Chapter 1.

Main points:

Main ideas about Total Quality Management (TQM) from the chapter:
• TQM is a management philosophy that focuses on delivering high quality
products and services through continuous improvement. It emphasizes total
involvement from all employees and meeting customer expectations.
• There are different definitions of quality based on transcendence, product
features, user needs, manufacturing specifications, and value.
• The key elements of TQM are: total involvement from all employees, meeting
customer needs, continuous improvement, process management, and factual
decision making.
• The history of modern quality management traces back to medieval guilds, the
industrial revolution, World War II, and the quality revolution in Japan after
WWII.
• Influential quality experts known as "gurus" emerged, starting with Americans
like Deming, Juran, and Feigenbaum who brought quality ideas to Japan in the
1950s.
• Important Japanese gurus include Ishikawa, Shingo, and Taguchi who developed
key quality concepts and tools.
• Western gurus like Crosby and Peters built on their work and emphasized
leadership, continuous improvement, and customer focus as central to quality.

Multiple-Choice Questions
1. Which of the following is NOT one of the key definitions of quality?
A) Fitness for use
B) Having zero defects
C) Exceeding customer needs
D) Conformance to requirements
2. What does TQM stand for?
A) Total Quality Management
B) Top Quality Method
C) The Quality Model
D) Total Quantitative Management
3. Which quality guru introduced the concept of "Quality is Free"?
A) Joseph Juran
B) Philip Crosby
C) W. Edwards Deming
D) Armand Feigenbaum
4. What are the three key words in the term Total Quality Management?
A) Total, Quality, Control
B) Overall, Excellence, Handling
C) Total, Quality, Management
D) Complete, Defect-free, Leadership
5. Which quality guru introduced the PDCA (Plan-Do-Check-Act) cycle?
A) W. Edwards Deming
B) Joseph M. Juran
C) Philip Crosby
D) Kaoru Ishikawa
6. Which of the following is NOT one of Deming's 14 principles?
A) Adopt the new philosophy of quality
B) Rely on early inspection to catch defects
C) Institute training and education
D) Break down barriers between departments
7. What is a key idea from Joseph Juran about quality management?
A) Quality leadership from top management
B) Empowering production workers
C) Using statistical tools and data
D) Building quality into product design
8. Who developed the concept of Six Sigma?
A) Bill Smith
B) W. Edwards Deming
C) Joseph Juran
D) Philip Crosby
9. What quality tool helps to visually display causes of a problem or defect?
A) Scatter diagram
B) Control chart
C) Check sheet
D) Ishikawa diagram
10. Which pioneer created the concept of poka-yoke or mistake-proofing?
A) Genichi Taguchi
B) Armand Feigenbaum
C) Shigeo Shingo
D) Tom Peters
11. What revolution led to the factory production system and division of labor?
A) The industrial revolution
B) The quality revolution
C) The digital revolution
D) The management revolution
12. Which country did W. Edwards Deming and Joseph Juran originally bring quality
management ideas to after World War 2?
A) Germany
B) Britain
C) Japan
D) United States
13. Who originated the concept of Total Quality Control (TQC)?
A) Kaoru Ishikawa
B) Armand Feigenbaum
C) W. Edwards Deming
D) Joseph M. Juran
14. Which quality guru promoted a systemic viewpoint to company-wide quality
control?
A) Genichi Taguchi
B) Kaoru Ishikawa
C) Philip Crosby
D) Joseph M. Juran
15. What are Ishikawa's seven basic tools of quality control?
A) Just-in-time, poka-yoke, SMED
B) Scatter plots, histograms, check sheets
C) Surveys, interviews, focus groups
D) Lean, Six Sigma, TQM
16. Who developed the quality improvement process based on conformance,
prevention, zero defects, and price of nonconformance?
A) Armand Feigenbaum
B) Kaoru Ishikawa
C) Philip Crosby
D) Genichi Taguchi
17. What key idea about quality did Crosby emphasize?
A) Customer satisfaction
B) Continuous improvement
C) Zero defects
D) Prevention over inspection
18. Who first defined quality as "fitness for use"?
A) Joseph M. Juran
B) Armand Feigenbaum
C) W. Edwards Deming
D) Philip Crosby
19. What system did Shigeo Shingo develop to reduce equipment set up times?
A) Just-in-time
B) Poka-yoke
C) Single minute exchange of die
D) Lean manufacturing
20. Who proposed improving product design to make it robust against variation?
A) Kaoru Ishikawa
B) Genichi Taguchi
C) Armand Feigenbaum
D) W. Edwards Deming
21. Which quality guru promoted managing by walking around (MBWA)?
A) W. Edwards Deming
B) Joseph M. Juran
C) Tom Peters
D) Philip Crosby
22. Which quality management concept aims for 3.4 defects per million
opportunities?
A) Lean Six Sigma
B) Zero defects
C) Total quality control
D) Poka-yoke
23. What permitted the specialization of labor that enabled the industrial revolution?
A) Assembly lines
B) Interchangeable parts
C) Scientific management
D) Automation
24. What period saw the establishment of guilds that supervised quality standards
for skilled trades?
A) Middle Ages
B) Renaissance
C) Industrial revolution
D) World War II era
25. Statistical tools were originally developed for which application?
A) Manufacturing
B) Scientific research
C) Quality inspection
D) Process control
26. Who wrote the book Out of the Crisis about management principles for quality?
A) Armand Feigenbaum
B) W. Edwards Deming
C) Joseph M. Juran
D) Philip Crosby
27. What key idea did Tom Peters emphasize for quality and leadership?
A) Employee training
B) Customer focus
C) Statistical control
D) Robust design
28. Which quality guru introduced the Pareto chart and cause-and-effect diagram?
A) Kaoru Ishikawa
B) Genichi Taguchi
C) Tom Peters
D) Philip Crosby
29. What motivated Japan to revolutionize its approach to quality after World War
2?
A) Competition from the US
B) Pressure from occupying forces
C) Need to rebuild industry
D) Desire to export goods
30. Which quality guru promoted the concept of "Right first time"?
A) Armand Feigenbaum
B) Philip Crosby
C) W. Edwards Deming
D) Joseph Juran

