Question 1

________ is a performance evaluation process in which an employee's peers, supervisors, and subordinates are involved in evaluating the worker's performance.

Accepted Answer

A) Circular evaluation 
B) Upward-downward evaluation 
C) 360-degree evaluation 
D) Broad spectrum evaluation 
E) Inward-outward evaluation 
A) Circular evaluation 
B) Upward-downward evaluation 
C) 360-degree evaluation 
D) Broad spectrum evaluation 
E) Inward-outward evaluation C

Question 2

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?

Accepted Answer

A) responsiveness 
B) empathy 
C) service reliability 
D) assurance 
E) tangibles 
A) responsiveness 
B) empathy 
C) service reliability 
D) assurance 
E) tangibles C

Question 3

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.

Accepted Answer

A) True 
 B)False  True

Question 4

Two of the major emphases in engineering are the areas of ________.

Accepted Answer

A) manufacturing excellence and long-term planning 
B) product design and process design 
C) employee empowerment and workforce training 
D) supplier development and consumer growth 
E) marketing and sales 
A) manufacturing excellence and long-term planning 
B) product design and process design 
C) employee empowerment and workforce training 
D) supplier development and consumer growth 
E) marketing and sales

Question 5

Discuss the value-added perspective on quality.

Accepted Answer

A customer-based perspective on quality

Question 6

________ refers to the propensity for a product to perform consistently over its useful design life.

Accepted Answer

A) Conformance 
B) Durability 
C) Perceived quality 
D) Reliability 
E) Serviceability 
A) Conformance 
B) Durability 
C) Perceived quality 
D) Reliability 
E) Serviceability

Question 7

Discuss the origins and development of the supply chain perspective.

Accepted Answer

Supply chain management grew out of the

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) assurance 
B) responsiveness 
C) tangibles 
D) service reliability 
E) empathy 
A) assurance 
B) responsiveness 
C) tangibles 
D) service reliability 
E) empathy

Question 10

The marketing system involves the interactions between ________.

Accepted Answer

A) the producing organization, industry trade groups, and the final consumer 
B) the raw material supplier, the producing organization, and the intermediary 
C) the producing organization, the intermediary, and the final consumer 
D) the raw material supplier, the producing organization, and the final consumer 
E) the producing organization, the intermediary, and the regulatory agency 
A) the producing organization, industry trade groups, and the final consumer 
B) the raw material supplier, the producing organization, and the intermediary 
C) the producing organization, the intermediary, and the final consumer 
D) the raw material supplier, the producing organization, and the final consumer 
E) the producing organization, the intermediary, and the regulatory agency

Question 11

Which of the following best defines employee empowerment?

Accepted Answer

A) It involves moving decision making to the highest level in the organization. 
B) It involves moving decision making to mid-management levels in the organization. 
C) It involves moving decision making upwards in the chain of command. 
D) It involves moving decision making to the lowest level in the organization. 
E) It involves moving decision making outside the borders of the organization. 
A) It involves moving decision making to the highest level in the organization. 
B) It involves moving decision making to mid-management levels in the organization. 
C) It involves moving decision making upwards in the chain of command. 
D) It involves moving decision making to the lowest level in the organization. 
E) It involves moving decision making outside the borders of the organization.

Question 12

If a component has a relatively high probability for failure that will affect the overall function of a product, then ________ is applied so that a backup system can take over for the failed primary system.

Accepted Answer

A) redundancy 
B) life testing 
C) concurrent engineering 
D) statistical process control 
E) value stream mapping 
A) redundancy 
B) life testing 
C) concurrent engineering 
D) statistical process control 
E) value stream mapping

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Concurrent engineering has resulted in the simultaneous performance of product design and quality testing.

Accepted Answer

A) True 
 B)False

Question 15

The primary marketing tools for influencing customer perceptions of quality are conformance and reliability.

Accepted Answer

A) True 
 B)False

Question 16

The systems view is associated with which of the following perspectives of quality?

Accepted Answer

A) operations 
B) engineering 
C) marketing 
D) strategic management 
E) financial 
A) operations 
B) engineering 
C) marketing 
D) strategic management 
E) financial

Question 17

Quality development involves the processes that overarch and tie together the quality control and quality assurance activities.

Accepted Answer

A) True 
 B)False

Question 18

Reducing process variability and performing acceptance sampling are activities related to quality assurance.

Accepted Answer

A) True 
 B)False

Question 19

The marketing function trend that concentrates on satisfying and delivering value to the customer is known as ________.

Accepted Answer

A) common cause variation 
B) customer relationship management 
C) customer-centric approach 
D) special cause variation 
E) change management 
A) common cause variation 
B) customer relationship management 
C) customer-centric approach 
D) special cause variation 
E) change management

Question 20

Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?

Accepted Answer

A) empathy 
B) service reliability 
C) tangibles 
D) responsiveness 
E) assurance 
A) empathy 
B) service reliability 
C) tangibles 
D) responsiveness 
E) assurance

________ is a performance evaluation process in which an employee's peers, supervisors, and subordinates are involved in evaluating the worker's performance.

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?

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.

Two of the major emphases in engineering are the areas of ________.

Discuss the value-added perspective on quality.

________ refers to the propensity for a product to perform consistently over its useful design life.

Discuss the origins and development of the supply chain perspective.

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

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

The marketing system involves the interactions between ________.

Which of the following best defines employee empowerment?

If a component has a relatively high probability for failure that will affect the overall function of a product, then ________ is applied so that a backup system can take over for the failed primary system.

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

Concurrent engineering has resulted in the simultaneous performance of product design and quality testing.

The primary marketing tools for influencing customer perceptions of quality are conformance and reliability.

The systems view is associated with which of the following perspectives of quality?

Quality development involves the processes that overarch and tie together the quality control and quality assurance activities.

Reducing process variability and performing acceptance sampling are activities related to quality assurance.

The marketing function trend that concentrates on satisfying and delivering value to the customer is known as ________.

Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 1: Differing Perspectives on Quality

________ is a performance evaluation process in which an employee's peers, supervisors, and subordinates are involved in evaluating the worker's performance.

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?

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.

Two of the major emphases in engineering are the areas of ________.

Discuss the value-added perspective on quality.

________ refers to the propensity for a product to perform consistently over its useful design life.

Discuss the origins and development of the supply chain perspective.

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

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

The marketing system involves the interactions between ________.

Which of the following best defines employee empowerment?

If a component has a relatively high probability for failure that will affect the overall function of a product, then ________ is applied so that a backup system can take over for the failed primary system.

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

Concurrent engineering has resulted in the simultaneous performance of product design and quality testing.

The primary marketing tools for influencing customer perceptions of quality are conformance and reliability.

The systems view is associated with which of the following perspectives of quality?

Quality development involves the processes that overarch and tie together the quality control and quality assurance activities.

Reducing process variability and performing acceptance sampling are activities related to quality assurance.

The marketing function trend that concentrates on satisfying and delivering value to the customer is known as ________.

Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters