Basic Concepts of Total Quality Management MCQs

Welcome to our comprehensive collection of Multiple Choice Questions (MCQs) on Basic Concepts of Total Quality Management, a fundamental topic in the field of Total Quality Management. Whether you're preparing for competitive exams, honing your problem-solving skills, or simply looking to enhance your abilities in this field, our Basic Concepts of Total Quality Management MCQs are designed to help you grasp the core concepts and excel in solving problems.

In this section, you'll find a wide range of Basic Concepts of Total Quality Management mcq questions that explore various aspects of Basic Concepts of Total Quality Management problems. Each MCQ is crafted to challenge your understanding of Basic Concepts of Total Quality Management principles, enabling you to refine your problem-solving techniques. Whether you're a student aiming to ace Total Quality Management tests, a job seeker preparing for interviews, or someone simply interested in sharpening their skills, our Basic Concepts of Total Quality Management MCQs are your pathway to success in mastering this essential Total Quality Management topic.

Note: Each of the following question comes with multiple answer choices. Select the most appropriate option and test your understanding of Basic Concepts of Total Quality Management. You can click on an option to test your knowledge before viewing the solution for a MCQ. Happy learning!

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Basic Concepts of Total Quality Management MCQs | Page 20 of 21

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Q191.
Which among the following is not a factor influencing customer perception of quality after making a purchase?

a.

Ease of use

b.

Ease of installation

c.

Previous experience

d.

Handling of repairs claims and warranty

Discuss
Answer: (c).Previous experience
Q192.
Which of the following is not the best way to gather information about customer needs?

a.

Information on competitor’s products

b.

Personal visits to customer locations

c.

Employees with special knowledge of the customer

d.

Threatening customers to tell their needs

Discuss
Answer: (d).Threatening customers to tell their needs
Q193.
Which of the following cannot be considered as a technique to gather information about customer needs?

a.

Customer meetings

b.

Tracking customer complaints

c.

Government or Independent Laboratory Data

d.

Waiting for customer to come and tell about their needs

Discuss
Answer: (d).Waiting for customer to come and tell about their needs
Q194.
Which of the following is false regarding the Kano Model of Customer Satisfaction?

a.

Identifying customer needs

b.

Determining functional requirements

c.

Concept development

d.

Inability in analyzing competitive product

Discuss
Answer: (d).Inability in analyzing competitive product
Q195.
Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs.

a.

True

b.

False

c.

May be True or False

d.

Can't say

Discuss
Answer: (a).True
Q196.
The customer needs that keep a company in the market are called ___________

a.

Performance Needs

b.

Basic Needs

c.

Excitement Needs

d.

Excess Needs

Discuss
Answer: (a).Performance Needs
Q197.
Market research, focus groups, Surveys, Clinics, Interviews, and Contextual Enquiry are techniques to gather information about Performance Needs.

a.

True

b.

False

c.

May be True or False

d.

Can't say

Discuss
Answer: (a).True
Q198.
The customer needs that bring with them pleasant surprises and customer delight are called ________________

a.

Performance Needs

b.

Basic Needs

c.

Excitement Needs

d.

Excess Needs

Discuss
Answer: (c).Excitement Needs
Q199.
The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer is called _______

a.

customer needs

b.

customer delight

c.

customer expectations

d.

customer complaints

Discuss
Answer: (d).customer complaints
Q200.
Which of the following is not a tool used to collect customer complaints?

a.

Ask the manager of the company to list down potential reasons for customer complaints

b.

Social media

c.

Toll – free telephone numbers

d.

Customer visits

Discuss
Answer: (a).Ask the manager of the company to list down potential reasons for customer complaints
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