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 5 of 21

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Q41.
Which of the following does not fit in the category of Internal Customers?

a.

Stakeholders

b.

Public

c.

Shareholders

d.

Employees of a company

Discuss
Answer: (b).Public
Q42.
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?

a.

The manufacturer failed to satisfy the implied need of the product

b.

The manufacturer failed to impress his boss

c.

The manufacturer failed to maintain the reputation of the company

d.

The manufacturer failed to impress his supplier

Discuss
Answer: (a).The manufacturer failed to satisfy the implied need of the product
Q43.
The stated needs are the needs which the customer specifies for procurement of goods or services.

a.

True

b.

False

c.

May be True or False

d.

Can't say

Discuss
Answer: (a).True
Q44.
The state of affairs in which customers feel that their expectations have been met by the product features is known as ______________

a.

Customer Satisfaction

b.

Customer Attraction

c.

Customer Loyalty

d.

Customer Reputation

Discuss
Answer: (a).Customer Satisfaction
Q45.
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
Q46.
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
Q47.
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
Q48.
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
Q49.
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
Q50.
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
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