1. What is the major element that needs to be implemented in total quality management?
A. Hiring and firing
B. Products
C. Effective control Correct
D. Services
Explanation
Effective control is a cornerstone of Total Quality Management (TQM), ensuring consistent quality through systematic monitoring and process adjustments. Hiring and firing are HR functions, while products and services are outcomes, not core TQM elements.
2. Which tool helps to identify the root causes of problems in achieving total quality management?
A. Fishbone Diagram Correct
B. Flowcharts
C. Scatter Diagrams
D. Control Charts
Explanation
The Fishbone Diagram, or cause-and-effect diagram, is used in TQM to pinpoint root causes by categorizing potential issues. Flowcharts map processes, scatter diagrams show correlations, and control charts monitor process stability, but they are less focused on root cause analysis.
3. Which quality standard provides a certificate to companies indicating that the company has met the quality management requirements?
A. ISO 9004
B. ISO 14000
C. ISO 26000
D. ISO 9000 Correct
Explanation
ISO 9000 is a family of standards that certifies a company's adherence to quality management requirements. ISO 9004 provides guidance, ISO 14000 addresses environmental management, and ISO 26000 focuses on social responsibility, not certification.
4. A distribution center is experiencing delays in the shipment of gas grills that it receives from a manufacturer of outdoor appliances. Which quality management tool will help the distribution center determine the reason(s) for the shipment delays?
A. Pareto analysis
B. Checklist
C. Cause-and-effect diagram Correct
D. Flowchart
Explanation
A cause-and-effect diagram identifies root causes of shipment delays by organizing potential issues into categories. Pareto analysis prioritizes frequent issues, checklists ensure task completion, and flowcharts map processes, but they are less effective for cause identification.
5. The distribution center for an online retailer has collected data on the reasons for customer returns of gas grills over the last 24 months. They want to determine why the gas grills were returned. Which of the following quality management tools will help the distribution center to identify the top two reasons for these customer returns?
A. Pareto analysis Correct
B. Cause-and-effect diagram
C. Checklist
D. Flowchart
Explanation
Pareto analysis highlights the top reasons for returns by focusing on the most frequent issues, following the 80/20 rule. Cause-and-effect diagrams explore all causes, checklists track tasks, and flowcharts visualize processes, but they don't prioritize key issues.