TABLE OF CONTENTS
Part 1 Understanding Quality Concepts
Chapter 1: Differing Perspectives on Quality
Chapter 2: Quality Theory
Chapter 3: Global Supply Chain Quality and International Quality Standards
Part 2 Designing and Assuring Quality
Chapter 4: Strategic Quality Planning
Chapter 5: The Voice of the Customer
Chapter 6: The Voice of the Market
Chapter 7: Quality and Innovation in Product and Process Design
Chapter 8: Designing Quality Services
Chapter 9: Managing Supplier Quality in the Supply Chain
Part 3 Implementing Quality
Chapter 10: The Tools of Quality
Chapter 11: Statistically Based Quality Improvement for Variables
Chapter 12: Statistically Based Quality Improvement for Attributes
Chapter 13: Lean and Six Sigma Management Principles and Tools
Part 4 Forever Improving the Quality System
Chapter 14: Managing Quality Improvement Teams and Projects
Chapter 15: Implementing and Validating the Quality System
,TABLE OF CONTENTS
Part 1 Understanding Quality Concepts
Chapter 1: Differing Perspectives on Quality
Chapter 2: Quality Theory
Chapter 3: Global Supply Chain Quality and International Quality Standards
Part 2 Designing and Assuring Quality
Chapter 4: Strategic Quality Planning
Chapter 5: The Voice of the Customer
Chapter 6: The Voice of the Market
Chapter 7: Quality and Innovation in Product and Process Design
Chapter 8: Designing Quality Services
Chapter 9: Managing Supplier Quality in the Supply Chain
Part 3 Implementing Quality
Chapter 10: The Tools of Quality
Chapter 11: Statistically Based Quality Improvement for Variables
Chapter 12: Statistically Based Quality Improvement for Attributes
Chapter 13: Lean and Six Sigma Management Principles and Tools
Part 4 Forever Improving the Quality System
Chapter 14: Managing Quality Improvement Teams and Projects
Chapter 15: Implementing and Validating the Quality System
,TEST BANK FOR Managing Quality Integrating the Supply Chain, 7th Edition S.
Thomas Foster, John W. Gardner
Chapter 1: Differing Perspectives on Quality
Multiple Choice
1) Which is true of perspectives on quality?
a) Understanding that different definitions and dimensions of quality exist allows measures to be
taken to provide a good basis for communication and planning.
b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
most customers.
c) The contingency view of quality management acknowledges that differing quality perspectives
exist, but these differing perspectives are minimal across various organizations.
d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
design.
Answer: a
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
Level: Medium
2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
School of Business?
a) Value.
b) Performance.
c) Features.
d) Durability.
Answer: a
Reference: What is Quality/Product Quality Dimensions
Level: Easy
3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
a) Aesthetics/based upon a range of tolerance in design.
b) Durability/ease of repair for a product.
c) Conformance/numeric dimensions of product performance.
d) Reliability/attributes that supplement basic performance.
Answer: c
Reference: What is Quality/Product Quality Dimensions
Level: Medium
4) “Tolerance” in conformance refers to
a) wear and tear on products before product failure occurs.
b) allowable variations from product design specifications.
c) normalized cost over-runs on custom design work.
d) none of the above.
Answer: b
Reference: What is Quality/Product Quality Dimensions
, Level: Medium
5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
published a widely-recognized set of service quality dimensions that include which of the
following?
a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
Reference: What is Quality/Service Quality Dimensions
Level: Easy
6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
dimension of “assurance” refers to
a) caring, individualized attention from employees when providing service.
b) promptness in providing service to customers.
c) employees‟ ability to inspire trust and confidence when providing service.
d) all the above.
Answer: c
Reference: What is Quality/Service Quality Dimensions
Level: Medium
7) Differing functional perspectives on quality include:
a) operations, engineering, marketing, strategic management, financial, and human resources.
b) define, measure, analyze, improve, and control.
c) consulting, administrative, compartmentalized, and control pluralistic.
d) management, assurance, and control.
Answer: a
Reference: Differing Functional Perspectives on Quality
Level: Easy
8) Which is true about “supply chains” and “supply chain management?”
a) The concept of the “value chains” grew out of the theory that supply chains can be managed
effectively.
b) Human resource, accounting, and information system functions are the primary participants in an
organization‟s supply chain.
c) “Supply chain” refers to a process beginning with idea generation, includes product design and
evaluation, and concludes with the implementation phase.
d) Supply chain management has become important because of quality improvement and cost
savings opportunities.
