This document contains 30 multiple choice questions about quality management principles and approaches including total quality management (TQM), Six Sigma, and various quality pioneers such as Deming, Juran, Ishikawa and Taguchi. The questions cover topics such as the definition of self-assessment, origins of total quality control, quality gurus, aspects and prescriptions of TQM, internal customers, costs of quality, advantages and disadvantages of different approaches, ISO standards, and roles in Six Sigma.

1. hisactivitycontains15 questions.
1. Whichorganisationdefinesself-assessmentas‘a comprehensive,systematic,andregularreviewof
the organisation’sactivitiesandresultsreferencedagainstamodel of businessexcellence’?
European Foundationfor Quality Management(EFQM)
Taguchi Institute
ISO9000
International QualityFoundation
2. The conceptof total qualitycontrol,i.e.thatqualitymustbe attendedtoatall stagesof the industrial
cycle and throughoutthe organisation,isthe creationof whichof the followingpioneers?
W Edwards Deming
JosephMJuran
Armand Feigenbaum
Genichi Taguchi
3. The so-called'qualitygurus'of total qualitymanagement(TQM) doNOTinclude whichone of the
following?
Bill Cosby
Kaoru Ishikawa
JosephMJuran
W Edwards Deming
4. The specificconcernsof total qualitymanagement(TQM) include anumberof aspects.Whichof the
followingisNOTnormallyassociatedwithTQM?
Coveringall partsof the organisation
Meetingthe needsandexpectationsof customers
Primarily a 'worker' rather than a managementactivity
Inclusionof everypersoninthe organisation
5. The preferredmethodforachievingtotal qualityinprocessoutputisto:
Performinspectionatthe nextprocess.
Relyonoperatorself-inspectionandself-correction.
Buildand install an error-proof processand maintainit.
Relyona teamof highlytrainedanddedicatedinspectors.
6. Total qualitymanagement(TQM) programmesare more likelytoremaineffective if anumberof
prescriptionsare followed.Whichof the followingprescriptionsshouldNOTbe followed?

2. TQM doesnotbecome a separate 'bolt-on'setof activities.
TQM should become a substitute for normal managerial leadership.
SlogansandexhortationsaboutTQM's effectivenessare avoided.
Qualityimprovementrelatestoanoperation'sperformance objectives.
7. One of the most powerful aspectstoemerge fromTQMis the conceptof the internal customerand
supplier.Thismeansthat:
Service Level Agreementsmustbe inplace toensure standardsare met.
Every part of the organisation contributesto external customer satisfactionby satisfying
its own internal customers.
The product or service mustbe inspectedpriortoitsdeliverytothe external customer.
It isthe responsibilityof the executive incharge of TQMto manage internal customer-supplier
relationships.
8. Which of the followingwouldNOT normallybe consideredasa‘costsof quality’?
Inspectioncosts
Preventioncosts
Internal failure costs
Warranty costs
Marketing costs
9. Which one of the followingwouldnormallybe consideredasone of the ‘costsof quality’?
Overhead costs
Transport costs
Marketingcosts
Appraisal costs
Transactioncosts
10. Whichof the followingisNOTnotedasa disadvantage of Feigenbaum’sapproachtototal quality
management?
Action plan and methodological principlesare sometimesvague.
Doesnot bringtogetherthe differentmanagementtheoriesintoone coherentwhole.
Doesnot discriminate betweendifferentkindsof qualitycontext.
11. TQM expandsonearlierapproachestoqualitymanagement.Whichof the followingisordered
correctlyfromearliertolaterideas?

