Question 1

According to Garvin's quality dimensions,which one of the following definitions does NOT match the associated dimension?

Accepted Answer

A) Dimension: features; Definition: the "bells and whistles" of a product 
B) Dimension: aesthetics; Definition: how a product looks, feels, smells, etc. 
C) Dimension: reliability; Definition: a product's primary operating characteristics 
D) Dimension: conformance; Definition: the degree to which the product meets pre-established standards 
A) Dimension: features; Definition: the "bells and whistles" of a product 
B) Dimension: aesthetics; Definition: how a product looks, feels, smells, etc. 
C) Dimension: reliability; Definition: a product's primary operating characteristics 
D) Dimension: conformance; Definition: the degree to which the product meets pre-established standards

Question 2

A product's primary operating characteristics is referred to as the "performance" dimension of quality.

Accepted Answer

A) True 
 B)False

Question 3

Dave noticed that where he gets his haircut at Hair Town,there is an employee who (every 15 minutes)sweeps up the hair that has fallen on the floor.By doing this,the management at Hair Town is trying to affect which quality dimension?

Accepted Answer

A) Reliability 
B) Tangibles 
C) Competence 
D) Empathy 
A) Reliability 
B) Tangibles 
C) Competence 
D) Empathy

Question 4

Gross present value of the customer (GPVC)is defined as the revenue associated with a customer minus expenses need to serve the customer,discounted over time.

Accepted Answer

A) True 
 B)False

Question 5

Measurable performance levels that define the quality of customer contact with an organization's representatives are known as:

Accepted Answer

A) customer contact requirements. 
B) quality function deployments. 
C) indexed service standards. 
D) consumer benefits packages. 
A) customer contact requirements. 
B) quality function deployments. 
C) indexed service standards. 
D) consumer benefits packages.

Question 6

The physical facility and equipment of a resort hotel represent which dimension of service quality?

Accepted Answer

A) Responsiveness 
B) Tangibles 
C) Reliability 
D) Assurance 
A) Responsiveness 
B) Tangibles 
C) Reliability 
D) Assurance

Question 7

Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise.Bill is John's ____________.

Accepted Answer

A) internal customer 
B) external customer 
C) internal supplier 
D) external supplier 
A) internal customer 
B) external customer 
C) internal supplier 
D) external supplier

Question 8

According to Kano's classification of customer requirements,a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements?

Accepted Answer

A) Dissatisfier 
B) Satisfier 
C) Exciter 
D) Delighter 
A) Dissatisfier 
B) Satisfier 
C) Exciter 
D) Delighter

Question 9

The willingness to schedule deliveries at the customer's convenience,explaining technical jargon in a layperson's language,and recognizing regular customers by name are all examples of the _____ dimension of service quality.

Accepted Answer

A) reliability 
B) assurance 
C) responsiveness 
D) empathy 
A) reliability 
B) assurance 
C) responsiveness 
D) empathy

Question 10

Describe how a Six Sigma project may lead to increase customer satisfaction.

Accepted Answer

The answer should focus on the project's

Question 11

One useful tool for organizing large volumes of information efficiently and identifying natural patterns or groupings in the information is the _____.

Accepted Answer

A) interrelationship diagraph 
B) tree diagram 
C) matrix diagram 
D) affinity diagram 
A) interrelationship diagraph 
B) tree diagram 
C) matrix diagram 
D) affinity diagram

Question 12

Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT:

Accepted Answer

A) using poor satisfaction measurement schemes 
B) failing to weight quality dimensions equally 
C) confusing loyalty with satisfaction 
D) failing to identify appropriate quality dimensions 
A) using poor satisfaction measurement schemes 
B) failing to weight quality dimensions equally 
C) confusing loyalty with satisfaction 
D) failing to identify appropriate quality dimensions

Question 13

_____ is the product quality dimension which relates to the degree to which a product's physical and performance characteristics match pre-established standards.

Accepted Answer

A) Features 
B) Performance 
C) Conformance 
D) Serviceability 
A) Features 
B) Performance 
C) Conformance 
D) Serviceability

Question 14

The net present value of the customer relates to:

Accepted Answer

A) the cost to keep the customer minus the cost to replace the customer. 
B) the profit gained from the customer minus the cost to keep the customer. 
C) the total profits gained from the customer discounted over time. 
D) the revenue gained from the customer after deducting rebates. 
A) the cost to keep the customer minus the cost to replace the customer. 
B) the profit gained from the customer minus the cost to keep the customer. 
C) the total profits gained from the customer discounted over time. 
D) the revenue gained from the customer after deducting rebates.

Question 15

A car's fit and finish and freedom from noises and squeaks can reflect this dimension.

Accepted Answer

A) Performance 
B) Features 
C) Conformance 
D) Aesthetics 
A) Performance 
B) Features 
C) Conformance 
D) Aesthetics

Question 16

Which one of the following is least likely to occur?

