A client with a network connection issue called their network provider for help but they have been referred from one employee to the other but none of the employees was knowledgable to assist. What dimension of quality service the service provider has to improve on? O a. Empathy O b. Responsiveness O c. Service Reliability d. Assurance Which of the following represents an activity classified by Juran under "quality planning?" O a. Inspection O b. Process design O c. Waste reduction teams O d. Statistical process control involves periodic checks and inspections, and tracking metrics to ensure the process is in control and meeting specifications a. Quality Control b. Inspection O c. Quality improvement O d. Quality guaranteeing Which one of the following is not the key focus area of six sigma O a. Variable investigation O b. Knowledge sharing O c. Employee motivation d. Goal setting Which one of the following statements does not define quality O a. Conformity to expectations and fitness for use O b. Conformance to standards C. The predictability of variations in the production process O d. None of the above The subjective nature of a product aesthetics makes it easier to please consumers through a single standardized product Select one: O True O False The Deming philosophy focuses on continual improvements in product and service quality by in design, manufacturing, and service processes, driven by the leadership of top management. O a. Outsourcing non-core activities O b. Promoting innovations O c. Reducing uncertainty and variability O d. Re-engineering Which one of the following is one of the key issues faced with leadership when implementing six sigma O a. All of the above O b. How will leadership organize to support six sigma implementation O C. The transition rate from low levels of six sigma to high level of six sigma d. Integrate six sigma with current quality management systems