TQM Exam Questions and answers 2025
.
Which .of .the .following .are .considered .to .be .two .critical .components .of .quality .
systems .in .service .industries? .- .ANS✓✓-
Employees .and .information .technology
An .employee's ._____ .can .be .identified .through .the .answer .to .the .question: ."W
ho .receives .any .item .or .information .as .a .result .of .the .work .he .or .she .performs
?" .- .ANS✓✓-customers
The .Deming .Cycle .includes .all .of .the .following .except .- .ANS✓✓-assess
Viewing .a .McDonald's .restaurant .as .being .composed .of .order .taking .and .cashi
er, .grilling .and .food .preparation, .drive-
through, .purchasing, .and .training .processes .is .an .example .of ._____. .- .ANS✓✓-
systems .thinking
A .consumer .purchases .a .generic .product .at .a .cost .of .
$5.00 .instead .of .the .competing .brand-name .product .that .sells .for .
$7.00. .The .consumer .feels .that .there .is .no .difference .in .quality .between .the .gen
eric .and .brand-
name .products. .This .scenario .illustrates .which .of .the .following .definitions .of .q
uality? .- .ANS✓✓-Value-based
Which .of .the .following .is .most .appropriate .in .describing .the .quality .efforts .und
ertaken .with .the .scientific-management .philosophy? .- .ANS✓✓-
Use .of .inspection .was .widespread.
The .principle .determinant(s) .of .an .organization's .quality .are .it's ._____. .- .ANS✓
✓-customers
see .lecture
Which .of .the .following .is .NOT .considered .a .core .principle .of .total .quality? .- .AN
S✓✓-A .focus .on .customers .and .stakeholders
see .pg .11
Which .of .the .following .was .the .top .priority .of .United .States .manufacturing .in .th
e .time .period .immediately .following .World .War .II? .- .ANS✓✓-Production .output
, At .the .organizational .level, .quality .concerns .should .center .on .meeting .the .requi
rements .of .the .- .ANS✓✓-internal .customer.
The .creation .of .separate .quality .departments .in .the .early .1900s .- .ANS✓✓-
the .responsibility .for .quality .to .become .a .clouded .issue
Which .of .the .following .is .most .appropriate .in .describing .the .quality .efforts .use
d .in .the .early .20th .century? .- .ANS✓✓-Use .of .inspection .was .widespread.
see .pg .7
Which .of .the .following .is .a .definition .of .the .product-based .quality? .- .ANS✓✓-
The .quantities .of .product .attributes.
see .lecture
Services .are .generally ._____ .intensive, .whereas .manufacturing .is .more ._____ .i
ntensive. .- .ANS✓✓-labor; .equipment
Measuring .quality .in .service .industries .is .considered .more .difficult .than .in .man
ufacturing .industries .because ._____. .- .ANS✓✓-the .outputs .are .less .tangible
Which .of .the .following .systems .do .not .have .a .role .to .play .in .assuring .quality .in
.a .manufacturing .firm? .- .ANS✓✓-None .of .the .above
Until .the .start .of .the .1980s, .most .U.S. .companies .focused .on .maintaining .qualit
y .levels .by .utilizing .which .of .the .following .practices? .- .ANS✓✓-Inspection
My .friend .said .to .me, ."Recently, .I .bought .a .pair .of .shoes. .I .wore .them .for .a .few
.days .but .noticed .the .laces .would .not .stay .tied. .I .took .the .shoes .back .to .the .st
ore, .but .the .clerk .said .the .laces .were .fine. .I .won't .buy .that .brand .of .shoe .again.
" .Which .of .the .following .types .of .quality .did .my .friend .use .to .judge .the .shoes .
as .being .of .low .quality? .- .ANS✓✓-User-based
Systems .thinking .can .be .applied .to .the .analysis .of ._____. .- .ANS✓✓-
any .organization
Which .of .the .following .is .NOT .generally .true .about .service .organizations? .- .AN
S✓✓-Services .are .tangible.
_____ .is .credited .with .developing .control .charts. .- .ANS✓✓-Walter .Shewhart
See .pg .312
Which .of .the .following .is .not .true? .- .ANS✓✓-
The .timing .of .product .manufacturing .is .more .important .than .on-
time .service .delivery.
