Exam

Name___________________________________

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.

1) For an aircraft journey, keeping to published flight times is a ________ characteristic. 1)

A) Recovery B) Durability C) Functionality D) Reliability

2) Reliability is the consistency of the product's or service's performance over time. 2)

A) True B) False

3) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In 3)
the following scenario determine whether the occurrences should be seen as a sign to intervene:3
points one side of the line, followed by 2 points the other side, followed by 1 back the other side.
A) Intervene B) Do not intervene

4) UTL stands for: 4)

A) Unique Component Tolerance B) Upper Control Tolerance
C) Unnecessary Control Target D) Upper Component Target

5) Which of the following is a product, service, and website characteristic for an online grocery 5)
shopping service?
A) Product range B) Shelf life C) Site uptime D) Staff attitude

6) Step 2 of quality planning and control involves: 6)

A) Defining quality characteristics
B) Controlling quality against set standards of quality
C) Finding and correcting poor quality
D) Deciding how to measure each quality characteristic

7) Which of the following is NOT a decision involved in Step 4 of quality planning and control? 7)
A) Should customers check the product or the service provider?
B) Where in the operation should checks be made?
C) Should checks be made for every product or service?
D) How should checks be performed?

8) Professor David Garvin categorised quality into 5 different approaches: the transcendent, the 8)
manufacturing-based, the user-based, the product-based and the value-based. Making sure a
product or service is 'fit for its purpose' is which kind of approach?
A) Transcendent B) User-based
C) Manufacturing-based D) Product-based

9) The range (R) chart picks up changes in the average output from the process. 9)
A) True B) False

10) The range of weights that can be tolerated by the operation is called the: 10)
A) Specification range B) Acceptable mean
C) Variable control limit D) Range of tolerance

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11) Statistical Process Control is concerned with: 11)
A) Identifying the security needs of an operations system
B) Inspecting goods before despatch
C) Determining the efficiency of an operations system
D) Measuring the amount of re-work required to rectify faulty goods
E) Measuring and controlling process variations

12) If the process average is offset from the specification range, this is termed: 12)
A) Incapability B) One-sided capability
C) Deterministic capability D) Lop-sided capability

13) Professor David Garvin categorised quality into five different approaches: the transcendent, the 13)
manufacturing-based, the user-based, the product-based and the value-based. Defining quality in
terms of cost and price is which kind of approach?
A) Product-based
B) Value-based approach
C) Manufacturing-based
D) User-based
E) Transcendent

14) If the natural variation of the process is greater than the specification range, which of the following 14)
is true?
A) The process can be termed 'controlled'. B) The process can be termed 'capable'.
C) The process can be termed 'deviant'. D) The process can be termed 'not capable'.

15) What name is given to quality characteristics which can assessed by judgement and are 15)
dichotomous (e.g. looks OK / not OK)?
A) Vectors B) Attributes C) Components D) Variables

16) Many factors lost by disaggregating quality characteristics are those embedded in the design of the 16)
product.
A) True B) False

17) Which function is mainly responsible for ensuring that the actual product or service conforms to its 17)
internally specified quality level?
A) Human Resources B) Finance
C) Marketing D) Operations

18) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In 18)
the following scenario determine whether the occurrences should be seen as a sign to intervene:1
point over the control limit.
A) Intervene B) Do not intervene

19) For a car, the knowledge and courtesy of sales staff is what quality characteristic? 19)
A) Contact B) Recovery C) Durability D) Reliability

20) Which function is mainly responsible for ensuring that promises made to customers concerning the 20)
product or service can be delivered by the operation in reality?
A) Operations B) Marketing
C) Human Resources D) Finance

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21) Professor David Garvin categorised quality into five different approaches: the transcendent, the 21)
manufacturing-based, the user-based, the product-based and the value-based. Viewing quality as
a precise and measurable set of characteristics that is required to satisfy the customer is which kind
of approach?
A) Manufacturing-based B) Transcendent
C) Product-based D) User-based

22) Normal distribution has 99.7% of variation lying within how many standard deviations? 22)
A) +/- 2 B) +/- 4 C) +/- 1 D) +/- 3

23) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In 23)
the following scenario determine whether the occurrences should be seen as a sign to
intervene:Alternating points either side of the mean.
A) Intervene B) Do not intervene

24) If a batch of products is deemed to be unsatisfactory and withdrawn, but is in fact of an acceptable 24)
standard to sell, what type of error has occurred?
A) Determination Error B) Type II Error
C) Type I Error D) Type III Error

25) The product-based approach is concerned with making products or providing services that are free 25)
of error and that conform precisely to their design specification.
A) True B) False

26) Why are disaggregated measures of quality not always useful in services? 26)
A) Because some aspects of service can't be measured.
B) Because disaggregated measures are complicated to use.
C) Because services are tangible.
D) Because measurement is less important than customer loyalty.

27) Which of the following quality characteristics does NOT relate to 'durability'? 27)
A) Useful life (with repair).
B) Keeping up with industry trends.
C) Keeping to published flight times.

