C720 Operations and Supply Chain Management PA Study A Breakdown of each
question from the PA. It explains why the answer is correct and why the
incorrect answers are not. Western Governors University
Operations and Supply Chain Management -
1. A customer was having trouble entering a vacation rental property. When the
customer contacted the host, the host came to help the customer within 10 minutes.
What is the service quality dimension demonstrated in the scenario?
a. Assurance
b. Reliability
c. Tangibles
d. Responsiveness
The scenario describes a customer having trouble entering a vacation rental property, and the
host arriving to help within 10 minutes. This service quality dimension demonstrated in the
scenario is:
d. Responsiveness
Explanation:
,Responsiveness: Quick Assistance: Responsiveness is demonstrated by the host's prompt
action to assist the customer within 10 minutes of being contacted. Customer Focus: This
dimension emphasizes the willingness and readiness of employees to help customers and
provide prompt service.
Other Options:
a. Assurance: Assurance refers to the knowledge and courtesy of employees and their ability to
inspire trust and confidence, which is not the primary focus in this scenario.
b. Reliability: Reliability involves the ability to perform the promised service dependably and
accurately, which is not specifically highlighted here.
c. Tangibles: Tangibles refer to the physical facilities, equipment, and appearance of personnel,
which are not relevant to the prompt assistance provided in this scenario.
By understanding the characteristics of responsiveness, it is clear that the host's quick
assistance to the customer fits this category.
,2. A customer went to a service center to have new tires installed on their vehicle. An
employee at the service center was polite and professional. They were clear in
explaining the types of tires available, the replacement process, and the warranty. They
were able to answer all the customer's questions.
What is the service quality dimension demonstrated in the scenario?
a. Responsiveness
b. Tangibles
c. Assurance
d. Reliability
The scenario describes a customer visiting a service center to have new tires installed on their
vehicle, where an employee was polite, professional, clear in their explanations, and able to
answer all the customer's questions. This service quality dimension demonstrated in the
scenario is:
c. Assurance
Explanation:
Assurance: Knowledge and Courtesy: Assurance is demonstrated by the employee's polite and
professional behavior, as well as their clear explanations and ability to answer all the customer's
questions. Trust and Confidence: This dimension emphasizes the knowledge and courtesy of
employees and their ability to inspire trust and confidence in customers.
Other Options:
a. Responsiveness: Responsiveness refers to the willingness to help customers and provide
prompt service, which is not the primary focus in this scenario.
b. Tangibles: Tangibles involve the physical facilities, equipment, and appearance of personnel,
which are not relevant to the employee's behavior and explanations in this scenario.
d. Reliability: Reliability involves performing the promised service dependably and accurately,
which is not specifically highlighted here.
By understanding the characteristics of assurance, it is clear that the employee's polite,
professional behavior and clear explanations fit this category.
, 3. A hotel manager periodically inspects each room of the hotel to assess its condition.
Which cost of quality does this scenario illustrate?
a. Appraisal costs
b. Prevention costs
c. Internal failure costs
d. External failure costs
The scenario describes a hotel manager periodically inspecting each room of the hotel to
assess its condition. This cost of quality illustrated in the scenario is:
a. Appraisal costs
Explanation:
Appraisal Costs: Inspection and Testing: Appraisal costs are associated with measuring,
evaluating, or auditing products or services to ensure conformance to quality standards. The
hotel manager's periodic inspection of rooms to assess their condition falls under this category
as it involves checking the quality of the hotel's services.
Other Options:
b. Prevention Costs: Prevention costs involve activities aimed at preventing defects or poor
quality from occurring in the first place, such as training, process improvement, and quality
planning. The scenario does not describe such preventive actions.
c. Internal Failure Costs: Internal failure costs are incurred when defects are found before the
product or service reaches the customer, such as rework, scrap, and reinspection. The scenario
does not mention any defects being found.
d. External Failure Costs: External failure costs occur when defects are found after the product
or service has been delivered to the customer, such as warranty claims, returns, and
complaints. The scenario does not involve any customer-facing defects.
