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Peopl

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The transcendent definition of quality was first defined as the goodness of a product.

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The user perspective of quality judges a product based on how well the product performs its intended function.

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Inspection was the primary means of quality control during the first half of the twentieth century.

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Th

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It is th

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Th

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Th

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Th

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I

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Th

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Services cannot b

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Manufacturin

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Services are produced prior to consumption.

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Th

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The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs.

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Institutin

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Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.

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第二章 Demin

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Unlike other management gurus and consultants, Deming defined and described quality precisely.

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Improvements in operations are achieved by reducing the causes and impacts of variation.

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Unlike Deming, however, Juran proposed a major cultural change in the organization, and did not take up improving quality by working within the system familiar to managers.

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Juran agree

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Crosby's philosophy demonstrates that quality management practices will not save, but cost money.

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Th

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On

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Settin

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Variation in a production process decreases capacity utilization.

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Variation in a production process makes it easier to find the root cause of the process issues.

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Th

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The ISO 9000:1994 series standards were intended to provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product.

单选

The ____theory states that improvements in quality lead to lower costs because they result in less rework, fewer mistakes, fewer delays and snags, and better use of time and materials. Lower costs, in turn, lead to productivity improvements.(　　)

单选

In Deming's view,_____ is the chief culprit of poor quality.(　　)

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Which of the following is one of the four elements of Deming's system of profound knowledge?(　　)

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Which of the following principles supports statistical thinking, a philosophy of learning and action?(　　)

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Customers who ar

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Loyal customers ar

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Th

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Th

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Th

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Accordin

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Affinity diagrams help firms to efficiently organiz

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Complaints allow an organization to learn about product failures an

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Customer satisfaction or dissatisfaction takes plac

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Customer contact employees ar

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Dissatisfie

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Loyal customers ar

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Customer - focuse

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Customer - supplier partnerships help organizations to improv

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Customer relationship management systems help organizations to identify an

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Customer satisfaction an

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In th

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Customer satisfaction surveys will b

单选

The ASQ Quality Glossary defines customer ____ as "the result of delivering a product or service that meets customer requirements."(　　)

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The term "customer engagement" refers to:(　　)

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Which of the following is true of consumers of an organization?(　　)

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Internal customers of an organization are those people who:(　　)

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According to the classification system proposed by Juran, customers who belong to the group of 'the vital few':(　　)

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The net present value of a customer is:(　　)

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According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability that a product will perform its intended function under stated conditions for a specified period of time.(　　)

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Which of the following dimensions of quality, as suggested by David A. Garvin, refers to the degree to which a product's actual performance matches pre - established standards?(　　)

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Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the product are available in all its sales markets and also ensures that the technicians at its retail outlets are well - trained to repair the products. From the dimensions of quality suggested by David A. Garvin, the company's efforts will enhance the ____ dimension of its product quality.(　　)

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The ______ dimension of the quality, as suggested by David A.Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.(　　)

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Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors, well - designed equipment, and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in the above scenario?(　　)

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Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?(　　)

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The Kano Model of customer requirements uses the term "satisfiers" to refer to:(　　)

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According to the Kano Model, the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given, fall into the category of____.(　　)

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According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of_____.(　　)

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The term "voice of the customer" refers to:(　　)

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Affinity diagram is a tool that can be used by organizations to:(　　)

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Which of the following is most likely to be true of a customer - focused organization?(　　)

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Which of the following is a reason why organizations measure customer engagement and satisfaction?(　　)

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Which of the following is the first step in developing a customer satisfaction survey?(　　)

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Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?(　　)

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While designing a customer satisfaction survey, organizations should use:(　　)

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The final task in designing a customer satisfaction survey is to:(　　)

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The _____dimension of the quality, as suggested by David A.Garvin, refers to how a product looks, feels, sounds, tastes, or smells.(A) Creating a culture for high performance begins with senior leadership's commitment to the workforce.

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Support processes generally ad

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_____ is a design tool that enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.(　　)

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To apply the techniques of process management, processes must be ______.(A) Flowcharts enable management to study and analyze processes prior to implementation.

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Valu

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Which of the following is(　　)reason why process management is important for organizations?

单选

Value - creation processes are sometimes called processes.(　　)

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The Kaizen philosophy requires a significant cultural change from all employees in the organization except for the top management.

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Support processes generally require a higher level of attention than do value - creation processes.

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Process must b

单选

Which of the following is true of support processes?(　　)

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The quality team at Nigre, a cosmetics company, is continuously involved in monitoring the production process to ensure that the products are meeting specifications. They are also responsible for taking corrective measures when they identify variations in the products. In the context of the three major activities involved in process management, the quality team at Nigre is engaged in the ____ activity of process management.(　　)

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In the case of a manufacturing company, which of the following is an example of a value - creation process?(D) Benchmarking encourages employees to continuously innovate.

单选

Which of the following statements is true regarding kaizen?(　　)

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Value - creation processes differ from support processes in that value - creation processes:(　　)