Basic Concepts of Quality and TQM

1.
Basic Concepts of Quality and TQM
total Quality Management Questions and Answers –

TQM – Definition of Quality
1. Choose the incorrect statement regarding the need for quality.
a) Markets have become more competitive
b) Quality provides sustained performance
c) Quality provides customer satisfaction
d) It is the trend nowadays to introduce quality
View Answer
Answer: d
2. Michael bought a new washing machine which is not performing its primary function of
washing clothes properly. What should the executive at customer care suggest Michael?
a) To sell the washing machine
b) To buy a new washing machine
c) To assure the customer that a specialist will visit their house the following day
d) To lease the washing machine
View Answer
Answer: c
3. Quality is fitness for use. Identify the quality guru who said this.
a) Deming
b) Crosby
c) Juran
d) Taguchi
View Answer
Answer: c
4. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)
a) Q=P/E
b) Q=P+E
c) Q=P-E
d) Q=P*E
View Answer
Answer: a
5. Quality is conformance to requirements. Identify the quality guru who said this.
a) Ishikawa
b) Crosby
c) Ohno
d) Deming
View Answer
Answer: b
6. Quality is a predictable degree of uniformity and dependability at a low cost and suited to
the market. Identify the quality guru who said this.
a) Ishikawa
b) Shingo
c) Deming
d) Harrington
View Answer
Answer: c
7. What does the abbreviation A.S.Q stand for?
a) American Society for Quality
b) American Standard of Quality
c) Asian Society for Quality
d) Asian Standard for Quality
View Answer
Answer: a
8. According to Deming’s Quality Chain Reaction, quality improvement results in decreased

productivity.
a) True
b) False
View Answer
Answer: b
9. Quality is in its essence, a way of managing the organization. Identify the quality guru
who said this.
a) Deming
b) Juran
c) Feigenbaum
d) Shingo
View Answer
Answer: c
10. Quality is the minimum loss imparted by a product to society from the time product is
shipped. Identify the quality guru who said this.
a) Shingo
b) Taguchi
c) Crosby
d) Juran
View Answer
Answer: b
11. According to ISO, Quality is the totality of features and characteristics of a product or
service that bear on its ability to satisfy stated and implied needs of the customer.
a) False
b) True
View Answer
Answer: b
Explanation: This definition is given by the ISO (International Organization for
Standardization). It is a universally accepted definition of quality.
12. Shawn ordered pizza online. He received the pizza 15 minutes before the scheduled
delivery time. He also received cash back on the amount he had paid for the pizza. What
can you infer?
a) Customer expectation of the service is less than customer perception of the service
b) Customer expectation of the service is equal to the customer perception of the service
c) Customer expectation of the service is greater than customer perception of the service
d) Customer expectation of the service and customer perception of the service cannot be
compared
View Answer
Answer: a
Explanation: The primary service was to deliver the pizza within the scheduled delivery
time in good condition. By arriving early and providing cash back, the customer
expectation of the service must be less than the customer perception of the service.
13. The systematic activities and planned activities which provide adequate confidence that
the manufactured products are meeting the requirements is called ______
a) Quality assurance
b) Quality control
c) Inspection
d) Sampling
View Answer
Answer: a
Explanation: Quality assurance is the systematic activities and planned activities which
provide adequate confidence that the manufactured products are meeting the
requirements. Quality control is a system of routine technical activities to measure and
control the quality of products. Inspection is the formal evaluation of certain
characteristics in a product to determine its acceptability. Sampling is a statistical analysis
process.
14. Choose the incorrect statement related to quality improvement.
a) Reduces rework
b) Leads to greater uniformity of product
c) Increases output with lowered cost
d) Increases machine time
View Answer
Answer: d
Explanation: Quality improvement reduces rework. It leads to greater uniformity of

product. It increases output with lowered cost as all the unnecessary cost involved is
removed and productivity also increases. It reduces machine time through proper quality
management.
15. A senior quality engineer during a training session trains his juniors about a particular
common defect that has been found in their assembly. He has formulated a plan which will
rectify the defect and ensure that the same defect does not pass further to the customers.
Which of the following inference is incorrect?
a) The organization has ensured that customer satisfaction is retained
b) The juniors will be capable of preventing the defect to pass further to the customers
c) The senior has understood that quality is correcting and preventing the loss, not living
with loss
d) The customer forced them to rectify the defect

View Answer
Answer: d
Explanation: Quality is basically customer satisfaction. The training will help in correcting
and preventing the defect to not reach further to the customers. The loss involved in
passing a defective product is also scraped off. We cannot definitely conclude that the
customer has forced them to rectify the defect as nothing is mentioned about the same.
total Quality Management Questions and Answers –

TQM – Definitions of Other Key Words
1. The two categories of products are _____ and _____
a) Goods, Services
b) Media, Education
c) Pencil, Car
d) Hospitality, Calculator
View Answer
Answer: a
Explanation: Product is the output of any process. Goods and Services are the two types of
products. A pencil, car, and a calculator are types of Goods. Similarly, media, hospitality, and
education fall under the category of Services.
2. Which of the following does not fit in the category of Goods?
a) Cell phone
b) Television
c) Insurance
d) Bike
View Answer
Answer: c
Explanation: Cell phones, television, and bike are considered as Goods. Insurance fits into the
category of Service.
3. Which of the following does not fit in the category of Services?
a) Banking
b) Transportation
c) Pen
d) Health care industries
View Answer
Answer: c
Explanation: Banking, transportation and health care industries come under the Service
category of a product. A pen fits into the Goods category of a product.4. Service also includes
support activities within companies, e.g., payroll preparation, secretarial support, and plant
maintenance.
a) True
b) False
View Answer
Answer: a
Explanation: Service is performed for someone else. Service also includes support
activities within companies, e.g., payroll preparation, secretarial support, and plant
maintenance.
5. The property that is possessed with a product and that is intended to meet certain
customers’ needs and thereby provide customer satisfaction is called _________
a) Product Tree
b) Product Feature
c) Product Cycle
d) Product Design
View Answer
Answer: b
Explanation: The property that is possessed by a product and that is intended to meet
certain customer’s needs and thereby provide customer satisfaction is called a product
feature. It refers to the quality of design.
6. Which of the following does not fit in the category of Product Feature?
a) Fuel consumption of a vehicle

b) Dimensions of a mechanical component
c) The owner of the product
d) The viscosity of a chemical
View Answer
Answer: c
Explanation: Fuel consumption of a vehicle, dimensions of a mechanical component, the

viscosity of a chemical, the uniformity of the voltage of an electric power supply are some
of the examples of product features. The owner of the product is not a product feature.
7. Someone who receives or is affected by the product or process is called a _______
a) Customer
b) Manager
c) Founder
d) Co-founder
View Answer
Answer: a
Explanation: The customer is someone who receives or is affected by the product or

process. It can be a person or it can also be a company.
8. The two types of customers are ______ and ______
a) Founder, Co-founder
b) Internal, External
c) Government, People
d) CEO, CFO
View Answer
Answer: b
Explanation: Customers can be either internal or external. The customers outside the
company who pay for the goods or services offered are called external customers. The
customers who are related to the company and who may or may not pay for the goods or
services offered are called internal customers.
9. Which of the following does not fit in the category of External Customers?
a) Clients/end users who buy the product
b) Government regulatory bodies
c) Manager of a company
d) Public
View Answer
Answer: c
Explanation: The manager of the company is an internal customer. He doesn’t make any
purchase for the goods or services offered by the company but his presence and his
responsibilities hold tremendous importance to the company.
10. Which of the following does not fit in the category of Internal Customers?
a) Stakeholders
b) Public
c) Shareholders
d) Employees of a company
View Answer
Answer: b
Explanation: The public pays for the service they receive and hence they are external
customers. The stakeholders and shareholders are indirect internal customers. The
employees of the company are direct internal customers.
11. Sam purchased a pen from the market. The pen was not working clearly, legibly and
smoothly. Where did the manufacturer fail in terms of satisfying the needs of the customer?
a) The manufacturer failed to satisfy the implied need of the product
b) The manufacturer failed to impress his boss
c) The manufacturer failed to maintain the reputation of the company
d) The manufacturer failed to impress his supplier
View Answer
Answer: a
Explanation: The manufacturer failed to satisfy the implied need of the product. Every
product has certain stated and implied needs associated with it. The manufacturer may
have failed to impress his boss, maintain the reputation of the company but all these
failures do not have a relation with customer satisfaction. The manufacturer could have
actually complained to the supplier if the raw materials were found defective.
12. The stated needs are the needs which the customer specifies for procurement of goods
or services.
a) True
b) False
View Answer
Answer: a
Explanation: For example, the price range of a car is a stated need. Similarly, a specific
function of the car can also be considered to be a stated need of the customer.
13. The state of affairs in which customers feel that their expectations have been met by the
product features is known as ______________
a) Customer Satisfaction
b) Customer Attraction
c) Customer Loyalty
d) Customer Reputation
View Answer
Answer: a
Explanation: The state of affairs in which customers feel that their expectations have
been met by the product features is known as customer satisfaction. A newly bought
laptop performing all its intended functions will bring in customer satisfaction.
14. The state of affairs in which deficiencies (in goods or services) result in customer
annoyance and complaints is known as ______________
a) Customer Compliance
b) Customer Needs
c) Customer Trust
d) Customer Dissatisfaction
View Answer
Answer: d
Explanation: The state of affairs in which deficiencies (in goods or services) result in
customer annoyance, complaints, claims, and so on is known as customer
dissatisfaction. A newly bought mobile phone with ‘hanging problem’ will result in
customer dissatisfaction.
15. Which of the following is not a measure of Product Deficiency?
a) Errors
b) Defects
c) Off-specification
d) Mass of the mobile phone
View Answer
Answer: d
Explanation: A product deficiency is a product failure that results in product

