CHAPTER 1
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
What Is Quality?
1. Which of the following is not one of Garvin’s “definitions” of quality?
a. transcendent
b. value-based
c. manufacturing-based
d. user-based
e. cost-based
ANSWER: e; DIFFICULTY: moderate
2. According to Garvin’s __________ definition of quality, quality is conformance to
the design specifications.
a. transcendent
b. manufacturing-based
c. user-based
d. product-based
e. value-based
ANSWER: b; DIFFICULTY: moderate
,3. According to Garvin’s __________ definition of quality, quality is found in the
components and attributes of a product.
a. manufacturing-based
b. value-based
c. user-based
d. transcendent
e. product-based
ANSWER: e; DIFFICULTY: moderate
4. Garvin’s __________ definition of quality states that if the customer is satisfied, the
product has good quality.
a. product-based
b. user-based
c. value-based
d. manufacturing-based
e. transcendent
ANSWER: b; DIFFICULTY: moderate
5. Which of the following choices correctly matches one of Garvin’s definitions of
quality with its explanation?
a. manufacturing-based definition— quality is found in the components and
attributes of a product
b. value-based definition— if the product is perceived as providing good
value for the price, it has good quality
, c. user-based definition— if the product conforms to design specifications,
it has good quality
d. product-based definition— quality is something that is intuitively
understood but nearly impossible to communicate such as beauty or love
e. transcendent definition— if the customer is satisfied, the product has
good quality
ANSWER: b; DIFFICULTY: hard
6. Which of the following is not one of Garvin’s eight quality dimensions?
a. reliability
b. performance
c. conformance
d. aesthetics
e. efficiency
ANSWER: e; DIFFICULTY: moderate
7. __________ refers to the efficiency with which a product achieves its intended
purpose.
a. Performance
b. Features
c. Reliability
d. Conformance
e. Serviceability
, ANSWER: a; DIFFICULTY: moderate
8. Which of Garvin’s dimensions of quality include the bells and whistles contained
in products?
a. performance
b. conformance
c. features
d. aesthetics
e. perceived quality
ANSWER: c; DIFFICULTY: moderate
DIFFERING PERSPECTIVES ON QUALITY
MULTIPLE-CHOICE QUESTIONS
What Is Quality?
1. Which of the following is not one of Garvin’s “definitions” of quality?
a. transcendent
b. value-based
c. manufacturing-based
d. user-based
e. cost-based
ANSWER: e; DIFFICULTY: moderate
2. According to Garvin’s __________ definition of quality, quality is conformance to
the design specifications.
a. transcendent
b. manufacturing-based
c. user-based
d. product-based
e. value-based
ANSWER: b; DIFFICULTY: moderate
,3. According to Garvin’s __________ definition of quality, quality is found in the
components and attributes of a product.
a. manufacturing-based
b. value-based
c. user-based
d. transcendent
e. product-based
ANSWER: e; DIFFICULTY: moderate
4. Garvin’s __________ definition of quality states that if the customer is satisfied, the
product has good quality.
a. product-based
b. user-based
c. value-based
d. manufacturing-based
e. transcendent
ANSWER: b; DIFFICULTY: moderate
5. Which of the following choices correctly matches one of Garvin’s definitions of
quality with its explanation?
a. manufacturing-based definition— quality is found in the components and
attributes of a product
b. value-based definition— if the product is perceived as providing good
value for the price, it has good quality
, c. user-based definition— if the product conforms to design specifications,
it has good quality
d. product-based definition— quality is something that is intuitively
understood but nearly impossible to communicate such as beauty or love
e. transcendent definition— if the customer is satisfied, the product has
good quality
ANSWER: b; DIFFICULTY: hard
6. Which of the following is not one of Garvin’s eight quality dimensions?
a. reliability
b. performance
c. conformance
d. aesthetics
e. efficiency
ANSWER: e; DIFFICULTY: moderate
7. __________ refers to the efficiency with which a product achieves its intended
purpose.
a. Performance
b. Features
c. Reliability
d. Conformance
e. Serviceability
, ANSWER: a; DIFFICULTY: moderate
8. Which of Garvin’s dimensions of quality include the bells and whistles contained
in products?
a. performance
b. conformance
c. features
d. aesthetics
e. perceived quality
ANSWER: c; DIFFICULTY: moderate
