Question 1

Which of the following terms best represents a firm's ability to achieve market superiority?

Accepted Answer

A) Flexibility 
B) Competitive advantage 
C) Quality assurance 
D) Agility 
A) Flexibility 
B) Competitive advantage 
C) Quality assurance 
D) Agility

Question 2

Which of the following is a negative impact of information technology on the customer service provided by service organizations?

Accepted Answer

A) It has increased the labor intensity involved in the production of services. 
B) It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers. 
C) It has decreased the speed of service. 
D) It has restricted the ability of the customers to compare products with competitor brands before making a purchase. 
A) It has increased the labor intensity involved in the production of services. 
B) It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers. 
C) It has decreased the speed of service. 
D) It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

Question 3

Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

Accepted Answer

A) Product perspective 
B) Value perspective 
C) Transcendent perspective 
D) Manufacturing perspective 
A) Product perspective 
B) Value perspective 
C) Transcendent perspective 
D) Manufacturing perspective

Question 4

Which was the first program at Xerox that linked managers with employees in a mutual problem-solving approach and served as a model for other corporations?

Accepted Answer

Xerox had always had good relationships

Question 5

What are the key areas in corporation health that are measured by the executive management team balanced scorecard at Huawei?

Accepted Answer

The balanced scorecard at Huaw

Question 6

Customers evaluate a service primarily by the:

Accepted Answer

A) speed of the service. 
B) accuracy of the service. 
C) quality of the human contact. 
D) degree of customization offered by the service. 
A) speed of the service. 
B) accuracy of the service. 
C) quality of the human contact. 
D) degree of customization offered by the service.

Question 7

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

Accepted Answer

A) Manufacturing perspective 
B) User perspective 
C) Value perspective 
D) Transcendent perspective 
A) Manufacturing perspective 
B) User perspective 
C) Value perspective 
D) Transcendent perspective

Question 8

List some the most obvious impacts of the Leadership Through Quality program at Xerox.

Accepted Answer

From the initiation of Leadership Throug

Question 9

What is the quality policy of Xerox written by Kearns and 25 other top employees of Xerox?

Accepted Answer

Kearns and the company's top 25 managers

Question 10

The marketing and sales department in an organization contributes to the quality of the product by:

Accepted Answer

A) bringing together technical staffs from both the buyer's and supplier's companies to design products and solve technical problems. 
B) designing and maintaining the tools used in manufacturing and inspection of goods. 
C) learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. 
D) ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract. 
A) bringing together technical staffs from both the buyer's and supplier's companies to design products and solve technical problems. 
B) designing and maintaining the tools used in manufacturing and inspection of goods. 
C) learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. 
D) ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

Question 11

What are the basic principles of Xerox which support its core value "We deliver quality and excellence in all we do"?

Accepted Answer

The basic principles of Xerox which supp

Question 12

Although quality can drive business success,it cannot guarantee it,and one must not infer that business failures or stock price drops are the result of poor quality.

Accepted Answer

A) True 
 B)False

Question 13

Shenzen Electronics,a cell phone manufacturing company,buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories.For Atid Infotech,Shenzen is a(n)_____.

Accepted Answer

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

Question 14

Services are produced prior to consumption.

Accepted Answer

A) True 
 B)False

Question 15

Customers generally view quality from the _____ perspective.

Accepted Answer

A) user 
B) manufacturing 
C) value 
D) transcendent 
A) user 
B) manufacturing 
C) value 
D) transcendent

Question 16

It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want,and the prices they are willing to pay for those products.

Accepted Answer

A) True 
 B)False

Question 17

Instituting a strategy of quality improvement usually helps to increase short-run profitability.

Accepted Answer

A) True 
 B)False

Question 18

The quality assurance function helps to achieve quality by:

Accepted Answer

A) ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries. 
B) ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation. 
C) providing special statistical studies and analyses to the manufacturing or business support functions. 
D) authorizing sufficient budgeting for equipment, training, and other means of assuring quality. 
A) ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries. 
B) ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation. 
C) providing special statistical studies and analyses to the manufacturing or business support functions. 
D) authorizing sufficient budgeting for equipment, training, and other means of assuring quality.

Question 19

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm,mobile and iPod charger,radio and many more.The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.

Accepted Answer

A) value 
B) user 
C) product 
D) transcendent 
A) value 
B) user 
C) product 
D) transcendent

Question 20

The user perspective of quality judges a product based on how well the product performs its intended function.

Accepted Answer

A) True 
 B)False

Which of the following terms best represents a firm's ability to achieve market superiority?

Which of the following is a negative impact of information technology on the customer service provided by service organizations?

Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

Which was the first program at Xerox that linked managers with employees in a mutual problem-solving approach and served as a model for other corporations?

What are the key areas in corporation health that are measured by the executive management team balanced scorecard at Huawei?

Customers evaluate a service primarily by the:

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

List some the most obvious impacts of the Leadership Through Quality program at Xerox.

What is the quality policy of Xerox written by Kearns and 25 other top employees of Xerox?

The marketing and sales department in an organization contributes to the quality of the product by:

What are the basic principles of Xerox which support its core value "We deliver quality and excellence in all we do"?

Although quality can drive business success,it cannot guarantee it,and one must not infer that business failures or stock price drops are the result of poor quality.

Shenzen Electronics,a cell phone manufacturing company,buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories.For Atid Infotech,Shenzen is a(n)_____.

Services are produced prior to consumption.

Customers generally view quality from the _____ perspective.

It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want,and the prices they are willing to pay for those products.

Instituting a strategy of quality improvement usually helps to increase short-run profitability.

The quality assurance function helps to achieve quality by:

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm,mobile and iPod charger,radio and many more.The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.

The user perspective of quality judges a product based on how well the product performs its intended function.

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 1: Introduction to Quality

Which of the following terms best represents a firm's ability to achieve market superiority?

Which of the following is a negative impact of information technology on the customer service provided by service organizations?

Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

Which was the first program at Xerox that linked managers with employees in a mutual problem-solving approach and served as a model for other corporations?

What are the key areas in corporation health that are measured by the executive management team balanced scorecard at Huawei?

Customers evaluate a service primarily by the:

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

List some the most obvious impacts of the Leadership Through Quality program at Xerox.

What is the quality policy of Xerox written by Kearns and 25 other top employees of Xerox?

The marketing and sales department in an organization contributes to the quality of the product by:

What are the basic principles of Xerox which support its core value "We deliver quality and excellence in all we do"?

Although quality can drive business success,it cannot guarantee it,and one must not infer that business failures or stock price drops are the result of poor quality.

Shenzen Electronics,a cell phone manufacturing company,buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories.For Atid Infotech,Shenzen is a(n)_____.

Services are produced prior to consumption.

Customers generally view quality from the _____ perspective.

It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want,and the prices they are willing to pay for those products.

Instituting a strategy of quality improvement usually helps to increase short-run profitability.

The quality assurance function helps to achieve quality by:

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm,mobile and iPod charger,radio and many more.The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.

The user perspective of quality judges a product based on how well the product performs its intended function.

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters