COB 300 OPERATIONS TEST REVIEW
QUESTIONS AND ANSWERS
Dimensions of Quality - Answer-Categories that customers use to judge the quality of a
product
Performance - Answer-Main characteristics of the product
Aesthetic - Answer-appearance, feel, smell, taste, etc.
special features - Answer-extra characteristics
conformance - Answer-how well the product conforms to design specifications
Reliability - Answer-consistency of performance
durability - Answer-the useful life of the product
percieved quality - Answer-indirect evaluation of quality
Servicability - Answer-handling of complaints or repairs
Consistency - Answer-quality doesn't vary
Dimensions of Service Quality - Answer-categories that customers use to judge the
quality of a service
convenience - Answer-the availability and accessibility of the service
reliability - Answer-the ability to perform a service dependably, accurately, and
consistently
Responsiveness - Answer-willingness to help customers in unusual situations and to
deal with problems
time - Answer-the speed in which the service is delivered
assurance - Answer-knowledge exhibited by personnel and their ability to convey trust
and confidence
courtsey - Answer-the way customers are treated by employees
tangibles - Answer-the appearance of physical facilities, equipment, personnel, and
communication materials
, Consistency - Answer-the ability to provide the same level of good quality repeatedly
expectency - Answer-meet (or exceed) customer expectations
Determinants of Quality - Answer-decisions that impact ability of product or service to
consistently meet or exceed customer expectations
quality of design - Answer-Intention of designers to include or exclude features in a
product or service
quality of conformance - Answer-The degree to which goods or services conform to the
intent of the designers
Ease-of-Use and user instructions - Answer-Increase the likelihood that a product will
be used for its intended purpose and in such a way that it will continue to function
properly and safely
after-sales service - Answer-Taking care of issues and problems that arise after the sale
apprasial costs - Answer-relate to inspection, testing, and other activities intended to
uncover defective products or services, or to assure that there are none
E.g., Cost of inspectors, testing, test equipment, labs, quality audits, field testing
Prevention Costs - Answer-sum of all the costs to prevent defects
E.g., training, quality control procedures, extra attention in both design and production
phases
Failure Costs - Answer-costs caused by defective parts or products or by faulty services
internal failure costs - Answer-Costs incurred to fix problems that are detected before
the product/service is delivered to the customer.
E.g., lost production time, scrap and rework, possible equipment damage, and possible
employee injury
external failure costs - Answer-All costs incurred to fix problems that are detected after
the product/service is delivered to the customer
E.g., handling of complaints, replacements, liability/litigation, payments to customers or
discounts used to offset the inferior quality, loss of customer goodwill, and opportunity
costs related to lost sales.
ISO - Answer-International Organization for Standardization
ISO 9000 - Answer-Set of international standards on quality management and quality
assurance, critical to international business
QUESTIONS AND ANSWERS
Dimensions of Quality - Answer-Categories that customers use to judge the quality of a
product
Performance - Answer-Main characteristics of the product
Aesthetic - Answer-appearance, feel, smell, taste, etc.
special features - Answer-extra characteristics
conformance - Answer-how well the product conforms to design specifications
Reliability - Answer-consistency of performance
durability - Answer-the useful life of the product
percieved quality - Answer-indirect evaluation of quality
Servicability - Answer-handling of complaints or repairs
Consistency - Answer-quality doesn't vary
Dimensions of Service Quality - Answer-categories that customers use to judge the
quality of a service
convenience - Answer-the availability and accessibility of the service
reliability - Answer-the ability to perform a service dependably, accurately, and
consistently
Responsiveness - Answer-willingness to help customers in unusual situations and to
deal with problems
time - Answer-the speed in which the service is delivered
assurance - Answer-knowledge exhibited by personnel and their ability to convey trust
and confidence
courtsey - Answer-the way customers are treated by employees
tangibles - Answer-the appearance of physical facilities, equipment, personnel, and
communication materials
, Consistency - Answer-the ability to provide the same level of good quality repeatedly
expectency - Answer-meet (or exceed) customer expectations
Determinants of Quality - Answer-decisions that impact ability of product or service to
consistently meet or exceed customer expectations
quality of design - Answer-Intention of designers to include or exclude features in a
product or service
quality of conformance - Answer-The degree to which goods or services conform to the
intent of the designers
Ease-of-Use and user instructions - Answer-Increase the likelihood that a product will
be used for its intended purpose and in such a way that it will continue to function
properly and safely
after-sales service - Answer-Taking care of issues and problems that arise after the sale
apprasial costs - Answer-relate to inspection, testing, and other activities intended to
uncover defective products or services, or to assure that there are none
E.g., Cost of inspectors, testing, test equipment, labs, quality audits, field testing
Prevention Costs - Answer-sum of all the costs to prevent defects
E.g., training, quality control procedures, extra attention in both design and production
phases
Failure Costs - Answer-costs caused by defective parts or products or by faulty services
internal failure costs - Answer-Costs incurred to fix problems that are detected before
the product/service is delivered to the customer.
E.g., lost production time, scrap and rework, possible equipment damage, and possible
employee injury
external failure costs - Answer-All costs incurred to fix problems that are detected after
the product/service is delivered to the customer
E.g., handling of complaints, replacements, liability/litigation, payments to customers or
discounts used to offset the inferior quality, loss of customer goodwill, and opportunity
costs related to lost sales.
ISO - Answer-International Organization for Standardization
ISO 9000 - Answer-Set of international standards on quality management and quality
assurance, critical to international business
