"FedEx... has a well-developed and thoroughly deployed management evaluation system called SFA (survey/feedback/action) that involves a survey of employees, analysis of each group's results by the work group's manager, and a discussion between the manager and the work group to develop written action plans for the manager to improve and become more effective. Data from the SFA process are aggregated at all level in the organization for use in policy making." 2 In which of the three spheres of quality would you place the statement from the scenario above "FedEx .. Has a well-developed and thoroughly deployed management evaluation system ..." a. Quality Assurance b. Quality Control c. Quality Management d. Quality Realization and Delivery e Other NARIO: Case 1-1 FedEx "For FedEx, getting the job done means managing quality 24 hours per day, with a watchful eye on customer expectations. The company's goals are simple: 100% customer satisfetion, 100% on-time deliveries, and 100% accurate information available on every shipment to every location around the world...." "... every night FedEx launches an empty airliner from Portland, Oregon, bound for Memphis. The jet follows a course that brings it close to several FedEx terminal airports. The purpose of the jet is to swoop down and pick up FedEx packages if any of the company's regularly scheduled airplanes is experiencing mechanical difficulty." 2 Which of the following quality dimensions does "launching an empty airliner" in the above example best represent? \begin{tabular}{|l|l|l|} \hline a & Durability \\ \hline b & Serviceability \\ \hline c & Service Reliability \\ \hline d & Perceived Quality \\ \hline e & Features \\ \hline \end{tabular} 2 ISO 9000 quality standard has had the largest number of adoptions globally than any other quality system. The focus of the ISO 9000 quality standards is best deseribed as: a documenting a company's quality system b facilitating international travel among different socio-economic groups c Ensuring that all industries comply with the specific standards in the ISO 9000 series d Increasing trade with Europe by ensuring world industry complies to the British Standard 5750