A Formal Service Quality Evaluation Process

Question: The best type of inspection to use is:

Multiple Choice

dependent on the nature of the purchase.

100 percent inspection.

sequential sampling.

continuous sampling.

carried out by a commercial testing laboratory.

Answer: dependent on the nature of the purchase.

Question: The match between a commercially available material, good or service and the intended function is known as:

Multiple Choice

quality.

best buy.

suitability.

reliability.

functionality.

Answer: suitability.

Question: An example of an external failure cost is:

Multiple Choice

returns to suppliers.

warranty costs.

lost labor.

scrap and rework costs.

returns to suppliers and lost labor.

Answer: warranty costs.

Question: Supply may contribute to the containment of the costs of poor quality by addressing:

Multiple Choice

appraisal costs.

internal costs.

external costs.

prevention costs.

appraisal costs, internal costs, external costs and prevention costs.

Answer: appraisal costs, internal costs, external costs and prevention costs.

Question: A sampling technique that is based on the cumulative effect of information that every additional item in the sample adds as it is inspected is called:

Multiple Choice

random sampling.

100 percent testing.

cumulative sampling.

sequential sampling.

additive testing.

Answer: sequential sampling.

Question: The characteristic of a service that has the greatest impact on the ability to define, measure and control service quality is:

Multiple Choice

degree of tangibility.

nature of the demand.

monetary value of the service.

degree of repetitiveness.

direction of the service.

Answer: degree of tangibility.

Question: Lean quality management philosophy is based on:

Multiple Choice

maximizing customer value.

minimizing waste.

statistical process control (SPC).

maximizing customer value and minimizing waste.

maximizing customer value, minimizing waste and statistical process control (SPC).

Answer: maximizing customer value and minimizing waste.

Question:

Answer: more difficult for customized services delivered by highly skilled workers.

Question: Quality improvement programs for goods are initiated by a desire to:

Multiple Choice

achieve ISO 9001 certification.

achieve ISO 14001 certification.

eliminate incoming inspection

reduce incoming inspection.

increase prices.

Answer: eliminate incoming inspection

Question:

Answer: defines the requirements a quality system must meet but does not dictate how they should be met