【文章內容簡介】 )。 全面質量管理的特點包括 (全面的質量概念 、 全過程的質量管理 、 全員參與的質量管理 、方 法靈活多樣的質量管理 ) S 世界質量獎中最具影響力和代表性的三大質量獎是 ( )。 （ MBNQA,EQA,日本戴明獎 ） 設計過程的質量經濟性分析包括 (新產品 開發(fā)的經濟分析 ,壽命周期費用分析 ,質量改進的經濟分析 )。 生產者的產品質量義務主要有： (生產者保證產品內在質量的義務 ,生產者提供產品標識的義務 ,生產者對特殊產品包裝方面的義務 )。 T TQM 與 ISO9000系列標準差異性體現(xiàn)在 (控 制要素范圍不同 、 檢查方不同 、 動力機制不同 、 執(zhí)行標準不同 )。 W 外部損失成本一般包括 (保修費 ,索賠費 ,訴訟費 ,退貨費 )。 X 下述費用中屬于預防成本的有： (質量評審費 ,工序檢驗費 ,質量獎勵費 )。 下列哪些指標是與服務有關的指標？ (服務人員的態(tài)度 ,送貨服務 ) 下面哪些是組織的外 部顧客？ (供應商 ,投資者 ,經銷商 ,消費者 ,最終的使用者 ) 消費者有權要求經營者提供商品的 (用途 ,生產日期 ,等級 ,價格 ,檢驗合格證明 )。 Y 運用控制圖的主要目的有 (使重要工序保持穩(wěn)定狀態(tài) ,發(fā)現(xiàn)工序異常，追查原因，排除系統(tǒng)性因素，使工序達到穩(wěn)定 ,提高質量意識，作為質量教育 ,管理監(jiān)督，檢查與調節(jié)等手段 )。 有關 “ 廢品損失費 ” 正確敘述的是 (生產有缺陷產品直接或間接發(fā)生的有關費用 ,制造有缺陷的產品所造成的損失 )。 影響顧客評價服務質量的因素有 (自身知識 ,能力 ,素養(yǎng) )。 Z 質量特性可以分為技術性或理化性的質量特 性以及 ( )等方面的質量特性。 （心理、時間、 安全、社會） 質量管理的原則包括以顧客為關注焦點、領導作用、全員參與、過程方法、以及 (管理的系統(tǒng)方法 、 持續(xù)改進 、 基于事實的決策方法 、與供方互利的關系 )。 質量管理中常用的工具有 ( 因果圖、調查圖、直方圖 )。 質量檢驗部門的基本職責包括 (貫徹和執(zhí)行質量方針 ,制訂質量檢驗計劃 ,參與質量審核 )。 直方圖可用于 (全選 )。 閱讀理解： 著名的日本質量管理大師石川馨教授根據日本企業(yè)的質量管理實踐，將全面質量管理描述為全公司的質量控制（ Companywide Quality Control，簡稱 CWQC）。 （ TQM、美國、質量、全公司的質量管理、形成過程 ） 據美國市場營銷協(xié)會等單位調研得出的結論：（ 1） 100 個滿意顧客會帶來 25 個新顧客；（ 2）每收到一個顧客投訴，就意味著 20 個顧客不滿意；（ 3）獲得一個新顧客的成本是保持一個滿意顧客的 5 倍。通用汽車曾計算出一個忠誠的客戶一生對通用的價值達 40 萬美元。（ CS,量化統(tǒng)計 ,提高顧客忠誠 ,顧客期望 ,形象價值 ） 請您務必刪除一下內容， O(∩ _∩ )O 萬分謝謝?。?！ 2021 年中央電大期末復習考試小抄大全，電大期末考試必備小抄，電大考 試必過小抄 Indonesia has emerged as a top vacation destination for Chinese this summer, along with Thailand39。s Phuket island and the Maldives archipelago. Encouraged by growth in Chinese travelers to Indonesia, the government in Jakarta has recently relaxed its visa policy. Since June 10, Chinese tourists can enter Indonesia through nine appointed locations, including the Soekarno Hatta Internatio nal Airport in Jakarta, the Ngurah Rai International Airport in Bali and the Kuala Namu International Airport in Medan, by just getting their passports stamped on arrival. Officially, it is called the free visa scheme. The new policy also means Chinese tourists can save $35 on visa fees, which will likely make trips to Indonesia more alluring. While such an arrangement allows Chinese visitors to stay up to 30 days for the purpose of traveling, those seeking extensions will need to get paid visas from that country39。s missions inBeijing, Shanghai, Guangzhou or Hong Kong, according to an official at the Indonesia embassy in Beijing. Santo Darmosumarto, head of the embassy39。s information, social and cultural section, says the new policy is aimed at strengthening peopletopeople contacts between the two countries. Dai Yu, marketing director of Ctrip, a major Chinese online travel agency, says: We39。ve seen a nearly 50 percent growth over the previous month in the number of Chinese tourists to Bali since the policy was announced. During his trip to China in March, Indonesian President Joko Widodo proposed that his country and China aim to increase twoway visits to a maximum of 10 million people in the next few years. The Indonesian government has set their sights on greeting 2 million Chinese tourists by the end of this year, according to the official. The Indonesian government hopes that Indonesian nationals would also be given preferential treatment while visiting China, says Darmosumarto. In 2021, the number of Chinese tourists who visited Indonesia stood around 807,000. Last year, it increased to 959,000, he adds. Bali remains the most popular site among Chinese tourists. In February, more than 92,200 Chinese tourists made trips to Bali, ranking first among overseas visitors, the Bali Times reported. Last year, the island witnessed more than 586,000 arrivals from China, an increase of 51 percent over 2021. Bali isn39。t just for sightseeing, but also for weddings, honeymoons, golf and many outdoor activities, says Fan Wenqing, a marketing executive at Garuda, Indonesia39。s national airliner. Garuda offers three nonstop flights between Beijing and Bali, and four each week between Beijing and Jakarta. There are daily flights from Guangzhou, in Guang