Service and Quality Management

Question 1

business activities that are performed to satisfy customer needs, where the major end product is customer experience and not a physical article

Answer 1

Service

Question 2

the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.

Answer 2

Quality

Question 3

basic operating characteristics of a product

Answer 3

Performance

Question 4

“extra” items added to the basic features (such as stereo CD or leather interior of a car)

Answer 4

Features

Question 5

probability that a product will perform properly within an expected time frame

Answer 5

Reliability

Question 6

degree to which a product meets pre-established standards

Answer 6

Conformance

Question 7

how long products last before replacement

Answer 7

Durability

Question 8

ease of getting repairs
speed of repairs
courtesy and competency of repair person

Answer 8

Serviceability

Question 9

how a product looks, feels, smells, sounds, or taste

Answer 9

Aesthetic

Question 10

assurance that a customer wont suffer injury or harm from a product

Answer 10

Safety

Question 11

subjective perceptions based on brand name

Answer 11

Perceptions

Question 12

How long a customer must wait for its service and if its completed on time

Answer 12

Time and Timeliness

Question 13

Is the service performed right every time?

Answer 13

Accuracy

Question 14

how well does the company react to unusual situations?

Answer 14

Responsiveness

Question 15

“best” level of quality achievement one company seeks to achieve

Answer 15

Best practices

Question 16

a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs.

Answer 16

Quality Function Deployment (QFD)

Question 17

begins with product planning; continues with product design and process design; and finishes with process control, quality control, testing, equipment maintenance, and training

Answer 17

Quality Function Deployment process

Question 18

the term used to describe the stated and unstated customer needs or requirements.

captured in a variety of ways: direct discussion or interviews, surveys, focus groups,customer specifications,observation, warranty data, field reports, etc

Answer 18

Voice of Customer (VOC)

Question 19

Stages of excellence

Answer 19

1. Strategy
2. Leadership practices
3. Service organization
4. People
5. Process
6. Technology
7. Measurement

Question 20

Refers to the understanding of the market and the competition to develop a differentiation for long-term competitive advantage

Answer 20

Strategy

Question 21

Many companies struggle to even recognize that service can be an excellent differentiating factor; the leaders leverage it extensively to create more value

Answer 21

Leadership Practices

Question 22

The more mature organizations look at it as their customer’s pulse and the voice that helps shape future products and services to be delivered.

Answer 22

Service Organization

Question 23

the individuals who are part of an organization, including employees, stakeholders, and customers

Answer 23

People

Question 24

This reflects the importance of obtaining feedback from customers to determine how well their needs are being met. More advanced-stage organizations embed customer feedback as a routine process

Answer 24

Process

Question 25

Refers to how much technology to use and how efficient and user-friendly it is for customer. The advancement of technology have the potential to increase the service level at a lower cost

Answer 25

Technology

Question 26

This is a reflection on accountability and how the service provider measures its performance. The progressive organizations not only create qualitative and quantitative scorecards, but also link its performance to pay

Answer 26

Measurement

Question 27

development of essential processes, ideas, theories and tools that are central to organizational development, change management,and the performance improvement that are generally desired for individuals’, teams’ and organizations’ continued success.

Answer 27

Quality Management

Question 28

The initial stage of creating the master design of an expected result

Answer 28

Quality Planning

Question 29

The purposeful change of a process to improve the reliability of achieving an outcome

Answer 29

Quality Improvement

Question 30

The ongoing effort to maintain the integrity of aprocess to maintain the reliability of achieving anoutcome

Answer 30

Quality Control

Question 31

The planned or systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements

Answer 31

Quality Assurance

Question 32

7 Types of Quality Controls

Answer 32

1. Pareto Analysis 2. Flow Chart 3. Check Sheet 4. Histogram 5. Scatter Diagram 6. Control Chart 7. Cause and Effect Diagram

Question 33

a type of diagram that represents a workflow or process can also be defined as a diagrammatic representation of an algorithm, a step-by-step approach to solving a task.

Answer 33

Flowchart

Question 34

a simple document that is used for collecting data in real-time and at the location where the data is generated. The document is typically a blank form that is designed for the quick, easy, and efficient recording of the desired information, which can be either quantitative or qualitative

Answer 34

Check Sheet

Question 35

graphs pairs of numerical data, with one-variable on each axis, to look for a relationship between them.

Answer 35

Scatter Diagram

Question 36

a graph used to study how a process changes over time. Data are plotted in time order.

Answer 36

Control Chart

Question 37

examines why something happened or might happen by organizing potential causes into smaller categories.

Answer 37

Cause and Effect Diagram