1.

The cost to gain a new customer is about ____ times more costly than retaining an existing
one.

a. Ten
b. Two
c. Three
d. Five

2. The ability to accurately and dependably provide a customer with what was promised
illustrates the service quality dimension of:

a. Assurance
b. Responsiveness
c. Empathy
d. Reliability

3. A consumer purchases a generic product at a cost of Rs 5.00 instead of the competing brand-
name product that sells for Rs 7.00. The consumer feels that there is no difference in quality
between the generic and brand name products. This scenario illustrates which of the following
definitions of quality?

a. User-based
b. Value-based
c. Manufacturing-based
d. None of the answers

4.Conversion of customer's voice into technical data can be done using

a. Total quality management

b. Quality function deployment
c. Benchmarking
d. Total quality excellence

5.Which of the following is false regarding inspection under the Deming philosophy?

a. Inspection does not add value to the product.

b. Inspection can be used to assure quality.
c. Inspection encourages the production of defects.
d. Inspection is rarely accurate.
6 Which of the following is the primary reason for Deming's position that slogans should be
eliminated?

a. Not all workers can read the slogans.

b. Slogans take up valuable space in the production department.
c. Most problems depend on the system and cannot be controlled by workers.
d. Slogans are costly to maintain and periodically update.

7.Which of the following audit will cost you more?

a. Process audit
b. Product audit
c. Part audit
d. System audit

8.Cause and effect diagram is used to conduct following analysis

a. All the above

b. Process analysis
c. Cause enumeration
d. Dispersion analysis

9.Selection of response variable, hypothesis testing and analysis of variance are related to which
phase of six sigma implementation

a. Improve phase
b. Measure phase
c. Definition phase
d. Analyzed phase

10.The creation of separate quality departments in the early 1900s caused:

a. Indifference to quality among workers

b. Increased knowledge about quality from upper management
c. Less responsibility for quality assigned to the quality department
d. More responsibility for quality assigned to the quality department