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MCQ TQM

TQM involves customer satisfaction, supplier relationships, and benchmarking of all processes. It requires participation from all levels of an organization and leads to continuous incremental improvement. Benchmarking means evaluating performance against best industry practices and is an ongoing activity that depends on understanding both internal performance and that of industry leaders. The most important asset of a company is satisfied customers, so an organization must provide quality products, reasonable prices, timely delivery, and on-time service. Customer feedback should be obtained through ongoing surveys to ensure satisfaction.

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142 views4 pages

MCQ TQM

TQM involves customer satisfaction, supplier relationships, and benchmarking of all processes. It requires participation from all levels of an organization and leads to continuous incremental improvement. Benchmarking means evaluating performance against best industry practices and is an ongoing activity that depends on understanding both internal performance and that of industry leaders. The most important asset of a company is satisfied customers, so an organization must provide quality products, reasonable prices, timely delivery, and on-time service. Customer feedback should be obtained through ongoing surveys to ensure satisfaction.

Uploaded by

Krishna Golar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MCQ-TQM:

1. TQM involves:
a) Customer satisfaction
b) Supplier relationships
c) Benchmarking of all processes
d) Combination of all 3
2. TQM involves:
a) Only top management
b) Only workers
c) All
3. TQM leads to
a) Sporadic improvements
b) Continuous incremental improvement
4. All process steps are
a) Accepted as available
b) Validated & documented
5. ISO certification allows organization to be
a) State level player
b) National player
c) Global player
6. For analysis & interpretation
a) Intuitive methods are adopted
b) SPC tools are adopted.
7. Benchmarking means
a) Evaluating your performance with self-determined
objectives
b) Evaluating your performance against best industry practices
8. Benchmarking is:
a) One shot activity
b) Continuous incremental improvement
9. Benchmarking depends upon:
a) Understanding your performance
b) Understanding performance of best in class
c) Both
10. Benchmarking requires :
a) Next year targets based on last year performance
b) Next year targets based on external information
11. Core steps in benchmarking are:
a) 4
b) 5
c) 6
12. Hiecharchy of best practices are:
a) 1
b) 3
c) 5
13. Benchmarking gives following results:
a) 1
b) 2
c) 3
14. Benchmarking is:
a) Panecea
b) Strategy
c) Tool
15. Benchmarking is
a) Rarely adopted in industry
b) Widely practiced in industry
16. Most important asset of a company is:
a) Physical assets
b) Cash in hand
c) Satisfied customers
17. An organization must give to its customers:
a) quality product
b) reasonable price
c) timely delivery
d) on-time service
e) combination of all above
18. An organization must consider:
a) Present needs of future needs of customer
b) Both
19. Customers can be
a) Internal
b) External
c) both
20. The relationship between internal customer/supplier
depends upon:
a) 1 factor
b) 2 factors
c) 3 factors
21. Customer selects product/service based on:
a) 2 factors
b) 4 factors
c) 6 factors
22. Excellent service & product for customer satisfaction are:
a) Same
b) Different
23. Product price & life cycle costs are:
a) Same
b) Different
24. Compare to having new customer, customer retention is:
a) More costly
b) Less costly
25. Customer feedback is:
a) One time activity
b) Continuous activity
26. Customer feedback could maily obtained by:
a) 3 methods
b) 5 methods
c) 9 methods
27. Customer questionnaire is:
a) Simple exercise
b) Sophisticated exercise
28. Customer satisfaction survey & public opinion poll are:
a) Same
b) Different
29. Employee feedback is as important as customer feedback:
a) False
b) True
30. Customers generally complain to:
a) Front line managers
b) Senior executives
31. SPC tools are :
a) Important TQM tools
b) Less important TQM tools
32. SPC tools give us information about:
a) Mean value
b) Upper limit & lower limit
c) All
33. Just in time is:
a) Independent concept
b) Extension of TQM
34. ISO certification is:
a) Extension of TQM activities
b) Independent activity
35. ISO certification is :
a) Important for local trade
b) Important for export trade
c) both

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