Basic Concepts of Quality and TQM

The section contains multiple choice questions and answers on quality definition, product and
service quality dimensions, tqm basic cocepts and its characteristics, tqm benefits and
barriers, quality gurus like deming, juran and crosby, quality statements and cost.

This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses
on “Definition of Quality”.
1. Choose the incorrect statement regarding the need for quality.
a) Markets have become more competitive
b) Quality provides sustained performance
c) Quality provides customer satisfaction
d) It is the trend nowadays to introduce quality
View Answer

Answer: d
Explanation: Due to an increase in marketing competitiveness, quality is desired in any organization. Due
to systematic standards and procedures involved, it will provide sustained performance. Consequently,
we will have customer satisfaction. It is wrong to interpret that quality is necessary because it is a global
trend.

2. Michael bought a new washing machine which is not performing its primary function of washing
clothes properly. What should the executive at customer care suggest Michael?
a) To sell the washing machine
b) To buy a new washing machine
c) To assure the customer that a specialist will visit their house the following day
d) To lease the washing machine
View Answer

Answer: c
Explanation: A new washing machine is not washing clothes properly is definitely a disappointment for
the customer. To ensure customer satisfaction the executive at customer care very rightly assured that
the specialist will look into the reasons for malfunctioning of the washing machine. It is incorrect to
suggest selling, buying or leasing the washing machine without even looking at the problem.

3. Quality is fitness for use. Identify the quality guru who said this.
a) Deming
b) Crosby
c) Juran
d) Taguchi
View Answer

Answer: c
Explanation: Juran said that quality is fitness for use. The concept of fitness for use is applied to all
products and services.
4. How can quality be quantified? (Q=Quality, P=Performance, E=Expectations)
a) Q=P/E
b) Q=P+E
c) Q=P-E
d) Q=P*E
View Answer

Answer: a
Explanation: Mathematically, quality can be quantified as Q=P/E. Here, if Q is greater than 1, the
customer has a good feeling about the performance of the product or service.

5. Quality is conformance to requirements. Identify the quality guru who said this.
a) Ishikawa
b) Crosby
c) Ohno
d) Deming
View Answer

Answer: b
Explanation: Crosby said that quality is conformance to requirements. Here, requirements mean both
product requirements and customer requirements.

6. Quality is a predictable degree of uniformity and dependability at a low cost and suited to the market.
Identify the quality guru who said this.
a) Ishikawa
b) Shingo
c) Deming
d) Harrington
View Answer

Answer: c
Explanation: Deming said that quality is a predictable degree of uniformity and dependability at low cost
and suited to the market. Deming’s ‘14 points’ is widely used in quality improvement.

7. What does the abbreviation A.S.Q stand for?

a) American Society for Quality
b) American Standard of Quality
c) Asian Society for Quality
d) Asian Standard for Quality
View Answer

Answer: a
Explanation: A.S.Q. stands for American Society for Quality. It is a community of quality professionals. It
was established on February 16, 1946. George D. Edwards was its first president.

8. According to Deming’s Quality Chain Reaction, quality improvement results in decreased productivity.
a) True
b) False
View Answer

Answer: b
Explanation: According to Deming’s Quality Chain Reaction, quality improvement results in improved
productivity, profits, customer satisfaction, and market share. It also results in reduced prices and costs.

9. Quality is in its essence, a way of managing the organization. Identify the quality guru who said this.
a) Deming
b) Juran
c) Feigenbaum
d) Shingo
View Answer

Answer: c
Explanation: Feigenbaum said that quality is in its essence, a way of managing the organization. He
developed the concept of Total Quality Control which in turn led to the concept of Total Quality
Management.

10. Quality is the minimum loss imparted by a product to society from the time product is shipped.
Identify the quality guru who said this.
a) Shingo
b) Taguchi
c) Crosby
d) Juran
View Answer

Answer: b
Explanation: Taguchi said that quality is the minimum loss imparted by a product to society from the
time product is shipped. He also introduced the concept of the loss function.

11. According to ISO, Quality is the totality of features and characteristics of a product or service that
bear on its ability to satisfy stated and implied needs of the customer.
a) False
b) True
View Answer

Answer: b
Explanation: This definition is given by the ISO (International Organization for Standardization). It is a
universally accepted definition of quality.

12. Shawn ordered pizza online. He received the pizza 15 minutes before the scheduled delivery time.
He also received cash back on the amount he had paid for the pizza. What can you infer?
a) Customer expectation of the service is less than customer perception of the service
b) Customer expectation of the service is equal to the customer perception of the service
c) Customer expectation of the service is greater than customer perception of the service
d) Customer expectation of the service and customer perception of the service cannot be compared
View Answer
Answer: a
Explanation: The primary service was to deliver the pizza within the scheduled delivery time in good
condition. By arriving early and providing cash back, the customer expectation of the service must be
less than the customer perception of the service.

13. The systematic activities and planned activities which provide adequate confidence that the
manufactured products are meeting the requirements is called ______
a) Quality assurance
b) Quality control
c) Inspection
d) Sampling
View Answer

Answer: a
Explanation: Quality assurance is the systematic activities and planned activities which provide adequate
confidence that the manufactured products are meeting the requirements. Quality control is a system of
routine technical activities to measure and control the quality of products. Inspection is the formal
evaluation of certain characteristics in a product to determine its acceptability. Sampling is a statistical
analysis process.

14. Choose the incorrect statement related to quality improvement.

a) Reduces rework
b) Leads to greater uniformity of product
c) Increases output with lowered cost
d) Increases machine time
View Answer

Answer: d
Explanation: Quality improvement reduces rework. It leads to greater uniformity of product. It increases
output with lowered cost as all the unnecessary cost involved is removed and productivity also
increases. It reduces machine time through proper quality management.

