INMGT 325- Chapter 1 Quiz

Customers evaluate a service primarily by the:

It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want, and the prices they are willing to pay for those products.

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

The production of services typically requires a lower degree of customization than does manufacturing.

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

Which of the following terms best represents a firm's ability to achieve market superiority?

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

The production of services differs from manufacturing as services:

Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.

If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing.

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

Which of the following is true of the transcendent or judgmental perspective of quality?

Which of the following is true regarding internal customers of an organization?

Services cannot be inventoried or inspected prior to delivery as manufactured goods.

The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.

Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

Manufacturing is generally more labor intensive compared to services.

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

Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality.

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

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

The inspection and testing function in a manufacturing system contributes to the quality of the product by:

Which of the following is a negative impact of information technology on the customer service provided by service organizations?

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

The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.

Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to do in order to provide extraordinary service to a customer.

Services are produced prior to consumption.

The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.

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

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

Customers generally view quality from the _____ perspective.

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

Which of the following perspectives of quality provides the basis for coordinating the entire value chain?

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm, mobile and iPod charger, radio and many more. The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.