DEIS Final

Customer expectations tend to change over time, affecting their perception of service quality.

• True

• False

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

• True

• False

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

• True

• False

Because courtesy is subjective, it cannot be considered a factor in service quality.

• True

• False

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

• True

• False

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

• True

• False

Modern quality management emphasizes finding and correcting mistakes before they reach the customer—catching the errors before they are shipped.

• True

• False

An organization achieves quality by consistently meeting its competitors' standards.

• True

• False

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

• True

• False

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

• True

• False