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WorksheetsTQM_CIA_III
Total questions: 51
Worksheet time: 51mins
Name
Class
Date
1.
A service firm tracks repeat complaints to redesign its process. This reflects the importance of customer satisfaction in
a)
Inspection control
b)
Cost reduction
c)
Continuous improvement
d)
Benchmarking
2.
A company uses post-service surveys to identify gaps between expectations and perceptions. This practice supports
a)
Zero defects
b)
Preventive maintenance
c)
Quality improvement
d)
Process reengineering
3.
In the SERVQUAL model, reliability mainly refers to
a)
Appearance of facilities
b)
Employee courtesy
c)
Ability to perform promised service
d)
Personal attention
4.
A hospital improves patient trust by ensuring staff empathy and assurance. These dimensions belong to
a)
Tangibles
b)
Reliability
c)
Responsiveness
d)
Assurance & empathy
5.
Collecting customer complaints, suggestions, and expectations systematically is known as
a)
Kaizen
b)
Quality circle
c)
Voice of Customer (VOC)
d)
Quality audit
6.
A firm converts customer feedback into measurable quality targets. This indicates effective use of
a)
Feedback loops
b)
Control charts
c)
Inspection systems
d)
Cost analysis
7.
Long-term collaboration with suppliers to improve quality and reduce cost reflects
a)
Multiple sourcing
b)
Supplier inspection
c)
Supplier partnership
d)
Arms-length buying
8.
Evaluating suppliers using defect rate, on-time delivery, and consistency is an example of
a)
Supplier development
b)
Supplier performance metrics
c)
Value engineering
d)
Vendor rating by price
9.
Conducting periodic reviews of supplier processes to ensure compliance with standards refers to
a)
Process capability study
b)
Supplier quality audit
c)
Internal audit
d)
Product testing
10.
Designing quality standards starting from customer expectations demonstrates
a)
Product orientation
b)
Process orientation
c)
Customer-centric quality
d)
Cost leadership
11.
An organization begins TQM by securing top management commitment and setting quality vision. This represents
a)
Quality control
b)
First step of TQM implementation
c)
Quality assurance
d)
Benchmarking
12.
Resistance from employees during TQM adoption mainly indicates issues in
a)
Process design
b)
Organizational change management
c)
Quality tools
d)
Supplier selection
13.
Integrating quality planning with project milestones ensures TQM in
a)
Routine operations
b)
Financial control
c)
Project management
d)
Inventory control
14.
Regular internal and external quality reviews to assess effectiveness are known as
a)
Quality costing
b)
Quality audits
c)
Process mapping
d)
Gap analysis
15.
A company using Malcolm Baldrige or EFQM focuses primarily on
a)
Profit maximization
b)
Business excellence
c)
Cost leadership
d)
Market expansion
16.
Leaders promoting quality values through actions rather than slogans highlight the role of
a)
Technology
b)
Structure
c)
Leadership and culture
d)
Control systems
17.
Lack of employee involvement and short-term focus are common
a)
Benefits of TQM
b)
Barriers to TQM
c)
Outcomes of TQM
d)
Tools of TQM
18.
Integrating sustainability and CSR into quality initiatives reflects
a)
Traditional TQM
b)
Inspection-based quality
c)
Contemporary TQM
d)
Reactive quality
19.
Using Big Data analytics to predict defects before occurrence supports
a)
Corrective quality
b)
Preventive quality
c)
Appraisal cost
d)
Inspection focus
20.
Applying AI and IoT to monitor real-time quality performance indicates TQM’s role in
a)
Manual inspection
b)
Digital transformation
c)
Cost cutting
d)
Workforce reduction
21.
A company notices declining satisfaction despite meeting technical specifications. This suggests a gap in
a)
Conformance quality
b)
Customer-perceived quality
c)
Supplier quality
d)
Cost efficiency
22.
When customers evaluate service based on prompt response to complaints, SERVQUAL dimension involved is
a)
Reliability
b)
Responsiveness
c)
Tangibles
d)
Assurance
23.
A firm prioritizes “right-first-time” delivery to improve trust. This primarily strengthens
a)
Empathy
b)
Reliability
c)
Assurance
d)
Tangibles
24.
Using customer complaints as input for redesigning processes demonstrates
a)
Corrective action
b)
Preventive action
c)
Continuous improvement
d)
Quality inspection
25.
