My Report

Total Quality Management Mock Test 1


Correct Answer: 2 points | Wrong: -1 point
Grades: A* (100% score) | A (80%-99%) | B (60%-80%) | C (40%-60%) | D (0%-40%)
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 10%

Question 1 of 10

1. TQM is a people-focused management system that aims at a continual increase in customer satisfaction at a continually lower cost. TQM is a total system approach (not a separate area or program), and an integral part of a high-level strategy. It works horizontally across functions and departments, involving all employees, top to bottom, and exceeds backward and forward to include the supply chain and the customer chain. Which organization had given this definition of TQM?

Question 1 of 10

Question 2 of 10

2. TQM is an integrated organizational approach in delighting customers (both internal and external) by meeting their expectations on a continuous basis through everyone involved with the organization working on continuous improvement in all products, services, and processes along with proper problem-solving methodology. Which organization had given this definition of TQM?

Question 2 of 10

Question 3 of 10

3. Nancy went to purchase a new refrigerator for her house. She finds scratches on most of the refrigerators at the shop. Which dimension of ‘product quality’ is poorly reflected here?

Question 3 of 10

Question 4 of 10

4. 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?

Question 4 of 10

Question 5 of 10

5. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)

Question 5 of 10

Question 6 of 10

6. If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?

Question 6 of 10

Question 7 of 10

7. What happens when the top management does not effectively communicate about the company’s TQM program properly from top to bottom?

Question 7 of 10

Question 8 of 10

8. Which of the following is the kind of planning approach a company following TQM follows?

Question 8 of 10

Question 9 of 10

9. Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was Manoj focusing on?

Question 9 of 10

Question 10 of 10

10. Which of the following is the primary characteristic of an electric kettle while referring to its ‘performance’?

Question 10 of 10


 

Manish Bhojasia - Founder & CTO at Sanfoundry
Manish Bhojasia, a technology veteran with 20+ years @ Cisco & Wipro, is Founder and CTO at Sanfoundry. He lives in Bangalore, and focuses on development of Linux Kernel, SAN Technologies, Advanced C, Data Structures & Alogrithms. Stay connected with him at LinkedIn.

Subscribe to his free Masterclasses at Youtube & discussions at Telegram SanfoundryClasses.