Foundations of Quality and Quality Management Quiz
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Questions and Answers

Which approach defines quality as performance or conformance at an acceptable cost?

  • The Performance-based Approach
  • The Value-based Approach (correct)
  • The Cost-based Approach
  • The Quality-based Approach

    • Which dimension of quality refers to a product's primary operating characteristics?

  • Features
  • Conformance
  • Performance (correct)
  • Reliability

    • Which dimension of quality refers to the probability of a product malfunctioning within a specific time period?

  • Conformance
  • Performance
  • Features
  • Reliability (correct)

    • Which dimension of quality refers to the degree to which a product's design and operating characteristics meet established standards?

    <p>Conformance</p> Signup and view all the answers

    Which dimension of quality refers to the expected product life?

    <p>Durability</p> Signup and view all the answers

    Which dimension of quality refers to the speed, courtesy, competence, and ease of repair?

    <p>Serviceability</p> Signup and view all the answers

    Which dimension of quality refers to how a product looks, feels, sounds, tastes, or smells?

    <p>Aesthetics</p> Signup and view all the answers

    Which dimension of quality refers to reputation and other indirect measures of quality?

    <p>Perceived quality</p> Signup and view all the answers

    Which dimension of service quality refers to the ability to perform the promised service with dependable and accurate results?

    <p>Reliability</p> Signup and view all the answers

    Which dimension of service quality refers to caring, individualized attention provided by the firm to its customers?

    <p>Empathy</p> Signup and view all the answers

    According to Dr Edward Deming, quality should be aimed at

    <p>Both the current and future needs of the customer</p> Signup and view all the answers

    According to Joseph Juran, quality is defined as

    <p>The degree to which a product fulfills its intended purpose</p> Signup and view all the answers

    According to Armand V. Feigenbaum, quality is the

    <p>Total composite of product and service characteristics</p> Signup and view all the answers

    According to Philip Crosby, quality is defined as

    <p>Conformance to requirements and specifications</p> Signup and view all the answers

    According to Garvin's Transcendent Approach, quality is

    <p>Recognized through learning and experience</p> Signup and view all the answers

    According to Garvin's Product-based Approach, quality is

    <p>The degree to which a product fulfills its intended purpose</p> Signup and view all the answers

    According to Garvin's Manufacturing-based Approach, quality is

    <p>Conformance to requirements and specifications</p> Signup and view all the answers

    According to Garvin's User-based Approach, quality is

    <p>The total composite of product and service characteristics</p> Signup and view all the answers

    Which of the following is NOT a concept of quality management discussed in Chapter 1?

    <p>Concepts of quality</p> Signup and view all the answers

    Which of the following is a definition of quality that evaluates how well a product performs for its intended use?

    <p>The degree to which a product fulfills its intended purpose</p> Signup and view all the answers

    Which one of the following is a recommended action to eliminate numerical goals and quotas for workforce productivity?

    <p>Implement a system of aids and helpful supervision</p> Signup and view all the answers

    What is one of the key points that top management should push for every day?

    <p>Eliminate numerical goals</p> Signup and view all the answers

    Which one of the following is NOT a recommended action to eliminate numerical goals and quotas for workforce productivity?

    <p>Permit pride of workmanship</p> Signup and view all the answers

    What is one of the recommended actions to encourage self-improvement?

    <p>Institute a vigorous programme of education</p> Signup and view all the answers

    Which one of the following is a recommended action to eliminate work standards that prescribe numerical quotas?

    <p>Implement a system of aids and helpful supervision</p> Signup and view all the answers

    What is one of the key points that top management should push for every day?

    <p>Eliminate numerical goals</p> Signup and view all the answers

    Which one of the following is NOT a recommended action to eliminate work standards that prescribe numerical quotas?

    <p>Permit pride of workmanship</p> Signup and view all the answers

    What is one of the recommended actions to encourage self-improvement?

    <p>Institute a vigorous programme of education</p> Signup and view all the answers

    Which one of the following is a recommended action to eliminate numerical goals and quotas for workforce productivity?

    <p>Implement a system of aids and helpful supervision</p> Signup and view all the answers

    What is one of the key points that top management should push for every day?

    <p>Eliminate numerical goals</p> Signup and view all the answers

    Study Notes

    Quality Management Approaches

    • The cost-based approach defines quality as performance or conformance at an acceptable cost.

    Dimensions of Quality

    • The primary operating characteristics of a product refer to its performance.
    • The reliability of a product refers to the probability of it malfunctioning within a specific time period.
    • The conformance of a product refers to the degree to which its design and operating characteristics meet established standards.
    • The durability of a product refers to its expected product life.
    • The serviceability of a product refers to the speed, courtesy, competence, and ease of repair.
    • The aesthetics of a product refer to how it looks, feels, sounds, tastes, or smells.
    • The reputation of a product refers to its reputation and other indirect measures of quality.

    Service Quality Dimensions

    • The assurance of service quality refers to the ability to perform the promised service with dependable and accurate results.
    • The empathy of service quality refers to caring, individualized attention provided by the firm to its customers.

    Definitions of Quality

    • According to Dr. Edward Deming, quality should be aimed at a state of continuous improvement.
    • According to Joseph Juran, quality is fitness for use.
    • According to Armand V. Feigenbaum, quality is a comprehensive and integrated approach to achieving product and service excellence.
    • According to Philip Crosby, quality is conformance to requirements.
    • According to Garvin's Transcendent Approach, quality is a matter of taste and personal preference.
    • According to Garvin's Product-based Approach, quality is a set of measurable characteristics.
    • According to Garvin's Manufacturing-based Approach, quality is conformance to specifications.
    • According to Garvin's User-based Approach, quality is a function of user satisfaction.

    Quality Management Concepts

    • Eliminating numerical goals and quotas for workforce productivity involves encouraging self-improvement.
    • Top management should push for continuous improvement every day.
    • Eliminating work standards that prescribe numerical quotas involves encouraging self-improvement.

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    Related Documents

    Chapter 1 - Foundations of Quality PDF

    Description

    Test your knowledge on the foundations of quality and quality management with this quiz. Explore concepts such as the definition of quality, the role of customer needs, and Deming's quality management theory. Challenge yourself and see how well you understand the concept of quality in the context of mobile phones.

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