This set of Total Quality Management Multiple Choice Questions & Answers (MCQs) focuses on “Basic Concepts of QFD”.
1. The approach of QFD in product design leads to customer-driven products.
a) True
b) False
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Explanation: The approach of QFD in product design leads to customer-driven products (processes or services) as it is a customer-centric approach. QFD means Quality Function Deployment.
2. QFD has a complete focus on the ‘voice of the customer’?
a) True
b) False
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Explanation: QFD has a complete focus on the ‘voice of the customer’. The idea conceptualization and the product design using the QFD approach translate customer requirements into the products that are delivered to the customers. QFD is also quintessential to the service industry nowadays.
3. Which of the following is not a technique used to capture customer requirements for the QFD approach?
a) Market surveys
b) Customer surveys
c) Cash receipt
d) Customer complaints
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Explanation: Market surveys, customer surveys, and customer requirements are various techniques used to capture customer requirements for the QFD approach. In addition to this, direct discussions or interviews are also techniques that are commonly used to get insights into customer requirements.
4. Which tool is used to break down the complex customer needs into key customer needs in QFD approach?
a) Voice of customers
b) Affinity diagram
c) Poka Yoke
d) 5S
View Answer
Explanation: Affinity diagram is used quite often to break down the complex customer needs into key customer needs in the QFD approach. Both ‘spoken’ customer needs and ‘unspoken’ customer needs are then planned into action by the planning team.
5. HOQ refers to _________
a) Headquarters
b) High Quality
c) House of Quality
d) Head of Quality
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Explanation: HOQ refers to the House of Quality. It is a primary planning tool used in the QFD approach. It converts the voice of the customer into product design characteristics.
6. What does the relationship matrix in the House of Quality represent?
a) Correlation between customer requirements and technical descriptors
b) Correlation between good and bad customers
c) Correlation between the organization’s profit and loss
d) Correlation between good and bad investors
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Explanation: The relationship matrix in the House of Quality represents the correlation between customer requirements and technical descriptors. It lies at the center of the House of Quality.
7. Which of the following is not an item included in the prioritized customer requirements in the House of Quality?
a) Customer importance rating
b) Customer benchmarking
c) Sales point
d) Technical benchmarking
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Explanation: The customer importance rating, customer benchmarking, and sales point are some of the items included in the prioritized customer requirements in the House of Quality. Some of the other items included are scale-up-factor, target value.
8. The interrelationship between technical descriptors in the House of Quality is given by _____
a) Relationship matrix
b) Trade-off matrix
c) Customer matrix
d) Customer requirement matrix
View Answer
Explanation: The interrelationship between technical descriptors in the House of Quality is given by the trade-off matrix. Similar and/or conflicting technical descriptors are identified.
9. The technical descriptors are the ________
a) Voice of the customer
b) Voice of the manager
c) Voice of the owner
d) Voice of the organization
View Answer
Explanation: The technical descriptors are the voice of the organization. They are formulated by the organization based on the ‘voice of the customer’.
10. In which part of the House of Quality ‘product design characteristics’ can be located?
a) Customer requirements
b) Prioritized customer requirements
c) Technical descriptors
d) Prioritized technical descriptors
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Explanation: The product design characteristics can be located in the ceiling which contains the technical descriptors. The technical descriptors are the voice of the organization.
11. In which part of the House of Quality ‘degree of technical difficulty’ can be located?
a) Customer requirements
b) Prioritized customer requirements
c) Technical descriptors
d) Prioritized technical descriptors
View Answer
Explanation: The degree of technical difficulty can be located in the portion containing the prioritized technical descriptors. The other items included are the technical benchmarking and target value.
Sanfoundry Global Education & Learning Series – Total Quality Management.
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