Please answer the following question.

Image and reputation attributes are more tangible factors that attract a customer. True/False.

Measures need to be utilized in ____________. (Select the MOST appropriate answer)

1. throughout the entire organization
2. safety
3. operations
4. All of the above
5. Quality.

Examples of intangible things are ___________________.

1. Damage to equipment
2. Products
3. Services
4. None of the above
5. All of the above

Measures of key process can be found in two categories, process, and results". True/False.

Intangible costs are costs that are not easily quantified. True/False.

KPOV is an acronym for "Key Process Operations Variables" True/False

According to the author "Metrics or Measures are indicators of performance" True/false

What does Deming mean when he said: Figures are only useful if we know how to use them; they are no use on their own"

1. Effective organizations recognize that if they cannot measure, they cannot manage
2. All of the above
3. What gets measured gets done.
4. Effective organizations choose their measures wisely and then use the information they provide to make decisions.

Passenger airline companies typically measure quality in terms of on-time departures, on-time arrivals, and the ticketing process. What should be measured in the ticketing process?

1. time in line
2. 1,3,4
3. 1,4
4. number of passengers on plane
5. availability of seats
6. 1,2
7. understandability of ticket information and flight information
8. Feedback