, projects are identified and selected.

A) define

B) measure C) analyze

D) improve

E) control

Q4) What are the titles and roles of the key players in Six Sigma efforts?

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Chapter 14: Managing Quality Improvement Teams and Projects

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91 Verified Questions

91 Flashcards

Source URL: https://quizplus.com/quiz/25003

Sample Questions

Q1) Collaboration is one of the stages occurring in the conflict resolution process.

A)True

B)False

Q2) In an activity network diagram, the ________ indicates which tasks depend on the completion of other tasks in the process.

A) critical path

B) slack time

C) task variance

D) project standard deviation

E) precedence relationship

Q3) The scope of a cross-functional team is a single department.

A)True

B)False

Q4) In an activity network diagram, the path of activities with no slack is called the ________.

A) activity-on-node

B) critical path

C) activity network

D) Work Breakdown Structure

E) early times path

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Chapter 15: Implementing and Validating the Quality System

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70 Verified Questions

70 Flashcards

Source URL: https://quizplus.com/quiz/25004

Sample Questions

Q1) 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

Q2) Quality conformance is one of the three key spheres of quality.

A)True

B)False

Q3) Conditional measures are the documents relating to processes.

A)True

B)False

Q4) Award audits involve site visits to externally validate the claims made by applicants in their applications.

A)True

B)False

Q5) The actions required to make the information system effective are problem identification, analysis, and corrective action.

A)True

B)False

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