SCHM 2301: EXAM 3 Questions and
Answers Graded A+
2 Dimensions of Quality - Correct answer-Product Quality and Service Quality
Product Quality - Correct answer-performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, serviceability, consistency
Service Quality - Correct answer-Convenience
Reliability
Responsiveness
Time (speed)
Assurance
Courtesy
Tangibles
Consistency
Expectations
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, 3 Types of Quality - Correct answer-1. Quality of Design: happens BEFORE
production
2. Quality of Conformance: happens DURING production. low conformance
means product is different from design
3. Quality of Performance: happens AFTER production.
Craft Production - Correct answer-single worker makes product from start to
finish. quality is under one person's control.
Mass Production - Correct answer-multiple workers work on different parts of the
product. cost of production decreases, but no one person is responsible for quality.
2 Approaches to Quality - Correct answer-1. Quality Control School of Thought
2. Quality Assurance School of Thought
Quality Control School of Thought - Correct answer-every process is subject to
variation, you can never produce two products that are exactly the same. best you
can do is to separate good products from defective products
Quality Assurance School of Thought - Correct answer-find and eliminate sources
of process variation before/during instead of fixing the product afterwards. "Low
quality is costly"
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
Answers Graded A+
2 Dimensions of Quality - Correct answer-Product Quality and Service Quality
Product Quality - Correct answer-performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, serviceability, consistency
Service Quality - Correct answer-Convenience
Reliability
Responsiveness
Time (speed)
Assurance
Courtesy
Tangibles
Consistency
Expectations
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
, 3 Types of Quality - Correct answer-1. Quality of Design: happens BEFORE
production
2. Quality of Conformance: happens DURING production. low conformance
means product is different from design
3. Quality of Performance: happens AFTER production.
Craft Production - Correct answer-single worker makes product from start to
finish. quality is under one person's control.
Mass Production - Correct answer-multiple workers work on different parts of the
product. cost of production decreases, but no one person is responsible for quality.
2 Approaches to Quality - Correct answer-1. Quality Control School of Thought
2. Quality Assurance School of Thought
Quality Control School of Thought - Correct answer-every process is subject to
variation, you can never produce two products that are exactly the same. best you
can do is to separate good products from defective products
Quality Assurance School of Thought - Correct answer-find and eliminate sources
of process variation before/during instead of fixing the product afterwards. "Low
quality is costly"
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
