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Assignment Chapter 9 Management of Quality Exam Questions and Complete Solutions Graded A+
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Assignment Chapter 9 Management of Quality Exam Questions and Complete Solutions Graded A+
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Assignment Chapter 9 Management ofQuality Exam Questions and Complete
Solutions Graded A+
What is a broad definition of Quality? - Answer: The ability of a product/service to consistently meet or
exceed customer requirements or expectations.
Successful management of quality requires what? - Answer: That managers have insights on various
aspects of quality
True or false: To meet or exceed customer expectations, product quality performance is less than
customer expectations. - Answer: False
Select all that apply
Understanding product quality dimensions can help an organization meet or exceed customer
expectations. Select all the dimensions of product quality below. - Answer: - Aesthetics
- Conformance
- Durability
- Performance
Select all that apply
In order to meet or exceed customer expectations service quality is broken down into different
dimensions or focus areas. Select all the dimensions of service quality below. - Answer: - Courtesy
- Responsiveness
- Convenience
What is a good working definition of Quality? - Answer: Customer-dependent
, Which of the following is an example of making "Time," a service dimension of quality, measurable? -
Answer: How long did the customer have to wait?
Select all that apply
To translate quality into operational terms which of the following aspects are applicable? - Answer: -
Making ethical decisions in terms of the quality of product/service offerings
- Recognizing the consequences of poor quality
- Performing a cost-benefit analysis on quality impacts
What is a primary determinant of quality? - Answer: Design
One dimension of Quality is product Performance. Match the customer expectation result with the
different performance relationship:
Meets -->
Exceeds -->
Does not meet --> - Answer: --> Performance = Expectations
--> Performance > Expectations
--> Performance < Expectations
Which of the following determinants of quality refers to the inclusion or exclusion of certain product or
service features? - Answer: Quality of design
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