Chapter 9 Multiple choice questions

Managing Quality
. Which of the following is a definition of quality?

. A quality criterion which can be measured is called a ___________?

. A quality criterion which can be assessed and either accepted or rejected is called a _____________________?

. Which of these is a quality variable for a motor car?

. Which of these is a quality attribute for a stay in a hotel?

. In the quality gap model of Parasuraman et al. (1985), which gap is explained by the gap between the standards set by management for their product or service compared to their understanding of the customers' needs?

. In the quality gap model of Parasuraman et al. (1985), which gap is explained by the gap between the standard of product or service made and supplied to the customer and that expected by them?

. The 4 costs of quality are external failure costs, internal failure costs, assurance costs and _________________ costs.

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

. Which of the following is the correct cycle for the implementation of a Six Sigma quality improvement programme?

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