BUS 445 WEEK 1

1.	Question :	The high volume of customer interactions increases the probability of error in service transactions.

 	

				

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Question 2.	Question :	The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making.

 	



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Question 3.	Question :	The creation of separate quality departments in the early 1900s caused:

 	

 			  


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Question 4.	Question :	Customers are commonly involved in the delivery of the service process by being present when the service is being performed.

 	

				

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Question 5.	Question :	Graphical and statistical methods to analyze data are referred to as _____ of total quality.

 	



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Question 6.	Question :	_____ denotes a firm- ability to achieve market superiority.

 	

 			  



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Question 7.	Question :	_____ refers to controlling the production/service process from receipt of an order or quote through design, materials procurement, manufacturing or service delivery, distribution, and subsequent field service.

 	
 			  


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Question 8.	Question :	Which of the following is NOT considered a core principle of total quality?

 	



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Question 9.	Question :	Which of the following is defined as continually expanding its capacity to create its future?

 	
 			

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Question 10.	Question :	Conformance to specifications applies to which quality definition?

 	
 			 


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