This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses on “Benefits and Barriers of TQM”.
1. A company producing biscuits implemented TQM philosophy. It collected feedback data for the age group 50 to 60 years and determined the number of people using the company’s biscuits and how satisfied they were with the product. Where did the company go wrong in its analysis?
a) Identified the wrong age group
b) It must take into consideration a larger age group
c) It should not determine the number of people using their product and their level of satisfaction
d) There is no mistake in their TQM approach
View Answer
Explanation: Incorrect measurements in the TQM approach can lead to data misinterpretation. The company must gauge the level of customer satisfaction for a larger age group, maybe 10-60. This will help the company in continuous improvement.
2. The inability to change the organizational structure is a barrier to TQM implementation.
a) True
b) False
View Answer
Explanation: If a company follows the traditional management culture for a long time it will be difficult for the company to change its organizational structure. This, therefore, is a barrier to TQM implementation. Benchmarking can be a tool used to change the mindset of the organization to move towards TQM.
3. The lack of proper training to the employees can act as a barrier to TQM implementation.
a) True
b) False
View Answer
Explanation: The need for proper training is necessary in order to have proper TQM implementation. The company can then follow TQM philosophy for a long time and can very easily attain customer satisfaction. All employees must follow the same standard procedures to determine the level of customer satisfaction.
4. A company including its manager has 50 members. TQM philosophy is followed by 40 members only. Did the company properly implement TQM?
a) Yes, only 25 members were sufficient for TQM implementation
b) No, TQM implementation requires the participation of all members of the company
c) Yes, only 14 members were sufficient for TQM implementation
d) We cannot comment on TQM implementation
View Answer
Explanation: The highest priority of TQM is customer satisfaction. The main focus of the company is to collectively put in efforts to develop quality goods or services and attain customer satisfaction. So, all 50 members must participate in TQM implementation.
5. The 10 years performance of a company was analyzed. The company followed TQM philosophy for the first two years and moved back to traditional management. What can you conclude about the management culture of the company?
a) Lack of management commitment to follow TQM
b) Lack of management commitment to follow traditional management
c) The management of the company is properly functioning
d) We cannot comment on the management culture of the company
View Answer
Explanation: The company failed to comply with TQM philosophy after the first two years. As a result of this, it will gradually find it difficult to retain customer satisfaction. In addition to this, if the goods or a service provided by the company no longer follows the changing customer needs then the customer will even stop using the goods or services provided by the company.
6. A defect in a product produced by a company was reported to the quality division. The quality division rectified the defect and presented the solution to the rest of the members of the organization including its manager. But the organization delayed the implementation for more than a month. What will be the consequence of this act?
a) There is no problem in delaying the implementation
b) The company will start to fail in satisfying customer needs and hence customer satisfaction
c) The customer will respect the delay in implementation
d) The manager will be sacked by the founder of the company
View Answer
Explanation: TQM by its definition involves achieving the degree of excellence by delivering quality goods or services. All this is done to attain customer satisfaction. If the company discovered the solution to the defect it should implement it without further ado.
7. Which of the following is a tangible benefit of following TQM?
a) Reduction in employee grievances
b) Increase in employee grievances
c) No change in employee grievances
d) We can’t comment on employee grievances
View Answer
Explanation: In TQM, every employee in the organization is focused towards one goal and that is satisfying customer needs by providing customer satisfaction. As everybody is treated in the same unbiased manner, employee grievances are reduced when an organization follows TQM.
8. Which of the following is not a tangible benefit of following TQM?
a) Increased profitability
b) Increased market and customers
c) Improved productivity
d) Increase in quality costs
View Answer
Explanation: Cost of quality or Quality costs is the cost incurred by a company to prevent poor quality goods or services. By using TQM philosophy, the degree of excellence in goods or services increases and hence quality increases. When we have high-quality goods or service the cost that is required to prevent poor quality goods or services decreases.
9. The product quality after using TQM philosophy _______
a) Increases
b) Decreases
c) Remains the same
d) We cannot comment on product quality
View Answer
Explanation: The product quality improves on using TQM. TQM is focused on customer needs and hence recognizes them. Therefore, there is no additional cost incurred. The concept of continuous improvement in TQM improves product quality.
10. Which of the following is not an intangible benefit of following TQM?
a) Better company image
b) Enhanced problem-solving capacity
c) Enhancement of job interest
d) Reduction in customer satisfaction
View Answer
Explanation: TQM is focused on customer satisfaction and hence using TQM customer satisfaction increases. When the customer is happy with the goods or services, the image of the company is good. Due to the involvement of all the employees in a company, problem-solving capacity increases. The job interest also enhances.
11. The working relationships after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
View Answer
Explanation: Due to the involvement of each and every employee in a company in delivering quality goods or services, the working relationship improves. The employees have mutual trust and respect for each other and have a common organizational goal.
12. Employee participation after using TQM philosophy _______
a) Declines
b) Remains the same
c) Improves
d) We cannot comment on working relationships
View Answer
Explanation: In traditional management, the responsibilities were localized in nature. In TQM, everybody participates’ passionately in achieving the organizational goal. The organizational goal is to achieve customer satisfaction.
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