,TEST BANK FORManaging Quality Integrating the Supply Chain, 7th Edition S.
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Thomas Foster, John W. Gardner
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Chapter 1: Differing Perspectives on Quality
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Multiple Choice zs
1) Which is true of perspectives on quality? zs zs zs zs zs zs
a) Understanding that different definitions and dimensions of quality exist allows measures to be zs zs zs zs zs zs zs zs zs zs zs zs
taken to provide a good basis for communication and planning.
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b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
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most customers.
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c) The contingency view of quality management acknowledges that differing quality perspectives
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exist, but these differing perspectives are minimal across various organizations.
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d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
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design.
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Answer: a z s
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
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Level: Medium
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2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
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School of Business?
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a) Value.
b) Performance.
c) Features.
d) Durability.
Answer: a
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Reference: What is Quality/Product Quality Dimensions
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Level: Easy
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3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
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a) Aesthetics/based upon a range of tolerance in design. zs zs zs zs zs zs zs
b) Durability/ease of repair for a product. zs zs zs zs zs
c) Conformance/numeric dimensions of product performance. zs zs zs zs
d) Reliability/attributes that supplement basic performance. zs zs zs zs
Answer: c
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Reference: What is Quality/Product Quality Dimensions
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Level: Medium
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4) “Tolerance” in conformance refers to zs zs zs zs
a) wear and tear on products before product failure occurs.
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b) allowable variations from product design specifications. zs zs zs zs zs
c) normalized cost over-runs on custom design work. zs zs zs zs zs zs
d) none of the above. zs zs zs
Answer: b
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Reference: What is Quality/Product Quality Dimensions
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,Level: Medium
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5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
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published a widely-recognized set of service quality dimensions that include which of the
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following?
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a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
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Reference: What is Quality/Service Quality Dimensions Level:
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Easy
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6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
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dimension of “assurance” refers to
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a) caring, individualized attention from employees when providing service.
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b) promptness in providing service to customers. zs zs zs zs zs
c) employees‟ ability to inspire trust and confidence when providing service. zs zs zs zs zs zs zs zs zs
d) all the above. zs zs
Answer: c
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Reference: What is Quality/Service Quality Dimensions
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Level: Medium
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7) Differing functional perspectives on quality include: zs zs zs zs zs
a) operations, engineering, marketing, strategic management, financial, and human resources.
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b) define, measure, analyze, improve, and control.
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c) consulting, administrative, compartmentalized, and control pluralistic.
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d) management, assurance, and control. zs zs zs
Answer: a
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Reference: Differing Functional Perspectives on Quality
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Level: Easy
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8) Which is true about “supply chains” and “supply chain management?”
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a) The concept of the “value chains” grew out of the theory that supply chains can be managed
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effectively.
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b) Human resource, accounting, and information system functions are the primary participants in an
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organization‟s supply chain.
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c) “Supply chain” refers to a process beginning with idea generation, includes product design and
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evaluation, and concludes with the implementation phase.
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d) Supply chain management has become important because of quality improvement and cost
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savings opportunities.
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Answer: d z s
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
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Level: Medium
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, 9) A company is experiencing a reliability concern with shipping. In a supply chain, shipping and
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logistics are:
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a) upstream activities, and the concern could be addressed with supplier development activities.
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b) core activities, and the concern requires investigation within each activity in the supply chain.
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c) downstream activities, and the concern requires investigation into handling, packaging, and/or
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transportation.
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d) core activities, and the concern should be addressed within the production function.
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Answer: c
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Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
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Level: Medium
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10) Engineers apply statistical thinking to the problem of product reliability. If a product
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subcomponent has a high probability of failure, what solution may be applied?
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a) Conversion.
b) Redundancy.
c) Concurrency.
d) Efficiency.
Answer: b
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Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
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Level: Medium
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11) Concurrent engineering refers to zs zs zs
a) A methodology employed to slow product design and production with the goal of improving
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quality. zs
b) A backup system that is employed if a component or system has a high probability of failure.
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c) A method that differentiates between common cause variation and special cause variation.
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d) A system wherein product design, development, and evaluation activities can occur at the same
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time. zs
Answer: d zs
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective Level:
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Medium
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12) The view that product quality is the result of interaction of several variables, such as machines,
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labor, procedures, planning, and management, is most related to which perspective:
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a) engineering.
b) operations.
c) human resources. zs
d) financial.
Answer: b
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Reference: Differing Functional Perspectives on Quality/An Operations Perspective
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Level: Easy
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zs zs zs zs zs zs zs zs zs zs zs
Thomas Foster, John W. Gardner
zs zs zs zs
Chapter 1: Differing Perspectives on Quality
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Multiple Choice zs
1) Which is true of perspectives on quality? zs zs zs zs zs zs
a) Understanding that different definitions and dimensions of quality exist allows measures to be zs zs zs zs zs zs zs zs zs zs zs zs
taken to provide a good basis for communication and planning.