dissatisfaction. Deficiencies are stated in different units, such as errors, failures, defects,
off-specification, etc. Freedom from deficiencies refers to the quality of conformance.
Dimensions of Product Quality – 1

1. Which of the following is a dimension of ‘product quality’?
a) Machinability
b) Probability
c) Customer Satisfaction
d) Durability
View Answer
Answer: d
Explanation: There are 9 dimensions of ‘product quality’. The dimensions of product
quality are performance, features, conformance, reliability, durability, serviceability,
responsiveness, aesthetics, and reputation.
2. The nominal size of a product is 30 mm. The acceptable industrial limits are from 29.98
mm to 30.02 mm. After manufacturing, the quality engineer finds the lower limit of the
manufactured product to be 29.00 mm while the upper limit is 30.01 mm. What can you infer
from the given scenario?
a) There is no failure because both the upper and lower limits of the manufactured product
are within the industrial standard limits
b) There is a failure because the upper limit is below 30.02 mm
c) There is a failure because the lower limit is below 29.98 mm
d) We cannot comment on the failure of the dimensions of the manufactured product
View Answer
Answer: c
Explanation: The manufactured product fails to comply with the industrial standards of the
product. The lower limit of the manufactured product has to be within the range of 29.98
mm to 30 mm. The upper limit of the manufactured product has no issues because 30.01
mm lies between 30 mm and 30.02 mm.
3. Priyanka bought a new mobile phone for herself. She explained to her friend that the
mobile phone has a camera, Facebook facility, and music facility in addition to the basic
functions like phone calls and messaging. Which dimension of ‘product quality’ is Priyanka
referring to?
a) Aesthetics
b) Conformance
c) Features
d) Reputation
View Answer
Answer: c
Explanation: Features are the secondary characteristics of a product. Here, camera,

Facebook facility, and music facility are the features of a mobile phone. The facility of
phone calls and messaging are its primary characteristics.
4. Suresh calls up the customer care to complain regarding his new earphones. He can’t
listen to the other side when his earphones are connected to his mobile phone. Which
dimension of ‘product quality’ has the earphones failed to comply with?
a) Performance
b) Features
c) Aesthetics
d) Reputation
View Answer
Answer: a
Explanation: The ‘performance’ of the new earphone is not acceptable. The primary
function of an earphone is not met here.
5. Andrew bought a new mobile phone from the market. While studying its specifications, he
realizes that the mobile phone fails to comply with the national standards. Which dimension
of ‘product quality’ has the mobile phone failed in?
a) Reputation
b) Aesthetics
c) Durability
d) Conformance
View Answer
Answer: d
Explanation: Every product has to meet certain applicable standards. Here, the mobile
phone fails to comply with the national standards and hence ‘conformance’ is not met.
6. Which dimension of product quality tells you about the probability that a product will
perform its function for a given period of time under specified conditions?
a) Aesthetics
b) Reputation
c) Reliability
d) Conformance
View Answer
Answer: c
Explanation: Reliability is the probability that a product will perform its function for a given
period of time under specified conditions. It can be measured with the help of mean time
between failures.
7. Which of the following is the primary characteristic of an electric kettle while referring to
its ‘performance’?
a) It should boil water efficiently
b) It should indicate the pouring temperature of the water
c) It should be red in color
d) It should be white in color
View Answer
8. Which of the following is not the best MTBF for a newly purchased laptop?
a) 1 month
b) 2 years
c) 3 years
d) 5 years
View Answer
Answer: a
Explanation: MTBF refers to mean time between failures for a repairable product. Higher
value of MTBF of the laptop is desired for customer satisfaction. So, MTBF for a newly
purchased laptop which is least here is 1 month. It is ruled out as it is not the best.
Dimensions of Service Quality

1. Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was
angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was
poorly reflected?
a) Tangibles
b) Reliability
c) Responsiveness
d) Empathy
View Answer
Answer: a
Explanation: Tangibles refers to the appearance of the service that is being provided. It is
a dimension of ‘service quality’. By providing a dirty bed sheet the customer got angry
and this resulted in customer dissatisfaction.
2. Manoj went to buy a washing machine. On top of the washing machine, it was mentioned
that free service will be provided every 3 months until one year is completed. Manoj
approached the shopkeeper to get a confirmation on the authenticity of the statement.
Which dimension of ‘service quality’ was Manoj focusing on?
a) Empathy
b) Aesthetics
c) Reliability
d) Reputation
View Answer
Answer: c
Explanation: Reliability as a dimension of ‘service quality’ focuses on the authenticity of

the promised service. Here, Manoj wanted a confirmation from the shopkeeper that free
service will be provided to him. An assurance from the shopkeeper will convince Manoj to
buy the washing machine.
3. At Bengaluru Airport, Karan was surprised by the help he received from the staff at the
airport. He was worried about the standard procedures like collecting boarding pass and
security check-in. But the staff overwhelmingly helped him overcome all the difficulties.
Which dimension of ‘service quality’ was strongly promoted by the staff at the airport?
a) Aesthetics
b) Features
c) Empathy
d) Reputation
View Answer
Answer: c
Explanation: Empathy refers to the care that is provided to customers. Here, the staff
proved to be a great help for Karan. By overcoming his difficulties by providing individual
attention, empathy was strongly promoted.
4. Manish had purchased a ticket from a famous airline for his upcoming business meeting
in London. He had injured his left leg a couple of days back and needed wheelchair
assistance. He called the airline customer service and asked for wheelchair assistance. He
was not only promised wheelchair assistance but also pick-up and drop facility. Which
dimension of ‘service quality’ was strongly promoted here?
a) Assurance
b) Features
c) Aesthetics
d) Reputation
View Answer
Answer: a
Explanation: Assurance refers to the knowledge and courtesy of the staff who provide
customer service and their ability to convey trust and confidence. By assuring Manish of
wheelchair assistance, a sense of confidence was promoted. In addition to this, pick-up
and drop facility was also provided which augmented customer satisfaction.
5. Which of the following is not a technique to study the ‘service quality gap’?
a) Surveys
b) Online Research
c) Focus Groups
d) Asking the boss of the company
View Answer
Answer: d
Explanation: Surveys, Online Research, and Focus Groups are exploratory research
techniques to identify the service quality gap. The difference between customer
expectations and customer perceptions at the time of service is called service quality gap.
6. Which of the following is incorrect while referring to challenges faced while ensuring
service quality?
a) Customer expectations change over a period of time
b) Different customers can have different expectations
c) Customer expectations do not change at all
d) Knowledge of all customers about the service may not be the same
View Answer
Answer: c
Explanation: Customer expectations change over a period of time and different

