CHAPTER 1
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
WHAT IS QUALITY?
Answer: C 1. Which of the following is not one of Garvin’s “definitions” of quality?
Moderate
Transcendent
value-based
B. cost-based
C. manufacturing-based
D. user-based
Answer: E 1. According to Garvin’s definition of quality, quality is
Moderate conformance to the design specifications.
A. transcendent
B. user-based
C. product-based
D. value-based
E. manufacturing-based
Answer: E 2. According to Garvin’s definition of quality, quality is found
Moderate in the components and attributes of a product.
A. manufacturing-based
B. value-based
C. user-based
D. transcendent
, E. p roduct-based
Answer: B 3. Garvin’s definition of quality states that if the customer
Moderate issatisfied, the product has good quality.
A. product-based
B. user-based
C. value-based
D. manufacturing-based
E. transcendent
, Chapter 1: Differing Perspectives on Quality
Answer: B 4. Which of the following choices correctly matches one of Garvin’s
Hard definitions of quality with its explanation?
A. manufacturing-based definition— quality is found in
thecomponents and attributes of a product
B. value-based definition— if the product is perceived as
providinggood value for the price, it has good quality
C. user-based definition— if the product conforms to
designspecifications, it has good quality
D. product-based definition— quality is something that is intuitively
understood but nearly impossible to communicate such as beauty
orlove
E. transcendent definition— if the customer is satisfied, the product
hasgood quality
Answer: E 5. Which of the following is not one of Garvin’s eight quality dimensions?
Moderate
A. reliability
B. performance
C. conformance
D. aesthetics
E. efficiency
Answer: A 6. refers to the efficiency with which a product achieves
Moderate itsintended purpose.
A. Performance
B. Features
C. Reliability
pg. 2
, Chapter 1: Differing Perspectives on Quality
D. C formance
o E. Serviceability
n
Answer: C 7. Which of Garvin’s dimensions of quality include the bells and whistles
Moderate contained in products?
A. performance
B. conformance
C. features
D. aesthetics
E. perceived quality
pg. 3
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
WHAT IS QUALITY?
Answer: C 1. Which of the following is not one of Garvin’s “definitions” of quality?
Moderate
Transcendent
value-based
B. cost-based
C. manufacturing-based
D. user-based
Answer: E 1. According to Garvin’s definition of quality, quality is
Moderate conformance to the design specifications.
A. transcendent
B. user-based
C. product-based
D. value-based
E. manufacturing-based
Answer: E 2. According to Garvin’s definition of quality, quality is found
Moderate in the components and attributes of a product.
A. manufacturing-based
B. value-based
C. user-based
D. transcendent
, E. p roduct-based
Answer: B 3. Garvin’s definition of quality states that if the customer
Moderate issatisfied, the product has good quality.
A. product-based
B. user-based
C. value-based
D. manufacturing-based
E. transcendent
, Chapter 1: Differing Perspectives on Quality
Answer: B 4. Which of the following choices correctly matches one of Garvin’s
Hard definitions of quality with its explanation?
A. manufacturing-based definition— quality is found in
thecomponents and attributes of a product
B. value-based definition— if the product is perceived as
providinggood value for the price, it has good quality
C. user-based definition— if the product conforms to
designspecifications, it has good quality
D. product-based definition— quality is something that is intuitively
understood but nearly impossible to communicate such as beauty
orlove
E. transcendent definition— if the customer is satisfied, the product
hasgood quality
Answer: E 5. Which of the following is not one of Garvin’s eight quality dimensions?
Moderate
A. reliability
B. performance
C. conformance
D. aesthetics
E. efficiency
Answer: A 6. refers to the efficiency with which a product achieves
Moderate itsintended purpose.
A. Performance
B. Features
C. Reliability
pg. 2
, Chapter 1: Differing Perspectives on Quality
D. C formance
o E. Serviceability
n
Answer: C 7. Which of Garvin’s dimensions of quality include the bells and whistles
Moderate contained in products?
A. performance
B. conformance
C. features
D. aesthetics
E. perceived quality
pg. 3
