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INMGT 325- Chapter 1 Quiz
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Perguntas do quiz (34)
1Customers evaluate a service primarily by the:
- AAccuracy of the service
- BDegree of customization offered by the service
- CQuality of the human contact
- DSpeed of the service
2
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.- AVerdadeiro
- BFalso
3Organizations can ensure that the quality is rooted in their culture by:
- AEncouraging employees to do more than what they are expected to do through reward programs.
- BEnsuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.
- CAllotting sufficient budget for equipment, training, and other means of assuring quality.
- DInternalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
4
The production of services typically requires a lower degree of customization than does manufacturing.- AVerdadeiro
- BFalso
5Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?
- ACustomer perspective
- BProduct perspective
- CManufacturing perspective
- DUser perspective
6Which of the following terms best represents a firm's ability to achieve market superiority?
- ACompetitive advantage
- BFlexibility
- CQuality assurance
- DAgility
7
The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front-line employees.- AVerdadeiro
- BFalso
8The production of services differs from manufacturing as services:
- AProduct outputs that are mostly intangible
- BRequire lesser customization compared to manufactured goods
- CAre less labor intensive and involve minimal human interaction
- DCan be inspected prior to delivery
9Kosher’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.
- AProduct
- BValue
- CManufacturing
- DUser
10If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing.
- AVerdadeiro
- BFalso
11High quality of products is an important source of competitive advantage for organizations.
- AVerdadeiro
- BFalso
12Which of the following is true of the transcendent or judgmental perspective of quality?
- AIt defines quality on the basis of the relationship of product benefits to price.
- BIt provides a precise and universally acceptable definition for quality.
- CIt provides a means by which quality can be measured or assessed as a basis for practical business decisions.
- DIt is of little practical value to the managers, as standards of excellence vary considerably among individuals.
13Which of the following is true regarding internal customers of an organization?
- AThey receive goods or services from suppliers within the organization.
- BThey do not add any value to the product before it reaches the consumer.
- CThey are the ultimate purchasers of a product or service.
- DThey buy products or services for their own personal use.
14Services cannot be inventoried or inspected prior to delivery as manufactured goods.
- AVerdadeiro
- BFalso
15The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.
- AVerdadeiro
- BFalso
16Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?
- AValue perspective
- BManufacturing perspective
- CProduct perspective
- DTranscendent perspective
17Manufacturing is generally more labor intensive compared to services.
- AVerdadeiro
- BFalso
18Customers evaluate a service primarily by the quality of the human contact.
- AVerdadeiro
- BFalso
19Although 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.
- AVerdadeiro
- BFalso
20Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.
- AVerdadeiro
- BFalso
21The marketing and sales department in an organization contributes to the quality of the product by:
- Aensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.
- Blearning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.
- Cbringing together technical staffs from both the buyer’s and supplier's companies to design products and solve technical problems.
- Ddesigning and maintaining the tools used in manufacturing and inspection of goods.
22
The inspection and testing function in a manufacturing system contributes to the quality of the product by:- Adesigning and maintaining the tools used in manufacturing of products.
- Bselecting appropriate technologies, equipment, and work methods for producing quality products.
- Cselecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.
- Dgathering information that can be used to improve the quality of the products.
23
Which of the following is a negative impact of information technology on the customer service provided by service organizations?- AIt has increased the labor intensity involved in the production of services.
- BIt has decreased the speed of service.
- CIt has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.
- DIt has restricted the ability of the customers to compare products with competitor brands before making a purchase.
24The value perspective defines quality of a product on the basis of:
- Athe relationship of product benefits to price.
- Bthe quantity of some product attribute.
- Cthe product’s conformance to its specifications.
- Dthe ability of the product to perform its intended function.
25The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.
- AVerdadeiro
- BFalso
26Employees 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.
- AVerdadeiro
- BFalso
27
Services are produced prior to consumption.- AVerdadeiro
- BFalso
28
The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.- AFinance and accounting
- BManufacturing and assembly
- CMarketing and sales
- DLegal services
29
Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?- AValue perspective
- BManufacturing perspective
- CTranscendent perspective
- DUser perspective
30The transcendent definition of quality was first defined as the goodness of a product.
- AVerdadeiro
- BFalso
31Customers generally view quality from the _____ perspective.
- AManufacturing
- BTranscendent
- CUser
- DValue
32
Improved conformance in production or service delivery tends to increase profitability as:- Ait helps in differentiating the product from its competitors and improves the perceived value of the product.
- Bit leads to improved employee motivation.
- Cit ensures that the services are performed according to the convenience of the customer.
- Dit leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.
33
Which of the following perspectives of quality provides the basis for coordinating the entire value chain?- ACustomer Perspective
- BValue Perspective
- CUser Perspective
- DTranscendent Perspective
34
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.- ATranscendent
- BProduct
- CUser
- DValue
Informações
- Descrição
- INMGT 325 Quality Management
- Autor
- Kelly Jablonski
- Idioma
- English
- Visualizações
- 215
- Etiquetas
- Avaliação
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