Chapter 1

Question 1

Dimensions of quality 
•performance ( prm chrct)
•features (scnd chrct)
•conformance
•reliability (performance over time)
•durability (useful life)
•service(solving problems)
•response(human to human)
•aesthetics (exterior finish)

Answer 1

•reputation(past perform)

Question 2

Dimensions of quality (services)

Answer 2

• reliability
• tangibles
• responsiveness
• assurance
• empath

Question 3

Quality control

Answer 3

Is the use of techniques and activities to achieve, sustain,and improve the quality of a product or service.

Question 4

Quality assurance

Answer 4

All the planned or systematic actions necessary to provide adequate confidence that a product or service will satisfy the given requirements for quality

Question 5

Qc vs Qa vs Qm

Answer 5

Qc concerns operational to for fill quality requirements

Qa aims at providing confidence in the product or service, within org and exter to customers

Qm incl wcutm and Qa aswell as add concepts of quality policy and quality planning

Question 6

Consistent conformance to customers expectations

Answer 6

Consistent
Conformance
Customers
Expectations

Question 7

The quality improvement process

Answer 7

Select a process 
Study/document 
Seek ways to improve it
Design an improved process
Implement the improved processed
Evaluate 
Document