Basic Concepts Of Total Quality Management(Total Quality Management ) Questions and Answers

Question 1. Choose the incorrect statement regarding the need for quality.
  1.    Markets have become more competitive
  2.    Quality provides sustained performance
  3.    Quality provides customer satisfaction
  4.    It is the trend nowadays to introduce quality
Explanation:-
Answer: Option D. -> It is the trend nowadays to introduce quality
Answer: (d).It is the trend nowadays to introduce quality
Question 2. Michael bought a new washing machine which is not performing its primary function of washing clothes properly. What should the executive at customer care suggest Michael?
  1.    To sell the washing machine
  2.    To buy a new washing machine
  3.    To assure the customer that a specialist will visit their house the following day
  4.    To lease the washing machine
Explanation:-
Answer: Option C. -> To assure the customer that a specialist will visit their house the following day
Answer: (c).To assure the customer that a specialist will visit their house the following day
Question 3. Quality is fitness for use. Identify the quality guru who said this.
  1.    Deming
  2.    Crosby
  3.    Juran
  4.    Taguchi
Explanation:-
Answer: Option C. -> Juran
Answer: (c).Juran
Question 4. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)
  1.    Q=P/E
  2.    Q=P+E
  3.    Q=P-E
  4.    Q=P*E
Explanation:-
Answer: Option A. -> Q=P/E
Answer: (a).Q=P/E
Question 5. Quality is conformance to requirements. Identify the quality guru who said this.
  1.    Ishikawa
  2.    Crosby
  3.    Ohno
  4.    Deming
Explanation:-
Answer: Option B. -> Crosby
Answer: (b).Crosby
Question 6. Which of the following is not a technique to study the ‘service quality gap’?
  1.    Surveys
  2.    Online Research
  3.    Focus Groups
  4.    Asking the boss of the company
Explanation:-
Answer: Option D. -> Asking the boss of the company
Answer: (d).Asking the boss of the company
Question 7. If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?
  1.    Responsiveness
  2.    Aesthetics
  3.    Empathy
  4.    Durability
Explanation:-
Answer: Option A. -> Responsiveness
Answer: (a).Responsiveness
Question 8. Which of the following is incorrect while referring to challenges faced while ensuring service quality?
  1.    Customer expectations change over a period of time
  2.    Different customers can have different expectations
  3.    Customer expectations do not change at all
  4.    Knowledge of all customers about the service may not be the same
Explanation:-
Answer: Option C. -> Customer expectations do not change at all
Answer: (c).Customer expectations do not change at all
Question 9. Company A and Company B are two social networking service companies. It has been found that Company A shares a user’s private information with undetectable sources while Company B is not accused of any such activities. Which dimension of ‘service quality’ is at stake?
  1.    Security
  2.    Empathy
  3.    Responsiveness
  4.    Durability
Explanation:-
Answer: Option A. -> Security
Answer: (a).Security
Question 10. Amit is a Hindi speaking person. He resides in Chennai. He had to visit the Passport Office in Chennai to rectify some of the problems he was facing. He was surprised to find the staff at the Passport Office speaking in different languages. Name the dimension of ‘service quality’ which was enforced.
  1.    Communication
  2.    Security
  3.    Timeliness
  4.    Durability
Explanation:-
Answer: Option A. -> Communication
Answer: (a).Communication
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