Question 1

Which of the following is considered a drawback of service level agreements?&#10;A) They result in slower response times to complaints.&#10;B) They create a 'pseudo-contractual' relationship between suppliers and customers.&#10;C) They do not improve the quality of delivery from suppliers.

Accepted Answer

Service level agreements create a 'pseudo-contractual' relationship between suppliers and customers, meaning that while they outline expectations and consequences for not meeting those expectations, they may not hold up legally as a contract. This can create confusion or disputes between the parties involved. A and C are not considered drawbacks of service level agreements. In fact, one of the main purposes of service level agreements is to improve response times and quality of delivery.

Question 2

Match the weakness of approach with the quality guru. This approach is difficult to apply where performance is difficult to measure, e.g. the service sector.&#10;A) Feigenbaum&#10;B) Deming&#10;C) Juran&#10;D) Ishikawa&#10;E) Taguchi&#10;F) Crosby

Accepted Answer

Taguchi

Question 3

The main elements of the EFQM Quality Award do NOT include:&#10;A) Partnership and resources&#10;B) Leadership&#10;C) Policy and strategy&#10;D) Process improvement&#10;E) Industrial democracy management

Accepted Answer

The EFQM Quality Award does not include "Industrial democracy management" as one of its main elements. The other options - Partnership and resources, Leadership, Policy and strategy, and Process improvement - are all main elements of the EFQM Quality Award.

Question 4

Which of the following is NOT an element of the EFQM model?&#10;A) Leadership&#10;B) Policy and strategy&#10;C) Markets&#10;D) People

Accepted Answer

The EFQM model consists of nine elements: leadership, policy and strategy, people, partnerships and resources, processes, products and services, customer results, people results, and society results. Markets is not one of the elements.

Question 5

With increasing importance of self-assessment, the EFQM has moved to encourage organisations&#10;using its model to allocate their own weightings to the nine elements of the EFQM model.

Accepted Answer

The statement is accurate and true. The EFQM has indeed encouraged organizations to allocate their own weightings to the nine elements of the EFQM model in order to better facilitate self-assessment.

Question 6

Which of the following is NOT an element of the EFQM model?&#10;A) Information and analysis&#10;B) People results&#10;C) Partnerships and resources&#10;D) Society results

Accepted Answer

The EFQM model does not specifically list "Information and analysis" as one of its elements. Instead, it focuses on areas such as People, Partnerships and Resources, and Society Results, among others, to assess an organization's excellence.

Question 7

An internal customer is defined as:&#10;A) An individual or department who is supplied within an organisation&#10;B) An organisation who works with other organisations using an Extranet&#10;C) A customer who tends to shop online&#10;D) A unit who deals with first-tier suppliers

Accepted Answer

An internal customer is an individual or department within an organization that is supplied or serviced by another department within the same organization. For example, the IT department may be an internal customer of the HR department for payroll services. Therefore, option A is the correct choice. Option B refers to an external customer, while option C and D are unrelated to the concept of internal customers.

Deck 20: Tables