Deck 4: Understanding Quality: ITS Management and Strategic Importance

Question 1

Individuality does not account for different perceptions about the "what counts" when assessing quality.

Answer 1

False

Question 2

Marketing managers should be fully aware of their products' MTBF rates and the failure characteristics of competitors' products.

Answer 2

True

Question 3

If quality management is to achieve the best results,then ISO rather than TQM is the critical precursor of excellence in quality.

Answer 3

False

Question 4

Many products have failure probabilities that follow a U-shaped curve,which is known as the Weibull distribution.

Question 5

The word quality is used in two different ways: the producer's view and the consumer's view.

Question 6

It is the producer's problem to choose the appropriate quality standards so that the market judges them to be fitting for that price class.

Question 7

The durability dimension deals with how often,how difficult and how costly it is to service and repair the product.

Question 8

Higher quality is equivalent to lower elasticity.

Question 9

Quality standards should be set by consumer groups so as to maximize the producer's profit.

Question 10

Quality definition is simple.

Question 11

People do not have to communicate with each other in the common pursuit of quality for TQM to operate.

Question 12

The measure MTBF is often used to depict durability and not reliability.

Question 13

All TQMs are not alike.

Question 14

When it comes to gaining competitive advantage,better quality has tremendous leverage with new and old customers alike.

Question 15

Even if the practice of TQM is done right,it cannot put a faltering company back on track.

Question 16

Bankers describe quality in terms of how well they meet the economically sound standards that have been established by their bank.Customers rate a bank's quality in terms of personal ideals.

Question 17

Frequently there are regional differences in quality perceptions.

Question 18

A light bulb ages only as a function of the hours it has been used.

Question 19

The producer's view of quality is that qualities relate to the "degree of excellence" of things.

Question 20

Physical failure is defined only by engineering conventions.

Question 21

The maintainability quality dimension requires a fully functional service capability.

Question 22

The P/OM approach to quality is to look into each activity where quality can be improved.

Question 23

ISO nongovernmental organizations form a network of the national standards institutes,currently numbering 15 countries,on the basis of one member per country.

Question 24

Six-sigma is a very stringent quality standard allowing only 4.3 defectives per one million parts.

Question 25

The use of the Malcolm Baldrige National Quality Award criteria helps organization to focus on key requirements for competitiveness and societal success.

Question 26

Better quality increases customer loyalty.

Question 27

Quality is one of the most important variables in the business system.

Question 28

Six-sigma is defined as an optimal quality point with a loss function to describe deviations from that optimal.

Question 29

The preventive maintenance advantage from a P/OM perspective is that it can be scheduled.

Question 30

The definition and specification of quality should not be concerned with the ease of maintenance and the cost of replacement parts.

Question 31

In addition to the Malcolm Baldrige National Quality Award criteria,conferences and case studies on quality provide important avenues for sharing quality lessons learned.

Question 32

Variety does not increase a brand's market share because people do not like to switch flavors from time to time.

Question 33

Zero defects was the goal set by Phillip Crosby.

Question 34

Product callback costs include labor and material rework,decreased customer loyalty,and litigation losses.

Question 35

Ergonomics excludes human factors like safety,security and comfort.

Question 36

In the first seven years (1988-1994),there were 22 Baldrige Awards (for an average of 3.14 per year).

Question 37

American companies that have won the Deming Prize are Florida Power and Light and a Texas Instruments division located in Japan.

Question 38

Since 1951,the Japanese Union of Scientists and Engineers (JUSE) has awarded the Baldrige Award to companies (from any country) that have achieved outstanding quality performance.

Question 39

Quality circles are based on the training technique that rotates employees through various jobs in pursuit of broader understanding.

Question 40

Strategic planning that does not include complete understanding of the role of quality as part of the strategy is flawed and vulnerable to failure at any time.

Question 41

Word spreads slowly about product failures.

Question 42

Reliability refers to the ability of a product to endure in the face of use and stress.

Question 43

Better producer's quality _____ for the company.This results because defectives that must be scrapped or reworked are decreased.

A)saves money
B)increases process costs
C)saves maintenance costs
D)decreases marketing costs

Question 44

Everyone in the organization has one or more roles that are related to the attainment of quality.

Question 45

Nonfunctional qualities play a major role in the consumer's judgment of quality.

Question 46

Given the schedule of failures by time and type,it is possible to figure out how much a blanket,or partial,warranty will cost the company.

Question 47

Reliability relates to performance that can be depended upon with a high level of assurance.

Question 48

Customized product are the apex of variety.

Question 49

P/OM produces the level of variety determined by a firms marketing strategy.