customers can have different expectations. These results in variation in service quality
desired. In addition to this, all customers do not have the same knowledge of the service
being provided.
7. If the time taken to respond to customer complaints is less, which dimension of ‘service
quality’ is strongly promoted?
a) Responsiveness
b) Aesthetics
c) Empathy
d) Durability
View Answer
Answer: a
Explanation: The responsiveness refers to the quickness with which customer problems
are dealt with. With a short response time, the responsiveness of the service is strongly
promoted here.
8. Company A and Company B are two social networking service companies. It has been
found that Company A shares a user’s private information with undetectable sources while
Company B is not accused of any such activities. Which dimension of ‘service quality’ is at
stake?
a) Security
b) Empathy
c) Responsiveness
d) Durability
View Answer
Answer: a
Explanation: The security of all the users who have an account in company A is at stake.
The user could have many personal details that are not supposed to be shared with
anybody. Definitely, Company B has provided security and will be most preferred.
9. Amit is a Hindi speaking person. He resides in Chennai. He had to visit the Passport
Office in Chennai to rectify some of the problems he was facing. He was surprised to find
the staff at the Passport Office speaking in different languages. Name the dimension of
‘service quality’ which was enforced.
a) Communication
b) Security
c) Timeliness
d) Durability
View Answer
Answer: a
Explanation: The ability to inform the customers in the language they understand is
promoted here. Amit will now have no problem in understanding the technicalities
involved in rectifying the errors in his passport.
10. Company P and Q are two famous clothing companies in the city. Customers have
complained that the staff at Company P are unaware of modern trends and seem to take no
interest in understanding customer expectations. The staff at Company Q is knowledgeable
and is aware of modern trends. What can you infer?
a) Company P is more competent than Company Q
b) Company Q is more competent than Company P
c) Company P is at the same level as Company Q in terms of competency
d) Competency cannot be compared
View Answer
Answer: b
Explanation: Company Q is more competent than Company P. The fact that Company Q
has a knowledgeable workforce provides customer trust and confidence to buy cloth.
Company P must ensure that its staff become more knowledgeable and know the modern
trends. Employee training can solve the issue.
11. If all the service promised according to the time commitments are met then __________
a) Timeliness is established
b) Durability is found
c) The service looks attractive
d) Empathy is considered
View Answer
Answer: a
Explanation: Consider the pizza that you order online. If the person who is assigned to
deliver your food comes early you are overjoyed. Hence, timeliness, the quality of being
on time is important to establish customer satisfaction.
12. If an organization commits to 10 promises and if all the promises are met, then which
‘service quality’ dimension is strongly promoted?
a) Completeness
b) Timeliness
c) Competence
d) Tangibles
View Answer
Answer: a
Explanation: If all the promises are met then completeness is achieved. By meeting all
the promises committed, the organization has ensured completeness is achieved. We
cannot comment on the timeliness because we have no information about the time taken
to meet the promises. Competence refers to the skill and knowledge possessed by the
organization. Tangibles referto the appearance of the service which is received.
13. If an organization focuses on trustworthiness and belief considering the customer’s best
interests, which dimension of ‘service quality’ is focused on by the organization?
a) Credibility
b) Aesthetics
c) Durability
d) Timeliness
View Answer
Answer: a
Explanation: Every successful organization has always focused on credibility. Credibility

ensures that in times when the organization’s reputation is at stake the trust of the
customer remains intact. It helps them in re-establishing themselves.
14. Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near
his office. The gym is open from 6 am – 10 pm. Consider the timings of engagements of
both Raju and the gym center, which dimension of ‘service quality’ is strongly promoted?
a) Timeliness
b) Accessibility and Convenience
c) Credibility
d) Reputation
View Answer
Answer: b
Explanation: With reference to the timings, Accessibility and Convenience are strongly
promoted. Raju can choose to go to the gym either before his time at the office or after
his office hours are over. This flexibility in timings ensures customer satisfaction not just
for Raju but also for all the office going people registered at the gym center.
15. Which of the following is a dimension of ‘service quality’?
a) Durability
b) Serviceability
c) Conformance
d) Consistency
View Answer
Answer: d
Explanation: Consistency is a ‘service quality’ dimension. It refers to the act of committing

to the same level of customer service every time irrespective of who the customer is.
Durability, Serviceability, and Conformance are dimensions of ‘product quality’.
Concepts of TQM
1. What is TQM?
a) Total Quality Management
b) Total Quality Maintenance
c) Total Quality Mitigation
d) Total Quality Managers
View Answer
Answer: a
Explanation: Total means made up of ‘whole’. Quality means the degree of excellence
that needs to be achieved keeping customer satisfaction in mind. Management refers to
the activities that are involved in establishing the highest degree of quality.
2. TQM is the management approach of an organization, centered on quality, based on the

participation of all its members and aiming at long-term success through customer
satisfaction, and benefits to all members of the organization and to society. Which
organization had given this definition of TQM?
a) Total Quality Forum of USA
b) Indian Statistical Institute
c) ISO
d) ASQ
View Answer
Answer: c
Explanation: According to ISO, TQM is the management approach of an organization,

centered on quality, based on the participation of all its members and aiming at long-term
success through customer satisfaction, and benefits to all members of the organization
and to society. ISO refers to the International Organization for Standardization. It was
founded on February 23, 1947, to promote worldwide proprietary, industrial and
commercial standards.
3. TQM is an integrated organizational approach in delighting customers (both internal and

external) by meeting their expectations on a continuous basis through everyone involved
with the organization working on continuous improvement in all products, services, and
processes along with proper problem-solving methodology. Which organization had given
this definition of TQM?
b) ISO
c) Indian Statistical Institute
d) ASQ
View Answer
Answer: c
Explanation: According to the Indian Statistical Institute, TQM is an integrated

organizational approach in delighting customers (both internal and external) by meeting
their expectations on a continuous basis through everyone involved with the organization
working on continuous improvement in all products, services, and processes along with
proper problem-solving methodology. ISI was established on 17 December 1931 and is
an academic institute of national importance focusing on statistics.
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4. TQM is a people-focused management system that aims at a continual increase in

customer satisfaction at a continually lower cost. TQM is a total system approach (not a
separate area or program), and an integral part of a high-level strategy. It works horizontally
across functions and departments, involving all employees, top to bottom, and exceeds
backward and forward to include the supply chain and the customer chain. Which
organization had given this definition of TQM?
b) ISO
c) Indian Statistical Institute
d) ASQ
View Answer
Answer: a
Explanation: According to Total Quality Forum of USA, TQM is a people-focused

management system that aims at a continual increase in customer satisfaction at a
continually lower cost. TQM is a total system approach (not a separate area or program),
and an integral part of a high-level strategy. It works horizontally across functions and
departments, involving all employees, top to bottom, and exceeds backward and forward
to include the supply chain and the customer chain. This definition has been accepted by
many academic papers and is considered to be one of the best definitions of TQM.
5. Which ‘pillar of TQM’ is referred to when the study of customer needs is done, the
requirements of the customer are gathered, and customer satisfaction is measured and
managed?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
View Answer
Answer: d
Explanation: Customer Focus is one of the pillars of TQM. In customer focus, customer
satisfaction remains an organization’s highest priority. The other pillars of TQM are
Process Management, Employee Empowerment, and Continuous Improvement.
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6. Which ‘pillar of TQM’ refers to the act of developing a production process that reduces
product variations, and by application of this process, the same product with the same level
of quality is produced every time?
d) Customer Focus
View Answer
Answer: a
Explanation: Process Management is one of the pillars of TQM. The relationship between
the teams and internal customers plays a crucial role in developing the production
process that reduces product variations. The focus of the management is on controlling
the overall process, and rewarding teamwork.
7. Which ‘pillar of TQM’ refers to TQM’s environment of a committed and well-trained

workforce that participates in activities involving quality improvement?
d) Customer Focus
View Answer
Answer: b
Explanation: Employee Empowerment is one of the pillars of TQM. It is the human side of
quality. Employee Empowerment is achieved with the help of training of employees to
achieve customer satisfaction.
8. Which ‘pillar of TQM’ recognizes that product quality is a result of process quality?
d) Customer Focus
View Answer
Answer: c
Explanation: Continuous Improvement is one of the pillars of TQM. The output of a

production process must not only satisfy customer needs but the customer must feel
satisfied with the product. Hence, continuous improvement in the production process
plays a crucial role in delivering quality products.
9. In traditional management, quality is determined by the company. In total quality

