MGT 3121 Chapter 6 & 7 Practice Problems - Fall 2010

MGT 3121 Chapter 6 & 7 Practice Problems - Fall...

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PRODUCTION AND OPERATIONS MANAGEMENT CHAPTERS 6 and 7 Service Quality and Process Improvement 1. (One point) Which of the following dimensions of service quality is most important to customers? a. Empathy b. Assurance c. Reliability d. Tangibles TAKE OUT THIS QUESTION 2. (One point) Which of the following is not an advantage of offering a service guarantee? a. It acts as a mechanism to differentiate the firm from its competitors. b. It advertises the firm's commitment to quality. c. It allows employees to interpret broadly the firm's service standards. d. It acts as a means of receiving feedback from customers. 3. (One point) Which of the following is a poka-yoke method? a. Adopting a checklist to help an employee avoid making a mistake b. Designing a service to reflect the customers' needs and requirements c. Designing a service in a robust manner that can withstand abuse by customers d. Comparing a firm's quality performance to the performance of others that are considered "best in class" 4. (One point) The costs of quality for services include all of the following except: a. failure costs. b.
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MGT 3121 Chapter 6 & 7 Practice Problems - Fall...

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