Question :
21.In terms of the characteristics of service quality, a major : 1418669
21.In terms of the characteristics of service quality, a major newspaper is said to be ____ if it provides news of interest to its readers consistently at the same time and place daily.
a.proactive
b.responsive
c.durable
d.accessible
e.reliable
22.ISO 14000 ____.
a.provides ISO certification for service providers
b.is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world
c.is a series of international standards for managing, monitoring, and minimizing an organization’s harmful effect on the environment
d.is the interim ISO certification that is granted in the event that ISO 9000 certification is temporarily withdrawn
e.is only given to manufacturers who have achieved the highest possible level of product quality and assurance
23.Which of the following statements about ISO 9000 is true?
a.ISO 9000 is a series of three standards for achieving consistency in quality management and quality assurance in U.S.-based organizations only.
b.The ISO 9000 standards are specific and require companies who seek this certification to completely reorganize.
c.To become ISO 9000 certified, companies must show that they are following their own procedures.
d.The ISO standards were created by the Industrial Service Organizations.
e.All of these statements about ISO 9000 are true.
24.Which of the following statements about ISO 9000 is true?
a.ISO 9000 is a single international standard for achieving consistency in quality management and quality assurance in companies throughout the world.
b.The ISO 9000 standard is applicable only to the manufacturing of goods and not to the delivery of services.
c.ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification.
d.Ninety-eight percent of companies that already have achieved ISO 9000 certification said they did so because it increases profitability.
e.Service providers can achieve ISO 14000 certification.
25.Which of the following statements about ISO 9000 is true?
a.ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world.
b.The ISO 9000 standards are applicable to the manufacturing of goods and to the delivery of services.
c.Studies show that customers prefer to buy from companies with ISO 9000 certification.
d.ISO 9000 certification may be suspended or canceled if companies fail an audit following their initial certification.
e.All of these statements about ISO 9000 are true.
26.The purpose of ____ is to recognize U.S. companies for their achievements in quality and business performance and to raise awareness of how quality and performance excellence can be used to create a competitive edge.
a.ISO 9000 certification
b.the Baldrige Award
c.the Herzberg Award for Excellence
d.Kanban certification
e.the Gantt Award
27.The three principles that characterize TQM are continuous improvement, teamwork, and ____.
a.third party certification
b.delegation
c.participative management
d.customer focus and satisfaction
e.distinctive competence
28.The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.
a.teamwork
b.organizational dialogue
c.the equity theory
d.autonomy
e.competitive advantage
29.In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers’ expectations.
a.market response
b.customer satisfaction
c.market focus
d.positive framing
e.added value
30.A company expressing its ongoing commitment to continuous product improvement and premium quality products is committed to ____.
a.a bureaucratic structure
b.total quality management
c.winning ISO 8000 certification
d.implementing an MRP program
e.autonomous work stations