15. A senior quality engineer during a training session trains his juniors about a particular common
defect that has been found in their assembly. He has formulated a plan which will rectify the defect and
ensure that the same defect does not pass further to the customers. Which of the following inference is
incorrect?
a) The organization has ensured that customer satisfaction is retained
b) The juniors will be capable of preventing the defect to pass further to the customers
c) The senior has understood that quality is correcting and preventing the loss, not living with loss
d) The customer forced them to rectify the defect
View Answer

Answer: d
Explanation: Quality is basically customer satisfaction. The training will help in correcting and preventing
the defect to not reach further to the customers. The loss involved in passing a defective product is also
scraped off. We cannot definitely conclude that the customer has forced them to rectify the defect as
nothing is mentioned about the same.
This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses
on “Basic Concepts of TQM”.
1. What is TQM?
a) Total Quality Management
b) Total Quality Maintenance
c) Total Quality Mitigation
d) Total Quality Managers
View Answer

Answer: a
Explanation: Total means made up of ‘whole’. Quality means the degree of excellence that needs to be
achieved keeping customer satisfaction in mind. Management refers to the activities that are involved in
establishing the highest degree of quality.

2. TQM is the management approach of an organization, centered on quality, based on the participation
of all its members and aiming at long-term success through customer satisfaction, and benefits to all
members of the organization and to society. Which organization had given this definition of TQM?
a) Total Quality Forum of USA
b) Asian Statistical Institute
c) ISO
d) ASQ
View Answer

Answer: c
Explanation: According to ISO, TQM is the management approach of an organization, centered on
quality, based on the participation of all its members and aiming at long-term success through customer
satisfaction, and benefits to all members of the organization and to society. ISO refers to the
International Organization for Standardization. It was founded on February 23, 1947, to promote
worldwide proprietary, industrial and commercial standards.

3. TQM is an integrated organizational approach in delighting customers (both internal and external) by
meeting their expectations on a continuous basis through everyone involved with the organization
working on continuous improvement in all products, services, and processes along with proper problem-
solving methodology. Which organization had given this definition of TQM?
a) Total Quality Forum of USA
b) ISO
c) Asian Statistical Institute
d) ASQ
View Answer

Answer: c
Explanation: According to the Asian Statistical Institute, TQM is an integrated organizational approach in
delighting customers (both internal and external) by meeting their expectations on a continuous basis
through everyone involved with the organization working on continuous improvement in all products,
services, and processes along with proper problem-solving methodology. ISI was established on 17
December 1931 and is an academic institute of national importance focusing on statistics.
4. TQM is a people-focused management system that aims at a continual increase in customer
satisfaction at a continually lower cost. TQM is a total system approach (not a separate area or
program), and an integral part of a high-level strategy. It works horizontally across functions and
departments, involving all employees, top to bottom, and exceeds backward and forward to include the
supply chain and the customer chain. Which organization had given this definition of TQM?
a) Total Quality Forum of USA
b) ISO
c) Asian Statistical Institute
d) ASQ
View Answer

Answer: a
Explanation: According to Total Quality Forum of USA, TQM is a people-focused management system
that aims at a continual increase in customer satisfaction at a continually lower cost. TQM is a total
system approach (not a separate area or program), and an integral part of a high-level strategy. It works
horizontally across functions and departments, involving all employees, top to bottom, and exceeds
backward and forward to include the supply chain and the customer chain. This definition has been
accepted by many academic papers and is considered to be one of the best definitions of TQM.

5. Which ‘pillar of TQM’ is referred to when the study of customer needs is done, the requirements of
the customer are gathered, and customer satisfaction is measured and managed?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
View Answer

Answer: d
Explanation: Customer Focus is one of the pillars of TQM. In customer focus, customer satisfaction
remains an organization’s highest priority. The other pillars of TQM are Process Management, Employee
Empowerment, and Continuous Improvement.

6. Which ‘pillar of TQM’ refers to the act of developing a production process that reduces product
variations, and by application of this process, the same product with the same level of quality is
produced every time?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
View Answer

Answer: a
Explanation: Process Management is one of the pillars of TQM. The relationship between the teams and
internal customers plays a crucial role in developing the production process that reduces product
variations. The focus of the management is on controlling the overall process, and rewarding teamwork.
7. Which ‘pillar of TQM’ refers to TQM’s environment of a committed and well-trained workforce that
participates in activities involving quality improvement?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
View Answer

Answer: b
Explanation: Employee Empowerment is one of the pillars of TQM. It is the human side of quality.
Employee Empowerment is achieved with the help of training of employees to achieve customer
satisfaction.

8. Which ‘pillar of TQM’ recognizes that product quality is a result of process quality?
a) Process Management
b) Employee Empowerment
c) Continuous Improvement
d) Customer Focus
View Answer

Answer: c
Explanation: Continuous Improvement is one of the pillars of TQM. The output of a production process
must not only satisfy customer needs but the customer must feel satisfied with the product. Hence,
continuous improvement in the production process plays a crucial role in delivering quality products.

9. In traditional management, quality is determined by the company. In total quality management,

quality is determined by the customer.
a) True
b) False
View Answer

Answer: a
Explanation: In traditional management, quality is determined by the organization and it has its own
quality standards. Every product is compared to this standard to determine if it is acceptable or not. In
TQM, the customer is the judge for product quality.

10. Company M has short-term goals like achieving the predicted quarterly profit. Company N has long-
term goals like achieving sustained customer satisfaction. What can you infer about the management
culture?
a) Company M follows traditional management, Company N follows TQM
b) Company N follows traditional management, Company M follows TQM
c) Company M and Company N follows traditional management
d) Company M and Company N follows TQM
View Answer

Answer: a
Explanation: Company M has a short term goal to achieve the predicted quarterly profit which is one of
the characteristics of traditional management. Company N has a long term goal which is to sustain
customer satisfaction. Customer satisfaction is TQM’s highest priority.

11. In traditional management, individual employees are held accountable for the presence of a defect.
a) True
b) False
View Answer

Answer: a
Explanation: In traditional management, individual employees are held accountable for the presence of
a defect and those employees are identified by the managers. In TQM, managers and employees focus
on improving the process to ensure that defects don’t occur in the future in order to ensure customer
satisfaction.

12. The manager of a company is known to threaten his employees for the presence of a defect. What
can you infer about the management culture?
a) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
View Answer

Answer: a
Explanation: Here, the act of threatening employees is the traditional management approach. As a result
of this, there is a void in the relation between the workforce and the manager. The manager may even
fire its employees.

13. A company is known to have a reward policy for its employees. The manager gives its employees a
chance to improve if a mistake is conducted by them. What can you infer about the management
culture?
a) Traditional Management
b) Total Quality Management
c) Supply Chain Management
d) Sales Management
View Answer

Answer: b
Explanation: The working environment, in this case, is suitable for the employees. There is a strong
bonding between the managers and employees. The reward policy keeps the employees motivated
towards achieving organizational goals focusing on customers. The chance to improve themselves when
a mistake is committed helps employees to introspect themselves.

