THC3- QUIZ#3

Why is quality considered more than just the nonexistence of defects?

• Because defects are inevitable and cannot be completely eliminated

• Because quality requires continuous improvement of all systems and processes

• Because customer expectations are always high, regardless of defects

• Because defects are a normal part of the production process

How does Total Quality Management (TQM) contribute to organizational improvement?

• By emphasizing the importance of defects in the production process

• By focusing solely on improving product quality

• By involving managers and workers in continuous process enhancement activities

• By eliminating the need for feedback and minor changes

Why does Total Quality Management (TQM) aim to improve performance at all levels in an organization?

• Because cross-functional goals, such as quality, cost, schedule, mission, need, and suitability, are interconnected

• Because workers are solely responsible for improving performance

• Because performance improvement is limited to specific departments within the organization

• Because TQM only focuses on improving product quality

Why are customers considered the reason for your job?

• Because customers are an interruption to your job

• Because customers provide feedback on your job performance

• Because customers are the ones who need your assistance

• Because customers are colleagues within the company

How would you define internal customers?

• Individuals or enterprises who hire or purchase products or services

• Colleagues within the company who work together to deliver a service or product

• Individuals who exist outside the organization and receive services or products

• Individuals who provide feedback on your job performance

Why are external customers important for an organization?

• Because they are colleagues within the company

• Because they are the reason for your job

• Because they provide feedback on your job performance

• Because they hire or purchase products or services from the organization

How can successful complaint handling benefit an organization?

• By encouraging customers to never return to the organization

• By generating negative word-of-mouth recommendations from customers

• By providing an opportunity to rectify mistakes and solve problems

• By escalating minor difficulties into major problems

Why is obtaining valuable feedback from customers important in complaint handling?

• To increase levels of repeat business

• To encourage customers to bad-mouth the organization

• To rectify mistakes and solve problems effectively

• To switch to another service provider

How does successful complaint handling contribute to improving the customer experience?

• By generating favorable word-of-mouth recommendations

• By stopping minor difficulties from escalating into major problems

• By retaliating against dissatisfied customers

• By never allowing the same problem to occur again

WHY is it important to empower frontline employees in complaint handling?

• To delay the resolution of customer complaints

• To increase the volume of management time spent investigating complaints

• To reduce the need to reply to written complaints

• To achieve quick action in resolving customer problems