1. A delivery company brought an order to a customer’s home on the promised date of delivery. Which service quality dimension does this example illustrate?
A. Empathy
B. Responsiveness
C. Reliability Correct
D. Assurance
Explanation
Reliability is the ability to perform the promised service dependably and accurately—delivering on time.
2. A musician purchased a pair of studio monitoring headphones and found the accompanying carrying bag to be especially useful. What is the quality dimension for goods that is demonstrated in the scenario?
A. Durability
B. Conformance
C. Aesthetics
D. Features Correct
Explanation
Features are additional characteristics that enhance the product's appeal—here, the carrying bag.
3. A medical facility calls patients after they have been treated to determine their level of satisfaction. Which cost of quality does this scenario illustrate?
A. External failure costs Correct
B. Prevention costs
C. Appraisal costs
D. Internal failure costs
Explanation
Post-service satisfaction surveys detect external failures (dissatisfied customers after service).
4. A company designed a closet shelving system with color-coded parts to ensure proper assembly. Which cost of quality does this scenario illustrate?
A. Internal failure costs
B. External failure costs
C. Appraisal costs
D. Prevention costs Correct
Explanation
Design improvements to prevent assembly errors are prevention costs.
5. Which phase of Six Sigma involves specifying the boundaries of a project?
A. Control
B. Measure
C. Improve
D. Define Correct
Explanation
The Define phase establishes project goals, scope, and boundaries.