Module-2 Total Quality Management (TQM)
1. Which of the following is a core principle of TQM?
A. Profit maximization
B. Customer focus ✅
C. Cost reduction
D. Short-term planning
[Link] emphasizes:
A. Top-down communication only
B. Individual success over team efforts
C. Continuous improvement ✅
D. Hierarchical management
[Link] in TQM refers to:
A. Process outsourcing
B. Continuous improvement ✅
C. Financial forecasting
D. Total cost reduction
[Link] tools include all except:
A. Control charts
B. Fishbone diagram
C. Brainstorming
D. SWOT analysis ✅
[Link] 'Plan-Do-Check-Act' cycle was proposed by:
A. Juran
B. Deming ✅
C. Feigenbaum
D. Ishikawa
[Link] of the following is NOT one of Deming’s 14 points?
A. Eliminate numerical quotas
B. Institute leadership
C. Increase inspection ✅
D. Drive out fear
[Link] TQM, quality is the responsibility of:
A. Quality control department
B. Top management only
C. Every employee ✅
D. Only middle management
[Link] of these is used for identifying root causes in TQM?
A. Pareto Chart
B. Histogram
C. Fishbone Diagram ✅
D. Scatter Diagram
[Link] statement best describes TQM?
A. A cost-cutting approach
B. A marketing tool
C. A customer-centric quality system ✅
D. A HR management method
[Link] Japanese term relates to mistake-proofing?
A. Kaizen
B. Poka-Yoke ✅
C. Jidoka
D. Kanban
Vision and Quality Policy
11.A quality policy is defined as:
A. Statement of objectives
B. Roadmap to product design
C. Overall intentions regarding quality ✅
D. Mission statement
[Link] statements should be:
A. Specific and measurable
B. Broad and futuristic ✅
C. Detailed and operational
D. Written by consultants only
13.A mission statement defines:
A. Future goals
B. Organizational purpose ✅
C. Investment plan
D. Product policy
[Link] of the following is part of quality planning?
A. Writing contracts
B. Setting quality objectives ✅
C. Monitoring suppliers
D. Customer complaints management
[Link] is NOT a characteristic of a good quality policy?
A. It aligns with the vision
B. It’s vague and open-ended ✅
C. It is communicated to all levels
D. It is reviewed periodically
Quality Function Deployment (QFD)
[Link] stands for:
A. Quality Factory Design
B. Quality Function Deployment ✅
C. Quick Functional Development
D. Quality Flow Diagram
[Link] main purpose of QFD is to:
A. Control manufacturing
B. Translate customer needs into design requirements ✅
C. Conduct financial audits
D. Improve logistics
[Link] primary tool used in QFD is:
A. Histogram
B. Control chart
C. House of Quality ✅
D. Flow chart
[Link] QFD, "Whats" refer to:
A. Company goals
B. Customer requirements ✅
C. Product features
D. Legal regulations
20."Hows" in QFD represent:
A. Production output
B. Customer complaints
C. Technical descriptors ✅
D. Sales numbers
[Link] improves:
A. Supplier contracts
B. Financial planning
C. Product development ✅
D. Quality inspection
[Link] roof of the House of Quality matrix represents:
A. Relationships among technical requirements ✅
B. Cost analysis
C. Employee hierarchy
D. Marketing strategy
Benchmarking and Performance Evaluation
[Link] involves:
A. Setting internal goals
B. Copying competitor designs
C. Comparing best practices ✅
D. Eliminating workers
[Link] first step in benchmarking is:
A. Implementation
B. Performance measurement
C. Planning ✅
D. Analysis
[Link] of benchmarking include all EXCEPT:
A. Internal
B. Competitive
C. Functional
D. Structural ✅
[Link] is used to:
A. Fire underperforming employees
B. Set unrealistic targets
C. Improve performance by learning from others ✅
D. Set advertising budgets
[Link] indicators are used to:
A. Evaluate employee salary
B. Monitor and improve processes ✅
C. Conduct tax audits
D. Promote branding
28.A KPI stands for:
A. Key Performance Indicator ✅
B. Known Policy Implementation
C. Key Project Issue
D. Knowledge-based Plan Initiative
[Link] is a characteristic of effective KPIs?
