Service quality management MCQs in Supply Chain

What is the primary goal of Service Quality Management in the supply chain?A) To reduce production costsB) To enhance customer satisfaction and meet customer expectationsC) To increase supplier lead times D) To expand market reach Answer: B) To enhance customer satisfaction and meet customer expectations
Which of the following frameworks is commonly used to assess and improve service quality?A) SWOT AnalysisB) PERT ChartC) SERVQUAL Model D) Fishbone Diagram Answer: C) SERVQUAL Model
In the context of service quality management, what does the acronym SERVQUAL stand for?A) Service Quality and SatisfactionB) Service Quality and ValueC) Service Quality and Service Excellence D) Service Quality and Customer Expectations Answer: D) Service Quality and Customer Expectations
What does the ‘Reliability’ dimension in the SERVQUAL model measure?A) The ability to perform the promised service dependably and accuratelyB) The responsiveness to customer needsC) The empathy shown to customers D) The physical appearance of service facilities Answer: A) The ability to perform the promised service dependably and accurately
Which of the following is NOT a dimension of the SERVQUAL model?A) TangiblesB) ReliabilityC) Empathy D) Flexibility Answer: D) Flexibility
Which tool is used to identify and prioritize service quality issues within an organization?A) Pareto ChartB) Gantt ChartC) Kanban Board D) Value Stream Map Answer: A) Pareto Chart
What is the purpose of ‘Service Blueprinting’ in service quality management?A) To map out the service delivery process and identify potential failure pointsB) To design marketing strategiesC) To forecast financial performance D) To manage supplier relationships Answer: A) To map out the service delivery process and identify potential failure points
Which of the following is a common method for gathering customer feedback in service quality management?A) Focus GroupsB) SWOT AnalysisC) Market Segmentation D) Financial Audits Answer: A) Focus Groups
What does ‘Customer Satisfaction Score (CSAT)’ measure?A) The cost efficiency of service deliveryB) The level of customer satisfaction with a service or productC) The return on investment for service improvements D) The speed of service delivery Answer: B) The level of customer satisfaction with a service or product
Which of the following is a technique used to ensure consistent service quality delivery?A) Standard Operating Procedures (SOPs)B) Customer Relationship Management (CRM) softwareC) Inventory Management Systems D) Product Development Cycles Answer: A) Standard Operating Procedures (SOPs)