Total Quality Strategies; a Global View

1. Which of the following does not fit in the category of Services?

a. Banking
b. Transportation
c. Textile
d. Health care industries
2. Which of the following does not fit in the category of Product Feature?
a. Fuel consumption of a vehicle
b. Dimensions of a mechanical component
c. The owner of the product
d. The viscosity of a chemical
3. Which of the following is not a measure of Product Deficiency?
a. Errors
b. Defects
c. Off-specification
d. Mass of the mobile phone
4. The state of affairs in which customers feel that their expectations have been met
by the product features is known as ______________
a. Customer Satisfaction
b. Customer Attraction
c. Customer Loyalty
d. Customer Reputation
5. The state of affairs in which deficiencies (in goods or services) result in customer
annoyance and complaints is known as ______________
a. Customer Compliance
b. Customer Needs
c. Customer Trust
d. Customer Dissatisfaction
6. Which of the following is not an advantage of using Six Sigma?
a. Process improvement
b. Product improvement
c. Defect reduction
d. A decrease in customer satisfaction
7. The combination of Six Sigma and lean manufacturing is known as ______
a. Lean Sigma
b. Lean Two Sigma
c. Lean Six Sigma
d. Lean Three Sigma
8. Which of the following is not a benefit of JIT?
a. Reduction in throughput time
b. Improvement in quality
 c. Improvement in productivity
d. High reliance on suppliers
9. Which of the following is not an attribute of Quality Circle?
a. It is a form of participation management
b. It is a human resource development technique
c. It is a problem solving technique
d. It is not a human resource development technique
10. Which of the following is not a cause of poor marks of class 12 students in board
exams after studying the cause and effect diagram?
a. Improper teaching
b. Lack of seriousness of students due to distractions
c. Too much focus on competitive exams
d. Extremely hot climate in the area