Accepted Answer

A) Actual quality exceeds design quality 
B) Expected quality exceeds actual quality 
C) Actual quality exceeds perceived quality 
D) Design quality exceeds expected quality 
A) Actual quality exceeds design quality 
B) Expected quality exceeds actual quality 
C) Actual quality exceeds perceived quality 
D) Design quality exceeds expected quality

Question 17

Efficient customer satisfaction measurement schemes should try to identify:

Accepted Answer

A) the customer's importance and the firm's performance of key quality characteristics. 
B) inconsistencies in satisfaction responses of the target customer group. 
C) the firm's performance of key quality characteristics but not the customer's importance. 
D) key customer groups that provide the major revenue to the business. 
A) the customer's importance and the firm's performance of key quality characteristics. 
B) inconsistencies in satisfaction responses of the target customer group. 
C) the firm's performance of key quality characteristics but not the customer's importance. 
D) key customer groups that provide the major revenue to the business.

Question 18

One way to evaluate customer satisfaction and use it effectively is to collect information on both the importance and the performance of _____.

Accepted Answer

A) the marketing process 
B) customer service personnel 
C) key quality characteristics 
D) sales data. 
A) the marketing process 
B) customer service personnel 
C) key quality characteristics 
D) sales data.

Question 19

Which of the following is NOT a dimension of product quality listed in the textbook?

Accepted Answer

A) Performance 
B) Responsiveness 
C) Features 
D) Conformance 
A) Performance 
B) Responsiveness 
C) Features 
D) Conformance

Question 20

The outcome of the production process that is delivered to the customer is referred to as:

Accepted Answer

A) net quality. 
B) design quality. 
C) perceived quality. 
D) actual quality. 
A) net quality. 
B) design quality. 
C) perceived quality. 
D) actual quality.

According to Garvin's quality dimensions,which one of the following definitions does NOT match the associated dimension?

A product's primary operating characteristics is referred to as the "performance" dimension of quality.

Dave noticed that where he gets his haircut at Hair Town,there is an employee who (every 15 minutes)sweeps up the hair that has fallen on the floor.By doing this,the management at Hair Town is trying to affect which quality dimension?

Gross present value of the customer (GPVC)is defined as the revenue associated with a customer minus expenses need to serve the customer,discounted over time.

Measurable performance levels that define the quality of customer contact with an organization's representatives are known as:

The physical facility and equipment of a resort hotel represent which dimension of service quality?

Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise.Bill is John's ____________.

According to Kano's classification of customer requirements,a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements?

The willingness to schedule deliveries at the customer's convenience,explaining technical jargon in a layperson's language,and recognizing regular customers by name are all examples of the _____ dimension of service quality.

Describe how a Six Sigma project may lead to increase customer satisfaction.

One useful tool for organizing large volumes of information efficiently and identifying natural patterns or groupings in the information is the _____.

Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT:

_____ is the product quality dimension which relates to the degree to which a product's physical and performance characteristics match pre-established standards.

The net present value of the customer relates to:

A car's fit and finish and freedom from noises and squeaks can reflect this dimension.

Which one of the following is least likely to occur?

Efficient customer satisfaction measurement schemes should try to identify:

One way to evaluate customer satisfaction and use it effectively is to collect information on both the importance and the performance of _____.

Which of the following is NOT a dimension of product quality listed in the textbook?

The outcome of the production process that is delivered to the customer is referred to as:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 5: Focusing On Customers

According to Garvin's quality dimensions,which one of the following definitions does NOT match the associated dimension?

A product's primary operating characteristics is referred to as the "performance" dimension of quality.

Dave noticed that where he gets his haircut at Hair Town,there is an employee who (every 15 minutes)sweeps up the hair that has fallen on the floor.By doing this,the management at Hair Town is trying to affect which quality dimension?

Gross present value of the customer (GPVC)is defined as the revenue associated with a customer minus expenses need to serve the customer,discounted over time.

Measurable performance levels that define the quality of customer contact with an organization's representatives are known as:

The physical facility and equipment of a resort hotel represent which dimension of service quality?

Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise.Bill is John's ____________.

According to Kano's classification of customer requirements,a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements?

The willingness to schedule deliveries at the customer's convenience,explaining technical jargon in a layperson's language,and recognizing regular customers by name are all examples of the _____ dimension of service quality.

Describe how a Six Sigma project may lead to increase customer satisfaction.

One useful tool for organizing large volumes of information efficiently and identifying natural patterns or groupings in the information is the _____.

Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT:

_____ is the product quality dimension which relates to the degree to which a product's physical and performance characteristics match pre-established standards.

The net present value of the customer relates to:

A car's fit and finish and freedom from noises and squeaks can reflect this dimension.

Which one of the following is least likely to occur?

Efficient customer satisfaction measurement schemes should try to identify:

One way to evaluate customer satisfaction and use it effectively is to collect information on both the importance and the performance of _____.

Which of the following is NOT a dimension of product quality listed in the textbook?

The outcome of the production process that is delivered to the customer is referred to as:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters