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INMGT 325- Chapter 1 Quiz

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INMGT 325 Quality Management
Kelly Jablonski
Quiz by Kelly Jablonski, updated more than 1 year ago
Kelly Jablonski
Created by Kelly Jablonski about 4 years ago
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Resource summary

Question 1

Question
Customers evaluate a service primarily by the:
Answer
  • Accuracy of the service
  • Degree of customization offered by the service
  • Quality of the human contact
  • Speed of the service

Question 2

Question
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.
Answer
  • True
  • False

Question 3

Question
Organizations can ensure that the quality is rooted in their culture by:
Answer
  • 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.

Question 4

Question
The production of services typically requires a lower degree of customization than does manufacturing.
Answer
  • True
  • False

Question 5

Question
Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?
Answer
  • Customer perspective
  • Product perspective
  • Manufacturing perspective
  • User perspective

Question 6

Question
Which of the following terms best represents a firm's ability to achieve market superiority?
Answer
  • Competitive advantage
  • Flexibility
  • Quality assurance
  • Agility

Question 7

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

Question 8

Question
The production of services differs from manufacturing as services:
Answer
  • 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

Question 9

Question
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.
Answer
  • Product
  • Value
  • Manufacturing
  • User

Question 10

Question
If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing.
Answer
  • True
  • False

Question 11

Question
High quality of products is an important source of competitive advantage for organizations.
Answer
  • True
  • False

Question 12

Question
Which of the following is true of the transcendent or judgmental perspective of quality?
Answer
  • 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.

Question 13

Question
Which of the following is true regarding internal customers of an organization?
Answer
  • 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.

Question 14

Question
Services cannot be inventoried or inspected prior to delivery as manufactured goods.
Answer
  • True
  • False

Question 15

Question
The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.
Answer
  • True
  • False

Question 16

Question
Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?
Answer
  • Value perspective
  • Manufacturing perspective
  • Product perspective
  • Transcendent perspective

Question 17

Question
Manufacturing is generally more labor intensive compared to services.
Answer
  • True
  • False

Question 18

Question
Customers evaluate a service primarily by the quality of the human contact.
Answer
  • True
  • False

Question 19

Question
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.
Answer
  • True
  • False

Question 20

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

Question 21

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

Question 22

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

Question 23

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

Question 24

Question
The value perspective defines quality of a product on the basis of:
Answer
  • 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.

Question 25

Question
The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.
Answer
  • True
  • False

Question 26

Question
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.
Answer
  • True
  • False

Question 27

Question
Services are produced prior to consumption.
Answer
  • True
  • False

Question 28

Question
The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.
Answer
  • Finance and accounting
  • Manufacturing and assembly
  • Marketing and sales
  • Legal services

Question 29

Question
Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?
Answer
  • Value perspective
  • Manufacturing perspective
  • Transcendent perspective
  • User perspective

Question 30

Question
The transcendent definition of quality was first defined as the goodness of a product.
Answer
  • True
  • False

Question 31

Question
Customers generally view quality from the _____ perspective.
Answer
  • Manufacturing
  • Transcendent
  • User
  • Value

Question 32

Question
Improved conformance in production or service delivery tends to increase profitability as:
Answer
  • 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.

Question 33

Question
Which of the following perspectives of quality provides the basis for coordinating the entire value chain?
Answer
  • Customer Perspective
  • Value Perspective
  • User Perspective
  • Transcendent Perspective

Question 34

Question
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.
Answer
  • Transcendent
  • Product
  • User
  • Value
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