TEST BANK FOR Managing Quality Integrating the Supply Chain, 7 th Edition S.
Thomas Foster, John W. Gardner
Chapter31:3 Differing3Perspectives3on3Quality
Multiple3Choice
1)3 Which3is3true3of3perspectives3on3quality?
a)3Understanding3that3different3definitions3and3dimensions3of3quality3exist3allows3measures3to3
be3taken3to3provide3a3good3basis3for3communication3and3planning.
b)3While3perspectives3may3vary,3managers‟3beliefs3of3quality3typically3align3well3with3those3held3
by3most3customers.
c)3The3contingency3view3of3quality3management3acknowledges3that3differing3quality3perspective
s3exist,3but3these3differing3perspectives3are3minimal3across3various3organizations.
d)3The3systems3view3of3quality3primarily3emphasizes3quality3characteristics3of3product3attributes3a
nd3design.
Answer:3 a
Reference:3What3is3Quality/Why3Does3it3Matter3that3Different3Definitions3of3Quality3Exi
st3Level:3 Medium
2)3 Which3of3the3following3is3not3a3quality3dimension3identified3by3David3Garvin3of3the3Harva
rd3School3of3Business?
a)3 Value.
b)3 Performance.
3c)3 Features.
d)3 Durability.
3Answer:3a
Reference:3 What3is3Quality/Product3Quality Dimensions
3Level:3Easy
3)3 Which3pair3below3accurately3represents3one3of3David3Garvin‟s3eight3product3quality3dimension
s?3a)3 Aesthetics/based3upon3a3range3of3tolerance3in3design.
b)3 Durability/ease3of3repair3for3a3product.
c)3 Conformance/numeric3dimensions3of3product3performance
.3d)3 Reliability/attributes that3supplement3basic performance.
Answer:3 c
Reference:3 What3is3Quality/Product3Quality Dimensions
3Level:3Medium
4)3 “Tolerance”3in3conformance3refers3to
a)3 wear3and3tear3on3products3before3product3failure3occur
s.3b)3 allowable3variations3from3product3design3specificati
ons.3c)3 normalized3cost3over-
runs3on3custom3design3work.
d)3 none3of3the3above
.3Answer:3 b
Reference:3 What3is3Quality/Product3Quality3Dimensions
,Level:3Medium
5)3 Three3marketing3professors3from 3Texas3A3and3M3University,3Parasuraman,3Zeithamel,3and3Berr
y,3published3a3widely-
recognized3set3of3service3quality3dimensions3that3include3which3of3the3following?
a)3 Durability.
b)3 Conformance.
3c)3 Tangibles.
d)3 Features.
3Answer:3c
Reference:3What3is3Quality/Service3Quality Dimensions
3Level:3Easy
6)3 According3to3Texas3A3and3M3professors3Parasuraman,3Zeithamel,3and3Berry,3the3service3quali
ty3dimension3of3“assurance”3refers3to
a)3 caring,3individualized3attention3from employees3when3providing3service
.3b)3 promptness3in3providing3service3to3customers.
c)3 employees‟3ability to3inspire3trust3and3confidence3when3providing3servic
e.3d)3 all3the3above.
Answer:3 c
Reference:3 What3is3Quality/Service3Quality Dimensions
3Level:3Medium
7)3 Differing3functional3perspectives3on3quality3include:
a)3 operations, engineering,3marketing,3strategic3management,3financial,3and3human3resources
.3b)3 define,3measure,3analyze,3improve,3and3control.
c)3 consulting,3administrative,3compartmentalized,3and3control3pluralistic
.3d)3 management, assurance, and control.
Answer:3 a
Reference:3 Differing3Functional3Perspectives3on3Qualit
y3Level:3Easy
8)3 Which3is3true3about3“supply3chains”3and3“supply3chain3management?”
a)3 The3concept3of3the3“value3chains”3grew3out3of3the3theory3that3supply3chains3can3be3manag
ed3effectively.
b)3 Human3resource,3accounting,3and3information3system3functions3are3the3primary3participants3in3
an3organization‟s3supply3chain.
c)3 “Supply3chain”3refers3to3a3process3beginning3with3idea3generation,3includes3product3design3a
nd3evaluation,3and3concludes3with3the3implementation3phase.
d)3 Supply3chain3management3has3become3important3because3of3quality3improvement3and3co
st3savings3opportunities.
