Total Quality Management MCQs (Multiple-Choice Questions)

1. Which of the following is considered the primary element of total quality management?

1. Continual improvement
2. Effective communication
3. Customer-focussed
4. All of the above

Answer: D) All of the above

Explanation:

Continual improvement, effective communication, and customer focus are all considered the primary elements of total quality management (TQM). Continual improvement is the continuing work to enhance products, and while effective communication and customer focus are essential components of TQM, continual improvement serves as the foundation for achieving excellence and long-term success.

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2. What do you mean by quality?

1. Quality refers to the ongoing process of improving the product or service
2. Quality refers to decision-making and problem-solving responsibility
3. Quality refers to the participation of higher authorities in delivering the product
4. All of the above

Answer: D) All of the above

Explanation:

Quality, in the context of Total Quality Management (TQM), includes not only the ongoing process of improving products or services but also the decision-making and problem-solving duties.

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3. Which of the following is not considered a dimension of product quality?

1. Employee service
2. Performance
3. Reliability
4. Durability

Answer: A) Employee service

Explanation:

Employee service is not regarded as a dimension of product quality; rather, it is directly related to customer service quality and the overall service experience, whereas performance, durability, and reliability are considered dimensions of product quality.

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4. Which of the following elements of TQM ensure what is good and bad in the workplace?

1. Integrity
2. Trust
3. Ethics
4. None of the above

Answer: C) Ethics

Explanation:

In TQM, ethics refers to the moral principles and values that influence an organization's behavior and decision-making processes.

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5. What do you mean by downward communication?

1. In downward communication, information flows from management to higher authorities
2. In downward communication, information flows from management to staff
3. In downward communication, information flows from higher authorities to the management team
4. In downward communication, information flows from higher authorities to stakeholders

Answer: B) In downward communication, information flows from management to staff

Explanation:

In downward communication, information flows from management to staff.

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6. What do you mean by sideways communication?

1. Communication within the organization between distinct departments or persons at the same organizational level
2. Communication within the organization between management and stakeholders
3. Communication between management and higher authorities
4. None of the above

Answer: C) Communication between management and higher authorities

Explanation:

Communication within the organization between distinct departments or persons at the same organizational level.

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7. Which of the following dimensions of product quality covers the visual appeal or design related to the product?

1. Durability
2. Conformance
3. Aesthetics
4. Performance

Answer: C) Aesthetics

Explanation:

The aesthetics dimension covers aspects such as the product's color, shape, and texture that contribute to its overall attractiveness and user experience.

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8. What does the conformance product quality dimension cover?

1. It covers the performance of the product
2. It covers whether or not the product has met the standards and specifications
3. It covers the speed at which the product can be repaired
4. It covers the user's review of the product's quality

Answer: B) It covers whether or not the product has met the standards and specifications

Explanation:

Conformance covers whether or not the product has met the standards and specifications.

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9. Which of the following dimensions of product quality means the rate at which a product can be repaired?

1. Durability
2. Reliability
3. Perceived quality
4. Serviceability

Answer: D) Serviceability

Explanation:

Serviceability is the dimension of product quality that refers to the rate at which a product can be repaired.

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10. An automobile product has been used for a very long time, but it still provides the best performance with minimal breakdowns. Which product quality dimension is applied here?

1. Reliability
2. Durability
3. Serviceability
4. Perceived quality

Answer: B) Durability

Explanation:

The product quality dimension used in this instance is durability. Durability refers to a product's capacity to survive wear, tear, and usage over time while maintaining its performance with minimal failures.

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11. Which of the following service quality dimensions covers the physical aspects of services, especially the visual appearance of facilities?

1. Tangibles
2. Assurance
3. Empathy
4. Reliability

Answer: A) Tangibles

Explanation:

Tangibles is the service quality dimension that covers the physical aspects of services, particularly the visual appearance of facilities.

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12. What does the 'empathy' service quality dimension cover?

1. It covers the fact that the services should be delivered accurately
2. It covers the trust and confidence relationship between you and the customer
3. It covers understanding customer needs and addressing them with care and attention
4. It covers the physical aspects of services

Answer: C) It covers understanding customer needs and addressing them with care and attention

Explanation:

The Empathy dimension of service quality covers understanding customer needs and addressing them with care and attention.

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13. Which of the following service quality dimensions involves building trust and confidence between your staff and customers?

1. Assurance
2. Responsiveness
3. Empathy
4. Reliability

Answer: A) Assurance

Explanation:

The assurance dimension focuses on establishing trust, credibility, and confidence in the service offered by skilled staff members.

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14. Which of the following is not considered the 'pillar of TQM'?

1. Customer focus
2. Employee involvement
3. Continuous improvement
4. Stakeholders' management

Answer: D) Stakeholders' management

Explanation:

Stakeholders' management is not commonly seen as one of the key pillars of Total Quality Management (TQM).

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15. Which of the following types of management involves the management of the flow of goods and services?

1. Total quality management
2. Supply chain management
3. Sales management
4. Traditional management

Answer: B) Supply chain management

Explanation:

Supply chain management is the management of the movement of goods and services from point of origin to point of consumption, which includes a variety of procedures such as procurement, production, and distribution.