14. In Company A, the workers who are involved in producing a product are responsible for its quality. In
Company B, everyone in the organization including the top executives is responsible for producing
quality products. What can you infer about the management culture?
a) Company A follows traditional management, Company B follows TQM
b) Company B follows traditional management, Company A follows TQM
c) Company A and Company B follows traditional management
d) Company A and Company B follows TQM
View Answer

Answer: a
Explanation: In traditional management, the workers who are involved directly in producing the product
are held accountable for producing quality products. In TQM, everyone starting from the top executives
to the workers producing the product are responsible for producing quality products.

15. In Company E, the supervisors and employees solve problems based on their individual knowledge,
skills, and instincts. In Company F, everyone in the organization solves problems based on substantive
data. What can you infer about the management culture?
a) Company E follows traditional management, Company F follows TQM
b) Company F follows traditional management, Company E follows TQM
c) Company E and Company F follows traditional management
d) Company E and Company F follows TQM
View Answer

Answer: a
Explanation: In traditional management, the supervisors and employees solve problems based on their
individual knowledge, skills, and instincts. This can sometimes lead to problems when some of the
causes of the problems are left out. But with substantive data, every aspect of the problem is thoroughly
analyzed and a proper decision focusing on customer satisfaction is made.
This set of Total Quality Management Questions & Answers for Exams focuses on “TQM –Key Words”.

1. The two categories of products are _____ and _____

a) Goods, Services
b) Media, Education
c) Pencil, Car
d) Hospitality, Calculator
View Answer

Answer: a
Explanation: Product is the output of any process. Goods and Services are the two types of products. A
pencil, car, and a calculator are types of Goods. Similarly, media, hospitality, and education fall under
the category of Services.

2. Which of the following does not fit in the category of Goods?

a) Cell phone
b) Television
c) Insurance
d) Bike
View Answer

Answer: c
Explanation: Cell phones, television, and bike are considered as Goods. Insurance fits into the category
of Service.

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

a) Banking
b) Transportation
c) Pen
d) Health care industries
View Answer

Answer: c
Explanation: Banking, transportation and health care industries come under the Service category of a
product. A pen fits into the Goods category of a product.

4. Service also includes support activities within companies, e.g., payroll preparation, secretarial
support, and plant maintenance.
a) True
b) False
View Answer

Answer: a
Explanation: Service is performed for someone else. Service also includes support activities within
companies, e.g., payroll preparation, secretarial support, and plant maintenance.
5. The property that is possessed with a product and that is intended to meet certain customers’ needs
and thereby provide customer satisfaction is called _________
a) Product Tree
b) Product Feature
c) Product Cycle
d) Product Design
View Answer

Answer: b
Explanation: The property that is possessed by a product and that is intended to meet certain
customer’s needs and thereby provide customer satisfaction is called a product feature. It refers to the
quality of design.

6. 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
View Answer

Answer: c
Explanation: Fuel consumption of a vehicle, dimensions of a mechanical component, the viscosity of a
chemical, the uniformity of the voltage of an electric power supply are some of the examples of product
features. The owner of the product is not a product feature.

7. Someone who receives or is affected by the product or process is called a _______

a) Customer
b) Manager
c) Founder
d) Co-founder
View Answer

Answer: a
Explanation: The customer is someone who receives or is affected by the product or process. It can be a
person or it can also be a company.

8. The two types of customers are ______ and ______

a) Founder, Co-founder
b) Internal, External
c) Government, People
d) CEO, CFO
View Answer

Answer: b
Explanation: Customers can be either internal or external. The customers outside the company who pay
for the goods or services offered are called external customers. The customers who are related to the
company and who may or may not pay for the goods or services offered are called internal customers.
9. Which of the following does not fit in the category of External Customers?
a) Clients/end users who buy the product
b) Government regulatory bodies
c) Manager of a company
d) Public
View Answer

Answer: c
Explanation: The manager of the company is an internal customer. He doesn’t make any purchase for
the goods or services offered by the company but his presence and his responsibilities hold tremendous
importance to the company.

10. Which of the following does not fit in the category of Internal Customers?
a) Stakeholders
b) Public
c) Shareholders
d) Employees of a company
View Answer

Answer: b
Explanation: The public pays for the service they receive and hence they are external customers. The
stakeholders and shareholders are indirect internal customers. The employees of the company are
direct internal customers.

11. Sam purchased a pen from the market. The pen was not working clearly, legibly and smoothly.
Where did the manufacturer fail in terms of satisfying the needs of the customer?
a) The manufacturer failed to satisfy the implied need of the product
b) The manufacturer failed to impress his boss
c) The manufacturer failed to maintain the reputation of the company
d) The manufacturer failed to impress his supplier
View Answer

Answer: a
Explanation: The manufacturer failed to satisfy the implied need of the product. Every product has
certain stated and implied needs associated with it. The manufacturer may have failed to impress his
boss, maintain the reputation of the company but all these failures do not have a relation with customer
satisfaction. The manufacturer could have actually complained to the supplier if the raw materials were
found defective.

12. The stated needs are the needs which the customer specifies for procurement of goods or services.
a) True
b) False
View Answer

Answer: a
Explanation: For example, the price range of a car is a stated need. Similarly, a specific function of the
car can also be considered to be a stated need of the customer.
13. 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
View Answer

Answer: a
Explanation: The state of affairs in which customers feel that their expectations have been met by the
product features is known as customer satisfaction. A newly bought laptop performing all its intended
functions will bring in customer satisfaction.

14. 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
View Answer

Answer: d
Explanation: The state of affairs in which deficiencies (in goods or services) result in customer
annoyance, complaints, claims, and so on is known as customer dissatisfaction. A newly bought mobile
phone with ‘hanging problem’ will result in customer dissatisfaction.

