NO.1 Which statement best describes total quality management (TQM)?
A. TQM emphasizes better statistical quality control techniques.
B. TQM emphasizes doing each job right the first time.
C. TQM emphasizes reducing the cost of inspection.
D. TQM emphasizes encouraging cross-functional teamwork.
TQM establishes quality as an organizational objective and views it as a major component of the
organization's service to its customers. It emphasizes employee training and commitment,
productservice design and production, and customer service. Ordinarily, the quality of a product or
service is as important to customers as cost and timeliness. Superior product quality is not merely
the result of more inspection, better statistical quality control, and cross-functional teamwork.
Manufactures must make fundamental changes in the way they produce products and do each job
right the first time.
NO.2 Which of the following is a characteristic of total quality management (TQM)?
A. Quality by final inspection.
B. Management by objectives.
C. On-the-job training by other workers.
D. Education and self-improvement.
TQM is the continuous pursuit of quality in every aspect of organizational activities. One of the
means of achieving this is through employee training and empowerment.
NO.3 All of the following are generally included in a cost-of-quality report except:
A. Lost contribution margin.
Prevention costs are incurred to prevent defects. Appraisal costs are incurred to detect defective
output during and after the production process. Internal failure costs are associated with defective
output discovered before shipping. External failure costs are associated with defective output
discovered after it has reached the customer.
20. Statistical quality control often involves the use of control charts whose basic purpose is to:
A. Determine when accounting control procedures are not working.
B. Control labor costs in production operations.
C. Detect performance trends away from normal operations.
D. Monitor internal control applications of information technology.
The number of parts shipped per day would most likely be used as a measure of the effectiveness
and efficiency of shipping procedures, not the quality of the product. This measure does not
consider how many of the parts are defective.
15. Quality costing is similar in service and manufacturing organizations. Nevertheless, the
between these organizations have certain implications for quality management. Thus,
A. Direct labor costs are usually a higher percentage of total costs in manufacturing organizations.
B. External failure costs are relatively greater in service organizations.
C. Quality improvements resulting in more efficient use of labor time are more likely to be accepted
by employees in service organizations.
D. Poor service is less likely to result in loss of customers than a faulty product.
A cost-of-quality report includes most costs related to quality, specifically the costs of prevention,
appraisal, internal failure, and external failure.
11. Which of the following is not an appropriate measure of quality?
A. Market share.
B. Delivery performance.
C. Customer satisfaction.
D. Raw materials costs.
E. Warranty claims.
One of the principles of total quality management (TQM) is customer orientation, whether the
customer is internal or external. An internal customer is a member of the organization who relies on
another member's work to accomplish his/her task.
14. Management of a company is attempting to build a reputation as a world-class manufacturer
of quality products. Which of the following measures would not be used by the firm to measure
A. The percentage of shipments returned by customers because of poor quality.
B. The number of parts shipped per day.
C. The number of defective parts per million.
D. The percentage of products passing quality tests the firsttime
TQM emphasizes quality as a basic organizational function. TQM is the continuous pursuit of quality
in every aspect of organizational activities. One of the basic principles of TQM is doing it right the
first time. Thus, errors should be caught and corrected at the source.
18. Which of the following is a key to successful total quality management (TQM)?
A. Training quality inspectors.
B. Focusing intensely on the customer.
C. Creating appropriate hierarchies to increase efficiency.
D. Establishing a well-defined quality standard, then focusing on meeting it.
H. Supplier evaluations.
Emphasizing lower input costs may result in more defective output, and higher input costs may or
may not reflect the procurement of better raw materials. Financial measures are thus mostly
unsuitable for measuring quality.
12. One of the main reasons that implementation of a total quality management (TQM) program
works better through the use of teams is:
A. Teams are more efficient and help an organization reduce its staffing.
B. Employee motivation is always higher for team members than for individual contributors.
C. Teams are a natural vehicle for sharing ideas, which leads to process improvement.
D. The use of teams eliminates the need for supervision, thereby allowing a company to reduce
TQM promotes teamwork by modifying or eliminating traditional (and rigid) vertical hierarchies and
instead forming flexible groups of specialists. Quality circles, cross-functional teams, and
self-managed teams are typical formats. Teams are an excellent means of encouraging the sharing
of ideas and removing process improvement obstacles.
13. If a company is customer-centered, its customers are defined as:
A. Only people external to the company who have purchased something from the company.
B. Only people internal to the company who directly use its product.
C. Anyone external to the company and those internal who rely on its product to get their job done.
D. Everybody external to the company who is currently doing, or may in the future do, business with
K. Design engineering.
External failure costs arise when problems occur after delivery. They occur because products or
services are nonconforming or otherwise do not satisfy customers. External failure costs in service
enterprises are even more important than in manufacturing environments. Faulty goods sometimes
maybe reworked or replaced to a customer's satisfaction, but poor service tends to result in a loss of
16. A means of limiting production delays caused by equipment breakdown and repair is to:
A. Schedule production based on capacity planning.
B. Plan maintenance activity based on an analysis of equipment repair work orders.
C. Pre-authorize equipment maintenance and overtime pay.
D. Establish a preventive maintenance program for all production equipment.
A preventive maintenance program reduces equipment breakdowns and repairs.
17. Under a total quality management (TQM) approach,
A. Measurement occurs throughout the process, and errors are caught and corrected at the source.
B. Quality control is performed by highly trained inspectors at the end of the production process.
C. Upper management assumes the primary responsibility for the quality of the products and
D. A large number of suppliers are used in order to obtain the lowest possible prices.
TQM emphasizes satisfaction of customers, both internal and external. TQM considers the supplier's
relationship with the customer, identifies customer needs, and recognizes that everyone in a
process is at some time a customer or supplier of someone else, either inside or outside of the
organization. Thus, TQM begins with external customer requirements, identifies internal
customer-supplier relationships and requirements, and establishes requirements for external
19. The four categories of costs associated with product quality costs are:
A. External failure, internal failure, prevention, and carrying.
B. External failure, internal failure, prevention, and appraisal.
C. External failure, internal failure, training, and appraisal.
D. Warranty, product liability, training, and appraisal.
IIA-CIA-Part3 方法 IIA-CIA-Part3 認定
Statistical control charts are graphic aids for monitoring the status of any process subject to random
variations. The chart consists of three horizontal lines plotted on a horizontal time scale. The vertical
scale represents the appropriate quantitative measure. The center line represents the average range
or overall mean for the process being controlled. The other two lines are the upper control limit and
the lower control limit. The processes are measured periodically, and the values are plotted on the
chart. If the value falls within the control limits, no action is taken. If the value falls outside the limits,
the process is considered "out of control," and an investigation is made for possible corrective
action. Another advantage of the chart is that it makes trends visible.
NO.4 The use of teams in total quality management (TQM) is important because:
A. The use of teams eliminates the need for supervision, thereby allowing a company to become
leaner and more profitable.
B. Teams are quicker to make decisions, thereby helping to reduce cycle time.
C. Well-managed teams can be highly creative and are able to address complex problems better
than individuals can.
D. Employee motivation is higher for team members than for individual contributors.
Teams can use the diverse knowledge and skills of all team members. Employee involvement means
training and empowering employees to harness their creativity for problem solving. Quality control
circles are used to obtain input from employees and to locate the best perspective on problem
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