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WorksheetsCHAPTER 1 INTRODUCTION TO QUALITY
Total questions: 17
Worksheet time: 6mins
Service Quality dimensions/definitions are divided into
Five
Six
Seven
Eight
__________ is defined as something intuitively understood but nearly impossible to communicate such as beauty or love.
Transcendent Definition
Product-Based Definition
User-Based Definition
Manufacturing-Based Definition
Value-Based Definition
__________ is when the quality is found in the components and attributes of a product.
Transcendent Definition
Product-Based Definition
User-Based Definition
Manufacturing-Based Definition
Value-Based Definition
If the customer is satisfied, the product has good quality.
This definition is __________.
Transcendent Definition
Product-Based Definition
User-Based Definition
Manufacturing-Based Definition
Value-Based Definition
If the product conforms to design specifications, it has good quality.
This definition refers to __________.
Transcendent Definition
Product-Based Definition
User-Based Definition
Manufacturing-Based Definition
Value-Based Definition
If the product is perceived as providing good value for the price, it has good quality.
Transcendent Definition
Product-Based Definition
User-Based Definition
Value-Based Definition
The quality of a product is the degree of conformance of all of the relevant features and characteristics of the products to all of the aspects of a customer's need, limited by the price and delivery he or she will accept.
This statement was made by __________.
Juran
Feigenbaum
Groocock
Taguchi
There are 8 dimensions of product quality. Choose any THREE correct answers.
Serviceability
Durability
Availability
Reliability
Physicality
Acronym to service quality dimensions.
RACER
RATER
HATER
CATER
The effective management of quality involves of 3 activities. There are __________.
quality planning
quality control
quality assurance
quality control and improvement.
What is a high quality product?
A product that does not meet customer expectations but fulfills the customers needs at a price they are willing to pay
A product that meets customer expectations but not at a price they are willing to pay
A product that meets customer expectations and fulfills the customers needs at a price they are willing to pay
When is Quality Control carried out by a business?
Inspection or checking of product/service is carried out at the end of production
Inspection or checking of product/service is carried out during production
Inspection or checking of product/service is carried out before production
Can you choose and list up the RATER? Answer more than one.
reliability
assurance
empathy
experiences
responsibility
The facilities provided by service provider, the equipment they use and the uniform they wear, these refer to dimension_________.
tangible
empathy
reliability
The concepts of TQM are
Commitment, Customer satisfaction, Quality planning, Participation by all, Process measurement and Continuous improvement.
Commitment, Customer satisfaction, Quality control, Participation by all, Process measurement and Continuous improvement.
Commitment, Customer satisfaction, Quality loss, Participation by all, Process measurement and Continuous improvement.
Commitment, Customer satisfaction, Quality assurance, Participation by all, Process measurement and Continuous improvement.
Soalan Bonus: Tema Hari Kebangsaan Malaysia 2019
Sayangi Malaysiaku, Keranamu Malaysia
Sayangi Malaysiaku, Malaysia Bersih
Sayangi Malaysiaku. Cintai Malaysia
Sayangi Malaysiaku, Malaysia Hebat
