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Managing for Quality and Performance Excellence 10th Edition Test Bank

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    Chapter 1 - Introduction to Quality 1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production - marketing value chain. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 2. The transcendent definition of quality was first defined as the goodness of a product. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Comprehension 3. According to the product perspective of quality, a smaller number of product attributes are equivalent to higher quality. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 4. The user perspective of quality judges a product based on how well the product performs its intended function. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 5. According to the manufacturing perspective of quality, quality is based on the consistency between goods and services. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Comprehension 6. Inspection was the primary means of quality control during the first half of the twentieth century. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Knowledge 7. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Comprehension 8. 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. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 9. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front - line employees. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Knowledge 10. 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. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge 11. The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge 12. The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 13. The inspection step in manufacturing should ideally be used as a means of gathering information that can be used to improve quality of the products rather than simply to remove defective items. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge 14. If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge 15. The production of services typically requires a lower degree of customization than does manufacturing. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Information Technologies TOPICS: DESC.EVAB.17.01.04 Quality in Service Organizations KEYWORDS: Bloom's: Knowledge 16. Services cannot be inventoried or inspected prior to delivery as manufactured goods. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.04 Quality in Service Organizations KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 17. Manufacturing is generally more labor intensive compared to services. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.04 Quality in Service Organizations KEYWORDS: Bloom's: Knowledge 18. Services are produced prior to consumption. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.04 Quality in Service Organizations KEYWORDS: Bloom's: Knowledge 19. Customers evaluate a service primarily by the quality of the human contact. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: A - head: Quality in Service Organizations KEYWORDS: Bloom's: Knowledge 20. The quality assurance team in a firm is only partly responsible for ensuring that the products produced meet the required quality specifications. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.05 Quality in Business Support Functions KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 21. The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.05 Quality in Business Support Functions KEYWORDS: Bloom's: Knowledge 22. High quality of products is an important source of competitive advantage for organizations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.06 Quality and Competitive Advantage KEYWORDS: Bloom's: Knowledge 23. Instituting a strategy of quality improvement usually helps to increase short - run profitability. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.06 Quality and Competitive Advantage KEYWORDS: Bloom's: Comprehension 24. Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.07 Quality and Personal Values KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 25. 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. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.07 Quality and Personal Values KEYWORDS: Bloom's: Knowledge 26. Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence? a. Product perspective b. Value perspective c. Transcendent perspective d. Manufacturing perspective ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 27. Which of the following is true of the transcendent or judgmental perspective of quality? a. It is of little practical value to the managers, as standards of excellence vary considerably among individuals. b. It provides a precise and universally acceptable definition for quality. c. It defines quality on the basis of the relationship of product benefits to price. d. It provides a means by which quality can be measured or assessed as a basis for practical business decisions. ANSWER: a POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 28. 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. a. value b. user c. product d. transcendent ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic BUSPROG: Reflective Thinking DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Application 29. Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function? a. Value perspective b. Product perspective c. User perspective d. Manufacturing perspective ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 30. The value perspective defines quality of a product on the basis of: a. the ability of the product to perform its intended function. b. the relationship of product benefits to price. c. the quantity of some product attribute. d. the product’s conformance to its specifications. ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 31. 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. a. user b. product c. value d. manufacturing ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic BUSPROG: Reflective Thinking DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Application 32. Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications? a. Manufacturing perspective b. User perspective c. Value perspective d. Transcendent perspective ANSWER: a POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 33. The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. a. value b. transcendent c. manufacturing d. customer ANSWER: d POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 34. The ultimate purchaser of a product or service is referred to as a(n) _____. a. supplier b. external customer c. consumer d. internal customer ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 35. Shenzen Electronics, a cell phone manufacturing company, buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) _____. a. consumer b. supplier c. external customer d. internal customer ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic BUSPROG: Reflective Thinking DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Application 36. Which of the following is true regarding internal customers of an organization? a. They buy products or services for their own personal use. b. They receive goods or services from suppliers within the organization. c. They are the ultimate purchasers of a product or service. d. They do not add any value to the product before it reaches the consumer. ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 37. Customers generally view quality from the _____ perspective. a. user b. manufacturing c. value d. transcendent ANSWER: d POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 38. Which of the following perspectives of quality is most likely to be meaningful to people who work in marketing because they are responsible for determining the needs and expectations of the customers? a. User perspective b. Manufacturing perspective c. Value perspective d. Transcendent perspective ANSWER: a POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: A - head: Defining Quality KEYWORDS: Bloom's: Knowledge 39. The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services. a. manufacturing b. design c. marketing d. distribution ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 40. Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production? a. User perspective b. Customer perspective c. Product perspective d. Manufacturing perspective ANSWER: d POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 41. Which of the following perspectives of quality provides the basis for coordinating the entire value chain? a. Customer perspective b. User perspective c. Transcendent perspective d. Value perspective ANSWER: a POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.01 Defining Quality KEYWORDS: Bloom's: Knowledge 42. Which of the following is true of quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution? a. Inspection was the primary means of quality control. b . Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output. c. Ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products. d . Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them. ANSWER: d POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 43. The concept of total quality is defined as a(n): a . customer - focused, results - oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom - line and strategic orientation. b . people - focused management system that aims at continual increase in customer satisfaction at continually lower real cost. c . structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them. d . integrated approach to organizational performance management that results in lower consumption of resources. ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Comprehension 44. Which of the following is true regarding the six - sigma approach to quality improvement? a . It does not address problems involving cost reduction and efficiency. b . It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom - line and strategic orientation. c . It become less effective in addressing problems related to quality and efficiency if the six sigma tools are combined with lean tools from the Toyota production system. d . It focuses entirely on the training and education of managers and not the front - line employees and the technical staff in the organization. ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.02 History of Quality Management KEYWORDS: Bloom's: Comprehension