Answer: d
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
Level: Medium
Part 1 Understanding Quality Concepts
Chapter 1: Differing Perspectives on Quality
Chapter 2: Quality Theory
Chapter 3: Global Supply Chain Quality and International Quality Standards
Part 2 Designing and Assuring Quality
Chapter 4: Strategic Quality Planning
Chapter 5: The Voice of the Customer
Chapter 6: The Voice of the Market
Chapter 7: Quality and Innovation in Product and Process Design
Chapter 8: Designing Quality Services
Chapter 9: Managing Supplier Quality in the Supply Chain
Part 3 Implementing Quality
Chapter 10: The Tools of Quality
Chapter 11: Statistically Based Quality Improvement for Variables
Chapter 12: Statistically Based Quality Improvement for Attributes
Chapter 13: Lean and Six Sigma Management Principles and Tools
Part 4 Forever Improving the Quality System
Chapter 14: Managing Quality Improvement Teams and Projects
Chapter 15: Implementing and Validating the Quality System
,TABLE OF CONTENTS
Part 1 Understanding Quality Concepts
Chapter 1: Differing Perspectives on Quality
Chapter 2: Quality Theory
Chapter 3: Global Supply Chain Quality and International Quality Standards
Part 2 Designing and Assuring Quality
Chapter 4: Strategic Quality Planning
Chapter 5: The Voice of the Customer
Chapter 6: The Voice of the Market
Chapter 7: Quality and Innovation in Product and Process Design
Chapter 8: Designing Quality Services
Chapter 9: Managing Supplier Quality in the Supply Chain
Part 3 Implementing Quality
Chapter 10: The Tools of Quality
Chapter 11: Statistically Based Quality Improvement for Variables
Chapter 12: Statistically Based Quality Improvement for Attributes
Chapter 13: Lean and Six Sigma Management Principles and Tools
Part 4 Forever Improving the Quality System
Chapter 14: Managing Quality Improvement Teams and Projects
Chapter 15: Implementing and Validating the Quality System
,TEST BANK FOR Managing Quality Integrating the Supply Chain, 7th Edition S.
Thomas Foster, John W. Gardner
Chapter 1: Differing Perspectives on Quality
Multiple Choice
1) Which is true of perspectives on quality?
a) Understanding that different definitions and dimensions of quality exist allows measures to be
taken to provide a good basis for communication and planning.
b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by
most customers.
c) The contingency view of quality management acknowledges that differing quality perspectives
exist, but these differing perspectives are minimal across various organizations.
d) The systems view of quality primarily emphasizes quality characteristics of product attributes and
design.
Answer: a
Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist
Level: Medium
2) Which of the following is not a quality dimension identified by David Garvin of the Harvard
School of Business?
a) Value.
b) Performance.
c) Features.
d) Durability.
Answer: a
Reference: What is Quality/Product Quality Dimensions
Level: Easy
3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions?
a) Aesthetics/based upon a range of tolerance in design.
b) Durability/ease of repair for a product.
c) Conformance/numeric dimensions of product performance.
d) Reliability/attributes that supplement basic performance.
Answer: c
Reference: What is Quality/Product Quality Dimensions
Level: Medium
4) “Tolerance” in conformance refers to
a) wear and tear on products before product failure occurs.
b) allowable variations from product design specifications.
c) normalized cost over-runs on custom design work.
d) none of the above.
Answer: b
Reference: What is Quality/Product Quality Dimensions
, Level: Medium
5) Three marketing professors from Texas A and M University, Parasuraman, Zeithamel, and Berry,
published a widely-recognized set of service quality dimensions that include which of the
following?
a) Durability.
b) Conformance.
c) Tangibles.
d) Features.
Answer: c
Reference: What is Quality/Service Quality Dimensions
Level: Easy
6) According to Texas A and M professors Parasuraman, Zeithamel, and Berry, the service quality
dimension of “assurance” refers to
a) caring, individualized attention from employees when providing service.
b) promptness in providing service to customers.
c) employees‟ ability to inspire trust and confidence when providing service.
d) all the above.
Answer: c
Reference: What is Quality/Service Quality Dimensions
Level: Medium
7) Differing functional perspectives on quality include:
a) operations, engineering, marketing, strategic management, financial, and human resources.
b) define, measure, analyze, improve, and control.
c) consulting, administrative, compartmentalized, and control pluralistic.
d) management, assurance, and control.
Answer: a
Reference: Differing Functional Perspectives on Quality
Level: Easy
8) Which is true about “supply chains” and “supply chain management?”
a) The concept of the “value chains” grew out of the theory that supply chains can be managed
effectively.
b) Human resource, accounting, and information system functions are the primary participants in an
organization‟s supply chain.
c) “Supply chain” refers to a process beginning with idea generation, includes product design and
evaluation, and concludes with the implementation phase.
d) Supply chain management has become important because of quality improvement and cost
savings opportunities.
Answer: d
Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective
Level: Medium