Key:
1. C) Exceeding customer needs is not one of the key definitions of quality. The
main definitions are fitness for use, zero defects, conformance to requirements,
and value.
2. A) TQM stands for Total Quality Management.
3. B) Philip Crosby introduced the idea that quality is free.
4. C) The three key words in Total Quality Management are Total, Quality, and
Management.
5. A) W. Edwards Deming introduced the Plan-Do-Check-Act (PDCA) cycle for quality
improvement.
6. B) Relying on inspection is not one of Deming's 14 principles. He advocated
building quality into processes.
7. A) A key idea from Juran is quality leadership and commitment from top
management.
8. A) Bill Smith developed the Six Sigma methodology at Motorola.
9. D) An Ishikawa diagram shows potential causes of a problem or defect.
10. C) Shigeo Shingo created the poka-yoke or mistake-proofing concept.
11. A) The industrial revolution enabled mass production in factories.
12. C) Deming and Juran brought quality ideas to Japan after WWII.
13. B) Feigenbaum originated the concept of total quality control (TQC).
 14. B) Ishikawa promoted quality control across the whole company.
15. B) Ishikawa's quality tools include histograms, scatter plots, and check sheets.
16. C) Crosby developed the quality process focusing on conformance, prevention,
zero defects, and price of nonconformance.
17. C) A key idea Crosby emphasized was zero defects.
18. A) Juran defined quality as fitness for use.
19. C) Shigeo Shingo invented single minute exchange of die (SMED) to reduce
changeover times.
20. B) Taguchi advocated robust product design.
21. C) Tom Peters promoted managing by walking around (MBWA).
22. A) Lean Six Sigma aims for 3.4 defects per million.
23. B) Interchangeable parts enabled specialization in the industrial revolution.
24. A) Guilds in the Middle Ages oversaw quality in skilled trades.
25. D) Statistical tools were developed for process control.
26. B) Deming wrote Out of the Crisis about quality management.
27. B) Peters emphasized customer focus for quality.
28. A) Ishikawa introduced the Pareto chart and cause-and-effect diagram.
29. D) Japan wanted to build quality goods for export after WWII.
30. B) Crosby promoted the idea of "Right first time" quality.

