MGT 3121 Chapter 6 & 7 Practice Problems Solutions - Fall 2010-

MGT 3121 Chapter 6 & 7 Practice Problems Solutions - Fall 2010-

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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 2. (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" 3. (One point) The costs of quality for services include all of the following except: a. failure costs. b. prevention costs. c. control costs. a. detection costs 4. (One point) Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer’s expectations (GAP 1)? a. Standardization of service delivery. b. Improved market research. c. Employee empowerment. d. Investment in training. 5. (One point) Shigeo Shingo is credited with which of the following quality ideas? a. robustness b. quality is free c. poka-yoke d. quality function deployment 6. (One point) Which one of the following is not an example of detection costs? a.
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MGT 3121 Chapter 6 & 7 Practice Problems Solutions - Fall 2010-

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