Instituting a strategy of quality improvement usually helps to increase short-run profitability.

3

Question 1

People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.

True

False

Question 2

The transcendent definition of quality was first defined as the goodness of a product.

True

False

Question 3

According to the product perspective of quality, a smaller number of product attributes are equivalent to higher quality.

True

False

Question 4

The user perspective of quality judges a product based on how well the product performs its intended function.

True

False

Inspection was the primary means of quality control during the first half of the twentieth century.

True

False

Question 6

During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success.

True

False

Question 7

The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front-li ne employees.

True

False

Services are produced prior to consumption.

True

False

Question 13

Customers evaluate a service primarily by the quality of the human contact.

True

False

Question 14

The quality assurance team in a firm is only partly responsible for ensuring that the products produced meet the required quality specifications.

True

False

Question 15

High quality of products is an important source of competitive advantage for organizations.

True

False

Instituting a strategy of quality improvement usually helps to increase short-run profitability.

True

False

Question 17

Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.

True

False

Question 18

Employees who eŵďƌaĐe Ƌuality as a peƌsoŶal ǀalue ofteŶ go ďeyoŶd ǁhat they’ƌe asked oƌ Ŷoƌŵally expected to do in order to provide extraordinary service to a customer.

True

False

Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function?

Value perspective

Product perspective

User perspective

Manufacturing perspective

Question 23

The value perspective defines quality of a product on the basis of:

the ability of the product to perform its intended function.

the relationship of product benefits to price.

the quantity of some product attribute.

the pƌoduĐt’s ĐoŶfoƌŵaŶĐe to its specifications.

Question 24

Kosheƌ’s, a supeƌŵaƌket iŶ “udďuƌy, eŵploys ǀaƌious stƌategies to pƌoǀide good Ƌuality pƌoduĐts to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.

user

product

value

manufacturing

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

Manufacturing perspective

User perspective

Value perspective

Transcendent perspective

Question 26

The ultimate purchaser of a product or service is referred to as a(n) _____.

supplier

external customer

consumer

internal customer

Question 27

Shenzen Electronics, a cell phone manufacturing company, buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) _____.

consumer

supplier

external customer

internal customer

Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?

User perspective

Customer perspective

Product perspective

Manufacturing perspective

Question 32

Which of the following is true of quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution?

Inspection was the primary means of quality control.

Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output.

Ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products.

Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.

Question 33

The concept of total quality is defined as a(n):

customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.

people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.

structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.

integrated approach to organizational performance management that results in lower consumption of resources.

Which of the following is true regarding the six-sigma approach to quality improvement?

It does not address problems involving cost reduction and efficiency.

It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation.

It become less effective in addressing problems related to quality and efficiency if the six sigma tools are combined with lean tools from the Toyota production system.

It focuses entirely on the training and education of managers and not the front-line employees and the technical staff in the organization.

Question 35

The marketing and sales department in an organization contributes to the quality of the product by:

bringing togetheƌ teĐhŶiĐal staffs fƌoŵ ďoth the ďuyeƌ’s aŶd supplieƌ's ĐoŵpaŶies to desigŶ products and solve technical problems.

designing and maintaining the tools used in manufacturing and inspection of goods.

learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

Question 36

Who among the following in an organization are responsible for selecting appropriate technologies, equipment, and work methods for producing quality products?

Production workers

Industrial engineers

Salespeople

Tool engineers

Customers evaluate a service primarily by the:

speed of the service.

accuracy of the service.

quality of the human contact.

degree of customization offered by the service.

Question 41

Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with the rules and regulations?

Marketing and sales

Tool engineering

Legal services

Finance and accounting

Question 42

The quality assurance function helps to achieve quality by:

ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries.

ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation.

providing special statistical studies and analyses to the manufacturing or business support functions.

authorizing sufficient budgeting for equipment, training, and other means of assuring quality.

Question 43

WhiĐh of the folloǁiŶg teƌŵs ďest ƌepƌeseŶts a fiƌŵ’s aďility to aĐhieǀe ŵaƌket supeƌioƌity?

Flexibility

Competitive advantage

Quality assurance

Agility

Question 44

The ďook ͞Quality Is Fƌee͟ is ǁƌitteŶ ďy _____.

Joseph Juran

Edwards Deming

Malcolm Baldrige

Philip Crosby

Question 45

Improved conformance in production or service delivery tends to increase profitability as:

it helps in differentiating the product from its competitors and improves the perceived value of the product.

it ensures that the services are performed according to the convenience of the customer.

it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

it leads to improved employee motivation.

Question 46

Organizations can ensure that the quality is rooted in their culture by:

internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.

encouraging employees to do more than what they are expected to do through reward programs.

ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.

allotting sufficient budget for equipment, training, and other means of assuring quality.

Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function?

Which of the following statements regarding quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution is true?

Which of the following statements regarding the transcendent or Judgemental perspective of quality is true?

Was the primary means of quality control during the first half of the twentieth century?