TQM-Unit 1

Quality is subjective

• Yes

• No

The characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the customers

• True

• False

Who said Quality is “fitness for use”

(a)  

Quality is the (a)   to requirements/Specifications

Quality Statements are

• Vision

• Mission

• Policy Statements

• All the above

What and where an organization believes it will be within a stated time period is called

• Vision

• Mission

• Policy Statement

• None of the above

Which one support the Vision of an organization and also answer why the organization was created

• Vision

• Mission

• Quality Policy

• None of the above

The quality policy is a guide for everyone in the organization as to how they should provide products and service to the customers.

• True

• False

Quality can be quantified as

• Q=Performance/Expectations
  

• Q=Expectations/Performance

• Q=Service /Expectations
  

• Can not be quantified
  

Choose the service quality dimensions from the given list

• Aesthetics

• Durability

• Reliability

• Responsiveness

• Courtesy