Answer:3 d
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Supply3Chain3Perspectiv
e3Level:3Medium
, 9)3 A3company3is3experiencing3a3reliability3concern3with3shipping.3In3a3supply3chain,3shipping3a
nd3logistics3are:
a)3 upstream3activities,3and3the3concern3could3be3addressed3with3supplier3development3activities.
3b)3 core3activities, 3and3the3concern3requires 3investigation3within3each3activity3in3the3supply3chai
n.3c)3 downstream3activities,3and3the3concern3requires3investigation3into3handling,3packaging,3an
d/or
transportation.
d)3 core3activities,3and3the3concern3should3be3addressed3within3the3production3functio
n.3Answer:3 c
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Supply3Chain3Perspectiv
e3Level:3Medium
10)3 Engineers3apply3statistical3thinking3to3the3problem3of3product3reliability.3If3a3produ
ct3subcomponent3has3a3high3probability3of3failure,3what3solution3may3be3applied?
a)3 Conversion.3
b)3 Redundancy.3
c)3 Concurrency.
3d)3 Efficiency.
Answer:3 b
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Engineering3Perspectiv
e3Level:3Medium
11)3 Concurrent3engineering3refers3to
a)
A3methodology3employed3to3slow3product3design3and3production3with3the3goal3of3i
mproving3quality.
b)
A3backup3system3that3is3employed3if3a3component3or3system3has3a3high3probability3of3failu
re.3c)
A3method3that3differentiates3between3common3cause3variation3and3special3cause3variation.
d)
A3system3wherein3product3design,3development,3and3evaluation3activities3can3occur3at3
the3same3time.
Answer:3d
Reference:3Differing3Functional3Perspectives3on3Quality/An3Engineering3Perspectiv
e3Level:3 Medium
12)3 The3view3that3product3quality3is3the3result3of3interaction3of3several3variables,3such3as3machin
es,3labor,3procedures,3planning,3and3management,3is3most3related3to3which3perspective:
a)3 engineering.
3b)3 operations.
c)3 human3resources.
3d)3 financial.
Answer:3b
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Operations3Perspectiv
e3Level:3Easy
, 13)3 Which3is3not3true3of3quality-related3strategic3planning?
a)3 Quality-
related3strategic3planning3encompasses3goals,3tactics3and3strategies3that3are3unconnected3from3
the3general3strategic3management3process.
b)3 The3goal3of3quality-
related3strategic3planning3is3to3assist3in3achieving3a3sustainable3competitive3advantage3for3th
e3company.
c)3 Quality-
related3strategic3planning3should3be3considered3in3all3the3firm‟s3business3processes.3 d)3 Quality
3should3be3addressed3in3strategic3planning3since3an3organization‟s 3mission3and3values
influence3the3organizational3culture,3policies,3and3performance
.3Answer:3 a
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Strategic3Management3Perspectiv
e3Level:3Medium
14)3 A3focus3on3perceived3quality3of3products3most3closely3aligns3with3t
he3a)3 human3resources3perspective.
b)3 operations3perspective.
3c)3 marketing3perspective
.
d)3 strategic management perspective.
3Answer:3c
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Marketing3Perspectiv
e3Level:3Medium
15)3 Employees3at3your3company3are3receiving3management3development3training3and3are3encourage
d3to3be3innovative3in3advancing3quality.3 These3measures3most3closely3characterize3which3qualit
y3perspective?
a)3 Operations.
b)3 Human3resources
3c) Financial.
d)3 Strategic management.
3Answer:3b
Reference:3 Differing3Functional3Perspectives3on3Quality/The3Human3Resources3Perspectiv
e3Level3Easy
16)3 Which3of3the3functional3perspectives3of3quality3most3aligns3with3the3systems3view3of3quali
ty3management3thinking?
a)3 Engineering.
b)3 Human3resources.
3c)3 Financial.
d)3 Operations.
