Managing Quality: Integrating the Supply Chain, 6e (Foster)
Chapter 1 Differing Perspectives on Quality
1) Which of the following is not one of Garvin’s eight quality dimensions?
A) reliability
B) performance
C) conformance
D) aesthetics
E) efficiency
2) 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
3) Why is service quality more difficult to define than product quality?
4) ________ refers to the efficiency with which a product achieves its intended purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
5) 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
6) ________ 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
7) Which of the following is the most traditional dimension of quality?
A) durability
B) reliability
C) features
D) performance
E) conformance
8) ________ is the degree to which a product tolerates stress or trauma without failing.
A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
9) ________ is the ease of repair for a product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
10) ________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.
A) Intangibles
B) Logistics
C) Aesthetics
D) Tangibles
E) Features
11) ________ is based on customers’ opinion of products and services.
A) Conformance
B) Aesthetics
C) Durability
D) Performance
E) Perceived quality
12) 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
13) 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
14) 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
15) ________ 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
16) 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
17) 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
18) Performance refers to the efficiency with which a product achieves its intended purpose.
19) Reliability is perhaps the most traditional dimension of quality.
20) The advantage of the conformance definition of quality for products is that it is easily
quantified.
21) Conformance is the degree to which a product tolerates stress or trauma without failing.
22) Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell.
23) Services have more diverse quality attributes than products.
24) High customer involvement plays a major role in the determination of service quality.
25) Service reliability differs from product reliability in that it relates to the ability of the service
provider to perform the promised service dependably and accurately.
26) Responsiveness is the willingness of the service provider to be helpful and prompt in
providing service.
27) Empathy refers to the knowledge and courtesy of employees and their ability to inspire trust
and confidence.
28) Why are cross-functional teams becoming more common? What difficulties do they
experience?
29) 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
30) ________ 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
31) 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
32) ________ 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
33) 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
34) ________ 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
35) ________ include customer support and focusing on delivery reliability.
A) Inbound logistics
B) Downstream activities
C) Core process activities
D) Upstream activities
E) Outbound logistics
36) 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
37) 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
38) 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
39) All the activities associated with developing a product from concept development to final
design and implementation are known as ________.
A) process design engineering
B) life testing
C) simultaneous engineering
D) product design engineering
E) concurrent design engineering
40) ________ engineering has resulted in the simultaneous performance of product and process
design activities.
A) Stepwise
B) Progressive
C) Incremental
D) Concurrent
E) Discrete
41) 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
42) 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
43) 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
44) ________ 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
45) 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
46) 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
47) 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
48) The operations management view of quality is rooted in the ________ approach.
A) strategic management
B) marketing
C) finance
D) engineering
E) human resource
49) ________ was the first functional field of management to adopt quality as its own.
A) Engineering
B) Marketing
C) Human resources
D) Finance
E) Operations
50) The systems view is associated with which of the following perspectives of quality?
A) operations
B) engineering
C) marketing
D) strategic management
E) financial
51) ________ 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
52) 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
53) The marketing function trend that concentrates on satisfying and delivering value to the
customer is known as ________.
A) common cause variation
B) customer relationship management
C) customer-centric approach
D) special cause variation
E) change management
54) The marketer focuses on the ________ dimension of products and services.
A) perceived quality
B) durability
C) conformance
D) reliability
E) performance
55) 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