Quality improvement

Question 1

What is often the focus of quality improvement?

Answer 1

The production function

Quality improvement is frequently concentrated on production, neglecting other departments or businesses.

Question 2

Which economy has a strong focus on tourism?

Answer 2

The South African economy

South Africa emphasizes tourism as a significant sector.

Question 3

What should be expanded beyond the production environment?

Answer 3

Views on quality in the service industry

It is essential to consider quality in service sectors as well as in production.

Question 4

What is the nature of services compared to physical products?

Answer 4

Intangible

Services do not have a physical form like goods.

Question 5

What is of utmost importance when dealing with services?

Answer 5

Customer’s perception of quality

In services, the way customers perceive quality is crucial.

Question 6

Chapter 11

Question 7

Studying Business Grade 12

Question 8

Stuoying

Question 9

TEXCOM PUGLISHERS P0%

Question 10

The customer’s first impression of the quality of service is often based on the responsiveness or

Question 11

willingness of the staff to assist. Customers also expect reliability

Answer 11

which refers to the ability of the front

Question 12

line staff to make good on promises. Customer service should embrace an attitude of empathy (caring

Question 13

and attention when keeping the individual customer’s needs in mind) to ensure that a positive quality

Question 14

perception is created in the mind of the customer. This does not mean that the tangible element of the

Question 15

service delivery should be neglected. Regardless of the service rendered

Answer 15

there is more often than not a

Question 16

physical component present as well. A hairdresser still has to use a good quality shampoo to wash your

Question 17

hair. A restaurant offers a service but the quality of the food is as important as the quality of the service

Question 18

given by the waiter.

Question 19

In a service organisation there should be value-driven leadership to ensure the quality of the service

Question 20

offered will exceed the expectations of the customers. To deliver outstanding quality service

Answer 20

the core

Question 21

values of the business should include excellence through innovation

Answer 21

teamwork

Question 22

these values are incorporated in the organisational culture and form a part of employee behaviour

Answer 22

the

Question 23

business will far outperform other service undertakings where these values do not underpin strategy.

Question 24

Exercise 11.1: PSA

Question 25

Research the quality standards that Proudly South Africa sets for its members in order to