Operations Management - CH 6 Questions

Which of the following is a poka-yoke method? A) Adopting a checklist to help an employee avoid making a mistake. B) Designing a service to reflect the customers' needs and requirements. C) Designing a service in a robust manner that can withstand abuse by customers. D) Comparing a firm's quality performance to the performance of others that are considered "best in class."

a) adopting a checklist to help an employee avoid making a mistake

All of the following are examples of "detection costs" of quality except ________. A) quality planning B) periodic inspection C) process control D) collecting quality data

a) quality planning

Which one of the following is not an example of detection costs? A) Rework. B) Collecting quality data. C) Process control. D) Periodic inspection.

a) rework

Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1)? A) Standardization of service delivery. B) Improved market research. C) Employee empowerment. D) Investment in training.

b) improved market research

The costs of quality for services include all of the following except ________. A) failure costs B) prevention costs C) control costs D) detection costs

c) control costs

A gap in service quality is not the difference between ________. A) customer expectations and management's perceptions of customer expectations B) the service delivery and the results that are communicated externally to the customer C) customer expectations and management's perception of the delivered service D) the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery

c) customer expectations and management's perception of the delivered service

Which of the following is not an advantage of offering a service guarantee? a) it acts as a mechanism to differentiate the firm from its competitors b) it advertises the firm's commitment to quality c) it allows employees to interpret broadly the firm's service standards d) it acts as a means of receiving feedback from customers

c) it allows the employees to interpret broadly the firm's service standards

Shigeo Shingo is credited with which of the following quality ideas? A) Robustness. B) Quality is free. C) Poka-yoke. D) Quality function deployment.

c) poke-yoke

Which of the following dimensions of service quality is most important to customers? a) empathy b) assurance c) reliability d) tangibles

c) reliability

Which one of the following is not an approach to service recovery? A) Case-by-case. B) Systematic-response. C) Unconditional guarantee. D) Early intervention.

c) unconditional guarantee

Which of the following is not considered effective in achieving and maintaining service quality? A) Encouraging service providers to be highly visible in dealing with customers. B) Establishing peer groups among service providers to foster teamwork and a sense of pride. C) Installing a system of incentives that emphasizes quality. D) Increasing supervision of service providers.

d) increasing supervision of service providers

Which of the following is not part of a good service guarantee? A) It is unconditional. B) It is easy for the customer to understand. C) It is meaningful to the customer. D) It is difficult for the customer to invoke.

d) it is difficult for the customer to invoke

Which of the following statements is not true concerning a service guarantee? A) A well designed and implemented service guarantee can help a firm gain control over its operation. B) Fear of customer cheating inhibits some mangers from adopting a service guarantee. C) Managers are likely to worry about the costs of a service guarantee, but for the wrong reasons. D) Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions.

d) managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions

There are five dimensions that customers use to judge service quality. The willingness to help customers and to provide prompt service is ________. A) assurance B) empathy C) reliability D) responsiveness

d) responsiveness