Exam 9: Managing Quality

Who is universally accepted as having defined quality as 'zero defects'?

A quality criterion which can be measured on a scale of some kind is called a _______________?

How is quality usually defined by Operations Managers?

In the Quality Gap model by Parasuraman et al. (1985) which gap is explained by a difference between the organization's view of the customer need and that of the customer themselves?

Which of the following is not part of the Six Sigma quality improvement philosophy?

Which strategy for managing quality might use mystery shoppers to check on the internal conformance of quality systems?

Asking a customer whether their food is to their liking in a restaurant is an example of _________________?

The name used for a 'fail safe' device to help improve quality is ______________________?

Which strategy for managing quality relies on input from employees, suppliers and customers?

Which of the following four costs of quality would potentially harm an organization's future business if it were too large?