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Total Quality Management
Total Quality Management Exam
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Q.1
The state of affairs in which customers feel that their expectations have been met by the product features is known as ______________
a) Customer Satisfaction
b) Customer Attraction
c) Customer Loyalty
d) Customer Reputation
Q.2
The state of affairs in which deficiencies (in goods or services) result in customer annoyance and complaints is known as ______________
a) Customer Compliance
b) Customer Needs
c) Customer Trust
d) Customer Dissatisfaction
Q.3
Sam purchased a pen from the market. The pen was not working clearly, legibly and smoothly. Where did the manufacturer fail in terms of satisfying the needs of the customer?
a) The manufacturer failed to satisfy the implied need of the product
b) The manufacturer failed to impress his boss
c) The manufacturer failed to maintain the reputation of the company
d) The manufacturer failed to impress his supplier
Q.4
The stated needs are the needs which the customer specifies for procurement of goods or services.
a) True
b) False
Q.5
The two categories of products are _____ and _____
a) Goods, Services
b) Media, Education
c) Pencil, Car
d) Hospitality, Calculator
Q.6
Which of the following does not fit in the category of Goods?
a) Cell phone
b) Television
c) Insurance
d) Bike
Q.7
Which of the following does not fit in the category of Services?
a) Banking
b) Transportation
c) Pen
d) Health care industries
Q.8
Service also includes support activities within companies, e.g., payroll preparation, secretarial support, and plant maintenance.
a) True
b) False
Q.9
The property that is possessed with a product and that is intended to meet certain customers’ needs and thereby provide customer satisfaction is called _________
a) Product Tree
b) Product Feature
c) Product Cycle
d) Product Design
Q.10
Which of the following does not fit in the category of Product Feature?
a) Fuel consumption of a vehicle
b) Dimensions of a mechanical component
c) The owner of the product
d) The viscosity of a chemical
Q.11
Someone who receives or is affected by the product or process is called a _______
a) Customer
b) Manager
c) Founder
d) Co-founder
Q.12
The two types of customers are ______ and ______
a) Founder, Co-founder
b) Internal, External
c) Government, People
d) CEO, CFO
Q.13
Which of the following does not fit in the category of External Customers?
a) Clients/end users who buy the product
b) Government regulatory bodies
c) Manager of a company
d) Public
Q.14
Which of the following does not fit in the category of Internal Customers?
a) Stakeholders
b) Public
c) Shareholders
d) Employees of a company
Q.15
Which of the following is not a measure of Product Deficiency?
a) Errors
b) Defects
c) Off-specification
d) Mass of the mobile phone
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