TQM Ch.2

What is not one of the definitions of quality

• Customer satisfaction

• enchanting customer

• infrastructure quality

• Conforming to specifications

Fitness for use means customer satisfaction is taken into consideration.

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A customer is always satisfied when the product/ service contains all the choices he asked for.

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Which of the following is an external customer for education system?

• Students

• Teachers

• Ministerial staff

• Funding agencies

Vision statement shows what the company/ firm strives for in the following few months.

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Which of the following is not a department plan?

• Goals

• Targets

• Missions

• Objectives

Since action plans are for individuals, it is difficult to track them.

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·    ----------  Is the key factor for sustaining quality initiatives.

• Motivation
• Dedication

• Continuous improvement

• Control

Data collection is a difficult process but with higher rewards.

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Which of these is not one of the 10 principles of quality management?

• Customer focused

• process given more importance than end results.

• Cost conscious attempt

• Documentation for assurance