Which of the following statements regarding \"quality\" is false? Answer a. Impr

Question

Which of the following statements regarding "quality" is false?
Answer
a. Improving quality often falls under the customer perspective of the balanced scorecard.
b. Quality is often defined as meeting or exceeding customers' expectations.
c. Quality requires that a product be reliable and durable and that these features be provided at a competitive price.
d. Studies have found that companies that spend less on quality costs have higher operating income than those companies who spend more on quality costs.

Explanation / Answer

b. Quality is often defined as meeting or exceeding customers' expectations.

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