By understanding the characteristics of appraisal costs, it is clear that the hotel manager's
inspection activities fit this category.
question from the PA. It explains why the answer is correct and why the
incorrect answers are not. Western Governors University
Operations and Supply Chain Management -
1. A customer was having trouble entering a vacation rental property. When the
customer contacted the host, the host came to help the customer within 10 minutes.
What is the service quality dimension demonstrated in the scenario?
a. Assurance
b. Reliability
c. Tangibles
d. Responsiveness
The scenario describes a customer having trouble entering a vacation rental property, and the
host arriving to help within 10 minutes. This service quality dimension demonstrated in the
scenario is:
d. Responsiveness
Explanation:
,Responsiveness: Quick Assistance: Responsiveness is demonstrated by the host's prompt
action to assist the customer within 10 minutes of being contacted. Customer Focus: This
dimension emphasizes the willingness and readiness of employees to help customers and
provide prompt service.
Other Options:
a. Assurance: Assurance refers to the knowledge and courtesy of employees and their ability to
inspire trust and confidence, which is not the primary focus in this scenario.
b. Reliability: Reliability involves the ability to perform the promised service dependably and
accurately, which is not specifically highlighted here.
c. Tangibles: Tangibles refer to the physical facilities, equipment, and appearance of personnel,
which are not relevant to the prompt assistance provided in this scenario.
By understanding the characteristics of responsiveness, it is clear that the host's quick
assistance to the customer fits this category.
,2. A customer went to a service center to have new tires installed on their vehicle. An
employee at the service center was polite and professional. They were clear in
explaining the types of tires available, the replacement process, and the warranty. They
were able to answer all the customer's questions.
What is the service quality dimension demonstrated in the scenario?
a. Responsiveness
b. Tangibles
c. Assurance
d. Reliability
The scenario describes a customer visiting a service center to have new tires installed on their
vehicle, where an employee was polite, professional, clear in their explanations, and able to
answer all the customer's questions. This service quality dimension demonstrated in the
scenario is:
c. Assurance
Explanation:
Assurance: Knowledge and Courtesy: Assurance is demonstrated by the employee's polite and
professional behavior, as well as their clear explanations and ability to answer all the customer's
questions. Trust and Confidence: This dimension emphasizes the knowledge and courtesy of
employees and their ability to inspire trust and confidence in customers.
Other Options:
a. Responsiveness: Responsiveness refers to the willingness to help customers and provide
prompt service, which is not the primary focus in this scenario.
b. Tangibles: Tangibles involve the physical facilities, equipment, and appearance of personnel,
which are not relevant to the employee's behavior and explanations in this scenario.
d. Reliability: Reliability involves performing the promised service dependably and accurately,
which is not specifically highlighted here.
By understanding the characteristics of assurance, it is clear that the employee's polite,
professional behavior and clear explanations fit this category.
, 3. A hotel manager periodically inspects each room of the hotel to assess its condition.
Which cost of quality does this scenario illustrate?
a. Appraisal costs
b. Prevention costs
c. Internal failure costs
d. External failure costs
The scenario describes a hotel manager periodically inspecting each room of the hotel to
assess its condition. This cost of quality illustrated in the scenario is:
a. Appraisal costs
Explanation:
Appraisal Costs: Inspection and Testing: Appraisal costs are associated with measuring,
evaluating, or auditing products or services to ensure conformance to quality standards. The
hotel manager's periodic inspection of rooms to assess their condition falls under this category
as it involves checking the quality of the hotel's services.
Other Options:
b. Prevention Costs: Prevention costs involve activities aimed at preventing defects or poor
quality from occurring in the first place, such as training, process improvement, and quality
planning. The scenario does not describe such preventive actions.
c. Internal Failure Costs: Internal failure costs are incurred when defects are found before the
product or service reaches the customer, such as rework, scrap, and reinspection. The scenario
does not mention any defects being found.
d. External Failure Costs: External failure costs occur when defects are found after the product
or service has been delivered to the customer, such as warranty claims, returns, and
complaints. The scenario does not involve any customer-facing defects.
By understanding the characteristics of appraisal costs, it is clear that the hotel manager's
inspection activities fit this category.