A. Ambiguous
B. Time-bound ✅
C. Hidden
D. Complex
[Link] is an example of performance evaluation tool?
A. Pareto chart
B. Balanced Scorecard ✅
C. Fishbone diagram
D. JIT technique
ISO 9000 Quality Management System
[Link] 9000 refers to:
A. Environmental management
B. Product labeling
C. Quality management standards ✅
D. IT systems
[Link] stands for:
A. International Service Organization
B. International Standards Organization ✅
C. Intergovernmental Standards Operation
D. Integrated System Output
[Link] ISO standard focuses on customer satisfaction and continuous
improvement?
A. ISO 9000 ✅
B. ISO 27001
C. ISO 14000
D. ISO 45001
[Link] ISO 9001 standard specifies requirements for:
A. Product labeling
B. Financial audit
C. Quality management systems ✅
D. Chemical safety
[Link] to ISO 9001 is:
A. Mandatory by law
B. Optional but beneficial ✅
C. Irrelevant
D. Only for large companies
[Link] is a principle of ISO 9001?
A. Competitive pricing
B. Process approach ✅
C. Cost control
D. Investment strategy
[Link] is responsible for quality in ISO 9001?
A. Quality manager
B. Only auditors
C. All employees ✅
D. IT department
[Link] document that defines quality policy and procedures is:
A. Quality manual ✅
B. Invoice
C. Audit report
D. Vision statement
ISO 14000 Environmental Management System
[Link] 14000 deals with:
A. Software security
B. Food safety
C. Environmental management ✅
D. Human resources
[Link] primary objective of ISO 14001 is to:
A. Improve branding
B. Minimize environmental impact ✅
C. Increase production
D. Maximize profit
[Link] is a benefit of ISO 14001 certification?
A. Higher taxation
B. Legal noncompliance
C. Improved environmental performance ✅
D. Fewer audits
[Link] aspects refer to:
A. Business finances
B. Employee attitudes
C. Elements of activities that affect the environment ✅
D. None of the above
[Link] 14001 follows which approach?
A. Plan-Do-Check-Act ✅
B. SWOT analysis
C. Decision tree
D. Cost analysis
[Link] 14000 helps in compliance with:
A. Labor laws
B. Tax laws
C. Environmental laws ✅
D. International shipping
[Link] of the following is NOT an element of ISO 14001?
A. Environmental policy
B. Budget plan ✅
C. Emergency preparedness
D. Monitoring and measurement
Mixed/Advanced
[Link] of the following relates both to ISO 9001 and ISO 14001?
A. Financial audit
B. Process approach ✅
C. Market segmentation
D. Product testing
[Link] Management System combines:
A. Only marketing and HR
B. Quality, environmental, and safety systems ✅
C. Sales and logistics
D. IT and finance
[Link] sequence of QMS implementation:
A. Review → Policy → Audit
B. Planning → Implementation → Review ✅
C. Training → Hiring → Retiring
D. Production → Design → Sales
[Link] of the following supports continual improvement?
A. Fixed budgets
B. Static policies
C. PDCA cycle ✅
D. Functional silos
[Link] audit in ISO terms is meant to:
A. Punish employees
B. Evaluate system compliance ✅
C. Cut costs
D. Create marketing content
[Link] system aims at minimizing waste while maximizing productivity?
A. ISO 14001
B. Lean Manufacturing ✅
C. Six Sigma
D. ERP
[Link] implementation starts with:
A. Middle management
B. Suppliers
C. Top management commitment ✅
D. Customers
52.A quality circle consists of:
A. Managers
B. External auditors
C. A group of employees solving quality problems ✅
D. Investors
[Link] 9001 emphasizes:
A. Employee attendance
B. Documentation and evidence-based decision making ✅
C. Tax compliance
D. Branding
[Link] document helps ensure ISO 14001 readiness?
A. Bank statement
B. Environmental aspect-impact register ✅
C. Sales report
D. Vision board