Module 2: Quality Management

1. What does TQM stand for ?

a) Total Quantity Management
b) Total Quality Measurement
c) Total Quality Management
d) Total Qualification Management
2. Which of the following is a core principle of TQM?
a) Inspection at the end of the process
b) Employee empowerment
c) Focus on short-term profits
d) Minimal customer involvement
3. A clear and concise statement of an organization's purpose is its:
a) Quality policy
b) Mission statement
c) Vision statement
d) Objective
4. A statement that outlines an organization's commitment to quality is its:
a) Mission statement b) Vision statement c) Quality policy d) Strategic plan
5. Which of the following emphasizes continuous improvement?
a) TQM b) Inspection c) Rejection d) Stagnation
6. QFD translates customer requirements into:
a) Financial reports
b) Engineering specifications
c) Marketing strategies
d) HR policies
7. The "House of Quality" is a tool used in:
a) ISO 9000 b) QFD c) Benchmarking d) ISO 14000
8. What does "WHATs" represent in the House of Quality?
a) Engineering specifications
b) Customer requirements
c) Manufacturing processes
d) Financial data
9. What does "HOWs" represent in the House of Quality?
a) Customer satisfaction b) Engineering specifications
c) Market share d) Employee morale
10. The "roof" of the House of Quality represents:
a) Customer priorities b) Technical correlations
c) Process controls d) Financial analysis
11. Benchmarking involves:
a) Copying a competitor's product
b) Comparing performance with best practices
c) Reducing costs at any expense
d) Ignoring customer feedback
12. Which type of benchmarking focuses on comparing specific processes?
 a) Strategic benchmarking
b) Competitive benchmarking
c) Process benchmarking
d) Internal benchmarking
13. Performance evaluation aims to:
a) Punish underperforming employees
b) Measure and improve organizational effectiveness
c) Reduce operational costs
d) Increase production volume
14. Key Performance Indicators (KPIs) are used for:
a) Employee grievances
b) Measuring performance against targets
c) Marketing campaigns
d) Financial audits
15. Which of the following is a common performance evaluation method?
a) SWOT analysis
b) Balanced scorecard
c) Project management
d) Market research
16. ISO 9000 is a standard for:
a) Environmental management
b) Quality management
c) Financial management
d) Human resource management
17. ISO 9001:2015 focuses on:
a) Product testing b) Customer satisfaction
c) Risk-based thinking d) Employee training
18. Which ISO 9000 principle emphasizes customer focus?
a) Leadership
b) Engagement of people
c) Customer focus
d) Improvement
19. What does "PDCA" stand for in ISO 9000?
a) Plan, Do, Check, Act
b) Product, Design, Control, Audit
c) Process, Develop, Correct, Analyze
d) Performance, Data, Chart, Action
20. ISO 9000 certification demonstrates:
a) Product superiority
b) Consistent quality management processes
c) Financial stability
d) Market dominance
21. Documentation is a key requirement of:
a) ISO 14000 b) ISO 9000 c) Benchmarking d) QFD
22. Internal audits are conducted to:
a) Satisfy external auditors
 b) Assess compliance with ISO 9000
c) Reduce production costs
d) Increase sales revenue
23. Corrective actions are implemented to:
a) Prevent future problems
b) Punish employees
c) Increase profits
d) Reduce customer feedback
24. Preventive actions are focused on:
a) Addressing existing nonconformities
b) Eliminating potential nonconformities
c) Reducing training costs
d) Ignoring customer complaints
25. ISO 9000 promotes a ________ approach to quality management.
a) Reactive b) Proactive c) Ad-hoc d) Inconsistent
26. ISO 14000 is a standard for:
a) Quality management
b) Environmental management
c) Information security
d) Food safety
27. ISO 14001 focuses on:
a) Product quality
b) Environmental performance
c) Financial stability
d) Employee satisfaction
28. Which ISO 14000 principle emphasizes pollution prevention?
a) Continuous improvement
b) Compliance with legislation
c) Pollution prevention
d) Communication
29. Environmental aspects are:
a) Financial risks
b) Elements of an organization's activities that can interact with the environment
c) Customer complaints
d) Production schedules
30. Environmental impacts are:
a) Employee benefits
b) Any change to the environment, whether adverse or beneficial
c) Sales targets
d) Marketing strategies
Total Quality Management (TQM)

