CQIA Quality Fundamentals 2 — Questions and Answers
Question 1: Which quality concept describes the difference between what a customer expects and what they actually receive?
- Quality gap (Correct answer)
- Service gap
- Conformance gap
- Design gap
Correct answer: Quality gap
A quality gap is the measurable difference between customer expectations and actual delivered quality.
Question 2: In quality management, 'fitness for use' is a definition attributed to which quality pioneer?
- W. Edwards Deming
- Philip Crosby
- Joseph Juran (Correct answer)
- Kaoru Ishikawa
Correct answer: Joseph Juran
Joseph Juran defined quality as 'fitness for use,' meaning a product meets the customer's intended purpose.
Question 3: A process that produces output within specification limits but shows a non-random pattern is best described as:
- Capable but not stable (Correct answer)
- Stable but not capable
- Both stable and capable
- Neither stable nor capable
Correct answer: Capable but not stable
A non-random pattern indicates the process is not in statistical control (unstable), even if output meets specs.
Question 4: Which of the following best represents an internal failure cost?
- Customer warranty claims
- Incoming inspection costs
- Rework performed before shipment (Correct answer)
- Training employees on quality procedures
Correct answer: Rework performed before shipment
Internal failure costs occur when defects are found before the product reaches the customer, such as rework.
Question 5: The PDCA cycle was popularized in quality management primarily by:
- Philip Crosby
- W. Edwards Deming (Correct answer)
- Genichi Taguchi
- Armand Feigenbaum
Correct answer: W. Edwards Deming
W. Edwards Deming popularized the Plan-Do-Check-Act cycle as a foundation for continuous improvement.
Question 6: What is the primary purpose of a quality management system (QMS)?
- To eliminate all product defects permanently
- To provide a framework for consistently meeting customer and regulatory requirements (Correct answer)
- To reduce the number of quality inspectors needed
- To document all manufacturing processes in detail
Correct answer: To provide a framework for consistently meeting customer and regulatory requirements
A QMS provides the organizational structure, processes, and resources to consistently satisfy customer and regulatory requirements.
Question 7: Which term describes variability in a process that comes from many small, unavoidable sources and is always present?
- Special cause variation
- Assignable cause variation
- Common cause variation (Correct answer)
- Systematic variation
Correct answer: Common cause variation
Common cause variation is inherent, random variation from many small factors that are always present in a stable process.
CQIA Quality Fundamentals 2
Which quality concept describes the difference between what a customer expects and what they actually receive?