Quality Management Chapter 1 Quiz
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Questions and Answers

According to the text, what do the quality management flows involve?

  • Operating erratically
  • Operating downstream and upstream like a river (correct)
  • Operating without any concern for quality
  • Operating independently of each other

    • What does the supply chain encompass according to the text?

  • Many differing functions and processes (correct)
  • Few functions and processes
  • Only the raw materials stage
  • No functions or processes

    • According to the text, what expertise and quality is required to execute all processes?

  • Specialized in a single function
  • Capable of only following fixed procedures
  • Flexible cross functional problem solving (correct)
  • Unskilled employees

    • Based on the text, what did David Garvin find about most definitions of quality?

    <p>They varied in their definitions</p> Signup and view all the answers

    What is the most respected quality dimension according to the text?

    <p>Value-based</p> Signup and view all the answers

    According to the text, what do the quality management flows constitute?

    <p>The supply chain</p> Signup and view all the answers

    According to Garvin's five definitions of quality, which definition is based on the customer's satisfaction?

    <p>User-based</p> Signup and view all the answers

    Which product quality dimension refers to the product's propensity to perform consistently over its useful life?

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

    What does 'serviceability' refer to in Garvin's Product Quality Dimensions?

    <p>Ease and low cost of repair for a product</p> Signup and view all the answers

    Which dimension of product quality relates to the consumer's perception of the product's image and recognition?

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

    In Garvin's Product Quality Dimensions, what does 'durability' refer to?

    <p>Ability to tolerate stress or trauma without failing</p> Signup and view all the answers

    According to Garvin, which definition of quality is described as intuitively understood but impossible to communicate?

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

    Which dimension of product quality refers to the efficiency with which a product achieves its intended purpose?

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

    What does 'conformance' refer to in Garvin's Product Quality Dimensions?

    <p>'Adherence to quantifiable specifications'</p> Signup and view all the answers

    Which dimension of product quality encompasses attributes that supplement the product’s basic performance?

    <p>'Features'</p> Signup and view all the answers

    What are the different quality dimensions compiled by David Garvin?

    <p>Transcendent, Product-based, User-based, Manufacturing-based, Value-based</p> Signup and view all the answers

    What did David Garvin find about most definitions of quality?

    <p>Most definitions of quality were existing questions.</p> Signup and view all the answers

    What expertise and quality are required to execute all processes according to the text?

    <p>Expertise and quality with the requirements of flexible cross-functional problem solving and employees who can adapt to changing markets.</p> Signup and view all the answers

    What do the quality management flows involve according to the text?

    <p>Quality management flows involve flows like river (upstream and downstream).</p> Signup and view all the answers

    What do the quality management flows constitute according to the text?

    <p>The sum of these flows constitute the supply chain.</p> Signup and view all the answers

    What does the supply chain encompass according to the text?

    <p>The supply chain encompasses many differing functions and processes from raw materials stage to after-sale service.</p> Signup and view all the answers

    What are the five definitions of quality according to Garvin?

    <p>Transcendent, Product-based, User-based, Manufacturing-based, Value-based</p> Signup and view all the answers

    What are the 8 quality dimensions in Garvin's Product Quality Dimensions?

    <p>Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality</p> Signup and view all the answers

    What does 'conformance' refer to in Garvin's Product Quality Dimensions?

    <p>Adherence to quantifiable specifications</p> Signup and view all the answers

    What does 'durability' refer to in Garvin's Product Quality Dimensions?

    <p>Ability to tolerate stress or trauma without failing</p> Signup and view all the answers

    What does 'serviceability' refer to in Garvin's Product Quality Dimensions?

    <p>The ease and low cost of repair for a product</p> Signup and view all the answers

    Which dimension of product quality relates to consumer preferences?

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

    What is the dimension of product quality that represents the image and recognition perceived by the customer?

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

    What did David Garvin find about most definitions of quality?

    <p>Most are based on one or more of the five definitions</p> Signup and view all the answers

    What does the 'transcendent' definition of quality mean according to Garvin?

    <p>Intuitively understood but impossible to communicate</p> Signup and view all the answers

    According to Garvin, which definition of quality is based on customer satisfaction?

    <p>User-based</p> Signup and view all the answers

    Study Notes

    Quality Management Flows

    • Involve planning, organizing, and controlling activities to ensure quality

    Supply Chain

    • Encompasses a network of organizations, people, activities, information, and resources involved in creating and delivering a product or service

    Expertise and Quality

    • Require a combination of technical, business, and interpersonal skills to execute all processes

    David Garvin's Research on Quality

    • Found that most definitions of quality are unclear and inconsistent
    • Identified five definitions of quality:
      • Transcendent: intuitively understood but impossible to communicate
      • Product-based: based on measurable attributes
      • User-based: based on customer satisfaction
      • Manufacturing-based: based on conformance to specifications
      • Value-based: based on price and performance

    Garvin's Product Quality Dimensions

    • 8 quality dimensions:
      • Performance: efficiency with which a product achieves its intended purpose
      • Features: attributes that supplement the product’s basic performance
      • Reliability: propensity to perform consistently over its useful life
      • Conformance: compliance with specifications and standards
      • Durability: ability of a product to withstand wear and tear
      • Serviceability: ease and speed of repair and maintenance
      • Aesthetics: consumer preferences and perceived attractiveness
      • Perceived quality: image and recognition perceived by the customer

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    Description

    Test your understanding of Differing Perspectives on Quality, as discussed in Chapter 1 of the book by Dr. Nezar AL-Samhi. The quiz covers the concept of supply chain, different functions within the supply chain, and the effectiveness of flows in quality management.

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