Fry scoop and standard sized bags used to ensure the

fry scoop and standard sized bags used to ensure the correct quantity, and prepackaged
surgical coverings that contain exactly the items needed for a medical procedure.
Diff: 2
Key Term: Poka-yoke
AACSB: Diverse and multicultural work environments
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
Section 6 TQM in Services
1) Security is the determinant of service quality that means freedom from danger, risk, or doubt.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality

2) Of the several determinants of service quality, access is the one that relates to keeping
customers informed in language they can understand.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
3) What refers to training and empowering frontline workers to solve a problem immediately?
Diff: 2
Key Term: Service recovery
AACSB: Written and oral communication
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
4) A recent consumer survey conducted for a car dealership indicates that, when buying a car,
customers are primarily concerned with the salesperson's ability to explain the car's features,
the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY
concerned with which determinants of service quality?
1. A) communication, courtesy, and credibility
2. B) competence, courtesy, and security
3. C) competence, responsiveness, and reliability
4. D) communication, responsiveness, and reliability
5. E) understanding/knowing customer, responsiveness, and reliability
Answer: A
Diff: 2
AACSB: Written and oral communication
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
5) Marketing issues such as advertising, image, and promotion are important to quality because:
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality