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