Question 1

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

Accepted Answer

A) Assurance 
B) Service reliability 
C) Responsiveness 
D) Empathy 
E) Conformance 
A) Assurance 
B) Service reliability 
C) Responsiveness 
D) Empathy 
E) Conformance

Question 2

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

Accepted Answer

A) The spheres occur in a sequential order starting with quality management 
B) The spheres are unrelated to one another 
C) The spheres of quality assurance and quality control overlap with quality management, but not with one another 
D) Quality management overlaps with quality assurance, while quality control is unrelated 
E) All three spheres are related to one another and possess overlapping functions 
A) The spheres occur in a sequential order starting with quality management 
B) The spheres are unrelated to one another 
C) The spheres of quality assurance and quality control overlap with quality management, but not with one another 
D) Quality management overlaps with quality assurance, while quality control is unrelated 
E) All three spheres are related to one another and possess overlapping functions

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Which of the following activities is related to quality control?

Accepted Answer

A) creating a quality organizational culture 
B) concurrent engineering 
C) providing employee recognition 
D) off-line experimentation 
E) performing acceptance sampling 
A) creating a quality organizational culture 
B) concurrent engineering 
C) providing employee recognition 
D) off-line experimentation 
E) performing acceptance sampling

Question 5

Alignment refers to consistency between different operational subplans and the overall strategic plan.

Accepted Answer

A) True 
 B)False

Question 6

An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.

Accepted Answer

A) True 
 B)False

Question 7

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

Accepted Answer

A) True 
 B)False

Question 8

360-degree evaluation 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) True 
 B)False

Question 9

________ is the ease of repair for a product.

Accepted Answer

A) Durability 
B) Reliability 
C) Conformance 
D) Contiguity 
E) Serviceability 
A) Durability 
B) Reliability 
C) Conformance 
D) Contiguity 
E) Serviceability

Question 10

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

Accepted Answer

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

Question 11

The primary marketing tools for influencing customer perceptions of quality are ________.

Accepted Answer

A) features and aesthetics 
B) price and advertising 
C) value and conformance 
D) durability and reliability 
E) manufacturing integrity and serviceability 
A) features and aesthetics 
B) price and advertising 
C) value and conformance 
D) durability and reliability 
E) manufacturing integrity and serviceability

Question 12

Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell.

Accepted Answer

A) True 
 B)False

Question 13

Describe the relevance of the "systems view" to our understanding of quality management.

Accepted Answer

Operations management utilizes the syste

Question 14

Which of the following activities is related to quality assurance?

Accepted Answer

A) providing leadership and support 
B) reducing process variability 
C) facilitating organizational communication 
D) performing acceptance sampling 
E) experimental design 
A) providing leadership and support 
B) reducing process variability 
C) facilitating organizational communication 
D) performing acceptance sampling 
E) experimental design

Question 15

________ engineering has resulted in the simultaneous performance of product and process design activities.

Accepted Answer

A) Stepwise 
B) Progressive 
C) Incremental 
D) Concurrent 
E) Discrete 
A) Stepwise 
B) Progressive 
C) Incremental 
D) Concurrent 
E) Discrete

Question 16

The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________.

Accepted Answer

A) life testing 
B) reengineering 
C) concurrent prototyping 
D) value stream mapping 
E) statistical process control 
A) life testing 
B) reengineering 
C) concurrent prototyping 
D) value stream mapping 
E) statistical process control

Question 17

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

Accepted Answer

A) performance 
B) conformance 
C) features 
D) aesthetics 
E) perceived quality 
A) performance 
B) conformance 
C) features 
D) aesthetics 
E) perceived quality

Question 18

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

Accepted Answer

A) Reengineering 
B) Statistical process control 
C) Redundancy testing 
D) Concurrent engineering 
E) Life testing 
A) Reengineering 
B) Statistical process control 
C) Redundancy testing 
D) Concurrent engineering 
E) Life testing

Question 19

The activities performed within each of the spheres of quality do not overlap because they are mutually exclusive and unrelated to one another.

Accepted Answer

A) True 
 B)False

Question 20

Statistical process control is associated with which of the following perspectives of quality?

Accepted Answer

A) operations 
B) marketing 
C) human resources 
D) engineering 
E) strategic management 
A) operations 
B) marketing 
C) human resources 
D) engineering 
E) strategic management

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

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

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

Which of the following activities is related to quality control?

Alignment refers to consistency between different operational subplans and the overall strategic plan.

An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

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

________ is the ease of repair for a product.

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

The primary marketing tools for influencing customer perceptions of quality are ________.

Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell.

Describe the relevance of the "systems view" to our understanding of quality management.

Which of the following activities is related to quality assurance?

________ engineering has resulted in the simultaneous performance of product and process design activities.

The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________.

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

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

The activities performed within each of the spheres of quality do not overlap because they are mutually exclusive and unrelated to one another.

Statistical process control is associated with which of the following perspectives of quality?

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

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

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

Which of the following activities is related to quality control?

Alignment refers to consistency between different operational subplans and the overall strategic plan.

An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

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

________ is the ease of repair for a product.

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

The primary marketing tools for influencing customer perceptions of quality are ________.

Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell.

Describe the relevance of the "systems view" to our understanding of quality management.

Which of the following activities is related to quality assurance?

________ engineering has resulted in the simultaneous performance of product and process design activities.

The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________.

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

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

The activities performed within each of the spheres of quality do not overlap because they are mutually exclusive and unrelated to one another.

Statistical process control is associated with which of the following perspectives of quality?

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