Question 1

Which of the eight dimensions of quality is a measure of product life?

Accepted Answer

Durability is the dimension of quality that measures the lifespan of a product. It refers to the ability of a product to withstand wear, stress, and damage over time, and to continue to function as intended. Reliability refers to the consistency of performance over time, serviceability refers to the ease with which a product can be repaired or maintained, performance refers to how well the product meets its intended function, and perceived quality refers to the overall subjective impression of a product.

Question 2

Dorothy loves eating at Panera Bread because she likes the taste of the food.This is an example of which dimension of quality?

Accepted Answer

The statement focuses on the taste of the food, which is related to the aesthetics dimension of quality that refers to the sensory characteristics of a product or service.

Question 3

____ is a comprehensive,organization-wide strategy for improving product and/or service quality on a systematic and continuous basis.

Accepted Answer

Total quality management (TQM) is a comprehensive approach to quality that involves all stakeholders in the organization, including management, employees, suppliers, and customers. TQM includes a set of principles, tools, and techniques that are applied systematically and continuously to improve product and service quality, as well as organizational processes and culture. TQM emphasizes the importance of customer focus, continuous improvement, employee involvement, and data-driven decision-making.

Question 4

At USAA call centers,each caller is immediately addressed by rank and name.Workers receive training on helping customers across product lines and transferring them to subject experts.Callers are always invited to answer a survey about their call experience.This example focuses on which component of the quality management strategy?

Accepted Answer

The example focuses on employee involvement as workers are trained to address callers by rank and name, and to assist them with product lines and transferring them to subject experts. The strategy appears to focus more on training and empowering employees, rather than technology, materials, methods or operations.

Question 5

Which of the eight dimensions of quality refers to the probability of a product NOT malfunctioning during a specified period?

Accepted Answer

The dimension of quality that refers to the probability of a product NOT malfunctioning during a specified period is reliability. It reflects the consistency and dependability of a product's performance over time.

Question 6

Rich is comparing the quality and features of Facebook to those on Google+.This is an example of the ____ of quality.

Accepted Answer

The comparison being made by Rich is relative in nature, as he is comparing the quality and features of two social media platforms, Facebook and Google+. The comparison is not based on an absolute measure, such as the number of users or the amount of revenue generated by each platform, but rather on the subjective assessment of their qualities and features.

Question 7

Which of the following is a basic component of a total quality management strategy?

Accepted Answer

All of these components are vital to a successful total quality management strategy. Employee involvement is necessary to encourage ownership and accountability, technology can help automate processes and enable better data analysis, materials need to be of high quality to produce quality products, and strategic commitment from management is essential for establishing a culture of quality throughout the organization.

Question 8

Ford recently mandated higher quality standards for all of the parts that it buys from suppliers.This is an example of which major component of a total quality management strategy?

Accepted Answer

Mandating higher quality standards for the parts supplied by vendors is related to the materials component of Total Quality Management. It helps to ensure that the materials used in the production process are of high quality, leading to higher quality finished products.

Question 9

Talbots,a women's clothing retailer,was bought by another company.Online reviewers frequently comment that the quality of the clothing is not what it used to be.This is an example of

Accepted Answer

Perceived quality refers to the customer's perception of the overall quality of the product or service, which can be influenced by various factors such as brand reputation and customer reviews. In this case, the online reviewers' comments suggest that the perceived quality of Talbots' clothing has decreased, even if there may not be any actual changes in the clothing's durability or reliability.

Question 10

Boeing sent change management consultants to a newly acquired company to learn how that company managed change in the past.This is an example of

Accepted Answer

The practice of sending consultants to study how another company manages change is known as benchmarking.

Question 11

The Federal Communications Commission has a list of words broadcasters cannot say on the air.This is a dimension of quality known as

Accepted Answer

The FCC's list falls under the category of conformance, which refers to whether a product or service meets certain standards or regulations. In this case, broadcasters must comply with the FCC's regulations to conform to their requirements.

Question 12

Which of the following statements about the relationship between productivity and quality is true?

Accepted Answer

The answer of Which of the following statements about the...

Question 13

Dorothy loves eating at Panera Bread.She thinks it is the healthiest of all fast food..Healthy food is a dimension of quality known as ____.

Accepted Answer

Features refer to the characteristics or attributes of a product or service, and healthy food is one of the features or characteristics that Panera Bread offers. The other dimensions of quality mentioned in the options - reliability, durability, aesthetics, and serviceability - don't specifically relate to the healthiness of the food.

Question 14

Which of the following is one of the dimensions that can be used to assess or evaluate quality?

Accepted Answer

All of the given choices - reliability, serviceability, aesthetics, and durability - are dimensions commonly used to assess or evaluate quality. Each of these factors contributes to a product or service's overall quality and helps determine whether it meets the needs and expectations of customers.

Question 15

Which of the following would seem especially appropriate for firms using a just-in-time inventory system?

Accepted Answer

A just-in-time inventory system relies on having multiple sources of supply to ensure that the necessary materials and products are available when needed, without the need for excess inventory. This helps to reduce the need for warehouse space and keep distribution systems efficient. While a broad customer base and computer-assisted manufacturing may be beneficial for other aspects of the business, they are not as directly related to the effectiveness of a just-in-time inventory system.

Question 16

Which of the following statements concerning the relationship between productivity and quality is TRUE?

Accepted Answer

A higher level of quality often leads to increased productivity because defects, rework, and wasted time are reduced. Additionally, an emphasis on quality can lead to process improvements and more efficient operations, ultimately increasing productivity. Therefore, there is a direct, positive relationship between productivity and quality.

Question 17

Wal-Mart replaced some checkout lanes with self-checkout systems.Customers with full carts waiting in line for full checkout may complain that ____ is not a dimension of quality that is a priority for Wal-Mart.

Accepted Answer

The answer of Wal-Mart replaced some checkout lanes with self-checkout...

Question 18

The fact that a product or system needs to be capable of meeting established standards refers to which quality dimension?

Accepted Answer

Conformance refers to the ability of a product or system to meet established standards, which includes adhering to specifications, regulations, and requirements.

Note: While performance also plays a role in meeting established standards, the question specifically mentions "established standards" which aligns more closely with conformance.

Question 19

____ is the totality of features and characteristics of a product or service that determines its ability to satisfy stated or implied needs.

Accepted Answer

Quality is defined as the totality of features and characteristics of a product or service that determines its ability to satisfy stated or implied needs. This includes both tangible features (such as durability and reliability) and intangible features (such as customer service and brand image). Quality is essential for ensuring customer satisfaction and loyalty, and is a key factor in the success of any business.

Question 20

The Malcolm Baldridge Award is given to companies that make major ____ advancements.

Accepted Answer

The Malcolm Baldridge Award recognizes companies that have made significant advancements in the area of quality. While productivity, operations, technology, and strategy may play a role in achieving this level of quality, the focus of the award is specifically on quality management and improvement.

Quiz 20: Managing Operations, quality, and Productivity