Deck 1: Differing Perspectives on Quality

Question 1

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

A) performance
B) conformance
C) features
D) aesthetics
E) perceived quality

Answer 1

C

Question 2

Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?

A) empathy
B) service reliability
C) tangibles
D) responsiveness
E) assurance

Answer 2

E

Question 3

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

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

Answer 3

E

Question 4

A service provider that consistently provides caring, individualized attention to its customers would score high on the ________ dimension of service quality.

A) assurance
B) responsiveness
C) tangibles
D) service reliability
E) empathy

Question 5

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

A) responsiveness
B) empathy
C) service reliability
D) assurance
E) tangibles

Question 6

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

Question 7

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

Question 8

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

A) tangibles
B) service reliability
C) contiguity
D) responsiveness
E) assurance

Question 9

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

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

Question 10

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

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

Question 11

________ is the ease of repair for a product.

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

Question 12

Reliability is perhaps the most traditional dimension of quality.

Question 13

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

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

Question 14

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

Question 15

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

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

Question 16

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

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 17

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

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

Question 18

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

A) Assurance
B) Service reliability
C) Responsiveness
D) Empathy
E) Conformance

Question 19

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

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

Question 20

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

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

Question 21

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

A) supplier qualification
B) supplier development
C) acceptance sampling
D) international sourcing
E) customer support

Question 22

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

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

Question 23

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

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

Question 24

Services have more diverse quality attributes than products.

Question 25

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

Question 26

________ include all of those activities involving interaction with suppliers.

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

Question 27

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.

Question 28

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

Question 29

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

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

Question 30

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

Question 31

Two of the major emphases in engineering are the areas of ________.

A) manufacturing excellence and long-term planning
B) product design and process design
C) employee empowerment and workforce training
D) supplier development and consumer growth
E) marketing and sales

Question 32

Why are cross-functional teams becoming more common? What difficulties do they experience?

Question 33

________ engineering has resulted in the simultaneous performance of product and process design activities.

A) Stepwise
B) Progressive
C) Incremental
D) Concurrent
E) Discrete

Question 34

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

Question 35

________ include customer support and focusing on delivery reliability.

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

Question 36

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

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

Question 37

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

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 38

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

Question 39

________ include traditional process improvement as well as value stream mapping.

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

Question 40

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

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

Question 41

If a component has a relatively high probability for failure that will affect the overall function of a product, then ________ is applied so that a backup system can take over for the failed primary system.

A) redundancy
B) life testing
C) concurrent engineering
D) statistical process control
E) value stream mapping

Question 42

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

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

Question 43

________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.

A) Reengineering
B) Statistical process control
C) Redundancy testing
D) Concurrent engineering
E) Life testing

Question 44

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

A) features and aesthetics
B) price and advertising
C) value and conformance
D) durability and reliability
E) manufacturing integrity and serviceability

Question 45

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

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

Question 46

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

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

Question 47

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

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

Question 48

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

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

Question 49

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

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

Question 50

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

A) life testing
B) reengineering
C) concurrent prototyping
D) value stream mapping
E) statistical process control

Question 51

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

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

Question 52

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

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

Question 53

During statistical process control, if a process is ________ it will consistently produce products that meet specification.

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

Question 54

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

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 55

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

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

Question 56

Statistical process control is associated with which of the following perspectives of quality?

A) operations
B) marketing
C) human resources
D) engineering
E) strategic management

Question 57

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

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

Question 58

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

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

Question 59

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

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

Question 60

The marketing system involves the interactions between ________.

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 61

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

Question 62

Describe the relevance of the "systems view" to our understanding of quality management.

Question 63

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

Question 64

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

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

Question 65

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

Question 66

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

Question 67

Value stream mapping and Six Sigma are upstream activities in supply chain management.

Question 68

Downstream activities include all of those activities involving interaction with suppliers.

Question 69

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

Question 70

Discuss the origins and development of the supply chain perspective.

Question 71

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

Question 72

Discuss the value-added perspective on quality.

Question 73

Which of the following best defines employee empowerment?

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 74

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

Question 75

________ involves collecting detailed information about a particular job.

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

Question 76

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

Question 77

Alignment refers to consistency between different operational subplans and the overall strategic plan.

Question 78

The core values of an organization refer to guiding operating principles that simplify decision making in that organization.

Question 79

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

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

Question 80

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