Question 1

Because customers participate directly in the service process, the success of technological innovation is dependent upon:

Accepted Answer

A)  the user-friendliness of the innovation. 
B)  the ability of customers to pay for the service. 
C)  customer acceptance. 
D)  market research. 
A)  the user-friendliness of the innovation. 
B)  the ability of customers to pay for the service. 
C)  customer acceptance. 
D)  market research.

Question 2

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is not an element of a Quality Improvement Program?

Accepted Answer

A)  Emphasizing subjective data over difficult-to-analyze objective data 
B)  Maintaining SOPs for routine and crisis situations 
C)  Assuming employees are self-motivated and innovative 
D)  Focusing on customer satisfaction 
A)  Emphasizing subjective data over difficult-to-analyze objective data 
B)  Maintaining SOPs for routine and crisis situations 
C)  Assuming employees are self-motivated and innovative 
D)  Focusing on customer satisfaction

Question 4

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

Accepted Answer

A) True 
 B)False

Question 5

A process capability index of two centered on the mean just meets Six Sigma standards.

Accepted Answer

A) True 
 B)False

Question 6

ISO 9002 does not apply to organizations that perform design and service activities.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following categories carries the highest point value on the examination paper for the Malcolm Baldrige National Quality Award?

Accepted Answer

A)  Leadership 
B)  Strategic quality planning 
C)  Management of process quality 
D)  Customer focus and satisfaction 
A)  Leadership 
B)  Strategic quality planning 
C)  Management of process quality 
D)  Customer focus and satisfaction

Because customers participate directly in the service process, the success of technological innovation is dependent upon:

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

Which of the following is not an element of a Quality Improvement Program?

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

A process capability index of two centered on the mean just meets Six Sigma standards.

ISO 9002 does not apply to organizations that perform design and service activities.

Which of the following categories carries the highest point value on the examination paper for the Malcolm Baldrige National Quality Award?

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 7: Process Improvement

Because customers participate directly in the service process, the success of technological innovation is dependent upon:

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

Which of the following is not an element of a Quality Improvement Program?

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

A process capability index of two centered on the mean just meets Six Sigma standards.

ISO 9002 does not apply to organizations that perform design and service activities.

Which of the following categories carries the highest point value on the examination paper for the Malcolm Baldrige National Quality Award?

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters