WORLD CITI COLLEGES

GRADUATE SCHOOL
WORLDCIT OLEGS
GRADU TESCHO L 1

Chapter 5 (Part 4)

TOTAL QUALITY MANAGEMENT

Assessment Questions (Multiple Choice):

1. It is a management approach to long-term success through customer satisfaction.

A. Quality Assurance
B. Customer Satisfaction
C. Total Quality Management
D. Management Assurance

ANSWER:C

2. The customer ultimately determines the level of quality. No matter what an organization does to
foster quality improvement—training employees, integrating quality into the design process, or
upgrading computers or software—the customer determines whether the efforts were worthwhile

A. Customer-focused
B. Cost-reduction
C. Productivity Improvement
D. Continual Improvement

ANSWER:A

3. It drives an organization to be both analytical and creative in finding ways to become more
competitive and more effective at meeting stakeholder expectations

A. Customer-focused
B. Cost-reduction
C. Productivity Improvement
D. Continual Improvement

ANSWER:D

4. Since the company has better products and services, and its interactions with customers are
relatively error-free, there should be fewer customer complaints.

A. Customer-focused
B. Customer Satisfaction
C. Cost-reduction
D. Morale
 WORLD CITI COLLEGES
GRADUATE SCHOOL
WORLDCIT OLEGS
GRADU TESCHO L 1

ANSWER:B

5. This not only reduces the time needed to fix errors but makes it less necessary to employ a team
of quality assurance personnel.
A. Productivity Improvement
B. Defect Reduction
C. Continual Improvement
D. Morale

ANSWER:B

Essay:

1. What is Total Quality Management? Explain briefly,

2. What are the Six Basic Concepts of TQM?
3. Explain the primary elements of TQM.
4. What are the advantages of TQM?
5. What are the advantages of TQM?

References:
http://rmkec.ac.in/tmp/mech/Contents/totalqualitymanagement.pdf
https://asq.org/quality-resources/total-quality-management