Q. 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.

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Q. Company P and Q are two famous clothing companies in the city. Customers have complained that the staff at Company P are unaware of modern trends and seem to take no interest in understanding customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What can you infer?

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Q. If all the service promised according to the time commitments are met then __________

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Q. If an organization commits to 10 promises and if all the promises are met, then which ‘service quality’ dimension is strongly promoted?

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Q. 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?

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Q. Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near his office. The gym is open from 6 am – 10 pm. Consider the timings of engagements of both Raju and the gym center, which dimension of ‘service quality’ is strongly promoted?

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

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Q. What is TQM?

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Q. 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?

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Q. 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?

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Q. 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?

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Q. Which ‘pillar of TQM’ is referred to when the study of customer needs is done, the requirements of the customer are gathered, and customer satisfaction is measured and managed?

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Q. Which ‘pillar of TQM’ refers to the act of developing a production process that reduces product variations, and by application of this process, the same product with the same level of quality is produced every time?

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Q. Which ‘pillar of TQM’ refers to TQM’s environment of a committed and well-trained workforce that participates in activities involving quality improvement?

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

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Q. In traditional management, quality is determined by the company. In total quality management, quality is determined by the customer.

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Q. 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?

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Q. In traditional management, individual employees are held accountable for the presence of a defect.

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Q. The manager of a company is known to threaten his employees for the presence of a defect. What can you infer about the management culture?

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Q. A company is known to have a reward policy for its employees. The manager gives its employees a chance to improve if a mistake is conducted by them. What can you infer about the management culture?

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