Question 1

Alignment refers to consistency between different operational subplans and the overall strategic plan.

Accepted Answer

A) True 
 B)False

Question 2

Describe the relevance of the "systems view" to our understanding of quality management.

Accepted Answer

Operations management utilizes the syste...

Question 3

The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________.

Accepted Answer

A)  life testing
B)  reengineering
C)  concurrent prototyping
D)  value stream mapping
E)  statistical process control

Question 4

The primary marketing tools for influencing customer perceptions of quality are ________.

Accepted Answer

A)  features and aesthetics
B)  price and advertising
C)  value and conformance
D)  durability and reliability
E)  manufacturing integrity and serviceability

Question 5

________ is the ease of repair for a product.

Accepted Answer

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

Question 6

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.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

The activities performed within each of the spheres of quality do not overlap because they are mutually exclusive and unrelated to one another.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

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

Question 10

Which of the following activities is related to quality assurance?

Accepted Answer

A)  providing leadership and support
B)  reducing process variability
C)  facilitating organizational communication
D)  performing acceptance sampling
E)  experimental design

Question 11

________ is the willingness of the service provider to be helpful and prompt in providing service.

Accepted Answer

A)  Assurance
B)  Service reliability
C)  Responsiveness
D)  Empathy
E)  Conformance

Question 12

An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

Accepted Answer

A)  The spheres occur in a sequential order starting with quality management
B)  The spheres are unrelated to one another
C)  The spheres of quality assurance and quality control overlap with quality management, but not with one another
D)  Quality management overlaps with quality assurance, while quality control is unrelated
E)  All three spheres are related to one another and possess overlapping functions

Question 14

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

Accepted Answer

A)  performance
B)  conformance
C)  features
D)  aesthetics
E)  perceived quality

Question 15

________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.

Accepted Answer

A)  Reengineering
B)  Statistical process control
C)  Redundancy testing
D)  Concurrent engineering
E)  Life testing

Question 16

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

Accepted Answer

A)  tangibles
B)  service reliability
C)  contiguity
D)  responsiveness
E)  assurance

Question 17

Which of the following activities is related to quality control?

Accepted Answer

A)  creating a quality organizational culture
B)  concurrent engineering
C)  providing employee recognition
D)  off-line experimentation
E)  performing acceptance sampling

Question 18

Electronic data interchange is used to link customer purchasing systems to supplier enterprise resource planning systems.

Accepted Answer

A) True 
 B)False

Question 19

Statistical process control is associated with which of the following perspectives of quality?

Accepted Answer

A)  operations
B)  marketing
C)  human resources
D)  engineering
E)  strategic management

Question 20

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

Accepted Answer

A) True 
 B)False

Exam 1: Differing Perspectives on Quality

________ is the willingness of the service provider to be helpful and prompt in providing service.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The primary marketing tools for influencing customer perceptions of quality are ________.

Correct AnswerverifiedShow Answer

An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer.

Correct AnswerverifiedShow Answer

________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.

Correct AnswerverifiedShow Answer

The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Statistical process control is associated with which of the following perspectives of quality?

Correct AnswerverifiedShow Answer

Which of the following activities is related to quality assurance?

Correct AnswerverifiedShow Answer

Electronic data interchange is used to link customer purchasing systems to supplier enterprise resource planning systems.

Correct AnswerverifiedShow Answer

Which of the following activities is related to quality control?

Correct AnswerverifiedShow Answer

The activities performed within each of the spheres of quality do not overlap because they are mutually exclusive and unrelated to one another.

Correct AnswerverifiedShow Answer

Alignment refers to consistency between different operational subplans and the overall strategic plan.

Correct AnswerverifiedShow Answer

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

Correct AnswerverifiedShow Answer

________ is the ease of repair for a product.

Correct AnswerverifiedShow Answer

Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?

Correct AnswerverifiedShow Answer

Which of Garvin's dimensions of quality include the "bells and whistles" contained in products?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

Correct AnswerverifiedShow Answer

Describe the relevance of the "systems view" to our understanding of quality management.

Correct AnswerverifiedOperations management utilizes the syste...View AnswerShow Answer

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Operations management utilizes the syste...
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