Identify one of the key tasks that has to be completed as a part of QMS Plan ?

Evaluate Information to Determine Compliance with Standards

One of the factors measured through Your View Programme is:?

Knowledge and courtesy of employees

Analysis of data and information

Field Support personnel utilizes GCS Activities report in order to:

Check status of the Stores in their respective zones

View overall performance of service (SHOPPIE and VOC)

Analyze and view the status of the SHOPPIE Actual vs. the quarterly plan

Check status of the Stores in their respective zones

View status of VOC responses and scores

Quality Assurance - Quiz 1

1.

Identify one of the key tasks that has to be completed as a part of QMS Plan ?
- A.
  
  Evaluate Information to Determine Compliance with Standards
- B.
  
  Administration and Management
- C.
  
  Management Review
- D.
  
  Customer and Personal Service
- E.
  
  Fiscal Budgets
Correct Answer
C. Management Review

Explanation
As a part of the Quality Management System (QMS) plan, one of the key tasks that needs to be completed is conducting a management review. This involves evaluating the effectiveness and efficiency of the management processes and systems in place. It includes analyzing the performance of the organization, identifying areas of improvement, and ensuring that the QMS is meeting its objectives. This review helps to ensure that the QMS is continuously monitored and improved to meet the requirements of the organization and its customers.

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2.

What is the retention period for storing all original Internal Audit documentation?
- A.
  
  12 Months
- B.
  
  5 years
- C.
  
  3 Years
- D.
  
  5 Years
- E.
  
  6 Months
Correct Answer
C. 3 Years

Explanation
The correct answer is 3 Years. This means that all original Internal Audit documentation should be stored for a period of 3 years. This retention period ensures that the documentation is available for future reference, audits, or any legal or regulatory requirements. Storing the documentation for this duration allows for a sufficient timeframe to review and refer back to the information if needed.

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3.

One of the factors measured through Your View Programme is:?
- A.
  
  Knowledge and courtesy of employees
- B.
  
  Database Fields
- C.
  
  Analysis of data and information
- D.
  
  Email Notifications
- E.
  
  Variation Requests
Correct Answer
A. Knowledge and courtesy of employees

Explanation
The correct answer is "Knowledge and courtesy of employees." This factor is measured through the Your View Programme, which suggests that the program assesses the level of knowledge and courtesy displayed by employees. This could involve evaluating how well employees understand their job responsibilities and how they interact with customers or clients. By measuring this factor, the program aims to ensure that employees are knowledgeable and provide courteous service, which can contribute to customer satisfaction and loyalty.

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4.

Who provides personalized focus to support functions Divisional Heads to increase Your View submissions ?
- A.
  
  Champions
- B.
  
  Internal Customers
- C.
  
  Service Partner
- D.
  
  External Customers
- E.
  
  Alshaya reception
Correct Answer
C. Service Partner

Explanation
Service Partners provide personalized focus to support functions Divisional Heads to increase Your View submissions.

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5.

Feedback on GCS Activities Report to be maintained on ?
- A.
  
  Feedback Folder
- B.
  
  Suggestion file
- C.
  
  Feedback Tracker
- D.
  
  Comment Template
- E.
  
  Remark Tool
Correct Answer
C. Feedback Tracker

Explanation
The correct answer is "Feedback Tracker" because it is the most suitable tool for maintaining feedback on GCS activities. It allows for organized tracking and monitoring of feedback, making it easier to analyze and address any issues or suggestions. The other options, such as the Feedback Folder, Suggestion file, Comment Template, and Remark Tool, may not provide the same level of functionality and efficiency in managing feedback.

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6.

What can be used to track unethical practices and incidents of Alshaya Social Media ?
- A.
  
  Monitoring Data
- B.
  
  Satisfaction Survey
- C.
  
  Service Clinic
- D.
  
  Custom Report
- E.
  
  Quality Management System
Correct Answer
A. Monitoring Data

Explanation
Monitoring data can be used to track unethical practices and incidents of Alshaya Social Media. By monitoring the data related to social media activities, such as comments, posts, and interactions, the company can identify any unethical practices or incidents that may occur. This can help them take appropriate actions to address and rectify such issues, ensuring ethical behavior and maintaining a positive online reputation.

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7.

What is the frequency of ISO internal audit ?
- A.
  
  Yearly
- B.
  
  Weekly
- C.
  
  Monthly
- D.
  
  Bi-weekly
- E.
  
  Semiannually
Correct Answer
E. Semiannually

Explanation
ISO internal audits are conducted to ensure that an organization's processes and systems are in compliance with ISO standards. Conducting these audits on a semiannual basis means that they are done twice a year. This frequency allows the organization to regularly assess and improve their compliance with ISO standards, ensuring that any issues are identified and addressed in a timely manner.

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8.

What is the SLA for submitting High Priority CAPA ?
- A.
  
  3 working days
- B.
  
  5 days
- C.
  
  5 Working days
- D.
  
  3 days
- E.
  
  1 Working day
Correct Answer
A. 3 working days

Explanation
The SLA for submitting High Priority CAPA is 3 working days. This means that once a High Priority CAPA is identified, it must be submitted within 3 working days. This allows for prompt action to be taken in addressing the issue and implementing corrective actions.

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9.

Who can review/revise the SHOPPIE & Zone Targets with valid justification?
- A.
  
  MC Manager
- B.
  
  Contact Centre Manager
- C.
  
  QA Manager
- D.
  
  Regional Manager
- E.
  
  CE Manager
Correct Answer
D. Regional Manager

Explanation
The Regional Manager is responsible for overseeing multiple locations and ensuring consistent performance across the region. They have the authority to review and revise the SHOPPIE & Zone Targets with valid justification as they have a comprehensive understanding of the overall performance and goals of the region. The MC Manager, Contact Centre Manager, QA Manager, and CE Manager may have expertise in specific areas, but the Regional Manager has the broader perspective needed to make informed decisions about the targets.

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10.

Field Support personnel utilizes GCS Activities report in order to:
- A.
  
  View overall performance of service (SHOPPIE and VOC)
- B.
  
  Analyze and view the status of the SHOPPIE Actual vs. the quarterly plan
- C.
  
  Check status of the Stores in their respective zones
- D.
  
  View status of VOC responses and scores
- E.
  
  Service Target Setting
Correct Answer
C. Check status of the Stores in their respective zones

Explanation
The GCS Activities report is used by Field Support personnel to check the status of the stores in their respective zones. This report allows them to monitor and track the performance of each store, ensuring that they are meeting the required standards and targets. By viewing the status of the stores, Field Support personnel can identify any issues or areas for improvement and take appropriate actions to address them. This helps in ensuring the overall quality and effectiveness of the service provided by the stores.

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