stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
Sports Equipment and Facilities_TOPIC 4 Flashcards | StudBud
Explore
/
Sports Equipment and Facilities_TOPIC 4
Sports Equipment and Facilities_TOPIC 4
33 terms
·
StudBud Administration
·
13 plays
Imported from external platform
Flashcards
33 cards
F
Practice quiz
P
Host live
L
Questions
33
Answers
1
What does ISO stand for?
International Standards Operation
International Sports Organization
International Organization for Standardization
Internal Systems Order
2
What type of questions should satisfaction surveys ideally include?
Yes/No only
Closed questions
Open essays
Multiple choice with five answers
3
What is one objective of the ISO 9001 certification?
Standardize quality processes
Offer new services
Increase staff salary
Get more customers
4
Why is it important to use indicators in quality tools?
To measure performance objectively
To analyze customer profiles
To decorate reports
To reduce internet use
5
Why might users not file complaints?
They are not allowed to
They forget how to write
They feel the effort is not worth it
They enjoy complaining in person
6
What is the Balanced Scorecard mainly used for?
Measuring performance through indicators
Cleaning equipment
Advertising events
Scheduling training
7
Which of the following is a characteristic of service quality?
Visibility
Simplicity
Intangibility
Durability
8
What is a key difference between services and products?
Services don’t need quality
Services can be touched
Services are produced in factories
Services are perceived
9
What percentage of dissatisfied users don’t complain?
95%
30%
50%
10%
10
What is the EFQM model primarily used for?
Creating new sports programs
Hiring new employees
Expanding facilities
Continuous improvement and orientation to customer
11
Which of these is NOT a TQM technique?
Continuous improvement
Increasing competition
Employee involvement
Innovation in processes
12
In the Balanced Scorecard, what is “learning and growth” related to?
Water consumption
Class scheduling
Staff development and innovation
Facility rent
13
What is the main characteristic of a process map?
It shows customer names
It visually represents a workflow
It includes only financial indicators
It tracks employee salaries
14
Which tool includes indicators like water temperature and class size?
Customer service charter
Quality manual
Internal audit
ISO 14001
15
Why is user satisfaction key?
It replaces management
It ensures loyalty and future use
It reduces the need for equipment
It lowers expenses
16
What is the first step in creating a process map?
Identify the process
Ask for user feedback
Use color codes
Choose the best diagram
17
Who is considered the internal customer?
Stakeholders
Members of the public
Employees and suppliers
Visitors
18
What is a mission in a quality manual?
Statement of purpose and identity
Equipment purchase list
List of users
Quality indicators
19
What does "doing things right from the beginning" refer to?
Process evaluation
A principle of quality
Customer feedback
Equipment design
20
What is the “Customer Service Charter”?
A public document stating services and commitments
A staff evaluation method
An internal document
A list of sports offered
21
What should a Quality Manual define?
Marketing campaigns
What the organization does
Prices of services
Number of users
22
What is “perceived quality” based on?
User experience and expectations
Facility cost
Number of complaints
Internal audits
23
Which quality tool is meant for external use?
Internal bulletin
Training sessions
Balanced scorecard
Satisfaction survey
24
What is an indicator of employee satisfaction?
Turnover rate
Marital status
Age
Distance from home
25
What is one reason for implementing a Quality Management System in sports services?
To increase taxes
To reduce sports activities
To cut communication
To improve internal and external customer service
26
What should be considered when designing a satisfaction survey?
Size of the survey team
National statistics
Number of seats in the facility
Sociodemographic data of respondents
27
What does "suitability for intended use" refer to?
Sports facility quality
Number of users
Equipment cost
Customer age
28
What is SERVQUAL?
A service quality evaluation model
A gym brand
A complaint platform
A facility cleaning tool
29
What is the main goal of Total Quality Management in sports facilities?
Increase facility size
Reduce employee workload
Lower the prices of services
Satisfy stakeholders' needs and expectations
30
What do process maps help improve in facilities?
Recruitment processes only
Decoration
Maintenance, procurement, and services
Social media campaigns
31
What is a requirement of ISO 9001 implementation?
Increase profits
Free access for all users
Reduce working hours
Written documentation of processes
32
What is the correct relation: Expectations = Perception?
DISSATISFIED
SATISFIED
EXCEEDED
DISENGAGED
33
Which ISO standard is focused on environmental impact?
ISO 12345
ISO 14001
ISO 9001
ISO 5000
