Service and process Quality

Provides a comprehensive way of assessing how a service company is doing in different aspects of designing, producing, and delivering a service

• GAP Model

• Maturity Stage

• Dimensions of quality

• Lean Supply Chain

Answer explanation

The GAP Model provides a structured approach to evaluate the gaps between customer expectations and perceptions in service delivery, covering various aspects of service design, production, and delivery.

Service quality is calculated as

• perception plus expectation

• perception minus expectation

• expectation minus perception

• Perception only

Cost of Good Quality Includes;

• Prevention Cost

• Appraisal Cost

• Internal Failure Cost

• External Failure Cost

Traditional Cost-Benefit calculation for TOC is not always applicable because;

• Cost of poor quality is underestimated

• Benefits of prevention cost is recognized

• Cost of lost customer is calculated

• All of Above

The implications Process Improvement initiatives involve ;

• Increased Internal Failure Cost

• Increased External Failure cost

• Increased Prevention cost

• Decreased failure cost

Systematic efforts to seek out and apply new ways of doing work,

• Product Quality

• Process Improvement

• Quality Management

• Lean THINKING

The customer Gap is a gap between........... & .................;

• what customers expect in a service, 

• how the employees understand the standards for delivering services

• what they perceive they actually received.

• The need for management to walk the talk

In Rater ,each question is a paired question getting at........ & ..........;

• Expectation

• Costs of Quality

• Perception

• Relaibility

•International Organization for Standardization (ISO) is an example of;

• •Compliance with regulations

• •Adherence to Industry Standards

• •Applications for Quality Management Awards

• •Adoption of process improvement initiatives

Traditional cost-Benefit calculation model states that;

• Increase in Proative cost of quality increases the quality of product/service.

• Increase in reactive cost of quality increases the quality of product/service.

• ideal situation is to have70% defects to minimize total cost

• Increased cost of failure leads to higher quality