Question 50

_____ is a management strategy that requires a company wide systems approach to quality.

A)ISO
B)P/OM
C)TQM
D)STEP

Question 51

Failure occurs when a product continues to perform in an acceptable fashion.

Question 52

The word quality is used in _____ fundamentally different way(s).

A)three
B)four
C)only one
D)two

Question 53

A product warranty is a guarantee by the producer to protect the customer from various forms of product failure.

Question 54

It is not necessary to know the reliability of products and services to come up with a rational specification of guarantees and warranty periods.

Question 55

Speed of service is an important auxiliary when considering reparability.

Question 56

In defining an acceptable product,many human factor qualities are overlooked until they are excessively poor.When they exceed reasonable limits,the product is then rejected.

Question 57

It is not possible for organizations to distinguish themselves from one another by the care that they show and the fairness of their service policy.

Question 58

TQM is the application of the systems concept of quality that cuts across functional areas.

Question 59

Variety of the product line is dependent upon process capabilities to shift inexpensively from one color,flavor,or size to another.

Question 60

_____ is applying systems vision to every aspect of quality in the organization.

A)P/OM
B)TQM
C)ISO
D)QMS

Question 61

Quality management must also focus on the importance of the qualities of human factors such as

A)safety.
B)security.
C)comfort.
D)all of the above

Question 62

_____ refers to decay of product performance that can occur as a result of usage or age.

A)Mean time between failures
B)Drift-decay quality phenomena
C)Variety
D)Quality dimensions

Question 63

The _____ is defined as product's expected lifetime of satisfactory utility in normal application.

A)drift-decay quality phenomena
B)mean time between failures
C)variety
D)tolerance limits

Question 64

A service policy is an agreement between the company and its customers that spells out

A)how fast that service will be provided.
B)what service steps will be taken.
C)what charges will be borne by the customer.
D)all of the above

Question 65

Decay is characteristic of a great many functional attributes of _____ products.

A)mechanical
B)chemical
C)electrical
D)all of the above

Question 66

In addition to the dimensions of quality,cars are evaluated within categories of

A)costs and style.
B)safety features and power.
C)capacities and fuel efficiencies.
D)all of the above

Question 67

_____ describes the number of product alternatives (in a given product class) that are made available to the customer.

A)ISO
B)MTBF
C)Variety
D)Tolerance limit

Question 68

_____ relates to performance that can be depended upon with a high level of assurance.

A)Aesthetics
B)Conformance
C)Durability
D)Reliability

Question 69

The _____ are the descriptors that must be examined to determine the quality of a product.

A)TQM
B)dimensions of quality
C)house of quality
D)quality factors

Question 70

The _____ dimension relates to the customers' perceptions of the product's quality and value received for monies paid.

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

Question 71

The eight quality dimensions recommended by _____ include performance,features,reliability,conformance,durability,serviceability,aesthetics,and perceived quality.

A)David Garvin
B)Lars Kolind
C)Curt Reimann
D)Malcolm Baldrige

Question 72

The _____ deals with how well the product endures in the face of use and stress.

A)perceived quality
B)features dimension
C)conformance dimension
D)durability dimension

Question 73

_____ dimension relates to the quality of the fundamental purpose for which the product is purchased.

A)Features
B)Durability
C)Performance
D)Serviceability

Question 74

_____ develops loyal customers in special market niches.

A)Marketing
B)Variety
C)Operations management
D)Quality

Question 75

The _____ dimension alludes to the degree to which the measured production qualities correspond to the design quality standards that have been specified.

A)conformance
B)suitability
C)aesthetics
D)perceived quality

Question 76

When rating the quality of cities to live in,the authors of such research base their studies on dimensions that define quality of life.The complex set of criteria includes

A)cost of living and crime.
B)job availability and transportation.
C)winter mildness and quality of schools.
D)all of the above

Question 77

A rash of quality problems with products made in _____ and exported to the U.S.have made the difficulty of controlling quality of non-domestic production more apparent.

A)England
B)Czech Republic
C)France
D)China

Question 78

_____ qualities play a major role in the consumer's judgment of quality.

A)Functional and nonfunctional
B)Nonfunctional
C)Service
D)Variety

Question 79

Assumptions must be made about the way in which measurable,physical factors relate to the consumers' evaluations of the "ilities" of the product.The "ilities" include

A)utility.
B)dependability.
C)serviceability.
D)all of the above

Question 80

As a _____,it is often necessary to compromise and set quality standards that are not the best in their class.

A)producer
B)consumer
C)manager
D)none of the above