Explore topic-wise MCQs in Total Quality Management.

This section includes 15 Mcqs, each offering curated multiple-choice questions to sharpen your Total Quality Management knowledge and support exam preparation. Choose a topic below to get started.

1.

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
Answer» E.
Discussion
2.

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
Answer» E.
Discussion
3.

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
Answer» D. Handling of repairs claims and warranty
Discussion
4.

Which among the following is not a factor influencing customer perception of quality at the point of making a purchase?

A. Service and Repair Policies
B. Support Programs
C. Quoted Price for Performance
D. Comparative Performance
Answer» E.
Discussion
5.

Which among the following does not fall under the category of factors influencing customer perception of quality at the point of making a purchase?

A. Performance specifications
B. Comments of sales people
C. Warranty provisions
D. Service effectiveness
Answer» E.
Discussion
6.

Which among the following does not fall under the category of factors influencing customer perception of quality before making a purchase?

A. Previous experience
B. Advertised price for performance
C. Store reputation
D. Reliability
Answer» E.
Discussion
7.

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

A. Company’s brand name and image
B. Opinions of friends
C. Spare parts availability
D. Published Test Results
Answer» D. Published Test Results
Discussion
8.

Reputation of a firm brings the market to them and fetches them more customers.

A. True
B. False
Answer» B. False
Discussion
9.

In the modern world, warranty attached to a product attracts and build markets.

A. True
B. False
Answer» B. False
Discussion
10.

According to ASQ survey, which of the following is not part of customer perceptions?

A. Performance
B. Features
C. Service
D. Discredit
Answer» E.
Discussion
11.

Who among the following do not fall under the category of External Customers?

A. Purchasers
B. Merchants
C. Hidden Customers
D. Quality Management Unit of a Company
Answer» E.
Discussion
12.

Organizations / People who use the product or output as an input for producing their own product are called _________

A. Potential Customers
B. Hidden Customers
C. Suppliers
D. Processors
Answer» E.
Discussion
13.

Those who are not currently using the product but have the capability of becoming customers in future are called __________

A. Potential Customers
B. Hidden Customers
C. Suppliers
D. Processors
Answer» B. Hidden Customers
Discussion
14.

Who among the following is not a hidden customer?

A. Regulators
B. Critics
C. Opinion leaders
D. Managers
Answer» E.
Discussion
15.

According to Teboul’s model of customer satisfaction, identify the regions shaded in red, green and yellow respectively.

A. Company Offer, Customer Satisfaction, Customer Needs
B. Customer Satisfaction, Customer Needs, Company Offer
C. Customer Needs, Customer Satisfaction, Company Offer
D. Customer Needs, Company Offer, Customer Satisfaction
Answer» B. Customer Satisfaction, Customer Needs, Company Offer
Discussion