Quality Service Providers Quiz

A product that is useful and performs its job well demonstrates which of the following components 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 which important characteristic of quality service providers?

• Serviceability

• Reliability

• Tangibles

• Empathy

Which of the following is a factor that keeps quality at the forefront of the modern business world:

• Consumer pressure

• Currency fluctuations

• Outdated technology

• Weather patterns

Which of the following is a true statement regarding quality management and the environment:

• Organizations should regard environmental issues above customer satisfaction.

• Quality-management plans should create environmentally sustainable processes and products.

• Creating quality products is usually harmful to the environment.

• Environmental issues have little to no impact on quality management.

Which of the following is a potential benefit of implementing quality management:

• Increased consistency

• Lower taxes

• Unchanging organizational vision

• Increased costs

Quality management must begin at which level of a company?

• Individual/Job

• Departmental

• Contractors

• Leadership

A proofreader making sure every word in a document is spelled correctly is an example of quality management at which of the following levels:

• Departmental

• Job/Performance

• Executive

• Managerial

Which of the following is a potential challenge when implementing quality management:

• Too-specific goals and plans

• A budget surplus

• Lack of integration

• Difficult laws/regulations

The cost of employing product inspectors is a(n) ________ cost.

• internal failure

• external failure

• appraisal

• prevention

The cost associated with throwing out defective products as they come off the production line is a(n) ________ cost.

• external failure

• internal failure

• prevention

• appraisal