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Chap009 - Chapter 09 Management of Quality Chapter 09...

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Chapter 09 - Management of Quality Chapter 09 Management of Quality True / False Questions 1. Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations. FALSE Difficulty: Easy TLO: 1 Taxonomy: Knowledge 2. An organization achieves quality by consistently meeting their competitor's standards. FALSE Difficulty: Medium TLO: 1 Taxonomy: Knowledge 3. Because 'courtesy' is subjective, it can't be considered a factor in service quality. FALSE Difficulty: Easy TLO: 1 Taxonomy: Knowledge 4. Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are. TRUE Difficulty: Medium TLO: 2 Taxonomy: Knowledge 9-1
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Chapter 09 - Management of Quality 5. The seven dimensions of quality are important for products but are not applicable in service organizations. FALSE Difficulty: Easy TLO: 2 Taxonomy: Knowledge 6. Regardless of superior quality, consumers won't pay premium prices. FALSE Difficulty: Medium TLO: 4 Taxonomy: Knowledge 7. High Quality and low prices are both considered to be dimensions of quality. FALSE Difficulty: Easy TLO: 2 Taxonomy: Knowledge 8. The Baldrige award can only be won by manufacturing organizations. FALSE Difficulty: Easy TLO: 5 Taxonomy: Knowledge 9. Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications. TRUE Difficulty: Easy TLO: 1 Taxonomy: Knowledge 9-2
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Chapter 09 - Management of Quality 10. Quality of design refers to the degree to which goods and services achieve the intent of the designers. FALSE Difficulty: Medium TLO: 1 Taxonomy: Knowledge 11. In market research, a group of consumers who express their opinions about a product or service is called a steering committee. FALSE Difficulty: Easy TLO: 10 Taxonomy: Knowledge 12. Business organizations achieving good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs. TRUE Difficulty: Easy TLO: 2 Taxonomy: Knowledge 13. User instructions and follow-up services after delivery are important elements of overall product or service quality. TRUE Difficulty: Easy TLO: 1 Taxonomy: Knowledge 9-3
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Chapter 09 - Management of Quality 14. Reducing the variations in our product or service is an important key to perceived quality. TRUE Difficulty: Medium TLO: 3 Taxonomy: Knowledge 15. Product design choices are usually the result of inputs from accounting and human resources. FALSE Difficulty: Easy TLO: 3 Taxonomy: Knowledge 16. The dimensions of product and service quality are too abstract to be applied operationally. TRUE Difficulty: Hard TLO: 1 Taxonomy: Knowledge 17. 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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