Chapter 01: Introduction to Quality Managing for Quality and Performance Excellence 11th Edition Evans Test Bank 1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production - marketing value chain. a. True b. False ANSWER: True 2. The transcendent definition of quality was first defined as the goodness of a product. a. True b. False ANSWER: True 3. According to the product perspective of quality, smaller numbers of product attributes are equivalent to higher quality. a. True b. False ANSWER: False 4. The user perspective of quality judges a product based on how well the product performs its intended function. a. True b. False ANSWER: True 5. According to the manufacturing perspective of quality, quality is based on consistency in goods and services. a. True b. False ANSWER: True 6. Inspection was the primary means of quality control during the first half of the twentieth century. a. True b. False ANSWER: True 7. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success. a. True b. False ANSWER: False Chapter 01: Introduction to Quality Managing for Quality and Performance Excellence 11th Edition Evans Test Bank 8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality. a. True b. False ANSWER: True 9. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, but not for front -line employees. a. True b. False ANSWER: False 10. It is the responsibility of marketing and sales employees to learn about the products and product features that consumers want and know the prices that consumers are willing to pay for them. a. True b. False ANSWER: True 11. The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract. a. True b. False ANSWER: True 12. The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications. a. True b. False ANSWER: False 13. Inspection should be used as a means of gathering information that can be used to improve quality, not simply to remove defective items. a. True b. False ANSWER: True 14. If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and functional testing. a. True b. False ANSWER: True Chapter 01: Introduction to Quality Managing for Quality and Performance Excellence 11th Edition Evans Test Bank 15. The production of services typically requires a lower degree of customization than does manufacturing. a. True b. False ANSWER: False 16. Services cannot be stored, inventoried, or inspected prior to delivery as manufactured goods are. a. True b. False ANSWER: True 17. Manufacturing is generally more labor intensive compared to services. a. True b. False ANSWER: False 18. Services are produced prior to consumption. a. True b. False ANSWER: False 19. Customers evaluate a service primarily by the quality of the human contact. a. True b. False ANSWER: True 20. The rapid increase in liability suits has made legal services an important aspect of quality assurance. a. True b. False ANSWER: True 21. Accounting data are useful in identifying areas of quality improvement and tracking the progress of quality improvement programs. a. True b. False ANSWER: True Chapter 01: Introduction to Quality Managing for Quality and Performance Excellence 11th Edition Evans Test Bank 22. The professional certifications of Certified Quality Manager, Certified Quality Engineer, and Certified Quality Auditor are sanctioned by the American Society for Quality (ASQ). a. True b. False ANSWER: True 23. It is the responsibility of the organization’s quality function to “own” or guarantee quality throughout the organization. a. True b. False ANSWER: False 24. High quality of products is itself an important source of competitive advantage for organizations. a. True b. False ANSWER: True 25. Instituting a strategy of quality improvement usually helps to increase short -run profitability. a. True b. False ANSWER: False 26. Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer. a. True b. False ANSWER: True 27. Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to do in order to reach a difficult goal or provide extraordinary service to a customer. a. True b. False ANSWER: True 28. Which of the following perspectives considers quality to be synonymous with superiority or excellence? a. Product perspective b. Value perspective c. Transcendent perspective d. Manufacturing perspective ANSWER: c
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