Managing quality

Question 1

What does it mean when Expectation > Perceptions ?

Answer 1

• Perceived quality is poor

Question 2

What does it mean when Expectation = Perceptions ?

Answer 2

• Acceptable perceived quality

Question 3

What does it mean when Expectations < Perceptions ?

Answer 3

Perceived quality is good

Question 4

Specification (quality gap)

Answer 4

Between management perceptions of customer expectations and the actual service specified

Question 5

Perception (Quality gap)

Answer 5

Between the service quality perceived and that expected by the customer

Question 6

Positioning (Quality gap)

Answer 6

Between management perception of the customer and the expectation and the actual service specified

Question 7

Delivery (quality gap)

Answer 7

Between the service expected and that actually delivered

Question 8

Communication (quality gap)

Answer 8

Between the service actually delivered and the externally communicated to customers

Question 9

Q5. The quality management strategy which is most associated with quality standards such as ISO9000 is

Answer 9

Quality assurance

Question 10

A quality criterion which can be measured on a scale of some kind is called ?

Answer 10

Quality variable