Total Quality Management Mock Test 1

1. Which of the following does not fit in the category of Goods?

2. The two categories of products are _____ and _____

3. Company X, Company Y, and Company Z are mobile manufacturers. They have been in the market for 10 years. Company X has the record of solving all the problems reported by their customers while Company Y and Company Z have the record of solving 80% and 85% of the problems reported by their customers respectively. Which company will have the highest reputation?

4. Surya inspected his newly purchased bicycle and found a defect on its saddle. He tells the manufacturer about it. The manufacturer charges ₹5000 for repairing it. Which dimension of ‘product quality’ is poorly reflected here?

5. The inability to change the organizational structure is a barrier to TQM implementation.

6. If an organization focuses on trustworthiness and belief considering the customer’s best interests, which dimension of ‘service quality’ is focused on by the organization?

7. To attain customer satisfaction, which of the following is mandatory in TQM?

8. Paul found a defect in his newly purchased television set. He called the customer care to tell about the problem. The customer care told him to write an offline application and send it to the retailer. The retailer will then take it forward to the service center. After this, it will take 2 months to repair the television set. Which dimension of ‘product quality’ is poorly reflected here?

9. The customer determines the level of quality.

10. TQM is the management approach of an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society. Which organization had given this definition of TQM?