Microlink IT College

HARDWARE AND
NETWORKING
SUPPORT SERVICE

Level IV

Unit of Competency:Establish Quality Standard

Module Title:Establish Quality Standard
Assignment_ 2: Individual Paper Assignment (Handwrite)

Name________________________Section_____________Id__________
1. What is SERVQUAL model in service quality?

is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a

service along the five dimensions that are believed to represent service quality. ... It has become the
dominant measurement scale in the area of service quality
2. How to measure customer satisfaction?

Measuring customer satisfaction metrics gives you valuable insights into your overall business
performance. Based on the insights you can enhance on the areas you are doing well and improve the
areas having loopholes.

Customer Satisfaction Score

The customer satisfaction score, or CSAT, is a time-tested metric. It is a customer satisfaction survey that
targets the customer with variations of a very basic question: “how would you rate your experience
interacting with our sales/customer service/support department?”

Net Promoter Score

The Net Promoter Score was introduced to account for the lack of predictive power of the CSAT when in
comes to customer loyalty.

Customer Effort Score

The Customer Effort Score takes a different approach to how to measure customer satisfaction than the
previous two methods. It asks the customer: “how hard did you have to work to get a problem
fixed/query answered/service rendered?”

3. List all HACCP Terminology?And write about each.

4. What is Quality function deployment (QFD)?

The average consumer today has a multitude of options available to select from for similar products
and services. Most consumers make their selection based upon a general perception of quality or
value. Consumers typically want “the most bang for their buck”. In order to remain competitive,
organizations must determine what is driving the consumer’s perception of value or quality in a
product or service. They must define which characteristics of the products such as reliability, styling
 or performance form the customer’s perception of quality and value. Many successful organizations
gather and integrate the Voice of the Customer (VOC) into the design and manufacture of their
products. They actively design quality and customer perceived value into their products and services.
These companies are utilizing a structured process to define their customer’s wants and needs and
transforming them into specific product designs and process plans to produce products that satisfy
the customer’s needs. The process or tool they are using is called Quality Function Deployment
(QFD).

5. What areStandard Operating Procedures (SOP’s)?

A standard operating procedure (SOP) is a set of step-by-step instructions compiled by an organization to

help workers carry out complex routine operations. SOPs aim to achieve efficiency, quality output and
uniformity of performance, while reducing miscommunication and failure to comply with industry
regulations.

The military (e.g. in the U.S. and UK) sometimes uses the term standing (rather than standard) operating
procedure because a military SOP refers to a unit's unique procedures, which are not necessarily standard
to another unit. The word "standard" can imply that only one (standard) procedure is to be used across all
units.

6. What is Quality Assurance (QA)?

Quality assurance (QA) is a way of preventing mistakes and defects in manufactured products and
avoiding problems when delivering products or services to customers; which ISO 9000 defines as "part of
quality management focused on providing confidence that quality requirements will be fulfilled".[1] This
defect prevention in quality assurance differs subtly from defect detection and rejection in quality control
and has been referred to as a shift left since it focuses on quality earlier in the process (i.e., to the left of a
linear process diagram reading left to right).[2]

The terms "quality assurance" and "quality control" are often used interchangeably to refer to ways of
ensuring the quality of a service or product.[3] For instance, the term "assurance" is often used as follows:
Implementation of inspection and structured testing as a measure of quality assurance in a television set
software project at Philips Semiconductors is described.[4] The term "control", however, is used to describe
the fifth phase of the Define, Measure, Analyze, Improve, Control (DMAIC) model. DMAIC is a data-
driven quality strategy used to improve processes.[5]

7. What is Quality Control (QC)?

Quality control (QC) is a procedure or set of procedures intended to ensure that a manufactured product or
performed service adheres to a defined set of quality criteria or meets the requirements of the client or
customer. QC is similar to, but not identical with, quality assurance (QA). While QA refers to the
confirmation that specified requirements have been met by a product or service, QC refers to the actual
inspection of these elements.
 8. The following are two principles included in Quality Assurance "Fit for purpose and "Right first time”.
Write the difference between them?

Quality assurance includes two principles: "Fit for purpose" (the product should be suitable for the
intended purpose); and "right first time" (mistakes should be eliminated). QA includes management
of the quality of raw materials, assemblies, products and components, services related to production,
and management, production and inspection processes.[7] The two principles also manifest before the
background of developing (engineering) a novel technical product: The task of engineering is to
make it work once, while the task of quality assurance is to make it work all the time. [8]
9. What is Suitable quality?

in business, engineering, and manufacturing, quality has a pragmatic interpretation as the non-inferiority or
superiority of something; it's also defined as being suitable for its intended (fitness for purpose) while ...
Producers might measure the conformance quality, or degree to which the product/service was produced ...

10. What is the difference between Quality and standard?

is that standard is falling within an accepted range of size, amount, power, quality, etc while quality is
being of good worth, well made, fit for purpose.

Prepared by: BetelhemDebebe

Submit within 15 days