management, quality is determined by the customer.
a) True
b) False
View Answer
Answer: a
Explanation: In traditional management, quality is determined by the organization and it
has its own quality standards. Every product is compared to this standard to determine if
it is acceptable or not. In TQM, the customer is the judge for product quality.
10. Company M has short-term goals like achieving the predicted quarterly profit. Company
N has long-term goals like achieving sustained customer satisfaction. What can you infer
about the management culture?
a) Company M follows traditional management, Company N follows TQM
b) Company N follows traditional management, Company M follows TQM
c) Company M and Company N follows traditional management
d) Company M and Company N follows TQM
View Answer
Answer: a
Explanation: Company M has a short term goal to achieve the predicted quarterly profit
which is one of the characteristics of traditional management. Company N has a long
term goal which is to sustain customer satisfaction. Customer satisfaction is TQM’s
highest priority.
11. In traditional management, individual employees are held accountable for the presence
of a defect.
a) True
b) False
View Answer
Answer: a
Explanation: In traditional management, individual employees are held accountable for

the presence of a defect and those employees are identified by the managers. In TQM,
managers and employees focus on improving the process to ensure that defects don’t
occur in the future in order to ensure customer satisfaction.
12. The manager of a company is known to threaten his employees for the presence of a
defect. What can you infer about the management culture?
a) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
View Answer
Answer: a
Explanation: Here, the act of threatening employees is the traditional management

approach. As a result of this, there is a void in the relation between the workforce and the
manager. The manager may even fire its employees.
13. A company is known to have a reward policy for its employees. The manager gives its
employees a chance to improve if a mistake is conducted by them. What can you infer
about the management culture?
a) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
View Answer
Answer: b
Explanation: The working environment, in this case, is suitable for the employees. There
is a strong bonding between the managers and employees. The reward policy keeps the
employees motivated towards achieving organizational goals focusing on customers. The
chance to improve themselves when a mistake is committed helps employees to
introspect themselves.
14. In Company A, the workers who are involved in producing a product are responsible for
its quality. In Company B, everyone in the organization including the top executives is
responsible for producing quality products. What can you infer about the management
culture?
a) Company A follows traditional management, Company B follows TQM
b) Company B follows traditional management, Company A follows TQM
c) Company A and Company B follows traditional management
d) Company A and Company B follows TQM
View Answer
Answer: a
Explanation: In traditional management, the workers who are involved directly in

producing the product are held accountable for producing quality products. In TQM,
everyone starting from the top executives to the workers producing the product are
responsible for producing quality products.
15. In Company E, the supervisors and employees solve problems based on their individual
knowledge, skills, and instincts. In Company F, everyone in the organization solves
problems based on substantive data. What can you infer about the management culture?
a) Company E follows traditional management, Company F follows TQM
b) Company F follows traditional management, Company E follows TQM
c) Company E and Company F follows traditional management
d) Company E and Company F follows TQM

View Answer
Answer: a
Explanation: In traditional management, the supervisors and employees solve problems

based on their individual knowledge, skills, and instincts. This can sometimes lead to
problems when some of the causes of the problems are left out. But with substantive
data, every aspect of the problem is thoroughly analyzed and a proper decision focusing
on customer satisfaction is made.
Characteristics of TQM – 1
1. Which of the following is a principle of TQM?
a) Product-centered system
b) Customer-focus
c) Intermittent improvement
d) Decisions made by top executives only
View Answer
Answer: b
Explanation: TQM is a management approach that aims to attain customer satisfaction

and plans for long-term success. It is a process-centered system, focuses on continuous
improvement and decision-making involves the involvement of all the employees.
2. The customer determines the level of quality.
a) True
b) False
View Answer
Answer: a
Explanation: The customer is the judge of the quality of goods or services. Even though a
company may have excellent training facilities, it may have improved its processes or
upgraded its technology, but if customer satisfaction is not attained then it is of no use.
3. To attain customer satisfaction, which of the following is mandatory in TQM?
a) Total employee involvement
b) Manager involvement
c) Founder involvement
d) Co-founder involvement
View Answer
Answer: a
Explanation: Total employee involvement is one of the principles of TQM. Employee

involvement can be fully utilized to its full potential when there is no workplace fear,
empowerment is done, and when a proper working environment is established.
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a) Process-centered
b) Product-centered
c) External customer focus only
d) Internal customer focus only
View Answer
Answer: a
Explanation: TQM is a process-centered system with continuous improvement
philosophy. Decision-Making involves everyone in the company. The focus is towards
both external and internal customers.
5. Benchmarking is a TQM technique.
a) False
b) True
View Answer
Answer: b
Explanation: It is a TQM technique in which a company is compared with other

companies with the aim to improve the deficiencies in internal processes. The best
standards are determined and the scope for improvement is recognized. It can be used
as a performance measuring tool also.
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a) Product-centered system
b) Integrated system
c) Intermittent improvement
d) Decisions made by top executives only
View Answer
Answer: b
Explanation: Traditionally, organizations are organized into vertically structured

departments. But TQM keeps the departments horizontally and focuses on
interconnecting importance. The various departments and their functions have
interdependence on each other. This becomes TQM’s focus.
7. Which of the following is the kind of planning approach a company following TQM
follows?
a) Strategic, random approach
b) Strategic, systematic approach
c) Random approach
d) Normal approach
View Answer
Answer: b
Explanation: The systematic and strategic planning that considers quality as a vital
component in TQM’s focus. It is done to achieve the company’s vision, mission, and
goals. It requires the involvement of everyone in the organization.
8. What is the kind of focus put in a company’s processes in TQM?
a) Unsteady improvement
b) Passive improvement
c) Continual improvement
d) Steady improvement
View Answer
Answer: c
Explanation: TQM is a process centered system. The main focus is to attain customer
satisfaction. To achieve this, continuous process improvement is required to attain the
highest degree of excellence in one’s goods or services.
9. Decisions in a company which follows TQM is _______

a) Taken on the basis of the manager’s knowledge
b) Taken on the basis of the founder’s knowledge
c) Taken on the basis of the co-founder’s knowledge
d) Fact-based
View Answer
Answer: d
Explanation: TQM follows fact-based decision making. It collects and analyses data from
various sources based on the customer satisfaction level. This continuous procedure
helps in understanding customer needs and also the necessary updates required in the
company’s processes to attain the highest degree of excellence.
10. For proper implementation of TQM, we need ________________
a) To form a confidential group within the company
b) To have two managers in the company
c) To have effective communication between employees
d) To have intermittent communication between employees
View Answer
Answer: c
Explanation: TQM focuses on the involvement of all employees in an organization. For

this, effective communication must take place. Effective communication will augment the
chances of delivering quality products to customers. Also, the chances of errors will be
minimalized.
Characteristics of TQM – 2
1. Which of the following is not an idea that can be incorporated by top management in a
company to develop the Total Quality Program of a company?
a) Management meetings
b) Focus on products and not processes
c) Company magazines
d) Company newsletters
View Answer
Answer: b
Explanation: The top management must relay messages to every employee of the
organization and make them understand about the company’s TQM program. Company
magazines and Company newsletters will add value to the TQM program. Customers will
come to know very easily about the company’s objectives and their dedication towards
delivering a quality product or service.
2. Attaining customer satisfaction is the heart of TQM.
a) True
b) False
View Answer
Answer: a
Explanation: TQM’s goal is to attain customer satisfaction. The focus should be both on
internal and external customers. To achieve this, the company focuses on continuous
improvement of its internal processes.
3. What happens when the top management does not effectively communicate about the
company’s TQM program properly from top to bottom?
a) The TQM program fails to achieve the desired target

b) The TQM program successfully achieves its desired target
c) There is no need to communicate messages
d) Nothing happens to the company’s progress
View Answer
Answer: a
Explanation: As TQM requires everyone’s involvement, it is a necessity that effective

communications take place in the company. The decision taken by the top management
must be effectively communicated within the company. The organizational goal then will
be easy to attain.
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4. TQM recognizes that each person is responsible for the quality of his work and for the
work of the group.
a) True
b) False
View Answer
Answer: a
Explanation: TQM gives recognition to every employee of the company and that each
person is responsible for the quality of his work and for the work for the group. The focus
of everyone is to improve the processes that end up in delivering quality products or
services to the customer.
5. In TQM suppliers are treated as _______
a) Enemies
b) Partners
c) Managers
d) Employees
View Answer
Answer: b
Explanation: In TQM, suppliers are treated as partners. Since the quality of supply is
crucial in delivering quality products, it is important that suppliers are treated well and
assigned the responsibility of delivering quality raw or intermediate materials.
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6. Which of the following is not a performance measure to ensure the highest degree of
quality?
a) Productivity
b) Number of company newsletters published in a year
c) Absenteeism
d) Sales turnover
View Answer
Answer: b
Explanation: The need to measure productivity, absenteeism and sales turnover is

