Question 1

Reliability is perhaps the most traditional dimension of quality.

Accepted Answer

A) True 
 B)False

Question 2

The pursuit of quality does not safeguard a company against bad management.

Accepted Answer

A) True 
 B)False

Question 3

Explain the three spheres of quality.

Accepted Answer

The three spheres of quality are quality

Question 4

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

Accepted Answer

A) Intangibles 
B) Logistics 
C) Aesthetics 
D) Tangibles 
E) Features 
A) Intangibles 
B) Logistics 
C) Aesthetics 
D) Tangibles 
E) Features

Question 5

During statistical process control, if a process is ________ it will only exhibit random or common cause variation instead of nonrandom special cause variation.

Accepted Answer

A) redundant 
B) unstable 
C) capable 
D) stable 
E) concurrent 
A) redundant 
B) unstable 
C) capable 
D) stable 
E) concurrent

Question 6

In his value chain, Deming linked quality improvements to ________.

Accepted Answer

A) improved product features and improved durability 
B) improved organizational performance and reduction in costs 
C) increase in efficiency and improved product features 
D) improvements in reliability and reduction in costs 
E) reduction in defects and improved organizational performance 
A) improved product features and improved durability 
B) improved organizational performance and reduction in costs 
C) increase in efficiency and improved product features 
D) improvements in reliability and reduction in costs 
E) reduction in defects and improved organizational performance

Question 7

Experience with cross-functional teams has been difficult for many firms due to ________.

Accepted Answer

A) poor communication skills 
B) lack of quality training 
C) increasing redundancy 
D) differing corporate goals 
E) increasing inflexibility 
A) poor communication skills 
B) lack of quality training 
C) increasing redundancy 
D) differing corporate goals 
E) increasing inflexibility

Question 8

________ involves analyzing processes from a systems perspective such that upstream and downstream effects of core process changes can be evaluated.

Accepted Answer

A) Six Sigma 
B) Acceptance sampling 
C) Concurrent engineering 
D) International sourcing 
E) Value stream mapping 
A) Six Sigma 
B) Acceptance sampling 
C) Concurrent engineering 
D) International sourcing 
E) Value stream mapping

Question 9

Why is service quality more difficult to define than product quality?

Accepted Answer

While services and production share many

Question 10

________ include all of those activities involving interaction with suppliers.

Accepted Answer

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

Question 11

If a process is capable, it will consistently produce products that meet specification.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is a core process activity in supply chain management?

Accepted Answer

A) shipping and logistics 
B) acceptance sampling 
C) value stream mapping 
D) supplier qualification 
E) customer support 
A) shipping and logistics 
B) acceptance sampling 
C) value stream mapping 
D) supplier qualification 
E) customer support

Question 13

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.

Accepted Answer

A) intangibles 
B) logistics 
C) features 
D) tangibles 
E) aesthetics 
A) intangibles 
B) logistics 
C) features 
D) tangibles 
E) aesthetics

Question 14

Which of the following is not one of Garvin's eight quality dimensions?

Accepted Answer

A) reliability 
B) performance 
C) conformance 
D) aesthetics 
E) efficiency 
A) reliability 
B) performance 
C) conformance 
D) aesthetics 
E) efficiency

Question 15

________ refers to the efficiency with which a product achieves its intended purpose.

Accepted Answer

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

Question 16

If a component has a relatively high probability for failure that will affect the overall function of a product, then redundancy is applied.

Accepted Answer

A) True 
 B)False

Question 17

If a process is stable, it will exhibit nonrandom special cause variation instead of random or common cause variation.

Accepted Answer

A) True 
 B)False

Question 18

The operations management view of quality is rooted in the ________ approach.

Accepted Answer

A) strategic management 
B) marketing 
C) finance 
D) engineering 
E) human resource 
A) strategic management 
B) marketing 
C) finance 
D) engineering 
E) human resource

Question 19

The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.

Accepted Answer

A) quality execution 
B) quality implementation 
C) quality assurance 
D) quality management 
E) quality control 
A) quality execution 
B) quality implementation 
C) quality assurance 
D) quality management 
E) quality control

Question 20

How do the spheres of quality assurance and quality control complement one another?

Accepted Answer

Quality assurance is utilized to ensure

Reliability is perhaps the most traditional dimension of quality.

The pursuit of quality does not safeguard a company against bad management.

Explain the three spheres of quality.

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

During statistical process control, if a process is ________ it will only exhibit random or common cause variation instead of nonrandom special cause variation.

In his value chain, Deming linked quality improvements to ________.

Experience with cross-functional teams has been difficult for many firms due to ________.

________ involves analyzing processes from a systems perspective such that upstream and downstream effects of core process changes can be evaluated.

Why is service quality more difficult to define than product quality?

________ include all of those activities involving interaction with suppliers.

If a process is capable, it will consistently produce products that meet specification.

Which of the following is a core process activity in supply chain management?

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.

Which of the following is not one of Garvin's eight quality dimensions?

________ refers to the efficiency with which a product achieves its intended purpose.

If a component has a relatively high probability for failure that will affect the overall function of a product, then redundancy is applied.

If a process is stable, it will exhibit nonrandom special cause variation instead of random or common cause variation.

The operations management view of quality is rooted in the ________ approach.

The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.

How do the spheres of quality assurance and quality control complement one another?

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

Reliability is perhaps the most traditional dimension of quality.

The pursuit of quality does not safeguard a company against bad management.

Explain the three spheres of quality.

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

During statistical process control, if a process is ________ it will only exhibit random or common cause variation instead of nonrandom special cause variation.

In his value chain, Deming linked quality improvements to ________.

Experience with cross-functional teams has been difficult for many firms due to ________.

________ involves analyzing processes from a systems perspective such that upstream and downstream effects of core process changes can be evaluated.

Why is service quality more difficult to define than product quality?

________ include all of those activities involving interaction with suppliers.

If a process is capable, it will consistently produce products that meet specification.

Which of the following is a core process activity in supply chain management?

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials.

Which of the following is not one of Garvin's eight quality dimensions?

________ refers to the efficiency with which a product achieves its intended purpose.

If a component has a relatively high probability for failure that will affect the overall function of a product, then redundancy is applied.

If a process is stable, it will exhibit nonrandom special cause variation instead of random or common cause variation.

The operations management view of quality is rooted in the ________ approach.

The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.

How do the spheres of quality assurance and quality control complement one another?

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