Operations Management, Global Edition 12Th Edition By William Stevenson – Test Bank

Operations Management, Global Edition 12Th Edition By William Stevenson – Test Bank

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.

True False

2. An organization achieves quality by consistently meeting its competitors’ standards.

True False

3. Because courtesy is subjective, it cannot be considered a factor in service quality.

True False

4. Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

True False

5. The dimensions of quality are important for products but are not applicable in service organizations.

True False

6. Regardless of superior quality, consumers will not pay premium prices.

True False

7. High quality and low prices are both considered to be dimensions of quality.

True False

8. The Baldrige award can only be won by manufacturing organizations.

True False

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 False

10. Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

True False