important to gauge the performance level of the company. All these performance
measures help in continuous improvement. As a result of this, the highest degree of
quality product or service can be delivered to the customers.
7. Ryan works in a company that follows TQM and produces nuts and bolts. The company
has not moved much from its old design of nuts and bolts. Ryan’s creativity leads him to a
better and effective design of nuts and bolts at the same production cost as before. It can
increase the productivity without compromising quality. Should the company implement
Ryan’s design?
a) Yes, everyone is recognized in a company which follows TQM
b) No, everyone is not recognized in a company which follows TQM
c) Design implementation is the responsibility of the design team only
d) Modern trends must not dominate and make the company lose its originality
View Answer
Answer: a
Explanation: The Company can implement Ryan’s design as productivity increases

without compromising quality. Also, the production cost is the same as before. TQM gives
recognition to everyone and it is not mandatory for Ryan to be from the design team of
the company to suggest an alternative design for the old design that the company is
following.
8. In tradition management, Inspection philosophy is followed, and in TQM ________
a) No philosophy is followed
b) Inspection philosophy is followed
c) Prevention philosophy is followed
d) Manager’s philosophy is followed
View Answer
Answer: c
Explanation: TQM focuses on continuous improvement. Due to this, the philosophy is to

prevent defective products being passed on to the customers. In tradition management,
inspection is followed only after a customer complaint.
Benefits and Barriers of TQM
. A company producing biscuits implemented TQM philosophy. It collected feedback data for
the age group 50 to 60 years and determined the number of people using the company’s
biscuits and how satisfied they were with the product. Where did the company go wrong in
its analysis?
a) Identified the wrong age group
b) It must take into consideration a larger age group
c) It should not determine the number of people using their product and their level of
satisfaction
d) There is no mistake in their TQM approach
View Answer
Answer: b
Explanation: Incorrect measurements in the TQM approach can lead to data

misinterpretation. The company must gauge the level of customer satisfaction for a larger
age group, maybe 10-60. This will help the company in continuous improvement.
2. The inability to change the organizational structure is a barrier to TQM implementation.
a) True
b) False
View Answer
Answer: a
Explanation: If a company follows the traditional management culture for a long time it will
be difficult for the company to change its organizational structure. This, therefore, is a
barrier to TQM implementation. Benchmarking can be a tool used to change the mindset
of the organization to move towards TQM.
3. The lack of proper training to the employees can act as a barrier to TQM implementation.
a) True
b) False
View Answer
Answer: a
Explanation: The need for proper training is necessary in order to have proper TQM
implementation. The company can then follow TQM philosophy for a long time and can
very easily attain customer satisfaction. All employees must follow the same standard
procedures to determine the level of customer satisfaction.
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4. A company including its manager has 50 members. TQM philosophy is followed by 40

members only. Did the company properly implement TQM?
a) Yes, only 25 members were sufficient for TQM implementation
b) No, TQM implementation requires the participation of all members of the company
c) Yes, only 14 members were sufficient for TQM implementation
d) We cannot comment on TQM implementation
View Answer
Answer: b
Explanation: The highest priority of TQM is customer satisfaction. The main focus of the
company is to collectively put in efforts to develop quality goods or services and attain
customer satisfaction. So, all 50 members must participate in TQM implementation.
5. The 10 years performance of a company was analyzed. The company followed TQM
philosophy for the first two years and moved back to traditional management. What can you
conclude about the management culture of the company?
a) Lack of management commitment to follow TQM
b) Lack of management commitment to follow traditional management
c) The management of the company is properly functioning
d) We cannot comment on the management culture of the company
View Answer
Answer: a
Explanation: The company failed to comply with TQM philosophy after the first two years.
As a result of this, it will gradually find it difficult to retain customer satisfaction. In addition
to this, if the goods or a service provided by the company no longer follows the changing
customer needs then the customer will even stop using the goods or services provided by
the company.
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6. A defect in a product produced by a company was reported to the quality division. The
quality division rectified the defect and presented the solution to the rest of the members of
the organization including its manager. But the organization delayed the implementation for
more than a month. What will be the consequence of this act?
a) There is no problem in delaying the implementation
b) The company will start to fail in satisfying customer needs and hence customer
satisfaction
c) The customer will respect the delay in implementation
d) The manager will be sacked by the founder of the company
View Answer
Answer: b
Explanation: TQM by its definition involves achieving the degree of excellence by

delivering quality goods or services. All this is done to attain customer satisfaction. If the
company discovered the solution to the defect it should implement it without further ado.
7. Which of the following is a tangible benefit of following TQM?
a) Reduction in employee grievances
b) Increase in employee grievances
c) No change in employee grievances
d) We can’t comment on employee grievances
View Answer
Answer: a
Explanation: In TQM, every employee in the organization is focused towards one goal
and that is satisfying customer needs by providing customer satisfaction. As everybody is
treated in the same unbiased manner, employee grievances are reduced when an
organization follows TQM.
8. Which of the following is not a tangible benefit of following TQM?
a) Increased profitability
b) Increased market and customers
c) Improved productivity
d) Increase in quality costs
View Answer
Answer: d
Explanation: Cost of quality or Quality costs is the cost incurred by a company to prevent
poor quality goods or services. By using TQM philosophy, the degree of excellence in
goods or services increases and hence quality increases. When we have high-quality
goods or service the cost that is required to prevent poor quality goods or services
decreases.
9. The product quality after using TQM philosophy _______
a) Increases
b) Decreases
c) Remains the same
d) We cannot comment on product quality
View Answer
Answer: a
Explanation: The product quality improves on using TQM. TQM is focused on customer
needs and hence recognizes them. Therefore, there is no additional cost incurred. The
concept of continuous improvement in TQM improves product quality.
10. Which of the following is not an intangible benefit of following TQM?
a) Better company image
b) Enhanced problem-solving capacity
c) Enhancement of job interest
d) Reduction in customer satisfaction
View Answer
Answer: d
Explanation: TQM is focused on customer satisfaction and hence using TQM customer
satisfaction increases. When the customer is happy with the goods or services, the image
of the company is good. Due to the involvement of all the employees in a company,
problem-solving capacity increases. The job interest also enhances.
11. The working relationships after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
View Answer
Answer: c
Explanation: Due to the involvement of each and every employee in a company in

delivering quality goods or services, the working relationship improves. The employees
have mutual trust and respect for each other and have a common organizational goal.
12. Employee participation after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
View Answer
Answer: c
Explanation: In traditional management, the responsibilities were localized in nature. In
TQM, everybody participates’ passionately in achieving the organizational goal. The
organizational goal is to achieve customer satisfaction.
Quality Gurus – Deming