15. Which of the following is not a measure of Product Deficiency?

a) Errors
b) Defects
c) Off-specification
d) Mass of the mobile phone
View Answer

Answer: d
Explanation: A product deficiency is a product failure that results in product dissatisfaction. Deficiencies
are stated in different units, such as errors, failures, defects, off-specification, etc. Freedom from
deficiencies refers to the quality of conformance.
This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses
on “Dimensions of Product Quality – 1”.
1. Which of the following is a dimension of ‘product quality’?
a) Machinability
b) Probability
c) Customer Satisfaction
d) Durability
View Answer

Answer: d
Explanation: There are 9 dimensions of ‘product quality’. The dimensions of product quality are
performance, features, conformance, reliability, durability, serviceability, responsiveness, aesthetics,
and reputation.

2. The nominal size of a product is 30 mm. The acceptable industrial limits are from 29.98 mm to 30.02
mm. After manufacturing, the quality engineer finds the lower limit of the manufactured product to be
29.00 mm while the upper limit is 30.01 mm. What can you infer from the given scenario?
a) There is no failure because both the upper and lower limits of the manufactured product are within
the industrial standard limits
b) There is a failure because the upper limit is below 30.02 mm
c) There is a failure because the lower limit is below 29.98 mm
d) We cannot comment on the failure of the dimensions of the manufactured product
View Answer

Answer: c
Explanation: The manufactured product fails to comply with the industrial standards of the product. The
lower limit of the manufactured product has to be within the range of 29.98 mm to 30 mm. The upper
limit of the manufactured product has no issues because 30.01 mm lies between 30 mm and 30.02 mm.

3. Priyanka bought a new mobile phone for herself. She explained to her friend that the mobile phone
has a camera, Facebook facility, and music facility in addition to the basic functions like phone calls and
messaging. Which dimension of ‘product quality’ is Priyanka referring to?
a) Aesthetics
b) Conformance
c) Features
d) Reputation
View Answer

Answer: c
Explanation: Features are the secondary characteristics of a product. Here, camera, Facebook facility,
and music facility are the features of a mobile phone. The facility of phone calls and messaging are its
primary characteristics.

4. Suresh calls up the customer care to complain regarding his new earphones. He can’t listen to the
other side when his earphones are connected to his mobile phone. Which dimension of ‘product quality’
has the earphones failed to comply with?
a) Performance
b) Features
c) Aesthetics
d) Reputation
View Answer

Answer: a
Explanation: The ‘performance’ of the new earphone is not acceptable. The primary function of an
earphone is not met here.

5. Andrew bought a new mobile phone from the market. While studying its specifications, he realizes
that the mobile phone fails to comply with the national standards. Which dimension of ‘product quality’
has the mobile phone failed in?
a) Reputation
b) Aesthetics
c) Durability
d) Conformance
View Answer

Answer: d
Explanation: Every product has to meet certain applicable standards. Here, the mobile phone fails to
comply with the national standards and hence ‘conformance’ is not met.

6. Which dimension of product quality tells you about the probability that a product will perform its
function for a given period of time under specified conditions?
a) Aesthetics
b) Reputation
c) Reliability
d) Conformance
View Answer

Answer: c
Explanation: Reliability is the probability that a product will perform its function for a given period of
time under specified conditions. It can be measured with the help of mean time between failures.

7. Which of the following is the primary characteristic of an electric kettle while referring to its
‘performance’?
a) It should boil water efficiently
b) It should indicate the pouring temperature of the water
c) It should be red in color
d) It should be white in color
View Answer

Answer: a
Explanation: The primary characteristic of an electric kettle is to boil water effectively. The color of its
outer surface is the aesthetic aspect of it. The pouring temperature of the water could be an additional
feature in it.
8. Which of the following is not the best MTBF for a newly purchased laptop?
a) 1 month
b) 2 years
c) 3 years
d) 5 years
View Answer

Answer: a
Explanation: MTBF refers to mean time between failures for a repairable product. Higher value of MTBF
of the laptop is desired for customer satisfaction. So, MTBF for a newly purchased laptop which is least
here is 1 month. It is ruled out as it is not the best.

9. Ramesh called customer care to complain about his defective printer. The customer care tells him
that it takes 2 months to repair the kind of defect Ramesh is facing with the printer. Which dimension of
‘product quality’ is poorly reflected here?
a) Features
b) Aesthetics
c) Reputation
d) Serviceability
View Answer

Answer: d
Explanation: The ‘serviceability’ of the product is poorly reflected. A defect in a printer taking 2 months
is not acceptable. The service must be faster.

10. Paul found a defect in his newly purchased television set. He called the customer care to tell about
the problem. The customer care told him to write an offline application and send it to the retailer. The
retailer will then take it forward to the service center. After this, it will take 2 months to repair the
television set. Which dimension of ‘product quality’ is poorly reflected here?
a) Features
b) Aesthetics
c) Serviceability
d) Reputation
View Answer

Answer: c
Explanation: The service of the product must have been easier. The service of the television set is not
only slow but it is also very difficult for the customer as he has to first write an application for his
problem and then send it to the retailer. He has to also then wait for the retailer who will carry forward
his problem to the service center.

11. Surya inspected his newly purchased bicycle and found a defect on its saddle. He tells the
manufacturer about it. The manufacturer charges ₹5000 for repairing it. Which dimension of ‘product
quality’ is poorly reflected here?
a) Aesthetics
b) Features
c) Serviceability
d) Reputation
View Answer

Answer: c
Explanation: The serviceability of the bicycle must have been economical. But here the manufacturer is
charging too much for a defect in a newly purchased bicycle.

13. Which dimension of ‘product quality’ is best reflected when a manufacturer ensures multiple slots in
a mobile phone for different sized sim cards?
a) Responsiveness
b) Serviceability
c) Aesthetics
d) Reputation
View Answer

Answer: a
Explanation: People use nano – sim cards, micro – sim cards as well as regular size sim cards. Multiple
slots in a mobile phone ensure the use of multiple sim cards in a single mobile phone.

14. Rajesh went to the market to purchase a khadi cloth for his father. The khadi cloth which the
shopkeeper showed him was white in color, but it had patches of dust over it at many places. Which
dimension of ‘product quality’ was poorly reflected by the shopkeeper?
a) Reputation
b) Serviceability
c) Durability
d) Aesthetics
View Answer

Answer: d
Explanation: The presence of patches of dust resulted in customer dissatisfaction. The shopkeeper must
have looked at the ‘aesthetic’ aspect of the product before displaying the khadi cloth to Rajesh.