3Answer:3d
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Operations3Perspectiv
e3Level:3Medium
Thomas Foster, John W. Gardner
Chapter31:3 Differing3Perspectives3on3Quality
Multiple3Choice
1)3 Which3is3true3of3perspectives3on3quality?
a)3Understanding3that3different3definitions3and3dimensions3of3quality3exist3allows3measures3to3
be3taken3to3provide3a3good3basis3for3communication3and3planning.
b)3While3perspectives3may3vary,3managers‟3beliefs3of3quality3typically3align3well3with3those3held3
by3most3customers.
c)3The3contingency3view3of3quality3management3acknowledges3that3differing3quality3perspective
s3exist,3but3these3differing3perspectives3are3minimal3across3various3organizations.
d)3The3systems3view3of3quality3primarily3emphasizes3quality3characteristics3of3product3attributes3a
nd3design.
Answer:3 a
Reference:3What3is3Quality/Why3Does3it3Matter3that3Different3Definitions3of3Quality3Exi
st3Level:3 Medium
2)3 Which3of3the3following3is3not3a3quality3dimension3identified3by3David3Garvin3of3the3Harva
rd3School3of3Business?
a)3 Value.
b)3 Performance.
3c)3 Features.
d)3 Durability.
3Answer:3a
Reference:3 What3is3Quality/Product3Quality Dimensions
3Level:3Easy
3)3 Which3pair3below3accurately3represents3one3of3David3Garvin‟s3eight3product3quality3dimension
s?3a)3 Aesthetics/based3upon3a3range3of3tolerance3in3design.
b)3 Durability/ease3of3repair3for3a3product.
c)3 Conformance/numeric3dimensions3of3product3performance
.3d)3 Reliability/attributes that3supplement3basic performance.
Answer:3 c
Reference:3 What3is3Quality/Product3Quality Dimensions
3Level:3Medium
4)3 “Tolerance”3in3conformance3refers3to
a)3 wear3and3tear3on3products3before3product3failure3occur
s.3b)3 allowable3variations3from3product3design3specificati
ons.3c)3 normalized3cost3over-
runs3on3custom3design3work.
d)3 none3of3the3above
.3Answer:3 b
Reference:3 What3is3Quality/Product3Quality3Dimensions
,Level:3Medium
5)3 Three3marketing3professors3from 3Texas3A3and3M3University,3Parasuraman,3Zeithamel,3and3Berr
y,3published3a3widely-
recognized3set3of3service3quality3dimensions3that3include3which3of3the3following?
a)3 Durability.
b)3 Conformance.
3c)3 Tangibles.
d)3 Features.
3Answer:3c
Reference:3What3is3Quality/Service3Quality Dimensions
3Level:3Easy
6)3 According3to3Texas3A3and3M3professors3Parasuraman,3Zeithamel,3and3Berry,3the3service3quali
ty3dimension3of3“assurance”3refers3to
a)3 caring,3individualized3attention3from employees3when3providing3service
.3b)3 promptness3in3providing3service3to3customers.
c)3 employees‟3ability to3inspire3trust3and3confidence3when3providing3servic
e.3d)3 all3the3above.
Answer:3 c
Reference:3 What3is3Quality/Service3Quality Dimensions
3Level:3Medium
7)3 Differing3functional3perspectives3on3quality3include:
a)3 operations, engineering,3marketing,3strategic3management,3financial,3and3human3resources
.3b)3 define,3measure,3analyze,3improve,3and3control.
c)3 consulting,3administrative,3compartmentalized,3and3control3pluralistic
.3d)3 management, assurance, and control.
Answer:3 a
Reference:3 Differing3Functional3Perspectives3on3Qualit
y3Level:3Easy
8)3 Which3is3true3about3“supply3chains”3and3“supply3chain3management?”
a)3 The3concept3of3the3“value3chains”3grew3out3of3the3theory3that3supply3chains3can3be3manag
ed3effectively.
b)3 Human3resource,3accounting,3and3information3system3functions3are3the3primary3participants3in3
an3organization‟s3supply3chain.
c)3 “Supply3chain”3refers3to3a3process3beginning3with3idea3generation,3includes3product3design3a
nd3evaluation,3and3concludes3with3the3implementation3phase.
d)3 Supply3chain3management3has3become3important3because3of3quality3improvement3and3co
st3savings3opportunities.
