OM-Lesson 5-Interactive Quiz

1.    The knowledge exhibited by personnel who come into contact with a customer and their ability to convey trust and confidence.

• Assurance

• Consistency

• Convenience

• Reliablity

2.   The way customers are treated by employees who come into contact with them

• Assurance

• Courtesy

• Reliabiliity

• Responsiveness

3.    The willingness of service providers to help customers in unusual situations and to deal with problems

• Assurance

• Courtesy

• Responsiveness

• Convenience

4.     A visual representation of a process.

• Cause-and-effect

• Run charts

• Check sheets

• Flow charts

5    Provide a format that enables users to record and organize data in a way that facilitates collection and analysis.

• Check sheets

• Flow charts

• Run Charts

• Histograms

6.    Promotes worldwide standards for the improvement of quality, productivity, and operating efficiency through a series of standards and guideline

• ASQ

• ISO

• QSO

• MBO

7    To ensure the organization maintains a consistent and good service

• Quality management

• TQM

• Operations management

• Human Resource Management

8.    A technique used to establish and maintain quality environment in an organization.

• 5s Practice

• ISO

• 5s

• QS

9.   Create an orderly workplace where everything has its place

• Swipe

• Straighten

• Shine

• Standard

10 The philosophy that seeks to improve all factors related to the process of converting inputs into outputs on an ongoing basis is called

• Quality management

• TQM

• Continuous improvement

• Team Aprroach