Quiz: Quality management


Quality managementOnline version Quality management by Kai 1 What are quality standards? a An agreement setting out the expectations between a service provider and their customers b Standards that set a framework for a business to ensure it can manage its processes to create and deliver a product or service c A quantifiable success measures that helps align business objectives. 2 Which of these do quality standards NOT set out? a Legislation b Specifications c Features d Processes 3 What is the purpose of quality standards? a Avoid legal issues or prosecution and keep customers happy b To help a business prioritise its objectives c Satisfy customer expectations, comply with law, and meet business objectives 4 True or false: quality standards can increase profits and reduce costs a True b False 5 Which of these is not a type of quality standard? a Accessibility b Environmental management c ISO international standards d Waste management 6 What is the name of an agreement setting out the expectations between a service provider and their customers? a Surface level agreement b Service legal agreement c Surface legal accruement d Service level agreement 7 Which of these does an SLA not include? a Legal expectations b Pricing c Terms and conditions d Performance metrics 8 True or false: the SLA does not cover penalties for breaches to the terms and conditions. a True b False 9 Which of these is not a real type of SLA? a Service based SLA- identical for all clients b Care based SLA- catered to long term customers needs c Customer based SLA- bespoke for each client d Multilevel SLA- pick and mix services with different pricing plans 10 Why is an SLA important? Choose one or more answers a Clarifies deliverables and expectations for stakeholders b Describes process for a failure to meet agreed KPIs and benchmarks c Aims to avoid loss of clientele d Improves profits and productivity e Streamlines systems and processes for all involved 11 Which of these is not a consequence to not meeting quality standards? a Legal related b Customer related c Business related d Societal related e Operational related 12 Why does poor quality lead to lost sales and lower profit due to customers? a Customers will demand for refunds or compensations due to poor quality products b Customers will go to rival businesses leading to a loss of custom and loss of overall revenue c Customers will report business and sue for compensation leading to less money 13 How does poor quality impact on business operations? a Lost time, wasted raw materials, and decreased efficiency b Higher staff turnover from the stress of implications leading to less available staff for operations c Causes wasted investment 14 Select all of the business impacts of poor quality Choose one or more answers a Damaged brand reputation b Lost time c Increased legal fees d Decrease in productivity e Increased product liability claims 15 Which of these is not impacted socially from poor quality products? a The environment b International companies c Local services d People in the community

1

What are quality standards?

a

An agreement setting out the expectations between a service provider and their customers

b

Standards that set a framework for a business to ensure it can manage its processes to create and deliver a product or service

c

A quantifiable success measures that helps align business objectives.

2

Which of these do quality standards NOT set out?

a

Legislation

b

Specifications

c

Features

d

Processes

3

What is the purpose of quality standards?

a

Avoid legal issues or prosecution and keep customers happy

b

To help a business prioritise its objectives

c

Satisfy customer expectations, comply with law, and meet business objectives

4

True or false: quality standards can increase profits and reduce costs

a

True

b

False

5

Which of these is not a type of quality standard?

a

Accessibility

b

Environmental management

c

ISO international standards

d

Waste management

6

What is the name of an agreement setting out the expectations between a service provider and their customers?

a

Surface level agreement

b

Service legal agreement

c

Surface legal accruement

d

Service level agreement

7

Which of these does an SLA not include?

a

Legal expectations

b

Pricing

c

Terms and conditions

d

Performance metrics

8

True or false: the SLA does not cover penalties for breaches to the terms and conditions.

a

True

b

False

9

Which of these is not a real type of SLA?

a

Service based SLA- identical for all clients

b

Care based SLA- catered to long term customers needs

c

Customer based SLA- bespoke for each client

d

Multilevel SLA- pick and mix services with different pricing plans

10

Why is an SLA important?

Choose one or more answers

a

Clarifies deliverables and expectations for stakeholders

b

Describes process for a failure to meet agreed KPIs and benchmarks

c

Aims to avoid loss of clientele

d

Improves profits and productivity

e

Streamlines systems and processes for all involved

11

Which of these is not a consequence to not meeting quality standards?

a

Legal related

b

Customer related

c

Business related

d

Societal related

e

Operational related

12

Why does poor quality lead to lost sales and lower profit due to customers?

a

Customers will demand for refunds or compensations due to poor quality products

b

Customers will go to rival businesses leading to a loss of custom and loss of overall revenue

c

Customers will report business and sue for compensation leading to less money

13

How does poor quality impact on business operations?

a

Lost time, wasted raw materials, and decreased efficiency

b

Higher staff turnover from the stress of implications leading to less available staff for operations

c

Causes wasted investment

14

Select all of the business impacts of poor quality

Choose one or more answers

a

Damaged brand reputation

b

Lost time

c

Increased legal fees

d

Decrease in productivity

e

Increased product liability claims

15

Which of these is not impacted socially from poor quality products?

a

The environment

b

International companies

c

Local services

d

People in the community

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Quality management

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Quality managementOnline version

by Kai

What are quality standards?

Which of these do quality standards NOT set out?

What is the purpose of quality standards?

True or false: quality standards can increase profits and reduce costs

Which of these is not a type of quality standard?

What is the name of an agreement setting out the expectations between a service provider and their customers?

Which of these does an SLA not include?

True or false: the SLA does not cover penalties for breaches to the terms and conditions.

Which of these is not a real type of SLA?

Why is an SLA important?

Choose one or more answers

Which of these is not a consequence to not meeting quality standards?

Why does poor quality lead to lost sales and lower profit due to customers?

How does poor quality impact on business operations?

Select all of the business impacts of poor quality

Choose one or more answers

Which of these is not impacted socially from poor quality products?

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