Deck 1: Differing Perspectives on Quality

Question 1

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

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

Answer 1

A

Question 2

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

Answer 2

E

Question 3

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

Answer 3

C

Question 4

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

Question 5

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

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

Question 6

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

Question 7

________ is the ease of repair for a product.

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

Question 8

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

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

Question 9

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

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

Question 10

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

Question 11

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 12

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

Question 13

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

Question 14

________ 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 15

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 16

________ 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 17

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 18

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

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

Question 19

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

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

Question 20

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

Question 21

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 22

________ 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 23

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 24

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 25

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

Question 26

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 27

________ 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 28

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 29

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

Question 30

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 31

________ 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 32

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 33

________ 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 34

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 35

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 36

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 37

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

Question 38

________ 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 39

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

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

Question 40

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 41

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

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

Question 42

________ involves collecting detailed information about a particular job.

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

Question 43

________ 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 44

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

Question 45

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 46

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 47

________ 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 48

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 49

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 50

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 51

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 52

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 53

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 54

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

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

Question 55

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

Question 56

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 57

________ 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 58

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 59

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 60

________ 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 61

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

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

Question 62

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

Question 63

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

Question 64

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

Question 65

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

Question 66

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

Question 67

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

Question 68

According to the value-based definition of quality, if the product is perceived as providing good value for the price, it has good quality.

Question 69

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

Question 70

Reliability is perhaps the most traditional dimension of quality.

Question 71

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

Question 72

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

Question 73

________ 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

Question 74

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

Question 75

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

Question 76

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

Question 77

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

Question 78

________ 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

Question 79

________ 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

Question 80

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