TQM EASY ROUND

These are cost involved in assuring the capability and robustness of the process and equipment to meet
the customers requirements. PREVENTION COSTS

Human interface, such as courtesy of the service personnel while registering a complaint from customer
and while repairing at the customers site is known as SERVICE.

These are customers perception about the product, which can be understood from a market research
survey. REPUTATION

The probability of a product performing its intended duty under stated conditions without failure for a
given period of time is known as _________________. RELIABILITY

Lifetime of the product, which includes repair is called _______________. Durability.

Costs associated with defects found at the customers site are known as _________________.
EXTERNAL FAILURE COSTS.

Costs involved in determining the degree of conformance to the quality requirements are known as
______________________________. APPRAISAL COSTS.

Costs incurred to avoid or minimize the failures are known as __________________. PREVENTION
COSTS.

Costs associated with defects found before the customer receives the product or service are known as
_______________. INTERNAL FAILURE COSTS.

By principle, 80 percent of the major problems are due to 20 percent of the causes this is known as
________________. PARETO ANALYSIS.

AVERAGE ROUND

These teams are abolished upon achieving the goals. ____________. PROCESS IMPROVEMENT
TEAMS

In this team, members are allowed to work individually but they form the natural work group. NATURAL
TEAMS

This is the beginning stage where the members come to know about their team members and define
boundaries for their behavior. FORMING

In this kind of sourcing, the supplier company will be willing to invest in newer equipment if required, as
the income is assured. SINGLE SOURCING

This kind of sourcing results in long-term partnership. SINGLE SOURCING

This type of sourcing eliminates the dependency on a single supplier and in case if there is a strike going
on in one of the suppliers company, the manufacturer need not wait for it. SINGLE SOURCING

The effectiveness of the system in place to ensure that the requirements are being fulfilled is assessed
during this exercise. Effectiveness benchmark assessment

During this process, the systems available to ensure the continuous improvement of the companys
processes are verified. Continuous Improvement benchmark assessment

During this assessment, the company can judge what the employees think about the management and the
company. Perception benchmark assessment

This assessment can be used by companies to demonstrate that quality is an integral part of the
organization. Continuous Improvement benchmark assessment
 DIFFICULT ROUND

____ 1. Recognitions must be given immediately to improve the perception of the employees
about the management.

____ 2. Security needs are the most fundamental requirement for life.

____ 3. Motivational factors include recognition, responsibility, achievement and job

advancement.

____ 4. Empowering people without resources is dangerous and will resist the empowerment
process.

____ 5. Motivators are preventable and extrinsic in nature.

____ 6. Quality has different definitions with respect to different people and with respect to
various products/services.

____ 7. The organization may have to change its entire structure of operation to ensure the ease
of operation.

____ 8. The third level need emphasizes on the recognition expected by every individual in the
organization.

____ 9. Recognitions are tangibles such as cash award, gold coins etc.

____ 10. The fourth level needs says that every individual should be given an opportunity to go as
far as their abilities will take them.

____ 11. Empowerment is giving complete authority required to execute the process and
ownership is created.

____ 12. People with higher education and many years of experience will not accept change even
if they are empowered.

TRUE/FALSE

1. ANS: T PTS: 1
2. ANS: F PTS: 1
3. ANS: T PTS: 1
4. ANS: T PTS: 1
5. ANS: F PTS: 1
6. ANS: T PTS: 1
7. ANS: T PTS: 1
8. ANS: F PTS: 1
9. ANS: F PTS: 1
10. ANS: F PTS: 1
11. ANS: T PTS: 1
12. ANS: F PTS: 1
 EASY ROUND: PRODUCT MANAGEMENT

a. Effective Demand c. Potential Demand

b. Latent Demand
____ 28. In this type of demand a manufacturer may be able to change a consumer's preference through
their marketing and promotional activities.

____ 29. This kind of demand in which economist are primarily interested and may be defined as 'demand
backed up by purchasing power.

____ 30. This may be thought of as that part of the total market or effective demand for an existing product
which a firm might anticipate securing through the introduction of a new competitive product.

____ 31. In this type of demand, wants are ranked in order preferences and satisfied to the point where
disposable income is exhausted.

____ 32. This may be said to exist where a consumer possess purchasing power but is not currently buying.

____ 33. In the manufacturer's point of view, the problem is to translate this type of demand into effective
demand by increasing the consumer's preference for their particular product vis-a-vis all product offerings.