1. What does TQM stand for?

a) Total Quality Measurement
b) Total Quality Management
c) Total Quantity Management
d) Timely Quality Management
2. Which of the following is NOT a key principle of TQM?
a) Customer Focus
b) Continuous Improvement
c) Employee Involvement
d) Individual Achievement
3. Who is known as the father of TQM?
a) W. Edwards Deming
b) Joseph Juran
c) Philip Crosby
d) Kaoru Ishikawa
4. The Deming Cycle (PDCA) stands for:
a) Plan, Do, Check, Act
b) Prepare, Develop, Control, Apply
c) Plan, Design, Calculate, Approve
d) Process, Define, Confirm, Align
5. Which of the following tools is used in TQM for problem-solving?
a) Fishbone Diagram
b) Gantt Chart
c) PERT Chart
d) SWOT Analysis
6. What is a quality policy?
a) A document specifying the objectives of an organization
b) A strategy for reducing costs
c) A plan for increasing production
d) A policy for recruitment
7. A good vision statement should be:
a) Short and inspiring
b) Detailed and complex
c) Focused only on financial goals
d) Time-bound with an end date

6. Who is responsible for ensuring the quality policy is implemented in an organization?

a) Only top management
b) Only middle management
c) All employees
d) Only the quality assurance team

8. The purpose of a vision statement in quality management is to:

a) Outline future aspirations of the organization
b) Specify job responsibilities
 c) Define production schedules
d) Set sales targets
9. A quality policy should be:
a) Broad and generic
b) Specific, measurable, and aligned with company goals
c) Constant and unchangeable
d) Written only for certification purposes

10. What is the primary objective of QFD?

a) Reduce production costs
b) Translate customer needs into engineering requirements
c) Increase marketing efforts
d) Improve workplace safety
11. The main tool used in QFD is:
a) Pareto Chart
b) House of Quality
c) Histogram
d) Check Sheet
12. Which of the following is NOT a step in QFD?
a) Identify customer requirements
b) Develop product characteristics
c) Reduce employee salaries
d) Evaluate competitor performance
13. QFD is mainly used in which phase of product development?
a) Concept development
b) Production
c) Marketing
d) Sales

11. The House of Quality helps in:

a) Identifying defective products
b) Prioritizing customer requirements
c) Reducing customer complaints
d) Increasing sales volume

14. Benchmarking is a process of:

a) Setting internal targets
b) Comparing best practices with industry leaders
c) Reducing operational costs
d) Increasing production speed
15. Which type of benchmarking compares an organization's processes with those of the best
companies in different industries?
a) Internal benchmarking
b) Competitive benchmarking
c) Functional benchmarking
d) Strategic benchmarking
16. Performance evaluation in quality management is primarily used to:
a) Monitor employee satisfaction
b) Measure and improve organizational efficiency
c) Increase product pricing
d) Reduce company size
17. The primary goal of benchmarking is to:
a) Copy competitors’ strategies
b) Learn and adapt best practices
c) Increase product prices
d) Expand into new markets

16. Which of the following is NOT a type of performance evaluation?

a) Customer Satisfaction Survey
b) Process Capability Analysis
c) Political Analysis
d) Employee Performance Review

18. ISO 9000 is a standard for:

a) Environmental management
b) Quality management systems
c) Financial management
d) IT security
19. Which ISO standard specifies the requirements for a quality management system?
a) ISO 9000
b) ISO 9001
c) ISO 9004
d) ISO 14001
20. The main principle of ISO 9001 is:
a) Focus on financial profits
b) Customer satisfaction and continual improvement
c) Increasing employee workload
d) Reducing product diversity
21. ISO 9001 certification is valid for how many years before renewal?
a) 1 year b) 3 years c) 5 years d) 10 years
21. ISO 9001 requires an organization to:
a) Maintain documented procedures
b) Increase prices annually
c) Reduce employee benefits
d) Cut production costs

