QUESTION $1$

MULTIPLE CHOICE QUESTIONS

Fill in the correct number of the question by selecting one of the options provided

after each question $($for example: $1.1,2.3$ and so on$).$

$1.$ Quality starts with understanding customer needs and ends when those needs

are satisfied. In view of this statement, which statement is true explains quality?

A$.$ Quality is getting things wrong first but getting them right the second time.

B Quality is doing thing through trial and error.

C$.$ The total features and characteristics of a product or service that bear on it

ability to satisfy stated or implied needs.

D$.$ It is Japanese attitude towards a product or service.

$2.$ A development of quality concept regarding customer and their satisfaction results

in customer loyalty. Research shows that focus on customer loyalty can provide

several commercial advantages. Which one is the result of the above statement?

A$.$ Many of our customers rely on our products.

B$.$ The longer the relationship with the customer, the higher the profitability.

C$.$ There is always a second chance if we cannot get it right the first time.

D$.$ If you try things out, and not get things right the first time, keep trying till you

get it right.

$3.$ There are various techniques that can be used to assess customer satisfaction.

Which technique can be considered below one is most appropriate?

A$.$ Panel or focus group

B$.$ Training of personnel in the field.

C$.$ The sustainability of the distribution and customer $-$service process.

D$.$ Evidence of organisation is capable of meeting customer requirement.

$4$ A sound quality policy together with organisation and facility to put into effect is

fundamental. Which idea can be set out?

A$.$ Identify the end customer needs.

B$.$ What is being done to motivate and train employees?

C$.$ What are the dominant values adopted by the firm?

D$.$ Is the standard of management adequate to ensure that quality is given proper

attention?

$5.$ The vehicle for excellence in leadership is which statement?

A$.$ Recognizing customers and discovering their needs.

B$.$ Be involved with customers and stakeholders.

C$.$ Ensure customer $($external and internal$)$ needs are understood

D$.$ Customer behavior based on interaction with the organization.

$6.$ The culture of an organization is formed by several components. Which one is

part of the components?

A$.$ Dominant values adopted by the organization.

B$.$ Direction through leadership.

C$.$ Establish the results the organization wants to achieve.

D$.$ Establish and drive the strategy.

$7.$ Clearly defined and properly communicated beliefs and objectives can be

summarised by which statement?

A$.$ The Company will concentrate on its customers and suppliers, both external

and internal.

B$.$ The performance of our competitors will be communicated to all relevant units.

C$.$ Important suppliers and partners will be closely involved in our quality policy.

D$.$ The definition of the business, e$.$g$.$ the needs that are satisfied or the beliefs

provided.

$8.$ The mission statement is stated below all the statement below except which one?

A$.$ An expression of the aspirations of the organization.

B$.$ Financial and non$-$financial performance.

C$.$ Define and agree to KPIs and associated targets.

D$.$ Strategic drive to recruit more knowledgeable personnel and resources.

$9.$ The mission and the critical success factor $($CSF$)$ are to the $$what$$ question of

the organization which must be supported by key performance indicators $($KPI$).$ In

view of the statement, The task of a sponsor within the critical success factor

$($CSF$).$ The task of the sponsor is which of the statement?

A$.$ Develop clear and effective strategy and supporting plans for achieving the

vision.

B$.$ Evaluate $$ the situation and define the objectives.

C$.$ Recognise customers and discovering their needs.

D$.$ Monitor and report progress towards achieving the CSF and KPI$$s

$10.$ If design is taking care of all aspects of customer requirements, including cost

production, The design must take place in all aspect of$?$

A$.$ Identifying needs.

B$.$ Control the various stages.

C$.$ Check that design aspects have completed.

D$.$ Estimate the level of resources needed.

$11.$ For organizations which have not carried out benchmarking before, it may be

useful initially to carry out a simple self$-$assessment of readiness in terms of

listed questions below, except which one?

A$.$ How well processes are understood?

B$.$ Change the perspective of the executives and managers.

C$.$ Compare business practices and process.

D$.$ Create an improved goal and practices for the organisation.

$12.$ The benefits of benchmarking can include which one below?

A$.$ Creating a better understanding of the current position.

B$.$ Customer continually demand better quality, lower prices, shorter lead

times.

C$.$ Correct and on time delivery.

D$.$ Speed of response or new product development.

$13.$ The benchmarking methodology includes which one of the listed items below?

A$.$ Pl