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FOR MANAGING QUALITY: INTEGRATING THE SUPPLY CHAIN 6TH EDITION
BY S. FOSTER
QUESTIONS AND ANSWERS GRADED A+
,CHAPTER 1 DIFFERING PERSPECTIVES ON QUALITY
1) Which Of The Following Is Not One Of Garvin's Eight Quality Dimensions?
A) Reliability
B) Performance
C) Conformance
D) Aesthetics
E) Efficiency
2) Which Of The Following Is Not One Of Parasuraman, Zeithamel, And Berry's
Dimensions Of Service Quality?
A) Tangibles
B) Service Reliability
C) Contiguity
D) Responsiveness
E) Assurance
4) Refers To The Efficiency With Which A Product Achieves Its Intended Purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
5) Which Of Garvin's Dimensions Of Quality Include The "Bells And Whistles"
Contained In Products?
A) Performance
B) Conformance
C) Features
D) Aesthetics
E) Perceived Quality
6) Refers To The Propensity For A Product To Perform Consistently Over Its
Useful Design Life.
A) Conformance
B) Durability
C) Perceived Quality
D) Reliability
E) Serviceability
7) Which Of The Following Is The Most Traditional Dimension Of Quality?
A) Durability
B) Reliability
C) Features
D) Performance
E) Conformance
8) Is The Degree To Which A Product Tolerates Stress Or Trauma Without
Failing.
,A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
9) Is The Ease Of Repair For A Product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
10) Are Subjective Sensory Characteristics Such As Taste, Feel, Sound, Look, And
Smell.
A) Intangibles
B) Logistics
C) Aesthetics
D) Tangibles
E) Features
11) Is Based On Customers' Opinion Of Products And Services.
A) Conformance
B) Aesthetics
C) Durability
D) Performance
E) Perceived Quality
12) Which Of The Following Choices Correctly Matches One Of Garvin's Dimensions Of
Quality With Its Definition?
A) Reliability—Refers To The Efficiency With Which A Product Achieves Its Intended Purpose
B) Serviceability—The Ease Of Repair Of A Product
C) Conformance—The Degree To Which A Product Tolerates Stress Or Trauma Without Failing
D) Performance—Subjective Sensory Characteristics Such As Taste, Feel, Sound, Look, And
Smell
E) Aesthetics—Refers To The Propensity For A Product To Perform Consistently Over Its
Useful Design Life
13) In The Context Of Service Quality, Include The Physical Appearance Of The
Service Facility, The Equipment, The Personnel, And The Communication Materials.
A) Intangibles
B) Logistics
C) Features
D) Tangibles
E) Aesthetics
14) If You Select A Physician Based Solely On Reputation, You Are Basing Your Decision
On Which Of The Following Dimensions Of Service Quality?
A) Responsiveness
B) Empathy
C) Service Reliability
, D) Assurance
E) Tangibles
15) Is The Willingness Of The Service Provider To Be Helpful And Prompt In
Providing Service.
A) Assurance
B) Service Reliability
C) Responsiveness
D) Empathy
E) Conformance
16) Which Dimension Of Service Quality Refers To The Knowledge And Courtesy Of
Employees And Their Ability To Inspire Trust And Confidence?
A) Empathy
B) Service Reliability
C) Tangibles
D) Responsiveness
E) Assurance
17) A Service Provider That Consistently Provides Caring, Individualized Attention To Its
Customers Would Score High On The Dimension Of Service Quality.
A) Assurance
B) Responsiveness
C) Tangibles
D) Service Reliability
E) Empathy
18) Performance Refers To The Efficiency With Which A Product Achieves Its
Intended Purpose.
Answer: True
19) Reliability Is Perhaps The Most Traditional Dimension Of
Quality. Answer: False
20) The Advantage Of The Conformance Definition Of Quality For Products Is That It Is
Easily Quantified.
Answer: True
21) Conformance Is The Degree To Which A Product Tolerates Stress Or Trauma Without
Failing. Answer: False
22) Aesthetics Are Subjective Sensory Characteristics Such As Taste, Feel, Sound,
Look, And Smell.
Answer: True
23) Services Have More Diverse Quality Attributes Than Products.
Answer: True
24) High Customer Involvement Plays A Major Role In The Determination Of Service
Quality.
