Total Quality Management Multiple Choice Questions on “Quality Gurus – Crosby”.
1. Which among the following is not a contribution made by Crosby?
a) Quality is Free
b) Quality without Tears
c) Let’s Talk Quality and Leading: The Art of Becoming an Executive
d) Quality Planning and Analysis
Answer: d
Clarification: ‘Quality is Free’, ‘Quality without Tears’, ‘Let’s Talk Quality and Leading: The Art of Becoming an Executive’ are contributions made by Crosby. ‘Quality Planning and Analysis is authored by Juran.
2. Which among the following is not a contribution made by Crosby?
a) Four Absolutes of Quality
b) Fourteen Steps for Quality Improvement
c) Quality Vaccine
d) Quality Trilogy
Answer: d
Clarification: ‘Four Absolutes of Quality Management’, ‘Fourteen Steps for Quality Improvement’, ‘Crosby’s Quality Vaccine’ are contributions made by Crosby. ‘Quality Trilogy’ is a contribution made by Juran.
3. According to Crosby’s First Absolute of Quality, quality is _______ to requirements, not goodness.
a) Conformance
b) Negligence
c) Carelessness
d) Betrayal
Answer: a
Clarification: According to Crosby’s First Absolute of Quality, quality is conformance to requirements, not goodness. There are four absolutes of quality proposed by Crosby. Crosby was the founder and chairman of the board of Career IV, an executive management consulting firm.
4. According to Crosby’s Second Absolute of Quality, quality is achieved by _______not appraisal.
a) Prevention
b) Inspection
c) Suspension
d) Retention
Answer: a
Clarification: According to Crosby’s Second Absolute of Quality, quality is achieved by prevention, not appraisal. There are four absolutes of quality proposed by Crosby. He believed in the concept of zero defects.
5. According to Crosby’s Third Absolute of Quality, quality has a performance standard of ________not acceptable quality levels.
a) Zero defects
b) Five defects
c) Nine defects
d) Two defects
Answer: a
Clarification: According to Crosby’s Third Absolute of Quality, quality has a performance standard of zero defects, not acceptable quality levels. There are four absolutes of quality proposed by Crosby. Crosby founded the Philip Crosby Associates Inc. and Quality College.
6. According to Crosby’s Fourth Absolute of Quality, the measurement of quality is the price of ______not indexes.
a) Conformance
b) Non-conformance
c) Adherence
d) Performance
Answer: b
Clarification: According to Crosby’s Fourth Absolute of Quality, the measurement of quality is the price of non-conformance, not indexes. There are four absolutes of quality proposed by Crosby. Crosby served in the US Navy in the Second World War.
7. According to Crosby’s Quality Vaccine, ‘Integrity’ refers to the need for treating quality seriously throughout the whole business organization from top to bottom. The future of the company will be judged on the performance on quality.
a) True
b) False
Answer: a
Clarification: There are five sections in Crosby’s Quality Vaccine. They are integrity, systems, communications, operations, and policies. Integrity is crucial to attain customer satisfaction. Companies must consider quality seriously as the measurement of quality is the price of non-conformance.
8. According to Crosby’s Quality Vaccine, ‘Systems’ refers to the need for maintaining appropriate measures and systems for quality costs, education, quality, performance, review, improvement, and customer satisfaction.
a) True
b) False
Answer: a
Clarification: According to Crosby, there are five sections in Quality Vaccine. They are integrity, systems, communications, operations, and policies. The need of proper ‘Systems’ is crucial to sustain quality in the whole business.
9. Which among the following does not belong to the five sections of Crosby’s Quality Vaccine?
a) Communication
b) Operations
c) Policies
d) Conformance
Answer: d
Clarification: Communications, Operations, and Policies are part of Crosby’s Quality Vaccine. The other two sections are Integrity and Systems. According to Crosby, ‘vaccine’ is explained as medicine for management to prevent poor quality.
10. According to Crosby’s Fourteen Steps for Quality Improvement, what do you mean by QITs?
a) Quality Injustice Teams
b) Quality Inspection Teams
c) Quality Injection Teams
d) Quality Improvement Teams
Answer: d
Clarification: According to Crosby’s Fourteen Steps for Quality Improvement, QITs refer to Quality Improvement Teams. They are needed for quality improvement process planning and administration. There is a need to establish and ensure management commitment also.
11. Which of the following does not belong to Crosby’s Fourteen Steps for Quality Improvement?
a) Establish quality measurements
b) Establish a zero defect committee and program
c) Hold a zero defects day
d) Create constancy of purpose towards improvement of product and service.
Answer: d
Clarification: ‘Establish quality measurements’, ‘Establish a zero defect committee and program’, and ‘Hold a zero defects day’ all belong to Crosby’s Fourteen Steps for Quality Improvement. ‘Create constancy of purpose towards improvement of product and service’ belongs to Deming’s fourteen points on route to quality.
12. According to Crosby’s Fourteen Steps for Quality Improvement, what do you mean by obstacle reporting?
a) To communicate to management about obstacles employees’ face in attaining quality improvement
b) To report about the no of steps employees’ climb on their way to office
c) To write an article on the topic ‘Obstacle’
d) To write an essay on the topic ‘Obstacle’
Answer: a
Clarification: According to Crosby’s Fourteen Steps for Quality Improvement, obstacle reporting means to encourage employees’ to communicate to management about the obstacles they face in attaining quality improvement goals set by the company. It is an important tool to track quality improvement and check progress of the company in achieving the desired quality.