Management Of Quality

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Question 1

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Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

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Question 2

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An organization achieves quality by consistently meeting its competitors' standards.

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Question 3

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Because courtesy is subjective, it cannot be considered a factor in service quality.

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Question 4

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ISO 9000 standards stress continual improvement regardless of how good you currently are.

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Question 5

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The dimensions of quality are important for products but are not applicable in service organizations.

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Question 6

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Regardless of superior quality, consumers will not pay premium prices.

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Question 7

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High performance and low prices are both considered to be dimensions of quality.

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Question 8

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The Baldrige award can only be won by manufacturing organizations.

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Question 9

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Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

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Question 10

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Quality of design refers to the intention of the designers to include or exclude certain features in a product or service based on marketing and other information.

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Question 11

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In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

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Question 12

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Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

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Question 13

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User instructions and follow-up services after delivery are important elements of overall product or service quality.

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Question 14

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Reducing the variability in our product or service is an important key to quality.

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Question 15

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The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

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Question 16

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The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

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Question 17

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The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

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Question 18

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Medical malpractice claims are an example of how poor quality can affect an organization through liability.

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Question 19

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Convenience, reliability, and assurance are dimensions of service quality.

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Question 20

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Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

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