Podcast
Questions and Answers
Quality has not been recognized as a strategic tool for achieving operational efficiency and improved business performance.
Quality has not been recognized as a strategic tool for achieving operational efficiency and improved business performance.
False
Maintaining customer satisfaction and loyalty is not one of the key benefits of focusing on quality according to the text.
Maintaining customer satisfaction and loyalty is not one of the key benefits of focusing on quality according to the text.
False
Quality is a static state according to the diverse definitions provided by different authors.
Quality is a static state according to the diverse definitions provided by different authors.
False
Increasing productivity is not associated with focusing on quality according to the text.
Increasing productivity is not associated with focusing on quality according to the text.
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Fewer complaints from customers result in lower productivity according to the text.
Fewer complaints from customers result in lower productivity according to the text.
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Quality does not play a role in strengthening the competitive position according to the text.
Quality does not play a role in strengthening the competitive position according to the text.
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According to Deming, quality means meeting the customer's needs the first time and every time.
According to Deming, quality means meeting the customer's needs the first time and every time.
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Quality from the manufacturing based perspective implies 'zero defects' according to Juran.
Quality from the manufacturing based perspective implies 'zero defects' according to Juran.
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As per Dommelly&will, quality is calculated as Q = P + E.
As per Dommelly&will, quality is calculated as Q = P + E.
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Quality is a static concept that remains constant over time according to the text.
Quality is a static concept that remains constant over time according to the text.
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The total characteristics of a product conforming to specifications define quality according to the text.
The total characteristics of a product conforming to specifications define quality according to the text.
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Garvin summarized product quality on ten dimensions according to the text.
Garvin summarized product quality on ten dimensions according to the text.
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Empathy in customer service involves giving customers individual attention and understanding their needs.
Empathy in customer service involves giving customers individual attention and understanding their needs.
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Reliability is the ability to provide service accurately and inconsistently.
Reliability is the ability to provide service accurately and inconsistently.
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Assurance in customer service refers to the ability to transmit trust and confidence.
Assurance in customer service refers to the ability to transmit trust and confidence.
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The longer the demand and stability for a product, the less emphasis on quality standards.
The longer the demand and stability for a product, the less emphasis on quality standards.
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Product design is not a crucial factor affecting the quality of products and services.
Product design is not a crucial factor affecting the quality of products and services.
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Using advanced equipment is not necessary for producing quality products.
Using advanced equipment is not necessary for producing quality products.
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Serviceability refers to the ease of getting repairs and the speed of repairs for a product.
Serviceability refers to the ease of getting repairs and the speed of repairs for a product.
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Durability measures how well a product responds to design specifications.
Durability measures how well a product responds to design specifications.
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Conformance is about the physical appearance of facilities and equipment in service quality evaluation.
Conformance is about the physical appearance of facilities and equipment in service quality evaluation.
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Perceived quality is solely based on objective measurements like durability and reliability.
Perceived quality is solely based on objective measurements like durability and reliability.
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Responsiveness in service quality evaluation focuses on the willingness of service providers to help customers.
Responsiveness in service quality evaluation focuses on the willingness of service providers to help customers.
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Aesthetics in product evaluation includes factors like how a product sounds or tastes.
Aesthetics in product evaluation includes factors like how a product sounds or tastes.
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Proper maintenance of facilities and equipment is not necessary to maintain high-quality products.
Proper maintenance of facilities and equipment is not necessary to maintain high-quality products.
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Assigning responsibility for quality to each individual in the organization can be achieved through continual training and development.
Assigning responsibility for quality to each individual in the organization can be achieved through continual training and development.
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Recruiting individuals based on qualifications and placing them in suitable positions is not important for product/service quality.
Recruiting individuals based on qualifications and placing them in suitable positions is not important for product/service quality.
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Effective service after delivery, such as brochures or maintenance instructions, does not impact product quality.
Effective service after delivery, such as brochures or maintenance instructions, does not impact product quality.
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Top management does not have the responsibility for ensuring quality within the organization.
Top management does not have the responsibility for ensuring quality within the organization.
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Having adequate financial resources is not important for implementing effective motivating systems within the organization.
Having adequate financial resources is not important for implementing effective motivating systems within the organization.
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