Podcast Beta
Questions and Answers
Which approach defines quality as performance or conformance at an acceptable cost?
Which dimension of quality refers to a product's primary operating characteristics?
Which dimension of quality refers to the probability of a product malfunctioning within a specific time period?
Which dimension of quality refers to the degree to which a product's design and operating characteristics meet established standards?
Signup and view all the answers
Which dimension of quality refers to the expected product life?
Signup and view all the answers
Which dimension of quality refers to the speed, courtesy, competence, and ease of repair?
Signup and view all the answers
Which dimension of quality refers to how a product looks, feels, sounds, tastes, or smells?
Signup and view all the answers
Which dimension of quality refers to reputation and other indirect measures of quality?
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?
Signup and view all the answers
Which dimension of service quality refers to caring, individualized attention provided by the firm to its customers?
Signup and view all the answers
According to Dr Edward Deming, quality should be aimed at
Signup and view all the answers
According to Joseph Juran, quality is defined as
Signup and view all the answers
According to Armand V. Feigenbaum, quality is the
Signup and view all the answers
According to Philip Crosby, quality is defined as
Signup and view all the answers
According to Garvin's Transcendent Approach, quality is
Signup and view all the answers
According to Garvin's Product-based Approach, quality is
Signup and view all the answers
According to Garvin's Manufacturing-based Approach, quality is
Signup and view all the answers
According to Garvin's User-based Approach, quality is
Signup and view all the answers
Which of the following is NOT a concept of quality management discussed in Chapter 1?
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?
Signup and view all the answers
Which one of the following is a recommended action to eliminate numerical goals and quotas for workforce productivity?
Signup and view all the answers
What is one of the key points that top management should push for every day?
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?
Signup and view all the answers
What is one of the recommended actions to encourage self-improvement?
Signup and view all the answers
Which one of the following is a recommended action to eliminate work standards that prescribe numerical quotas?
Signup and view all the answers
What is one of the key points that top management should push for every day?
Signup and view all the answers
Which one of the following is NOT a recommended action to eliminate work standards that prescribe numerical quotas?
Signup and view all the answers
What is one of the recommended actions to encourage self-improvement?
Signup and view all the answers
Which one of the following is a recommended action to eliminate numerical goals and quotas for workforce productivity?
Signup and view all the answers
What is one of the key points that top management should push for every day?
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.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Related Documents
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.
