This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses on “Continuous Process Improvement – Quality Problems”.
1. Who gave the classification of five types of quality problems?
a) Deming
b) Gerald F. Smith
c) Crosby
d) Juran
View Answer
Explanation: According to Gerald F. Smith, there are five types of quality problems. They are compliance problems, unstructured problems, efficiency problems, process-design problems, and product-design problems.
2. When a structured system having standardized inputs, processes, and outputs is performing unacceptably from the customer’s point of view, then we have _________
a) Compliance problems
b) Unstructured problems
c) Efficiency problems
d) Product-design problems
View Answer
Explanation: When a structured system having standardized inputs, processes, and outputs is performing unacceptably from the customer’s point of view, then we have compliance problems. It is a type of quality problem as described by Gerald F. Smith.
3. Compliance problems can be identified by comparing with standards or by collecting feedback from internal and/or external customers.
a) True
b) False
View Answer
Explanation: Compliance problems can be identified by comparing with standards or by collecting feedback from internal and/or external customers. It is a type of quality problem as described by Gerald F. Smith.
4. How are unstructured problems different from compliance problems?
a) Compliance problems are not specified by standards
b) Compliance problems cannot be collected by feedback process
c) Unstructured problems are not specified by standards
d) There is no difference, both are similar
View Answer
Explanation: Unstructured problems are similar to compliance problems except for the fact that unstructured problems are not specified by standards. Unstructured problems are a type of quality problems as described by Gerald F. Smith.
5. Unstructured problems can be identified through negative customer feedback.
a) True
b) False
View Answer
Explanation: Unstructured problems can be identified through negative customer feedback. Unstructured problems are a type of quality problems as described by Gerald F. Smith.
6. When the system is performing unacceptably from the owner’s point of view, then we have _________
a) Compliance problems
b) Unstructured problems
c) Efficiency problems
d) Product-design problems
View Answer
Explanation: When the system is performing unacceptably from the owner’s point of view, then we have efficiency problems. Efficiency problem is a type of quality problem as described by Gerald F. Smith.
7. Efficiency problems can be identified by ____________ and ___________
a) Benchmarking, Employee feedback
b) Benchmarking, Founder feedback
c) Benchmarking only
d) Employee feedback only
View Answer
Explanation: Efficiency problems can be identified by benchmarking and employee feedback. Efficiency problem is a type of quality problem as described by Gerald F. Smith.
8. Which of the following cannot be considered as a motivation behind identification of process-design problems?
a) Poor performance
b) Introduction of new products
c) Knowledge of benchmarking that we can do better
d) The inherent desire to change the existing process
View Answer
Explanation: Poor performance, introduction of new products, and knowledge of benchmarking that we can do better are the motivation factors that lead to identification of process-design problems. Process-design problems are a type of quality problems as described by Gerald F. Smith.
9. Process-design problems involve the revision of ___________ and the development of ___________
a) Existing processes, new processes
b) Existing processes, existing processes
c) New processes, existing processes
d) New processes, existing processes
View Answer
Explanation: Process-design problems involve the revision of existing processes and the development of new processes. Process-design problems are a type of quality problems as described by Gerald F. Smith.
10. Product-design problems involve the improvement of ___________ and the development of ___________
a) Existing products, new products
b) Existing products, existing products
c) New products, existing products
d) New products, existing products
View Answer
Explanation: Product-design problems involve the improvement of existing products and the development of new products. Product-design problems are a type of quality problems as described by Gerald F. Smith.
11. Product-design problems arise due to changing ____________ or competitor coming up with a better product.
a) Customer needs
b) Owner needs
c) Manager needs
d) Supplier needs
View Answer
Explanation: Product-design problems arise due to changing customer needs or competitor coming up with a better product. Product-design problems are a type of quality problems as described by Gerald F. Smith.
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