Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

Reliability is perhaps the most traditional dimension of quality.

Accepted Answer

A) True 
 B)False

Question 3

Discuss the value-added perspective on quality.

Accepted Answer

A customer-based perspective on quality

Question 4

According to the value-based definition of quality, if the product is perceived as providing good value for the price, it has good quality.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

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

Question 6

The contingency approach to quality helps settle the different perceptions concerning the definition of quality.

Accepted Answer

A) True 
 B)False

Question 7

All the activities associated with developing a product from concept development to final design and implementation is known as ________.

Accepted Answer

A)  process design engineering 
B)  life testing 
C)  simultaneous engineering 
D)  product design engineering 
E)  concurrent design engineering 
A)  process design engineering 
B)  life testing 
C)  simultaneous engineering 
D)  product design engineering 
E)  concurrent design engineering

Question 8

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

Accepted Answer

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

Question 9

________ involves collecting detailed information about a particular job.

Accepted Answer

A)  Job forecast 
B)  Job specification 
C)  Job selection 
D)  Job sharing 
E)  Job analysis 
A)  Job forecast 
B)  Job specification 
C)  Job selection 
D)  Job sharing 
E)  Job analysis

Question 10

What are the three phases included in the quality control sphere?

Accepted Answer

A)  analysis, relation, and generalization 
B)  investigation, experimentation, and discovery 
C)  investigation, relation, and collaboration 
D)  analysis, synthesis, and discovery 
E)  investigation, experimentation, and generalization 
A)  analysis, relation, and generalization 
B)  investigation, experimentation, and discovery 
C)  investigation, relation, and collaboration 
D)  analysis, synthesis, and discovery 
E)  investigation, experimentation, and generalization

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)  Deming value chain 
B)  contingency theory 
C)  Juran cost-benefit analysis 
D)  Garvin quality matrix 
E)  law of diminishing marginal returns 
A)  Deming value chain 
B)  contingency theory 
C)  Juran cost-benefit analysis 
D)  Garvin quality matrix 
E)  law of diminishing marginal returns

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

The first theoretical attempt to link quality improvement to financial results was the ________.

Accepted Answer

A)  Juran cost-benefit analysis 
B)  Garvin quality matrix 
C)  Deming value chain 
D)  360-degree evaluation 
E)  law of diminishing marginal returns 
A)  Juran cost-benefit analysis 
B)  Garvin quality matrix 
C)  Deming value chain 
D)  360-degree evaluation 
E)  law of diminishing marginal returns

Question 15

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 16

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

Accepted Answer

A) True 
 B)False

Question 17

The advantage of the conformance definition of quality for products is that it is easily quantified.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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 20

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

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

Reliability is perhaps the most traditional dimension of quality.

Discuss the value-added perspective on quality.

According to the value-based definition of quality, if the product is perceived as providing good value for the price, it has good quality.

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

The contingency approach to quality helps settle the different perceptions concerning the definition of quality.

All the activities associated with developing a product from concept development to final design and implementation is known as ________.

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

________ involves collecting detailed information about a particular job.

What are the three phases included in the quality control sphere?

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

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

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

The first theoretical attempt to link quality improvement to financial results was the ________.

Which of the following best defines employee empowerment?

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

The advantage of the conformance definition of quality for products is that it is easily quantified.

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.

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.

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

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

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

Reliability is perhaps the most traditional dimension of quality.

Discuss the value-added perspective on quality.

According to the value-based definition of quality, if the product is perceived as providing good value for the price, it has good quality.

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

The contingency approach to quality helps settle the different perceptions concerning the definition of quality.

All the activities associated with developing a product from concept development to final design and implementation is known as ________.

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

________ involves collecting detailed information about a particular job.

What are the three phases included in the quality control sphere?

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

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

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

The first theoretical attempt to link quality improvement to financial results was the ________.

Which of the following best defines employee empowerment?

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

The advantage of the conformance definition of quality for products is that it is easily quantified.

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.

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.

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

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