3. Inspection,QualityControl, Quality Assurance,Total Quality Management
QualityAssurance,Inspection,QualityControl,Total QualityManagement
QualityControl,Inspection,QualityAssurance,Total Quality Management
QualityAssurance,QualityControl,Inspection,Total QualityManagement
12. What isthe ‘Internal ServiceRule’?
Service tointernal customersdependsonthe culture of anorganisation.
Service tointernal customersisthe mostimportantformof service.
Service to external customers neverexceedsservice tointernal customers.
Service tointernal customersdependsonthe extentof communicationwithinternalsuppliers.
13. Some organisationsbringadegree of formalitytothe internal customerconceptbyencouraging(or
requiring) differentpartsof the operationtoagree on:
Deliveryagreements
Service level agreements
Formal provisionagreements
Internal service agreements
14. Whichof the followingisanexample of aservice levelagreement(SLA)betweenaninformation
systemssupportunitanda researchunitinthe laboratoriesof alarge company?
The maximumresponse time togetthe systemoperational shoulditfail.
The minimum‘up-time’.
The typesof informationthatwill be providedasstandard.
All of the above.
15. Appraisal costsare those costs incurredwhentryingtostopproblems,failuresanderrorsfrom
occurring.
True
False
16. A qualitystrategyisnecessarytoprovide the goalsandguidelinestokeepaTQMprogramme
headinginthe rightdirection.The strategywouldnormallycomprisesuchaspectsas:
The competitive prioritiesofthe organisation and how the TQM programme is expectedto
contribute,the rolesand responsibilities,the resourcesavailable andthe philosophytowards quality.
A publicstatementfromthe Boardindicatingthatthe companywill be a'quality'company.
The performance-relatedpaythatstaff can expecttoobtainand the penaltiesthatwill be
imposedforunder-performance.

4. A textbookapproachdetailingall the dosanddon’tsof TQM implementation.
17. The ISO 9000 qualitysystemdoesNOTinclude:
ISO9002 forqualityassurance inproductionandinstallation.
ISO 9000/A for overall qualitymanagementstandards.
ISO9004 qualitymanagementandqualitysystemselementsguidelines.
ISO9001 forqualityassurance indesignanddevelopment.
ISO9003 forqualityassurance infinal inspection.
18. Whichof the followingisNOTnotedasa disadvantage of Juran’sapproachtototal quality
management?
Seenbysome as undervaluingthe contributionof the workerbyrejectingbottom-upinitiatives.
Seenasbeingstrongeroncontrol systemsthanthe humandimensioninorganisations.
Seenby some as implyingthat workers are to blame for qualityproblems.
Doesnot relate tootherwork onleadershipandmotivation.
19. Japan'stop national prize forcontributionstoqualityisnamedafter:
JosephMJuran
PhillipCrosby
W Edwards Deming
ArmandFeigenbaum
Kaoru Ishikawa
20. Strongemphasisonthe importance of people andparticipationinthe problem-solvingprocess.
Crosby
Deming
Ishikawa
Juran
Taguchi
Feigenbaum
21. Strongemphasisonstatistical andquantitativemethods.
Deming
Taguchi
Feigenbaum
Crosby

5. Juran
Ishikawa
22. Strongemphasisonthe role of both the internal andthe external customer.
Taguchi
Ishikawa
Crosby
Feigenbaum
Juran
Deming
23. Doesnot relate tootherworkon leadershipandmotivation.
Deming
Feigenbaum
Taguchi
Crosby
Ishikawa
Juran
24. Doesnot treatsituationsthatare political orcoercive.
Feigenbaum
Taguchi
Ishikawa
Deming
Juran
Crosby
25. Seenbysome as implyingthatworkersare toblame forqualityproblems.
Juran
Ishikawa
Taguchi
Feigenbaum
Crosby
Deming
26. Whichof the followingisNOTan example of anexternal failurecost?

6. Loss of customergoodwill affectingfuture business.
Guarantee andwarranty costs.
Cost of providingexcessive capability.
The settingup of statistical acceptance sampling plans.
27. A strengthof the ‘traditional’TQMapproachis that failure costs are more accuratelyestimated.
False
True
28. Basedon the TQM approach,whichdirectiondoesthe costof preventiongoinastime goeson?
It staysthe same.
It goes up.
It goesdown.
It reacheszero.
29. Technicallyspeaking,SixSigma involvesdrivingtowardshow manydefective partspermillion?
230
1
3.4
6200
30. In the Six Sigmaapproach,whatis the name giventoexpertsinthe use of Six Sigmatoolsand
techniquesaswell ashowsuchtoolscan be usedand implemented?
Black Belt
Master Black Belt
Master GreenBelt
GreenBelt