Q. The two types of customers are ______ and ______

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Q. Which of the following does not fit in the category of External Customers?

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Q. Which of the following does not fit in the category of Internal Customers?

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Q. 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?

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

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Q. The state of affairs in which customers feel that their expectations have been met by the product features is known as ______________

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Q. The state of affairs in which deficiencies (in goods or services) result in customer annoyance and complaints is known as ______________

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Q. Which of the following is not a measure of Product Deficiency?

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Q. Which of the following is a dimension of ‘product quality’?

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Q. 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?

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Q. Priyanka bought a new mobile phone for herself. She explained to her friend that the mobile phone has a camera, Facebook facility, and music facility in addition to the basic functions like phone calls and messaging. Which dimension of ‘product quality’ is Priyanka referring to?

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Q. 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?

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Q. Andrew bought a new mobile phone from the market. While studying its specifications, he realizes that the mobile phone fails to comply with the national standards. Which dimension of ‘product quality’ has the mobile phone failed in?

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Q. Which dimension of product quality tells you about the probability that a product will perform its function for a given period of time under specified conditions?

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

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Q. Which of the following is not the best MTBF for a newly purchased laptop?

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Q. Ramesh called customer care to complain about his defective printer. The customer care tells him that it takes 2 months to repair the kind of defect Ramesh is facing with the printer. Which dimension of ‘product quality’ is poorly reflected here?

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Q. 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?

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Q. 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?

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Q. Which dimension of ‘product quality’ is best reflected when a manufacturer ensures multiple slots in a mobile phone for different sized sim cards?

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