Kelly Jablonski
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INMGT 325 Quality Management

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Kelly Jablonski
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INMGT 325- Chapter 1 Quiz

Pregunta 1 de 34

1

Customers evaluate a service primarily by the:

Selecciona una de las siguientes respuestas posibles:

  • Accuracy of the service

  • Degree of customization offered by the service

  • Quality of the human contact

  • Speed of the service

Explicación

Pregunta 2 de 34

1

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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 3 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Encouraging employees to do more than what they are expected to do through reward programs.

  • Ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.

  • Allotting sufficient budget for equipment, training, and other means of assuring quality.

  • Internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.

Explicación

Pregunta 4 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 5 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Customer perspective

  • Product perspective

  • Manufacturing perspective

  • User perspective

Explicación

Pregunta 6 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Competitive advantage

  • Flexibility

  • Quality assurance

  • Agility

Explicación

Pregunta 7 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 8 de 34

1

The production of services differs from manufacturing as services:

Selecciona una de las siguientes respuestas posibles:

  • Product outputs that are mostly intangible

  • Require lesser customization compared to manufactured goods

  • Are less labor intensive and involve minimal human interaction

  • Can be inspected prior to delivery

Explicación

Pregunta 9 de 34

1

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.

Selecciona una de las siguientes respuestas posibles:

  • Product

  • Value

  • Manufacturing

  • User

Explicación

Pregunta 10 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 11 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 12 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • It defines quality on the basis of the relationship of product benefits to price.

  • It provides a precise and universally acceptable definition for quality.

  • It provides a means by which quality can be measured or assessed as a basis for practical business decisions.

  • It is of little practical value to the managers, as standards of excellence vary considerably among individuals.

Explicación

Pregunta 13 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • They receive goods or services from suppliers within the organization.

  • They do not add any value to the product before it reaches the consumer.

  • They are the ultimate purchasers of a product or service.

  • They buy products or services for their own personal use.

Explicación

Pregunta 14 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 15 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 16 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Value perspective

  • Manufacturing perspective

  • Product perspective

  • Transcendent perspective

Explicación

Pregunta 17 de 34

1

Manufacturing is generally more labor intensive compared to services.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 18 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 19 de 34

1

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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 20 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 21 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

  • learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

  • bringing together technical staffs from both the buyer’s and supplier's companies to design products and solve technical problems.

  • designing and maintaining the tools used in manufacturing and inspection of goods.

Explicación

Pregunta 22 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • designing and maintaining the tools used in manufacturing of products.

  • selecting appropriate technologies, equipment, and work methods for producing quality products.

  • selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.

  • gathering information that can be used to improve the quality of the products.

Explicación

Pregunta 23 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • It has increased the labor intensity involved in the production of services.

  • It has decreased the speed of service.

  • It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.

  • It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

Explicación

Pregunta 24 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • the relationship of product benefits to price.

  • the quantity of some product attribute.

  • the product’s conformance to its specifications.

  • the ability of the product to perform its intended function.

Explicación

Pregunta 25 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 26 de 34

1

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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 27 de 34

1

Services are produced prior to consumption.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 28 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Finance and accounting

  • Manufacturing and assembly

  • Marketing and sales

  • Legal services

Explicación

Pregunta 29 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Value perspective

  • Manufacturing perspective

  • Transcendent perspective

  • User perspective

Explicación

Pregunta 30 de 34

1

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 31 de 34

1

Customers generally view quality from the _____ perspective.

Selecciona una de las siguientes respuestas posibles:

  • Manufacturing

  • Transcendent

  • User

  • Value

Explicación

Pregunta 32 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • it helps in differentiating the product from its competitors and improves the perceived value of the product.

  • it leads to improved employee motivation.

  • it ensures that the services are performed according to the convenience of the customer.

  • it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

Explicación

Pregunta 33 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Customer Perspective

  • Value Perspective

  • User Perspective

  • Transcendent Perspective

Explicación

Pregunta 34 de 34

1

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.

Selecciona una de las siguientes respuestas posibles:

  • Transcendent

  • Product

  • User

  • Value

Explicación

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