25 May Question 1. The service quality dimension described as “performed correctly each time” is called __
Question
1. The service quality dimension described as “performed correctly each time” is called ____________.
a. accuracy
b. completeness
c. consistency
d. courtesy
2. Organizations with extensive and successful quality improvement programs tend to rely on two important people approaches: ______________ and ______________.
a. cross-functional work teams; closely supervised work teams
b. closely supervised work teams; empowered work teams
c. empowered work teams; cross-functional work teams
d. self-directed work teams; transgenerational work teams
3. The two best-known quality goals are ______________ and ______________.
a. ISO 250; Six Sigma
b. Six Sigma; Seven Beta
c. ISO 9000; Six Sigma
d. ISO 250; Seven Beta
4. _______________ is a series of international quality management standards established by the International Organization for Standardization, which sets uniform guidelines for processes to ensure that products conform to customer requirements.
a. ISO 250
b. ISO 9000
c. Six Sigma
d. Three Theta
5. The ______________ standards have become the internationally recognized standard for evaluating and comparing companies in the global marketplace.
a. ISO 250
b. ISO 9000
c. Six Sigma
d. Seven Beta
(Which of the following companies popularized the use of stringent quality standards more than 30 years ago through a trademarked quality improvement program called Six Sigma?
a. IBM
b. General Electric
c. Motorola
d. Wal-Mart
6. Six Sigma is a quality standard that establishes a goal of no more than ________ defects per million units or procedures.
a. 2.3
b. 2.7
c. 3.4
d. 4.3
7. The _______________, the fewer the deviations from the norm.
a. more the defects
b. lower the ISO 9000 standards
c. lower the Sigma
d. higher the Sigma
8. At _______________, two-thirds of whatever is being measured falls within the curve.
a. One Sigma
b. Two Sigma
c. Three Sigma
d. Six Sigma
9. At _______________, you’re about as close to defect-free as you ca
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