This set of Total Quality Management Interview Questions and Answers focuses on “TQM – Dimensions of Product Quality – 2”.
1. 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
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.
2. 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
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.
3. 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
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.
4. 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
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.
5. 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
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.
6. The dimension of ‘product quality’ which appreciates agile manufacturing is ________
a) Aesthetics
b) Reputation
c) Responsiveness
d) Conformance
View Answer
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.
7. 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
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’.
8. 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
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.
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