Quiz 1

Question 1

Which of the following is not a quality dimension identified by David Garvin of the Harvard School of Business?

Answer 1

Value

Question 2

According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality dimension of “assurance” refers to

Answer 2

employees’ ability to inspire trust and confidence when providing service

Question 3

Differing functional perspectives on quality include:[On Cheat Sheet]

Answer 3

operations, engineering, marketing, strategic management, financial, and human resources

Question 4

Engineers apply statistical thinking to the problem of product reliability. If a product subcomponent has a high probability of failure, what solution may be applied?

Answer 4

Redundancy

Question 5

Which is not true of quality-related strategic planning?

Answer 5

Quality-related strategic planning encompasses goals, tactics and strategies that are unconnected from the general strategic management process

Question 6

Employees at your company are receiving management development training and are encouraged to be innovative in advancing quality. These measures most closely characterize which quality perspective?

Answer 6

Human resources

Question 7

The three spheres of quality described in Chapter 1[On Cheat Sheet]

Answer 7

integrate quality control and quality assurance processes via quality management.

Question 8

An employee concerned with concurrent engineering, experimental design, and durability and product testing would be performing tasks related to which sphere of quality:

Answer 8

Quality assurance

Question 9

Which pair below accurately represents one of David Garvin’s eight product quality dimensions?

Answer 9

Conformance/numeric dimensions of product performance

Question 10

The view that product quality is the result of interaction of several variables, such as machines, labor, procedures, planning, and management, is most related to which perspective:

Answer 10

operations