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