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    Chapter 1 - Introduction to Quality 45. The marketing and sales department in an organization contributes to the quality of the product by: a. bringing together technical staffs from both the buyer’s and supplier's companies to design products and solve technical problems. b. designing and maintaining the tools used in manufacturing and inspection of goods. c. learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. d. ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract. ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Comprehension 46. The purchasing department helps a firm in achieving quality by: a. defining long - term and short - term production requirements for filling customer orders and meeting anticipated demand. b. ensuring that the products are assembled correctly and eliminating the causes that can lead to defects or errors in the final product. c. collaborating with product design engineers to develop realistic specifications for the product. d. providing quality - improvement training to suppliers. ANSWER: d POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Comprehension 47. Who among the following in an organization are responsible for selecting appropriate technologies, equipment, and work methods for producing quality products? a. Production workers b. Industrial engineers c. Salespeople d. Tool engineers ANSWER: b POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge

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    Chapter 1 - Introduction to Quality 48. Which of the following functions in the manufacturing system is responsible for specifying long - term and short - term production requirements for filling customer orders and meeting anticipated demand? a. Product design and engineering b. Manufacturing and assembly c. Production planning and scheduling d. Industrial engineering and process design ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Knowledge 49. The inspection and testing function in a manufacturing system contributes to the quality of the product by: a. gathering information that can be used to improve the quality of the products. b . selecting quality - conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering. c. designing and maintaining the tools used in manufacturing of products. d . selecting appropriate technologies, equipment, and work methods for producing quality products. ANSWER: a POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.03 Quality in Manufacturing KEYWORDS: Bloom's: Comprehension 50. The production of services differs from manufacturing as services: a. can be inspected prior to delivery. b. require lesser customization compared to manufactured goods. c. produce outputs that are mostly intangible. d. are less labor intensive and involve minimal human interaction. ANSWER: c POINTS: 1 DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Creation of Value TOPICS: DESC.EVAB.17.01.04 Quality in Service Organizations KEYWORDS: Bloom's: Comprehension

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