Chapter 2:

Main points:
Cost of Quality:
• Quality costs are the costs associated with not achieving quality in products and
services. This includes the cost of poor quality as well as the cost of good quality.
• Quality costs can be a significant amount, estimated at 25% of costs in
manufacturing and 35% in service industries. Understanding quality costs enables
 companies to identify hidden costs and opportunities to reduce unnecessary
costs.
• The main categories of quality costs are:
1. Prevention costs - incurred to prevent defects such as quality planning, training,
product design, process control, etc.
2. Appraisal costs - incurred to evaluate product quality like testing, inspection,
audits, equipment maintenance, etc.
3. Internal failure costs - incurred after products are made but found to be defective
before delivery like scrap, rework, repairs, downtime, etc.
4. External failure costs - incurred after products are delivered due to poor quality
like returns, complaints, warranty claims, lost sales.
• Tracking quality costs highlights the cost of poor quality and encourages investing
in prevention to avoid failure costs later. It helps set improvement targets and
priorities.
• Difficulties in using quality costs include collecting accurate data across
departments, ensuring it provides actionable insights, and avoiding manipulation.
Careful design of the quality costing system and data analysis is important.
• Prevention is the most effective approach to avoid quality costs, but requires
management commitment and individual responsibility at all levels to collect
data and take action. The 1-10-100 rule illustrates that prevention yields a 10x or
100x return versus finding defects later.
• Quality improvement and productivity gains are linked, as better quality reduces
rework, waste and customer dissatisfaction. The costs to improve quality are
often small compared to the gains.
In summary, quality costs are a useful metric to understand the financial impact of
quality and drive preventive action, provided the system is carefully designed and
implemented with strong management support. Tracking and reducing quality costs
leads to higher customer satisfaction.
Multiple-Choice Questions
1. What percentage of costs are estimated to be quality costs in manufacturing?
A) 10%
B) 15%
C) 25%
D) 50%
2. Which is NOT one of the main categories of quality costs?
A) Prevention
B) Appraisal
C) Maintenance
D) Internal failure
3. What type of cost would training employees on quality procedures be?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
4. Inspection of incoming materials would fall under which quality cost category?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
5. Costs from products breaking after delivery to customers would be which type of
quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
6. Which quality cost category aims to prevent defects in the first place?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
7. Which quality cost category leads to the highest costs if defects are found late?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
8. What is a benefit of tracking quality costs?
A) Justifying investment in prevention
B) Identifying improvement priorities
C) Setting cost reduction targets
D) All of the above
9. Which founder promoted the idea that quality is free?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
10. The 1-10-100 rule states that $1 in which activity saves $10 in the next and $100
in the last?
A) Appraisal, prevention, failure
B) Failure, appraisal, prevention
C) Prevention, appraisal, failure
D) Failure, prevention, appraisal
11. Who originated the concept of total quality control (TQC)?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
12. What barriers may exist to implementing quality costing?
A) Collecting accurate data
B) Providing specific actions
C) Avoiding manipulation
D) All of the above
13. Who first categorized quality costs into prevention, appraisal, and failure?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
14. Process downtime to address defects would be which type of quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
15. Increasing inspection to catch defects is which approach to quality?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
16. Which choice describes prevention costs?
A) Costs to inspect finished goods
B) Costs of defects after delivery
C) Costs to plan and design quality into the product
D) Costs of defects found before delivery
17. Quality costing provides data to support which initiative?
A) ISO 9000
B) Six Sigma
C) Lean manufacturing
D) Overall equipment effectiveness
18. Who promoted the idea that improving quality can increase productivity?
A) Crosby
B) Deming
C) Juran
D) Feigenbaum
19. External failure costs occur:
A) Before product is made
B) During production
C) Before product is delivered
D) After product is delivered
20. Prevention costs ___________________ than failure costs.
A) are higher
B) are lower
C) equal
D) cannot compare
21. Rework to fix defects is which type of quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