15. The dimension of ‘product quality’ which appreciates agile manufacturing is ________
a) Aesthetics
b) Reputation
c) Responsiveness
d) Conformance
View Answer

Answer: c
Explanation: Agile manufacturing refers to techniques that are being utilized by an organization to
respond quickly to customer needs and also be prepared for market changes while still holding its
quality standards. Responsiveness also appreciates the techniques used to satisfy the changes in
customer needs.

16. Nancy went to purchase a new refrigerator for her house. She finds scratches on most of the
refrigerators at the shop. Which dimension of ‘product quality’ is poorly reflected here?
a) Aesthetics
b) Reputation
c) Durability
d) Reliability
View Answer

Answer: a
Explanation: The presence of scratches will affect Nancy’s choice of purchasing the refrigerator. The
shopkeeper should ensure that all the products are ‘scratch-free’.

17. Company X, Company Y, and Company Z are mobile manufacturers. They have been in the market
for 10 years. Company X has the record of solving all the problems reported by their customers while
Company Y and Company Z have the record of solving 80% and 85% of the problems reported by their
customers respectively. Which company will have the highest reputation?
a) Company X
b) Company Y
c) Company Z
d) Reputation cannot be compared
View Answer

Answer: a
Explanation: As Company X has solved all the problems reported by its customers, it has the highest
reputation. Company Y and Company Z must study the methods adopted by Company X to solve
customer complaints.
This set of Total Quality Management Multiple Choice Questions & Answers (MCQs)
focuses on “Dimensions of Service Quality”.
1. Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry on
finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected?
a) Tangibles
b) Reliability
c) Responsiveness
d) Empathy
View Answer

Answer: a
Explanation: Tangibles refers to the appearance of the service that is being provided. It is a dimension of
‘service quality’. By providing a dirty bed sheet the customer got angry and this resulted in customer
dissatisfaction.

2. Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free
service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper
to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was
Manoj focusing on?
a) Empathy
b) Aesthetics
c) Reliability
d) Reputation
View Answer

Answer: c
Explanation: Reliability as a dimension of ‘service quality’ focuses on the authenticity of the promised
service. Here, Manoj wanted a confirmation from the shopkeeper that free service will be provided to
him. An assurance from the shopkeeper will convince Manoj to buy the washing machine.

3. At Bengaluru Airport, Karan was surprised by the help he received from the staff at the airport. He
was worried about the standard procedures like collecting boarding pass and security check-in. But the
staff overwhelmingly helped him overcome all the difficulties. Which dimension of ‘service quality’ was
strongly promoted by the staff at the airport?
a) Aesthetics
b) Features
c) Empathy
d) Reputation
View Answer

Answer: c
Explanation: Empathy refers to the care that is provided to customers. Here, the staff proved to be a
great help for Karan. By overcoming his difficulties by providing individual attention, empathy was
strongly promoted.
4. Manish had purchased a ticket from a famous airline for his upcoming business meeting in London. He
had injured his left leg a couple of days back and needed wheelchair assistance. He called the airline
customer service and asked for wheelchair assistance. He was not only promised wheelchair assistance
but also pick-up and drop facility. Which dimension of ‘service quality’ was strongly promoted here?
a) Assurance
b) Features
c) Aesthetics
d) Reputation
View Answer

Answer: a
Explanation: Assurance refers to the knowledge and courtesy of the staff who provide customer service
and their ability to convey trust and confidence. By assuring Manish of wheelchair assistance, a sense of
confidence was promoted. In addition to this, pick-up and drop facility was also provided which
augmented customer satisfaction.

5. Which of the following is not a technique to study the ‘service quality gap’?
a) Surveys
b) Online Research
c) Focus Groups
d) Asking the boss of the company
View Answer

Answer: d
Explanation: Surveys, Online Research, and Focus Groups are exploratory research techniques to identify
the service quality gap. The difference between customer expectations and customer perceptions at the
time of service is called service quality gap.

6. Which of the following is incorrect while referring to challenges faced while ensuring service quality?
a) Customer expectations change over a period of time
b) Different customers can have different expectations
c) Customer expectations do not change at all
d) Knowledge of all customers about the service may not be the same
View Answer

Answer: c
Explanation: Customer expectations change over a period of time and different customers can have
different expectations. These results in variation in service quality desired. In addition to this, all
customers do not have the same knowledge of the service being provided.

7. If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is
strongly promoted?
a) Responsiveness
b) Aesthetics
c) Empathy
d) Durability
View Answer
Answer: a
Explanation: The responsiveness refers to the quickness with which customer problems are dealt with.
With a short response time, the responsiveness of the service is strongly promoted here.

8. Company A and Company B are two social networking service companies. It has been found that
Company A shares a user’s private information with undetectable sources while Company B is not
accused of any such activities. Which dimension of ‘service quality’ is at stake?
a) Security
b) Empathy
c) Responsiveness
d) Durability
View Answer

Answer: a
Explanation: The security of all the users who have an account in company A is at stake. The user could
have many personal details that are not supposed to be shared with anybody. Definitely, Company B has
provided security and will be most preferred.

9. Amit is a Hindi speaking person. He resides in Chennai. He had to visit the Passport Office in Chennai
to rectify some of the problems he was facing. He was surprised to find the staff at the Passport Office
speaking in different languages. Name the dimension of ‘service quality’ which was enforced.
a) Communication
b) Security
c) Timeliness
d) Durability
View Answer

Answer: a
Explanation: The ability to inform the customers in the language they understand is promoted here.
Amit will now have no problem in understanding the technicalities involved in rectifying the errors in his
passport.

10. Company P and Q are two famous clothing companies in the city. Customers have complained that
the staff at Company P are unaware of modern trends and seem to take no interest in understanding
customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What
can you infer?
a) Company P is more competent than Company Q
b) Company Q is more competent than Company P
c) Company P is at the same level as Company Q in terms of competency
d) Competency cannot be compared
View Answer

Answer: b
Explanation: Company Q is more competent than Company P. The fact that Company Q has a
knowledgeable workforce provides customer trust and confidence to buy cloth. Company P must ensure
that its staff become more knowledgeable and know the modern trends. Employee training can solve
the issue.
11. If all the service promised according to the time commitments are met then __________
a) Timeliness is established
b) Durability is found
c) The service looks attractive
d) Empathy is considered
View Answer

Answer: a
Explanation: Consider the pizza that you order online. If the person who is assigned to deliver your food
comes early you are overjoyed. Hence, timeliness, the quality of being on time is important to establish
customer satisfaction.

