TEST BANK For Operations and Supply Chain Management, 10th Edition, by Russell and Taylor's Verified Chapters 1 - 17, Complete A+ Guide ISBN:9781119577652 Newest 2024 Version
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TEST BANK For Operations and Supply Chain Management,
10th Edition, by Russell and Taylor's Verified Chapters 1 - 17,
Complete Newest Version
Product characteristics and attributes are the basis for measuring quality if a
company has an ______ oriented definition of quality. - ANSWER: Internally
True or false. If quality is defined from an external perspective, then a company
focuses on identifying and meeting customers' needs. - ANSWER: True. Quality with
an external perspective focuses on the customer, which requires a company to
identify and meet customers' needs and expectations.
True or False. Understanding how customers use products and services helps
companies to develop new technologies that improve and achieve external quality. -
ANSWER: True. Knowing how customers function and how they use a product or
service can help companies better understand what and how new ideas and
technologies could help them. By addressing customer needs, a company can
improve its external quality.
True or False. An auto mechanic who correctly repairs a customer's transmission
illustrates the service quality dimension of reliability. - ANSWER: True. Reliability is
one of the five dimensions of service quality. It refers to the ability to perform the
promised service dependably and accurately, such as repairing a car correctly.
After comparing different sedans, Tanya purchases a Toyota Camry instead of a
Honda Accord because she prefers the appearance of the Camry. Tanya makes her
decision based on the _______ dimension of quality. - ANSWER: Aesthetics
True or False. According to Dr. W. Edwards Deming, in a manufacturing environment,
quality improves when management establishes very specific work quotas. -
ANSWER: False. Deming advocated the elimination of work standards (quotas) on
the factory floor. He asserted that leadership not quotas would improve quality.
According to Joseph Juran, _________ are primarily responsible for ensuring that a
company manufactures quality products. - ANSWER: Management. Juran asserted
that management rather than line workers held the responsibility for quality.
True or False. According to Philip Crosby, most firms underestimate their failure
costs and would benefit from evaluating all costs of quality. - ANSWER: True. Philip
Crosby argues in his 1979 book, Quality Is Free, that failure costs are much greater
than most companies had thought. Crosby is also recognized for emphasizing the
importance of considering all costs of quality.
True or False. According to Genichi Taguchi, high levels of quality are achieved when
a company closely inspects products after they are manufactured and before they
, are sold to customers. - ANSWER: False. Taguchi argues that quality must be
designed into a product and cannot be achieved through inspections after the good
is manufactured.
A company with an internal orientation towards quality primarily focuses on
________. - ANSWER: Product characteristics. Quality with an internal, or
organizational, orientation measures characteristics of the product or service, such
as the number of packages delivered on time or the thickness of an engine part.
If a firm measures quality from an external orientation, which of the following is
most relevant? - ANSWER: Customer needs. Quality with an external orientation
focuses on consistently meeting or exceeding customers' needs and expectations.
Why companies should probe customers about their product needs? - ANSWER:
Many customers have unspoken product expectations and desires. By probing
customers with specific questions about their needs, companies may learn about
customers' unspoken expectations. Customers may not know or be able to explain
what they want or expect from a product, and specific questions may uncover these
needs.
During a routine physical exam, Dr. Dodd politely answers Mark's questions about
heart disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well
as medications that are available to prevent heart disease. Dr. Dodd seems confident
and knowledgeable. Which service quality dimension does this example best
illustrate? - ANSWER: Assurance. Assurance is the service quality dimension that
refers to knowledge and courtesy and the ability to convey trust and confidence. Dr.
Dodd is courteous and exhibits knowledge about heart disease prevention.
A sports apparel company promotes the brand image of its products through mass
market commercials, team sponsorships, and social media campaigns. On which
dimension of product quality is the company focusing? - ANSWER: Perceived Quality.
Perceived quality refers to the image, advertising, or brand name of a product. By
sponsoring teams and airing commercials, the company is focusing on perceived
quality.
When customers place product orders at BlueShoes.com, the retailer's computer
system requires customers to enter their e-mail addresses twice. If the two
addresses match, then a customer is allowed to proceed to the next screen. What
cost of quality does this example illustrate? - ANSWER: Prevention Cost. Prevention
costs result from activities designed to prevent defects from occurring. Double-entry
of critical information, such as e-mail addresses, is intended to prevent problems
with the customer's order.
True or False. Joseph Juran asserted that quality is based on four components:
quality improvement, quality control, quality planning, and quality circles. - ANSWER:
False. Juran stressed that quality must be built on three elements: quality planning,
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