Management of quality

Question 1

what is quality

Answer 1

quality is the ability of a good or service to consistently meet or exceed customer expectations

Question 2

quality in technical usage has two meanings

Answer 2

1. The characteristics of a product or service

2. a product or service free of deficiencies

Question 3

dimensions of product quality

Answer 3

• performance
• aesthetics
• special features
• conformance
• reliability
• durability
• perceived quality
• serviceability

Question 4

performance

Answer 4

main characteristics or function of the product

Question 5

aesthetics

Answer 5

appearance, feel, smell, taste

Question 6

special features

Answer 6

extra characteristics or secondary function

Question 7

conformance

Answer 7

how well a product corresponds to design specifications

Question 8

Reliability

Answer 8

consistency of performance over time (not failing for a certain length of time)

Question 9

Durability

Answer 9

Long life

Question 10

Perceived quality

Answer 10

subjective evaluation of quality (reputation, image..)

Question 11

serviceability

Answer 11

handling of complaints or repairs

Question 12

Dimensions of service quality

Answer 12

• time
• tangibles
• convenience
• courtesy
• reliability
• assurance
• responsiveness
• consistency

Question 13

time

Answer 13

the speed with which service is delivered. reasonable wait time

Question 14

tangibles

Answer 14

the physical appearance of the facility equipment, personnel and communication materials
clean facilities and neat personnel

Question 15

convenience

Answer 15

the availability and accessibility of the service. Location of your business and open evening and weekends

Question 16

courtesty

Answer 16

the way customers are treated by employees friendly and polite treatment of customers by staff

Question 17

reliability

Answer 17

the ability to perform a service dependably, consistently and accurately for certain length of time. problem fixed right every time

Question 18

assurance

Answer 18

the knowledge exhibited by personnel and their ability to convey trust and confidence. Staff knowledge about the repair

Question 19

responsiveness

Answer 19

the willingness of service providers to help customers in unusual situations and to deal with problems. Willing and able to answer questions

Question 20

consistency

Answer 20

the ability to provide the same level of good quality repeatedly. Was the service quality good, and was it consistent with previous visits