Service Quality Management Test Preparation
Course Introduction
Service Quality Management explores the principles, strategies, and tools necessary to ensure high levels of service quality in various organizations. The course covers methods for measuring and evaluating service quality, understanding customer expectations, and designing processes that meet or exceed those expectations. Key topics include the SERVQUAL model, service quality gaps, the role of employee training, leadership in fostering a service culture, and the impact of service recovery on customer satisfaction. Through case studies and practical applications, students will learn how to implement continuous improvement processes to maintain and enhance service excellence in competitive markets.
Recommended Textbook
Quality and Performance Excellence 7th Edition by
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11 Chapters
877 Verified Questions
877 Flashcards
Source URL: https://quizplus.com/study-set/1357
Page 2
James R. Evans
Chapter 1: Introduction to Quality and Performance Excellence
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27106
Sample Questions
Q1) What is performance excellence?
Answer: The term "performance excellence" refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability; improvement of overall organizational effectiveness and capabilities; and organizational and personal learning. Performance excellence is a characteristic of today's most outstanding organizations and is a requisite for providing high quality goods and services.
Q2) According to Noriaki Kano's classification of customer needs, _____ are the needs that customers say they want.
A) satisfiers
B) dissatisfiers
C) delighters
D) exciters
Answer: A
Q3) Process time refers to the time it takes to accomplish one cycle of a process.
A)True
B)False
Answer: False
Page 3
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Chapter 2: Frameworks for Quality and Performance Excellence
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27107
Sample Questions
Q1) According to Deming, factors causing variation that are present as a natural part of a process are called:
A) common causes of variation.
B) total variances.
C) assignable causes of variation.
D) system variances.
Answer: A
Q2) What are the two premises of Juran's view on quality?
Answer: Juran views the pursuit of quality on two levels: (1) the mission of the firm as a whole is to achieve high product quality; and (2) the mission of each individual department in the firm is to achieve high production quality.
Q3) Deming emphasized that management's job is to:
A) increase process variance.
B) control the process indexes.
C) optimize the system.
D) give orders and punishments.
Answer: C
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Page 4
Chapter 3: Tools and Techniques for Quality Design and Control
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27108
Sample Questions
Q1) In the House of Quality, the symbol "o" denotes a weak relationship.
A)True
B)False Answer: False
Q2) Using design failure mode and effects analysis (DFMEA), will not only improve product functionality and safety but also reduce external failure costs.
A)True
B)False Answer: True
Q3) Thresholds of evaluation provide a means of focusing attention on random errors that is, common causes of variation.
A)True
B)False Answer: False
Q4) Statistical control means that both the process average and variance are constant over time.
A)True
B)False
Answer: True
Page 5
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Chapter 4: Tools and Techniques for Quality Improvement
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27109
Sample Questions
Q1) If a process is driven by an administrative logic such as cost accounting or functional specialization, it is ripe for reengineering.
A)True
B)False
Q2) The most useful tool for identifying the causes of problems is an Ishikawa diagram.
A)True
B)False
Q3) _____ refers to rapid changeover of tooling and fixtures in machine shops so that multiple products in smaller batches can be run on the same equipment.
A) Pull production
B) Total productive maintenance
C) Single minute exchange of dies
D) Shitsuke
Q4) Describe the general types of quality-related data gathered through check sheets with examples.
Q5) What are the various tools used in lean thinking?
Q6) Describe the steps in an improvement process.
Q7) Briefly describe the DMAIC process in Six Sigma.
Page 6
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Chapter 5: Competitive Advantage and Strategic Management for Performance Excellence
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78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/27110
Sample Questions
Q1) Strategy literature sometimes refers to strategic plans as strategic content.
A)True
B)False
Q2) A strategy of continuous improvement is essential to achieve a low-cost competitive advantage.
A)True
B)False
Q3) In a balanced scorecard, leading measures refer to:
A) the outcomes of a process.
B) the processes used to achieve a goal.
C) predictions about the future.
D) the goals of a particular process.
Q4) The sleekness of an automobile's exterior and the black "high-tech" look of modern stereo components are examples of the _____ dimension of product design.
A) performance
B) durability
C) aesthetics
D) features
Page 7
Q5) Describe the use of an interrelationship digraph.
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Chapter 6: Quality in Customer Supplier Relationships
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27111
Sample Questions
Q1) A _____ includes the materials and other inputs purchased from suppliers, their use in the production of goods and services.
A) supply chain
B) consumption chain
C) semantic network
D) associative network
Q2) Integrative bargaining is also called:
A) distributive negotiation.
