qmch1

Which of the following is not one of Garvin’s “definitions” of quality?
A) transcendent
B) value-based
C) manufacturing-based
D) user-based
E) cost-based
e
According to Garvin’s ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.
A) value-based
B) manufacturing-based
C) user-based
D) product-based
E) transcendent
e
According to Garvin’s ________ definition of quality, quality is found in the components and attributes of a product.
A) manufacturing-based
B) value-based
C) user-based
D) transcendent
E) product-based
e
Garvin’s ________ definition of quality states that if the customer is satisfied, the product has good quality.
A) product-based
B) user-based
C) value-based
D) manufacturing-based
E) transcendent
b
According to Garvin’s ________ definition of quality, quality is conformance to the design specifications.
A) transcendent
B) manufacturing-based
C) user-based
D) product-based
E) value-based
b
Which of the following choices correctly matches one of Garvin’s definitions of quality with its explanation?
A) manufacturing-based definition-quality is found in the components and attributes of a product
B) value-based definition-if the product conforms to design specifications, it has good quality
C) user-based definition-if the customer is satisfied, the product has good quality
D) product-based definition-quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love
E) transcendent definition-if the customer is satisfied, the product has good quality
b
Which of the following is not one of Garvin’s eight quality dimensions?
A) reliability
B) performance
C) conformance
D) aesthetics
E) efficiency
e
________ refers to the efficiency with which a product achieves its intended purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
a
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
c
________ 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
d
Which of the following is the most traditional dimension of quality?
A) durability
B) reliability
C) features
D) performance
E) conformance
e
________ is the degree to which a product tolerates stress or trauma without failing.
A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
c
________ is the ease of repair for a product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
e
________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.
A) Intangibles
B) Logistics
C) Aesthetics
D) Tangibles
E) Features
c
________ is based on customers’ opinion on products and services.
A) Conformance
B) Aesthetics
C) Durability
D) Performance
E) Perceived quality
e
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
Answer: B
b
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
c
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
d
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
c
________ 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
c
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
e
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
e
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
a
________ 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
d
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
d
________ 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
a
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
c
________ 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
e
________ include customer support and focusing on delivery reliability.
A) Inbound logistics
B) Downstream activities
C) Core process activities
D) Upstream activities
E) Outbound logistics
b
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
e
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
a
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
b
All the activities associated with developing a product from concept development to final design and implementation is known as ________.
A) process design engineering
B) life testing
C) simultaneous engineering
D) product design engineering
E) concurrent design engineering
d
Which step in the design life cycle is typically an iterative process?
A) idea generation
B) prototype development
C) preliminary design
D) implementation
E) product design and evaluation
b
________ engineering has resulted in the simultaneous performance of product and process design activities.
A) Stepwise
B) Progressive
C) Incremental
D) Concurrent
E) Discrete
d
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
a
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
a
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
d
________ 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
b
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
c
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
d
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
c
The operations management view of quality is rooted in the ________ approach.
A) strategic management
B) marketing
C) finance
D) engineering
E) human resource
d
________ was the first functional field of management to adopt quality as its own.
A) Engineering
B) Marketing
C) Human resources
D) Finance
E) Operations
e
The systems view is associated with which of the following perspectives of quality?
A) operations
B) engineering
C) marketing
D) strategic management
E) financial
a
________ 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
e
Which of the following components is not included in the generic strategic planning process?
A) firm mission, vision, and goals
B) business-level strategy
C) external analysis
D) empowerment
E) internal analysis
d
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
b
The marketing function trend that concentrates on satisfying and delivering value to the customer is known as ________.
A) common cause variation
B) relationship management
C) customer-centric approach
D) special cause variation
E) change management
b
The marketer focuses on the ________ dimension of products and services.
A) perceived quality
B) durability
C) conformance
D) reliability
E) performance
a
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
b
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
c
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
b
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
c
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
e
________ 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
c
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
e
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.
d
________ involves collecting detailed information about a particular job.
A) Job forecast
B) Job specification
C) Job selection
D) Job sharing
E) Job analysis
e
________ 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
c
What are the three spheres of quality?
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
c
The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.
