Deck 20: Tables

Question 1

Which of the following is considered a drawback of service level agreements?

A) They result in slower response times to complaints.
B) They create a 'pseudo-contractual' relationship between suppliers and customers.
C) They do not improve the quality of delivery from suppliers.

Answer 1

They create a 'pseudo-contractual' relationship between suppliers and customers.

Question 2

Match the weakness of approach with the quality guru. This approach is difficult to apply where performance is difficult to measure, e.g. the service sector.

A) Feigenbaum
B) Deming
C) Juran
D) Ishikawa
E) Taguchi
F) Crosby

Answer 2

Taguchi

Question 3

The main elements of the EFQM Quality Award do NOT include:

A) Partnership and resources
B) Leadership
C) Policy and strategy
D) Process improvement
E) Industrial democracy management

Answer 3

Industrial democracy management

Question 4

Which of the following is NOT an element of the EFQM model?

A) Leadership
B) Policy and strategy
C) Markets
D) People

Question 5

With increasing importance of self-assessment, the EFQM has moved to encourage organisations
using its model to allocate their own weightings to the nine elements of the EFQM model.

Question 6

Which of the following is NOT an element of the EFQM model?

A) Information and analysis
B) People results
C) Partnerships and resources
D) Society results

Question 7

An internal customer is defined as:

A) An individual or department who is supplied within an organisation
B) An organisation who works with other organisations using an Extranet
C) A customer who tends to shop online
D) A unit who deals with first-tier suppliers