22. ISO 14000 is related to:

a) Product quality
b) Environmental management
c) Occupational safety
d) Financial auditing
23. The primary goal of ISO 14001 is to:
a) Reduce environmental impact
b) Increase company profits
c) Improve employee retention
d) Enhance marketing strategies
24. Which of the following is NOT part of ISO 14000?
a) Pollution prevention
b) Waste management
c) Employee salaries
d) Energy efficiency
25. ISO 14001 certification helps organizations to:
a) Comply with environmental regulations
b) Increase product defects
c) Reduce production quality
d) Decrease employee engagement
26. ISO 14000 applies to:
a) Only manufacturing industries
b) All types of organizations
c) Only government agencies
d) Only small businesses
27. The primary goal of TQM is to:
a) Increase market share
b) Reduce defects and improve quality continuously
c) Cut operational costs
d) Focus only on customer service
28. In TQM, Kaizen refers to:
a) A Japanese term for “continuous improvement”
b) A process for reducing costs
c) A customer satisfaction strategy
d) A type of statistical analysis
29. Who introduced the 14 points for quality improvement?
a) Joseph Juran
b) W. Edwards Deming
c) Philip Crosby
d) Armand Feigenbaum
30. The cost of poor quality (COPQ) includes:
a) Prevention and appraisal costs
b) Internal and external failure costs
c) Increased marketing costs
d) Employee training costs
31. The 7 QC Tools in TQM do NOT include:
a) Flowchart b) Control Chart
c) Brainstorming d) Histogram
32. Which of the following is a key benefit of QFD?
a) Reducing customer involvement
b) Speeding up product development by ignoring customer feedback
c) Translating customer requirements into technical specifications
d) Eliminating production control
33. The House of Quality is used in:
a) Quality Function Deployment (QFD)
b) Statistical Process Control (SPC)
c) Lean Manufacturing
d) Six Sigma
34. QFD helps in prioritizing:
a) Marketing strategies
b) Customer needs and design specifications
c) Employee benefits
d) Warehouse management
35. The four phases of QFD include:
a) Concept, Design, Production, Service
b) Analysis, Training, Implementation, Feedback
c) Marketing, Selling, Distribution, Repair
d) Planning, Organizing, Leading, Controlling
36. The main output of QFD is:
a) A detailed cost report
b) A product development roadmap aligned with customer needs
c) A summary of financial performance
d) An employee performance appraisal
37. Which is NOT a type of benchmarking?
a) Internal b) Competitive c) Functional d) Personal
38. Competitive benchmarking focuses on:
a) Comparing with companies in different industries
b) Internal process evaluation
c) Measuring performance against direct competitors
d) Reducing employee workload
39. Process benchmarking involves:
a) Identifying and improving operational processes
b) Evaluating employee salaries
c) Expanding into international markets
d) Setting marketing goals
40. Which of the following is a key metric in performance evaluation?
a) Customer Satisfaction Index
b) Employee Age
c) Office Location
d) Number of Holidays
41. The ISO 9000 series focuses on:
a) Environmental management
b) Quality management and customer satisfaction
 c) Employee safety
d) Financial audits
42. ISO 9001 emphasizes:
a) Employee salaries
b) Customer satisfaction and continual improvement
c) Increased advertising
d) Market expansion
43. ISO 14001 focuses on:
a) Quality management
b) Financial reporting
c) Environmental management systems
d) Employee training
44. A major requirement for ISO 14001 certification is:
a) A strong environmental policy and compliance framework
b) Increased social media presence
c) Reducing employee workload
d) Expanding into new markets

46. Which is a key benefit of ISO 14001?

a) Improved environmental performance and regulatory compliance
b) Increased number of advertisements
c) Higher employee salaries
d) Lower product quality

45. The Pareto Principle in quality management states that:

a) 80% of problems are caused by 20% of causes
b) All defects are equally important
c) Quality is expensive to maintain
d) 50% of defects come from 50% of causes
46. The main goal of TQM is to:
a) Improve quality at all levels of the organization
b) Reduce employee workload
c) Minimize marketing costs
d) Increase executive salaries
47. Philip Crosby is best known for:
a) Cost of Quality concept b) Six Sigma methodology
c) 14 Points for Management d) Just-In-Time production
48. The Juran Trilogy consists of:
a) Planning, Control, and Improvement
b) Marketing, Production, and Sales
c) Design, Development, and Distribution
d) Production, Storage, and Delivery