22. Which choice is NOT a prevention cost?
A) Quality audits
B) Prototype testing
C) Process downtime
D) Product design
 23. The cost of quality model was pioneered by:
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
24. Who promoted the idea of "quality is free"?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
25. Appraisal costs include:
A) Inspection
B) Testing
C) Audits
D) All of the above
26. Failure costs are _____________ than prevention costs.
A) higher
B) lower
C) the same as
D) unrelated to
27. Quality costing helps to:
A) Identify improvement priorities
B) Track prevention effectiveness
C) Make decisions objectively
D) All of the above
28. Internal failure costs occur:
A) Before production
B) During production
C) At delivery to customer
D) After delivery to customer
29. What quality tool helps visualize the cost ratio between prevention, appraisal and
failure?
A) Scatter diagram
B) Control chart
C) Checklist
D) Cost of quality model
30. Difficulties in using quality costs include:
A) Collecting accurate data
B) Lack of management belief
C) Short term manipulation
D) All of the above
1. What percentage of costs are estimated to be quality costs in manufacturing?
A) 10%
B) 15%
C) 25%
D) 50%
2. Which is NOT one of the main categories of quality costs?
A) Prevention
B) Appraisal
C) Maintenance
D) Internal failure
3. What type of cost would training employees on quality procedures be?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
4. Inspection of incoming materials would fall under which quality cost category?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
5. Costs from products breaking after delivery to customers would be which type of
quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
6. Which quality cost category aims to prevent defects in the first place?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
7. Which quality cost category leads to the highest costs if defects are found late?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
8. What is a benefit of tracking quality costs?
A) Justifying investment in prevention
B) Identifying improvement priorities
C) Setting cost reduction targets
D) All of the above
9. Which founder promoted the idea that quality is free?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
10. The 1-10-100 rule states that $1 in which activity saves $10 in the next and $100
in the last?
A) Appraisal, prevention, failure
B) Failure, appraisal, prevention
C) Prevention, appraisal, failure
D) Failure, prevention, appraisal
11. Who originated the concept of total quality control (TQC)?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
12. What barriers may exist to implementing quality costing?
A) Collecting accurate data
B) Providing specific actions
C) Avoiding manipulation
D) All of the above
13. Who first categorized quality costs into prevention, appraisal, and failure?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
14. Process downtime to address defects would be which type of quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
15. Increasing inspection to catch defects is which approach to quality?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
16. Which choice describes prevention costs?
A) Costs to inspect finished goods
B) Costs of defects after delivery
C) Costs to plan and design quality into the product
D) Costs of defects found before delivery
17. Quality costing provides data to support which initiative?
A) ISO 9000
B) Six Sigma
C) Lean manufacturing
D) Overall equipment effectiveness
18. Who promoted the idea that improving quality can increase productivity?
A) Crosby
B) Deming
C) Juran
D) Feigenbaum
19. External failure costs occur:
A) Before product is made
B) During production
C) Before product is delivered
D) After product is delivered
20. Prevention costs ___________________ than failure costs.
A) are higher
B) are lower
C) equal
D) cannot compare
 21. Rework to fix defects is which type of quality cost?
A) Prevention
B) Appraisal
C) Internal failure
D) External failure
22. Which choice is NOT a prevention cost?
A) Quality audits
B) Prototype testing
C) Process downtime
D) Product design
23. The cost of quality model was pioneered by:
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
24. Who promoted the idea of "quality is free"?
A) Deming
B) Juran
C) Crosby
D) Feigenbaum
25. Appraisal costs include:
A) Inspection
B) Testing
C) Audits
D) All of the above
26. Failure costs are _____________ than prevention costs.
A) higher
B) lower
C) the same as
D) unrelated to
27. Quality costing helps to:
A) Identify improvement priorities
B) Track prevention effectiveness
C) Make decisions objectively
D) All of the above
28. Internal failure costs occur:
A) Before production
B) During production
C) At delivery to customer
D) After delivery to customer
29. What quality tool helps visualize the cost ratio between prevention, appraisal and
failure?
A) Scatter diagram
B) Control chart
C) Checklist
D) Cost of quality model
30. Difficulties in using quality costs include:
A) Collecting accurate data
B) Lack of management belief
C) Short term manipulation
D) All of the above

