Total Quality Management Test Preparation
Course Introduction
Total Quality Management (TQM) explores the philosophies, principles, and practices that organizations use to achieve and sustain superior quality in their products and services. The course covers key concepts such as customer focus, continuous improvement, process approach, and involvement of all employees. Students learn about quality tools, statistical techniques for quality control, and frameworks like ISO standards and Six Sigma. Through real-world cases and problem-solving exercises, the course emphasizes the strategic role of TQM in enhancing organizational performance, competitiveness, and long-term success across industries.
Recommended Textbook
Managing Quality Integrating the Supply Chain 5th Edition by S. Thomas Foster
Available Study Resources on Quizplus
15 Chapters
1374 Verified Questions
1374 Flashcards
Source URL: https://quizplus.com/study-set/1266 Page 2
Chapter 1: Differing Perspectives on Quality
Available Study Resources on Quizplus for this Chatper
119 Verified Questions
119 Flashcards
Source URL: https://quizplus.com/quiz/24990
Sample Questions
Q1) Statistical process control is associated with which of the following perspectives of quality?
A) operations
B) marketing
C) human resources
D) engineering
E) strategic management
Answer: D
Q2) An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.
A)True
B)False
Answer: False
Q3) Life testing is a facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Quality Theory
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24991
Sample Questions
Q1) What is the primary contribution of Robert C. Camp?
A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design
Answer: A
Q2) The reengineering approach focuses on the need for in-depth information gathering and analysis.
A)True
B)False
Answer: False
Q3) According to Kaoru Ishikawa, the ideal state of quality control is when inspection is no longer necessary.
A)True
B)False
Answer: True
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Global Supply Chain Quality and International Quality Standards
Available Study Resources on Quizplus for this Chatper
100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24992
Sample Questions
Q1) ________ produce their products and ship them internationally.
A) Exporters
B) Licensors
C) Franchisors
D) Importers
E) Retailers
Answer: A
Q2) The portion of a firm's environment that has to do with the operating structure that the firm encounters when globalizing is called the ________ environment.
A) global
B) physical
C) social
D) task
E) economic
Answer: D
Q3) The Baldrige Award is restricted to firms in the manufacturing sector.
A)True
B)False
Answer: False
Page 5
To view all questions and flashcards with answers, click on the resource link above.
Chapter 4: Strategic Quality Planning
Available Study Resources on Quizplus for this Chatper
91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/24993
Sample Questions
Q1) What is the Lundvall-Juran Quality Cost Model?
Q2) Leading involves a power-sharing relationship between two or more individuals where the power is distributed unevenly.
A)True
B)False
Q3) Referent power is derived from personal charisma or charm.
A)True
B)False
Q4) The key to the Hill model for strategic quality planning is reaching consensus on the
A) order-winning criterion
B) Lundvall-Juran model
C) supply chain model
D) PAF paradigm
E) forced-choice model
Q5) Catchball involves reporting from teams and feedback from management.
A)True
B)False
Q6) Discuss the importance of leadership as a key strategic variable for quality management.
Page 6
To view all questions and flashcards with answers, click on the resource link above.
Chapter 5: The Voice of the Customer
Available Study Resources on Quizplus for this Chatper
100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24994
Sample Questions
Q1) Which of the following is not a component of an effective guarantee?
A) conditional
B) meaningful
C) understandable
D) communicable
E) painless to invoke
Q2) What are the components and activities associated with the complaint resolution process?
Q3) Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.
Q4) Ordinal data are ranked so one measure is higher than the next.
A)True
B)False
Q5) Describe the concept of single sourcing. How is single sourcing related to strategic alliances?
Q6) To segment markets means to distinguish customers or markets according to common characteristics.
A)True
B)False
Q7) What are customer-relationship management systems?
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: The Voice of the Market
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24995
Sample Questions
Q1) The goal of ________ benchmarking is to identify and to observe the best practices from one or more benchmark firms.
A) product
B) strategic
C) process
D) financial
E) functional
Q2) In the ________ process of business process benchmarking, the inputs are aligned together to form the product or service.
A) reconstruction
B) control
C) reengineering
D) transformation
E) conversion
Q3) Dismantling competitors' products to understand the strengths and weaknesses of their designs is called reverse engineering.
A)True
B)False
Q4) Explain the importance of training in benchmarking.
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Quality and Innovation in Product and Process Design
Available Study Resources on Quizplus for this Chatper
93 Verified Questions
93 Flashcards
Source URL: https://quizplus.com/quiz/24996
Sample Questions
Q1) Component reliability is computed from the aggregation of multiple components.
A)True
B)False
Q2) Which of the following is an internal source for product ideas?
A) management
B) industry experts
C) competitors
D) inventors
E) customers
Q3) ________ reliability is defined as the propensity for a part to fail over a given time.
A) System
B) Concurrent
C) Component
D) Process
E) Perpetual
Q4) Define interference checking with an example.
Q5) Explain concurrent engineering and state its benefits.
Q6) How are the values for absolute and relative weights established?
Q7) What is the group technology component of a CAD system?
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 8: Designing Quality Services
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24997
Sample Questions
Q1) Customers can exert control over the service provider and achieve customization.
A)True
B)False
Q2) ________ service packages are of the one-size-fits-all variety.
A) Unique
B) Selective
C) Restricted
D) Generic
E) Constricted
Q3) Gap 4 shows the difference between ________.
A) service delivery and external communications to customers
B) management perceptions of customer expectations and expected service
C) service delivery and service quality specifications
D) expected service and perceived service
E) service quality specifications and management perceptions of customer expectations
Q4) The SERQUAL instrument is useful for performing gap analysis.
