IHML02H. Prelims. Quiz 2

Degree of excellence a product or service provides

• Quality

• Quantity

• Management

Quality can be measured in terms of

• durability

• reliability

• authenticity

• usage

The quality of your product/services needs to be superior to your competitors.

• True

• False

a continuous effort by the management as well as employees of a particular organization to ensure long-term customer loyalty and customer satisfaction.

• Total Quality Management

• Quality Service Management

• Quality Management

• Total Service Management

TQM is a structured effort by employees to continuously improve the quality of their products and services through proper feedbacks and research. Ensuring to provide superior quality of product or service to customers.

• Both statements are correct.

• Both statements are incorrect.

• Statement 1 is correct; Statement 2 is incorrect.

• Statement 1 is incorrect; Statement 2 is correct.

Satisfied customers can result in customer loyalty. They can also bring other customers to the business.

• True

• False

TQM ensures that every single employee is working towards the improvement of work, culture, processes, services, systems to ensure long-term success.

• True

• False

TQM can be divided into:

• Plan, Do, Check, Act

• Quality Planning, Quality Control, and Quality Improvement

• Plan, Do, Check. Adjust

• Plan Do, Inspect, Check, Act, Adjust

It is the most crucial part of TQM and finding problems in the organization.

Employees develop a solution to the problem