1. The quality assurance system recognised throughout the world is known as:
A. ISO 9000
B. BS5750
C. Both of the above
D. None of the above
Ans: A
2. Which of the following is a cost of poor quality?
A. Lower levels of scrap
B. Higher customer satisfication
C. More claims on warranties
D. All of the above
Ans: C
3. Poor quality is a source of competitive disadvantage?
A. True
B. False
Ans: A
4. What is the main objective of quality control?
A. To compare the products of the business against those of competitors
B. To replace products returned by unhappy customers
C. To ensure each finished product meets the standard set by the business for a quality product
D. To reduce the need for investment in research in research and development
Ans: C
5. Implementation of TQM can reduce employee motivation since it makes them feel less involved In the business?
A. True
B. False
Ans: B
6. The process by which new products are developed which meet customer needs and wants, and where existing products are improved following customer feedback, is known as
A. Total quality management
B. Research and development
C. Marketing planning
D. None of the above
Ans: B
7. The traditional apporach to achieving quality involves inspecting output to ensure that it meets the required standard. This is known as:
A. Quality control
B. Total reject management
C. Quality circling
D. Zero defect tolerance
Ans: A
8. When defining the concept of 'Perishability' with services, what are the attributes of 'Perishability' that we are referring to?
A. Capacity planning difficult; services manufactured at the same time as being consumed; cannot be stored.
B. No physical product or goods change hands; interaction is transient in nature; no transfer of ownership.
C. Involvement of customers in the service transaction means no prior production; service delivery inseparable from the service provider.
D. Difficult to assess quality; services cannot be examined; heart of the service is the experience created for the customer through: location, appearance, additional services, customer handling.
E. Involvement of service staff at direct time of interaction with the customer; difficult to standardise the service experience; interaction depends upon a host of different factors.
Ans: A
9. Which of the following statements about services marketing is incorrect?
A. Satisfied and productive service employees will ensure the generation of greater service value to the customer.
B. The marketing of products and services is exactly the same.
C. Successful service companies focus their attention on both their employees and customers.
D. The specific nature of services marketing requires tailored marketing approaches.
E. All of the above.
F. None of the above.
Ans: B
10. Which of the following is not a common practice that will directly impact customer satisfaction?
A. Developing an organisational 'customer obsession'.
B. High service quality standards.
C. Paying bonuses to senior management.
D. Senior management commitment to quality.
E. Reacting to suggestions from customers.
F. Monitoring service performance.
Ans: C
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A. ISO 9000
B. BS5750
C. Both of the above
D. None of the above
Ans: A
2. Which of the following is a cost of poor quality?
A. Lower levels of scrap
B. Higher customer satisfication
C. More claims on warranties
D. All of the above
Ans: C
3. Poor quality is a source of competitive disadvantage?
A. True
B. False
Ans: A
4. What is the main objective of quality control?
A. To compare the products of the business against those of competitors
B. To replace products returned by unhappy customers
C. To ensure each finished product meets the standard set by the business for a quality product
D. To reduce the need for investment in research in research and development
Ans: C
5. Implementation of TQM can reduce employee motivation since it makes them feel less involved In the business?
A. True
B. False
Ans: B
6. The process by which new products are developed which meet customer needs and wants, and where existing products are improved following customer feedback, is known as
A. Total quality management
B. Research and development
C. Marketing planning
D. None of the above
Ans: B
7. The traditional apporach to achieving quality involves inspecting output to ensure that it meets the required standard. This is known as:
A. Quality control
B. Total reject management
C. Quality circling
D. Zero defect tolerance
Ans: A
8. When defining the concept of 'Perishability' with services, what are the attributes of 'Perishability' that we are referring to?
A. Capacity planning difficult; services manufactured at the same time as being consumed; cannot be stored.
B. No physical product or goods change hands; interaction is transient in nature; no transfer of ownership.
C. Involvement of customers in the service transaction means no prior production; service delivery inseparable from the service provider.
D. Difficult to assess quality; services cannot be examined; heart of the service is the experience created for the customer through: location, appearance, additional services, customer handling.
E. Involvement of service staff at direct time of interaction with the customer; difficult to standardise the service experience; interaction depends upon a host of different factors.
Ans: A
9. Which of the following statements about services marketing is incorrect?
A. Satisfied and productive service employees will ensure the generation of greater service value to the customer.
B. The marketing of products and services is exactly the same.
C. Successful service companies focus their attention on both their employees and customers.
D. The specific nature of services marketing requires tailored marketing approaches.
E. All of the above.
F. None of the above.
Ans: B
10. Which of the following is not a common practice that will directly impact customer satisfaction?
A. Developing an organisational 'customer obsession'.
B. High service quality standards.
C. Paying bonuses to senior management.
D. Senior management commitment to quality.
E. Reacting to suggestions from customers.
F. Monitoring service performance.
Ans: C
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