1. Which among the following is not a contribution made by Juran?
a) Juran’s Quality Control Handbook
b) Quality Planning and Analysis
c) Juran on Leadership for Quality
d) Quality is Free
View Answer
Answer: d
Explanation: Juran has authored many papers and twelve books including ‘Juran’s
Quality Control Handbook’, ‘Quality Planning and Analysis’, ‘Juran on Leadership for
Quality’. ‘Quality is Free’ is authored by Philip Crosby.
2. Which among the following is not part of Juran’s ‘Three Role Model’?
a) Supplier
b) Process
c) Customer
d) Deming
View Answer
Answer: d
Explanation: According to Juran, the focus should be given to internal customers also.
Each person along the chain is a supplier and a customer. In addition to this, the person
will be a process, carrying out some transformation or activity.
3. Which among the following is not a contribution made by Juran?
a) Internal Customer
b) Cost of Quality
c) Quality Trilogy
d) Quality Loss Function
View Answer
Answer: d
Explanation: Juran’s contributions can be studied under five topics. They are internal
customer, cost of quality, quality trilogy, Juran’s 10 steps for quality improvement, and the
breakthrough concept. Quality Loss Function is a contribution made by Taguchi.
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4. Which among the following does not belong to the classification of Cost of Quality done
by Juran?
a) Failure Costs
b) Appraisal Costs
c) Prevention Costs
d) Variable Costs
View Answer
Answer: d
Explanation: According to Juran, the cost of quality can be classified into three classes.
They are failure costs, appraisal costs, and prevention costs. Variable costs are
associated with the concept of Break-Even Analysis.
5. Which among the following does not belong to Juran’s Quality Trilogy?
a) Quality Planning
b) Quality Control
c) Quality Improvement
d) Quality Assurance
View Answer
Answer: d
Explanation: Quality Planning, Quality Control, and Quality Improvement are part of
Juran’s Quality Trilogy. Quality Assurance is the act of maintaining a desired level of
quality in a product or service by providing attention to every stage of process of delivery
or production.
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6. Which among the following does not belong to Juran’s ten steps to quality improvement?
a) Build awareness of the need and opportunity for improvement
b) Set goals for improvement
c) Organize to reach goals
d) Adopt the new philosophy
View Answer
Answer: d
Explanation: Juran has suggested ten steps for quality improvement. ‘Build awareness of
the need and opportunity for improvement’, ‘Set goals for improvement’, and ‘Organize to
reach goals’ are part of Juran’s ten steps to quality improvement. ‘Adopt the new
philosophy’ belongs to Deming’s fourteen points on route to quality.
7. ‘Carry out projects to solve problems’ is a statement belonging to Juran’s ten steps to
quality improvement.
a) True
b) False
View Answer
Answer: a
Explanation: ‘Carry out projects to solve problems’ is a statement belonging to Juran’s ten
steps to quality improvement. Large, break-through improvements through
interdepartmental or even cross-functional teams can be achieved. We need to deal with
chronic problems for break-through improvements.
8. ‘Report progress’ is a statement belonging to Juran’s ten steps to quality improvement.
a) True
b) False
View Answer
Answer: a
Explanation: ‘Report progress’ is a statement belonging to Juran’s ten steps to quality

improvement. The progress achieved should be compared with the progress expected.
Information on progress is important for quality improvement.
9. Identify from Juran’s ten steps to quality improvement a statement which implies
providing a morale boost.
a) Organize to reach goals
b) Adopt the new philosophy
c) Give recognition
d) Provide Training
View Answer
Answer: c
Explanation: ‘Give recognition’ is one of the statements of Juran’s ten steps to quality
improvement. It means providing a morale boost. This will ensure that the confidence
level in the employees’ increases and they are rejuvenated.
10. ‘Communicate results’ is a statement from Juran’s ten steps to quality improvement.
Which of the following is the odd one out with respect to it?
a) Lessons learned
b) Provide training
c) The steps that have been taken to improve quality
d) The feedback that has been given to the manager of the company
View Answer
Answer: b
Explanation: The lessons learned, the steps that are taken to improve quality and
feedback given to the manager of the company all emphasize the concept of
‘Communicating results’. The concept of providing training is, therefore, the odd one out
as it has no relation with ‘Communicating results’. The success report post training is a
method of communicating results.
11. Which of the following does not mean to ‘Keep score’ from Juran’s ten steps to quality
improvement?
a) Track progress
b) Report achievements
c) Report short-falls
d) Set goals for improvement
View Answer
Answer: d
Explanation: ‘Keep score’ is one of the steps from Juran’s ten steps to quality
improvement. The concept of tracking progress, report achievements, and report
short-falls are all methods of keeping score. The concept of setting goals for improvement
does not imply keeping score.
Quality Gurus – Crosby

This set of Total Quality Management Multiple Choice Questions & Answers (MCQs)
focuses on “Quality Gurus – Crosby”.
1. Which among the following is not a contribution made by Crosby?
a) Quality is Free
b) Quality without Tears
c) Let’s Talk Quality and Leading: The Art of Becoming an Executive
d) Quality Planning and Analysis
View Answer
Answer: d
Explanation: ‘Quality is Free’, ‘Quality without Tears’, ‘Let’s Talk Quality and Leading: The
Art of Becoming an Executive’ are contributions made by Crosby. ‘Quality Planning and
Analysis is authored by Juran.
2. Which among the following is not a contribution made by Crosby?
a) Four Absolutes of Quality
b) Fourteen Steps for Quality Improvement
c) Quality Vaccine
d) Quality Trilogy
View Answer
Answer: d
Explanation: ‘Four Absolutes of Quality Management’, ‘Fourteen Steps for Quality

Improvement’, ‘Crosby’s Quality Vaccine’ are contributions made by Crosby. ‘Quality
Trilogy’ is a contribution made by Juran.
3. According to Crosby’s First Absolute of Quality, quality is _______ to requirements, not

goodness.
a) Conformance
b) Negligence
c) Carelessness
d) Betrayal
View Answer
Answer: a
Explanation: According to Crosby’s First Absolute of Quality, quality is conformance to

requirements, not goodness. There are four absolutes of quality proposed by Crosby.
Crosby was the founder and chairman of the board of Career IV, an executive
management consulting firm.
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4. According to Crosby’s Second Absolute of Quality, quality is achieved by _______not

appraisal.
a) Prevention
b) Inspection
c) Suspension
d) Retention
View Answer
Answer: a
Explanation: According to Crosby’s Second Absolute of Quality, quality is achieved by

prevention, not appraisal. There are four absolutes of quality proposed by Crosby. He
believed in the concept of zero defects.
5. According to Crosby’s Third Absolute of Quality, quality has a performance standard of

________not acceptable quality levels.
a) Zero defects
b) Five defects
c) Nine defects
d) Two defects
View Answer
Answer: a
Explanation: According to Crosby’s Third Absolute of Quality, quality has a performance

standard of zero defects, not acceptable quality levels. There are four absolutes of quality
proposed by Crosby. Crosby founded the Philip Crosby Associates Inc. and Quality
College.
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6. According to Crosby’s Fourth Absolute of Quality, the measurement of quality is the price
of ______not indexes.
a) Conformance
b) Non-conformance
c) Adherence
d) Performance
View Answer
Answer: b
Explanation: According to Crosby’s Fourth Absolute of Quality, the measurement of

quality is the price of non-conformance, not indexes. There are four absolutes of quality
proposed by Crosby. Crosby served in the US Navy in the Second World War.
7. According to Crosby’s Quality Vaccine, ‘Integrity’ refers to the need for treating quality
seriously throughout the whole business organization from top to bottom. The future of the
company will be judged on the performance on quality.
a) True
b) False
View Answer
Answer: a
Explanation: There are five sections in Crosby’s Quality Vaccine. They are integrity,
systems, communications, operations, and policies. Integrity is crucial to attain customer
satisfaction. Companies must consider quality seriously as the measurement of quality is
the price of non-conformance.
8. According to Crosby’s Quality Vaccine, ‘Systems’ refers to the need for maintaining
appropriate measures and systems for quality costs, education, quality, performance,
review, improvement, and customer satisfaction.
a) True
b) False
View Answer
Answer: a
Explanation: According to Crosby, there are five sections in Quality Vaccine. They are
integrity, systems, communications, operations, and policies. The need of proper
‘Systems’ is crucial to sustain quality in the whole business.
9. Which among the following does not belong to the five sections of Crosby’s Quality
Vaccine?
a) Communication
b) Operations
c) Policies
d) Conformance
View Answer
Answer: d
Explanation: Communications, Operations, and Policies are part of Crosby’s Quality
Vaccine. The other two sections are Integrity and Systems. According to Crosby, ‘vaccine’
is explained as medicine for management to prevent poor quality.
10. According to Crosby’s Fourteen Steps for Quality Improvement, what do you mean by
QITs?
a) Quality Injustice Teams
b) Quality Inspection Teams
c) Quality Injection Teams
d) Quality Improvement Teams
View Answer
Answer: d
Explanation: According to Crosby’s Fourteen Steps for Quality Improvement, QITs refer to
Quality Improvement Teams. They are needed for quality improvement process planning
and administration. There is a need to establish and ensure management commitment
also.
11. Which of the following does not belong to Crosby’s Fourteen Steps for Quality
Improvement?
a) Establish quality measurements
b) Establish a zero defect committee and program
c) Hold a zero defects day
d) Create constancy of purpose towards improvement of product and service.
View Answer
Answer: d
Explanation: ‘Establish quality measurements’, ‘Establish a zero defect committee and
program’, and ‘Hold a zero defects day’ all belong to Crosby’s Fourteen Steps for Quality
Improvement. ‘Create constancy of purpose towards improvement of product and service’
belongs to Deming’s fourteen points on route to quality.
12. According to Crosby’s Fourteen Steps for Quality Improvement, what do you mean by
obstacle reporting?
a) To communicate to management about obstacles employees’ face in attaining quality