12. If an organization commits to 10 promises and if all the promises are met, then which ‘service
quality’ dimension is strongly promoted?
a) Completeness
b) Timeliness
c) Competence
d) Tangibles
View Answer

Answer: a
Explanation: If all the promises are met then completeness is achieved. By meeting all the promises
committed, the organization has ensured completeness is achieved. We cannot comment on the
timeliness because we have no information about the time taken to meet the promises. Competence
refers to the skill and knowledge possessed by the organization. Tangibles referto the appearance of the
service which is received.

13. If an organization focuses on trustworthiness and belief considering the customer’s best interests,
which dimension of ‘service quality’ is focused on by the organization?
a) Credibility
b) Aesthetics
c) Durability
d) Timeliness
View Answer

Answer: a
Explanation: Every successful organization has always focused on credibility. Credibility ensures that in
times when the organization’s reputation is at stake the trust of the customer remains intact. It helps
them in re-establishing themselves.

14. Raju goes to the office from 9 am – 6 pm. He had enrolled himself at a gym center near his office.
The gym is open from 6 am – 10 pm. Consider the timings of engagements of both Raju and the gym
center, which dimension of ‘service quality’ is strongly promoted?
a) Timeliness
b) Accessibility and Convenience
c) Credibility
d) Reputation
View Answer

Answer: b
Explanation: With reference to the timings, Accessibility and Convenience are strongly promoted. Raju
can choose to go to the gym either before his time at the office or after his office hours are over. This
flexibility in timings ensures customer satisfaction not just for Raju but also for all the office going
people registered at the gym center.

15. Which of the following is a dimension of ‘service quality’?

a) Durability
b) Serviceability
c) Conformance
d) Consistency
View Answer

Answer: d
Explanation: Consistency is a ‘service quality’ dimension. It refers to the act of committing to the same
level of customer service every time irrespective of who the customer is. Durability, Serviceability, and
Conformance are dimensions of ‘product quality’.
TQM Leadership
The section contains MCQs on quality leaders, leadership styles, quality council and strategic
quality planning.
1. The process of involving yourself and influencing others towards the accomplishment of goals is called
_______
a) Leadership
b) Dictatorship
c) Sportsmanship
d) Autocracy
View Answer

Answer: a
Explanation: The process of influencing others towards the accomplishment of goals is called leadership.
Leaders instill the will to do, show direction and help the group members in achieving company’s goal.

2. Leaders use _______ to create a sustainable competitive advantage for their organization.
a) Ineffective strategy
b) Effective strategy
c) Papers
d) Media
View Answer

Answer: b
Explanation: Leaders use effective strategy to create a sustainable competitive advantage for their
organization. Strategy means the decisions that determine and reveal a company’s goals, policies, and
plans to meet the need of its stakeholders.

3. Quality leaders give primary importance to ___________ and their needs.

a) Internal and external customers
b) Founder and co-founder
c) Founder and internal customer
d) Founder and external customer
View Answer

Answer: a
Explanation: Quality leaders give primary importance to internal and external customers and their
needs. Leaders listen to customers, seek their opinion on the value of products or services, develop a
close relationship with customers, implement joint improvement activity and lead the handling of
complaints.

4. Quality leaders care about the development of people’s skills and capabilities.
a) True
b) False
View Answer
Answer: a
Explanation: Quality leaders care about the development of people’s skills and capabilities. People are
responsible for their work. Quality leaders monitor, appraise and recognize people’s performance.

5. Which of the following is false regarding the supplier and quality leader relationship?
a) Support them when needed, Audit their capabilities
b) Recognize quality improvements made by suppliers
c) Encourage joint improvement action
d) Scold them if there is lack of quality
View Answer

Answer: d
Explanation: Quality leaders create awareness about the desired quality to suppliers. They audit their
capabilities. They support the suppliers and recognize joint improvement action to instill quality
improvement.

6. Quality leaders focus on _____________ rather than maintenance.

a) Continuous improvement
b) Discontinuous improvement
c) Static improvement
d) Aesthetics
View Answer

Answer: a
Explanation: Quality leaders focus on continuous improvement rather than maintenance. Continuous
improvement helps a company to adapt to changing customer needs.

7. Quality Leaders _________ people rather than directing and supervising them.
a) Train and coach
b) Scold
c) Threaten
d) Fire
View Answer

Answer: a
Explanation: Quality leaders train and coach people rather than directing and supervising them.
Directing and supervising is related to old tradition of management. Training and coaching is related to
total quality management.

8. Which of the following is false regarding quality leaders promoting teamwork?

a) Multidisciplinary teamwork
b) Create involvement
c) Active participation of everyone
d) Discourage involvement
View Answer
Answer: d
Explanation: Quality leaders promote teamwork by introducing multidisciplinary teamwork, creating
involvement and active participation of everyone. Teamwork is essential in achieving company’s goal.

9. Quality leaders support benchmarking.

a) False
b) True
View Answer

Answer: b
Explanation: Quality leaders support benchmarking. They learn from their competitors and try to instill
similar kind of ideas in their organization by learning how their competitors are more successful.

10. Quality leaders encourage _______ over ________ when we consider functions of various
departments in a company.
a) Collaboration, competition
b) Competition, collaboration
c) Competition, threat
d) Threat, collaboration
View Answer

Answer: a
Explanation: Quality leaders encourage collaboration over competition when we consider functions of
various departments in a company. Collaboration results in improved communication and helps in
resolving problems collectively. Competition results in unnecessary hatred sometimes.

11. Which of the following is false regarding the kind of environment quality leaders try to build in a
company?
a) Empowerment
b) Innovation
c) Agility
d) Localized learning
View Answer

Answer: d
Explanation: The kind of working environment that quality leaders try to instill is that of empowerment,
innovation, agility and organizational learning. These characteristics help in continuous quality
improvement.

12. Which of the false regarding quality leaders reviewing organizational performance?
a) They review organizational performance but not their own performance
b) They review organizational performance and also their own performance
c) They don’t review organizational performance as they hate it
d) They don’t review organizational performance as they don’t have time for it
View Answer

Answer: b
Explanation: Quality leaders review organizational performance and also evaluate their own
performance. This is the basic feature of a total quality management system where everybody is
considered to have one single goal and that is too have continuous improvement in achieving customer
satisfaction.

