Quality Service Mgt

It is a measure of how an organization delivers its services compared to the expectations of its customers

• Service Quality

• Reliability

• Empathy

• Responsiveness

An ability to have a human interaction with your customer in order to understand the situation and find the best solution

• Responsiveness

• Quality Service

• Empathy

• Tangibility

The ability to provide your customers with prompt service

• Responsiveness

• Assurance

• Reliability

• Customer Care

He is known as the father of statistical quality control

• Joseph Juran

• Walter A. Shewhart

• William Edwards Deming

• None of the above

Who is the father of Quality Management?

• 
• 
• 
• None of the above

Answer explanation

Dr. Joseph Juran is popularly known as the "Father of Quality Mangement"

A notable person that introduce the concept of zero defect in quality management principles

• Philip B. Crosby

• Armand V. Feigenbaum

• Kaoru Ishikawa

• Genichi Taguchi

His principle in Quality Management focuses on design and development to create efficient, reliable products.

• Kaoru Ishikawa

• Dr. Joseph Juran

• Genichi Taguchi

• Walter A. Shewhart

An American quality specialist who devised the concept of Total Quality Control (TQC)

• Armand V. Feigenbaum

• Philip B. Crosby

• William Edwards Deming

• Walter A. Shewhart

A management tool used to improve teams' performance in determining potential root causes of their quality problems. 

• Fishbone-shaped diagram

• Check sheet

• Control charts

• Histogram

Used in collecting data in real time. It can be used in qualitative or quantitative methods.

• Check sheet

• Control charts  

• Histogram

• Pareto chart