BM2 1.03 Quality Management

What is one of the key components of quality management?

• Financial auditing

• Quality assurance

• Customer satisfaction surveys

• Strategic planning

What does quality in goods typically refer to?

• Safety, adaptability, and cost

• Reliability, serviceability, and durability

• Responsiveness, empathy, and tangibles

• Performance, innovation, and efficiency

Which of the following is part of the cost of external failure?

• Training programs

• Warranty claims

• Process inspection

• Rework

What is Six Sigma primarily focused on?

• IT service management

• Process improvement

• Tailoring products

• Environmental sustainability

Which characteristic of quality relates to meeting or exceeding customer expectations?

• Durability

• Satisfaction

• Safety

• Adaptability

How does quality management provide a competitive advantage?

• By reducing all associated costs

• By enhancing customer satisfaction and efficiency

• By focusing solely on internal quality

• By eliminating the need for customization

Which level of quality management involves focusing on individual outputs?

• Organizational level

• Process level

• Performance/job level

• Customer level

Which methodology is best suited for IT service management best practices?

• Six Sigma

• ITIL

• CMMI

• TQM

If a company experiences a high number of product returns due to defects, which cost category is primarily affected?

• Cost of prevention

• Cost of appraisal

• Cost of internal failure

• Cost of external failure

A company adapts to shifting demographics by tailoring its services to meet customer preferences. Which factor influencing quality does this represent?

• Partnering

• Customization

• Knowledge focus

• Environmental sustainability