IDIS 434 Exam 1 TAMU Questions with
Complete Solutions11
Quality - ANSWERS-The ability of a product or service to consistently meet or exceed customer
expectations.
Total Quality Management - ANSWERS-- Define quality in terms of customers and their
requirements
- Stressing objective measurement and analysis
- Focusing on process rather than output
- Emphasizing prevention rather than detection of defects
- Pursuing quality at the source
- Making quality everyone's responsibility
- Establishing continuous improvement as a way of life
Traditional Management - ANSWERS-- Focus on short term profits, stock price
- No clear strategic position in target sectors
- Clamping down on costs while tolerating high levels of waste
- Take-it-or-leave-it attitude to customers
- Buying at lowest price
- Managers are troubleshooters
Traditional Management works only when... - ANSWERS-- Employees do as they are told
- Demand exceeds supply
- Customer's expectations increase or change slowly
, - The world situation does not change
Performance - ANSWERS-Main characteristics of the product or services
Aesthetics - ANSWERS-Appearance, feel, smell, taste
Conformance - ANSWERS-how well a product or service corresponds to design specifications
Reliability - ANSWERS-consistency of performance
Durability - ANSWERS-the useful life of the product or service
Perceived Quality - ANSWERS-Indirect evaluation of quality
Serviceability - ANSWERS-handling of complaints or repairs
Tangibles - ANSWERS-the physical appearance of facilities, equipment, personnel and
communication materials
Convenience - ANSWERS-the availability and accessibility of the service
Responsiveness - ANSWERS-the willingness of service providers to help customers in unusual
situations
Time - ANSWERS-The speed with which service is delivered
Complete Solutions11
Quality - ANSWERS-The ability of a product or service to consistently meet or exceed customer
expectations.
Total Quality Management - ANSWERS-- Define quality in terms of customers and their
requirements
- Stressing objective measurement and analysis
- Focusing on process rather than output
- Emphasizing prevention rather than detection of defects
- Pursuing quality at the source
- Making quality everyone's responsibility
- Establishing continuous improvement as a way of life
Traditional Management - ANSWERS-- Focus on short term profits, stock price
- No clear strategic position in target sectors
- Clamping down on costs while tolerating high levels of waste
- Take-it-or-leave-it attitude to customers
- Buying at lowest price
- Managers are troubleshooters
Traditional Management works only when... - ANSWERS-- Employees do as they are told
- Demand exceeds supply
- Customer's expectations increase or change slowly
, - The world situation does not change
Performance - ANSWERS-Main characteristics of the product or services
Aesthetics - ANSWERS-Appearance, feel, smell, taste
Conformance - ANSWERS-how well a product or service corresponds to design specifications
Reliability - ANSWERS-consistency of performance
Durability - ANSWERS-the useful life of the product or service
Perceived Quality - ANSWERS-Indirect evaluation of quality
Serviceability - ANSWERS-handling of complaints or repairs
Tangibles - ANSWERS-the physical appearance of facilities, equipment, personnel and
communication materials
Convenience - ANSWERS-the availability and accessibility of the service
Responsiveness - ANSWERS-the willingness of service providers to help customers in unusual
situations
Time - ANSWERS-The speed with which service is delivered
