Total Quality Management and ISO Standards MCQs 2026

Regarding process approach TQM, the accurate statement is

1. A focusing only on final inspection results without analyzing how outputs are produced ever ✓
2. B treating each department as completely isolated with no process connections ever ✓
3. C process approach ignores inputs and focuses only on marketing slogans ever ✓
4. D managing activities as interconnected processes that transform inputs into outputs delivering customer value ✓

In management practice, continuous improvement kaizen primarily involves

1. A one-time massive restructuring with no further improvement efforts afterward ever ✓
2. B improvement limited to annual audits with no daily employee involvement ever ✓
3. C kaizen means accepting current defect rates without any change efforts ever ✓
4. D ongoing incremental improvements involving all employees in eliminating waste and enhancing processes ✓

In management practice, employee involvement in TQM primarily involves

1. A engaging workers at all levels in quality improvement, problem solving and decision making about processes ✓
2. B quality is the sole responsibility of inspectors with no worker participation ever ✓
3. C employees are prohibited from suggesting improvements under TQM principles always ✓
4. D involvement means managers make all quality decisions without front-line input ever ✓

systems approach TQM is best defined as

1. A optimizing one department while ignoring effects on other parts of the system always ✓
2. B viewing the organization as a system of interrelated processes whose overall performance depends on their interaction ✓
3. C systems approach examines only individual machines without organizational context ever ✓
4. D quality is improved by isolating each function with no cross-functional integration ever ✓

Regarding fact-based management TQM, the accurate statement is

1. A quality decisions based exclusively on senior manager opinions without data ever ✓
2. B fact-based management prohibits use of any measurements or statistics ever ✓
3. C decisions driven by data, statistical analysis and evidence rather than assumptions or intuition alone ✓
4. D decisions made by random selection without collecting or analyzing information ever ✓

prevention cost quality is best defined as

1. A costs of inspecting finished products to sort out defects after production always ✓
2. B costs of warranty claims and product returns from dissatisfied customers always ✓
3. C costs of scrapping defective products discovered during final inspection always ✓
4. D costs incurred to prevent defects such as training, quality planning, process design and supplier evaluation ✓

appraisal cost quality is best defined as

1. A costs of redesigning products after customers complain about failures always ✓
2. B costs of recalling defective products from the marketplace after sale always ✓
3. C costs of training employees to prevent defects from occurring in the first place always ✓
4. D costs of measuring, evaluating and auditing products and processes to ensure conformance to standards ✓

Regarding internal failure cost, the accurate statement is

1. A warranty repairs and product returns after customers receive defective goods always ✓
2. B costs of defects found before the product reaches the customer such as scrap, rework and downtime ✓
3. C advertising costs to promote brand image with no defect connection ever ✓
4. D prevention training costs incurred before any defects occur always ✓

In management practice, external failure cost primarily involves

1. A scrap and rework costs incurred before products leave the factory always ✓
2. B quality planning and design review costs during product development always ✓
3. C employee training on quality procedures before production begins always ✓
4. D costs of defects discovered by customers after delivery including returns, warranty claims, recalls and lost reputation ✓

In management practice, Six Sigma DMAIC primarily involves

1. A Design, Manufacture, Assemble, Inspect and Complete as a production sequence only always ✓
2. B Define, Measure, Analyze, Improve and Control — a structured data-driven methodology for process improvement reducing defects ✓
3. C Delegate, Motivate, Assign, Instruct and Check as management functions exclusively always ✓
4. D Deming's Plan-Do-Check-Act cycle with different names only always ✓

Regarding benchmarking in TQM, the accurate statement is

1. A systematically comparing organizational processes and performance against best-in-class practices to identify improvement opportunities ✓
2. B setting standards based exclusively on internal historical performance with no external comparison ever ✓
3. C copying competitors' products illegally without any systematic analysis ever ✓
4. D benchmarking requires no measurement or data collection according to TQM always ✓

quality circle is best defined as

1. A a senior executive committee that makes all quality decisions without employee input ever ✓
2. B a small group of employees who voluntarily meet regularly to identify, analyze and solve work-related quality and productivity problems ✓
3. C a government regulatory body that inspects factories for legal compliance only ever ✓
4. D a quality circle is a circular diagram showing organizational hierarchy always ✓

In management practice, ISO 9001 quality standard primarily involves

1. A a product certification guaranteeing zero defects in every unit produced always ✓
2. B a financial accounting standard for reporting corporate revenue exclusively always ✓
3. C a environmental regulation for waste disposal with no quality management component ever ✓
4. D international standard specifying requirements for a quality management system focused on customer satisfaction and continual improvement ✓

cost of quality is best defined as

1. A only the salary of the quality inspection department with no other cost categories ever ✓
2. B cost of quality excludes all failure and defect-related expenses always ✓
3. C total costs of achieving quality plus costs of failing to achieve quality including prevention, appraisal and failure costs ✓
4. D quality has no measurable cost and cannot be quantified in financial terms ever ✓

In management practice, Crosby zero defects primarily involves

1. A accepting a defect rate of 3.4 per million as the maximum quality standard always ✓
2. B Philip Crosby's principle that quality means conformance to requirements and the performance standard is zero defects ✓
3. C zero defects means eliminating all quality inspection and testing activities ever ✓
4. D Crosby argued that some defects are inevitable and should be tolerated always ✓

Regarding Juran quality trilogy, the accurate statement is

1. A three stages of team development: forming, storming and norming exclusively always ✓
2. B three interrelated processes: quality planning, quality control and quality improvement for organizational excellence ✓
3. C three levels of Maslow's hierarchy of needs exclusively always ✓
4. D three generic strategies: cost leadership, differentiation and focus exclusively always ✓

In management practice, Deming 14 points primarily involves

1. A W. Edwards Deming's principles for transforming management including constancy of purpose, drive out fear and institute training ✓
2. B Taylor's four principles of scientific management from 1911 exclusively always ✓
3. C Fayol's fourteen principles of administrative management exclusively always ✓
4. D Porter's five competitive forces model for industry analysis exclusively always ✓

Regarding customer focus in TQM, the accurate statement is

1. A producing goods without any consideration of who will buy or use them ever ✓
2. B orienting all organizational activities toward understanding and satisfying current and future customer needs ✓
3. C customer focus means ignoring complaints to reduce operational costs always ✓
4. D quality is determined exclusively by production efficiency with no customer voice ever ✓

quality definition in TQM is best defined as

1. A maximizing production speed regardless of defects or customer requirements ever ✓
2. B quality means the highest price regardless of performance or customer needs ever ✓
3. C quality is defined exclusively by internal engineers with no customer input ever ✓
4. D conformance to requirements and fitness for use meeting or exceeding customer expectations consistently ✓

total quality management (TQM) is best defined as

1. A a comprehensive management philosophy emphasizing continuous improvement, customer focus and employee involvement in quality throughout the organization ✓
2. B inspecting finished products only at the end with no process improvement ever ✓
3. C quality responsibility limited exclusively to the inspection department always ✓
4. D TQM rejects employee participation and relies solely on top-down commands always ✓