A) quality execution
B) quality implementation
C) quality assurance
D) quality management
E) quality control
e
What are the three phases included in the quality control sphere?
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
In the ________ phase of quality control, a process is broke into its fundamental pieces.
A) synthesis
B) analysis
C) experimentation
D) generalization
E) relation
b
The ________ phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied.
A) generalization
B) synthesis
C) relation
D) experimentation
E) analysis
a
Which of the following activities is related to quality control?
A) creating a quality organizational culture
B) concurrent engineering
C) providing employee recognition
D) off-line experimentation
E) performing acceptance sampling
e
________ refers to activities associated with guaranteeing the quality of a product or service.
A) Quality control
B) Quality assurance
C) Quality management
D) Quality implementation
E) Quality execution
b
Which of the following activities is related to quality assurance?
A) providing leadership and support
B) reducing process variability
C) facilitating organizational communication
D) performing acceptance sampling
E) experimental design
e
________ involves the processes that overarch and tie together the quality control and assurance activities.
A) Quality management
B) Quality execution
C) Quality implementation
D) Quality testing
E) Quality development
a
Which of the following activities is related to quality management?
A) measuring process performance
B) providing employee recognition
C) off-line experimentation
D) design team formation and management
E) developing and maintaining control charts
b
SQI is an acronym for ________.
A) Sequential Quality Initiative
B) Service Quality Indicator
C) Structured Query Informatics
D) Service Quotient Intel
E) Structured Quality Intern
b
A ________ perspective on quality involves a subjective assessment of the efficacy of every step on the process for the customer.
A) cultural
B) value-added
C) operations
D) strategic management
E) financial
b
________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.
A) Value-added
B) Collaborative
C) Cost-benefit
D) Contingency
E) Stochastic
d
According to the user-based definition of quality, if the customer is satisfied, the product has good quality.
t
According to the value-based definition of quality, if the product is perceived as providing good value for the price, it has good quality.
t
Performance refers to the efficiency with which a product achieves its intended purpose.
t
Reliability is perhaps the most traditional dimension of quality.
f
The advantage of the conformance definition of quality for products is that it is easily quantified.
t
Conformance is the degree to which a product tolerates stress or trauma without failing.
f
Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell.
t
Services have more diverse quality attributes than products.
t
High customer involvement plays a major role in the determination of service quality.
t
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.
t
Responsiveness is the willingness of the service provider to be helpful and prompt in providing service.
t
Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.
f
Electronic data interchange is used to link customer purchasing systems to supplier enterprise resource planning systems.
t
Value stream mapping and Six Sigma are upstream activities in supply chain management.
f
Downstream activities include all of those activities involving interaction with suppliers.
f
Concurrent engineering has resulted in the simultaneous performance of product design and quality testing.
f
Life testing is a facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life.
t
If a component has a relatively high probability for failure that will affect the overall function of a product, then redundancy is applied.
t
If a process is capable, it will consistently produce products that meet specification.
t
If a process is stable, it will exhibit nonrandom special cause variation instead of random or common cause variation.
f
The operations management view of quality is rooted in the marketing approach.
f
Operations was the first functional field of management to adopt quality as its own.
t
The core values of an organization refer to guiding operating principles that simplify decision making in that organization.
t
Alignment refers to consistency between different operational subplans and the overall strategic plan.
t
The ultimate goal of strategic quality planning is to aid an organization to achieve sustainable competitive advantage.
t
The primary marketing tools for influencing customer perceptions of quality are conformance and reliability.
f
The pursuit of quality does not safeguard a company against bad management.
t
According to the contingency theory, there is a point at which investment in quality improvement will become uneconomical.
f
According to the economic quality level model, the pursuit of higher levels of quality will result in lower expenditures.
f
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.
f
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.
t
The three spheres of quality are quality control, quality assurance, and quality management.
t
The relation phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied.
f
Reducing process variability and performing acceptance sampling are activities related to quality assurance.
f
Quality development involves the processes that overarch and tie together the quality control and assurance activities.
f
Providing employee recognition and planning for quality improvement are activities related to quality management.
t
An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.
f
The contingency approach to quality helps settle the different perceptions concerning the definition of quality.
t