Question

If quality is defined as meeting customer expectations, what does measuring quality require? a. All of the answers are correct b. Weights to combine the various deviations from expectations c. Knowledge of customer expectations d. Measures of actual realized value

Answer 1

Answer:

a. All of the answers are correct

Explanation:

Quality is the manufacturer's perception of how well he is meeting customer needs, while measuring quality employs methods that gets the customer's perception of the product provided.

First of all Weights to combine the various deviations from expectations - will measure difference between what the customer expects and what he actually gets. This can be negative or positive impression.

Secondly Knowledge of customer expectations - acts as a guide to measure if a product is actually meeting customer needs. For example if a customer needs a car that has a small engine and low fuel consumption, and the company is providing a large engine with high fuel consumption. This is a variation from customer expectation.

Finally Measures of actual realized value - gives the actual value the customer recieves from the use of the product.