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b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
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most customers.
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c) The contingency view of quality management acknowledges that differing quality perspectives
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exist, but these differing perspectives are minimal across various organizations.
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d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
zs zs zs zs zs zs zs zs zs zs zs zs
design.
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Answer: a z s
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
zs zs zs zs zs zs zs zs zs zs zs zs
Level: Medium
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2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
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School of Business?
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a) Value.
b) Performance.
c) Features.
d) Durability.
Answer: a
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Reference: What is Quality/Product Quality Dimensions
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Level: Easy
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3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
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a) Aesthetics/based upon a range of tolerance in design. zs zs zs zs zs zs zs
b) Durability/ease of repair for a product. zs zs zs zs zs
c) Conformance/numeric dimensions of product performance. zs zs zs zs
d) Reliability/attributes that supplement basic performance. zs zs zs zs
Answer: c
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Reference: What is Quality/Product Quality Dimensions
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Level: Medium
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4) “Tolerance” in conformance refers to zs zs zs zs
a) wear and tear on products before product failure occurs.
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b) allowable variations from product design specifications. zs zs zs zs zs
c) normalized cost over-runs on custom design work. zs zs zs zs zs zs
d) none of the above. zs zs zs
Answer: b
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Reference: What is Quality/Product Quality Dimensions
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,Level: Medium
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5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
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published a widely-recognized set of service quality dimensions that include which of the
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following?
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a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
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Reference: What is Quality/Service Quality Dimensions Level:
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Easy
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6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
zs zs zs zs zs zs zs zs zs zs zs zs zs
dimension of “assurance” refers to
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a) caring, individualized attention from employees when providing service.
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b) promptness in providing service to customers. zs zs zs zs zs
c) employees‟ ability to inspire trust and confidence when providing service. zs zs zs zs zs zs zs zs zs
d) all the above. zs zs
Answer: c
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Reference: What is Quality/Service Quality Dimensions
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Level: Medium
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7) Differing functional perspectives on quality include: zs zs zs zs zs
a) operations, engineering, marketing, strategic management, financial, and human resources.
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b) define, measure, analyze, improve, and control.
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c) consulting, administrative, compartmentalized, and control pluralistic.
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d) management, assurance, and control. zs zs zs
Answer: a
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Reference: Differing Functional Perspectives on Quality
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Level: Easy
zs zs
8) Which is true about “supply chains” and “supply chain management?”
zs zs zs zs zs zs zs zs zs
a) The concept of the “value chains” grew out of the theory that supply chains can be managed
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effectively.
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b) Human resource, accounting, and information system functions are the primary participants in an
zs zs zs zs zs zs zs zs zs zs zs zs
organization‟s supply chain.
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c) “Supply chain” refers to a process beginning with idea generation, includes product design and
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evaluation, and concludes with the implementation phase.
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d) Supply chain management has become important because of quality improvement and cost
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savings opportunities.
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Answer: d z s
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
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Level: Medium
zs zs
, 9) A company is experiencing a reliability concern with shipping. In a supply chain, shipping and
zs zs zs zs zs zs zs zs zs zs zs zs zs zs
logistics are:
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a) upstream activities, and the concern could be addressed with supplier development activities.
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b) core activities, and the concern requires investigation within each activity in the supply chain.
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c) downstream activities, and the concern requires investigation into handling, packaging, and/or
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transportation.
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d) core activities, and the concern should be addressed within the production function.
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Answer: c
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Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
z s zs zs zs zs zs zs zs
Level: Medium
zs zs
10) Engineers apply statistical thinking to the problem of product reliability. If a product
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subcomponent has a high probability of failure, what solution may be applied?
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a) Conversion.
b) Redundancy.
c) Concurrency.
d) Efficiency.
Answer: b
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Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
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Level: Medium
zs zs
11) Concurrent engineering refers to zs zs zs
a) A methodology employed to slow product design and production with the goal of improving
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quality. zs
b) A backup system that is employed if a component or system has a high probability of failure.
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c) A method that differentiates between common cause variation and special cause variation.
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d) A system wherein product design, development, and evaluation activities can occur at the same
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time. zs
Answer: d zs
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective Level:
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Medium
z s
12) The view that product quality is the result of interaction of several variables, such as machines,
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labor, procedures, planning, and management, is most related to which perspective:
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a) engineering.
b) operations.
c) human resources. zs
d) financial.
Answer: b
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Reference: Differing Functional Perspectives on Quality/An Operations Perspective
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Level: Easy
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