Keep it Quality

Dan likes his eye doctor because she is caring and shows concern for him as an individual patient. This illustrates which important characteristic of quality service providers?

EmpathyThis

A product that is useful and performs its job well demonstrates which of the following components of quality:

Excellence

Which of the following is a potential benefit of implementing quality management:

Increased consistency

Which of the following is a true statement regarding quality management:

It is an ongoing process.

A proofreader making sure every word in a document is spelled correctly is an example of quality management at which of the following levels:

Job/Performance

Which of the following is a potential challenge when implementing quality management:

Lack of integration

Quality management must begin at which level of a company?

Leadership

Which of the following is a system that focuses on preventing defective products from being created in the first place:

Quality assurance

Which of the following is a process that weeds out defective products after they've been created:

Quality control

Which of the following is a true statement regarding quality management and the environment:

Quality-management plans should create environmentally sustainable processes and products

When a customer considers a product to be worth the money s/he spent on it, the product demonstrates which of the following components of quality:

Value

The cost of employing product inspectors is a(n) __________ cost.

appraisal

Which of the following is a factor that keeps quality at the forefront of the modern business world:

consumer pressure

When a customer returns a defective product for a refund, it's a(n) __________ cost.

external failure

The cost associated with throwing out defective products as they come off the production line is a(n) __________ cost.

internal failure

Six Sigma is a popular quality-management

methodology

Quality management is a

philosophy

Making changes in the organization as a means of maintaining quality is an example of

quality improvement.

One of the most important characteristics of a quality good is

reliability

A good that is easy to fix and maintain is said to be

serviceable