Customers are primarily concerned with a

5. Customers are primarily concerned with ______________
A. Communication, courtesy, and credibility of the sales person
B. Competence, courtesy, and security of the sales person
C. Competence, responsiveness, and reliability of the sales person
D. Communication, responsiveness, and cleverness of the sales person
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Correct answer: (A)
Communication, courtesy, and credibility of the sales person
6. Assured quality is necessary for building customer confidence. 7. ______________ is about supplying customers with what they want when they want it. 8. ______________ are the areas that will be covered by the organization's processes 9. All of the following costs are likely to decrease as a result of better quality except
______________

A. customer dissatisfaction costs
B. inspection costs
C. maintenance costs
D. warranty and service costs
Correct answer: (C)
maintenance costs
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10. "Quality is defined by the customer" is
Previous
Total Quality Management
11. TQM stands for ______________
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12. After E.deming, who is considered to have the greatest impact in quality
management?
View answer
Joseph M. Juran
13. Deming's 4 step cycle for improvement is______________
A. plan, do, check, act
B. schedule, do, act, check
C. do, act, check, monitor

D. plan, control, act, sustain
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Correct answer: (A)
plan, do, check, act
14. In Six Sigma, a ______________ is defined as any process output that does not
meet customer specifications
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15. Plan-do-study-act cycle is a procedure to ______________
View answer
Continuous improvement