Exam 1: Differing Perspectives on Quality

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.

Which of the following is not one of Garvin's eight quality dimensions?

Why is service quality more difficult to define than product quality?

If a process is capable, it will consistently produce products that meet specification.

Which of the following activities is related to quality assurance?

A service provider that consistently provides caring, individualized attention to its customers would score high on the ________ dimension of service quality.

________ is based on customers' opinion of products and services.

Employee empowerment involves removing decision-making responsibilities from the lowest levels in the organization, thereby freeing up those workers to accomplish more of their primary tasks.

The core values of an organization refer to guiding operating principles that simplify decision making in that organization.

________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.

If a process is stable, it will exhibit nonrandom special cause variation instead of random or common cause variation.

During statistical process control, if a process is ________ it will only exhibit random or common cause variation instead of nonrandom special cause variation.

Service reliability differs from product reliability in that it relates to the ability of the service provider to perform the promised service dependably and accurately.

________ is the willingness of the service provider to be helpful and prompt in providing service.

Electronic data interchange is used to link customer purchasing systems to supplier enterprise resource planning systems.

Which of the following is a core process activity in supply chain management?

In the ________ phase of quality control, a process is divided into its fundamental pieces.

________ is the ease of repair for a product.

In his value chain, Deming linked quality improvements to ________.

Life testing is a facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life.