10 describes a method for translating customer requirements into functional design. A. Manufacturing system design B. Final product definition C. Quality function deployment D. Product design specification E. Customer future projection 11. Which of the following is NOT a quality dimension relating to services? A. empathy B. assurance C. durability D. tangibles E. responsiveness 12. The two parts of the SERVQUAL survey are A. customer expectations and customer perceptions B. service quality and product quality C. product integrity and customer service D. services liability and manufacturing liability E service vision and high standards 13 are used to determine whether a process will produce a product or service with consistent measurable properties A. Scatter diagrams B. Control charts C. Process maps D. Cause-and-effect diagrams E. Histograms 14. In the context of service quality. include the physical appearance of the service facility, the equipment, the personnel, and the communication material A. intangibles B. empathy C. service reliability D. tangibles E. aesthetics 15. The ultimate goal of strategic quality planning is to