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