Question

QUESTION 19 As a determinant of service quality, reliability refers to o the ability to perform the promised service consistently dependably, and accurately. o the useful life of the product or service. Service after sale the ability of service provider to convey trust and confidence. the willingness and/or readiness to provide service. QUESTION 20 Which of the following is a quality certification 150 9000 MENOA PERT all of the above a and only QUESTION 21 Services do not have the same concept of product life cycle as goods because O customers must have and cannot do without the service Customers may tire of and want to replace the service provider, but the service is essential and retary o the maturity product stage is replaced with stability a and only none of these

Answer 1

Answer

19) as a determinant of service quality, reliability refers to:

✓ the ability to perform the promised service consistently, dependably, and accurately.

(Reliability in service refers to the ability of the provider to serve the customers' need with accuracy, dependability, and consistency.

Usefulness of products or services is the major requirement to satisfy the customers demand. It doesn't mean Reliance on the quality of the service provider.

Service after sales depends on the policies, and is intended to avoid post purchase disclosure.

Ability to convey trust and confidence is service assurance.

Willingness and readiness to provide services refers to the responsiveness of the provider.)

20) quality certification:

✓ iso 9000.

(Iso 9000 include the series of standards that must be followed by every suppliers, to maintain quality of the products/services. These standards provide certification to the companies and make them comply the standards to better serving the needs of the people and other organisations.

MBNQA- baldrige award provide guidelines to the supplier companies, in order to maintain a strong competition, and also awards the best performer in terms of quality products/services.

Pert is a technique in project management to schedule activities and identify the project duration.)

21) ✓the maturity of product lifecycle stage is replaced with stability.

(Customers switching to other service providers doesn't impact the lifecycle of the service, Infact the requirements does.

Customers may or may not require services. As long as they require, the service lifecycle evolves to be more stable and each stage is improved with a feedback mechanism.

Where a product recahes maturity, it might definitely reach a decline point. But, in service lifecycle, the maturity stage converts to a stability stage, where the service is improved continuously.)

(Note: please like the answer it will encourage me. DO comment if any correction required before disliking.)