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16. Which of the following TQM techniques is a Japanese word that means 'continuous improvement' in English?

1. Kaizen
2. Benchmarking
3. Sigma
4. Pareto analysis

Answer: A) Kaizen

Explanation:

Kaizen is a Japanese concept that means "continuous improvement," and it involves implementing little, incremental improvements to processes over time to improve efficiency and quality.

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17. What do you mean by benchmarking technique?

1. Benchmarking is a technique that involves comparing processes with market competitors to provide relative performance
2. Benchmarking is a technique that helps identify the best solution for the system
3. Benchmarking is a technique that evaluates the current performance
4. All of the above

Answer: D) All of the above

Explanation:

Benchmarking is a technique that compares processes to market competitors to offer similar results. It is a way of comparing numerous aspects of an organization's processes, goods, or services against those of industry leaders. Organizations can identify growth opportunities and learn from the best practices of others in the sector by doing so.

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18. Which of the following techniques involves identifying and prioritizing the important factors that are causing issues in a process?

1. Kaizen
2. 5 whys Analysis
3. Pareto Analysis
4. Quality circles

Answer: C) Pareto Analysis

Explanation:

Pareto analysis is identifying and prioritizing the critical elements producing problems in a process. It is based on the Pareto Principle, often known as the 80/20 rule, which claims that about 80% of effects are caused by 20% of the causes.

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19. Does the Six Sigma technique improve the quality of the process?

1. True
2. False
3. None
4. None

Answer: A) True

Explanation:

Six Sigma is an approach based on data that focuses on increasing process output quality by identifying and eliminating the sources of errors.

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20. Which of the following types of improvement involves minimal improvement processes or a lack of active involvement?

1. Passive improvement
2. Continuous improvement
3. Steady improvement
4. Unsteady improvement

Answer: A) Passive improvement

Explanation:

Passive improvement involves minimally improving processes or a lack of active involvement.

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21. Are continual improvement and steady improvement both the same?

1. No, they are not the same
2. Yes, they are the same
3. Yes, they are similar, but their approaches are different
4. None of the above

Answer: C) Yes, they are similar, but their approaches are different

Explanation:

Although the ideals of continuous development and steady progress are similar, their approaches differ. Continuous improvement indicates the process's continuing and iterative nature, whereas steady improvement focuses on consistent and stable development.

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22. Which of the following is considered to have the highest degree of quality concerning TQM?

1. Process-oriented system
2. Employee involvement
3. Meeting customer expectations and industry standards
4. All of the above

Answer: C) Meeting customer expectations and industry standards

Explanation:

In terms of TQM, meeting industry standards and customer expectations is regarded as the highest level of quality.

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23. Which of the following is not considered a barrier to TQM?

1. Short-term thinking
2. Lack of leadership support
3. Lack of employee training
4. Employee empowerment

Answer: D) Employee empowerment

Explanation:

The Empowerment of employees is not usually seen as a barrier to TQM. Indeed, it's frequently considered a TQM advantage. Employee empowerment encourages a sense of duty and ownership among staff members.

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24. According to TQM, should the focus be on long-term goals or short-term goals?

1. Long-term goals
2. Short-term goals

Answer: A) Long-term goals

Explanation:

According to Total Quality Management (TQM), the primary focus should be on long-term goals.

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25. What is the full form of PDCA?

1. Plan-doing-complete-actions
2. Proper-delivery-complete-actions
3. Plan-do-check-at
4. Primary-delivery-course-actions

Answer: C) Plan-do-check-at

Explanation:

PDCA is a four-step management method used for the control and continuous improvement of processes and products. It involves planning, implementing, checking results, and acting.

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26. An organization's purpose, guiding principles, and essential goals are described in its ____ statement.

1. Vision statements
2. Customer statements
3. Employee statements
4. Mission statements

Answer: D) Mission statements

Explanation:

An organization's purpose, guiding principles, and essential goals are described in its mission statement.

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27. Which of the following is not considered in the Six Sigma technique?

1. Customer
2. Improve
3. Control
4. Define

Answer: B) Improve

Explanation:

The Six Sigma methodology does not include the customer as one of its primary phases. DMAIC, Define, Measure, Analyze, and Improve Control.

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28. Does the vision statement describe the long-term goals of the organization?

1. True
2. False

Answer: A) True

Explanation:

A vision statement represents an organization's long-term objectives and aspirations in a forward-thinking manner.

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29. Which of the following is not a key element of the supplier statement?

1. Focusing on a positive work environment
2. Communicates the requirements to its supplier
3. Outline the product delivery
4. All of the above

Answer: A) Focusing on a positive work environment

Explanation:

It is not essential for a supplier statement to emphasize a positive work environment. Supplier statements serve as a primary means of communicating to suppliers what an organization expects and requires from them, including standards for product delivery, service standards.

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30. What is the full form of CTQ?

1. Complete turn quality
2. Critical quality
3. Critical to quality
4. Complete time quality

Answer: C) Critical to quality

Explanation:

CTQ stands for critical to quality. This term is mainly used with Six Sigma and quality management, which means to identify the critical parameters that are most important to the customer's requirements and satisfaction.

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