28) Acceptance sampling is concerned with sampling the process during the production of goods or the 28)
delivery of service.
A) True B) False

29) The value-based approach takes the manufacturing definition a stage further and defines quality in 29)
terms of cost and price.
A) True B) False

30) Among the 'Ten Determinants for Service Quality' (Berry et al., 1985) are: 30)
A) Reliability and Responsiveness
B) Reliability and Reputation
C) Specification and Security
D) Courtesy and Comprehensiveness
E) Uniqueness and Universality

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31) Errors that occur when something is done, when a situation did not warrant it are called: 31)
A) Type I Errors B) Type III Errors
C) Type II Errors D) None of the above

32) The Operations view of quality is 'quality is consistent conformance to customers' expectations'. By 32)
this it is meant that:
A) Anything the customer wants and desires should be provided by the organisation
B) The product must be right every time, irrespective of cost to the operation
C) There are clear specifications consistently met that provide customers with what they would
realistically believe they should receive
D) The product will be seen as synonymous with innate excellence

33) Which of the following is NOT a measure of appearance? 33)

A) Number of visible scratch
B) Colour match
C) Surface finish
D) None of the above - they're all measure of appearance.

34) Contact refers to the nature of the person-to-person contact which might take place. 34)
A) True B) False

35) Which of the following is NOT a website characteristic for an online grocery shopping service? 35)
A) Speed of web response B) Service reliability
C) Ease of use D) Site uptime

36) The approach that contends that quality should be perceived in relation to price is called the: 36)
A) User-based approach B) Manufacturing-based approach
C) Product-based approach D) Value-based approach

37) Which of the following is an indirect benefit of quality improvements? 37)

A) Reduced service costs B) Increased scale economies
C) Reduced processing time D) Reduced inventory

38) Determine whether the quality characteristic is an attribute or a variable: What proportion of 38)
journeys arrive on time?
A) Variable B) Attribute

39) Staff attitude, delivery vehicle appearance and service reliability are all delivery service 39)
characteristics for an online grocery shopping service.
A) True B) False

40) Which of the following is an indirect benefit of improved quality? 40)

A) Reduced inventory B) Reduced cost of inspection
C) Reduced scrap D) Improved image

41) What term is used to describe producing a product or providing a service to its design 41)
specification?
A) Output quality B) Specified quality
C) Designed quality achievement D) Conformance to specification

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42) The process of disaggregating quality characteristics into their measurable components can result 42)
in characteristics losing some of their meaning.
A) True B) False

43) For a car, speed, acceleration, fuel consumption and ride quality are all aspects of which quality 43)
characteristic?
A) Functionality B) Appearance C) Reliability D) Durability

44) Functionality means how well the product or service does its job. 44)
A) True B) False

45) Which of the following is an example of a 'recovery' quality characteristic? 45)

A) Knowledge of sales staff B) Ease of repair
C) Mean time between failures D) Courtesy of contact personnel

46) Which of the following is true of service quality? 46)

A) It is single-faceted.
B) It is usually harder to define than product quality.
C) It is tangible.
D) It is homogeneous.

47) If road conditions are unsafe to cross, but an individual decides to cross, what type of error has 47)
occurred?
A) Negative Distortion Error B) Positive Distortion Error
C) Type I Error D) Type II Error

48) In Parasuraman et al.'s Gap Model, Gap 5 is defined as the gap between: 48)
A) Staff perceptions and manager expectations
B) Manager expectations and customer expectations
C) Customer expectations and customer perceptions
D) None of the above

49) Which of the following methods focuses on assessing whether an incoming or outgoing batch of 49)
materials or customers is acceptable or not?
A) Production Assessment B) Acceptance Sampling
C) Statistical Process Control D) All of the above

50) Errors that occur when nothing is done, but when something should have been done, are referred 50)
to as:
A) Type I Errors B) Positive Distortion Errors
C) Type II Errors D) Negative Distortion Errors

51) Step 5 of quality planning and control involves: 51)

A) Deciding how to measure each quality characteristic
B) Finding and correcting causes of poor quality
C) Controlling quality against set standards
D) Continuing to make improvements to quality

52) The user-based approach views quality as synonymous with innate excellence. 52)
A) True B) False

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53) Determine whether the quality characteristic is an attribute or a variable: Was the food on the 53)
journey acceptable?
A) Attribute B) Variable

54) Statistical Process Control (SPC) is concerned with: 54)

A) Assessing the quality of outgoing batches
B) Assessing the acceptability of incoming materials
C) Assessing the ability of customers to cope with new service layouts
D) Sampling the process during production

55) Reliability means the total useful life of the product or service, assuming occasional repair or 55)
modification.
A) True B) False

56) Professor David Garvin categorised quality into five different approaches: the transcendent, the 56)
manufacturing-based, the user-based, the product-based and the value-based. Making sure a
product or service is 'fit for its purpose' is which kind of approach?
A) Transcendent B) User-based
C) Product-based D) Manufacturing-based

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Answer Key
Testname: UNTITLED6

1) D
2) A
3) B
4) B
5) A
6) D
7) A
8) B
9) B
10) A
11) E
12) B
13) B
14) D
15) B
16) A
17) D
18) A
19) A
20) B
21) C
22) A
23) A
24) C
25) B
26) A
27) C
28) B
29) A
30) A
31) A
32) C
33) D
34) A
35) B
36) D
37) B
38) A
39) A
40) D
41) D
42) A
43) A
44) A
45) B
46) B
47) C
48) C
49) B
50) C
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Answer Key
Testname: UNTITLED6

51) B
52) B
53) A
54) D
55) B
56) B