LPU QSM Quiz 1

Joseph Juran defined quality as “_______________” which means that the concept of quality is variable to the ones defining it

• Fitness for able

• Fitness for use

• Exercise of use

• Exercise for ab;e

anything that can be offered to a market for attention, acquisition, use or consumption that could satisfy a need or want.

• Goods

• Services

• Service

• Product

a physical object for which a demand exist

• Goods

• Services

• Quality

• Product

The following are the characteristics/Features of Services EXCEPT one

• Intangibility

• Homogeneity

• Inseperable

• Perishability

A quality from this perspective that defined as the degree to which process output meet its specified performance standard

• Provider perspective

• Customer perspective

• External perspective

• Internal perspective

The main mechanism for measuring quality based on the definition of quality by customer perspective

• quality inspection

• customer satisfaction survey

• customer service tool

• External quality tool

The provider perspective for quality provides more timely and comprehensive information

• TRUE

• FALSE

Quality from the customer perspective is defined as the degree to which a service satisfies customers.

• TRUE

• FALSE

Goods can't have their ownership be established

• TRUE

• FALSE

Quality is the ability of a product or service to consistently meet or exceed customer expectations

• TRUE

• FALSE