28. ANS: B PTS: 1

29. ANS: A PTS: 1
30. ANS: C PTS: 1
31. ANS: B PTS: 1
32. ANS: C PTS: 1
33. ANS: B PTS: 1

a. Relative Advantage c. Divisibility

b. Complexity d. Communicability
____ 71. This seeks to measure the economic benefit conferred upon or available to the adopter of an
innovation adjusted to take cognizance of the adopter's present situation.

____ 72. The less compatible an innovation is with the existing way of doing things, the more complex it is
likely seem to be.

____ 73. This is defined as the degree of difficulty associated with full understanding of the application of an
innovation, does not automatically increase with novelty, this is often the case.

____ 74. This is heavily influenced by the preceding four factors, for it reflects the degree of difficulty
associated with communicating the benefits of an innovation to prospective users, which in turn, is a function
of its relative advantage, compatibility, complexity and divisibility.

____ 75. This measures the extent to which it is possible to try an innovation before coming to a final
adoption/rejection decision and it can have a significant influence upon attitudes towards a new product.

71. ANS: A PTS: 1

72. ANS: B PTS: 1
73. ANS: B PTS: 1
74. ANS: D PTS: 1
75. ANS: C PTS: 1

AVERAGE ROUND: PRODUCT MANAGEMENT

a. Convenience Goods c. Specialty Goods

b. Shopping Goods
____ 40. The exact nature of the want may not be defined clearly in advance, you may know the product
category but need to establish what is on offer before making a decision on this type of goods.
 ____ 41. These goods are those with which the consumer is familiar and as soon as he recognizes the
want, the demand becomes clearly defined in his mind. Furthermore, he usually desires the prompt
satisfaction of the want.

____ 42. The widest possible distribution is necessary to maximize sales opportunities with these kind of
goods.

____ 43. Undifferentiated (Cost leadership)

____ 44. These goods usually desires the prompt satisfaction of the want.

____ 45. These are goods for which the consumer desires to compare prices, quality and style at the time of
purchase.

____ 46. Concentrated (Focus)

____ 47. These goods tend to be of low unit price and are purchased frequently.

____ 48. These are goods which have some particular attraction for the consumer, other than price, which
induces him to put forth special effort to visit the store in which they are sold and to make the purchase
without shopping.

____ 49. They are sometimes referred to as low involvement goods.

____ 50. There is low frequency of purchase in this type of goods.

40. ANS: B PTS: 1

41. ANS: A PTS: 1
42. ANS: A PTS: 1
43. ANS: A PTS: 1
44. ANS: A PTS: 1
45. ANS: B PTS: 1
46. ANS: C PTS: 1
47. ANS: A PTS: 1
48. ANS: C PTS: 1
49. ANS: A PTS: 1
50. ANS: B PTS: 1

DIFFICULT ROUND: PRODUCT MANAGEMENT

a. Economic Model c. Psycho-analytic Model

b. Learning Model d. Social-Psychological Model
____ 1. According to this model, the buyer is a rational man and his buying decisions
are fully governed by the concept of utility.

____ 2. According to this model, buyers buying decisions are not totally governed by
utility; consumer has a desire to follow and fit it with his immediate environment.

____ 3. This model was drawn mainly from Freudian psychology.

____ 4. According to this model a learned response does not necessarily occur every
time a stimulus appears.

____ 5. This model suggests that marketers have to relate the service brand offering
to internal drives of the consumers.

____ 6. This model helps the marketers to understand individuals real motive for
purchasing a particular service or brand. It has caused marketers to realize that they
must provide consumers socially acceptable rationalization for their purchase.
____ 7. According to this model, if the buyer has purchasing power of choosing a set
of services to met his need, he will allocate this amount over the set of services in a
very rational manner with the intention of maximizing the utility or benefits.

____ 8. This model considers individual buyer as a complex set of deep- seated
motives that derive him towards certain buying decisions.

____ 9. This model describes most superior and innovative implications to the
marketer for designing a service message that suits the psychological needs of the
consumer.

____ 10. According to this model the individual buyer is influenced by society, intimate
groups as well as social classes.

1. ANS: A PTS: 1
2. ANS: D PTS: 1
3. ANS: C PTS: 1
4. ANS: B PTS: 1
5. ANS: B PTS: 1
6. ANS: C PTS: 1
7. ANS: A PTS: 1
8. ANS: C PTS: 1
9. ANS: C PTS: 1
10. ANS: D PTS: 1