This set of Total Quality Management Multiple Choice Questions & Answers (MCQs)
focuses on “TQM Leadership – Quality Council”.
1. The objective of the Quality Council team is to establish quality in the work culture of the
organization.
a) True
b) False
View Answer

Answer: a
Explanation: The objective of the Quality Council team is to establish quality into the work culture of the
organization. An organization having a well-organized quality council team is bound to be successful.

2. Who among the following is not part of a Quality Council team of an organization?
a) CEO
b) Senior managers of functional areas
c) Quality Council coordinator or consultant
d) External customer
View Answer

Answer: d
Explanation: CEO, senior managers of functional areas like design, marketing, production, quality, and
quality council coordinators or consultants are part of the Quality Council team of an organization. An
external customer receives the quality bound goods or services from the organization.

3. Which of the following is not a method that can be implemented by the Quality Council team to
promote quality consciousness in the organization?
a) Seminars
b) Study Tours
c) Training
d) Threatening the workforce to follow the quality policy
View Answer

Answer: d
Explanation: The Quality Council team can promote quality consciousness in the organization by
conducting seminars, organizing study tours and providing training. Threatening the workforce brings in
fear within the workforce and due to this the working environment becomes submissive.

4. In a production company, the testing and calibration facilities have not been upgraded. What is the
duty of the Quality Council team?
a) There is no need to worry to upgrade the existing facilities
b) Immediately plan to upgrade the existing facilities
c) Planning to upgrade the existing facilities is a crime
d) Wait for the existing facilities to fail
View Answer

Answer: b
Explanation: The Quality Council team must immediately plan to upgrade the existing testing and
calibration facilities. This will help the company deliver quality products to customers which is their
prime duty.

5. To encourage basic and applied R&D in the field of quality and sharing the results with the
organization is one of the duties of the Quality Council team.
a) False
b) True
View Answer

Answer: b
Explanation: To encourage basic and applied R&D in the field of quality and sharing the results with the
organization is one of the duties of the Quality Council team. This concept will foster continuous quality
improvement within the organization.

6. Which of the following is not the responsibility of the Quality Council Coordinator?
a) To develop two-way trust
b) To empower the team
c) To share council expectations with the team
d) To develop one-way trust
View Answer

Answer: d
Explanation: The communication between the Quality Council Coordinator and his/her team is very
important. To develop two-way trust, to empower the team, to share council expectation with the team
and to brief the council on team progress are the essential responsibilities that the Quality Council
Coordinator must perform.

7. Which of the following is not the duty of the Quality Council?

a) To establish the core values and quality statements
b) To end the planning of training and education programs
c) To determine and monitor the cost of poor quality
d) To establish the strategic long – term plan with goals
View Answer

Answer: b
Explanation: To establish the core values and quality statements, to determine and monitor the cost of
poor quality and to establish the strategic long – term plan with goals are the important duties of the
Quality Council. It should also focus on the planning of education and training programs.

8. Which of the following is not the duty of the Quality Council?

a) To perform and monitor the performance measure of each functional area
b) To determine continually those projects that improve the processes affecting customer satisfaction
c) To establish the multi-functional project and departmental teams and monitor their progress
d) To prevent establishing/revising the recognition and reward system periodically
View Answer

Answer: d
Explanation: To perform and monitor the performance measure of each functional area of the
organization, to determine continually those projects that improve the processes affecting customer
satisfaction and to establish the multi-functional project and departmental teams and monitor their
progress are the important duties of the Quality Council. It should also focus on establishing/revising the
recognition and reward system periodically.
This set of Total Quality Management Multiple Choice Questions & Answers (MCQs)
focuses on “TQM Leadership – Strategic Quality Planning”.
1. The long-term direction of the organization in which it wants to proceed in the future is known as
__________
a) Strategic Planning
b) Short-Term Planning
c) Operational Planning
d) Contingency Planning
View Answer

Answer: a
Explanation: Strategic Planning is the long-term direction of the organization in which it wants to
proceed in the future. It connects the present with the vision of the organization in the future.

2. Identify the correct option with respect to the activities involved in Strategic Planning.
a) Developing goals only
b) Developing objectives only
c) Developing action plans only
d) Developing goals, objectives and action plans
View Answer

Answer: d
Explanation: Developing goals, objectives and action plans are the activities involved in Strategic
Planning. Strategic Planning involves the long term direction in which the organization wants to proceed.

3. Which of the following is correct in terms of the scope for Strategic Planning?
a) One month
b) Two months
c) Three months
d) Four years
View Answer

Answer: d
Explanation: Strategic Planning is a long term direction in which the organization would like to see itself
in the future. Hence, one month, two months and three months are short time periods that cannot be
associated with Strategic Planning. Hence, four years is the correct option.

4. Strategic Planning is one of the critical aspects of leadership.

a) True
b) False
View Answer

Answer: a
Explanation: Strategic Planning is one of the critical aspects of leadership. A quality leader must focus on
strategic planning estimating the kind of challenges that the organization may face in the future.
5. The attempts that are made to improve an organization’s performance by making mission statements
concrete are called ________
a) Goals
b) Objectives
c) Plans
d) Action Plans
View Answer

Answer: a
Explanation: The attempts that are made to improve an organization’s performance by making mission
statements concrete are called goals of an organization. The other important activities in strategic
planning are goals, objectives and action plans.

6. Which of the following is not a best practice for an organization when it is planning its goals?
a) Improving customer satisfaction target
b) Cost reduction targets in a year
c) Improving market share
d) Decreasing market share
View Answer

Answer: d
Explanation: Improving customer satisfaction target, Cost reduction targets in a year, Improving market
share and improving shareholders’ value are the best practices for an organization when it is planning its
goals. The other important activities involved in strategic planning are goals, objectives, and action
plans.

7. The operational definition of goals is called __________

a) Goals
b) Objectives
c) Plans
d) Action Plans
View Answer

Answer: b
Explanation: The operational definition of goals is called the objectives of an organization. They can be
measured, they have a time dimension and they help in reducing conflicts.

8. Which of the following describes special tactics, assigned responsibilities, how resource allocation is
done, scheduled activities and efforts and specify vision target?
a) Goals
b) Special Objectives
c) Plans
d) Objectives
View Answer

Answer: c
Explanation: Plans describe special tactics, assigned responsibilities, how resource allocation is done,
scheduled activities and efforts and specify vision targets. The other activities in strategic planning are
the goals and objectives of an organization.

