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.

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Basic Concepts of Total Quality Management MCQs | Page 3 of 21

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Q21.
Quality is conformance to requirements. Identify the quality guru who said this.

a.

Ishikawa

b.

Crosby

c.

Ohno

d.

Deming

Discuss
Answer: (b).Crosby
Q22.
Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry on finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected?

a.

Tangibles

b.

Reliability

c.

Responsiveness

d.

Empathy

Discuss
Answer: (a).Tangibles
Q23.
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?

a.

Empathy

b.

Aesthetics

c.

Reliability

d.

Reputation

Discuss
Answer: (c).Reliability
Q24.
At Bengaluru Airport, Karan was surprised by the help he received from the staff at the airport. He was worried about the standard procedures like collecting boarding pass and security check-in. But the staff overwhelmingly helped him overcome all the difficulties. Which dimension of ‘service quality’ was strongly promoted by the staff at the airport?

a.

Aesthetics

b.

Features

c.

Empathy

d.

Reputation

Discuss
Answer: (c).Empathy
Q25.
Manish had purchased a ticket from a famous airline for his upcoming business meeting in London. He had injured his left leg a couple of days back and needed wheelchair assistance. He called the airline customer service and asked for wheelchair assistance. He was not only promised wheelchair assistance but also pick-up and drop facility. Which dimension of ‘service quality’ was strongly promoted here?

a.

Assurance

b.

Features

c.

Aesthetics

d.

Reputation

Discuss
Answer: (a).Assurance
Q26.
Which of the following is not a technique to study the ‘service quality gap’?

a.

Surveys

b.

Online Research

c.

Focus Groups

d.

Asking the boss of the company

Discuss
Answer: (d).Asking the boss of the company
Q27.
Which of the following is incorrect while referring to challenges faced while ensuring service quality?

a.

Customer expectations change over a period of time

b.

Different customers can have different expectations

c.

Customer expectations do not change at all

d.

Knowledge of all customers about the service may not be the same

Discuss
Answer: (c).Customer expectations do not change at all
Q28.
If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?

a.

Responsiveness

b.

Aesthetics

c.

Empathy

d.

Durability

Discuss
Answer: (a).Responsiveness
Q29.
Company A and Company B are two social networking service companies. It has been found that Company A shares a user’s private information with undetectable sources while Company B is not accused of any such activities. Which dimension of ‘service quality’ is at stake?

a.

Security

b.

Empathy

c.

Responsiveness

d.

Durability

Discuss
Answer: (a).Security
Q30.
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.

a.

Communication

b.

Security

c.

Timeliness

d.

Durability

Discuss
Answer: (a).Communication
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