BB42 1.03 QM

When a customer considers a product to be worth the money s/he spent on it, the product demonstrates the ​​ (a)   component of quality.

• value
• excellence
• conformance to specifications
• customer satisfaction

Quality management is a ​ (a)  

• philosophy.
• six step process.
• tool
• tool.
• technique.

A product that is useful and performs its job well demonstrates the ​​ (a)   component of quality? ​

• excellence
• value
• conformance to specifications
• customer satisfaction

Dan likes his eye doctor because she is caring and shows concern for him as an individual patient. This illustrates the ​ (a)   characteristic of quality service providers?

• empathy
• tangibles.
• tangibles
• serviceability
• reliability

Making changes in the organization as a means of maintaining quality is an example of ​ (a)  

• quality improvement.
• quality assurance.
• quality command.
• quality control.

A process that weeds out defective products after they’ve been created is ​ (a)  

• quality control.
• quality assurance.
• quality improvement.
• quality command.

A system that focuses on preventing defective products from being created in the first place is ​ (a)  

• quality assurance.
• quality command.
• quality control.
• quality improvement.

One of the most important characteristics of a quality good is ​ (a)  

• reliability.
• tangibles.
• empathy.
• responsiveness.

​ (a)   is a potential benefit of implementing quality management.

• Increased consistency
• Lower taxes
• Unchanging organization vision
• Increased costs

​ ​ (a)   is a factor that keeps quality at the forefront of the modern business world​.

• Consumer pressure
• Weather patterns
• currency fluctuations
• outdated technology