9. Which of the following is not an example of strategic planning in an organization?

a) The planned growth rate in sales
b) Diversification of business into new lines
c) Types of products to be offered
d) The planning for natural disasters
View Answer

Answer: d
Explanation: The planned growth rate in sales, Diversification of business into new lines and Types of
products to be offered are examples of strategic planning in an organization. The planning for natural
disasters is to be included in the contingency plan of the organization.

10. Identify the correct option with respect to the goals and objectives of an organization having a
strategic quality planning.
a) They are Process and Result oriented
b) They are Process oriented
c) They are Result oriented
d) They are neither Process oriented nor Result oriented
View Answer

Answer: a
Explanation: The goals and objectives of an organization having a strategic quality planning are Process
and Result oriented. The goals and objectives of an organization having traditional strategic planning are
results oriented.

11. Identify the correct option with respect to the goals and objectives of an organization having a
strategic quality planning.
a) They are based on data and driven by trend or pattern analysis
b) They are based on hunches or guesses
c) They are based on neither data nor guesses
d) They are based on social media
View Answer

Answer: a
Explanation: The goals and objectives of an organization having a strategic quality planning are based on
data and driven by trend or pattern analysis. The goals and objectives of an organization having
traditional strategic planning are based on hunches or guesses.

12. Improvement activities in strategic quality planning are focused on activities critical to success.
a) True
b) False
View Answer
Answer: a
Explanation: Improvement activities in strategic quality planning are focused on activities critical to
success. In traditional strategic planning, improvement activities lack focus.

13. Which of the following statement is incorrect with respect to strategic quality planning cycle?
a) The identification of customer needs is the first step
b) The determination of customer positioning is the second step
c) It is necessary to predict the future and is the third step
d) The study of gap analysis and how to open the gap
View Answer

Answer: d
Explanation: The identification of customer needs, the determination of customer positioning and to
predict the future are the first three steps of the strategic quality planning cycle. The fourth step is to
study the gap analysis and how to close the gap. Aligning the plan with the mission and vision and the
implementation of it are the final steps.
This set of Total Quality Management Multiple Choice Questions & Answers
(MCQs) focuses on “TQM Leadership Styles ”.
1. Which of the following is an autocratic style of leadership?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
View Answer

Answer: a
Explanation: Directing style of leadership is an autocratic style of leadership. For example, when the
leader is more versed and has a wide range of the knowledge about the subject, he/she decides to have
the final say and does not feel the need to consult his/her team.

2. In which of the following leadership styles the workforce have little input or feedback?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
View Answer

Answer: a
Explanation: In directing style of leadership, the workforce have little input or feedback. It is having an
autocratic style. This is due to the fact that the leader may be well versed in taking the final decision for
the matter under concern.

3. The type of leadership style in which the leader seeks input from those working under him/her is
called _________
a) Indirect style of leadership
b) Consultative style of leadership
c) Direct style of leadership
d) Delegating style of leadership
View Answer

Answer: b
Explanation: The type of leadership style in which the leader seeks input from those working under
him/her is called Consultative style of leadership. This kind of leadership encourages participation from
the workforce of the organization.

4. In consultative style of leadership, the _______ is the final decision maker.

a) Leader
b) Workforce
c) Founder
d) Co-founder
View Answer
Answer: a
Explanation: In consultative style of leadership, the leader is the final decision maker. The leader may
take advice, suggestions and inputs from the workforce but the final decision is made by the leader.

5. Which of the following is false regarding Participative Style of Leadership?

a) Leader assigns work to the workforce
b) Leader provides guidance during the work process
c) Leader makes decision based on the conclusions made by the workforce
d) Leader doesn’t assign any task to its workforce
View Answer

Answer: d
Explanation: In Participative Style of Leadership, Leader provides guidance during the work process
provides guidance during the work process and makes decision based on the conclusions made by the
workforce. The leader is more likely to take the final decision of the matter based on the results
produced by the workforce when compared to Consultative style of leadership.

6. In which of the following kind of leadership style the individual or team is given responsibility and
authority to complete the task with minimum input from the leader?
a) Directing style of leadership
b) Consultative style of leadership
c) Participative style of leadership
d) Delegating style of leadership
View Answer

Answer: d
Explanation: In Delegating style of leadership, the individual or team is given responsibility and authority
to complete the task with minimum input from the leader. The leader checks to verify successful
completion of the assignment and participates only if he/she feels it is necessary.

7. Which of the following is not a kind of leadership skill required for effective leadership?
a) Vision
b) Empowerment
c) Intuition
d) Threat
View Answer

Answer: d
Explanation: Vision, Empowerment, Intuition, Self-understanding and Value congruence are the five
core leadership skills required for effective leadership. A leader without skills can never impart effective
quality into the system. A leader with skills can impart quality and also focus on continuous
improvement. A leader should never threaten his/her workforce.

8. _______ occurs when leaders integrate their values into the company’s system.
a) Intuition
b) Self – understanding
c) Value congruence
d) Vision
View Answer

Answer: c
Explanation: Value congruence occurs when leaders integrate their values into the company’s system.
Values are assumptions and beliefs related to the nature of the business, mission, people and
relationships of an organization.

9. Which values does an effective leader focus on?

a) Trust and respect of individuals
b) Openness
c) Teamwork
d) Disintegration
View Answer

Answer: d
Explanation: An effective leader focuses on the values of trust and respect of individuals, openness,
teamwork, integrity and commitment to quality. He/she focuses on value congruence. He/she should
realize that effective leadership needs to incorporate value congruence.

10. The vision of a leader is crucial during times when the customer needs change.
a) True
b) False
View Answer

Answer: a
Explanation: The vision of a leader is crucial during times when the customer needs change. They
recognize the radical organizational changes taking place today as opportunities to achieve total quality.

11. Leaders empower employees to take and assume ownership of problems or opportunities and to be
pro-active.
a) True
b) False
View Answer

Answer: a
Explanation: Leaders empower employees to take and assume ownership of problems or opportunities
and to be pro-active. They need to be pro-active in implementing continuous improvement strategies
and making decisions in line with the vision, mission and quality policy of the organization.