MANAGEMENT OF QUALITY
Answers to Discussion and Review Questions
: the availability and accessibility of the service.
: the ability to perform a service dependably, consistently, and accurately.
: the willingness of service providers to help customers in unusual
situations and to deal with problems.
: the speed with which service is delivered.
: the knowledge exhibited by personnel who come into contact with a customer
and their ability to convey trust and confidence.
: the way customers are treated by employees who come into contact with them.
: the physical appearance of equipment, facilities, personnel, and communication
b. The primary determinants of quality are design, conformance to design (materials and
workmanship), ease of use (partly related to design, but also a function
instructions and sometimes training), and service after delivery.
Design quality refers to the degree to which a product or service would ideally be
fit for use. Quality of conformance refers to how well a product or service matches
The reputation and image of an organization will suffer from poor
quality products or services.
b. Organizations must pay special attention to their potential liability due to
damages or injuries resulting from either faulty design or poor workmanship.
Poor quality can adversely affect productivity if rework is necessary or if the
process slowed down to accommodate an assembler trying to find a part that fits
properly or by having defects and scrap that reduce output.
d. Poor quality increases costs because of rework, scrap, repair and replacement,
warranty claims, discounts, customer field work such as travel and inspection, lost
time, and legal expenses.
On, off, sound, color, picture
Remote control, inset picture, stereo sound
Infrequency of breakdowns and repair work
Useful life in terms of time and use
Service after sale
Handling of complaints, requests for information, repair
work (cost, time, reliability, courtesy and trust)
Meets or exceeds our expectations
Shiny black cabinet