Quality Management 2.4
Explore Quality Management
Test your knowledge on Quality Management and Total Quality Management (TQM) through this engaging quiz. Enhance your understanding of key concepts and practices related to quality assurance.
- Multiple choice questions
- Focus on TQM principles and the SERVQUAL model
- Assess knowledge and gain insights
Which of the following statements is correct?
Quality Management is the aspect of management that takes care of Total Quality Management and implements it in the production process
Quality Management is the aspect of management that falls under quality strategy and is implemented by management as a whole
Quality Management is the aspect of management that monitors quality standards and implements improvements
All of the above
Quality is defined as the degree of satisfaction experienced by the target group. Which other aspects influence that experience?
Functional aspect, service provider, packaging and customer service
Technical aspects, product specifications, expectations and final experience
Technical aspects, delivery time, after-sale service and design
The correlation between the expected experience and the actual experience
Total Quality Management is a system used to implement relative quality and achieve the desired level of quality with minimal expenses.
This statement is true
This statement is incorrect
This statement is incorrect, the amount of expenses are not relevant in order to achieve quality
This statement is incorrect, quality is not relative
TQM should...
...be part of the general policy of the enterprise
...include all phases of the production process
...be adopted by all levels of the organisation (from top to work floor)
All of the above
TQM in the process is linked to:
Development, Production, Marketing, Sales, Delivery & Customer service
Marketing, Design, Procurement, Production, Distribution & Sales
Design, Development, Production, Distribution, Customer service & Sales
Marketing, Development, Procurement, Production, Sales & Customer feedback
Which of the following is NOT a reason for quality control?
Increase competition
Changes in legislation
Increase buyer awareness of quality
The cost of quality
Decrease expenses
Which are the five phases of a Six Sigma project?
Analyse, Define, Measure, Improve, Control
Define, Measure, Analyse, Improve, Control
Control, Define, Measure, Improve, Anbalyse
Define, Measure, Control, Improve, Analyse
The delivery of satisfaction to the customer is related to the totality of relationship between...
...service providers (functional aspect) and the features of the product (technical aspect)
....service providers (technical aspect) and the features of the product (functional aspect)
...service providers (functional aspect) and the delivery of customer service (technical aspect)
...customer service (functional aspect) and Total Quality Management (managerial aspect)
TQM is managed by quality assurance in order to provide the right level of satisfaction through a service guarantee. Which of the following TWO are NOT an aspect quality can be assessed on?
Reliability
Delivery
Responsiveness
Empathy
Durability
Competence
Tangibles
A consumer-oriented approach recognises...
...the product's conformance and matches it with standardised requirements
...that the holistic process of service delivery has to be controlled by taking into consideration the expectations and attributes of clients
...the empathy exerted from the clients and tries to match it with the desired and expected product/service experience
...that the emperic process of customer experience towards the marketed product, in order to identify if its favourable or not
In the Gronroos model, for which two missing words do the letters stand for? (choose two answers)
A=Functional (What)
A=Technical (What)
B=Functional (How)
B=Technical (How)
Which of the following is NOT a gap in the SERVQUAL model
Consumer expectation - Management perception
Perceived service - Delivered Service
Service quality specifications - external communication
Service quality specifications - service delivery
What does the Deming circle refer to?
Produce, Deliver, Check, Act
Plan, Do, Check, Act
Procurement, Development, Check, Analyse
Plan, Develop, Check, Act
What does the KAD model combine?
Critical success factors and customer feedback
Service expectation vs. experience
Key performance indicators and critical success factors
Key performance indicators and total quality management
The EFQM Excellence model is based on nine criteria, five are enablers and four are results, but what does each cover?
The enabler criteria cover what an organisation achieves and the results criteria cover what an organisation does and how it does it
Enablers have to cover results for effective total quality management in an enterprise
The results cover the implementation of enablers so that an organisation can achieve the development of value added products
The enabler criteria cover what an organisation does and how it does it and the results criteria cover what an organisation achieves
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