COB 300 STUDY EXAMS GUIDE QUESTIONS AND
ANSWERS SURE A+
✔✔Consistency - ✔✔quality doesn't vary
✔✔Dimensions of Service Quality - ✔✔categories that customers use to judge the
quality of a service
✔✔convenience - ✔✔the availability and accessibility of the service
✔✔reliability - ✔✔the ability to perform a service dependably, accurately, and
consistently
✔✔Responsiveness - ✔✔willingness to help customers in unusual situations and to
deal with problems
✔✔time - ✔✔the speed in which the service is delivered
✔✔assurance - ✔✔knowledge exhibited by personnel and their ability to convey trust
and confidence
✔✔courtsey - ✔✔the way customers are treated by employees
, ✔✔tangibles - ✔✔the appearance of physical facilities, equipment, personnel, and
communication materials
✔✔Consistency - ✔✔the ability to provide the same level of good quality repeatedly
✔✔expectency - ✔✔meet (or exceed) customer expectations
✔✔Determinants of Quality - ✔✔decisions that impact ability of product or service to
consistently meet or exceed customer expectations
✔✔quality of design - ✔✔Intention of designers to include or exclude features in a
product or service
✔✔quality of conformance - ✔✔The degree to which goods or services conform to the
intent of the designers
✔✔Ease-of-Use and user instructions - ✔✔Increase the likelihood that a product will be
used for its intended purpose and in such a way that it will continue to function properly
and safely
✔✔after-sales service - ✔✔Taking care of issues and problems that arise after the sale
✔✔apprasial costs - ✔✔relate to inspection, testing, and other activities intended to
uncover defective products or services, or to assure that there are none
E.g., Cost of inspectors, testing, test equipment, labs, quality audits, field testing
✔✔Prevention Costs - ✔✔sum of all the costs to prevent defects
E.g., training, quality control procedures, extra attention in both design and production
phases
✔✔Failure Costs - ✔✔costs caused by defective parts or products or by faulty services
✔✔internal failure costs - ✔✔Costs incurred to fix problems that are detected before the
product/service is delivered to the customer.
E.g., lost production time, scrap and rework, possible equipment damage, and possible
employee injury
✔✔external failure costs - ✔✔All costs incurred to fix problems that are detected after
the product/service is delivered to the customer
E.g., handling of complaints, replacements, liability/litigation, payments to customers or
discounts used to offset the inferior quality, loss of customer goodwill, and opportunity
costs related to lost sales.
✔✔ISO - ✔✔International Organization for Standardization
ANSWERS SURE A+
✔✔Consistency - ✔✔quality doesn't vary
✔✔Dimensions of Service Quality - ✔✔categories that customers use to judge the
quality of a service
✔✔convenience - ✔✔the availability and accessibility of the service
✔✔reliability - ✔✔the ability to perform a service dependably, accurately, and
consistently
✔✔Responsiveness - ✔✔willingness to help customers in unusual situations and to
deal with problems
✔✔time - ✔✔the speed in which the service is delivered
✔✔assurance - ✔✔knowledge exhibited by personnel and their ability to convey trust
and confidence
✔✔courtsey - ✔✔the way customers are treated by employees
, ✔✔tangibles - ✔✔the appearance of physical facilities, equipment, personnel, and
communication materials
✔✔Consistency - ✔✔the ability to provide the same level of good quality repeatedly
✔✔expectency - ✔✔meet (or exceed) customer expectations
✔✔Determinants of Quality - ✔✔decisions that impact ability of product or service to
consistently meet or exceed customer expectations
✔✔quality of design - ✔✔Intention of designers to include or exclude features in a
product or service
✔✔quality of conformance - ✔✔The degree to which goods or services conform to the
intent of the designers
✔✔Ease-of-Use and user instructions - ✔✔Increase the likelihood that a product will be
used for its intended purpose and in such a way that it will continue to function properly
and safely
✔✔after-sales service - ✔✔Taking care of issues and problems that arise after the sale
✔✔apprasial costs - ✔✔relate to inspection, testing, and other activities intended to
uncover defective products or services, or to assure that there are none
E.g., Cost of inspectors, testing, test equipment, labs, quality audits, field testing
✔✔Prevention Costs - ✔✔sum of all the costs to prevent defects
E.g., training, quality control procedures, extra attention in both design and production
phases
✔✔Failure Costs - ✔✔costs caused by defective parts or products or by faulty services
✔✔internal failure costs - ✔✔Costs incurred to fix problems that are detected before the
product/service is delivered to the customer.
E.g., lost production time, scrap and rework, possible equipment damage, and possible
employee injury
✔✔external failure costs - ✔✔All costs incurred to fix problems that are detected after
the product/service is delivered to the customer
E.g., handling of complaints, replacements, liability/litigation, payments to customers or
discounts used to offset the inferior quality, loss of customer goodwill, and opportunity
costs related to lost sales.
✔✔ISO - ✔✔International Organization for Standardization
