Question 1

According to Garvin's ________ definition of quality, quality is conformance to the design specifications.

Accepted Answer

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

Question 2

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 3

From an engineering perspective, engineers are primarily interested in ________.

Accepted Answer

A)  applying mathematical problem-solving skills and models to the problems of business and industry 
B)  taking a strategic management approach to solving problems 
C)  focusing on the perceived quality of products and services 
D)  ordering new machinery and updating the current machinery to the latest technology 
E)  training the workforce to develop and utilize its full potential to meet the company's objectives 
A)  applying mathematical problem-solving skills and models to the problems of business and industry 
B)  taking a strategic management approach to solving problems 
C)  focusing on the perceived quality of products and services 
D)  ordering new machinery and updating the current machinery to the latest technology 
E)  training the workforce to develop and utilize its full potential to meet the company's objectives

Question 4

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 5

Which of the following is not one of Garvin's "definitions" of quality?

Accepted Answer

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

Question 6

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 7

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

Accepted Answer

A) True 
 B)False

Question 8

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 9

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

Accepted Answer

A) True 
 B)False

Question 10

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 11

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

Accepted Answer

A)  cultural 
B)  value-added 
C)  operations 
D)  strategic management 
E)  financial 
A)  cultural 
B)  value-added 
C)  operations 
D)  strategic management 
E)  financial

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

________ 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)  Circular evaluation 
B)  Upward-downward evaluation 
C)  360-degree evaluation 
D)  Broad spectrum evaluation 
E)  Inward-outward evaluation 
A)  Circular evaluation 
B)  Upward-downward evaluation 
C)  360-degree evaluation 
D)  Broad spectrum evaluation 
E)  Inward-outward evaluation

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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 16

________ refers to the propensity for a product to perform consistently over its useful design life.

Accepted Answer

A)  Conformance 
B)  Durability 
C)  Perceived quality 
D)  Reliability 
E)  Serviceability 
A)  Conformance 
B)  Durability 
C)  Perceived quality 
D)  Reliability 
E)  Serviceability

Question 17

Review David Garvin's contribution to our understanding of the role of quality in business organizations.

Accepted Answer

David Garvin has helped articulate both

Question 18

________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.

Accepted Answer

A)  Value-added 
B)  Collaborative 
C)  Cost-benefit 
D)  Contingency 
E)  Stochastic 
A)  Value-added 
B)  Collaborative 
C)  Cost-benefit 
D)  Contingency 
E)  Stochastic

Question 19

According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.

Accepted Answer

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

According to Garvin's ________ definition of quality, quality is conformance to the design specifications.

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

From an engineering perspective, engineers are primarily interested in ________.

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

Which of the following is not one of Garvin's "definitions" of quality?

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

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

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

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

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

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

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

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

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

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

________ refers to the propensity for a product to perform consistently over its useful design life.

Review David Garvin's contribution to our understanding of the role of quality in business organizations.

________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.

According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.

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 Garvin's ________ definition of quality, quality is conformance to the design specifications.

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

From an engineering perspective, engineers are primarily interested in ________.

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

Which of the following is not one of Garvin's "definitions" of quality?

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

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

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

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

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

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

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

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

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

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

________ refers to the propensity for a product to perform consistently over its useful design life.

Review David Garvin's contribution to our understanding of the role of quality in business organizations.

________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.

According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.

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