FOR MANAGING QUALITY: INTEGRATING THE SUPPLY CHAIN 6TH EDITION
BY S. FOSTER
QUESTIONS AND ANSWERS GRADED A+
,CHAPTER 1 DIFFERING PERSPECTIVES ON QUALITY
1) Which Of The Following Is Not One Of Garvin's Eight Quality Dimensions?
A) Reliability
B) Performance
C) Conformance
D) Aesthetics
E) Efficiency
2) Which Of The Following Is Not One Of Parasuraman, Zeithamel, And Berry's
Dimensions Of Service Quality?
A) Tangibles
B) Service Reliability
C) Contiguity
D) Responsiveness
E) Assurance
4) Refers To The Efficiency With Which A Product Achieves Its Intended Purpose.
A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
5) Which Of Garvin's Dimensions Of Quality Include The "Bells And Whistles"
Contained In Products?
A) Performance
B) Conformance
C) Features
D) Aesthetics
E) Perceived Quality
6) Refers To The Propensity For A Product To Perform Consistently Over Its
Useful Design Life.
A) Conformance
B) Durability
C) Perceived Quality
D) Reliability
E) Serviceability
7) Which Of The Following Is The Most Traditional Dimension Of Quality?
A) Durability
B) Reliability
C) Features
D) Performance
E) Conformance
8) Is The Degree To Which A Product Tolerates Stress Or Trauma Without
Failing.
,A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
9) Is The Ease Of Repair For A Product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
10) Are Subjective Sensory Characteristics Such As Taste, Feel, Sound, Look, And
Smell.
A) Intangibles
B) Logistics
C) Aesthetics
D) Tangibles
E) Features
11) Is Based On Customers' Opinion Of Products And Services.
A) Conformance
B) Aesthetics
C) Durability
D) Performance
E) Perceived Quality
12) Which Of The Following Choices Correctly Matches One Of Garvin's Dimensions Of
Quality With Its Definition?
A) Reliability—Refers To The Efficiency With Which A Product Achieves Its Intended Purpose
B) Serviceability—The Ease Of Repair Of A Product
C) Conformance—The Degree To Which A Product Tolerates Stress Or Trauma Without Failing
D) Performance—Subjective Sensory Characteristics Such As Taste, Feel, Sound, Look, And
Smell
E) Aesthetics—Refers To The Propensity For A Product To Perform Consistently Over Its
Useful Design Life
13) In The Context Of Service Quality, Include The Physical Appearance Of The
Service Facility, The Equipment, The Personnel, And The Communication Materials.
A) Intangibles
B) Logistics
C) Features
D) Tangibles
E) Aesthetics
14) If You Select A Physician Based Solely On Reputation, You Are Basing Your Decision
On Which Of The Following Dimensions Of Service Quality?
A) Responsiveness
B) Empathy
C) Service Reliability
, D) Assurance
E) Tangibles
15) Is The Willingness Of The Service Provider To Be Helpful And Prompt In
Providing Service.
A) Assurance
B) Service Reliability
C) Responsiveness
D) Empathy
E) Conformance
16) Which Dimension Of Service Quality Refers To The Knowledge And Courtesy Of
Employees And Their Ability To Inspire Trust And Confidence?
A) Empathy
B) Service Reliability
C) Tangibles
D) Responsiveness
E) Assurance
17) A Service Provider That Consistently Provides Caring, Individualized Attention To Its
Customers Would Score High On The Dimension Of Service Quality.
A) Assurance
B) Responsiveness
C) Tangibles
D) Service Reliability
E) Empathy
18) Performance Refers To The Efficiency With Which A Product Achieves Its
Intended Purpose.
Answer: True
19) Reliability Is Perhaps The Most Traditional Dimension Of
Quality. Answer: False
20) The Advantage Of The Conformance Definition Of Quality For Products Is That It Is
Easily Quantified.
Answer: True
21) Conformance Is The Degree To Which A Product Tolerates Stress Or Trauma Without
Failing. Answer: False
22) Aesthetics Are Subjective Sensory Characteristics Such As Taste, Feel, Sound,
Look, And Smell.
Answer: True
23) Services Have More Diverse Quality Attributes Than Products.
Answer: True
24) High Customer Involvement Plays A Major Role In The Determination Of Service
Quality.