Mapping customer expectations into design requirements reflects
a)
Quality costing
b)
Quality Function Deployment
c)
Process mapping
d)
Control charts
26.
A supplier is retained despite higher cost due to consistent quality and collaboration. This supports
a)
Multiple sourcing
b)
Price-based buying
c)
Strategic partnership
d)
Spot purchasing
27.
Regular supplier scorecards encourage suppliers to
a)
Reduce transparency
b)
Improve performance
c)
Increase prices
d)
Limit cooperation
28.
Auditing suppliers before contract renewal helps in
a)
Detecting defects
b)
Ensuring process capability
c)
Increasing bargaining power
d)
Eliminating inspection
29.
Sharing demand forecasts with suppliers mainly improves
a)
Competition
b)
Trust and coordination
c)
Buyer dominance
d)
Short-term gains
30.
Aligning supplier goals with organizational quality objectives indicates
a)
Transactional relationship
b)
Supplier integration
c)
Opportunistic sourcing
d)
Price leadership
31.
Employees resisting new quality tools mainly reflects
a)
Technical complexity
b)
Cultural barriers
c)
Supplier failure
d)
Poor inspection
32.
Continuous training during TQM implementation primarily supports
a)
Cost reduction
b)
Skill development
c)
Workforce downsizing
d)
Automation
33.
Cross-functional teams in TQM help to
a)
Increase hierarchy
b)
Reduce communication
c)
Break functional silos
d)
Delay decisions
34.
A company links quality KPIs with reward systems to sustain TQM. This supports
a)
Inspection
b)
Cultural reinforcement
c)
Compliance control
d)
Standardization
35.
Quality audits focusing on improvement rather than fault-finding indicate
a)
Policing approach
b)
Learning orientation
c)
Cost orientation
d)
Control orientation
36.
EFQM model differs from traditional quality systems by emphasizing
a)
Product testing
b)
Holistic excellence
c)
Departmental control
d)
Cost accounting
37.
Leaders personally participating in quality reviews reinforce
a)
Authority
b)
Leadership commitment
c)
Centralization
d)
Formal control
38.
Frequent changes in leadership often hinder TQM due to
a)
Excess technology
b)
Lack of continuity
c)
Supplier pressure
d)
Customer demands
39.
Viewing quality initiatives as short-term projects creates
a)
Sustainability
b)
Resistance
c)
Superficial adoption
d)
Cultural alignment
40.
Integrating environmental metrics into quality dashboards reflects
a)
Traditional QC
b)
Inspection systems
c)
Sustainable quality
d)
Reactive quality
41.
CSR-driven quality initiatives mainly enhance
a)
Internal efficiency
b)
Customer trust
c)
Production speed
d)
Cost variance
42.
Using real-time sensor data to prevent machine defects reflects
a)
Appraisal quality
b)
Corrective quality
c)
Preventive quality
d)
Inspection quality
43.
Predictive analytics in quality management mainly reduces
a)
Training needs
b)
Process variability
c)
Supplier count
d)
Customer interaction
44.
AI-based quality systems shift decision-making from
a)
Human judgment to intuition
b)
Reactive to proactive
c)
Manual to random
d)
Strategic to tactical
45.
IoT-enabled quality monitoring primarily improves
a)
Batch inspection
b)
End-product testing
c)
Continuous monitoring
d)
Cost allocation
46.
Digital TQM systems increase transparency by
a)
Limiting data access
b)
Centralizing real-time data
c)
Reducing accountability
d)
Delaying reporting
47.
Customer satisfaction improves when feedback loops are
a)
Delayed
b)
Ignored
c)
Closed effectively
d)
Informal
48.
Failure to act on customer feedback leads to
a)
Innovation
b)
Loyalty
c)
Dissatisfaction
d)
Differentiation
49.
Organizations focusing only on internal standards often ignore
a)
Cost control
b)
Customer expectations
c)
Supplier power
d)
Employee morale
50.
Sustained TQM success is most dependent on
a)
Tools and techniques
b)
Technology
c)
Leadership and culture
d)
Certification
51.
Which of the following is not a core component of Psychological Capital?
a)
Hope
b)
Optimism
c)
Mindfulness
d)
Resilience
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