0

Total Quality Management Mcqs

Q:

Quality is fitness for use. Identify the quality guru who said this.

A) Deming B) Crosby
C) Juran D) Taguchi
 
Answer & Explanation Answer: C) Juran

Explanation: Juran said that quality is fitness for use. The concept of fitness for use is applied to all products and services.

View Answer Discuss

474
Q:

Michael bought a new washing machine which is not performing its primary function of washing clothes properly. What should the executive at customer care suggest Michael?

A) To sell the washing machine B) To buy a new washing machine
C) To assure the customer that a specialist will visit their house the following day D) To lease the washing machine
 
Answer & Explanation Answer: C) To assure the customer that a specialist will visit their house the following day

Explanation: A new washing machine is not washing clothes properly is definitely a disappointment for the customer. To ensure customer satisfaction the executive at customer care very rightly assured that the specialist will look into the reasons for malfunctioning of the washing machine. It is incorrect to suggest selling, buying or leasing the washing machine without even looking at the problem.

View Answer Discuss

855
Q:

Choose the incorrect statement regarding the need for quality.

A) Markets have become more competitive B) Quality provides sustained performance
C) Quality provides customer satisfaction D) It is the trend nowadays to introduce quality
 
Answer & Explanation Answer: D) It is the trend nowadays to introduce quality

Explanation: Due to an increase in marketing competitiveness, quality is desired in any organization. Due to systematic standards and procedures involved, it will provide sustained performance. Consequently, we will have customer satisfaction. It is wrong to interpret that quality is necessary because it is a global trend.

View Answer Discuss

1761