Key
1. C - Quality costs are estimated to be 25% of costs in manufacturing.
2. C - Maintenance is not one of the main quality cost categories.
3. A - Training employees on quality is a prevention cost.
 4. B - Inspection of incoming materials is an appraisal cost.
5. D - Costs after delivery due to defects are external failure costs.
6. A - Prevention costs aim to stop defects before they occur.
7. D - External failure costs are the highest if defects are found late.
8. D - All of the choices are benefits of tracking quality costs.
9. C - Crosby promoted the idea that quality is free.
10. C - The 1-10-100 rule states prevention saves 10x appraisal and 100x failure costs.
11. D - Feigenbaum originated the total quality control (TQC) concept.
12. D - All the choices are potential barriers to quality costing.
13. D - Feigenbaum first categorized quality costs this way.
14. C - Process downtime to fix defects is an internal failure cost.
15. B - Increasing inspection is an appraisal approach to quality.
16. C - Prevention costs plan and design in quality upfront.
17. A - Quality cost data supports ISO 9000 quality systems.
18. C - Juran promoted the link between quality and productivity.
19. D - External failure costs happen after product delivery.
20. B - Prevention costs are lower than failure costs.
21. C - Rework to fix defects is an internal failure cost.
22. C - Process downtime is an internal failure, not prevention, cost.
23. D - Feigenbaum pioneered the cost of quality model.
24. C - Crosby promoted the idea of "quality is free."
25. D - Inspection, testing, and audits are appraisal costs.
26. B - Failure costs are lower than prevention costs.
27. D - All choices are benefits of quality costing.
28. B - Internal failures occur during production.
29. D - The cost of quality model shows the cost ratio.
30. D - All choices are difficulties in using quality costs.

Chapter 3 (flowchart, check sheet, histogram)

Main points:

• Statistical process control (SPC) monitors process variability to detect

special/assignable causes needing correction. Variability exists in every process
from common causes and special causes.
• Common causes lead to natural process variation that follows a probability
distribution. If variation is within acceptable limits, the process is "in control."
• Special or assignable causes are variations traced to a specific reason. The goal is
to detect assignable causes and eliminate the bad ones and incorporate the good
ones.
• There are two main types of data - variables (measurements) and attributes
(defect counts). Variables can take any real value while attributes classify as
good/bad.
• Seven basic quality control tools: flowchart, check sheet, histogram, Pareto chart,
scatter diagram, cause-effect diagram, control chart.
• Flowcharts graphically represent process steps. Check sheets systematically
collect data for analysis. Histograms depict data distributions without time order.
• Pareto charts identify vital few causes. Scatter diagrams show relationships
between variables. Cause-effect diagrams link problems to root causes. Control
charts monitor process stability.

