Question 1

According to the contingency theory, there is a point at which investment in quality improvement will become uneconomical.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?

Accepted Answer

A) reliability-refers to the efficiency with which a product achieves its intended purpose 
B) serviceability-the ease of repair of a product 
C) conformance-the degree to which a product tolerates stress or trauma without failing 
D) performance-subjective sensory characteristics such as taste, feel, sound, look, and smell 
E) aesthetics-refers to the propensity for a product to perform consistently over its useful design life 
A) reliability-refers to the efficiency with which a product achieves its intended purpose 
B) serviceability-the ease of repair of a product 
C) conformance-the degree to which a product tolerates stress or trauma without failing 
D) performance-subjective sensory characteristics such as taste, feel, sound, look, and smell 
E) aesthetics-refers to the propensity for a product to perform consistently over its useful design life

Question 3

The ultimate goal of strategic quality planning is to aid an organization to achieve sustainable competitive advantage.

Accepted Answer

A) True 
 B)False

Question 4

The marketer focuses on the ________ dimension of products and services.

Accepted Answer

A) perceived quality 
B) durability 
C) conformance 
D) reliability 
E) performance 
A) perceived quality 
B) durability 
C) conformance 
D) reliability 
E) performance

Question 5

The role of marketing in design has been to bring the voice of the ________ into the design process.

Accepted Answer

A) supplier 
B) customer 
C) intermediary 
D) retailer 
E) producer 
A) supplier 
B) customer 
C) intermediary 
D) retailer 
E) producer

Question 6

Which of the following activities is related to quality management?

Accepted Answer

A) measuring process performance 
B) providing employee recognition 
C) off-line experimentation 
D) design team formation and management 
E) developing and maintaining control charts 
A) measuring process performance 
B) providing employee recognition 
C) off-line experimentation 
D) design team formation and management 
E) developing and maintaining control charts

Question 7

According to the economic quality level model, the pursuit of higher levels of quality will result in lower expenditures.

Accepted Answer

A) True 
 B)False

Question 8

________ include customer support and focusing on delivery reliability.

Accepted Answer

A) Inbound logistics 
B) Downstream activities 
C) Core process activities 
D) Upstream activities 
E) Outbound logistics 
A) Inbound logistics 
B) Downstream activities 
C) Core process activities 
D) Upstream activities 
E) Outbound logistics

Question 9

The three spheres of quality are quality control, quality assurance, and quality management.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

________ referred to the communication problem when he stated that "the language of management is money."

Accepted Answer

A) Deming 
B) Shewhart 
C) Juran 
D) Garvin 
E) Crosby 
A) Deming 
B) Shewhart 
C) Juran 
D) Garvin 
E) Crosby

Question 12

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.

Accepted Answer

A) True 
 B)False

Question 13

Conformance is the degree to which a product tolerates stress or trauma without failing.

Accepted Answer

A) True 
 B)False

Question 14

The ________ phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied.

Accepted Answer

A) generalization 
B) synthesis 
C) relation 
D) experimentation 
E) analysis 
A) generalization 
B) synthesis 
C) relation 
D) experimentation 
E) analysis

Question 15

Quality management is the only quality sphere that overlaps with either of the other two spheres of quality control and quality assurance; quality control and quality assurance are unrelated.

Accepted Answer

A) True 
 B)False

Question 16

The ________ perspective on quality is technically oriented, focusing on statistics and technical specification that are needed to produce high-quality products.

Accepted Answer

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

Question 17

High customer involvement plays a major role in the determination of service quality.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is the most traditional dimension of quality?

Accepted Answer

A) durability 
B) reliability 
C) features 
D) performance 
E) conformance 
A) durability 
B) reliability 
C) features 
D) performance 
E) conformance

Question 19

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

Accepted Answer

A) Conformance 
B) Aesthetics 
C) Durability 
D) Performance 
E) Perceived quality 
A) Conformance 
B) Aesthetics 
C) Durability 
D) Performance 
E) Perceived quality

Question 20

The ultimate goal of strategic quality planning is to help an organization achieve ________.

Accepted Answer

A) maximum profitability 
B) sustainable competitive advantage 
C) an increase in market share 
D) cost minimization 
E) growth in revenues 
A) maximum profitability 
B) sustainable competitive advantage 
C) an increase in market share 
D) cost minimization 
E) growth in revenues

According to the contingency theory, there is a point at which investment in quality improvement will become uneconomical.

Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?

The ultimate goal of strategic quality planning is to aid an organization to achieve sustainable competitive advantage.

The marketer focuses on the ________ dimension of products and services.

The role of marketing in design has been to bring the voice of the ________ into the design process.

Which of the following activities is related to quality management?

According to the economic quality level model, the pursuit of higher levels of quality will result in lower expenditures.

________ include customer support and focusing on delivery reliability.

The three spheres of quality are quality control, quality assurance, and quality management.

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

________ referred to the communication problem when he stated that "the language of management is money."

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.

Conformance is the degree to which a product tolerates stress or trauma without failing.

The ________ phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied.

Quality management is the only quality sphere that overlaps with either of the other two spheres of quality control and quality assurance; quality control and quality assurance are unrelated.

The ________ perspective on quality is technically oriented, focusing on statistics and technical specification that are needed to produce high-quality products.

High customer involvement plays a major role in the determination of service quality.

Which of the following is the most traditional dimension of quality?

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

The ultimate goal of strategic quality planning is to help an organization achieve ________.

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

According to the contingency theory, there is a point at which investment in quality improvement will become uneconomical.

Which of the following choices correctly matches one of Garvin's dimensions of quality with its definition?

The ultimate goal of strategic quality planning is to aid an organization to achieve sustainable competitive advantage.

The marketer focuses on the ________ dimension of products and services.

The role of marketing in design has been to bring the voice of the ________ into the design process.

Which of the following activities is related to quality management?

According to the economic quality level model, the pursuit of higher levels of quality will result in lower expenditures.

________ include customer support and focusing on delivery reliability.

The three spheres of quality are quality control, quality assurance, and quality management.

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

________ referred to the communication problem when he stated that "the language of management is money."

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.

Conformance is the degree to which a product tolerates stress or trauma without failing.

The ________ phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied.

Quality management is the only quality sphere that overlaps with either of the other two spheres of quality control and quality assurance; quality control and quality assurance are unrelated.

The ________ perspective on quality is technically oriented, focusing on statistics and technical specification that are needed to produce high-quality products.

High customer involvement plays a major role in the determination of service quality.

Which of the following is the most traditional dimension of quality?

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

The ultimate goal of strategic quality planning is to help an organization achieve ________.

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