Quality Assurance Test 2 Flashcards

Flashcards covering key concepts from Chapters 5, 6, 7, & 8, focusing on customer relationship management, benchmarking, design for maintainability and reliability, FMEA, environmental considerations, SERVQUAL, and service quality.

What is the primary focus of marketing today?

Maintaining the existing customer base.

What are the components of Customer Relationship Management (CRM)?

Strategic Quality Planning, The Voice of the Customer, Complaint Resolution, Feedback, Guarantees, Corrective Action

What are the two components involved in complaint resolution?

Compensate for losses and contrition (apologize).

What characteristics should an effective service guarantee have?

Unconditional, meaningful, understandable, communicable, and painless to invoke.

What does 'corrective action' mean in the context of customer relationship management?

Document the failure and resolve the problem to prevent recurrence.

What is a benchmark?

An organization recognized for exemplary operational performance.

What are the different types of benchmarking?

Process, financial, performance, product, strategic, and functional.

What are the steps in Robert Camp's benchmarking process?

Decide what to benchmark, identify whom to benchmark, plan and conduct the investigation, determine the current performance gap, project future performance levels, communicate findings, revise performance goals, develop action plans, implement actions, and recalibrate benchmarks.

What are some potential problems with benchmarking?

Difficulty obtaining cooperation, challenges in benchmarking non-competing industries, not understanding your own process, time-consuming and costly, achieving undesired outcomes.

What concepts are included in design for maintainability?

Components easily replaced/removed, adequate space, non-destructive disassembly, safe maintenance, and available documentation.

What are the two dimensions of reliability?

Failure rate and time.

What is Failure Modes and Effects Analysis (FMEA)?

Analysing and documenting possible failure modes within a system and the effects of each failure

What are the five basic areas of FMEA application?

Concept, process, design, service, and equipment.

What aspects are considered in green manufacturing and environmental considerations?

Design, Manufacture, Customer Use to end of life, Packaging & Distribution, Procure

What are the advantages of the SERVQUAL instrument?

Accepted standard, valid, reliable, parsimonious, and standardized analysis procedure.

What are the classifications for fail-safing devices (Poka-yoke) in services?

Warning, physical contact, and visual contact methods.

What are the 'Three Ts' of Poka-yoke?

Task, Treatment, and Tangibles.

What are the key differences between services and manufacturing?

Services are intangible, heterogeneous, production and consumption occur simultaneously, and customer involvement is higher.

How are service quality issues similar to manufacturing quality issues?

Customer is the core, customer needs drive change; service has more variability and is customized than manufacturing.

What does Service Transaction Analysis (STA) involve?

Identifying transactions and evaluating them from the customer’s perspective.