improvement
b) To report about the no of steps employees’ climb on their way to office
c) To write an article on the topic ‘Obstacle’
d) To write an essay on the topic ‘Obstacle’
View Answer
Answer: a
Explanation: According to Crosby’s Fourteen Steps for Quality Improvement, obstacle

reporting means to encourage employees’ to communicate to management about the
obstacles they face in attaining quality improvement goals set by the company. It is an
important tool to track quality improvement and check progress of the company in
achieving the desired quality.
Quality Statements
1. Which among the following is not an element of quality statements?
a) Vision Statement
b) Mission Statement
c) Quality Policy Statement
d) Submission Statement
View Answer
Answer: d
Explanation: Vision Statement, Mission Statement, and Quality Policy Statement are
elements of Quality Statements. It is important for an effective leader to communicate the
vision and mission of the organization to its employees.
2. The aspiration of the company in a short declaration is called the ________
a) Vision Statement
View Answer
Answer: a
Explanation: The aspiration of the company in a short declaration is called the vision
statement. It tells about the goals of the company targeted by the company in the near
future. It may be ideal in nature but the company tries to achieve it.
3. The declaration which lists the functions of an organization and mentions about the
purpose of its employees, customers, and suppliers is called the _________
a) Customer Statement
c) Supplier Statement
d) Employee Statement
View Answer
Answer: b
Explanation: The declaration which lists the functions of an organization and mentions the
purpose of its employees, customers, and suppliers is called the Mission Statement. It
tells about the way the company is planning its workforce involvement, supplier
relationship, and to attain customer satisfaction.
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4. The guide for the organization as to how the organization would provide products and
services to its customers is called the _________
a) Quality Policy Statement
b) Product and Service Statement
c) Product Statement
d) Service Statement
View Answer
Answer: a
Explanation: The guide for the organization as to how the organization would provide
products and services to its customers is called the Quality Policy Statement. It tells
about the quality goals set up by the organization and its delivery pathway.
5. The quality policy should be written by the CEO and feedback from its employees is
needed.
a) True
b) False
View Answer
Answer: a
Explanation: The quality policy should be written by the CEO and feedback from its
employees is needed. It is used as a guide by the managers to plan their actions. The
quality policy is a guide for everyone in the organization describing the pathway in which
the organization will deliver its products and services.
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6. The quality policy is approved by the __________
a) Quality Improvement Team
b) Quality Council
c) Quality Control Team
d) Quality Assurance Team
View Answer
Answer: b
Explanation: The quality policy is approved by the Quality Council. It is an important

requirement of the ISO 9000 quality systems, the international standard for quality
assurance. The quality policy is a guide for everyone in the organization describing the
pathway in which the organization will deliver its products and services.
7. Which of the following is not a key element of a Mission Statement?
a) Obligation to Stakeholders
b) Scope of the Business
c) View of the Future
d) Quality Policy
View Answer
Answer: d
Explanation: Obligation to Stakeholders, Scope of the Business, Sources of competitive

advantage, and View of the Future are the key elements of a Mission Statement. Quality
Policy of the organization is declared in the Quality Policy Statement.
8. Vision Statement must remain intact even if the market changes.
a) True
b) False
View Answer
Answer: a
Explanation: Vision Statement must remain intact even if the market changes. It
represents the core values the organization would like to have in the future. It describes
what the organization represents and not just what it does.
9. Vision Statement talks about the _______ future of the company and Mission Statement
talks about the organization’s ______ leading to the future.
a) Long term, Present
b) Short term, Future
c) Long term, Future
d) Short term, Present
View Answer
Answer: a
Explanation: Vision Statement talks about the long term future of the company even
though expecting marketing changes. It represents the organization. The Mission
Statement talks about the present leading to the future and represents the functions of an
organization.
10. The ______ and _______ can be together used in daily decision making.
a) Vision Statement, Decision Statement
b) Mission Statement, Decision Statement
c) Vision Statement, Mission Statement
d) Decision Statement, Progress Statement
View Answer
Answer: c
Explanation: The Vision Statement and Mission Statement can be together used in daily
decision making. The organization’s core values need to be followed on a daily basis. It
cannot derail itself from what its functions are and what it represents.
11. An organization gave a declaration on its opening on 16th June 2019 that it wants ‘To
eradicate poverty by 2025’. Which quality statement is it referring to?
a) Vision Statement
View Answer
Answer: a
Explanation: ‘To eradicate poverty by 2025’ is the organization’s vision statement. It
represents the purpose of the existence of the organization in the first place. But it
doesn’t describe the way in which it will achieve it, hence, it is not a Mission Statement.
Also, the vision is to eradicate poverty by 2025.
Cost of Quality – 1
1. The cost associated with NOT producing quality products or services is called ________
a) Cost of Quality
b) Cost of Poor Quality Product
c) Cost of Mistake
d) Cost of Poor Quality Service
View Answer
Answer: a
Explanation: The cost associated with NOT producing quality products or services is
called the Cost of Quality. It is commonly mistaken as the cost associated with producing
quality products or services.
2. Costs associated with improving quality or cost of conformance is called _______
a) Cost of Good Quality
b) Cost of Poor Quality
c) Cost of Improvement
d) Cost of Planning
View Answer
Answer: a
Explanation: Costs associated with improving the quality or cost of conformance is called
the cost of good quality. It is a component of the cost of quality. The cost of quality can be
used as a standard measure to study an organization’s performance.
3. Costs associated with non-conformance or the costs due to poor quality is called ______
a) Cost of Good Quality
b) Cost of Poor Quality
c) Cost of Improvement
d) Cost of Planning
View Answer
Answer: b
Explanation: Costs associated with non-conformance or the costs due to poor quality is
called the cost of poor quality. It is a component of the cost of quality. The cost of quality
is used to understand, analyze, and improve quality performance.
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4. Costs associated with the prevention of non-conformance to requirements is called

_______
a) Prevention Costs
b) Appraisal Costs
c) Internal Failure Costs
d) External Failure Costs
View Answer
Answer: a
Explanation: Costs associated with the prevention of non-conformance to requirements is

called Prevention Costs. It is a type of Cost of Good Quality. Cost of Good Quality is a
component of the Cost of Quality.
5. Costs associated with appraising a product or service for conformance to requirements is

called ______
a) Prevention Costs
b) Appraisal Costs
View Answer
Answer: b
Explanation: Costs associated with appraising a product or service for conformance to

requirements is called Appraisal Costs. It is a type of Cost of Good Quality. Cost of Good
Quality is a component of the Cost of Quality.
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6. Mathematically, the cost of quality equals to _______
a) Prevention Costs + Appraisal Costs + Internal Failure Costs + External Failure Costs
b) Prevention Costs + Appraisal Costs + Internal Failure Costs – External Failure Costs
c) Prevention Costs + Appraisal Costs + Internal Failure Costs * External Failure Costs
d) Prevention Costs – Appraisal Costs + Internal Failure Costs + External Failure Costs
View Answer
Answer: a
Explanation: Mathematically, the cost of quality equals to Prevention Costs + Appraisal

Costs + Internal Failure Costs + External Failure Costs. Prevention Costs and Appraisal
Costs belong to the Cost of Good Quality. Internal Failure Costs and External Failure
Costs belong to the Cost of Poor Quality.
7. Which of the following does not belong to Prevention Costs?
a) Marketing research
b) Customer/User perception surveys
c) Design quality progress reviews
d) Lost sales
View Answer
Answer: d
Explanation: Marketing research, Customer/User perception surveys, and Design quality

progress reviews fall under the category of Prevention Costs. Lost sales fall under the
category of External Failure Costs.
8. Which of the following does not belong to Prevention Costs?
a) Design support activities
b) Product design qualification test
c) Service design qualification
d) Downgraded end-product or service
View Answer
Answer: d
Explanation: Design support activities, Product design qualification test, and Service
design qualification fall under the category of Prevention Costs. Downgraded end-product
or service fall under the category of Internal Failure Costs.
9. Which of the following does not belong to Internal Failure Costs?
a) Rework due to Design Changes
b) Scrap due to Design Changes
c) Design Corrective Action
d) Returned Goods
View Answer
Answer: d
Explanation: Rework, Scrap and Design Corrective Action fall under the category of
Internal Failure Costs. Returned Goods fall under the category of External Failure Costs.
Internal and External Failure Costs fall under the category of Cost of Poor Quality.
10. Which of the following does not belong to Internal Failure Costs?
a) Uncontrolled Material Losses
b) Purchased Material Replacement Costs
c) Re-inspection / Retest Costs
d) Supplier Reviews
View Answer
Answer: d
Explanation: Uncontrolled material losses, Purchased material replacement costs,

