Which of the following best describes quality?

Products being made to a high standard to meet customer needs.

The service provided to a customer before, during and after purchasing.

Which of the following is usually true about poor quality products?

They fail to meet customers expectations

What happens when a business produces faulty goods?

It increases costs and damages the reputation of the firm

It is an example of Total Quality Management

What is a high quality product?

A product that meets customer expectations and fulfills the customers needs at a price they are willing to pay

A product that does not meet customer expectations but fulfills the customers needs at a price they are willing to pay

A product that meets customer expectations but not at a price they are willing to pay

When is Quality Control carried out by a business?

Inspection or checking of product/service is carried out at the end of production

Inspection or checking of product/service is carried out during production

Inspection or checking of product/service is carried out before production

Quality Assurance is carried out

During all stages of production

During some stages of production

Total Quality Management involves

management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations.

Management and customers, in order to meet or exceed customer expectations.

Quality Circles are...

are small groups of workers, usually between 5 and 10, who meet voluntarily in order to discuss methods of improving productivity

are medium groups of workers, usually between 10 and 15, who are paid to meet in order to discuss methods of improving productivity

are small groups of workers, usually between 5 and 10, who are paid to meet in order to discuss methods of improving productivity

Quality is a problem because

All processes have some variation

Management do not fund projects

Define service quality.

an assessment of how well a delivered service conform to the client's expectation.

an assessment to make the corrective action for the failed service.

an assessment to check whether the customer is happy or not using the service

why Service Quality hard to achieve?

because it from perception and expectation

because it bring the experience to the customer.

Quality Management Systems-Midterm Examination 2020

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Quality of Delivery

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He modified the PDCA cycle to PDSA cycle.

Dr. Walter Shewhart

Deming W. Edwards

Joseph M. Juran

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Quality Management Systems-Midterm Examination 2020

46 questions

Is the product/service made exactly as the designer/standard intended?

Will the product/service do the intended job?

How long does the product/service last?

What does the product/service look/smell/sound/feel like?

What does the product do/ service give?

How well the customer is received?

He modified the PDCA cycle to PDSA cycle.

Degree to which a set of inherent characteristics fulfils requirements

Set of interrelated or interacting activities which transforms input into outputs

Set of interrelated or interacting elements

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