Chapter One

Quality & TQM

1- Total Quality Management (TQM) emerged as a prominent management

approach for which reason?
a) To improve manufacturing processes
b) To enhance competitive advantage
c) To reduce operational costs
d) To simplify organizational structure

?What does TQM focus on as a key priority -2

a) Customer satisfaction
b) Short-term profits
c) Product innovation
d) Vertical integration

3- TQM was first introduced as a term by whom?

a) Japanese Scientists and Engineers
b) The US Navy
c) British Standards Institution
d) Jablonski

4- Which of the following is NOT considered a key element of TQM?

a) Employee empowerment
b) Continuous improvement
c) Centralized authority
d) Work teams
5- The goal of TQM is to fulfill the needs of which stakeholders?
a) Employees
b) Customers
c) Shareholders
d) Suppliers

6- What was the first stage in the evolution of TQM concepts?

a) Quality assurance
b) Quality inspection
c) Quality circles
d) Zero defects

7- Who introduced the concept of statistical quality control in Japan?

a) Joseph Juran
b) Philip Crosby
c) Edward Deming
d) Armand Feigenbaum

8- What drove the spread of quality standards from Japan to America and Europe?
a) Military industry needs
b) Government regulations
c) Competitive pressures
d) Consumer preferences

9- What is one potential downside of implementing TQM?

a) Higher costs
b) Slower reactions to change
c) Resistance from employees
d) Reduced customer loyalty

10- What concept did Philip Crosby introduce regarding quality management?
a) Quality circles
b) Statistical process control
c) Zero defects
d) Continuous improvement

11- What is one benefit of successful TQM implementation?

a) Higher turnover rates
b) Increased waste
c) Faster reactions to change
d) Lower customer loyalty

12- What was the first national quality award established?

a) Malcolm Baldrige Award
b) European Excellence Award
c) Deming Award
d) Taguchi Award

13- What is one disadvantage of implementing TQM?

a) Improved quality
b) Increased costs
c) Loss of skilled employees
d) Stronger supplier relationships
14- Which business function does TQM NOT directly impact?
a) Production
b) Marketing
c) Distribution
d) Legal

15- Who is known as the father of quality management in Japan?

a) Philip Crosby
b) Armand Feigenbaum
c) Edward Deming
d) Joseph Juran

16- What was Deming's focus on improving quality in manufacturing?

a) Statistical process control
b) Eliminating defects
c) Quality circles
d) Robust design

17- What was the Deming Cycle designed to illustrate?

a) Continuous improvement
b) Cost reduction
c) Process auditing
d) Strategic planning

18- What is the Deming Prize named after?

a) W. Edwards Deming
b) Walter Shewhart
c) Douglas MacArthur
d) Henry Ford

19- What was Deming's 85/15 Principle about?

a) Quality control tools
b) Performance ratios
c) Error causation
d) Cost allocation

20- Which of Deming's "Seven Deadly Diseases" dealt with short-term thinking?
a) Lack of constancy of purpose
b) Performance appraisals
c) Excessive medical costs
d) Staff turnover

21- Who developed the "Quality Trilogy" framework?

a) Philip Crosby
b) Genichi Taguchi
c) Joseph Juran
d) Kaoru Ishikawa

22- What are the three components of Juran's Quality Trilogy?

a) Design, Audit, Improve
b) Plan, Do, Check
c) Evaluate, Implement, Sustain
d) Plan, Control, Improve
23- What pioneering concept did Philip Crosby introduce?
a) Six Sigma
b) Lean manufacturing
c) Zero defects
d) Quality culture

24- What is Crosby's view regarding the cost of quality?

a) Quality adds hidden costs
b) Prevention is not cost-effective
c) Appraisal and prevention are free
d) Failure costs are opportunities

25- Who first introduced the concept of total quality control?

a) W. Edwards Deming
b) Armand Feigenbaum
c) Joseph Juran
d) Kaoru Ishikawa

26- What did Feigenbaum stress regarding quality responsibility?

a) Senior management ownership
b) Supplier quality control
c) Worker empowerment
d) Customer-focused

27- What tool did Kaoru Ishikawa pioneer?

a) Control charts
b) Pareto charts
c) Scatter diagrams
d) Cause-and-effect diagrams

28- When did Ishikawa publish his quality control guidebook?

a) 1956
b) 1961
c) 1972
d) 1984

29- What is Ishikawa's diagram useful for determining?

a) Process capability
b) Failure root causes
c) Sampling risks
d) Prediction intervals

30- What was Genichi Taguchi known for applying?

a) Acceptance sampling
b) Statistical engineering
c) Robust design
d) ANOVA

31- What is Taguchi's approach to product design called?

a) Acceptance quality control
b) Offline quality control
c) Experimental design
d) Variance reduction
32- What is Taguchi's main focus regarding product quality?
a) Inspection efficiency
b) Process documentation
c) Design optimization
d) Cycle time reduction

33- What is the purpose of Deming's Seven Deadly Diseases?

a) To identify pitfalls
b) To analyze symptoms
c) To select metrics
d) To implement controls

34- Which disease referred to lack of long-term vision?

a) Too much staff turnover
b) Performance appraisals
c) No consumer focus
d) Lack of constancy of purpose

35- What is Deming's 85/15 Principle an example of?

a) Ranking model
b) Central limit theorem
c) Pareto principle
d) Acceptance sampling

36- What does Juran's trilogy illustrate?

a) Continuous assessment
b) Systematic improvement
c) Cultural transition
d) Integrated planning

37- What is Crosby's view of the cost of quality?

a) Prevention is not free
b) Price of nonconformance
c) Failure costs are hidden
d) Prevention eliminates appraisal

38- How did Feigenbaum define total quality?

a) Zero defects
b) Statistical control
c) Companywide commitment
d) Meeting specifications

39- What is the purpose of Ishikawa's cause-and-effect diagram?

a) To illustrate correlations
b) To show process flows
c) To track macro trends
d) To determine root causes

40- What is Taguchi best known for pioneering?

a) Acceptance sampling
b) Quality culture
c) Robust engineering
d) Design for Six Sigma
41- What method did Deming teach Japanese engineers?
a) Acceptance sampling
b) Statistical process control
c) Six Sigma
d) Lean manufacturing

42- What element is key in Juran's quality planning?

a) Benchmarking
b) Process design
c) Failure analysis
d) Staff training

43- What does Crosby equate zero defects to?

a) Process capability
b) Shewhart's theory
c) Measurement system
d) Acceptable quality

44- How did Taguchi advance quality management?

a) By cultural change
b) Through leadership
c) With technical methods
d) Using behavioral science