Quality Function Deployment... Is a systematic method to detect and correct possible failures of the product before it
reaches the customers Is a quality function. Is a graph based on matrix diagrams with the relationships between customer
demands and product characteristics Can be used as a "facilitator".
Quality means Cost? Always Implementing quality brings an immediate cost, but results in reductions of
subsequent costs will pay off ("leverage" effect).
The idea of Quality been expensive can ́t be wrong Companies should ́t be able to calculate and control the costs and savings from quality.
Certification and Accreditation... There are diferent types depending on the nature Guarantee that the company produces a product with a certain level of quality or
suitable for a particular purpose Are the same Are mandatory.
Process diagrams, Pareto Analysis and Cause and Effect Diagrams are...? Any of the other answers Quality Management techniques Tools for Quality Management. Statistical process control.
Quality as a Competitive Advantage Never is good Is not applicable in alls business Covers all quality concepts Allows to reduce costs and differentiate products, both boosting sales.
The two terms used by ISO 9001 to refer to the documentation requirements are "Prepare" and "Review" "Maintain " and “Retain" "Create" and "Retain" "Maintain " and “Update".
Select the correct option: Six-Sigma is just about applying statistical methods The name of Six-Sigma calls for the intention to maintain the variability of the
processes The use of Six-Sigma is not certifiable Is not necessary to have clearly measurable parameters (i.e. data) that characterize
each process.
The meaning of Quality as "absence or lack of variability”: Only in USA are using this quality concepts. It 's not considered in Quality On industrial enviroments quality improvement will aim to reduce the variability on
products and processes. Goods are not so much intended to be superb, but to be
stable on their outcomes Its not used in Industrial enviroments.
Quality Management Systems (QMS)... Can be resumed of the application of the 14 Deming points Includes interrelated sets of policies, procedures and tools that allow managing Quality
in an effective and efficient form and achieving the objectives established on matter of
quality. are based on the application of the family of ISO 14000 standards Is an Audit.
Standardization is... Establishing a series of procedures to reduce the environmental impact of the
company A risk prevention systems The activity of developing standards that regulate activities that are carried out in a
repetitive way. An Integrated Management System.
In Cost of Poor Quality:
The quality control doesn´t happen Appraisal costs (costs incurred to determine the degree of conformance to quality
requirements) is part of it. There are 6 categories External failure costs arent part of it.
How do you apply the servqual system? by attending an interview with a test with a questionnaire through a survey
.
What is the primary goal of Six Sigma methodology in quality control management? To eliminate all defects and errors from a product or process
To reduce variability and improve consistency in a product or process To increase customer satisfaction by delivering products or services on time To maximize profits by reducing production costs and increasing efficiency.
Which of the following statements defines tangibles? This dimension depends on the employees of the firm. It is their skill to produce trust
and credibility in minds of the consumer. It requires proper knowledge and dedication This dimension refers to physical facilities, equipment, personnel, and communication
material. This dimension refers to the attention and priority the organization gives to the needs
and requests of the customers. This dimension is related to the firm and its ability and willingness to aid customers
and provide apt service as promised.
.
Which of the following is part of the ten original dimensions of the SERVQUAL model? Reliability Competence Leadership Strength
.
Managing the quality of services is very important, but it has a number of peculiarities: Services are easy to standardize and to improve their productivity and quality. The quality of services is essentially objective Service delivery requires a great deal of interaction with the customer The quality tools are well adapted to services.
Which of the following is an advantage of using a SERVQUAL type model? It can provide insights into how to improve service quality It is easy and quick to administer It does not require any input from customers It can be used to measure service quality in any industry.
What quality management tool is used to collect and analyze statistical data about a
process or product? Pareto Chart Ishikawa Diagram Control Chart SWOT Analysis.
What quality management tool is used to identify possible causes of a problem and
categorize them according to their importance? SWOT Analysis
Pareto Chart Ishikawa Diagram Control Chart.
Which of the following answers, is the incorrect one Retaining old customers is more expensive than obtaining new ones Customer satisfaction leads to a repruchase intention It helps brand recognition It reduces negative impacts in business .
Custome information can be gathered in the following ways, Which one is incorrect? By interview By survey Focus group Tests
.
What is one category of product attributes? Excitement or attractiveness Large Small Blue.
Which of the followings reasons is important to customer satisfaction? Repeating the last purchase of the week
Retaining old customers is cheaper than obtaining new ones Make a bad visit in the store Buying products that are in expired dates.
Choose the correct definition of leadership A leader strengthens and inspires the followers to accomplish shared goals Someone who only cares about him/she A selfish person A person that doesn´t like to speak to others but is really heartful.
What is the definition of ethics? Ethics involves acting or observing behaviour that goes against the values and beliefs
of society. Ethics is a body of principles or standards of human conduct that govern the behavior
of individuals and organizations
Ethics is the set of managerial or leadership skills that an individual has to influence
the way people are and act None of the above.
In Total Quality Management: Is not Customer focused The focus is only in some areas in the company Named "Total" because of its claim to apply to all areas of the Organization, extending
to environment, suppliers and customers. Is not related with the continuous improvement.
Which order is the correct one according to the Deming cycle for continuous improvement? Act, Check, Do, Plan Check, Plan, Do, Act Plan, Do, Act, Check
Plan, Do, Check, Act.
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