chapter 1 multiple choice

______ advocated improving the systems rather criticizing the workers. Deming Taguchi Juran Shewhart Crosby

Deming

The inventions of interchangeable parts made adherence to _____ vital. Quality Specifications Management Design None of the above

Specifications

Garvin's eight dimensions of product quality include all of the following except Reliability conformance tangible features durability

Tangible

Garvin's____ approach views quality quality as " synonymous with " innate excellence"

Transcendent

Deming's 14 points for Managment include all of the following except Create a constancy of purpose for improvement of product & service Cease dependency on mass inspection build up barriers between staff areas Eliminate numerical quotas Take action to accomplish the transformation

Build up barriers between staff areas

The SERVQUAL dimension of assurance is the_______ Physical facilities,equipment, and appearnace of personnel Ability to perform the promised service dependably and accurately WIllingness to help customers and provide prompt service Knowledge and courtesy of employees and their ability to inspire trust and confidence Individualized attention the provides its customers

Knowledge and courtesy of employees and thier ability to inspire trust and confidence

Quality of design is_________ Necessary to achieve customer satisfaction Important for safety Important for liability reasons All the above None of the above

Necessary to achieve customer satisfaction Important for safety Important for liability reasons

Order____ are products or services of acceptable quality Winners Qualifiers Takers Providers Servers

Qualifiers

Juran's quality trilogy includes Quality Planning Quality Control Quality improvement A,B and C None of the above

A,B, and C

The SERVQUAL dimension of reliability is the______ Physical facilities, equipment, and apperance of personnel Ability to perform the promised service dependably and accurately Willingness to help customers and provide prompt service Knowledge and courtesy of employees and their ability to inspire trust and confidence Individualized attention the provides its customers

Ability to perform the promised service dependably and accurately

Which of the following is not a dimension in SERVQUAL Empathy Aesthetics Responsiveness Tangibles Reliability

Aesthetics

Of the following which are approaches to incorporating customers needs and wants into the design process? Economic orders Seven management tools Quality Function deployment Both a and b Both b and c

Both b and c

Juran's Basic Quality Planning Process includes all of the following except _____ Identifying internal customers Identifying external customers Determining customer needs Choosing what to control Proving process capability

Choosing what to control

Jurans basic quality control process includes Identifying internal customers Identifying external customers Determining customer needs Choosing what to control Proving process capability

Choosing what to control

_____ is the degree to which a product's design and operating characteristics meet established standards Conformance Durability Reliability Repeatability Performance

Conformance

Deming's 14 points for Managment include all of the following except Adopt a new philosophy cease dependency on mass inspection end the practice of awarding business on price tag alone institute training Create fear

Create Fear

The SERVQUAL instrument is often used to determine____ Service quality Tangibles Customer satisfaction responsiveness none of the above

Customer satisfaction

Customers with an organization are External Internal Unimportant Unknown Secondary

Internal

In Garvin's______-based approach, quality is conformance to manufacturing and/or engineering requirements Product Manufacturing Value User Transcendent

Manufacturing

The SERVQUAL dimension of tangibles is the Physical facilities,equipment, and appearnace of personnel Ability to perform the promised service dependably and accurately WIllingness to help customers and provide prompt service Knowledge and courtesy of employees and their ability to inspire trust and confidence Individualized attention the provides its customers

Physical facilities, equipment, and appearance of personnel

____ is credited with inventing the term quality Socrates Deming Plato Taguchi

Plato

In Garvin's_____- based approach, quality is " a precise and measureable variable" Product Manufacturing Value User Transcendent

Product

Jurans basic quality control process includes all of the following except Choose what to control choose units of measurement Establish measurement Establish standards for performance Prove the need for improvement

Prove the need for improvement

______ is considered by many to be the founder of the modern quality movement

Shewhart

Garvin's Transcendent Approach implies that quality is ____ Univerally applicable Inconveicable Indefinable Conformance requirements Based on costs and prices

Universally applicable

In Garvin's____ -based approach,quality is defined by customers. Product Manufacturing Value User Transcendent

User

The SERVQUAL dimension of responsiveness is the____ Physical facilities,equipment, and appearnace of personnel Ability to perform the promised service dependably and accurately Willingness to help customers and provide prompt service Knowledge and courtesy of employees and their ability to inspire trust and confidence Individualized attention the provides its customers

Willingness to help customers and provide prompt service

Order______ are the enhancements that exceed the minimum characteristics Winner Qualifiers Takers Providers Servers

Winners