096EC - THEORY AND TECHNIQUES FOR QUALITY CONTROL 2021

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• Select section General

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  General

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  • Select activity Annunci

    

    Annunci Forum
  • Select activity CD2021 096EC THEORY AND TECHNIQUES FOR QUALITY CONTROL

    

    CD2021 096EC THEORY AND TECHNIQUES FOR QUALITY CONTROL URL

    The team for Theory & Techniques for Quality Control can be found on the Microsoft Teams platform where the lesson recordings and the slides are available.

• Select section SELF-ASSESSMENT QUIZZES FOR QUALITY PART 1 - Prof. Campisi Barbara

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  SELF-ASSESSMENT QUIZZES FOR QUALITY PART 1 - Prof. Campisi Barbara

  • Select activity GARVIN MODEL - THE EIGHT DIMENSIONS OF QUALITY

    

    GARVIN MODEL - THE EIGHT DIMENSIONS OF QUALITY Quiz

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

  • Select activity KANO MODEL

    

    KANO MODEL Quiz

    10 multiple choice questions about Kano model for the classification of product/service attributes according to their impact on customer satisfaction. Base your answer on the three main Kano attribute categories by considering the attribute examples given in a general way (not from your personal view). 

    Please note: just for one single case there are two possible answers (I hope you remember the activity done during our class some weeks ago in Wooclap). 

  • Select activity SERVQUAL DIMENSIONS

    

    SERVQUAL DIMENSIONS Quiz

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

    The Servqual model may assess Internet Banking services from the customer’s perspective. 

    Please, specify the correct Servqual classification for each of the examples below.

  • Select activity THE SERVQUAL GAPS

    

    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 SPECIFICATION or 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:  

  • Select activity PRODUCT & PROCESS QUALITY

    

    PRODUCT & PROCESS QUALITY Quiz

    20 multiple choice questions about quality of products and processes with the inclusion of some questions on costs of quality. 

  • Select activity 7 QUALITY CONTROL TOOLS & QUALITY CIRCLES

    

    7 QUALITY CONTROL TOOLS & QUALITY CIRCLES Quiz

    20 multiple choice questions on the Seven Quality Control tools and Quality (Control) Circles for improvement

  • Select activity QUALITY APPROACHES

    

    QUALITY APPROACHES Quiz

    20 multiple choice questions about quality approaches

  • Select activity ISO 9000 STANDARDS

    

    ISO 9000 STANDARDS Quiz

    15 questions around ISO 9000 issues.

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