Chapter 09 – Management of Quality
Chapter 09
Management of Quality
True / False Questions
1. Broadly defined, quality refers to the ability of a product or service to occasionally meet or
exceed customer expectations.
FALSE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
2. An organization achieves quality by consistently meeting their competitor’s standards.
FALSE
Difficulty: Medium
TLO: 1
Taxonomy: Knowledge
3. Because ‘courtesy’ is subjective, it can’t be considered a factor in service quality.
FALSE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
4. Recent changes to ISO guidelines stress continuous improvement regardless of how good
you currently are.
TRUE
Difficulty: Medium
TLO: 2
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
5. The seven dimensions of quality are important for products but are not applicable in service
organizations.
FALSE
Difficulty: Easy
TLO: 2
Taxonomy: Knowledge
6. Regardless of superior quality, consumers won’t pay premium prices.
FALSE
Difficulty: Medium
TLO: 4
Taxonomy: Knowledge
7. High Quality and low prices are both considered to be dimensions of quality.
FALSE
Difficulty: Easy
TLO: 2
Taxonomy: Knowledge
8. The Baldrige award can only be won by manufacturing organizations.
FALSE
Difficulty: Easy
TLO: 5
Taxonomy: Knowledge
9. Quality of conformance refers to the degree to which goods and services conform to the
intent of the designers as documented in the specifications.
TRUE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
10. Quality of design refers to the degree to which goods and services achieve the intent of the
designers.
FALSE
Difficulty: Medium
TLO: 1
Taxonomy: Knowledge
11. In market research, a group of consumers who express their opinions about a product or
service is called a steering committee.
FALSE
Difficulty: Easy
TLO: 10
Taxonomy: Knowledge
12. Business organizations achieving good quality benefit in a variety of ways, including a
positive reputation for quality, increased customer loyalty, and lower production costs.
TRUE
Difficulty: Easy
TLO: 2
Taxonomy: Knowledge
13. User instructions and follow-up services after delivery are important elements of overall
product or service quality.
TRUE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
14. Reducing the variations in our product or service is an important key to perceived quality.
TRUE
Difficulty: Medium
TLO: 3
Taxonomy: Knowledge
15. Product design choices are usually the result of inputs from accounting and human
resources.
FALSE
Difficulty: Easy
TLO: 3
Taxonomy: Knowledge
16. The dimensions of product and service quality are too abstract to be applied operationally.
TRUE
Difficulty: Hard
TLO: 1
Taxonomy: Knowledge
17. The degree to which a product or service satisfies its intended purpose is determined by
design, conformance to design, cost, and reputation of the producer.
FALSE
Difficulty: Medium
TLO: 3
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
18. The degree to which a product or service satisfies its intended purpose is determined by
service after delivery, ease of use, design, and conformance to design.
TRUE
Difficulty: Medium
TLO: 3
Taxonomy: Knowledge
19. Medical malpractice claims are an example of how poor quality can affect an organization
through liability.
TRUE
AACSB: EU
Difficulty: Medium
TLO: 4
Taxonomy: Knowledge
20. Convenience, Reliability and Assurance are dimensions of service quality.
TRUE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
21. Poor quality has a positive effect on productivity because it usually takes longer to
produce a good part.
FALSE
Difficulty: Medium
TLO: 2
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
22. If the majority of service customers are satisfied, it is likely that all service customers will
be satisfied.
FALSE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
23. The primary difference between internal failures and external failures is time and place of
discovery of the failure.
TRUE
Difficulty: Medium
TLO: 2
Taxonomy: Knowledge
24. Customer expectations tend to change over time affecting their perception of service
quality.
TRUE
Difficulty: Easy
TLO: 1
Taxonomy: Knowledge
25. Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.
FALSE
Difficulty: Medium
TLO: 4
Taxonomy: Knowledge
26. Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.
TRUE
Difficulty: Medium
TLO: 4
Taxonomy: Knowledge
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Chapter 09 – Management of Quality
27. Modern quality management emphasizes finding and correcting mistakes before they
reach the customer – catching the errors before they are shipped.
FALSE
Difficulty: Medium
TLO: 7
Taxonomy: Knowledge
28. Deming stresses that workers are primarily responsible for poor quality because very often
they fail to follow instructions.
FALSE
Difficulty: Easy
TLO: 6
Taxonomy: Knowledge
