1. Our experiences in organizations are developed through our five senses.

These
have been defined as: *
1 point

a) Lean Principle
b) Perception Points
c) Cost of Quality
d) Both a & b

2. Associating a personal meaning to the job helps in developing a Service

Mindset: *
1 point

a) True
b) False

3. You visit a popular fast food restaurant nearby your house. You order your food
via “drive thru” and are told to wait for 7 minutes in the car park for your order to be
delivered. You need to wait for 10 minutes before the food is delivered and one
item that you ordered is missing. The food company has failed on which 2
dimensions of SERVQUAL Model: *
1 point

a) Assurance and Reliability

b) Empathy and Tangibles
c) Reliability and Responsiveness
d) None of the Above

4. A professor in the university has the ability to understand the needs of his
students. This is a very good example of which dimension of SERVQUAL Model: *
1 point

a) Reliability
b) Responsiveness
c) Tangibility
d) None of the above

5. Mr. Charles is a newly hired employee at a college. This is his first job and he is
asked to join on coming Monday at 11 am. On that day, Mr. Charles reaches office
at 11am sharp and the joining is smooth. He is allocated a workplace and a
desktop to work on. As per KANO Model which need of Mr. Charles has been
fulfilled: *
1 point

a) Attractive
b) Must be
c) Indifferent
d) Reverse

6. A visualization tool that shows work in progress to help identify bottlenecks and
over commitments: *
1 point

a) Kano Model
b) Cost of Quality
c) Kanban Board
d) Fishbone

7. A university is providing free juice and tea to the visitors at its admission office.
According to KANO model concept, this is an example of: *
1 point

a) Attractive
b) Must be
c) Indifferent
d) Reverse

8. Unnecessary movement of people between locations or offices is a waste of

what type: *
1 point

a) Over Processing
b) Skills
c) Motion
d) Waiting

9. A task has been assigned to multiple departments in an organization. In your

opinion what kind of cost it is: *
1 point

a) Preventive Cost
b) Appraisal Cost
c) Internal Failure Cost
d) External Failure Cost

10. In the last semester the students’ drop-out rate was about 5% in a particular
department. After analysis, it was revealed that the cause of drop-out was lack of
satisfaction with the quality of teaching. Based on your understanding of the Cost
of Quality, how would you classify the student dropout rate: *
1 point

a) Preventive Cost
b) Appraisal Cost
c) Internal Failure Cost
d) External Failure Cost