TEST BANK FOR Managing Quality Integrating the Supply Chain, 7th Edition S.
Thomas Foster, John W. Gardner
Chapter 1: Differing Perspectives on Quality
Multiple Choice
1) Which is true of perspectives on quality?
AP
a) Understanding that different definitions and dimensions of quality exist allows measures to be
taken to provide a good basis for communication and planning.
b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
most customers.
c) The contingency view of quality management acknowledges that differing quality perspectives
exist, but these differing perspectives are minimal across various organizations.
EX
d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
design.
Answer: a
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
Level: Medium
SO
2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
School of Business?
a) Value.
b) Performance.
c) Features.
LU
d) Durability.
Answer: a
Reference: What is Quality/Product Quality Dimensions
Level: Easy
TI
3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
a) Aesthetics/based upon a range of tolerance in design.
b) Durability/ease of repair for a product.
c) Conformance/numeric dimensions of product performance.
O
d) Reliability/attributes that supplement basic performance.
Answer: c
Reference: What is Quality/Product Quality Dimensions
N
Level: Medium
4) “Tolerance” in conformance refers to
S
a) wear and tear on products before product failure occurs.
b) allowable variations from product design specifications.
c) normalized cost over-runs on custom design work.
d) none of the above.
Answer: b
Reference: What is Quality/Product Quality Dimensions
,Level: Medium
5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
published a widely-recognized set of service quality dimensions that include which of the
following?
a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
AP
Reference: What is Quality/Service Quality Dimensions
Level: Easy
6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
dimension of “assurance” refers to
EX
a) caring, individualized attention from employees when providing service.
b) promptness in providing service to customers.
c) employees‟ ability to inspire trust and confidence when providing service.
d) all the above.
Answer: c
Reference: What is Quality/Service Quality Dimensions
SO
Level: Medium
7) Differing functional perspectives on quality include:
a) operations, engineering, marketing, strategic management, financial, and human resources.
b) define, measure, analyze, improve, and control.
LU
c) consulting, administrative, compartmentalized, and control pluralistic.
d) management, assurance, and control.
Answer: a
Reference: Differing Functional Perspectives on Quality
Level: Easy
TI
8) Which is true about “supply chains” and “supply chain management?”
a) The concept of the “value chains” grew out of the theory that supply chains can be managed
effectively.
O
b) Human resource, accounting, and information system functions are the primary participants in an
organization‟s supply chain.
c) “Supply chain” refers to a process beginning with idea generation, includes product design and
N
evaluation, and concludes with the implementation phase.
d) Supply chain management has become important because of quality improvement and cost
savings opportunities.
S
Answer: d
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
Level: Medium
, 9) A company is experiencing a reliability concern with shipping. In a supply chain, shipping and
logistics are:
a) upstream activities, and the concern could be addressed with supplier development activities.
b) core activities, and the concern requires investigation within each activity in the supply chain.
c) downstream activities, and the concern requires investigation into handling, packaging, and/or
transportation.
d) core activities, and the concern should be addressed within the production function.
Answer: c
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
AP
Level: Medium
10) Engineers apply statistical thinking to the problem of product reliability. If a product
subcomponent has a high probability of failure, what solution may be applied?
a) Conversion.
EX
b) Redundancy.
c) Concurrency.
d) Efficiency.
Answer: b
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
Level: Medium
SO
11) Concurrent engineering refers to
a) A methodology employed to slow product design and production with the goal of improving
quality.
b) A backup system that is employed if a component or system has a high probability of failure.
LU
c) A method that differentiates between common cause variation and special cause variation.
d) A system wherein product design, development, and evaluation activities can occur at the same
time.
Answer: d
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
Level: Medium
TI
12) The view that product quality is the result of interaction of several variables, such as machines,
labor, procedures, planning, and management, is most related to which perspective:
O
a) engineering.
b) operations.
c) human resources.
N
d) financial.
Answer: b
Reference: Differing Functional Perspectives on Quality/An Operations Perspective
S
Level: Easy
, 13) Which is not true of quality-related strategic planning?
a) Quality-related strategic planning encompasses goals, tactics and strategies that are unconnected
from the general strategic management process.
b) The goal of quality-related strategic planning is to assist in achieving a sustainable competitive
advantage for the company.
c) Quality-related strategic planning should be considered in all the firm‟s business processes.
d) Quality should be addressed in strategic planning since an organization‟s mission and values
influence the organizational culture, policies, and performance.
Answer: a
AP
Reference: Differing Functional Perspectives on Quality/A Strategic Management Perspective
Level: Medium
14) A focus on perceived quality of products most closely aligns with the
a) human resources perspective.
EX
b) operations perspective.
c) marketing perspective.
d) strategic management perspective.
Answer: c
Reference: Differing Functional Perspectives on Quality/A Marketing Perspective
Level: Medium
SO
15) Employees at your company are receiving management development training and are encouraged
to be innovative in advancing quality. These measures most closely characterize which quality
perspective?
a) Operations.
LU
b) Human resources
c) Financial.
d) Strategic management.
Answer: b
Reference: Differing Functional Perspectives on Quality/The Human Resources Perspective
Level Easy
TI
16) Which of the functional perspectives of quality most aligns with the systems view of quality
management thinking?
O
a) Engineering.
b) Human resources.
c) Financial.
N
d) Operations.
