Operations Management CHAPTER 5 STUDY GUIDE - C215
Question and answers correctly solved 2026
1. Conformance
Measures how well the product or service meets the targets and
to
tolerances deter-mined by its designers. I.E. degree in which a product
specifications
characteristic meet preset standards
the dimensions of a machine part may be specified by its design
2. Example of
engineers as 3 ± 0.05 inches. This would mean that the target
con-formance
dimension is 3 inches, but the
to
dimensions can vary between 2.95 and 3.05 inches. anything outside
specifications
of that does not conform.
3. fitness for use focuses on how well the product performs its intended function or use
4. example of if transportation is the intended function, a car meets ()
fit-ness for
use
quality defined in terms of product or service usefulness for the price paid.
5. value for this is the only definition that combines economics with consumer criteria
price paid
suppose that you wish to sign up for a personal finance seminar and
6. example of discover that the same class is being taught at two ditterent colleges at
value for price significantly ditterent tuition rates. If you take the less expensive seminar,
paid you will feel that you have received greater value for the price.
7. support services quality defined in terms of the support provided after the product or
service is pur-chased. quality applies to the people, processes, and
organizational environment associated with it.
8. example of cri-teria
sup-port
services
9. psychological
1/
14
, the quality of a university is also by the eflciency & accuracy of processing paperwork.
judged not only by the quality
of statt & course otterings but a way of defining quality that focuses on judgmental evaluations of what
constitutes product or service excellence
10. a hospital patient may receive average healthcare, but a very friendly statt
may leave the impression of high quality. Similarly, we commonly
associate certain products
2/
14
Question and answers correctly solved 2026
1. Conformance
Measures how well the product or service meets the targets and
to
tolerances deter-mined by its designers. I.E. degree in which a product
specifications
characteristic meet preset standards
the dimensions of a machine part may be specified by its design
2. Example of
engineers as 3 ± 0.05 inches. This would mean that the target
con-formance
dimension is 3 inches, but the
to
dimensions can vary between 2.95 and 3.05 inches. anything outside
specifications
of that does not conform.
3. fitness for use focuses on how well the product performs its intended function or use
4. example of if transportation is the intended function, a car meets ()
fit-ness for
use
quality defined in terms of product or service usefulness for the price paid.
5. value for this is the only definition that combines economics with consumer criteria
price paid
suppose that you wish to sign up for a personal finance seminar and
6. example of discover that the same class is being taught at two ditterent colleges at
value for price significantly ditterent tuition rates. If you take the less expensive seminar,
paid you will feel that you have received greater value for the price.
7. support services quality defined in terms of the support provided after the product or
service is pur-chased. quality applies to the people, processes, and
organizational environment associated with it.
8. example of cri-teria
sup-port
services
9. psychological
1/
14
, the quality of a university is also by the eflciency & accuracy of processing paperwork.
judged not only by the quality
of statt & course otterings but a way of defining quality that focuses on judgmental evaluations of what
constitutes product or service excellence
10. a hospital patient may receive average healthcare, but a very friendly statt
may leave the impression of high quality. Similarly, we commonly
associate certain products
2/
14
