Font size
WorksheetsTQM-Unit 1
Total questions: 30
Worksheet time: 54mins
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
Select the dimensions of quality
Performance
Durability
Reputation
Conformance
Price
Customer is the most important (a) of an Organization
Understanding the customer ________ and ____________ is essential to win
needs and expectations
mind and requirements
needs and likes
likes and dislikes
Write your comment on the above Tabulo customer satisfaction model
Who is buying / consuming goods / service are called _____________ customers
Internal
External
Every person in a process is a customer of the previous operation are called
External Customers
Internal customers
Giving remote with TV and calling options for mobile phones are the examples of
Satisfying basic needs
Satisfying performance needs
Satisfying excitement needs
State an incident that happened in your life that made you delight when did you purchase any product or service.
Explain the above diagram
To find out dissatisfies, the best starting point is
Market Research
Bench-marking
Brainstorming
Compliant systems
Which of the following is most appropriate choice for finding delighters?
Customer satisfaction survey
Loyalty Programmes
Customer complaints database
Observing how customers are uses a product
Storage of service is easier than product.
True
False
Service if not used in time is lost forever called
Perishable
Demand
Pricing
Intangible
service cannot be touched or sensed, tested or felt before they are availed. Because service has _____________
Intangibility
Inseparability
Perishability
Heterogeneity
In service possibility to create some personalised services and are consumed simultaneously. Because services are ___________________ in nature.
Intangible
Heterogeneity
Inseparable
Perishable
Personal service cannot be _________________ from the individual
Separate
combine
join
create
The features of service by a provider cannot be uniform or standardised, because services are
Heterogeneity
Intangible
Perishable
Inseparable
Transfer of ownership is very easier then products
True
False
We can not Evaluate the service delivery easily. Evaluate.
Arrange the above in Goods - Service continuum in an order by your own. One side Pure Goods and other side Pure service.