Re-inspection / Retest Costs fall under the category of Internal Failure Costs. Supplier
reviews fall under the category of Prevention Costs.
11. Which of the following does not belong to External Failure Costs?
a) Complaint investigations
b) Warranty claims
c) Liability costs
d) Supplier quality planning
View Answer
Answer: d
Explanation: Complaint investigations, Warranty claims, and Liability costs fall under the
category of External Failure Costs. Supplier Quality Planning falls under the category of
Prevention Costs.
12. Quality improvement, Quality education, and Quality performance reporting fall under
the category of _______
a) Appraisal Costs
b) Prevention Costs
View Answer
Answer: b
Explanation: Quality improvement, Quality education, and Quality performance reporting

fall under the category of Prevention Costs. Prevention costs fall under the category of
Cost of Good Quality.
13. Retrofit costs fall under the category of _______

a) Appraisal Costs
b) Prevention Costs
View Answer
Answer: d
Explanation: Retrofit costs fall under the category of External Failure Costs. Retrofit
means to add a component or accessory to something that did not have it when it was
manufactured. External Failure Costs fall under the category of Cost of Poor Quality.
14. Receiving or incoming inspections and tests fall under the category of ______
a) Purchasing Appraisal Costs
b) Operations Appraisal Costs
c) External Appraisal Costs
View Answer
Answer: a
Explanation: Receiving or incoming inspections and tests fall under the category of
Purchasing Appraisal Costs. Appraisal Costs fall under the category of Cost of Good
Quality. Cost of Good Quality and Cost of Poor Quality are the two categories of Cost of
Quality.
15. Evaluation of field stock and spare parts fall under the category of ______
a) Purchasing Appraisal Costs

b) Operations Appraisal Costs
c) External Appraisal Costs
View Answer
Answer: c
Explanation: Evaluation of field stock and spare parts fall under the category of External
Appraisal Costs. Special product evaluations and Field performance evaluations also fall
under the category of External Appraisal Costs.
Cost of Quality – 2
1. Quality cost per hour direct labor is called ________
a) Labor base index
b) Cost base index
c) Sales base index
d) Unit base index
View Answer
Answer: a
Explanation: The quality cost per hour direct labor is called the Labor base index. Bases
used to compare with quality costs are labor base, production base, sales base, and unit
base. Quality cost bases are used for measuring quality costs.
2. Quality cost per rupee of production cost is called _______
a) Labor base index

b) Cost base index
c) Sales base index
d) Production base index
View Answer
Answer: b
Explanation: The quality cost per rupee of production cost is called the Cost base index.
Bases used to compare with quality costs are labor base, production base, sales base,
and unit base. Quality cost bases are used for measuring quality costs.
3. Quality cost per rupee of net sales is called _______
a) Labor base index
b) Rupee base index
c) Sales base index
d) Unit base index
View Answer
Answer: c
Explanation: The quality cost per rupee of net sales is called the Sales base index. Bases
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4. Quality cost per unit of production is called _______
a) Labor base index

b) Rupee base index
c) Sales base index
d) Unit base index
View Answer
Answer: d
Explanation: The quality cost per unit of production is called the Unit base index. Bases
5. Timesheets, schedules and minutes of meetings are important sources for

collecting/reporting quality costs in an organization.
a) True
b) False
View Answer
Answer: a
Explanation: Timesheets, schedules and minutes of meetings are important sources for
collecting/reporting quality costs in an organization. They form a part of the quality cost
collection.
Check this: Mechanical Engineering MCQs | Aeronautical Engineering MCQs
6. Expense reports, credit and debit memos and cost estimates are important sources for
collecting/reporting quality costs in an organization.
a) True
b) False
View Answer
Answer: a
Explanation: Expense reports, credit and debit memos and cost estimates are important
sources for collecting/reporting quality costs in an organization. They form a part of the
quality cost collection.
7. What is the other name of intangible costs?
a) Hidden Costs
b) Prevention Costs
c) Appraisal Costs
d) Internal Failure Costs
View Answer
Answer: a
Explanation: The other name of intangible costs is Hidden Costs. They are the cost
associated with providing a non-conforming product or service to a customer that is
difficult to identify and quantify.
8. Which of the following does not fall under the category of Hidden Costs?
a) Potential loss sales
b) Loss of customer goodwill
c) Offsetting customer dissatisfaction
d) Marketing research
View Answer
Answer: d
Explanation: Potential loss sales, Loss of customer goodwill and Offsetting customer
dissatisfaction fall under the category of Hidden Costs. Some of the other hidden costs
are customer dissatisfaction cost and loss of company image.
9. Which of the following describes best Juran’s model of optimum quality costs?
a) It includes costs of internal and external failures curve, costs of appraisal and prevention
curve and total quality costs curve
b) It includes costs of internal and external failures curve and costs of appraisal and
prevention curve
c) It includes costs of internal and external failures curve and total quality costs curve
d) It includes costs of appraisal and prevention curve and total quality costs curve
View Answer
Answer: a
Explanation: It includes costs of internal and external failures curve, costs of appraisal
and prevention curve and total quality costs curve. Juran’s model indicates that 100%
quality is very effective and that always there must be some defects.
10. The commonly used techniques for measuring quality costs are __________
a) Trend analysis and Pareto analysis
b) Trend analysis only
c) Pareto analysis only
d) Trigonometry
View Answer
Answer: a
Explanation: The commonly used techniques for measuring quality costs are Trend
analysis and Pareto analysis. The aim of these techniques is to determine opportunities
for quality improvemen

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Basic Concepts of Quality and TQM

total Quality Management Questions and Answers –

a) Markets have become more competitive

b) Quality provides sustained performance

c) Quality provides customer satisfaction

d) It is the trend nowadays to introduce quality

a) To sell the washing machine

b) To buy a new washing machine

d) To lease the washing machine

4. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)

7. What does the abbreviation A.S.Q stand for?

a) American Society for Quality

b) American Standard of Quality

c) Asian Society for Quality

d) Asian Standard for Quality

8. According to Deming’s Quality Chain Reaction, quality improvement results in decreased

14. Choose the incorrect statement related to quality improvement.

b) Leads to greater uniformity of product

c) Increases output with lowered cost

d) Increases machine time

Explanation: Quality improvement reduces rework. It leads to greater uniformity of

a) The organization has ensured that customer satisfaction is retained

d) The customer forced them to rectify the defect

total Quality Management Questions and Answers –

a) Fuel consumption of a vehicle

c) The owner of the product

d) The viscosity of a chemical

Explanation: Fuel consumption of a vehicle, dimensions of a mechanical component, the

7. Someone who receives or is affected by the product or process is called a _______

Explanation: The customer is someone who receives or is affected by the product or

8. The two types of customers are ______ and ______

a) Clients/end users who buy the product

b) Government regulatory bodies

a) The manufacturer failed to satisfy the implied need of the product

b) The manufacturer failed to impress his boss

c) The manufacturer failed to maintain the reputation of the company

d) The manufacturer failed to impress his supplier

15. Which of the following is not a measure of Product Deficiency?

d) Mass of the mobile phone

Explanation: A product deficiency is a product failure that results in product

Dimensions of Product Quality – 1

b) There is a failure because the upper limit is below 30.02 mm

c) There is a failure because the lower limit is below 29.98 mm

d) We cannot comment on the failure of the dimensions of the manufactured product

Explanation: Features are the secondary characteristics of a product. Here, camera,

a) It should boil water efficiently

b) It should indicate the pouring temperature of the water

c) It should be red in color

d) It should be white in color

Dimensions of Service Quality

Explanation: Reliability as a dimension of ‘service quality’ focuses on the authenticity of

d) Asking the boss of the company

a) Customer expectations change over a period of time

b) Different customers can have different expectations

c) Customer expectations do not change at all

Explanation: Customer expectations change over a period of time and different

a) Company P is more competent than Company Q

b) Company Q is more competent than Company P

c) Company P is at the same level as Company Q in terms of competency

d) Competency cannot be compared

c) The service looks attractive

Explanation: Every successful organization has always focused on credibility. Credibility

b) Accessibility and Convenience

8. The two types of customers are and