What is a broad definition of Quality? - answer-The ability of a product/service to consistently meet or exceed customer requirements or expectations.
Put the stages of quality management evolution in order with 1 being the earliest and 5 being the latest - answer-1. In the guild era, skilled cr...
CHAPTER 9 OMIS 430 ANALYTICAL EXAM WITH ANSWERS 2024
What is a broad definition of Quality? - answer-The ability of a product/service to consistently meet or
exceed customer requirements or expectations.
Put the stages of quality management evolution in order with 1 being the earliest and 5 being the latest -
answer-1. In the guild era, skilled craftsmen produced the entire product with pride of workmanship
2. With division of labor after the industrial revolution workers felt less responsible for the final product
3. Scientific Management applied observation methods and inspection to manufacturing
4. During World War II and post-war era, industries used statistical sampling methods on products & raw
materials
5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved to
prevention techniques
Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota. What does
the Japanese word kaizen mean in English? - answer-Continuous improvement
To translate quality into operational terms which of the following aspects are applicable? (Select all
correct answers) - answer-Recognizing the consequences of poor quality
Making ethical decisions in terms of the quality of product/service offerings
Performing a cost-benefit analysis on quality impacts
One dimension of Quality is product Performance. Match the customer expectation result with the
different performance relationship: - answer-Meets: Performance = Expectations
Exceeds: Performance > Expectations
Does not meet: Performance < Expectations
What is a good working definition of Quality? - answer-Customer-dependent
Understanding product quality dimensions can help an organization meet or exceed customer
expectations. Select all the dimensions of product quality below. - answer-Aesthetics
Durability
Performance
Conformance
In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects before
delivery--to a __________ approach--preventing mistakes from occurring. - answer-reactive/proactive
Which dimension of quality is shared by both products and services. - answer-reliability
Match the quality management guru with their key contribution. - answer--Sherhart & statistical control
charts
- Deming & 14 points
- Feigenbaum & Quality is a total field; customer defines quality
- Crosby & Quality is free; zero defects
- Ishikawa & Cause-and-Effect diagrams; quality circles
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The dimensions of quality are too abstract to be operationalized (acted upon) and must subsequently be
broken down and made what? - answer-Measurable
Successful management of quality requires what? - answer-That managers have insights on various
aspects of quality
SERVQUAL as a quality management audit tool focuses primarily on what type of feedback? - answer-
Gaps between perceptions and expectations (customers, management, etc.)
True or false: To meet or exceed customer expectations, product quality performance is less than
customer expectations. - answer-false
What is a primary determinant of quality? - answer-Design
True or false: The dimensions of product quality are the same as for service quality. - answer-false
Which of the following determinants of quality refers to the inclusion or exclusion of certain product or
service features? - answer-Quality of design
In order to meet or exceed customer expectations service quality is broken down into different dimensions
or focus areas. Select all the dimensions of service quality below. - answer-Convenience
Courtesy
Responsiveness
Which determinant of quality applies to how well instructions explain what to do with the product or
service? - answer-ease of use
Which of the following is an example of making "Time," a service dimension of quality, measurable? -
answer-How long did the customer have to wait?
Who in an organization is ultimately responsible for establishing strategies for quality? - answer-top
management
What is SERVQUAL? - answer-A quality audit tool used widely in the Service Sector
What are the responsibilities of Production/Operations with respect to Quality? - answer-Produce to
design specifications
Monitor processes and correct root causes of problems
The four primary determinants of Quality such that a product or service satisfies its intended purpose are
_______.
Multiple choice question. - answer-design, conformance, ease of use and after-delivery service
What secondary outcomes would result from fewer production or service problems in a business with
good/excellent quality? - answer-Fewer customer complaints
Higher productivity
Higher profits
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