TQM MOdule 3 Quiz

1. This refers to the appearance of physical facilities, equipment, personnel, and communication materials.

• Responsiveness

• Tangible

• Empathy

This is the level of the quality of product actually produced and delivered through the production or service process of the organization as per the specifications or design.

• Quality Assurance

• Quality Control

• Quality of Conformance

This is the set of activities (including facilitation, training, measurement and analysis) needed to provide adequate confidence that processes are established and continuously improved in order to produce products or services that conform to requirements and are fit for use.

• Quality Assurance (QA)

• Quality Control

• Quality Gaps

It is all call the “Performance Quality”

• supplier view

• consumer quality

• producer view

This refers to knowledge and courtesy of employees and their ability to convey trust and confidence.

• TANGIBLES

• RESPONSIVENESS

• ASSURANCE

This is something produced, such as a requirement document, test data, source code, load module or terminal screen.

• service

• quality

• product

This is the view of the organization responsible for the project and processes, and the products and services acquired, developed, and maintained by those processes.

• Supplier view

• Producers Perspective of Quality

• Two Quality Gaps

Explain the organizational infrastructure that also includes a provider and a supplier view, as shown in the picture.

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Explaine the difference Between Quality Control and Quality Assurance in your own understanding.

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Explain what’s this mean for service providers?

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