Total Quality Management Practice Test 1

1. Suresh calls up the customer care to complain regarding his new earphones. He can’t listen to the other side when his earphones are connected to his mobile phone. Which dimension of ‘product quality’ has the earphones failed to comply with?

Aesthetics

Reputation

Features

Performance

2. 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.

Communication

Durability

Timeliness

Security

3. The property that is possessed with a product and that is intended to meet certain customers’ needs and thereby provide customer satisfaction is called _________

Product Design

Product Feature

Product Cycle

Product Tree

4. Rajesh went to the market to purchase a khadi cloth for his father. The khadi cloth which the shopkeeper showed him was white in color, but it had patches of dust over it at many places. Which dimension of ‘product quality’ was poorly reflected by the shopkeeper?

Reputation

Serviceability

Aesthetics

Durability

5. Company M has short-term goals like achieving the predicted quarterly profit. Company N has long-term goals like achieving sustained customer satisfaction. What can you infer about the management culture?

Company N follows traditional management, Company M follows TQM

Company M and Company N follows TQM

Company M follows traditional management, Company N follows TQM

Company M and Company N follows traditional management

6. Attaining customer satisfaction is the heart of TQM.

True

False

7. The nominal size of a product is 30 mm. The acceptable industrial limits are from 29.98 mm to 30.02 mm. After manufacturing, the quality engineer finds the lower limit of the manufactured product to be 29.00 mm while the upper limit is 30.01 mm. What can you infer from the given scenario?

There is a failure because the upper limit is below 30.02 mm

There is no failure because both the upper and lower limits of the manufactured product are within the industrial standard limits

There is a failure because the lower limit is below 29.98 mm

We cannot comment on the failure of the dimensions of the manufactured product

8. Which ‘pillar of TQM’ recognizes that product quality is a result of process quality?

Employee Empowerment

Process Management

Customer Focus

Continuous Improvement

9. 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?

Aesthetics

Credibility

Durability

Timeliness

10. The stated needs are the needs which the customer specifies for procurement of goods or services.

True

False