Unit 3 - Quality Management
Product characteristics and attributes are the basis for measuring quality if a company
has an -_______________oriented definition of quality.
internally
externally - ANS-internally
True or false.
If quality is defined from an external perspective, then a company focuses on identifying
and meeting customers' needs. - ANS-True
True or False.
Understanding how customers use products and services helps companies to develop
new technologies that improve and achieve external quality. - ANS-True
True or False.
An auto mechanic who correctly repairs a customer's transmission illustrates the service
quality dimension of reliability. - ANS-True
After comparing different sedans, Tanya purchases a Toyota Camry instead of a Honda
Accord because she prefers the appearance of the Camry. Tanya makes her decision
based on the __________dimension of quality.
aesthetics
features - ANS-aesthetics
_______________are incurred when a company evaluates customer satisfaction.
External failure costs
Internal failure costs
Prevention costs
Appraisal costs - ANS-Appraisal costs
True or False.
According to Dr. W. Edwards Deming, in a manufacturing environment, quality
improves when management establishes very specific work quotas. - ANS-False
, According to Joseph Juran, _________________are primarily responsible for ensuring
that a company manufactures quality products.
managers
workers - ANS-managers
True or False.
According to Philip Crosby, most firms underestimate their failure costs and would
benefit from evaluating all costs of quality. - ANS-True
True or False.
According to Genichi Taguchi, high levels of quality are achieved when a company
closely inspects products after they are manufactured and before they are sold to
customers. - ANS-False
A company with an internal orientation towards quality primarily focuses on ________.
customer needs
product characteristics
consumer demands
market expectations - ANS-product characteristics
If a firm measures quality from an external orientation, which of the following is most
relevant?
Product specifications
Customer needs
Corporate values
Proper procedures - ANS-Customer needs
Which statement best explains why companies should probe customers about their
product needs?
Most customers are interested in keeping product prices low.
Most customers understand the value-creation chain of products.
Many customers are highly loyal to name-brand products.
Many customers have unspoken product expectations and desires. - ANS-Many
customers have unspoken product expectations and desires.
During a routine physical exam, Dr. Dodd politely answers Mark's questions about heart
disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well as
Product characteristics and attributes are the basis for measuring quality if a company
has an -_______________oriented definition of quality.
internally
externally - ANS-internally
True or false.
If quality is defined from an external perspective, then a company focuses on identifying
and meeting customers' needs. - ANS-True
True or False.
Understanding how customers use products and services helps companies to develop
new technologies that improve and achieve external quality. - ANS-True
True or False.
An auto mechanic who correctly repairs a customer's transmission illustrates the service
quality dimension of reliability. - ANS-True
After comparing different sedans, Tanya purchases a Toyota Camry instead of a Honda
Accord because she prefers the appearance of the Camry. Tanya makes her decision
based on the __________dimension of quality.
aesthetics
features - ANS-aesthetics
_______________are incurred when a company evaluates customer satisfaction.
External failure costs
Internal failure costs
Prevention costs
Appraisal costs - ANS-Appraisal costs
True or False.
According to Dr. W. Edwards Deming, in a manufacturing environment, quality
improves when management establishes very specific work quotas. - ANS-False
, According to Joseph Juran, _________________are primarily responsible for ensuring
that a company manufactures quality products.
managers
workers - ANS-managers
True or False.
According to Philip Crosby, most firms underestimate their failure costs and would
benefit from evaluating all costs of quality. - ANS-True
True or False.
According to Genichi Taguchi, high levels of quality are achieved when a company
closely inspects products after they are manufactured and before they are sold to
customers. - ANS-False
A company with an internal orientation towards quality primarily focuses on ________.
customer needs
product characteristics
consumer demands
market expectations - ANS-product characteristics
If a firm measures quality from an external orientation, which of the following is most
relevant?
Product specifications
Customer needs
Corporate values
Proper procedures - ANS-Customer needs
Which statement best explains why companies should probe customers about their
product needs?
Most customers are interested in keeping product prices low.
Most customers understand the value-creation chain of products.
Many customers are highly loyal to name-brand products.
Many customers have unspoken product expectations and desires. - ANS-Many
customers have unspoken product expectations and desires.
During a routine physical exam, Dr. Dodd politely answers Mark's questions about heart
disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well as