Multiple-Choice Questions
1. What does SPC stand for?
A) Statistical Process Control
B) Special Process Charting
C) Sample Process Capability
D) Standard Process Compliance
2. What does natural process variation refer to?
A) Expected variation from common causes
B) Unexpected changes needing investigation
C) Variation within specification limits
D) Ongoing improvement in the process
3. What are the two main types of data used in SPC?
A) Continuous and intermittent
B) Qualitative and quantitative
C) Variables and attributes
D) Samples and populations
4. Which type of data is measured on a continuous scale?
A) Attributes
B) Variables
C) Subclasses
D) Stratifications
5. Which type of data classifies items as good/bad or counts defects?
A) Attributes
B) Variables
C) Quantities
D) Measurements
6. If process variation falls within acceptable limits, the process is said to be:
A) Capable
B) Centered
C) Controlled
D) In control
7. Variation traced to a specific cause is known as:
A) Natural cause
B) Common cause
C) Chance cause
D) Assignable cause
8. Which quality tool graphically represents process steps?
A) Check sheet
B) Histogram
C) Flowchart
D) Scatter diagram
9. Which tool systematically collects data for analysis?
A) Pareto chart
B) Control chart
C) Check sheet
D) Histogram
10. Which tool depicts the distribution of a data set?
A) Check sheet
B) Flowchart
C) Histogram
D) Scatter diagram
11. Which tool identifies the vital few causes of problems?
A) Check sheet
B) Flowchart
C) Histogram
D) Pareto chart
12. Which tool displays the correlation between two variables?
A) Check sheet
B) Flowchart
C) Histogram
D) Scatter diagram
13. Which tool links problems to their root causes?
A) Check sheet
B) Flowchart
C) Scatter diagram
D) Cause-effect diagram
 14. Which tool monitors process stability?
A) Check sheet
B) Flowchart
C) Histogram
D) Control chart
15. Which quality tool is used to understand process steps?
A) Check sheet
B) Flowchart
C) Histogram
D) Scatter diagram
16. Which quality tool collects data for analysis?
A) Flowchart
B) Histogram
C) Check sheet
D) Control chart
17. Which quality tool displays the distribution of a data set?
A) Check sheet
B) Flowchart
C) Histogram
D) Control chart
18. Which quality tool identifies the vital few causes?
A) Check sheet
B) Flowchart
C) Histogram
D) Pareto chart
19. Which quality tool shows correlation between variables?
A) Check sheet
B) Flowchart
C) Histogram
D) Scatter diagram
20. Which quality tool links causes to effects?
A) Check sheet
B) Flowchart
C) Histogram
D) Cause-effect diagram
21. Control charts monitor the _______ of a process.
A) Inputs
B) Outputs
C) Steps
D) Stability
22. Common cause variation comes from the ____ of the process.
A) Steps
B) Age
C) Inputs
D) Nature
23. Assignable cause variation should be _______.
A) Explored
B) Allowed
C) Increased
D) Eliminated
24. Variables data is measured on a ________ scale.
A) Categorical
B) Continuous
C) Binary
D) Ordinal
25. Attribute data classifies items into ________.
A) Categories
B) Quantities
C) Measurements
D) Populations
26. Control charts plot the _______ from samples.
A) Maximum
B) Range
C) Statistic
D) Distribution
27. A process is in control when variation is _______.
A) Minimal
B) Expected
C) Surprising
D) Unacceptable
28. Common cause variation follows a ________.
A) Time order
B) Probability distribution
C) Pattern
D) Sequence
29. Check sheets collect data ________.
A) Randomly
B) Sequentially
C) Systematically
D) Infrequently
30. Flowcharts show process _______ graphically.
A) Inputs
B) Outputs
C) Steps
D) Measures
Key
1. A - SPC stands for Statistical Process Control.
2. A - Natural process variation refers to the expected variation from common
causes.
3. C - The two main types of data in SPC are variables and attributes.
4. B - Variables data is measured on a continuous scale.
5. A - Attribute data classifies items as good/bad or counts defects.
6. D - If process variation is within acceptable limits, it is said to be in control.
7. D - Variation traced to a specific cause is known as an assignable cause.
8. C - A flowchart graphically represents process steps.
9. C - A check sheet systematically collects data for analysis.
10. C - A histogram depicts the distribution of a data set.
11. D - A Pareto chart identifies the vital few causes of problems.
12. D - A scatter diagram displays the correlation between two variables.
13. D - A cause-effect diagram links problems to their root causes.
14. D - Control charts monitor process stability.
15. B - Flowcharts are used to understand process steps.
16. C - Check sheets collect data for analysis.
17. C - Histograms display the distribution of a data set.
18. D - Pareto charts identify the vital few causes.
19. D - Scatter diagrams show correlation between variables.
20. D - Cause-effect diagrams link causes to effects.
21. D - Control charts monitor the stability of a process.
22. D - Common cause variation comes from the nature of the process.
23. D - Assignable cause variation should be eliminated.
24. B - Variables data is measured on a continuous scale.
25. A - Attribute data classifies items into categories.
26. C - Control charts plot the statistic from samples.
27. B - A process is in control when variation is expected.
 28. B - Common cause variation follows a probability distribution.
29. C - Check sheets collect data systematically.
30. C - Flowcharts show process steps graphically.