Answer:3 d
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Supply3Chain3Perspectiv
e3Level:3Medium
, 9)3 A3company3is3experiencing3a3reliability3concern3with3shipping.3In3a3supply3chain,3shipping3a
nd3logistics3are:
a)3 upstream3activities,3and3the3concern3could3be3addressed3with3supplier3development3activities.
3b)3 core3activities, 3and3the3concern3requires 3investigation3within3each3activity3in3the3supply3chai
n.3c)3 downstream3activities,3and3the3concern3requires3investigation3into3handling,3packaging,3an
d/or
transportation.
d)3 core3activities,3and3the3concern3should3be3addressed3within3the3production3functio
n.3Answer:3 c
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Supply3Chain3Perspectiv
e3Level:3Medium
10)3 Engineers3apply3statistical3thinking3to3the3problem3of3product3reliability.3If3a3produ
ct3subcomponent3has3a3high3probability3of3failure,3what3solution3may3be3applied?
a)3 Conversion.3
b)3 Redundancy.3
c)3 Concurrency.
3d)3 Efficiency.
Answer:3 b
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Engineering3Perspectiv
e3Level:3Medium
11)3 Concurrent3engineering3refers3to
a)
A3methodology3employed3to3slow3product3design3and3production3with3the3goal3of3i
mproving3quality.
b)
A3backup3system3that3is3employed3if3a3component3or3system3has3a3high3probability3of3failu
re.3c)
A3method3that3differentiates3between3common3cause3variation3and3special3cause3variation.
d)
A3system3wherein3product3design,3development,3and3evaluation3activities3can3occur3at3
the3same3time.
Answer:3d
Reference:3Differing3Functional3Perspectives3on3Quality/An3Engineering3Perspectiv
e3Level:3 Medium
12)3 The3view3that3product3quality3is3the3result3of3interaction3of3several3variables,3such3as3machin
es,3labor,3procedures,3planning,3and3management,3is3most3related3to3which3perspective:
a)3 engineering.
3b)3 operations.
c)3 human3resources.
3d)3 financial.
Answer:3b
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Operations3Perspectiv
e3Level:3Easy
, 13)3 Which3is3not3true3of3quality-related3strategic3planning?
a)3 Quality-
related3strategic3planning3encompasses3goals,3tactics3and3strategies3that3are3unconnected3from3
the3general3strategic3management3process.
b)3 The3goal3of3quality-
related3strategic3planning3is3to3assist3in3achieving3a3sustainable3competitive3advantage3for3th
e3company.
c)3 Quality-
related3strategic3planning3should3be3considered3in3all3the3firm‟s3business3processes.3 d)3 Quality
3should3be3addressed3in3strategic3planning3since3an3organization‟s 3mission3and3values
influence3the3organizational3culture,3policies,3and3performance
.3Answer:3 a
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Strategic3Management3Perspectiv
e3Level:3Medium
14)3 A3focus3on3perceived3quality3of3products3most3closely3aligns3with3t
he3a)3 human3resources3perspective.
b)3 operations3perspective.
3c)3 marketing3perspective
.
d)3 strategic management perspective.
3Answer:3c
Reference:3 Differing3Functional3Perspectives3on3Quality/A3Marketing3Perspectiv
e3Level:3Medium
15)3 Employees3at3your3company3are3receiving3management3development3training3and3are3encourage
d3to3be3innovative3in3advancing3quality.3 These3measures3most3closely3characterize3which3qualit
y3perspective?
a)3 Operations.
b)3 Human3resources
3c) Financial.
d)3 Strategic management.
3Answer:3b
Reference:3 Differing3Functional3Perspectives3on3Quality/The3Human3Resources3Perspectiv
e3Level3Easy
16)3 Which3of3the3functional3perspectives3of3quality3most3aligns3with3the3systems3view3of3quali
ty3management3thinking?
a)3 Engineering.
b)3 Human3resources.
3c)3 Financial.
d)3 Operations.
3Answer:3d
Reference:3 Differing3Functional3Perspectives3on3Quality/An3Operations3Perspectiv
e3Level:3Medium