.
Which .of .the .following .are .considered .to .be .two .critical .components .of .quality .
systems .in .service .industries? .- .ANS✓✓-
Employees .and .information .technology
An .employee's ._____ .can .be .identified .through .the .answer .to .the .question: ."W
ho .receives .any .item .or .information .as .a .result .of .the .work .he .or .she .performs
?" .- .ANS✓✓-customers
The .Deming .Cycle .includes .all .of .the .following .except .- .ANS✓✓-assess
Viewing .a .McDonald's .restaurant .as .being .composed .of .order .taking .and .cashi
er, .grilling .and .food .preparation, .drive-
through, .purchasing, .and .training .processes .is .an .example .of ._____. .- .ANS✓✓-
systems .thinking
A .consumer .purchases .a .generic .product .at .a .cost .of .
$5.00 .instead .of .the .competing .brand-name .product .that .sells .for .
$7.00. .The .consumer .feels .that .there .is .no .difference .in .quality .between .the .gen
eric .and .brand-
name .products. .This .scenario .illustrates .which .of .the .following .definitions .of .q
uality? .- .ANS✓✓-Value-based
Which .of .the .following .is .most .appropriate .in .describing .the .quality .efforts .und
ertaken .with .the .scientific-management .philosophy? .- .ANS✓✓-
Use .of .inspection .was .widespread.
The .principle .determinant(s) .of .an .organization's .quality .are .it's ._____. .- .ANS✓
✓-customers
see .lecture
Which .of .the .following .is .NOT .considered .a .core .principle .of .total .quality? .- .AN
S✓✓-A .focus .on .customers .and .stakeholders
see .pg .11
Which .of .the .following .was .the .top .priority .of .United .States .manufacturing .in .th
e .time .period .immediately .following .World .War .II? .- .ANS✓✓-Production .output
, At .the .organizational .level, .quality .concerns .should .center .on .meeting .the .requi
rements .of .the .- .ANS✓✓-internal .customer.
The .creation .of .separate .quality .departments .in .the .early .1900s .- .ANS✓✓-
the .responsibility .for .quality .to .become .a .clouded .issue
Which .of .the .following .is .most .appropriate .in .describing .the .quality .efforts .use
d .in .the .early .20th .century? .- .ANS✓✓-Use .of .inspection .was .widespread.
see .pg .7
Which .of .the .following .is .a .definition .of .the .product-based .quality? .- .ANS✓✓-
The .quantities .of .product .attributes.
see .lecture
Services .are .generally ._____ .intensive, .whereas .manufacturing .is .more ._____ .i
ntensive. .- .ANS✓✓-labor; .equipment
Measuring .quality .in .service .industries .is .considered .more .difficult .than .in .man
ufacturing .industries .because ._____. .- .ANS✓✓-the .outputs .are .less .tangible
Which .of .the .following .systems .do .not .have .a .role .to .play .in .assuring .quality .in
.a .manufacturing .firm? .- .ANS✓✓-None .of .the .above
Until .the .start .of .the .1980s, .most .U.S. .companies .focused .on .maintaining .qualit
y .levels .by .utilizing .which .of .the .following .practices? .- .ANS✓✓-Inspection
My .friend .said .to .me, ."Recently, .I .bought .a .pair .of .shoes. .I .wore .them .for .a .few
.days .but .noticed .the .laces .would .not .stay .tied. .I .took .the .shoes .back .to .the .st
ore, .but .the .clerk .said .the .laces .were .fine. .I .won't .buy .that .brand .of .shoe .again.
" .Which .of .the .following .types .of .quality .did .my .friend .use .to .judge .the .shoes .
as .being .of .low .quality? .- .ANS✓✓-User-based
Systems .thinking .can .be .applied .to .the .analysis .of ._____. .- .ANS✓✓-
any .organization
Which .of .the .following .is .NOT .generally .true .about .service .organizations? .- .AN
S✓✓-Services .are .tangible.
_____ .is .credited .with .developing .control .charts. .- .ANS✓✓-Walter .Shewhart
See .pg .312
Which .of .the .following .is .not .true? .- .ANS✓✓-
The .timing .of .product .manufacturing .is .more .important .than .on-
time .service .delivery.
