Total Quality Management Practice Test 1

1. 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?

2. Quality is the minimum loss imparted by a product to society from the time product is shipped. Identify the quality guru who said this.

3. In Company E, the supervisors and employees solve problems based on their individual knowledge, skills, and instincts. In Company F, everyone in the organization solves problems based on substantive data. What can you infer about the management culture?

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

5. The customer determines the level of quality.

6. Which of the following is not an idea that can be incorporated by top management in a company to develop the Total Quality Program of a company?

7. 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?

8. The two categories of products are _____ and _____

9. 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?

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