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AIS 25 Questions with correct Answers

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AIS 25 Questions with correct Answers Quality Revolution A broad term used to describe the shift in outlook among managers and executives in all organizations that arose with the growing realization that quality can be equated with customer satisfaction This movement recognizes the need for cont...

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  • August 4, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • ais 25 questions with correct answers
  • quality revolution a broad term used to describe t
  • continuous improvement the organizational conditio
  • intangibility the absence of physical characterist

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AIS 25 Questions with correct Answers

Quality Revolution - answer A broad term used to describe the shift in outlook among
managers and executives in all organizations that arose with the growing realization that
quality can be equated with customer satisfaction This movement recognizes the need
for continuous improvement of services

Continuous improvement - answer The organizational condition achieved through
customer orientation, process improvement, and employee involvement

Intangibility - answer The absence of physical characteristics For continuous
improvement efforts, it underscores the difficulty of measuring or quantifying service

Quality initiatives - answer A way to respond to an increasingly competitive business
environment and a means of improving service

Change in business operations - answer Tends to be initiated by an internal desire to
improve the organization or by external forces, which usually consist of competitive,
financial, or technology forces

Juran Trilogy - answer Quality planning, Quality control, and Quality improvement

Quality planning - answer A process that identifies the customers, their
requirements, the product and service features the customers expect, and the
processes that will deliver those products and services with the correct attributes and
facilitates the transfer of this knowledge to the producing arm of the organization

Quality control - answer A process in which the product is actually examined and
problems detected are then corrected

Quality Improvement - answer A process in which the sustaining mechanisms are
put in place so that quality can be achieved on a continuous basis. This includes
allocating resources, assigning people to pursue quality projects, training, and generally
establishing a structure to pursue quality and to maintain the gains secured

Joseph Juran and W. Edwards Deming - answer Generally credited with bringing the
Quality Revolution to America

Jan Carlzon - answer Established a reputation for his continuous improvement
efforts while chief executive officer of SAS, an international airline, he coined the term
"moments of truth," which has proven useful to students of continuous improvement

, Insurance product intangibility vs. customer satisfaction - answer The customer's
inability to physically hold the contract or understand the promise to pay future claims or
the benefits it provides for them

Insurance product complexity vs. customer satisfaction - answer Customers do not
understand the terminology used and associated with insurance policies and often do
not understand the benefits provided by the policy or the way insurance works

Insurance product legal status vs. customer satisfaction - answer Because an
insurance policy is a legal contract, the use of lawyers, courts, and judges is sometimes
needed to understand the benefits to which customers are entitled; producers and
insurers also help explain the provisions and benefits to customers.

Insurance product benefits vs. customer satisfaction - answer The benefit that
customers are most likely to recognize is revealed at the time of a loss, payment of
losses.

Benefits of insurance for the insured - answer Payment for losses, reduction of
uncertainty, loss control, efficient use of resources, and support for credit

Benefits of insurance for society - answer Reduction of social burdens, satisfaction of
legal and business requirements, and source of investment funds

Media influence on Insurance - answer When the media cite only the benefit of
insurance as the payment of losses, they minimize the value of that lone benefit,
consumers do not realize their significance and value

Karl Albrecht and Ron Zemke - answer Business experts who in their book, "Service
America," cite characteristics specific to services

Albrecht & Zemke's characteristics specific to services - answer (1) service is
produced at the instant of delivery and cannot be created in advance and stored in
inventory (2) service cannot be centrally produced, inspected, and stockpiled (3) service
cannot be demonstrated in advance, nor can a sample be sent in advance for approval
(4) in the absence of a tangible product, customers value service on the basis of their
own personal experience (5) the service experience cannot be resold or transferred to a
third party (6) faulty service cannot be recalled (7) quality assurance is required before
production (8) delivery of service usually requires human interaction (9) customers'
assessments of service quality are subjective and strongly influenced by expectations
and (10) customers' assessments of service quality tend to decrease in proportion to the
number of employees they encounter during the delivery of service

Insurance as a service - answer Approach customer satisfaction from this point of
view, insurance can and will be compared with other services rather than products, the
performance of the promise contained in an insurance policy, for instance, is produced

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