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ISO20KF Questions and Answers

Question # 1

Which of the aspects listed below is included in ISO/IEC 20000?

A.

Customer communication

B.

Employee motivation

C.

Social responsibility

D.

Standard products

Question # 2

Who has a responsibility in continual improvement?

A.

the customer

B.

all employees

C.

Quality experts only

D.

Management only

Question # 3

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A.

agreeing to the quality policy and objectives with the Change Manager

B.

determining and providing the resources necessary to attain the quality objectives

C.

determining the needs and expectations of Customers and other interested parties

D.

establishing methods to measure the effectiveness and efficiency of each process

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