TEST BANK Managing Quality: Integrating the Supply Chain 7th Edition by Thomas Foster, John Gardner TABLE OF CONTE NTS 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 Chai n 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 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 9) A company is experiencing a reliability concern with shipping. In a supply chain, shipping and logistics are: a) upstream activities, and the concern could be addressed with supplier development activities. b) core activities, and the concern requires investigation within each activity in the supply chain. c) downstream activities, and the concern requires investigation into handling, packaging, and/or transportation. d) core activities, and the concern should be addressed within the production function. Answer: c Reference: Differing Functional Perspectives on Quality/A Supply Chain Perspective Level: Medium 10) Engineers apply statistical thinking to the problem of product reliability. If a product subcomponent has a high probability of failure, what solution may be applied? a) Conversion.
