Quality Management Perspectives Quiz

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What are the dimensions of quality according to David Garvin?

Transcendent, Product-based, User-based, Manufacturing-based, Value-based

According to the text, what does Quality Management involve?

Quality Management involves flows like river (upstream and downstream) that have to operate effectively and with outstanding quality, constituting the supply chain.

What are the requirements for executing all the processes in the supply chain, according to the text?

The requirements include flexible cross-functional problem solving and employees who can adapt to changing markets.

What did David Garvin find about most definitions of quality?

David Garvin found that most definitions of quality were moderately difficult. Signup and view all the answers

What analogy does the text use to describe the flows involved in Quality Management?

The text uses the analogy of flows like a river (upstream and downstream) to describe Quality Management. Signup and view all the answers

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

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

What are the five definitions of quality according to Garvin?

Transcendent, Product based, User-based, Manufacturing based, Value based Signup and view all the answers

According to Garvin, what are the 8 quality dimensions of a product?

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

What does the dimension 'Performance' refer to in Garvin's product quality dimensions?

Efficiency with which a product achieves its intended purpose Signup and view all the answers

In the context of Garvin's product quality dimensions, what does 'Reliability' refer to?

Product’s propensity to perform consistently over the product’s useful life Signup and view all the answers

What does 'Conformance' signify in Garvin's product quality dimensions?

Adherence to quantifiable specifications Signup and view all the answers

What is meant by 'Durability' in Garvin's product quality dimensions?

Ability to tolerate stress or trauma without failing Signup and view all the answers

Define 'Serviceability' in the context of Garvin's product quality dimensions.

The ease and low cost of repair for a product Signup and view all the answers

What is referred to as 'Aesthetics' in Garvin's product quality dimensions?

Attributes that supplement the product’s basic performance Signup and view all the answers

What does 'Perceived Quality' signify in Garvin's product quality dimensions?

Degree to which product attributes are matched to consumer preferences Signup and view all the answers

According to Garvin, how does he define quality as the customer perceives it?

Quality as the customer perceives it…image, recognition, word of mouth. Signup and view all the answers