POINTERS3

Question 1

3 BENEFITS OF TQM

Answer 1

CREATE A GOOD CORPORATE CULTURE
BETTER REVIEWS FROM CUSTOMERS
BETTER PERFORMANCE FROM EMPLOYEES

Question 2

customers and clients are highly satisfied with the performance

Answer 2

BETTER REVIEWS FROM CUSTOMERS

Question 3

Through TQM, there is often more attention place on meeting the needs of employees or internal customers.

Answer 3

BETTER PERFORMANCE FROM EMPLOYEES

Question 4

8 DIMENSIONS OF PRODUCT QUALITY

Answer 4

PERFORMANCE
FEATURES
RELIABILITY
CONFORMANCE
DURABILITY
SERVICEABILITY
AESTHETICS
PERCEIVED QUALITY

Question 5

consists of the primary operating characteristics of a product.

Answer 5

PERFORMANCE

Question 6

are added characteristics that boost the attraction of the product or service to the user

Answer 6

FEATURES

Question 7

is the likelihood that a product will not fail within a particular time period..

Answer 7

Reliability

Question 8

depicts to what extent a product’s design and operating characteristics meet established standards

Answer 8

CONFORMANCE

Question 9

is a measure of how much use a person gets from a product before it breaks down to such a point that replacement makes more sense than continual repair.

Answer 9

DURABILITY

Question 10

involves the customer’s ease of obtaining repair service, like access to service centers and/or ease of self service

Answer 10

SERVICEABILITY

Question 11

means how a product looks, feels, sounds, tastes, or smells.

Answer 11

AESTHETICS

Question 12

is the individual’s subjective appraisal of products or service attributes

Answer 12

PERCEIVED QUALITY