A)True
B)False
Q5) What are the four stages of the service benefit package design process?
Page 10
To view all questions and flashcards with answers, click on the resource link above.
Chapter 9: Managing Supplier Quality in the Supply Chain
Available Study Resources on Quizplus for this Chatper
65 Verified Questions
65 Flashcards
Source URL: https://quizplus.com/quiz/24998
Sample Questions
Q1) For the ________ section of ISO/TS 16949, the company needs to provide documentation that it can demonstrate product conformity and quality management system conformity.
A) measurement, analysis, and improvement
B) resource management
C) quality management system
D) product realization
E) management responsibility
Q2) Key projects are identified when there is an agreement about how the supplier needs to improve and where.
A)True
B)False
Q3) Electronic data interchange is a system that aids customer and supplier communication by linking together supplier and customer information systems.
A)True
B)False
Q4) State the seven steps for supplier development.
Q5) Differentiate between single sourcing and dual sourcing.
Q6) Explain the ISO/TS 16949 standard.
11
To view all questions and flashcards with answers, click on the resource link above.
Chapter 10: The Tools of Quality
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24999
Sample Questions
Q1) An affinity diagram creates a hierarchy of ideas on a large surface.
A)True
B)False
Q2) The first step in setting up a scatter plot is to determine the independent and dependent variables.
A)True
B)False
Q3) The ________ is used to examine the relationships between variables.
A) scatter diagram
B) process map
C) cause-and-effect diagram
D) Pareto chart
E) control chart
Q4) ________ are usually spreadsheets that are communicated to management on a regular basis-weekly, monthly, quarterly, and annually.
A) Matrix diagrams
B) Affinity diagrams
C) Process decision program charts
D) Balanced scorecards
E) Spider charts
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Statistically Based Quality Improvement for Variables
Available Study Resources on Quizplus for this Chatper
105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/25000
Sample Questions
Q1) ________ are tools for monitoring process variation.
A) Pareto charts
B) Control charts
C) Histograms
D) Scatter diagrams
E) Cause-and-effect diagrams
Q2) Producer's risk is also called a ________ error.
A) type I
B) non-response
C) type II
D) processing
E) response
Q3) In a variables control chart, which of the following is likely to occur if five points are in succession, either all above or below the center line?
A) erratic behavior
B) nonrandom event
C) process drift
D) natural variation
E) process run
Q4) What is the difference between a variable and an attribute?
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 12: Statistically Based Quality Improvement for Attributes
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25001
Sample Questions
Q1) The lower control limit for a p chart cannot be lower than zero.
A)True
B)False
Q2) The object of using process charts is to continually improve your processes.
A)True
B)False
Q3) Two components of reliability 0.90 are in parallel and this subsystem is connected in series to a component with a reliability of 0.95. The overall system reliability is
A) 0.93
B) 0.94
C) 0.95
D) 0.96
E) 0.97
Q4) System unreliability is increased with ________.
A) a redundant system
B) a parallel system
C) a backup system
D) high reliability components
E) low reliability components
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 13: Six Sigma Management and Lean Tools
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25002
Sample Questions
Q1) At which company did Six Sigma originate?
A) General Electric
B) Motorola
C) AT&T
D) 3M
E) CIGNA
Q2) When defining objectives in the analyze phase, you are attempting to determine what characteristics of the process need to be changed to achieve improvement.
A)True
B)False
Q3) Variables that are under the control of management are called ________.
A) signal factors
B) noise factors
C) control factors
D) level factors
E) parameter factors
Q4) Six Sigma is a program begun at General Electric in 1982 by Jack Welch.
A)True
B)False
Q5) What distinguishes Six Sigma from traditional continuous improvement?
To view all questions and flashcards with answers, click on the resource link above. Page 15
Chapter 14: Managing Quality Improvement Teams and Projects
Available Study Resources on Quizplus for this Chatper
91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/25003
Sample Questions
Q1) The scope of a cross-functional team is a single department.
A)True
B)False
Q2) Tools for successful ________ include an agenda, predetermined objectives for the meeting, a process for running the meeting, processes for voting, and development of an action plan.
A) interaction
B) team building
C) meeting management
D) facilitation
E) conceptualization and orientation
Q3) Robert Cole and his coauthors explained the need for employee participation as a key element in managing changing organizations in an increasingly complex world.
A)True
B)False
Q4) Only cost-benefits analysis (CBA) involves identifying direct and indirect project costs and expected returns for projects.
A)True
B)False
Page 16
To view all questions and flashcards with answers, click on the resource link above.
Chapter 15: Implementing and Validating the Quality System
Available Study Resources on Quizplus for this Chatper
70 Verified Questions
70 Flashcards
Source URL: https://quizplus.com/quiz/25004
Sample Questions
Q1) The ________ stage of the generic process for performing self-assessment involves generating lists of strengths and weakness for the organization.
A) investigating
B) benchmarking
C) categorizing
D) surveying
E) evaluating
Q2) Quality audits study ways to ________.
A) ensure that generally accepted accounting principles are being followed
B) ensure that companies and employees are acting honestly
C) win orders in the marketplace
D) improve customer service and ascertain whether current customer service processes are being performed
E) select only the "right" evidence and ignore the "other"
Q3) Hoshin planning or policy deployment provides a framework for achieving alignment through the catchball process.
A)True
B)False
Q4) What are the enablers for quality improvement in a school?
To view all questions and flashcards with answers, click on the resource link above. Page 17