1. Which of the following is a definition of Quality?

   • a. Conformance to specifications
   • b. Whether or not a product or service lives up to customerexpectations
   • c. The act of making a group or individual responsible forcertain activities or outcomes
   • d. All of the above
   • e. Only a and b
2. Bookmark question for later

   You need to evaluate services quality a little differently thanyou evaluate product quality.

   TrueFalse

3. Bookmark question for later

   To achieve quality at the source, you need to focus on which ofthe following?

   • a. Prevention
   • b. Personal responsibility
   • c. Standardization
   • d. All of the above
   • e. Only b and c

4. The total-cost-of quality framework breaks out quality costsinto which four categories

   • Internal failure costs, appraisal costs, preventions costs,accreditation costs
   • Prevention costs, appraisal costs, Internal failure costs,external failure costs
   • Appraisal costs, external failure costs, accreditation costs,aggregate costs
   • Accreditation costs, routing costs, external failure costs
   • None of the above

Answer rating: 100% (QA)

1 B Whether or not a product or service lives up to customerexpectations To feel heard appreciated and valued For the process to feel easy and without friction To see action being taken regarding the ... View the full answer