Question 1

What is TQM and why is it important?

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Question 2

Who is Michael Porter and what is his view on Canada's competitiveness?

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Question 3

Explain the connection between productivity and quality.What do these two terms mean?

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Question 4

Why is it important that Canada increase its productivity?

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Question 5

How does an economist measure labour productivity? Is there a formula for this measurement? Who provides the data in measuring national productivity?

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Question 6

According to a study by the Organisation for Economic Co-operation and Development,productivity levels in 23 participating countries varied significantly.What factors affect the productivity differences between nations?

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Question 7

Name and describe the five criteria that customers use to judge service quality.

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Question 8

What actions can be taken to improve a business firm's ability to compete through productivity and quality?

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Question 9

How does a business firm plan for quality?

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Question 10

How does the use of statistical process control methods serve to improve the quality of a firm's products?

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Question 11

Your boss wants to determine whether or not to apply for ISO 9000; what are the benefits?

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Question 12

How does high productivity give a company a competitive edge?

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Question 13

Identify five criteria that customers use to judge service quality.

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Question 14

What are the steps involved in the re-engineering process?

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Question 15

Describe the tools for quality management and outline how they can be used.

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Quiz 12: Increasing Productivity and Quality