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Multiple Choice Quiz
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1
A process is said to be in control when all the variation that is noticed can be assigned to specific causes.
A)True
B)False
2
When implementing an unconditional service guarantee, a company should make the guarantee difficult to invoke so that few customers will demand compensation.
A)True
B)False
3
'GAPS' refer to differences in perceptions, expectations, goals and understanding among management, employees and customers.
A)True
B)False
4
A walk-through audit is a service delivery process-oriented survey given to customers and mangers to evaluate the perception of the customer experience.
A)True
B)False
5
Service recovery is most successful when accomplished by empowered frontline employees.
A)True
B)False
6
Quality function deployment is a service design tool to translate customer expectations into measurable conformance specifications.
A)True
B)False
7
According to customers, __________ is the most important dimension of service quality?
A)prompt service
B)courtesy of employees
C)the attractiveness of the service facility
D)the dependability and accuracy of the service
8
Companies often "manage the evidence". For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. Which 'GAP' is this activity attempting to close?
A)GAP 5: difference between what customers expect and what they perceive
B)GAP 4: difference between what is provided and what customers think is provided
C)GAP 3: difference between what management wants to provide and what is actually provided
D)GAP 1: difference between what customers want and what management thinks they want
9
There are four basic approaches to service recovery; _________ is not one of them.
A)refund with apology
B)early intervention
C)substitute service
D)systematic protocol
10
Which category of the 'Cost-Of-Quality' is most closely related with Shingo's Poka-Yoke?
A)Internal failure costs
B)External failure costs
C)Detection costs
D)Prevention costs
11
Which is not a direct benefit normally associated with an unconditional service guarantee?
A)Increases customer loyalty.
B)Helps increase quality and quantity of feedback.
C)Increases market share.
D)Clearly tells employees what is required.
12
The implementation of an effective process control cycle for service systems is hampered by:
A)The constantly changing environment of services.
B)The intangibility of services making direct measurement difficult.
C)The heretofore undefined range of what is acceptable and what is unacceptable.
D)The fact that accurate, timely feedback for services is difficult to obtain.





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