Which of the determinants of service quality involves having the customer's best interests at heart?
A) access
B) courtesy
C) credibility
D) responsiveness
E) tangibles
Answer: C
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Operation Management Chapter 6
- Which of the determinants of service quality involves performing the service right the first time?
- Marketing issues such as advertising, image, and promotion are important to quality because:
- A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?
- What refers to training and empowering frontline workers to solve a problem immediately?
- Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.
- Security is the determinant of service quality that means freedom from danger, risk, or doubt.
- A checklist is a type of:
- In his book, Safe Patients, Smart Hospitals, Dr. Peter Pronovost emphasizes the use of what tool to reduce catheter infections?
- Poka-yoke is the Japanese term for:
- A good description of source inspection is inspecting:
- Which of the following is not a typical inspection point?
- The goal of inspection is to:
- A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.
- Source inspection is inferior to inspection before costly operations.
- The Japanese use the term poka-yoke to refer to continuous improvement.
- Which of the following is FALSE regarding control charts?
- When sample measurements falls inside the control limits, it means that:
- A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?
- If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is:
- A fishbone chart is also known as a:
- A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM.
- A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using:
- The process improvement technique that sorts the vital few from the trivial many is:
- Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a: