Question 1

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

Accepted Answer

A) True 
 B)False

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

Question 3

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 4

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

Question 5

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

Accepted Answer

While services and production share many

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is an upstream activity in supply chain management?

Accepted Answer

A)  value stream mapping 
B)  Six Sigma 
C)  customer support 
D)  international sourcing 
E)  shipping and logistics 
A)  value stream mapping 
B)  Six Sigma 
C)  customer support 
D)  international sourcing 
E)  shipping and logistics

Question 8

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 9

________ was the first functional field of management to adopt quality as its own.

Accepted Answer

A)  Engineering 
B)  Marketing 
C)  Human resources 
D)  Finance 
E)  Operations 
A)  Engineering 
B)  Marketing 
C)  Human resources 
D)  Finance 
E)  Operations

Question 10

________ 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 11

Garvin's ________ definition of quality states that if the customer is satisfied, the product has good quality.

Accepted Answer

A)  product-based 
B)  user-based 
C)  value-based 
D)  manufacturing-based 
E)  transcendent 
A)  product-based 
B)  user-based 
C)  value-based 
D)  manufacturing-based 
E)  transcendent

Question 12

What are the three spheres of quality?

Accepted Answer

A)  quality costs, quality benefits, and quality control 
B)  quality planning, quality execution, and quality control 
C)  quality control, quality assurance, and quality management 
D)  quality benefits, quality risks, and quality management 
E)  quality costs, quality risks, and quality assurance 
A)  quality costs, quality benefits, and quality control 
B)  quality planning, quality execution, and quality control 
C)  quality control, quality assurance, and quality management 
D)  quality benefits, quality risks, and quality management 
E)  quality costs, quality risks, and quality assurance

Question 13

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 14

According to the user-based definition of quality, if the customer is satisfied, the product has good quality.

Accepted Answer

A) True 
 B)False

Question 15

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 16

________ 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 17

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

Accepted Answer

A) True 
 B)False

Question 18

________ refers to the planning processes used by an organization to achieve a set of long-term goals.

Accepted Answer

A)  SPC 
B)  Concurrent engineering 
C)  Product design engineering 
D)  Value stream mapping 
E)  Strategy 
A)  SPC 
B)  Concurrent engineering 
C)  Product design engineering 
D)  Value stream mapping 
E)  Strategy

Question 19

In the ________ phase of quality control, a process is broke into its fundamental pieces.

Accepted Answer

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

Question 20

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

Accepted Answer

A)  Quality management 
B)  Quality execution 
C)  Quality implementation 
D)  Quality testing 
E)  Quality development 
A)  Quality management 
B)  Quality execution 
C)  Quality implementation 
D)  Quality testing 
E)  Quality development

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

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

The marketing system involves the interactions between ________.

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.

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

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

Which of the following is an upstream activity in supply chain management?

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

________ was the first functional field of management to adopt quality as its own.

________ is the ease of repair for a product.

Garvin's ________ definition of quality states that if the customer is satisfied, the product has good quality.

What are the three spheres of quality?

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

According to the user-based definition of quality, if the customer is satisfied, the product has good quality.

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

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

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

________ refers to the planning processes used by an organization to achieve a set of long-term goals.

In the ________ phase of quality control, a process is broke into its fundamental pieces.

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

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

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

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

The marketing system involves the interactions between ________.

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.

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

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

Which of the following is an upstream activity in supply chain management?

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

________ was the first functional field of management to adopt quality as its own.

________ is the ease of repair for a product.

Garvin's ________ definition of quality states that if the customer is satisfied, the product has good quality.

What are the three spheres of quality?

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

According to the user-based definition of quality, if the customer is satisfied, the product has good quality.

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

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

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

________ refers to the planning processes used by an organization to achieve a set of long-term goals.

In the ________ phase of quality control, a process is broke into its fundamental pieces.

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

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