35 and 36

QUESTION 35 Quality control refers to the: O efforts of an organization to replace quality with productivity. O inspections conducted by the government when a product's quality is above the required standard O efforts of an organization to reduce the quality standards set by the best-performing companies. O processes an organization uses to maintain its established quality standards O techniques an organization uses to minimize the quality of its products and services. QUESTION 36 Service experience tends to vary each time because: O of the tangible element inherent in delivering services. O services are less customized than tangible products. O services are not labor-intensive. O services can be easily separated from the point of consumption O of the human element inherent in providing services