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Operations Management Quality and Supply Chain - Quality Management Graded Quiz
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Operations Management: Quality andSupply Chain - Quality Management
Graded Quiz
Quality Management or Process Improvement can help to achieve higher profitability through which of
the following?
Lower production costs, higher sales quantities, and higher selling prices
High production costs, higher sale quantities, and higher selling prices
Lower production costs alone
Higher selling prices and lower sales quantities - Answer: Lower production costs, higher sales
quantities, and higher selling prices
Which one of the following dimensions of quality, as described by Gavin, has to do with the consistency
of the products?
Aesthetics
Conformance
Durability
Features - Answer: Conformance
Developing service standards based on what the company believes customers expect, and that are
meant to be followed by employees, is aimed at narrowing which gap among service quality aspects?
Expected Service and Perceived Service
, Service Delivery Achieved and External Communications
Service Delivery Specifications and Service Delivery Achieved
Management Perception and Service Delivery Specifications - Answer: Management Perception and
Service Delivery Specifications
Amare checked into their deluxe hotel room at the luxurious Meikles Hotel and found that the pillow
covers were dirty and the bath soap dispenser was empty. Which measure of service quality among
those included in the Servqual scale was adversely impacted?
Responsiveness
Reliability
Tangibles
Empathy - Answer: Tangibles
How do we categorize the costs of quality incurred for building good quality from the source?
Appraisal
Internal Failure
Prevention
External Failure - Answer: Prevention
How do we categorize the costs of quality incurred for defective products before their shipment to
customers?
External Failure
Appraisal
Internal Failure
Prevention - Answer: Internal Failure
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