CSS11_L1_LO2.5

What is a deviation from quality standards in computer system servicing?

• Providing inaccurate information to customers

• Meeting customer expectations

• Using correct parts during repair

• Installing software updates

Which of the following is an example of a technical work deviation from quality standards?

• Failing to meet customer expectations

• Using incorrect parts during a repair

• Providing inaccurate documentation

• Failing to report a deviation

Why is it important to document and report deviations from quality standards in computer system servicing?

• To improve customer satisfaction

• To increase repair speed

• To reduce spare parts inventory

• To boost employee morale

What can businesses achieve by identifying and addressing the root causes of deviations?

• Improved marketing strategies

• Better employee scheduling

• Solutions to prevent similar deviations

• Increased customer inquiries

What steps are involved in documenting a deviation from quality standards?

• Identifying, documenting, and reporting

• Reporting, addressing, and preventing

• Identifying, preventing, and documenting

• Addressing, documenting, and identifying

If you observe a deviation from quality standards, what should you do first?

• Report the deviation to a colleague

• Address the deviation on your own

• Document the deviation

• Ignore the deviation

If a customer complaint reveals a deviation, what should be the next step?

• Document the complaint

• Ignore the complaint

• Address the complaint immediately

• Investigate the complaint to identify the deviation

Analyze the impact of failing to document a deviation properly.

• Improved customer satisfaction

• Difficulty in identifying root causes

• Increased spare parts inventory

• Faster repair processes

Evaluate the importance of meeting customer expectations in the context of documenting deviations.

• Essential for effective documentation and prevention

• Unimportant for documentation purposes

• Important only for employee morale

• Unnecessary for preventing future deviations

Evaluate the role of proper communication in preventing deviations from quality standards.

• Essential to prevent misunderstandings leading to deviations

• Not important in preventing deviations

• Important only for customer satisfaction

• Significant in increasing spare parts inventory