The cost of avoiding trouble by doing the job right in the first place is known as:
A. Prevention cost
B. Deterrence cost
C. Production cost
D. Anticipation cost
Giving people the authority to make decisions and take action in their work areas without getting prior approval is called:
A. Empowerment
B. Dominance
C. Intensity
D. Entitlement
Which of the following basic characteristic that can be used to measure the performance of a particular process or activity?
A. Quantity
B. Cost
C. Quality
D. All of the above
A guide for all in the organization about how products and services should be provided is known as:
A. Total workflow
B. Customer focus
C. Commitment
D. Quality policy statement
What is based on the participation of all members of an organization in improving processes, products, services, and the culture they work in is called:
A. Continuous Process Management
B. Workflow Management
C. Total Quality Management
D. All of the above
describes the function of the organization.
A. Vision statement
B. Mission statement
C. Policy statement
D. Service statement
The sum of the benefits the customer receives and can be more than the product itself is called:
A. value
B. price
C. quality
D. workforce
Total customer satisfaction based on the complete experience with an organization, not just the product is known as:
A. Total quality
B. Absolute quality
C. Perceived quality
D. Fool proof quality
What is measured by the length of time a product can be used before it fails?
A. Reliability
B. Durability
C. Maintainability
D. Efficiency
If the product or service is ready for the customer's use at the time of sale, this refers to:
A. Usability
B. Accomplishment
C. Implementation
D. Performance
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