,Managing Quality: Integrating the Supply Chain, 6e (Foster)
Chapter 1 Differing Perspectives on Quality
1) 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
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Concept
2) Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of
service quality?
A) tangibles
B) service reliability
C) contiguity
D) responsiveness
E) assurance
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Concept
3) Why is service quality more difficult to define than product quality?
Answer: While services and production share many attributes, services have more diverse
quality attributes than products. For example, a product like a personal computer is typically
evaluated on its merits, and it makes little difference to the user whether the person that
assembled the computer was in a bad mood. Service settings are more complex; thus quality is
more difficult to define. A customer of a restaurant, for example, evaluates the quality of the
restaurant not only on the merits of the food, but also on the demeanor of the employees, the
speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so
forth.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Application
4) ________ refers to the efficiency with which a product achieves its intended purpose.
,A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
5) 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
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
6) ________ refers to the propensity for a product to perform consistently over its useful design
life.
A) Conformance
B) Durability
C) Perceived quality
D) Reliability
E) Serviceability
Answer: D
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
, 7) Which of the following is the most traditional dimension of quality?
A) durability
B) reliability
C) features
D) performance
E) conformance
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
8) ________ is the degree to which a product tolerates stress or trauma without failing.
A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
Answer: C
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
9) ________ is the ease of repair for a product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
Chapter 1 Differing Perspectives on Quality
1) 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
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Concept
2) Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of
service quality?
A) tangibles
B) service reliability
C) contiguity
D) responsiveness
E) assurance
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Concept
3) Why is service quality more difficult to define than product quality?
Answer: While services and production share many attributes, services have more diverse
quality attributes than products. For example, a product like a personal computer is typically
evaluated on its merits, and it makes little difference to the user whether the person that
assembled the computer was in a bad mood. Service settings are more complex; thus quality is
more difficult to define. A customer of a restaurant, for example, evaluates the quality of the
restaurant not only on the merits of the food, but also on the demeanor of the employees, the
speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so
forth.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.1: Recognize that different dimensions of quality exist.
AACSB: Application of Knowledge
Type: Application
4) ________ refers to the efficiency with which a product achieves its intended purpose.
,A) Performance
B) Features
C) Reliability
D) Conformance
E) Serviceability
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
5) 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
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
6) ________ refers to the propensity for a product to perform consistently over its useful design
life.
A) Conformance
B) Durability
C) Perceived quality
D) Reliability
E) Serviceability
Answer: D
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
, 7) Which of the following is the most traditional dimension of quality?
A) durability
B) reliability
C) features
D) performance
E) conformance
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
8) ________ is the degree to which a product tolerates stress or trauma without failing.
A) Serviceability
B) Conformance
C) Durability
D) Performance
E) Reliability
Answer: C
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
9) ________ is the ease of repair for a product.
A) Durability
B) Reliability
C) Conformance
D) Contiguity
E) Serviceability
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
LO: 1.2: Be able to discuss the quality dimensions.
AACSB: Application of Knowledge
Type: Concept
