MQM 227 – Operations Management | 90 TQM & Six Sigma Exam Questions on ISO, DMAIC, Quality

This document contains 90 multiple-choice and true/false questions with correct answers from Chapter 12 of MQM 227 – Operations Management at Illinois State University. The material centers on Total Quality Management (TQM), Six Sigma methodology, ISO standards, and core quality management principles and tools. Students will encounter topics such as cost of quality (COQ), DMAIC (Define, Measure, Analyze, Improve, Control), statistical process control, inspection systems (Shingo model), poka-yoke mechanisms, benchmarking, and the Malcolm Baldrige National Quality Award. The questions explore the philosophies of leading quality experts such as Deming, Juran, and Crosby, and how their principles apply to practical business settings. It also includes applications of Lean Six Sigma, distinctions between internal and external failure costs, performance metrics like DPMO, and detailed breakdowns of ISO 9000 and ISO 14000 standards. This resource is ideal for students in operations management, business administration, industrial engineering, quality control, supply chain management, and related fields. It serves as a full exam preparation tool, classroom review aid, or certification practice guide for quality-focused coursework. Keywords: operations management, MQM 227, TQM, Six Sigma, DMAIC, ISO 9000, ISO 14000, COQ, DPMO, Malcolm Baldrige, Deming, Juran, Crosby, quality management, conformance quality, process control, Lean Six Sigma, benchmarking, poka-yoke, Shingo system, internal failure, external failure, quality costs