Answer: d
Reference: Differing Functional Perspectives on Quality/An Operations Perspective
S
Level: Medium
Thomas Foster, John W. Gardner
Chapter 1: Differing Perspectives on Quality
Multiple Choice
1) Which is true of perspectives on quality?
AP
a) Understanding that different definitions and dimensions of quality exist allows measures to be
taken to provide a good basis for communication and planning.
b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
most customers.
c) The contingency view of quality management acknowledges that differing quality perspectives
exist, but these differing perspectives are minimal across various organizations.
EX
d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
design.
Answer: a
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
Level: Medium
SO
2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
School of Business?
a) Value.
b) Performance.
c) Features.
LU
d) Durability.
Answer: a
Reference: What is Quality/Product Quality Dimensions
Level: Easy
TI
3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
a) Aesthetics/based upon a range of tolerance in design.
b) Durability/ease of repair for a product.
c) Conformance/numeric dimensions of product performance.
O
d) Reliability/attributes that supplement basic performance.
Answer: c
Reference: What is Quality/Product Quality Dimensions
N
Level: Medium
4) “Tolerance” in conformance refers to
S
a) wear and tear on products before product failure occurs.
b) allowable variations from product design specifications.
c) normalized cost over-runs on custom design work.
d) none of the above.
Answer: b
Reference: What is Quality/Product Quality Dimensions
,Level: Medium
5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
published a widely-recognized set of service quality dimensions that include which of the
following?
a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
AP
Reference: What is Quality/Service Quality Dimensions
Level: Easy
6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
dimension of “assurance” refers to
EX
a) caring, individualized attention from employees when providing service.
b) promptness in providing service to customers.
c) employees‟ ability to inspire trust and confidence when providing service.
d) all the above.
Answer: c
Reference: What is Quality/Service Quality Dimensions
SO
Level: Medium
7) Differing functional perspectives on quality include:
a) operations, engineering, marketing, strategic management, financial, and human resources.
b) define, measure, analyze, improve, and control.
LU
c) consulting, administrative, compartmentalized, and control pluralistic.
d) management, assurance, and control.
Answer: a
Reference: Differing Functional Perspectives on Quality
Level: Easy
TI
8) Which is true about “supply chains” and “supply chain management?”
a) The concept of the “value chains” grew out of the theory that supply chains can be managed
effectively.
O
b) Human resource, accounting, and information system functions are the primary participants in an
organization‟s supply chain.
c) “Supply chain” refers to a process beginning with idea generation, includes product design and
N
evaluation, and concludes with the implementation phase.
d) Supply chain management has become important because of quality improvement and cost
savings opportunities.
S
Answer: d
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
Level: Medium
, 9) A company is experiencing a reliability concern with shipping. In a supply chain, shipping and
logistics are:
a) upstream activities, and the concern could be addressed with supplier development activities.
b) core activities, and the concern requires investigation within each activity in the supply chain.
c) downstream activities, and the concern requires investigation into handling, packaging, and/or
transportation.
d) core activities, and the concern should be addressed within the production function.
Answer: c
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
AP
Level: Medium
10) Engineers apply statistical thinking to the problem of product reliability. If a product
subcomponent has a high probability of failure, what solution may be applied?
a) Conversion.
EX
b) Redundancy.
c) Concurrency.
d) Efficiency.
Answer: b
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
Level: Medium
SO
11) Concurrent engineering refers to
a) A methodology employed to slow product design and production with the goal of improving
quality.
b) A backup system that is employed if a component or system has a high probability of failure.
LU
c) A method that differentiates between common cause variation and special cause variation.
d) A system wherein product design, development, and evaluation activities can occur at the same
time.
Answer: d
Reference: Differing Functional Perspectives on Quality/An Engineering Perspective
Level: Medium
TI
12) The view that product quality is the result of interaction of several variables, such as machines,
labor, procedures, planning, and management, is most related to which perspective:
O
a) engineering.
b) operations.
c) human resources.
N
d) financial.
Answer: b
Reference: Differing Functional Perspectives on Quality/An Operations Perspective
S
Level: Easy
, 13) Which is not true of quality-related strategic planning?
a) Quality-related strategic planning encompasses goals, tactics and strategies that are unconnected
from the general strategic management process.
b) The goal of quality-related strategic planning is to assist in achieving a sustainable competitive
advantage for the company.
c) Quality-related strategic planning should be considered in all the firm‟s business processes.
d) Quality should be addressed in strategic planning since an organization‟s mission and values
influence the organizational culture, policies, and performance.
Answer: a
AP
Reference: Differing Functional Perspectives on Quality/A Strategic Management Perspective
Level: Medium
14) A focus on perceived quality of products most closely aligns with the
a) human resources perspective.
EX
b) operations perspective.
c) marketing perspective.
d) strategic management perspective.
Answer: c
Reference: Differing Functional Perspectives on Quality/A Marketing Perspective
Level: Medium
SO
15) Employees at your company are receiving management development training and are encouraged
to be innovative in advancing quality. These measures most closely characterize which quality
perspective?
a) Operations.
LU
b) Human resources
c) Financial.
d) Strategic management.
Answer: b
Reference: Differing Functional Perspectives on Quality/The Human Resources Perspective
Level Easy
TI
16) Which of the functional perspectives of quality most aligns with the systems view of quality
management thinking?
O
a) Engineering.
b) Human resources.
c) Financial.
N
d) Operations.
Answer: d
Reference: Differing Functional Perspectives on Quality/An Operations Perspective
S
Level: Medium
