In terms of process quality ____ relates to the manufacturer / service provider fulfilling their promise. a. Empathy b. Authority c. Responsiveness d. Dependability
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- Process capability indices measure process’ ____; process performance indices measure process’ ____. (a) actual performance; actual performance (b) actual performance; potential capability (c) potential capability; actual performance (d) potential capability; potential capabilityQ44 ___________ is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter. Select one: a. Service recovery b. Service quality c. Service satisfaction d. Service action3. The service encounter is high quality when it is dominated and controlled by ? a. Contact personnel. b. None of the three. c. Customer d. Service organization
- Provide a brief definition or explanation of the following term within the context of business management together with an example. -Performance or control standard (context of control process).Which of the following are plan quality tools and techniques? (select all correct answers) Benchmarking Risk data quality analysis Flowcharting Cost-benefit analysis Cost of qualitymatch each variable types with its description: variables: Process input variable, Process output variable, Critical to quality, Key process output variable, Key process intput variable, description (a) a product or process requirement that is no matter to the customer (b) a product or process knob or control that affects characteristics of importance to the customer (c) a product or process knob or control that has no impact on the process (d) a product or process requirement that must be present to make the customer happy but that the customer does not know to explicitly specify (e) a product or process requirement specifically requested by the customer
- 9. Which of the following qualitative factors favors the buy choice in a make or buy decision for a part? * O quality control is critical O part is critical to product O utilization of idle capacity maintaining a long-term relationship with suppliersI really need help these questions please 1. As Matilda entered the lawyer's office she was immediately impressed by the plush carpets, the premium quality furniture, and the tasteful art on the walls. She knew this would be the lawyer to handle her crpyto gains and associated tax issues. The well decorated office is focusing on which part of quality (customer satisfaction)? customer support (such as information, warranty, etc) conformance quality (the lawyer's conformance to legal specifications) soundness of legal advice given by the lawyer psychological impressions of the customer 2. Which of the following is an example of type I error? The control chart says the process is in control, and the process is actually in control The control chart says the process is not in control, and the process is actually in control The control chart says the process is in control, and the process is actually not in control…Supppose that customers are asked to rate the quality of the service provided at a busy service facility. Based on the lectures on quality this term, select the choice that best highlights customer-preferred quality dimensions. a.Reliability, Assurance, Tangibles, Empathy, and Responsiveness. b. Responsiveness, Altruism, Tangibles, Empathy, and Readiness. c. Timeliness, Assurance, Needs, Reliability, and Empathy. d. Intangibles, Price, Location, Timeliness, and Needs.
- Which of the following is/are the advantage(s) of using the ISO 9001 standard? a. Improve environmental safety b. Consistently meet customers requirements, and quality is consistently improved c. Process containment d. Operate in a socially responsible wayMatch the term on the left with its correct definition on the right. 1. Coined by Hammer and Champy, simplifies processes and eliminates the non-value added elements from the process, and is synonymous to the Total Quality Management approach of process improvement BPR or Business Process Engineering A bottleneck 2. The most constraining resource in a process Service blueprinting 3. Shows how the customer and service provider interact at each step of the service delivery process Little's law 4. States that inventory in a process is related to the throughput rate and throughput timeExplain the following and give examples. A. Pareto Chart/Principle B. Cause and Effect Diagram C. PDCA Approach D. Control Chart E. Scatter Diagram