B) principled negotiation.
C) positional negotiation.
D) hard-bargaining negotiation.
Q3) In the context of integrative bargaining, fair solutions result from deciding on the:
A) criteria on which to evaluate the result.
B) personalities of the negotiators.
C) feasibility of the solution.
D) degree of compromise the adversary is willing to make.
Q4) Discuss the roles for customers identified by Gersuny and Rosengren.
Q5) List the key ideas of integrative bargaining.
Q6) List the practices used to improve customer-supplier relationships.
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Chapter 7: Designing Organizations for Performance Excellence
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82 Verified Questions
82 Flashcards
Source URL: https://quizplus.com/quiz/27112
Sample Questions
Q1) What are process maps? What is the new approach to process mapping?
Q2) According to the contingency model, organizations facing uncertainty should adopt a mechanistic structure.
A)True
B)False
Q3) According to the contingency model:
A) organizations facing uncertainty should adopt a mechanistic structure.
B) organic organizations are better able to deal with a complex environment.
C) organizations that experience little uncertainty have volatile environments.
D) mechanistic organizations are better able to change rapidly and adapt themselves.
Q4) What does the institutional theory state?
Q5) The primary focus of functional structures is to provide high-quality service to customers.
A)True
B)False
Q6) Recognizing the existence of internal customers is one way that organizations can promote quality and teamwork.
A)True
B)False
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Chapter 8: Quality Teamwork
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27113
Sample Questions
Q1) Teams used in TQ efforts generally should be homogenous due to the heavy emphasis on creativity and fresh thinking in the tasks they face.
A)True
B)False
Q2) Self-managed teams are also known as _____ groups.
A) problem-solving
B) autonomous work
C) project
D) virtual
Q3) Self-managed teams have resulted in _____ in organizations.
A) increased costs
B) varied job classifications
C) greater flexibility
D) slow response
Q4) Autonomous work groups are natural work teams with broad responsibilities.
A)True
B)False
Q5) List the various criteria for effective teamwork.
Q6) What is the significance of a cross-functional team?
Q7) Compare steering committees and quality improvement teams.
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Chapter 9: Engagement, Empowerment, and Motivation
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27114
Sample Questions
Q1) According to the goal-setting theory, challenging goals that seem impossible are motivating.
A)True
B)False
Q2) _____ is an approach in which all employees share savings equally.
A) Gainsharing
B) Merit pay
C) Lump-sum bonus
D) Base pay
Q3) Which of the following is true regarding the employee suggestion system?
A) It decreases workforce flexibility.
B) It leads to poor interpersonal relationships in the workplace.
C) It leads to lower levels of motivation.
D) It improves workers' reasoning ability.
Q4) One of the easiest ways to involve employees on an individual basis is:
A) career guidance system.
B) quality circle.
C) the suggestion system.
D) management by objective.
Q5) Briefly state the job characteristics theory.
Page 11
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Chapter 10: Leadership for Performance Excellence
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27115
Sample Questions
Q1) In the context of the leadership styles defined by Blanchard and Hershey's, in which of the following styles of leadership do leaders allocate tasks and set direction, but the subordinate has full control over the performance of the work?
A) Supporting
B) Delegating
C) Directing
D) Coaching
Q2) _____ is defined in terms of looking for mistakes and enforcing rules to avoid mistakes.
A) Active management by exception
B) Management by forced-feedback
C) Management by alternatives
D) Passive management by exception
Q3) The personal leadership characteristics of accountability refers to the ability to discern what is right from wrong and commit to the right path.
A)True
B)False
Q4) List some of the ways managers can lead continuous improvement.
Q5) What are the leadership roles advanced by Henry Mintzberg?
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Chapter 11: Performance Excellence and Organizational Change
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27116
Sample Questions
Q1) What is the role of dialog in the change process?
Q2) The reason behind TQ-oriented change is quality improvement for customer satisfaction.
A)True
B)False
Q3) The False Starts stage can result in two outcomes: continued improvement or decline as organizations lose focus or become distracted.
A)True
B)False
Q4) In the context of organizational learning, _____ are policies, practices, or actions that prevent people involved in a group activity from being embarrassed or threatened, and, at the same time, prevent people from learning how to reduce the causes of embarrassment or threat.
A) culture traps
B) defensive routines
C) comfort zones
D) embedded rituals
Q5) What are the reasons why companies adopt a performance excellence philosophy?
Q6) What must be included in an effective knowledge management system?
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