Question: In SERVQUAL, the instrument for measuring service quality, the concept of assurance is associated with _____.
Answer: the ability to convey trust and confidence
Question: Which of the following is NOT considered part of total quality?
Answer: Vendor-managed inventory (VMI)
Question: Which of the following is TRUE regarding the history of quality management?
Answer: Deming used his 14 Points to highlight key insights and successful practices regarding quality management.
Question: Which of the following is NOT one of W. Edwards Deming’s 14 Points?
Answer: Adopt Zero Defects as the only performance standard.
Question: Which of the following is NOT directly related to W. Edwards Deming?
Answer: Quality is free.
Question: Which of the following best describes the definition of quality provided by Joseph Juran?
Answer: Fitness for use
Question: Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?
Answer: Joseph Juran
Question: Which of the following is NOT a part of Philip Crosby’s philosophy of quality?
Answer: The only performance standard that matters is profits.
Question: All of the following are components of the GAP model EXCEPT:
Answer: the discrepancy between delighting or pleasing customers and total customer service and satisfaction.
Question: ISO 9000:2000 principles consist of all of the following EXCEPT:
Answer: zero defects