Podcast
Questions and Answers
What is the primary focus of a customer-centric approach to quality management in service?
What is the primary focus of a customer-centric approach to quality management in service?
- Measuring service quality across various dimensions
- Understanding and meeting customer needs and expectations (correct)
- Developing employee training programs
- Establishing clear service standards and procedures
Which service quality dimension refers to the ability to perform the promised service dependably and accurately?
Which service quality dimension refers to the ability to perform the promised service dependably and accurately?
- Empathy
- Assurance
- Responsiveness
- Reliability (correct)
Why is it essential to establish clear service standards and procedures?
Why is it essential to establish clear service standards and procedures?
- To increase customer satisfaction
- To reduce employee training costs
- To maintain consistency and quality across service delivery (correct)
- To improve service responsiveness
What is the primary benefit of providing ongoing training and development opportunities to employees?
What is the primary benefit of providing ongoing training and development opportunities to employees?
What is the primary purpose of gathering feedback, conducting surveys, and actively listening to customer concerns?
What is the primary purpose of gathering feedback, conducting surveys, and actively listening to customer concerns?
What is the primary goal of continuous improvement in quality management?
What is the primary goal of continuous improvement in quality management?
Why is customer feedback and complaint handling essential in quality management?
Why is customer feedback and complaint handling essential in quality management?
What is the purpose of benchmarking in quality management?
What is the purpose of benchmarking in quality management?
How can technology and innovation contribute to quality management?
How can technology and innovation contribute to quality management?
What is the ultimate goal of implementing quality management principles and practices?
What is the ultimate goal of implementing quality management principles and practices?