51. Which of the following is a key principle of TQM?

a) Customer Focus b) Cost Reduction
c) Advertising Excellence d) Rapid Market Expansion
49. The House of Quality matrix links:
a) Customer requirements and technical specifications
b) Marketing strategies and production plans
c) Employee performance and salaries
d) Product cost and profit margins
50. The voice of the customer (VOC) in QFD represents:
a) Customer needs and expectations
b) Employee feedback
c) Competitor analysis
d) Production cost estimates
51. Which department primarily benefits from QFD?
a) Product Development
b) Human Resources
c) Legal Department
d) Finance
52. The first step in QFD is:
a) Identifying customer needs
b) Analyzing competitors
c) Reducing production costs
d) Increasing advertisements

56. QFD helps in reducing:

a) Design changes and modifications
b) Marketing expenses
c) Employee turnover
d) Customer complaints

53. What is a major benefit of benchmarking?

a) Learning best practices from top-performing companies
b) Copying competitors directly
c) Increasing prices
d) Expanding office locations
54. Which benchmarking type involves comparing within the same company?
a) Internal Benchmarking
b) Functional Benchmarking
c) External Benchmarking
d) Strategic Benchmarking
55. Which is NOT a key step in benchmarking?
a) Identifying performance gaps
b) Copying competitors' exact strategies
c) Measuring against industry standards
d) Implementing improvements
56. Key Performance Indicators (KPIs) are used to:
a) Measure organizational performance
b) Set salary scales
c) Define marketing budgets
d) Predict stock market trends
61. A balanced scorecard evaluates performance based on:
a) Financial, customer, internal process, and learning & growth perspectives
b) Employee vacation days
c) Sales figures only
d) Advertising reach

57. The main benefit of ISO 9001 certification is:

a) Improved product quality and customer satisfaction
b) Increased marketing expenses
c) Lower employee salaries
d) Higher production costs
58. Which ISO standard focuses on customer satisfaction?
a) ISO 9001 b) ISO 45001
c) ISO 50001 d) ISO 27001
59. ISO 9001 applies to:
a) All industries and business types
b) Only large manufacturing companies
c) Only government organizations
d) Only financial institutions
60. The ISO 14000 family of standards focuses on:
a) Environmental management
b) Product pricing
c) Employee training
d) Financial auditing

66. ISO 14001 certification requires:

a) Identifying and controlling environmental impacts
b) Increasing product costs
c) Hiring more employees
d) Reducing staff training

61. What is Six Sigma?

a) A methodology for process improvement
b) A marketing strategy
c) A sales approach
d) A financial audit tool
62. The goal of Six Sigma is to:
a) Reduce defects and variations in processes
b) Increase marketing efforts
c) Improve financial performance
d) Expand globally
63. DMAIC stands for:
a) Define, Measure, Analyze, Improve, Control
b) Develop, Market, Advertise, Implement, Change
c) Design, Manufacture, Assemble, Inspect, Certify
d) Deliver, Monitor, Assess, Improve, Certify
64. What is Statistical Process Control (SPC)?
a) A method to monitor and control quality using statistical tools
b) A financial risk management strategy
c) A customer service training program
d) A software development framework
65. Which tool is commonly used in Six Sigma?
a) Control Charts
b) Bar Graphs
c) Marketing Reports
d) Sales Projections
66. A Fishbone Diagram is used to:
a) Identify the root cause of a problem
b) Track financial performance
c) Measure employee performance
d) Plan marketing strategies
67. Which of the following is a tool for continuous improvement?
a) PDCA Cycle
b) SWOT Analysis
c) Balance Sheet
d) Profit-Loss Statement
68. Failure Mode and Effects Analysis (FMEA) is used for:
a) Identifying and preventing potential failures in a process
b) Managing customer relationships
c) Increasing marketing campaigns
d) Expanding sales territories
69. Lean Manufacturing focuses on:
a) Reducing waste and increasing efficiency
b) Increasing production costs
c) Expanding product variety
d) Hiring more employees
70. Which methodology combines Lean and Six Sigma?
a) Lean Six Sigma
b) Agile Management
c) Total Productive Maintenance
d) Business Process Reengineering