Cái ở dưới là lụm trên gg nha

Total Quality Management Multiple-Choice Questions
1. Which of these do NOT belong to the Crosby’s Quality Vaccine’s five sections?

a. Operations

b. Communication

c. Conformance

d. Policies

Answer: (c) Conformance

2. ____________ refer to the customer needs that help in keeping a company in the
market.

a. Excess Needs

b. Excitement Needs

c. Basic Needs

d. Performance Needs

Answer: (d) Performance Needs

3. ____________ refers to the operational definition of goals.

a. Objectives
b. Action Plans

c. Target

d. Plans

Answer: (a) Objectives

4. Which of these is neither a physical nor an objective factor for performance

appraisal?

a. Friendliness

b. Efficiency

c. Amount of work

d. Attendance

Answer: (a) Friendliness

5. The Four R’s of a Total Improvement was given by whom?

a. Deming

b. Jack L. Huffman

c. Taguchi

d. Crosby

Answer: (b) Jack L. Huffman

6. Which of these is the primary idea behind the concept of multiple sourcing?

a. Lower costs

b. Better service
c. Higher costs

d. Better quality

Answer: (c) Higher costs

7. Which of these does NOT amount to a tangible gain of the quality circle?

a. Better housekeeping

b. Attitudinal changes

c. Greater cost-effectiveness

d. Increased profitability

Answer: (b) Attitudinal changes

8. We also call specification limits to be a product’s _________________.

a. Median

b. Mode

c. Allowances

d. Tolerances

Answer: (d) Tolerances

9. Which of these does NOT happen to be one of the new seven management tools?

a. Histogram

b. Matrix Diagram

c. Tree Diagram

d. Affinity Diagram
Answer: (a) Histogram

10. Which of these is the odd one out according to the data inputs needed to prepare an
FMEA?

a. Reliability data

b. Product & process specifications

c. Quality engineer

d. Customer priority data

Answer: (c) Quality engineer

11. Which of these does NOT refer to an emotional-based method to increase

innovation?

a. Lateral Thinking

b. TRIZ

c. Synectics

d. Brainstorming

Answer: (b) TRIZ

12. ____________ refers to the Six Sigma model that we use for the improvement of the
existing product/process.

a. DMAAX

b. DMADV

c. DMAAD

d. DMAIC
Answer: (d) DMAIC

13. Which of these does NOT refer to a phase involved in the QFD process in product
development?

a. Statistical Planning

b. Product Planning

c. Production Planning

d. Process Planning

Answer: (a) Statistical Planning

14. What would be the availability if the downtime is 60 minutes and the loading time is
400 minutes?

a. 87%

b. 85%

c. 83%

d. 81%

Answer: (b) 85%

15. The Rajiv Gandhi National Quality Award is given by which of these organizations?

a. PFRDA

b. IRDAI

c. SEBI

d. BIS
Answer: (d) BIS

16. Which of these ISO 14000 series standards consist of the guidelines of the
Environmental Performance Evaluation?

a. ISO 14004

b. ISO 14001

c. ISO 14031

d. ISO 14010

Answer: (c) ISO 14031

17. What would be the individual reliability if the reliability of the system of five robots
is 0.95 in a production line?

a. 0.6535

b. 0.8143

c. 0.9354

d. 0.9897

Answer: (d) 0.9897

18. Which of these does NOT refer to one of the principles of JIT manufacturing?

a. MRP

b. Total Quality Management

c. Supplier Management

d. Production Management
Answer: (a) MRP

19. Which of these refers to the ‘autonomation’ term?

a. 5S

b. Andon

c. Jidoka

d. Poka-Yoke

Answer: (c) Jidoka

20. Which of these refers to a real-world asset or product’s virtual representation?

a. 5S

b. Digital Twin

c. Andon

d. Poka-Yoke

Answer: (b) Digital Twin