In Juran's quality trilogy, the process of breaking through to unprecedented levels of performance is called:
a. quality improvement.
b. quality control.
c. quality planning.
d. quality leadership.
a
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The second stage in the rite of passage is ________
A) separation B) aggregation C) liminality D) sacred consumption
Which of the following might be a problem that is typical of services?
a. Intangible product b. Decentralized location c. Inability to store services in inventory d. Quality based on customer perceptions
Which of the following is NOT an assumption of the M/M/1 model?
A) The first customers to arrive are the first customers served. B) Each arrival comes independently of the arrival immediately before and after that arrival. C) The population from which the arrivals come is very large or infinite in size. D) Customers do not renege. E) Service times occur according to a normal probability distribution.
Dan picked up his friend Rodney to drive to their softball game. Both Dan and Rodney have a Personal Auto Policy (PAP) with $5,000 of medical payments coverage
Dan hit a parked car, and Rodney was injured, incurring $9,000 of medical expenses. How will this claim be settled under the other insurance provision of the PAP? A) Both insurers will pay $4,500. B) Dan's insurer will pay $5,000 and Rodney's insurer will pay $4,000. C) Dan's insurer will pay $4,000 and Rodney's insurer will pay $5,000. D) Dan's insurer will pay $3,000, Rodney's insurer will pay $3,000, and Rodney must pay $3,000 out of his own pocket.