Section outline

    • GARVIN MODEL - THE EIGHT DIMENSIONS OF QUALITY Quiz

      Please, identify the Garvin’s  dimensions for the definition of the product quality in the example here considered of a laser printer.


    • The ServQual Model Quiz

      Beside price, quality is the second element ensuring banking services competitiveness. 

      The Servqual model may be used to assess internet Banking services from the customer’s perspective. 

      Please, specify the correct Servqualclassification for each of the examples below reported.

    • The ServQual Gaps Quiz

      The ServQual Gaps possibly implied in the customer dissatisfaction are the following:

      GAP 1 - MISPERCEPTION OF CUSTOMER NEEDS (THE KNOWLEDGE GAP)

      GAP 2 - INAPPROPRIATE OR NO QUALITY STANDARDS (THE POLICY GAP)

      GAP 3 - SUBSTANDARD SERVICE DELIVERY (THE DELIVERY GAP)

      GAP 4 - DISCREPANCY BETWEEN WHAT CLIENTS ARE PROMISED AND WHAT IS PROVIDED (THE COMMUNICATION GAP)

      Please, identify the gaps which could derive from the situations here described:  



       

    • Garvin's Framework & Kano Model Quiz

      15 questions about Garvin's Framework (five approaches) and a few questions on Kano model

    • Seven Quality Control tools & Quality Circles Quiz

      15 questions for the Seven Quality control tools (also known as Ishikawa tools" and the Quality Circles

    • Statistical Quality Control, process variability & Costs of Quality Quiz

      15 questions about Statistical Quality Control, process variability & Costs of Quality

    • ISO 9000 Standards Quiz

      10 questions about ISO 9000 Standards

    • Quality approaches Quiz

      10 questions about various quality approaches from Quality Assurance, Total Quality Management, Six Sigma ...