Answer Key

Quality management – Practice 1

Choose the correct answer:
  1. We are always looking for ways to improve quality and so our motto is  [kaizen] , which comes from Japanese.
  2. A telephone company looks at other telephone companies to see which one issues bills with fewest mistakes to customers. It then copies this company's methods to reduce the mistakes in its own bills. This process is called: [benchmarking]
  3. Gaelic Productions' customer service  [exceeded] our expectations. Their attention to detail, punctuality, diligence and rapport with our staff were exemplary.
  4. The  [JIT] system was introduced from Japan in the 1980s. It eliminates storage time and reduces costs.
  5. The best way to reduce  [churn] is to increase customer satisfaction.
  6. We can deliver bikes ready- built in the Aberdeenshire area, and our  [after-sales care] includes lifetime brake, gear and safety checks free!
  7. At every stage we check that our products  [conform] to the specs.
  8. To test customer service in our stores we send in  [mystery] shoppers.
  9. The watch comes in a full presentation box and has a two year  [warranty]
  10. The company was  [audited] by the EPA this year and found to be fully compliant with its environmental licence.