1. Which of the following is a type of customer error that results during an encounter?
a. Failure to follow the instructions provided
b. Failure to signal service inadequacies
c. Failure to bring the necessary materials for the encounter
d. Failure to understand the role in the service transaction
2. Which of the following statements is true regarding kaizen?
a. It involves only the top management of the organization.
b. It focuses on small, gradual, and frequent improvements.
c. It requires very large financial investments.
d. It attempts to achieve radical improvements in a very short time period.
3. Statistical methods help managers make sense of data and gain insight about the:
a. ability of using statistics and quality tools in daily work.
b. nature of variation in all processes.
c. nature of variation in the processes they manage.
d. technology used for data analysis and visualization.
4. The collection of all possible outcomes of an experiment is called the _____.
a. event
b. population
c. sample space
d. random variable