Kelly Jablonski
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INMGT 325 Quality Management

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Kelly Jablonski
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INMGT 325- Chapter 1 Quiz

Question 1 of 34

1

Customers evaluate a service primarily by the:

Select one of the following:

  • Accuracy of the service

  • Degree of customization offered by the service

  • Quality of the human contact

  • Speed of the service

Explanation

Question 2 of 34

1

It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want, and the prices they are willing to pay for those products.

Select one of the following:

  • True
  • False

Explanation

Question 3 of 34

1

Organizations can ensure that the quality is rooted in their culture by:

Select one of the following:

  • Encouraging employees to do more than what they are expected to do through reward programs.

  • Ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.

  • Allotting sufficient budget for equipment, training, and other means of assuring quality.

  • Internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.

Explanation

Question 4 of 34

1

The production of services typically requires a lower degree of customization than does manufacturing.

Select one of the following:

  • True
  • False

Explanation

Question 5 of 34

1

Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?

Select one of the following:

  • Customer perspective

  • Product perspective

  • Manufacturing perspective

  • User perspective

Explanation

Question 6 of 34

1

Which of the following terms best represents a firm's ability to achieve market superiority?

Select one of the following:

  • Competitive advantage

  • Flexibility

  • Quality assurance

  • Agility

Explanation

Question 7 of 34

1

The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front-line employees.

Select one of the following:

  • True
  • False

Explanation

Question 8 of 34

1

The production of services differs from manufacturing as services:

Select one of the following:

  • Product outputs that are mostly intangible

  • Require lesser customization compared to manufactured goods

  • Are less labor intensive and involve minimal human interaction

  • Can be inspected prior to delivery

Explanation

Question 9 of 34

1

Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.

Select one of the following:

  • Product

  • Value

  • Manufacturing

  • User

Explanation

Question 10 of 34

1

If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing.

Select one of the following:

  • True
  • False

Explanation

Question 11 of 34

1

High quality of products is an important source of competitive advantage for organizations.

Select one of the following:

  • True
  • False

Explanation

Question 12 of 34

1

Which of the following is true of the transcendent or judgmental perspective of quality?

Select one of the following:

  • It defines quality on the basis of the relationship of product benefits to price.

  • It provides a precise and universally acceptable definition for quality.

  • It provides a means by which quality can be measured or assessed as a basis for practical business decisions.

  • It is of little practical value to the managers, as standards of excellence vary considerably among individuals.

Explanation

Question 13 of 34

1

Which of the following is true regarding internal customers of an organization?

Select one of the following:

  • They receive goods or services from suppliers within the organization.

  • They do not add any value to the product before it reaches the consumer.

  • They are the ultimate purchasers of a product or service.

  • They buy products or services for their own personal use.

Explanation

Question 14 of 34

1

Services cannot be inventoried or inspected prior to delivery as manufactured goods.

Select one of the following:

  • True
  • False

Explanation

Question 15 of 34

1

The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.

Select one of the following:

  • True
  • False

Explanation

Question 16 of 34

1

Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

Select one of the following:

  • Value perspective

  • Manufacturing perspective

  • Product perspective

  • Transcendent perspective

Explanation

Question 17 of 34

1

Manufacturing is generally more labor intensive compared to services.

Select one of the following:

  • True
  • False

Explanation

Question 18 of 34

1

Customers evaluate a service primarily by the quality of the human contact.

Select one of the following:

  • True
  • False

Explanation

Question 19 of 34

1

Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality.

Select one of the following:

  • True
  • False

Explanation

Question 20 of 34

1

Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.

Select one of the following:

  • True
  • False

Explanation

Question 21 of 34

1

The marketing and sales department in an organization contributes to the quality of the product by:

Select one of the following:

  • ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

  • learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

  • bringing together technical staffs from both the buyer’s and supplier's companies to design products and solve technical problems.

  • designing and maintaining the tools used in manufacturing and inspection of goods.

Explanation

Question 22 of 34

1

The inspection and testing function in a manufacturing system contributes to the quality of the product by:

Select one of the following:

  • designing and maintaining the tools used in manufacturing of products.

  • selecting appropriate technologies, equipment, and work methods for producing quality products.

  • selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.

  • gathering information that can be used to improve the quality of the products.

Explanation

Question 23 of 34

1

Which of the following is a negative impact of information technology on the customer service provided by service organizations?

Select one of the following:

  • It has increased the labor intensity involved in the production of services.

  • It has decreased the speed of service.

  • It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.

  • It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

Explanation

Question 24 of 34

1

The value perspective defines quality of a product on the basis of:

Select one of the following:

  • the relationship of product benefits to price.

  • the quantity of some product attribute.

  • the product’s conformance to its specifications.

  • the ability of the product to perform its intended function.

Explanation

Question 25 of 34

1

The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.

Select one of the following:

  • True
  • False

Explanation

Question 26 of 34

1

Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to do in order to provide extraordinary service to a customer.

Select one of the following:

  • True
  • False

Explanation

Question 27 of 34

1

Services are produced prior to consumption.

Select one of the following:

  • True
  • False

Explanation

Question 28 of 34

1

The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.

Select one of the following:

  • Finance and accounting

  • Manufacturing and assembly

  • Marketing and sales

  • Legal services

Explanation

Question 29 of 34

1

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

Select one of the following:

  • Value perspective

  • Manufacturing perspective

  • Transcendent perspective

  • User perspective

Explanation

Question 30 of 34

1

The transcendent definition of quality was first defined as the goodness of a product.

Select one of the following:

  • True
  • False

Explanation

Question 31 of 34

1

Customers generally view quality from the _____ perspective.

Select one of the following:

  • Manufacturing

  • Transcendent

  • User

  • Value

Explanation

Question 32 of 34

1

Improved conformance in production or service delivery tends to increase profitability as:

Select one of the following:

  • it helps in differentiating the product from its competitors and improves the perceived value of the product.

  • it leads to improved employee motivation.

  • it ensures that the services are performed according to the convenience of the customer.

  • it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

Explanation

Question 33 of 34

1

Which of the following perspectives of quality provides the basis for coordinating the entire value chain?

Select one of the following:

  • Customer Perspective

  • Value Perspective

  • User Perspective

  • Transcendent Perspective

Explanation

Question 34 of 34

1

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm, mobile and iPod charger, radio and many more. The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.

Select one of the following:

  • Transcendent

  • Product

  • User

  • Value

Explanation

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