Questions and answers for exam Preparation

MCQs

Total Questions : 204 | Page 2 of 21 pages

Question 11. If an organization commits to 10 promises and if all the promises are met, then which ‘service quality’ dimension is strongly promoted?

Completeness
Timeliness
Competence
Tangibles

Discuss Question

Answer: Option A. -> Completeness
Answer: (a).Completeness

Question 12. Company P and Q are two famous clothing companies in the city. Customers have complained that the staff at Company P are unaware of modern trends and seem to take no interest in understanding customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What can you infer?

Company P is more competent than Company Q
Company Q is more competent than Company P
Company P is at the same level as Company Q in terms of competency
Competency cannot be compared

Discuss Question

Answer: Option B. -> Company Q is more competent than Company P
Answer: (b).Company Q is more competent than Company P

Question 13. If all the service promised according to the time commitments are met then __________

Timeliness is established
Durability is found
The service looks attractive
Empathy is considered

Discuss Question

Answer: Option A. -> Timeliness is established
Answer: (a).Timeliness is established

Question 14. Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near his office. The gym is open from 6 am – 10 pm. Consider the timings of engagements of both Raju and the gym center, which dimension of ‘service quality’ is strongly promoted?

Timeliness
Accessibility and Convenience
Credibility
Reputation

Discuss Question

Answer: Option B. -> Accessibility and Convenience
Answer: (b).Accessibility and Convenience

Question 15. If an organization focuses on trustworthiness and belief considering the customer’s best interests, which dimension of ‘service quality’ is focused on by the organization?

Credibility
Aesthetics
Durability
Timeliness

Discuss Question

Answer: Option A. -> Credibility
Answer: (a).Credibility

Question 16. Which ‘pillar of TQM’ is referred to when the study of customer needs is done, the requirements of the customer are gathered, and customer satisfaction is measured and managed?

Process Management
Employee Empowerment
Continuous Improvement
Customer Focus

Discuss Question

Answer: Option D. -> Customer Focus
Answer: (d).Customer Focus

Question 17. Which ‘pillar of TQM’ recognizes that product quality is a result of process quality?

Process Management
Employee Empowerment
Continuous Improvement
Customer Focus

Discuss Question

Answer: Option C. -> Continuous Improvement
Answer: (c).Continuous Improvement

Question 18. Which ‘pillar of TQM’ refers to TQM’s environment of a committed and well-trained workforce that participates in activities involving quality improvement?

Process Management
Employee Empowerment
Continuous Improvement
Customer Focus

Discuss Question

Answer: Option B. -> Employee Empowerment
Answer: (b).Employee Empowerment

Question 19. Which ‘pillar of TQM’ refers to the act of developing a production process that reduces product variations, and by application of this process, the same product with the same level of quality is produced every time?